Refund and Cancellation Policy

A person who has paid for a Foundation service, programme or event may submit a refund request within fourteen calendar days from the date of payment.

A request should, wherever possible, be submitted before the service has been provided or before the event has taken place.

Where a service is purchased through the Foundation’s website, applicable rights under the Electronic Communications and Transactions Act will be respected.

Subject to the exceptions provided by law, a consumer may cancel an electronic transaction for services within seven days after the agreement is concluded, without giving a reason or incurring a penalty. Where payment has already been made, the legislation provides for a full refund within thirty days after cancellation. (Parliament of Zambia)

The statutory cooling-off right may not apply where a service has already been fully performed with the consumer’s consent before the seven-day period ends or where another lawful exception applies. (Parliament of Zambia)

The Foundation’s fourteen-day request period does not remove or reduce any right available to a consumer under Zambian law.

Donations made to The Remnant Foundation are voluntary contributions intended to support the Foundation’s charitable programmes and activities. Donations are generally not refundable after they have been accepted and committed to the Foundation’s work.

Management may, however, approve a donation refund where:

• The same donation was processed more than once;
• The donor entered an incorrect amount by genuine mistake;
• A payment was made without the account holder’s authorisation;
• A payment-processing or technical error occurred;
• The donation was credited to the wrong campaign because of a system error; or
• Exceptional circumstances justify a refund.

A request concerning an incorrect, duplicate or unauthorised donation should be submitted as soon as reasonably possible and, where practicable, within fourteen calendar days of the transaction.

Refund requests will be reviewed by The Remnant Foundation management.

Management will consider:

• The reason for the request;
• The date of payment and date of the request;
• Whether the service has already been provided;
• Whether the Foundation has already incurred non-recoverable costs;
• The evidence supplied;
• The conditions communicated at the time of payment;
• The requirements of the payment provider; and
• Applicable Zambian law.

Management approval applies to discretionary refund requests. A refund or remedy that is mandatory under applicable law will not be denied merely because discretionary approval has not been granted.

The Foundation will communicate its decision to the applicant using the contact details provided.

Approved refunds will ordinarily be initiated within seven to fourteen business days after approval.

Refunds will normally be returned through the same payment method used for the original transaction. The Foundation may use another verified method where:

• The original method is unavailable;
• The payment provider does not support a reversal; or
• The payer and Foundation agree to another secure method.

After the Foundation initiates a refund, the time taken for the funds to appear in the payer’s account may depend on the relevant bank, card issuer, mobile-money operator or payment gateway.

Where a bank, card network, mobile-money operator or payment gateway charges a fee that it does not return to the Foundation, the treatment of that fee will depend on:

• Applicable law;
• The payment provider’s rules;
• The reason for the refund; and
• Whether the fee was clearly disclosed before payment.

The Foundation will not make an undisclosed administrative deduction from an approved refund.

A payer who notices a duplicate, incorrect or unauthorised transaction should notify the Foundation immediately.

For an unauthorised payment, the payer should also contact their bank, card issuer or mobile-money operator without delay.

The Foundation may suspend processing while it verifies:

• The transaction reference;
• The payer’s identity;
• The payment account;
• The amount received; and
• Any suspected fraud or payment dispute.

Service and event fees will be clearly displayed before payment. Prices will be shown in Zambian Kwacha, unless another currency is also displayed for information or payment-processing purposes.

The Foundation will not charge more than the displayed or agreed amount. Zambian consumer-protection law requires a trader to charge the displayed price and provides for reimbursement of any difference where a consumer is overcharged. (Parliament of Zambia)

Payers should retain their receipts, payment confirmations and transaction references. The CCPC recommends that consumers preserve transaction records when seeking redress. (ccpc.org.zm)

A person who is dissatisfied with a refund decision may submit a written appeal to Foundation management within seven calendar days after receiving the decision.

The appeal should include:

• The original refund request;
• The decision being challenged;
• The reason for the appeal; and
• Any additional supporting evidence.

Management will review the appeal and communicate the outcome within a reasonable period.

The Remnant Foundation may update this policy to reflect changes in its activities, payment systems, banking requirements or applicable law.

The latest version will be published on the Foundation’s website together with its effective date. A change will not unfairly remove a right that had already arisen before the change took effect.