Effective Date: March 23, 2026
1. Overview
Forest Focus is committed to transparency and donor trust. We understand that circumstances may arise where you wish to request a refund of a donation made through our Platform. This Refund Policy outlines the conditions under which refunds may be granted and the process for submitting a request.
2. General Refund Policy
All donations made to Forest Focus are generally considered final and non-refundable. As a mission-driven environmental organisation, funds received are often committed to active programs and projects shortly after receipt. However, we recognise that genuine errors or exceptional circumstances may occur.
3. Circumstances Eligible for a Refund
Refund requests will be considered in the following circumstances:
3.1 Duplicate Transactions
If you were charged more than once for the same intended donation due to a technical error, you are eligible for a full refund of the duplicate amount. Please provide proof of both transactions when submitting your request.
3.2 Unauthorised Transactions
If a donation was made without your knowledge or authorisation (e.g., due to fraudulent use of your payment method), you may request a refund. We recommend also contacting your bank or payment provider immediately.
3.3 Technical or Processing Errors
If you were charged an incorrect amount due to a system or processing error on the Forest Focus Platform, we will issue a correction or full refund as appropriate.
3.4 Accidental Donations
If you accidentally made a donation and contact us within 14 calendar days of the transaction, we will review your request on a case-by-case basis. Refunds for accidental donations are not guaranteed but will be considered in good faith.
4. Non-Refundable Circumstances
Refunds will generally not be granted in the following situations:
- Requests submitted more than 30 calendar days after the transaction date.
- Change of mind or dissatisfaction with Forest Focus’s programmes after funds have been allocated.
- Donations made as part of a fundraising campaign or on behalf of a third party, unless an eligible error occurred.
- Situations where the donor has already received a tax receipt and the refund would require reversal of a tax benefit.
5. Refund Request Timeframes
| Reason for Refund | Eligible Window | Decision Timeframe |
| Duplicate transaction | Within 30 days | 3–5 business days |
| Unauthorised transaction | Within 30 days | 5–7 business days |
| Processing/technical error | Within 30 days | 3–5 business days |
| Accidental donation | Within 14 days | 7–10 business days |
6. How to Request a Refund
To submit a refund request, please follow these steps:
- Send an email to info@forestfocus.co.tz with the subject line: “Refund Request – [Your Name] – [Transaction Date]”.
- Include your full name, email address used at the time of donation, transaction ID or reference number, amount donated, date of transaction, and reason for the refund request.
- Where applicable, attach supporting evidence such as bank statements or screenshots showing duplicate charges.
Alternatively, you may submit a request via our contact form at www.forestfocus.org/contact.
7. Refund Processing
Approved refunds will be processed back to the original payment method used at the time of the donation. Please allow the following:
- 3–5 business days for us to review and approve your request.
- A further 5–10 business days for the refund to appear on your account, depending on your bank or payment provider.
Forest Focus is not responsible for delays caused by third-party payment processors or financial institutions.
8. Recurring Donation Cancellations
If you wish to cancel a recurring donation, please contact us at support@forestfocus.org or manage your settings through your Forest Focus account. Cancellations must be submitted at least 5 business days before the next scheduled charge to prevent that payment from being processed. Charges that have already been processed prior to a cancellation request are subject to this Refund Policy and are not automatically refunded.
9. Currency and Processing Fees
Refunds will be issued in the same currency as the original transaction. Please note that currency conversion losses, international transfer fees, or payment processing fees are non-refundable and may be deducted from the refunded amount where applicable.
10. Contact Us
For questions about this Refund Policy or to initiate a refund request, please reach out to us:
- Email: info@forestfocus.co.tz
- Website: www.forestfocus.co.tz/contact