If a donor contacts GiveNow and requests a refund of a donation made to an organisation through GiveNow, we will endeavour to help out.
If the funds have not been remitted to the organisation (and it is more than 2 business days prior to the monthly remittance proceeding), the donated funds can be refunded by GiveNow to the donor if the donor has a valid reason for requesting the refund. The only exception is a donation made by direct debit – this cannot be refunded as it does not leave a sufficient audit trail. The donor must go to the organisation to request a refund.
If the funds have been remitted to the organisation, the donor must contact the organisation directly to request the refund.
This is outlined in the Terms and Conditions agreed by the donee when registering an online donations appeal with GiveNow.