This article is for donors and fundraisers on the Enthuse Platform
If a donation made via Enthuse needs to be refunded, here's everything you need to know. All donors on Enthuse can receive a refund of their donation in accordance with our refund policy.
Only donors can request a refund.
A fundraiser cannot request a refund on behalf of a donor.
When can a refund be issued?
Enthuse can process refunds up until the point that funds have been transferred to the charity. We do not charge a fee to process a refund, and we return all transaction fees associated with the original donation.
Once the funds have been paid to the charity, Enthuse no longer holds them and is therefore unable to process a refund. At this point, the donor will need to contact the charity directly.
How long do refunds take?
Refunds typically take 3–5 working days to process and appear on your bank statement. In exceptional cases, it may take up to 14 days. If you have not received your refund within 14 days, please contact our support team to follow up.
Refunds, once processed, cannot be reversed. If a donation was refunded by mistake and you wish to proceed with it, you will need to make the donation again.
How to request a refund
For donors
If you'd like a refund on your donation, simply contact us and we'll be happy to help. Alternatively, the charity you donated to can also process the refund on your behalf.
To help us process your request, please provide:
Your donation receipt (a screenshot or email confirmation)
Your transaction reference number (found on your donation receipt)
The email address used to make the donation
The first line of your address and postcode
For fundraisers
If a donor to your fundraising page needs a refund, they should contact us directly and we'll be happy to provide support. Alternatively, the charity that received the donations can also issue the refund.
When Enthuse cannot process a refund
In some cases, Enthuse will be unable to process a refund directly. This includes:
When the funds have already been paid to the charity
When the charity processes all refunds themselves
In these situations, the donor should contact the charity directly.