01Scope

This policy applies to donations made to Grace Calvary Ministries through our website, including card donations processed by ABSA Bank through Visa CyberSource, and to any other official giving channel we list, such as M-PESA.

It forms part of our Terms & Conditions.

02Our General Approach

Donations are voluntary gifts and are usually put to work quickly to feed, educate and care for children. For this reason, a donation made intentionally is generally not refundable.

We will, however, always act fairly. If something has gone wrong with your payment, we want to know, and we will help put it right.

03When We Will Refund

• Wrong amount: you entered an amount different from what you intended (for example, KES 100,000 instead of KES 10,000).
• Duplicate payment: you were charged more than once for the same donation because of a technical or user error.
• Unauthorised payment: your card was used without your permission.
• Processing error: a fault with the payment system caused an incorrect or unintended charge.

In other exceptional circumstances, we will consider requests on a case-by-case basis.

04When We Cannot Refund

• Donations made knowingly and voluntarily, where there was no error.
• Requests received more than 14 days after the donation, except where the law or card scheme rules require otherwise.
• Bank charges, foreign transaction fees or exchange rate differences charged by your own bank or card issuer, which are outside our control.

05How to Request a Refund

Email admin@gracecalvaryministries.org within 14 days of your donation, with the subject line "Refund Request", and include:

• your full name and the email address used for the donation;
• the date and amount of the donation;
• the payment method (card, M-PESA or other);
• the transaction reference number from your payment confirmation (or the M-PESA transaction code and phone number);
• the reason for your request, and a screenshot of the confirmation or statement if available.

06What Happens Next

1. We acknowledge your requestWe confirm by email that we have received it.
   Within 2 business days
2. We review itWe check the transaction with our payment provider and may contact you for more information.
   Within 10 business days
3. We confirm the outcomeWe email you to say whether the refund has been approved and, if not, why.
4. We start the refundIf approved, we instruct ABSA Bank to return the funds to your original payment method and let you know when it has been started.
5. Your bank credits youCard refunds usually appear within 5 to 10 business days after we start them, depending on your bank. International cards can take longer.

07Card Refunds

• Card refunds are made only to the same card used for the donation.
• Refunds are processed in Kenyan Shillings (KES). If your card is in another currency, your bank will convert the refund at its own rate on the day, so the amount you receive may be slightly different from the amount originally charged.
• We cannot refund fees charged by your own bank or card issuer.

08M-PESA and Other Payment Channels

If you donated through M-PESA or another channel we list, please send us the transaction code and the phone number or account used. We will work with the provider to investigate and, where appropriate, reverse or refund the transaction according to that provider's rules and timelines.

09Unauthorised Transactions

If you see a charge from GRACE CALVARY MINISTRIES that you did not make:

• contact your bank or card issuer immediately to protect your account; and
• email us at admin@gracecalvaryministries.org so we can investigate and refund the charge.

10Chargebacks

Please contact us before raising a dispute (chargeback) with your bank. Most problems can be resolved directly and more quickly. If you do raise a chargeback, we will cooperate fully with your bank and our payment provider, and we may ask you to confirm the details of the transaction.

11Receipts After a Refund

If we have issued you a donation receipt or acknowledgement for a donation that is later refunded, that receipt is no longer valid. We will update our records and, if needed, issue a corrected acknowledgement.

12If You Are Not Satisfied

If you are unhappy with the outcome of your request, reply to our email and ask for it to be reviewed by the ministry's leadership. You may also contact your card issuer or the relevant payment provider's dispute service.

13Contact Us

For refund requests or questions about a payment: