Donor FAQs

Frequently asked questions you may have as a donor

Emma Smith avatar
Written by Emma Smith
Updated over a week ago

This article is for donors

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How is Enthuse different from other platforms?

Enthuse’s fundraising technology creates better experiences for supporters and higher brand recall for charities. This is because, unlike other platforms, we personalise website pages to put the charity’s brand first. This means more donors remember the cause and return to the site to donate again.

We’re proud that 43% more is given through branded payment pages.

Does Enthuse accept donations to private bank accounts or individuals?

At Enthuse, we work with UK and Irish registered charities to support their fundraising efforts. As a result, we encourage our fundraisers to select charities that are registered in the UK and Ireland. This ensures that the funds raised go directly to organisations that meet the necessary legal and regulatory requirements.

We do not offer crowdfunding services to allow individuals to raise funds for themselves.

What steps will you take if fraudulent activity is suspected?

Enthuse employs a comprehensive and robust system to ensure the security and integrity of all transactions carried out through our platform. Through an automated fraud detection system, every transaction is scrutinised to identify any potential fraudulent activities.

In the rare instance that our fraud detection system raises suspicion regarding a particular transaction, Enthuse takes immediate action to safeguard the interests of our users. In such cases, if there is reasonable cause to believe that a transaction could be fraudulent, Enthuse reserves the right to initiate a refund process to protect the rightful cardholder.

This proactive approach underlines our commitment to maintaining the highest standards of security and trust within our platform. By monitoring and addressing potential fraud, Enthuse aims to provide a secure and seamless experience for all users, ensuring that legitimate transactions proceed without interruption while minimising any potential risks associated with fraudulent activities.

Your security and peace of mind are of utmost importance to us, and we continue to refine and enhance our fraud prevention measures to uphold this commitment.

Is Enthuse’s payments portal secure?

Absolutely, Enthuse places paramount importance on the security of all transactions processed through its payments portal.
When it comes to donating, you can rest assured that our platform is equipped with top-tier security measures to safeguard your sensitive information.

Every donation made via Enthuse undergoes a stringent encryption process, ensuring that your data remains confidential and protected. The use of SSL (Secure Sockets Layer) technology, employing a minimum of 128-bit encryption, guarantees that all communication between your device and our servers is entirely secure. This advanced encryption protocol serves as a robust shield against any unauthorised access or data breaches.

All credit and debit card payments are handled through a payment gateway that meets the stringent requirements of PCI DSS (Payment Card Industry Data Security Standard) Level 1 compliance. This is the highest level of security certification in the payments industry, underscoring our commitment to maintaining the utmost standards of data protection.

In addition to encryption and compliance, our system incorporates firewalls, adding an extra layer of defence against any potential cyber threats. This comprehensive security infrastructure ensures that your donation experience on Enthuse remains not only seamless and user-friendly but also fortified against any security vulnerabilities.

Your financial information and personal data are handled with the highest level of care and safeguarded at every step of the transaction process. We continuously work to uphold our reputation as a secure and reliable platform for making a positive impact through charitable contributions.

Are donations safe with Enthuse?

At Enthuse, we understand that your donations are important to you. We know that you need to feel secure when giving your donations, which is why we have systems in place to ensure total protection.

We pay out donations either weekly or monthly dependant on the Charities choice. Monthly payouts are made around the 20th, or nearest working day thereafter. Transfers are always held in our clients' accounts prior to being distributed. This means that donations are completely ring-fenced and will always be protected.

Enthuse is registered with the Financial Conduct Authority under the Payment Services Regulations 2017 for the provision of payment services, under the reference number 797344. We are proud to provide our customers with a safe and transparent service, and we will always strive to ensure secure transfers and donations.

Is Enthuse Regulated

At Enthuse, our goal is to provide the highest quality of payment services for our users. As part of our commitment to quality, we are proud that we are registered with the Financial Conduct Authority.

The Financial Conduct Authority (FCA) regulates one of the most important markets in the world - the UK's financial services industry. By registering with the FCA, we can ensure that we meet their strict standards and provide our customers with a secure, safe, and reliable payment experience.

Enthuse is registered with the Financial Conduct Authority under the Payment Services Regulations 2017 for the provision of payment services, under the reference number 797344.

To learn more about the FCA or to view our official registration, please visit their website:

What is your refund policy?

Requesting a Refund

At Enthuse, we understand that sometimes donors may need to request a refund for their donation.

Enthuse can accept refund requests only up until the point that the donation has been passed to the charity client. We do not charge a fee to process a refund (even though we incur costs to do so) and we return all transaction fees associated with the original donation when making a refund during this period. After the funds have been transferred to the charity it isn't possible for Enthuse to process refunds as we no longer hold the funds. The donor would, at this point, need to approach the charity directly for a refund.

If you would like to request a refund for your donation, please contact us and provide us with the amount, date, proof of donation, and your request details.

Enthuse voluntary gift

In line with other fundraising platforms, charities sometimes choose to give the supporter the option to leave a small gift to contribute towards the cost of our platform when you make a donation.

When you make a donation, you will see a message about this on our platform.
This is entirely optional and down to you and how much you have and want to give.

Animated image of a gift being added to a donation on the Enthuse platform

We are overwhelmed by the generosity of the public because 70% of them chose to support the tech costs on behalf of the charity, ensuring more of what they give goes to people in need.

Enthuse donor fee cover

When you choose to support someone who is fundraising for charity (i.e. running a marathon or hosting a virtual coffee morning) you can choose to cover the full cost of the transaction.

When you make a donation, you will see a message about this on our platform.
This is entirely optional and down to you and how much you have and want to give.
This ensures 100% of what you give goes directly to the charity.

Why do Enthuse charge charities a fee?

Enthuse exists to help charities raise more money for their causes online which helps them have more impact. We help thousands of charities process millions of pounds from the generous public every month.

Our award-winning technology saves charities millions in software development and hosting costs every year, while providing them the online fundraising tools they need to flourish. Because we manage the tech for charities, they get more time to focus on fundraising and helping people in need. Our development team provides new innovations, for example our virtual events solution and appeal pages which have helped charities survive during the covid crisis in a time where help is needed more than ever. We also make sure payments are processed securely through our robust and rigorous protocols and tech.

Developing technology for charities costs money. But the return on investment for the charity outweighs the cost of the platform, plus it frees up resources for charities to focus less on admin and more on altruism.

At Enthuse, we strive to provide the best-in-class online fundraising tools to charities, so that they can reach more people and help more people in need.

Complaints policy

Enthuse is committed to providing a transparent and satisfactory experience for all our customers. Our Complaints Policy ensures there is a clear step-by-step process to raising, acknowledging, investigating and resolving any complaints.

Raising a Complaint: Customers can raise a complaint via email. One of our dedicated team will review and acknowledge the complaint within two business days.

Investigation: Upon acknowledging your complaint, our team will investigate it and may request clarifications from you if needed.

Resolution: We aim to resolve any complaints within ten working days.

Enthuse is dedicated to addressing all customers' concerns transparently and achieving satisfactory outcomes.

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