givestar facilitates donations to charities. As donations are typically considered gifts, refunds are only possible in limited circumstances.
When refunds may be available
You may request a refund if:
You made a mistake (e.g. wrong amount, duplicate donation, wrong campaign)
There was a technical error with your transaction
The payment was made without your authorisation (e.g. fraud)
When refunds are not usually available
Refunds are generally not provided if:
You have simply changed your mind
The donation has already been passed to and used by the charity
There is no clear error or issue with the transaction
How to request a refund
To request a refund, you must:
Contact us directly using the same email used to make the donation
Provide:
Your name
Transaction reference
Date and amount of donation
Reason for the request
Please note: fundraisers cannot request refunds on your behalf
How we process refunds
We will review your request and may contact the charity where appropriate
If the charity is already involved or has received the funds, their approval may be required
If the charity is not on Givestar, our team will assess the request carefully
Each request is assessed on a case-by-case basis
Timeframes
We recommend submitting requests within 14 days of your donation
We aim to respond within 5 working days
Approved refunds typically take 5–10 working days to appear in your account
Important information
Refunds are returned to your original payment method where possible
If Gift Aid was applied to your donation, it will be reversed if a refund is issued