If a donor contacts GiveNow requesting a refund of a donation made to your organisation, GiveNow will work with you to resolve the request. What happens depends on the payment method and whether the funds have been remitted to your organisation.
Credit card donations
- Before remittance: If the funds have not yet been remitted to your organisation in the monthly remittance process, GiveNow can refund the donation directly to the donor's credit card.
- After remittance: If the funds have already been remitted, the donor will need to request a refund from your organisation directly. Whether your organisation chooses to process the refund is subject to your own policies.
Direct debit donations
Donations made by direct debit cannot be refunded through the GiveNow system. The donor will need to contact your organisation directly to arrange a refund.
These processes are outlined in the Terms and Conditions agreed by your organisation when registering with GiveNow.
For information about event ticket refund policies, see Event refund policies and what happens when tickets are cancelled.