Refund Policy

When you give on Menda you are making a voluntary gift towards a specific hospital bill that the hospital treating that patient has already confirmed. You are not buying anything and you receive nothing in return.

Because of that, donations are not returned because you changed your mind. The money is committed to a real bill from the moment it is given.

Menda does not wait for a campaign to be fully funded before paying the hospital. Money is released while the campaign is still running, so treatment can start. A hospital waiting on a bill that is most of the way covered is a hospital that could have begun already.

The account a hospital is paid into is checked against the name its own bank holds for it before it can receive anything, and the patient sees each step as it happens.

Whatever the campaign raised is still sent to the hospital and credited against that patient’s account there. Nothing is held back and nothing is returned to donors because a target was missed.

The remainder of the bill stays what it always was: an amount the patient owes the hospital, to be settled with the hospital directly. Menda is not part of that arrangement and does not lend, guarantee or collect it.

There is no amount too small to put against someone’s bill. A campaign that raised a fraction of its target still sends that fraction.

Menda takes 3%, charged on what a campaign actually raises and never on more than its target. It is added on top of the hospital's bill rather than taken out of it, so a campaign that reaches its target clears the bill in full.

Separately from that, your bank or card issuer charges a fee to process the payment. That charge is added at checkout and shown to you before you pay, so the amount you choose to give is the amount that reaches the hospital bill. It is not Menda's fee and Menda does not receive it.

A campaign that never pays out is never charged anything. There is no fee while a campaign is raising, no fee if it is cancelled and the money returned, and no fee on a campaign that raised nothing.

Once a payout has been made, the fee on it is not refundable. It is charged for work already done: verifying the bill with the hospital, running the campaign, and moving the money.

The fee comes out of what is raised rather than being added to a donation, and a campaign's target is set above the hospital bill so that the fee does not come out of the treatment. A campaign that reaches its target pays the hospital the bill in full. On a ₦500,000 bill the target is ₦515,464 and the hospital is paid ₦500,000.

A campaign that reaches only part of its target is charged 3% of what it raised and nothing more, and the rest of the bill remains between the patient and the hospital, as with any other shortfall above.

A campaign can pass its target. Two people give at once, or one donation is larger than the amount still needed. Say a bill is ₦100,000 and a campaign that needs ₦3,000 more receives ₦10,000.

All of it goes to the hospital that patient is being treated at, and is credited to their account there. Nothing is moved to another patient, and nothing is returned. You chose that patient and that hospital, and the whole of your donation stays with both.

We do not split a donation. One payment is one receipt and one patient, so a gift is never divided between two campaigns.

This is different from the next section, which is about a donation that arrives when a bill is already settled and so cannot be used at all.

Donations do not always arrive the moment they are made. A bank transfer can settle an hour later, and two people can give the last of a bill at the same time. So money sometimes arrives for a bill that has just been covered.

It still goes to the same hospital, for the same patient. It is not moved to a different patient, it is not returned, and it is not held by Menda. What the hospital does with money beyond the bill is between the hospital and the patient.

This is the same answer as the section above, and deliberately so. There is no situation in which your donation goes somewhere other than the hospital treating the patient you chose.

These are not refunds of a gift. They are corrections, for the small number of cases where money should never have been taken or should never have been released.

• A payment was taken twice, or taken and never credited to a campaign. Tell us and we will trace it and return it.
• A campaign is found not to be genuine before the hospital has been paid. We do not release the money, and we return it to the people who gave it.
• A hospital withdraws its verification before payment, and no valid bill remains.

In each case the refund goes back to the account the payment came from, through Flutterwave. How long that takes is up to your bank, usually a few working days.

When the money has reached the hospital and been credited to the patient, the payment is complete and Menda cannot reverse it. From that point it is the same as if the patient had paid the bill themselves, and anything further is between the patient and the hospital.

If a campaign is later found to have been fraudulent, Menda will pursue recovery of the money and may take legal action and report the matter to the authorities. A hospital’s verification is what makes a campaign real, so a hospital that verifies a bill that was not genuine is answerable for it.

Use Report a problem in the Menda app, or email us. Tell us when you gave, how much, and what you paid with, and we will find it.

Every report is read by a person at Menda. We look into it and write back with what we decided, and you can see your reports and our replies in the app at any time. We aim to answer within five working days.

Email: support@menda.com.ng

We may update this policy. Material changes will be announced on this page and the “last updated” date will change. The policy that applies to a donation is the one in force when it was made.

Menda Health Technologies, Lagos, Nigeria.
Email: support@menda.com.ng