Refunds & settlements
This policy explains what happens to money after a gift is started, and how refund requests are handled.
1. Failed and abandoned gifts
A gift is only recorded once the payment provider confirms it. If a payment fails, is cancelled or is abandoned at checkout, no gift is recorded and the church receives nothing. If your account was debited but the gift shows as failed, contact us with the reference on your receipt page and we will trace it with the provider.
2. Duplicate charges
Every gift carries a unique reference and provider confirmations are processed once only, so a repeated provider notification can never create a second gift. If a genuine duplicate debit occurs, it is refunded in full to the original payment method.
3. Requesting a refund
Gifts to a church are voluntary and generally non-refundable. Where a gift was made in error, for a clearly wrong amount, or without the giver's authorisation, email us within 30 days with the gift reference. Refund decisions for authorised gifts rest with the receiving church; Cheerfully processes the refund once the church approves it.
4. How refunds are paid
Approved refunds are returned to the original mobile money wallet, card or bank account. Timing depends on the provider and issuer, typically 3–10 working days. Provider fees on refunded gifts may not be recoverable.
5. Settlement to churches
Confirmed gifts, less transaction and platform fees, are settled to the church's verified bank or mobile money account on the provider's normal settlement cycle — usually the next working day in Ghana. Each settlement is matched to its gifts in the church dashboard. Settlement can be delayed where account verification is incomplete or a transaction is under review.
6. Chargebacks and disputes
If a giver disputes a charge with their bank, the provider may hold or reverse the amount pending investigation. We notify the church and share the evidence available.
7. Contact
Refund and settlement questions: contact our team. Read this alongside our terms of service and privacy policy.