Refund policy

Overview and scope

Every contribution helps protect children, strengthen families, and build caring communities across Eswatini. This policy explains when refunds may be requested, how requests are assessed, and how to submit a request.

It applies to individual donations, sponsorship contributions, corporate donations, online donations, card payments, EFTs, mobile money, debit orders, and other monetary contributions. It does not apply to grants, procurement contracts, funding agreements, or partnerships governed by separate written agreements unless expressly stated.

Our commitment

• Transparency and accountability
• Fair and respectful treatment of donors and sponsors
• Responsible stewardship of contributions
• Protection and safeguarding of children
• Compliance with applicable laws
• Respect for donor intentions
• Ethical fundraising and partnership practices

How contributions are used

Contributions are generally applied as quickly as possible to approved programmes and services, including child safeguarding, family strengthening, youth development, education support, emergency response, community development, and essential organisational support. Because contributions may be committed or used soon after receipt, refunds may not always be possible.

When a refund may be considered

Requests may be considered for a donation error, duplicate transaction, unauthorised transaction, incorrect recipient, or administrative error. Refunds may not be approved where a contribution was knowingly and voluntarily made, the donor changes their mind, funds have been allocated or used, the request cannot be verified, the request is fraudulent or unlawful, or the request is submitted more than 30 calendar days after the transaction.

Sponsorship and in-kind contributions

Future payments under a sponsorship, monthly giving programme, or recurring commitment may be amended or cancelled in accordance with applicable terms. Contributions already received and applied to approved programmes may not be refundable. In-kind contributions are generally non-refundable and non-returnable unless agreed in writing.

How to request a refund

Submit a written request within 30 calendar days and include your full name, contact details, transaction date, donation amount, payment method, transaction reference, proof of payment where available, and the reason for the request.

Email: sos.fundraising@sos-swaziland.org
SOS Children's Villages Eswatini
Engonweni Street, Waterford Road, Mbabane

Assessment, decisions, and appeals

We may verify transaction details, request supporting documents, consult payment processors, review programme commitments, and consider legal, financial, operational, and safeguarding implications. If approved, refunds normally use the original payment method; processing times vary and applicable charges may be deducted where legally permissible.

If you are dissatisfied, you may submit a written appeal explaining why and providing additional information. Where reasonably practicable, an uninvolved person will review the appeal.

Fraud prevention and changes

We maintain zero tolerance for fraud, corruption, money laundering, misrepresentation, identity theft, and other unlawful conduct. We may decline a request, conduct due diligence, suspend transactions, refer matters to authorities, or take other lawful action.

SOS Children's Villages Eswatini may update this policy from time to time. Updates will be published here with the revised effective date.