Refund Policy
Our commitment to fairness and transparency on donation refunds.
We handle every refund request with care and fairness. While donations to Islamic Relief Kenya are generally non-refundable — as funds are disbursed quickly to beneficiaries in need — we understand that genuine errors happen. Where a payment error, technical fault, or duplicate charge has occurred, we are committed to resolving it promptly and fully.
This Refund Policy applies to all donations made through the Islamic Relief Kenya donation platform at islamicrelief.or.ke. It covers donations made via M-Pesa, debit/credit card, and bank transfer.
By making a donation on our platform, you acknowledge that you have read and understood this policy. This policy forms part of our Terms of Service.
Donations made to Islamic Relief Kenya are voluntary contributions to humanitarian and development causes. Once a donation is processed and confirmed, funds are allocated to the designated cause and disbursement to beneficiaries begins promptly.
For this reason, completed donations are generally non-refundable except in the specific circumstances set out in Section 3 of this policy.
Change of mind, personal financial circumstances, or disagreement with how funds are used are not valid grounds for a refund under this policy. We encourage donors to review our causes carefully before donating.
We will process a full refund in the following circumstances:
- Duplicate payment: You were charged more than once for the same donation due to a technical error or double submission
- Incorrect amount charged: The amount debited from your account differs from the amount you intended to donate
- Unauthorised transaction: A donation was made from your payment method without your knowledge or authorisation
- Payment failed but funds were deducted: Your payment shows as failed or pending on our platform but your bank or M-Pesa account was debited
- Cause discontinued: The specific cause you donated to is discontinued before funds are disbursed, and you do not wish to redirect your donation to another cause
All eligible refund requests will be honoured in full, including any transaction fees where applicable. We will never charge an administrative fee to process a refund.
The following are not eligible for a refund:
- Change of mind after a donation has been successfully processed
- Donations where funds have already been fully disbursed to beneficiaries
- Requests made more than 48 hours after the donation was completed (except for unauthorised transactions, which must be reported within 7 days)
- Donations made as part of a fundraising campaign or on behalf of a third party
- Zakat, Sadaqah, or other religious contributions intentionally given as charitable acts
To request a refund, follow these steps:
Once a refund is approved, the time to receive funds varies by payment method:
Business days are Monday to Friday, excluding Kenyan public holidays. If you have not received your refund after the stated period, contact us with your reference number and we will investigate.
Refunds are always returned via the same payment method used for the original donation:
- M-Pesa donations are refunded to the same M-Pesa number
- Card donations are refunded to the same card
- Bank transfer donations are refunded to the originating account
We are unable to issue refunds to a different payment method or account than the one originally used. If the original payment method is no longer available, please contact us to discuss an alternative arrangement.
If you believe an error has occurred, we strongly encourage you to contact us directly first before raising a dispute with your bank or payment provider. We resolve eligible issues faster than a formal chargeback process, which can take 30–90 days.
If you initiate a chargeback or payment dispute without first contacting us, we reserve the right to provide your bank or payment provider with transaction evidence, including donation records and receipts, to contest the dispute where we believe it is unwarranted.
Fraudulent chargeback attempts — where a donor claims a payment was unauthorised when they intentionally made it — may result in restriction of your ability to use our platform and may be reported to relevant authorities.
For all refund requests or queries about this policy, please reach out to us:
Please include your donation reference number, the date of the transaction, and a brief description of the issue in all correspondence. This helps us resolve your request as quickly as possible.