Refund Policy
Exactly when you get your money back, and when you do not.
Last updated: 21 September 2026
We want you to be satisfied. This policy explains exactly when you get your money back, and when you do not. It forms part of our Terms of Service.
The short version: if we cannot give you the domain you paid for and you do not want an alternative, you get a full refund. Once a domain is registered in your name, its registration fee is not refundable — because we cannot give it back to the registry.
Full refund — we could not register your domain
We check availability during sign-up, but availability can change between your check and our registration. If the domain you paid for turns out to be unavailable:
- We contact you within one business day with alternatives — a different extension, or a close variation.
- If you accept an alternative, we register it at no extra cost, provided it is in the same price band.
- If none of the alternatives suits you, we refund 100% of what you paid, including any hosting and mailbox portion, within 7 business days.
Full refund — we have not started work
If you change your mind and tell us before we have registered the domain, we refund you in full. In practice this means within the 24–48 business hour setup window, before you receive your “your service is live” email.
Partial refund — the domain is registered but hosting has not been used
Once your domain is registered it belongs to you and cannot be returned to the registry, so the domain registration fee is not refundable. If you cancel within 14 days of activation, we refund the hosting and mailbox portion of your package on a pro-rata basis, and you keep the domain. We will tell you the exact split before you decide.
No refund
- After 14 days from activation, for the remainder of an annual term.
- Where the service has been suspended or terminated because of a breach of our Terms of Service — for example, using our mail service to send spam.
- For a domain that has been registered in your name at your request and then no longer wanted.
- For third-party costs already incurred on your behalf and not recoverable by us.
Renewals
We notify you before each renewal date. Renewal is not automatic — you must confirm and pay. If a renewal payment is taken in error, tell us within 14 days and we will refund it in full.
How to request a refund
Email sales@blueflagdigital.co.ke with your order reference (it begins BF- and is on
your receipt). We acknowledge every request within one business day and process approved refunds within
7 business days, to the original payment method.
Card and M-Pesa refunds are returned through Paystack and may take a few additional days to appear, depending on your bank or mobile money provider.
If you are not satisfied
Contact us first — most issues are settled in a phone call. If we cannot agree, the dispute is handled under the governing law clause of our Terms of Service.