Refund Policy

1.      Purpose
1.1.    Tshehetso Development Projects is committed to receiving and administering donations transparently, responsibly and in support of its public-benefit objectives.
1.2.    This policy explains how donations are received and when refunds may be considered.

2.    Application
2.1.    This policy applies to donations made through:
2.1.1.    Tshehetso’s website; 
2.1.2.    an online payment gateway; 
2.1.3.    electronic funds transfer; 
2.1.4.    payment links; 
2.1.5.    fundraising campaigns; and 
2.1.6.    any other approved payment channel. 

3.    Nature of donations
3.1.    Donations are voluntary contributions made without an expectation of receiving goods, services, ownership rights or financial returns.
3.2.    Unless otherwise agreed in writing, donations may be applied to:
3.2.1.    digital inclusion programmes; 
3.2.2.    youth development; 
3.2.3.    healthcare-access initiatives; 
3.2.4.    cyber safety and digital trust; 
3.2.5.    community activities; 
3.2.6.    programme administration; and 
3.2.7.    the reasonable operational costs of the Organisation. 

4.    Finality of donations
4.1.    A successfully processed donation is generally regarded as final.
4.1.1.    However, Tshehetso may approve a full or partial refund where:
i.    the same donation was processed more than once; 
ii.    the donor entered an incorrect amount; 
iii.    a technical or payment-gateway error occurred; 
iv.    the payment was unauthorised or fraudulent; 
v.    a campaign was cancelled, and the funds cannot reasonably be redirected; 
vi.    Tshehetso cannot accept the donation under its ethical or legal requirements; or 
vii.    exceptional circumstances justify a refund. 

5.    Refund requests
5.1.    A donor should submit a refund request within 30 calendar days of the payment.
5.2.    The request must include:
5.2.1.    the donor’s full name; 
5.2.2.    contact details; 
5.2.3.    donation date; 
5.2.4.    amount; 
5.2.5.    payment reference; 
5.2.6.    payment method; and 
5.2.7.    reason for requesting the refund. 
5.3.    Requests must be sent to:
5.3.1.    Email: fundraising@tshehetso.org.za

6.    Assessment
6.1.    Tshehetso may request supporting information before deciding a refund request.
6.2.    The Organisation may decline a request where:
6.2.1.    insufficient information is provided; 
6.2.2.    the payment cannot be verified; 
6.2.3.    fraud or abuse is suspected; 
6.2.4.    the funds have already been applied to the specifically designated purpose and no reasonable alternative is available; or 
6.2.5.    the request is inconsistent with law or payment-provider rules. 
6.3.    The fact that a donation has been allocated will not prevent Tshehetso from correcting a duplicate, unauthorised or demonstrably erroneous payment.

7.    Processing approved refunds
7.1.    Approved refunds will ordinarily:
7.1.1.    be paid through the original payment method; 
7.1.2.    be made to the original payer; 
7.1.3.    exclude payment-provider charges where those charges cannot be recovered, unless the error was caused by Tshehetso; and 
7.1.4.    be initiated within 7 to 14 business days after approval. 
7.2.    The payment provider or financial institution may require additional processing time.

8.    Restricted donations
8.1.    A donation made for a stated programme or campaign will, as far as reasonably possible, be used for that purpose.
8.2.    Where the purpose becomes impractical, unlawful, fully funded or no longer operational, Tshehetso may:
8.2.1.    contact the donor; 
8.2.2.    redirect the donation to a substantially similar purpose; or 
8.2.3.    offer a refund where appropriate. 

9.    Chargebacks
9.1.    Donors should contact Tshehetso before initiating a chargeback so that the matter can be investigated.
9.2.    Tshehetso may provide the relevant bank, card issuer or payment provider with transaction records reasonably required to respond to a chargeback.

10.    Donation receipts
10.1.    Tshehetso may issue an acknowledgement or ordinary donation receipt.
10.2.    A receipt must not be represented as a tax-deductible section 18A receipt unless the Organisation has the necessary SARS approval and the donation qualifies.