Refund policy

Once a contribution is confirmed and settled to an organizer, it is final. Contributors should treat a contribution as a donation and only give to campaigns and people they trust.

• Duplicate payment — the same amount was charged more than once for a single intended contribution.
• Wrong amount — a clear input error, reported within 24 hours and before payout.
• Technical failure — money left your wallet but no contribution was recorded against a campaign.
• Fraudulent campaign — the campaign is removed for misrepresentation and funds have not yet been paid out.
• Unauthorised transaction — the payment was made without the account holder's consent.

• You changed your mind after contributing.
• The campaign did not reach its goal — organizers keep what was raised.
• You disagree with how the organizer spent the money after a legitimate payout.
• Funds have already been paid out and the organizer will not return them; in that case we can help you contact the organizer, but we cannot reverse the transfer.

Send a request through the contact page within 30 days of the contribution, including the campaign link, the mobile money or transaction reference, the amount, and a short description of what went wrong. We acknowledge requests within 2 business days and aim to resolve them within 10 business days.

Approved refunds are returned to the original payment method — normally the same mobile money number the contribution came from. Mobile money settlement usually completes within 3-7 business days. Provider transaction fees may not be recoverable; where that applies we tell you before processing the refund.

A payment that fails or times out never becomes a contribution: no ledger entry is created and no money is held by Crowpay. If your wallet was debited but the campaign shows nothing after 15 minutes, contact us with the transaction reference and we will reconcile it against the provider record.

The contribution ledger is append-only. A refund never deletes the original record — it adds a linked reversal entry, so the campaign history always shows what happened and when.