Refund Policy

Our promise

Every gift to UNAPENDWA Children's Home goes directly toward the care, education and safety of the children in our home. We handle every donation with honesty and care, and we treat refund requests the same way — fairly and promptly.

Donations are voluntary gifts. Because funds are put to work for the children quickly, donations are generally not refundable. However, we will always refund a donation in the cases listed below.

When we will refund you

• Duplicate payments — if your mobile money or card was charged more than once for the same donation.
• Wrong amount — if you typed a different amount than you intended and tell us within 7 days.
• Charged but not completed — if money left your account but the donation was never confirmed on our side.
• Unauthorised use — if someone used your phone or card without your permission, tell us and your provider immediately.
• Cancelled recurring gifts — future instalments stop immediately once you ask us to cancel; past instalments follow the rules above.

How to request a refund

Contact us within 7 days of the donation with:

• the phone number or email you used to donate,
• the date, amount, and payment method (MTN, Airtel, card or checkout page),
• the transaction or reference ID if you have it.

Reach us through:

• WhatsApp: +256 783 988 111
• Email: unapendwahome@gmail.com
• The contact form on this site

How refunds are paid

Approved refunds go back the same way the money came in:

• Mobile money (PawaPay) — refunded to the same mobile money number, usually within 3–5 business days.
• Hosted checkout payments — refunded to the same wallet or card used; processing can take 5–10 business days.
• Checkout page — refunded through the channel you used to pay.

If the original channel is no longer available, we will agree an alternative with you directly.