Cancellation & Refund Policy

1. Who handles your request

This policy applies to voluntary donations received by ROLLED SLEEVES OUTREACH PROGRAM NPC, trading publicly as Rolled Sleeves Foundation, CIPC registration 2023/951241/08, South Africa.

Send cancellation or refund requests to info@rolledsleevesfoundation.org. The Foundation handles these requests even where Payfast or another provider processed the payment.

2. Cancelling before payment

You may change your mind before authorising a donation by leaving checkout without completing payment. Closing a browser or arriving at a cancellation page does not reverse a payment already authorised or processed. Check your provider or bank confirmation before trying again to avoid a duplicate donation.

For a completed payment, contact us using the refund process below. A temporary bank authorisation hold may need to be released by the bank or payment provider rather than refunded by the Foundation.

3. When we review a refund

Please contact us promptly, ideally within 14 calendar days of discovering an issue. This request window is not a limit on your statutory rights or your bank's dispute procedures.

• Duplicate payments or an incorrect amount: after checking the payment records and circumstances, we will arrange the appropriate full or partial refund of money received in error.
• An accidental donation or change of mind: we consider requests fairly, including whether funds have already been lawfully committed or spent and whether a refund is required by law. A completed voluntary donation is not automatically refundable simply because a donor changes their mind.
• Suspected unauthorised use: notify your bank or card issuer immediately and inform us so we can help investigate. Do not wait for our response before protecting your account. Any refund is coordinated with the payment provider and bank to avoid paying the same claim twice.
• A purpose we cannot fulfil: where we expressly accepted a restricted donation and can no longer use it for that agreed purpose, we will contact the donor about an agreed alternative or return of the affected unused funds, subject to the written agreement and applicable law.

We do not apply a blanket “no refunds” rule to errors, unauthorised payments or refunds required by law. The Foundation does not impose a separate administration fee for processing an approved refund.

4. What to include

Use the subject Donation refund request and include the donor's name, contact email, donation date, amount and currency, transaction reference, and a short explanation. State whether you are requesting a full refund or a particular partial amount.

A redacted payment confirmation may help us locate the transaction. Do not email full card numbers, CVV/security codes, account passwords, one-time PINs or unnecessary identity documents. Where extra verification is necessary, we will explain what is needed and how to provide it safely.

5. Review and processing

We aim to acknowledge a request within five South African business days and provide a decision or progress update within ten business days. If verification or payment-provider checks take longer, we will explain the next step. These service targets do not extend a shorter legal deadline.

Once a refund is approved and the necessary payment details are verified, we aim to initiate it within five South African business days, or sooner where the law requires. We confirm the approved amount and send a refund confirmation once it has been submitted. The time taken to appear in your account depends on the payment method, provider and bank and is separate from our review time.

Card refunds are returned through the payment provider to the original card. Other payments are returned to the original verified payer using the original payment method where supported. If that route is unavailable, we will coordinate a lawful alternative with the provider and payer after verification; we do not redirect refunds to an unrelated third party. Refunds do not exceed the amount of the original contribution being reversed.

Foreign-exchange movements and charges imposed by banks or payment providers can affect an overseas donor's local-currency credit. We will explain the refund currency and any known limitations; this does not limit an amount we are legally required to return.

6. Recurring donations and standing orders

The current website donation form offers one-time contributions, not an automatic subscription. A one-time gift does not authorise future charges.

If you have separately arranged an authorised recurring contribution, ask us to stop future collections or use the cancellation controls provided with that arrangement. We will confirm cancellation; a payment already in processing may need to be handled under the refund process. For a standing order you created directly with your bank, cancel the instruction with your bank as well. Cancelling future contributions does not automatically refund earlier completed donations.

7. Campaign changes

Outreach dates, participating schools and delivery plans may change. General donations continue to support the Foundation's charitable work; they do not purchase attendance at an event or guarantee a particular date. Accepted restricted contributions are handled under section 3 and any separate written agreement. Material changes to a published campaign will be communicated through an appropriate campaign update or direct donor correspondence.

8. Your rights and further assistance

This policy does not remove any right to dispute a transaction with your bank or payment provider or exercise applicable consumer, cancellation, cooling-off or other statutory rights. Where mandatory law gives you stronger protection, that protection applies. Contact us again with your original reference if your request remains unresolved.

Read this policy alongside our Terms & Conditions and Privacy notice. Donation and refund enquiries should go to info@rolledsleevesfoundation.org.