Refund policy

1. How to ask for a refund

Contact us at our support page or through the support page. Include the payment reference from your receipt, the email you used, and which gift you want refunded. Do not send card numbers, PINs or one-time passwords.

2. Before payout

The payment provider pays each NGO its share on the next working day after the gift. Until that payout happens, a refund is a normal action for Goodzera staff: we review your request and, when it is approved, issue the refund through the payment provider.

3. After payout

Once a gift has been paid out, the money is in the NGO’s account. We still accept your request, but a refund can only go ahead with the NGO’s agreement, which we record with the case. We will contact the NGO for you and tell you the outcome. If the NGO does not agree, we will explain what other options you have.

4. Baskets and partial refunds

If you gave to several NGOs in one payment, each gift can be refunded on its own, or the whole payment can be refunded. A refund of one gift does not affect your gifts to other NGOs.

5. Processing fees

If the whole payment is refunded before payout, the processing fee is refunded too. If only some gifts are refunded, or the refund happens after payout, you receive the gift amount back but not the processing fee, because the payment costs have already been incurred. See the fees page.

6. How the money comes back

Refunds go back to the card or account you paid with. Once the refund is issued, the time it takes to reach you depends on the payment provider and your bank. We will tell you when the refund has been issued, and the payment provider’s confirmation is recorded against your gift.

7. What a refund changes

A refunded gift is shown as refunded in your giving history and in the NGO’s records, and the refunded amount is taken off the NGO’s totals and the campaign’s amount raised. The original payment and the refund both stay in the accounts, so the record is complete. A gift that has been fully refunded no longer gives access to that NGO’s supporters-only updates and no longer counts for update emails.

8. Payments you did not make

If a payment was made without your permission, contact your bank and us straight away. If you raise a dispute or chargeback with your bank, Goodzera and the NGO may share the payment records with the payment provider and your bank to resolve it. Please tell us too, so we can help and avoid a double refund.

9. Refund scams

Goodzera will never ask you to send money, buy anything, or share a PIN or one-time password to “release”, “verify” or “speed up” a refund. If someone does, it is a scam: do not pay, and report it to us.

10. Your legal rights

This policy does not limit any right you have under the Federal Competition and Consumer Protection Act 2018 or other Nigerian law. If you are not satisfied with how we handled your request, you can complain to the Federal Competition and Consumer Protection Commission (FCCPC). Our terms explain how complaints work.