Refund Policy

General Policy

Once a donation has been allocated to a verified case and paid to an approved pharmacy partner for medicine dispensing, refunds are generally not available. This protects patients awaiting treatment and ensures donor funds are used as intended.

Refunds may be considered only where platform error, fraud, or a qualifying circumstance applies, as outlined below.

Eligible Refund Situations

• Duplicate payment due to a technical error
• Payment confirmed for a case that was already fully funded at the time of settlement (concurrent transaction handling)
• Verified fraudulent activity linked to the donation
• Case rejected or withdrawn before any pharmacy payment has been made
• Donation amount exceeds the remaining case balance where overfunding is not permitted
• Failed or cancelled M-Pesa transactions that were incorrectly marked as paid (rare processing error)

When Refunds Are Not Available

• Medicines have already been paid for or dispensed through an approved pharmacy partner
• A donor changes their mind after a successful payment to an open, verified case
• A case closes or is fully funded after the donor's payment was correctly applied
• Disagreement with medical review outcomes or case eligibility decisions

Concurrent Payments & Overfunding

Checkout blocks donations above the remaining case balance. If two donors pay at nearly the same time and a case becomes fully funded before settlement completes, we review the later payment and may issue a refund or reallocate it to another verified case in need.

Failed or Uncompleted Payments

M-Pesa STK push payments that fail, time out, or are cancelled by the donor are not charged. No refund is required for donations that never reach Paid status. Check your giving history or M-Pesa message for confirmation.

Refund Process

• Email finance@gabrielnganga.com with your donation reference (e.g. DON-…), M-Pesa receipt number if available, and a brief explanation
• Our finance team reviews the request against case and payment records
• Approved refunds are processed within 14 business days via the original payment method where possible (M-Pesa to the paying number)
• Partial refunds may apply where only part of a donation qualifies for reversal

Transparency

Refunded amounts are included in our public financial summaries. See the Transparency page for platform-wide reporting.

Related Policies

For donation rules and payment flow, see our Donor Policy. For general platform terms, see our Terms and Conditions.

Questions

For refund status or receipt enquiries, contact finance@gabrielnganga.com. Include your donation reference in all correspondence.

Last updated: August 2026