Billing & Plans
The 30-Day Money-Back Guarantee
Kapsule backs its hosting subscriptions with a 30-day money-back guarantee, and inside that window you can process the refund yourself from KPanel without waiting on anyone.
Outside that window, and for products the guarantee does not cover, refunds still exist: they are just reviewed by a person first. This guide explains exactly which products carry the guarantee, which do not and why, how to request a refund, and what happens to your services when one is issued.
What the Guarantee Covers
The 30-day guarantee applies to subscription products bought from Kapsule:
- Web hosting
- WordPress hosting
- WooCommerce hosting
- App hosting
- Managed hosting
- Kapsule Care
- Premium DNS
- Reseller plans
If you paid for one of these within the last 30 days, you are eligible for a full refund, processed immediately, with no review step and nothing to argue about.
The 30 days are counted from the day you paid. You do not have to work the date out yourself: open the order in KPanel and the button tells you where you stand. An eligible order offers Get refund; everything else offers Request refund.
What the Guarantee Does Not Cover
Not every line on an invoice can be handed back, and the reasons differ:
| Product | Refund position |
|---|---|
| Domain registrations | Not refundable. The registry fee cannot be recovered once a name is registered. You can transfer the domain to another registrar at any time instead. |
| SSL certificates | Not refundable once issued. If your order has not been issued yet, our team can review it. |
| Backup retention and email add-ons | Eligible for a pro-rated refund, reviewed by our team. |
| Cloud servers, VPS, dedicated servers, GPU compute | Reviewed by our team based on work completed and usage. |
| Professional services | Reviewed by our team based on work completed. |
A domain is yours the moment it is registered, and that registration fee is paid straight through to the registry. Nobody can refund it, at Kapsule or anywhere else. If you registered a name by mistake, the useful remedies are to move it or let it lapse, not to seek a refund. See Transferring Your Domain to Another Registrar.
If Provisioning Failed
There is one case that overrides everything above. If an order was charged but the thing you bought never provisioned, it qualifies for an automatic full refund in any category, including categories that are otherwise non-refundable. You should not have to chase this, but if you can see a failed order that was charged, request the refund and it will be processed immediately.
Free Trials Are Different
Some plans start with a 30-day free trial instead of billing on day one. During a trial your card is not charged at all, so there is nothing to refund. Cancel any time before the trial ends and you pay nothing.
The Billing page shows which model your plan is on: a trial subscription displays a Free trial banner with the days remaining and the date it ends, and the First Charge tile shows what will be taken and when.
If you are on a trial and thinking about the guarantee, you are thinking about the wrong thing. Just cancel before the trial ends: see Cancelling Your Plan. The money-back guarantee only starts mattering once a real charge has been taken.
Requesting a Refund
Step 1: Find the Order
- Sign in to KPanel.
- Click Billing in the left sidebar.
- Open the Orders tab. Every purchase and renewal is listed with its date, order number, description, amount and status.
- Click View on the order you want refunded.
Step 2: Choose the Refund Action
The order page shows one of two buttons, and which one you see is the answer to "am I eligible":
- Get refund. Your order qualifies for an immediate refund. The dialog confirms: "Your refund will be processed immediately."
- Request refund. Your order needs a look from a person first: "Tell us what went wrong. Our team reviews every request and will be in touch."
If neither button appears, the order is not refundable at all. It may be a domain, an order that has already been refunded, a cancelled order, or a charge that was never actually collected.
Step 3: Give a Reason
A reason is required either way. Keep it factual and specific, because on a reviewed request that text is what a person reads. Then submit.
- Instant path: "Refund processed: it will appear on your statement in 5 to 10 business days."
- Review path: "Refund request submitted: our team will review it."
Kapsule releases an instant refund the moment you confirm it. How long it then takes to show on your statement is decided by your card issuer, typically 5 to 10 business days. If it has been longer than that, your bank is the right place to ask first.
What Happens to Your Services
This is the part that surprises people, so be deliberate about it.
An instant refund on a subscription order also CANCELS that subscription and tears down what it provisioned. This is not a cancel-at-period-end: service ends when the refund completes, not at the end of the month you paid for. Export your site files, databases and mailboxes BEFORE you press the button. See Taking a Backup.
A reviewed refund request does not cancel anything by itself. Your services keep running while our team looks at it, and we tell you what happens next before anything changes.
Mixed Orders
If a single order bought several things at once, the instant path applies only when every item on it independently qualifies. An order that mixes a hosting plan with a domain registration falls to the review path, because the domain can never be refunded even though the hosting can. The amount offered is the total of the refundable lines, not the whole order total.
After the 30-Day Window
The guarantee expiring does not mean refunds stop existing. For the subscription products listed above, an order past 30 days is still eligible for a pro-rated refund of the unused period, reviewed by our team. Open the order and use Request refund exactly as above.
If you simply want billing to stop at the end of the period you have already paid for, that is a cancellation rather than a refund, and it is instant and self-service. See Cancelling Your Plan.
Troubleshooting
"A refund request is already being reviewed for this order." You have an open request on that order. Wait for the outcome rather than filing a second one.
"This order has already been refunded." The money is on its way back. Check your statement, and if it has been more than 10 business days, talk to your card issuer.
"Payment was not collected, you were not charged." This order never took money, so there is nothing to return. If a service is missing from an order like this, that is a provisioning question rather than a refund one.
The refund button is missing entirely. Either the order is non-refundable by category, or you are signed in with a role below Billing. Ask an account Owner or Admin.
I cannot find the order. Renewals appear on the Orders tab alongside first purchases. If a charge is on your card but not in that list, open a support ticket with the date and the amount exactly as it appears on your statement.
My last renewal failed and I want the money back. A failed charge never took money, so there is nothing to refund. See What Happens When a Payment Fails.
For questions about how an invoice was calculated rather than whether it can be refunded, start with Billing and Invoices, or ask us at support@kapsulehost.com.