This Refund Policy applies to all monetary transactions processed through the BakkMe Service, including:
Because BakkMe does not custody user funds — transactions are processed directly by our payment partners (Stripe in most regions, and Korapay for select African mobile-money and bank rails) — refund eligibility, timing, and mechanics depend partly on those partners' policies and on the recipient's account status. We work within their constraints to give donors a fair and predictable refund experience.
Donations made through BakkMe are generally non-refundable. When you donate, funds are transferred to the campaign beneficiary or charity through our payment processor, often within minutes or hours. Once funds have settled to the recipient's account, recovering them requires the recipient's cooperation and may not always be possible.
We make exceptions to this rule in the specific cases listed in Section 3 below. Outside those cases, donations are final and binding.
You may request a refund in the following situations. We evaluate each request on a case-by-case basis and reserve the right to approve, deny, or partially approve any request.
If you were charged for a transaction that did not complete successfully on our side, or if you were charged more than once for the same donation due to a technical error, we will issue a full refund of the affected charge(s). This is the only category that is automatically eligible — no discretionary review is required.
If a donation was made from your account without your authorization — for example, due to a compromised account, an unauthorized device, or fraudulent activity — you may be eligible for a refund. You must report the unauthorized transaction within seven (7) days of the charge appearing on your account, and we may require additional information to verify the claim.
If a campaign you donated to is later determined by BakkMe, our payment partner, or a competent authority to have been fraudulent or to have materially misrepresented its purpose, you may be eligible for a refund. Such refunds depend on whether funds are still recoverable from the recipient and on the outcome of any investigation.
If a campaign organizer voluntarily cancels their campaign before funds have been disbursed to them, donors may be offered a refund. If funds have already been disbursed, refunds depend on the organizer's cooperation in returning the funds.
For donations that have not yet been paid out to the beneficiary — typically within the first 24 to 48 hours after the transaction — you may request a refund for any reason by contacting us. Once the payout has settled to the beneficiary, this option is no longer available and the cases above (3.1 to 3.4) apply instead.
If a refund is required under applicable law — for example, mandatory consumer-protection rules in your jurisdiction — we will comply with that requirement regardless of the general rule in Section 2.
To request a refund, send an email to support@bakkme.com with the following information:
We will acknowledge your request within two (2) business days and aim to provide a decision within fifteen (15) business days. Complex cases (especially fraud investigations or post-payout recoveries) may take longer; in such cases we will keep you informed of progress.
Approved refunds are returned to the original payment method whenever technically possible. The processing time and mechanics depend on the payment rail used for the original transaction:
| Payment method | Processor | Refund destination | Typical processing time* |
|---|---|---|---|
| Credit or debit card | Stripe | Original card | 5 – 10 business days |
| Apple Pay / Google Pay | Stripe | Underlying card on file | 5 – 10 business days |
| Mobile money (MTN, Orange, Airtel, Vodafone, etc.) | Korapay or hosted partner | Originating mobile-money wallet | 1 – 7 business days |
| Bank transfer | Korapay or hosted partner | Originating bank account | 3 – 15 business days |
| Hosted checkout (provider-specific) | Korapay / PayUnit | Per provider policy | Varies (see provider) |
*Processing time is the time from BakkMe issuing the refund to the funds appearing in your account. It does not include the time we take to review and approve your request (see Section 4). Your bank, card issuer, or mobile-money provider sets the exact posting time and is outside BakkMe's control.
In rare cases where the original payment method is no longer available (e.g. an expired card with no replacement on file, or a closed mobile-money wallet), we will work with you to find an alternative refund route. This may require additional verification and can extend processing time.
Mobile-money refunds are subject to the originating operator's rules. Some operators reverse the transaction automatically; others require manual intervention by the operator's support team, which can introduce delays. Where automatic reversal is not available, we will coordinate with our payment partner to issue a payout to your registered mobile-money number.
When a refund is approved, the following rules apply to the various fees associated with the original transaction:
The mechanics of a refund depend significantly on whether the funds have already been disbursed to the recipient.
If your donation has not yet been paid out to the beneficiary, BakkMe (through our payment processor) can typically issue a full refund without requiring the beneficiary's involvement. Pre-payout refunds are the simplest case and usually complete within the standard processing times in Section 5. The pre-payout window is typically 24 to 48 hours after the transaction, but can be longer for new beneficiaries pending KYC verification.
Once funds have settled to the beneficiary's account, refunds require either the beneficiary's cooperation (returning the funds to BakkMe) or, in cases of fraud or unauthorized transactions, recovery action through our payment partners. Recovery is not always possible, and in some cases the donor's only practical recourse may be to dispute the charge with their bank or card issuer (see Section 9 on Chargebacks). Where recovery succeeds, the refund is issued under the rules in Sections 5 and 6.
Tips to creators and other in-app payments are subject to the same general rule as donations: they are non-refundable except in the cases listed in Section 3. Creator-specific terms in our creator monetization program may impose additional rules (for example, a chargeback by a viewer may result in the corresponding amount being deducted from the creator's earnings).
You retain the right to dispute a charge directly with your bank, card issuer, or mobile-money operator. We ask, however, that you contact us first using the process in Section 4 — we can usually resolve refund-eligible cases faster and without the chargeback fee that your bank may pass along to you.
If you initiate a chargeback without contacting us first:
Where a donation has been treated as tax-deductible (for example, donations to a registered charity in a jurisdiction that allows it), a refund may affect the tax position of both the donor and the recipient. BakkMe does not provide tax advice. We recommend that you consult a qualified tax advisor about the implications of a refund in your specific situation. We may, where required by law or by our charitable-partner agreements, notify a recipient charity that a tax-receipted donation has been refunded.
Some jurisdictions provide additional consumer protections that may apply to your transaction. Where they apply, those protections take precedence over the general rules in this policy.
If you believe local consumer law entitles you to a refund that this policy does not cover, please mention this in your refund request and reference the specific law where possible.
BakkMe employs fraud-detection systems to protect donors, beneficiaries, and the integrity of the platform. We reserve the right to:
We may update this Refund Policy from time to time to reflect changes in our practices, payment partner policies, or legal requirements. When we make material changes, we will update the "Last updated" date at the top of this page and, where appropriate, provide notice through the Service. Continued use of the Service after a change constitutes acceptance of the updated policy.
For all refund requests and questions about this policy:
BakkMe Support
Email: support@bakkme.com
Subject line: please include "Refund request" and your transaction reference
Response time: within 2 business days; decision within 15 business days for most cases