Refunds and Cancellation
A donation made by mistake can be refunded. Here is when, how to ask, and how quickly we answer.
Last updated: 19 September 2026
1. When a refund is possible
If you entered the wrong amount, if the same gift went out twice, if it left your account without your agreement, or if you change your mind within fourteen days. In those four cases we refund the money without questioning the reason.
2. How to ask
Write to us with the date, the amount, the method used — mobile money or transfer — and the name the gift went out under. Those four things are enough to find it. Never send a security code or a password: we do not need one and we will never ask for one.
3. How long it takes
We acknowledge your request within five working days and refund within thirty days at the latest. How long it then takes depends on your operator or your bank, which is out of our hands. The refund goes back the way the gift came, to the account it came from.
4. If the money has already been spent
A donation may already have paid for something by the time the request reaches us. That is not held against you: we refund anyway, out of the association's current funds, and we tell you plainly what the gift had made possible.
5. If a campaign is cancelled
If an announced campaign does not happen, we write to every identifiable donor with a choice: move the gift to the next equivalent piece of work, or be refunded. Silence is not taken as agreement; if you do not answer, we refund.
A question about this policy?
Write to us: we answer donors, volunteers, families and partners. A policy nobody can question is not worth much.