1. Introduction

At Farewell Fund, we understand that every donation represents an act of generosity and compassion. We are committed to ensuring that donations are handled responsibly, transparently and in accordance with South African law. As donations made through Farewell Fund are voluntary contributions to support funeral-related fundraising campaigns, our refund policy is designed to balance the interests of donors, campaign beneficiaries and the integrity of the platform.

2. Can I Request a Refund?

Donations made through Farewell Fund are generally considered final and non-refundable. Once a donation has been successfully processed, the funds may already have been committed to the beneficiary or released to assist with funeral expenses. For this reason, Farewell Fund cannot guarantee that every refund request will be approved. Refund requests will only be considered under limited circumstances.

3. When May a Refund Be Considered?

Farewell Fund may consider a refund where:

  • A donation was made in error or an incorrect amount was donated.
  • A duplicate payment was processed.
  • A payment was processed without the donor's authorisation.
  • A technical or payment processing error occurred.
  • A campaign is found to be fraudulent or materially misleading.
  • Farewell Fund determines, at its sole discretion, that exceptional circumstances justify a refund.

Supporting documentation may be required before a refund request can be assessed.

4. When Are Refunds Not Available?

Refunds will generally not be issued where:

  • A donor changes their mind after making a donation.
  • The fundraising campaign does not reach its target.
  • The beneficiary receives sufficient funding from other sources.
  • The funeral arrangements change after the donation has been made.
  • The campaign has already been verified and the funds have been paid to the beneficiary, funeral parlour or another approved service provider.
  • The donor disagrees with how the beneficiary chooses to use funds that are consistent with the stated purpose of the campaign.

5. How Do I Request a Refund?

If you believe you qualify for a refund, please contact Farewell Fund as soon as possible. Your request should include:

  • Your full name.
  • Your contact details.
  • The campaign name.
  • The date and amount of the donation.
  • Proof of payment.
  • The reason for requesting the refund.
  • Any supporting documentation relevant to your request.

Refund requests should be submitted within 30 days of the donation being made.

6. How Long Does It Take?

Each refund request is reviewed individually. Farewell Fund aims to respond to refund requests within 10 business days after receiving all the necessary information. If a refund is approved, the funds will be returned to the original payment method where possible. Processing times may vary depending on your bank or payment provider.

7. Fraudulent Campaigns

Farewell Fund takes fraud extremely seriously. If a campaign is found to be fraudulent before funds have been released, Farewell Fund may suspend the campaign, cancel pending payouts and, where possible, arrange refunds for affected donors. If funds have already been paid to the beneficiary or another approved recipient, Farewell Fund will make reasonable efforts to recover the funds but cannot guarantee that recovery or reimbursement will be possible.

8. Payment Processing Fees

The payment processing fee shown to you at checkout is charged by our third-party payment provider and is generally not recoverable once a donation has been processed. Where permitted by law and depending on the circumstances of the refund, this fee may therefore be deducted from the refund amount. Any Administration Fee (including VAT) already retained by Farewell Fund may also be non-refundable where the donation has been successfully processed and platform services have already been provided.

9. Our Commitment

Farewell Fund is committed to operating a trusted and transparent crowdfunding platform. Every refund request is considered fairly and individually, with due regard to the interests of donors, beneficiaries and the purpose for which the donation was made.

If you have any questions regarding this Donation Refund Policy, please contact our support team at support@farewellfund.co.za, or via our contact page.