Cancelling a donation: what to do if you want to cancel or refund

This article explains how donation cancellations work — the process is different depending on whether you are a member of the public who made a donation, or a charity handling a refund request.

I am a member of the public — how do I cancel my donation?

You can cancel your donation within 48 hours of making the payment by contacting Neighbourly directly. After 48 hours, cancellation is no longer possible through Neighbourly — you will need to contact the charity directly to request a refund, which is at the charity's discretion.

I am a charity — how do I handle a refund request from a donor?

If a donor contacts you requesting a refund after the 48-hour window has passed, the decision to refund is entirely at your discretion. Neighbourly is not able to process refunds on your behalf after the cancellation window has closed. You would need to arrange any refund directly with the donor.

Can donors cancel anonymously made donations?

Yes — even if a donation was made anonymously on the public-facing page, the donor's details are held privately. They should contact Neighbourly within 48 hours to cancel.