Last updated: 9 October 2026
1. About this policy
Shepherd’s Keep (a Section 21 company not for gain, Reg. No. 2001/001302/08; NPO No. 005-405; Public Benefit Organisation No. 18/11/13/856) is a home for abandoned babies, funded by gifts from the public. This policy explains how we treat donations made through our website, including by PayFast, PayPal and direct bank deposit.
2. Donations are voluntary gifts
A donation is a voluntary gift made to support our work. It is not a purchase of goods or services, and nothing is supplied in return. For this reason donations are generally non-refundable, and we ask donors to give only what they are comfortable giving. Gifts are used to care for the babies in our care, so funds are committed to that work as soon as they are received.
3. When we will refund
We will refund a donation (subject to the fee rules in section 5) where:
- it was made in error — for example, the wrong amount was entered (such as R5,000 instead of R500);
- it was a duplicate — the same donation was charged more than once;
- it was unauthorised or fraudulent — for example, a card was used without the cardholder’s permission; or
- we are unable to use it for the purpose it was given for, and the donor asks for it back instead of letting us apply it to our general work.
We may, at our discretion, consider other requests in exceptional circumstances.
4. How to ask
Email info@shepherdskeep.org.za or phone 031 466 1045 within 30 days of the donation, with:
- your name and contact details,
- the date, amount and payment method of the donation, and the payment reference or proof of payment, and
- the reason for your request.
We will reply within 5 business days. Requests made after 30 days may be declined, except in cases of fraud.
5. How refunds are paid
- Approved refunds are paid back to the original payment method (card, EFT or PayPal account) within 10 business days of approval. Your bank or payment provider may take longer to show it.
- Payment provider fees. PayFast, PayPal and banks charge us a processing fee on every online donation, and usually do not return it when a payment is refunded. As we are a non-profit with no funds to absorb this cost, a refund is paid net of any non-recoverable processing fee, and we will tell you the exact amount before we refund. This does not apply to a payment that was unauthorised or fraudulent, or a duplicate caused by our own error, which we will try to refund in full.
- Small donations. If the processing fee would equal or exceed the amount to be refunded, we will not be able to refund it. We will explain this when you contact us.
- Direct bank deposits are refunded by EFT to the account the donation came from.
6. Recurring donations
We do not currently offer recurring donations. If we do in future, you will be able to cancel at any time and cancelling will stop future payments; payments already made are treated under section 3.
7. Chargebacks and disputes
Please contact us first if you have a problem with a donation. We can usually resolve it quickly and without involving your bank.
8. Tax receipts
Please contact us if you need a receipt or tax certificate for a donation. If a donation is refunded, any receipt issued for it is cancelled and must not be used for a tax deduction.
9. Contact
Shepherd’s Keep, 1195 Bluff Road, Marlborough Park, Bluff, South Africa. Tel 031 466 1045 · info@shepherdskeep.org.za