This article is for donors on the Enthuse Platform
If you want to cancel a recurring card payment or Direct Debit you have set up for a charity, you can do this in our platform. If you don't have an account, you'll need to contact our Support Team who can action this for you. Additionally, refunds may be possible depending on the status of the payment. See below for details on refund eligibility and processes.
Note: Only the original donor can request cancellation due to privacy and security protocols. Third-party requests cannot be processed.
If you do have an Enthuse account
You can cancel this yourself by following the below steps. Sign in to Enthuse Select Accounts > Schedules in the menu
Find the recurring donation you wish to cancel.
Click the Pencil icon on the same row to open the Further Details pop up window.
Click Cancel Schedule in the pop up window.
Click Yes to confirm that you wish to cancel. Once you have cancelled your recurring payment, you will receive an email confirmation for your records.
Conditions for Refunds
Refund eligibility depends on when the payment was processed:
Recent Payments: Payments that have not yet been transferred to a charity can typically be refunded by Enthuse.
Historical Payments: Payments that have already been transferred to a charity cannot be refunded directly by Enthuse. In such cases, you must contact the charity directly for a refund. - Enthuse can assist in confirming any active recurring donations and processing refunds for payments that were mistakenly processed.
Handling Delays in Refund Processing
In the rare event of delays beyond the typical processing timeframe:
Confirm whether the refund has been processed.
Check with your bank for potential issues.
Re-contact Enthuse’s support to investigate delays.
Refunds for Historical Payments
If recurring payments were made and the funds have already been passed on to a charity:
Contact the recipient organisation directly.
Use their contact or donation support channels to explain the situation.
Request refund assistance for the specific payments. Enthuse does not have the authority to retrieve funds already transferred to external parties.
Refund Processing Timeframes
Standard Duration: 3-5 business days.
Possible Delays: Up to 14 days in rare cases.
Steps if Delayed: Follow up with Enthuse and your bank beyond the 14-day period.