Last Updated: 22nd October 2025
1. Introduction
Welcome to the NGO Portal at https://ngos.ke/ (hereinafter referred to as “the Portal,” “we,” “us,” or “our”).
This Refund Policy outlines the terms and conditions under which refunds are processed for payments made through our Portal. These payments are typically for services such as membership fees, event registrations, training programs, certification fees, and donations.
By using our Portal and making a payment, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy.
2. General Principle
Our general principle is to ensure fairness and transparency in all financial transactions. We strive to provide clear descriptions of all paid services. Refunds are considered on a case-by-case basis under the specific conditions outlined below.
3. Refund Eligibility by Payment Type
A. Donations
Donations made to NGOs listed on the portal or to the portal itself are typically non-refundable. We consider donations to be voluntary contributions meant to support the respective causes and are therefore final.
- Exception: A refund may be considered only in the case of a technical error (e.g., duplicate transaction due to a system glitch) or a proven case of fraudulent use of a payment card. The donor must contact us within 7 days of the transaction.
B. Membership Fees
- Annual Membership: Refunds for annual membership fees are generally not provided once the membership benefits have been activated. A pro-rated refund may be considered only if a written cancellation request is received within 14 days of payment and before any significant member benefits have been accessed.
- Application/Registration Fees: These are one-time, non-refundable fees that cover the administrative cost of processing an NGO’s application to be listed or registered on the portal, regardless of the application’s outcome.
C. Event Registrations (Conferences, Workshops, Webinars)
- Cancellation by Attendee:
- Cancellations received more than 14 days before the event: 100% refund.
- Cancellations received 7 to 14 days before the event: 50% refund.
- Cancellations received less than 7 days before the event: No refund.
- Substitution: You may transfer your registration to another qualified individual from your organization at no extra cost. Please notify us of the substitution at least 48 hours before the event.
- Cancellation/Postponement by Us: If the Portal cancels or indefinitely postpones an event, registrants will receive a 100% refund of the registration fee. The Portal is not responsible for any additional costs incurred (e.g., travel, accommodation).
D. Training Programs and Certifications
- Before Course Commencement: A full refund will be issued if a cancellation request is received at least 7 days before the course start date.
- After Course Commencement: Once course materials have been accessed or sessions have been attended, fees are non-refundable. Partial refunds may be considered under exceptional circumstances (e.g., medical emergency) with supporting documentation.
E. Incorrect or Duplicate Payments
If you have been charged incorrectly (wrong amount) or multiple times for a single service due to a technical error, please contact us immediately. We will investigate and process a full refund for the erroneous charge(s) upon verification. This must be reported within 7 days of the transaction.
4. Non-Refundable Situations
Refunds will not be provided in the following situations:
- If you change your mind about a donation or a service you voluntarily paid for.
- If you are unable to attend an event or access a service due to your own personal circumstances (unless covered under the cancellation policy above).
- For services already rendered or partially consumed.
- For minor discrepancies in service description that do not fundamentally alter the nature of the service provided.
5. Refund Request Process
To request a refund, you must:
- Contact Us: Submit a formal, written request via email to finance@ngos.ke.
- Provide Details: Include in your email:
- Your full name and organization name.
- Transaction ID / Invoice Number.
- Date of the transaction.
- Amount paid.
- Detailed reason for the refund request.
- Any supporting documentation.
We will acknowledge your request within 3 business days and inform you of the decision based on this policy.
6. Refund Processing Time
Once your refund is approved, it will be processed within 10-15 business days. The refund will be credited back to the original payment method used for the transaction. The time it takes for the refund to reflect in your account may vary depending on your bank or payment provider’s policies.
7. Contact Information
For any questions regarding this Refund Policy or to submit a refund request, please contact our support team at:
- Email: finance@ngos.ke / support@ngos.ke
- Subject Line: Refund Request – [Your Transaction ID]
8. Amendments to this Policy
We reserve the right to modify this Refund Policy at any time. Any changes will be posted on this page with an updated “Last Updated” date. Your continued use of the Portal after such changes constitutes your acceptance of the new policy.