Our Guarantees

Industry leading uptime, money-back and support guarantees.

Our service should be spot on, or your money back.

There's a reason we've been in business for over fifteen years - it's because we offer our clients a service they can depend on. We really believe that you'll be over the moon with your Kualo experience. What's more, unlike many of our competitors, we put our money where our mouth is and link our guarantees to credits or refunds in the rare occasions that we fall short.

60-Day Money Back Guarantee

This one's quite simple. If you're not happy within your first 60 days as a customer, we'll refund all your hosting fees. That's a serious commitment to customer service. The money-back guarantee has a few exclusions:

  • Domain Name Registrations, Transfers & Renewals
  • Any Setup Fees
  • SiteLock Security Services

99.9% Uptime Guarantee

We're serious about uptime, and we guarantee your site will be available 99.9% of the time. Our published server uptime stats show just how committed we are to maintaining incredible uptime levels - and you'll see that we frequently achieve 100% uptime.

If however your site isn't available for at least 99.9% of a calendar month, we will credit your account in line with the following scale:

  • 0 Minutes - 45 Minutes of Downtime (100% - 99.9%) - No Credit
  • 45 Minutes - 3 Hours 30 Minutes of Downtime (99.9% - 99.5%) - 10% Credit
  • 3 Hours 30 Minutes - 7 hours 15 Minutes of Downtime (99.5% - 99%) - 15% Credit
  • 7 Hours 15 Minutes - 14 hours 30 Minutes of Downtime (98% - 99%) - 25% Credit
  • More Than 14 hours 30 Minutes of Downtime (Less than 98%) - 100% Credit

The uptime guarantee excludes any scheduled maintenance, and is for unplanned outages only. Credits are issued to your account which can be applied to future invoices, refunds are not processed. Please see our terms and conditions for full details.

1-Hour Support Ticket Response Guarantee

We provide technical support 24/7 via our online helpdesk. Our average response time is typically within minutes, however if ever you don't get a reply within an hour hour, we will credit your account with £1 per ticket. Please note:

  • Support ticket must be logged properly for the Technical Support department via my.kualo.com
  • Excludes other departments - billing, sales etc.
  • Total credit cannot exceed your total monthly or monthly equivalent hosting fee
  • Does not guarantee issue resolution - only that you will receive a response from a human that your issue is being investigated
  • Credit must be requested by raising a ticket to the Accounts Department via my.kualo.com, and will be applied to your account for use on future invoices.

Price Freeze Guarantee

We guarantee never to increase the price you pay for hosting for the duration you remain a customer. There are a few exceptions to this policy as outlined below:

  • The price freeze guarantee applies to web hosting, Cloud VPS Hosting and Dedicated Servers only.
  • Applies to our regular list prices, and excludes discounts applied as part of promotional offers.
  • Services such as domain names, SSL certificates, licenced products and other services we re-sell from third parties may increase should we face increases to our own costs.