Effective Date: 5/June/2025
At GivingHope.co.ke, we strive to ensure that our donors, supporters, and customers are fully satisfied with their contributions, purchases, or services. This Refund Policy outlines the terms under which refunds may be provided.
Refunds are issued only under specific conditions depending on the type of transaction (donations, goods, services, or event tickets).
Due to the nature of charitable donations, refunds for donations are granted only under exceptional circumstances, such as:
Refund requests must be made within 14 days of the transaction date. After this period, requests will no longer be eligible.
Refunds will be processed using the original payment method used during the transaction (e.g., M-Pesa, credit card, bank transfer).
Refunds for downloadable or digital products are not issued once the download has been initiated or delivered, unless the product is defective or not as described.
Items purchased from our store are eligible for a refund if:
The customer is responsible for return shipping costs unless the item was received damaged or incorrect.
If you receive a damaged or defective item, notify us within 48 hours with photo evidence, and we will initiate a replacement or full refund.
Refunds for workshops, sponsorships, and training programs will be granted only if:
The following items are non-refundable:
If GivingHope cancels an event, all paid tickets will be refunded in full to attendees.
If a user cancels event attendance or a booked service within the allowed timeframe, a partial or full refund may be issued at our discretion.
Refunds are processed within 7–14 business days after approval. Processing time may vary based on the payment method and bank policies.
All refund requests must be sent to info@givinghope.co.ke with full transaction details and a reason for the request.
We reserve the right to verify the identity of the refund requester to prevent fraudulent claims.
In case of accidental duplicate payments, we will refund the extra amount after verifying the transaction.
We are not responsible for refunding payments made through third-party platforms unless the payment was received by us directly.
Refunds will be made in the same currency used in the original transaction. Currency conversion charges (if any) are not refundable.
In case of disagreements regarding refunds, the matter will be resolved amicably through our internal review process before escalating to legal proceedings.
GivingHope.co.ke reserves the right to update this Refund Policy at any time. Changes will be communicated via our website.
We reserve the right to deny a refund if:
Refunds for donations or purchases made during special fundraising campaigns or offers will follow specific rules as indicated during the campaign.
Upon successful refund processing, a confirmation email or SMS will be sent to the requester.
Partial refunds may be granted where appropriate (e.g., where only part of an order was faulty).
If your refund is not processed within 14 business days, you can escalate the issue by emailing info@givinghope.co.ke or calling our helpline at +254 721 240 462.
This Refund Policy is governed by the laws of the Republic of Kenya, and any disputes shall be subject to the jurisdiction of Kenyan courts.