Refund Policy
Refund Policy
We want you to give with confidence. Here's exactly how refunds work on BisaFund.
Important: BisaFund routes donations directly to the organiser's verified mobile money or bank account via our payment provider. BisaFund does not hold donor funds. Because of this, refunds are only possible in limited circumstances — primarily duplicate or erroneous payments that the payment provider can reverse before settlement, or where the organiser voluntarily agrees to return funds. BisaFund cannot guarantee recovery of donations once they have settled to the organiser's account.
When Refunds Are Available
- A duplicate or erroneous donation (e.g., accidental double-payment) that the payment provider can reverse before settlement.
- A payment that fails or is reversed by the payment provider before the funds settle to the organiser.
- Where the organiser voluntarily agrees to return funds directly to you after a dispute.
- Where BisaFund is legally required to reverse a platform-side error in the recorded donation amount.
Refund Timeline
- Refund requests must be submitted within 30 days of the donation date.
- Our team reviews each request within 5 business days.
- Approved refunds are processed back to the original payment method by the payment provider, typically within 7–14 business days.
- Refunds for mobile money donations may take up to 21 business days depending on the provider.
Non-Refundable Scenarios
- Donations that have already settled to the organiser's verified account — BisaFund cannot reverse or reclaim them because it never held the funds.
- Donations to campaigns that have since been suspended; BisaFund will block further donations and refer the matter to authorities but cannot recover settled funds.
- Donations made more than 30 days prior to the refund request.
- Tip amounts directed to BisaFund (the platform fee portion).
How to Request a Refund
- 1. Email our support team at the contact page with your donation reference number.
- 2. Include the campaign name, donation amount, date, and reason for the refund request.
- 3. Our team will review and respond within 5 business days. Where the payment provider can reverse the transaction, we will request it on your behalf.
- 4. If the funds have already settled to the organiser, we will suspend the campaign and refer the matter for investigation, but cannot guarantee recovery.