Last updated: 4 Sep 2026
1. General position
Donations are voluntary contributions made to a selected campaign. A completed donation is not automatically refundable simply because a donor changes their mind.
2. Situations that may be reviewed
- A duplicate payment was confirmed for the same intended donation.
- The donor entered a materially incorrect amount and reported it promptly.
- A transaction was unauthorized or resulted from demonstrable account misuse.
- The campaign was confirmed to be fraudulent, misleading, or materially different from its approved purpose.
- The payment provider confirms a failed, reversed, or incorrectly settled transaction.
3. How to request a review
Submit the request through the Contact page and include the campaign name or link, donor phone or email, amount, payment date and time, Tele Pay reference, M-Pesa or provider reference, and the reason for the request.
4. Review process
Tele Pay may verify the transaction with the payment provider, campaign owner, beneficiary, officials, or internal records. Additional identity or payment evidence may be requested before a decision is made.
5. Funds already paid out
Where campaign funds have already been paid to the campaign owner or beneficiary, a refund may require their cooperation and may not be immediately available. Tele Pay does not guarantee recovery of funds that have already been transferred or used.
6. Provider charges and processing time
Payment provider, mobile money, bank, or administrative charges may affect the refundable amount where applicable. Processing time depends on verification, payout status, provider response, and the complexity of the request.
7. Fraudulent or abusive requests
False refund claims, altered evidence, chargeback abuse, or attempts to recover both a refund and campaign benefit may result in account restriction, investigation, or reporting to the relevant provider or authority.
8. Decision and communication
The requester will be informed through the contact details provided. Where a refund is approved, the return method may depend on the original payment channel and provider capabilities.