AlphaHost: Subscription Billing, Simplified

Our approach

We want AlphaHost customers to feel confident paying for a subscription. This policy explains when a refund is available and how to request one.

Eligible refunds

Duplicate payment: if a technical issue results in being charged twice for the same billing period, the duplicate charge is refunded in full.
Payment without service: if a payment completes but the corresponding subscription never activates due to a fault on our side, that payment is refunded in full.
Unauthorized transaction: a payment you can demonstrate you did not authorize is investigated and, where confirmed, refunded.

Non-refundable circumstances

Partial refunds for unused time remaining on a subscription you choose to stop using before it expires, since the billing period you paid for has already been made available to you in full.
Change of mind after a subscription has already activated and been used.
Charges resulting from your own decision to renew early, since early renewal extends your subscription rather than starting a new, separate charge.

Payment disputes

If you believe a charge is incorrect, contact us before raising a dispute directly with your mobile network operator. Most issues can be resolved faster this way, and it avoids the delay and friction of a formal chargeback process for both sides.

Subscription cancellations

You can stop a subscription from renewing at any time; there's no cancellation fee. Because subscriptions are pre-paid for a fixed period rather than billed continuously, "cancelling" simply means choosing not to make the next renewal payment. Access continues for the period you've already paid for.

Review timelines

Refund requests are reviewed within 5 business days of submission. Approved refunds are returned to the M-Pesa account the original payment was made from, and typically reflect within a further 3-7 business days depending on the mobile network operator's own processing time, which is outside AlphaHost's control.