Refund & Cancellation Policy

A donation to a Ralli campaign is a gift, and — as with every major donation platform — donations are non-refundable by default. The exceptions below exist so genuine mistakes, unauthorised charges and fraud can be put right. Ralli holds no funds: a refund is a reversal executed by our payment partner from funds still held, or (after payout) a matter between the donor and the creator. Ralli instructs the payment partner to initiate a refund and tracks its progress; the partner executes the refund and returns the funds. Ralli does not hold or move the money itself.

For a short window after you donate — while the funds are still held and have not yet been paid out to the campaign — you can cancel your own donation instantly, using the “Cancel donation” link in your receipt email or the cancel action in your donation history when signed in. One click reverses the charge to your original payment method — no form, no waiting.

This window matches the payout-hold period (currently 48 hours). Once funds are paid out to the campaign, the button becomes “Request a refund,” handled through the creator and our Complaints Process — it’s no longer automatic, because the money now sits with the creator.

A refund returns your donation minus the payment-processing fees, which the payment providers don’t return to us and which we therefore can’t return to you. On small donations these fixed fees are a large proportion of the amount, so you may receive back significantly less than you gave — on a $1 donation, only a fraction. On larger donations the fee is small and the difference is minor. The exact amount you’ll get back is shown to you in the cancel flow before you confirm.

Refunds and cancellations are only available where the donation was made with a verified email — that’s how we securely confirm it’s really you and contact you about the refund. Quick $1 donations made without an email cannot be refunded or cancelled and are final; this is stated clearly before you donate.

• Change of mind within the window — self-service one-click cancel, net of fees, no reason needed.
• Duplicate charge or wrong amount — refunded; report via the cancel link or complaints if outside the window.
• Unauthorised card use / fraud — refunded to the original card once verified; often caught and auto-refunded by our fraud screening before you even ask.
• Campaign removed for integrity reasons before payout — donations refunded to donors.
• Undelivered reward — the creator must deliver or refund; Ralli is not the counterparty to the reward.
• Funds never withdrawn — refunded to donors after a reasonable period if the creator never completes withdrawal.

Every refund is returned to the same card or account the donation came from — never to a different destination. This protects you and stops refunds being used to move money between accounts (an anti-money-laundering control). We can’t redirect a refund to another card, person or bank.

If you dispute a charge with your bank (a chargeback), the card-network process applies and we provide the transaction evidence — but the one-click cancel and our refund process are faster and don’t put your donation into dispute, so please try us first. Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or Fair Trading Act 1986.

Within the window, use the cancel link in your receipt email or your donation history — it’s immediate. Outside the window or for special cases, contact support@ralli.fund (or complaints@ralli.fund). We acknowledge within 2 working days and aim to resolve within 20, in line with our Complaints Process. Approved refunds are typically returned to your original payment method within a few business days, depending on your bank.