Refund Policy

Tusonde moves money between people. Once a contribution has landed in a collection it belongs to that collection and its committee, so refunds happen in a small number of defined situations, set out here.

When a collection is cancelled

An approved cancellation starts refunds for eligible contributions to the mobile money numbers they came from. Suspension pauses a collection for review; it does not itself start refunds. Refund progress stays on the collection record, and failed or held transfers may need support.

How much comes back

The original contribution processing fee is non-refundable. A refund returns the deposited contribution less the provider’s refund transfer charge. Tusonde adds no extra refund markup. Historical payments keep the fee policy recorded when they were made.

Because refund processing has a fixed fee per payment, small contributions lose a larger share to charges than large ones. The exact figure is shown on your refund confirmation.

If you gave by mistake

If you contributed the wrong amount, or to the wrong collection, contact the Organizer first. A refund of an individual contribution needs the Organizer’s request and the collection’s required approval, the same as a withdrawal, and is paid minus the charges above. If you cannot reach the Organizer, write to [email protected] with the transaction reference from your receipt.

What is not refundable

contributions that have already been withdrawn or paid out by the committee;
the transaction charges described above;
pledges, since no money moves until a pledge is paid;
cash recorded at a meeting, which Tusonde never holds. Cash is the committee's responsibility unless it was deposited into the collection by mobile money, in which case it is refunded like any other contribution.

Timing

Automatic refunds are sent within five working days of a cancellation. Refunds to a card take longer to appear, depending on the card issuer.

Card payments