020 523 0565
support@changa.co.ke

F.A.Q & Terms

Frequently Asked Questions

 

How is a fundraiser started?

You and your team can start a fundraiser via SMS on your mobile phone (Kenya Only) or online (Kenya & Global).

 

Does M-Changa work on all mobile networks?

M-Changa works on Safaricom, Equitel and Airtel in Kenya

 

How much does it cost to send a message to 22231?

Sending messages to 22231 is free (Safaricom, Airtel, Equitel only)

 

Which donation types may my M-Changa fundraiser receive?

Anyone in Kenya with Safaricom MPESA, Airtel Money or Equitel registered SIM card may donate via mobile money. Anyone in the world can donate via PayPal, SimbaPay and Credit Card.

 

Are donors charged for mobile money transactions?

All mobile money transactions sent to a M-Changa PayBill are free.

 

What’s the largest amount a donor can contribute to my fundraiser via mobile money?

Each mobile money donation is limited by maximum sending limits per transaction for each network (currently KES 70,000 on M-Pesa, Airtel Money and Equitel).

 

What fee and terms apply when my fundraiser receives a donation via PayPal or Credit Card?

Your fundraiser will be charged a 5% + KES 40 handling fee for each PayPal and Credit Card donation. Funds received through this method and related fees will reflect on your M-Changa account 24 hours from the time of donation, provided all security checks are complete. This is done to protect your fundraiser and M-Changa from fraudulent transactions. M-Changa uses Open Exchange rates to calculate current exchange rates.

 

What is the maximum donation my fundraiser may receive via Stripe or PayPal?

Large donations are subject to security checks to protect your fundraiser and should not exceed the local currency equivalent of USD $10,000 per transaction, unless through prior agreement with M-Changa.

 

What happens if my supporter donates to the wrong account number/name?

M-Changa resolves many spelling mistakes automatically. However, where this is not possible, M-Changa endeavors to effect the correction as soon as possible and within 36 hours.

 

May my supporters request a refund after they donate?

Yes, provided that the funds have not already been withdrawn. Fundraisers are alerted via SMS/phone with each refund request.

 

May I mass refund my supporters if my fundraiser stalls?

Refunds to supporters can be done at cost to the fundraiser owner. Refund charges for credit card transactions are USD 20 per transaction if not done within 20 days of the transaction. For mobile money donations, refunds are the KES equivalent of the standard mobile money transfer fee for the amount. To request a mass refund contact customer care.

 

Are there any additional charges for fundraisers with many transactions that I should be aware of?

Yes. After your fundraiser receives greater than 50 M-Pesa donations valued between KES 201 and KES 999, a KES 10 fee will be applied to your fundraiser balance for each additional donation.
*Please note this fee will reflect on your fundraiser statement as, “M-Pesa Surcharge” and will ONLY apply to donations via M-Pesa—there are no additional charges for contributions via Equitel or Airtel Money.

 

How long may I run my Mobile Phone fundraiser?

Your fundraiser can run indefinitely so long as a payment or withdrawal is completed once every 14 days. After 14 days your fundraiser will expire and you will stop receiving updates.

 

How long may I run my Online fundraiser?

You set the duration of your fundraiser when you register your account online. Your fundraiser will run for the length of the duration you choose.

 

May I start more than one fundraiser from my Mobile Phone?

No. You may only have one ACTIVE fundraiser per phone line (or SIM) at a time. However you can contribute to an unlimited number of fundraisers started by other people on M-Changa.

 

May I start more than one fundraiser Online?

No. You may only have one ACTIVE fundraiser per email account at a time.

 

Will M-Changa ever charge my fundraiser fees without warning me first?

No. We will always let you know before a fee is charged.

 

How much will it cost to send a group message to all contributors within a fundraiser?

For Mobile Phone and Online fundraisers, the first 250 messages you send are completely FREE of charge. Thereafter, each SMS you send costs KES 2.

 

Are there restrictions when withdrawing money from my fundraiser?

You may withdraw your funds at any time provided your balance exceeds KES 250.00
**Credit Card donations made to fundraisers in some circumstances will require additional validation, this may cause a delay in your withdrawal until the validation is complete

 

What does M-Changa need to know about me my fundraiser?

M-Changa and its subsidiaries and affiliates, including Changa Labs, have an obligation to carry out due diligence procedures on both individuals and organizations who utilize our services. These procedures are done to keep the platform safe for our customers, though it is ultimately up to the customer to decide if a given cause is worthy of contribution or engagement.
In keeping with our terms of service we will routinely collect information for international anti-money laundering (AML) and counter terrorism funding (CFT) compliance purposes based on fundraiser transaction volume, transaction value and other criteria as required. This information may include identification documentation, recorded interviews, as well as sworn statements. M-Changa’s customer care will contact you in advance of each requirement and explain in detail how to comply with the relevant due diligence.

 

How much does it cost me to withdraw my cash to my Mobile Phone?

The M-Changa service fee is 4.25% of the Total Amount Collected + Normal Network Charges (Safaricom, Airtel, Equitel only)

 

Does M-Changa Support EFT Transactions as a method of withdrawal?

EFT withdrawals are only available for Online fundraisers
EFT transactions are free of charge for amounts over KES 500,000.
EFT transactions cost KES 800 per transaction.
Minimum EFT transaction amount KES 40,000

 

How much does it cost my to withdraw my cash to my Bank Account via EFT?

M-Changa service fee is 4.25% of the Total Amount Collected + EFT Charges

 

How fast will I get my money when I withdraw?

You will receive your money within 1 - 4 hrs provided your withdrawal request is made before 8:00PM (EAT). Any requests after this time will be processed the next day.
*delays that are beyond M-Changa control (ie bank EFT transfer windows or network operator platform availability) can add significantly to the time it takes for you to receive your money

 

How safe is my money?

All donations to fundraisers via mobile money are held in mobile operator accounts (Safaricom Limited, Airtel Kenya, Equitel / Equity ), and can be withdrawn at anytime.

Per M-Changa terms of service, all funds are held in trust for the fundraiser until withdrawn. Fundraiser proceeds may only be accessed with explicit authorization from the fundraiser, using an authenticated mobile phone or username and password.

M-Changa allows you to nominate up to three treasurers who must approve withdrawals. M-Changa highly recommends using treasurers to further secure fundraiser collections.

M-Changa has implemented best-of-class IT infrastructure and security including:

End-to-End Cloud Redundancy, which allows M-Changa to have no physical servers to maintain.

Transaction load balancing and multiple connections to tier-1 Internet providers, making a service outage very unlikely.

A full back-up of all software and databases are sent to a geographically different server over 12 times per day.

All M-Changa records and logs are maintained for seven years.

Industry standard SSL 256 Bit Public-Private Key Encryption has been enabled on all sensitive areas of M-Changa's website.

M-Changa does not store, or have access to, contributor credit card numbers.

M-Changa is PayPal Verified

 

M-Changa Values

M-Changa's mission is to empower fundraising for Kenyans, by Kenyans. Transparency is extremely important to us and guides us in all activities. You can find details about our policies by clicking on the links below:

Our Commitment to Transparency, Fraud Prevention, and Excellence.
Fundraiser & Contributor Bill of Rights
Fundraiser Rights and Responsibilities for Credit Card Transactions

 

Indemnity

M-Changa is a content neutral provider of mobile alerts, fundraising applications, and related services. As such, M-Changa does not endorse any product, service, political party, or viewpoint. M-Changa reserves the right to monitor content on its systems and remove any that in its sole opinion M-Changa finds misleading, offensive, or otherwise inappropriate.

 

Prohibited Fundraisers

Fundraiser owners are not allowed to raise funds for illegal activities, to cause harm to people or property, or to scam others. Fundraiser campaigns must comply with applicable laws and regulations in connection with their campaigns. Fundraiser owners shall not make any false or misleading statements in connection with their campaigns. Fundraiser owners are prohibited from engaging in impersonation, copyright and patent infringement of any kind. Fundraising for political purposes directly related to election events are strictly prohibited as per the laws of the Republic of Kenya.

 

Terms of Use

To read detailed terms and conditions for M-Changa please see our Terms of Use

 

Privacy Policy

Once approved, you're fundraiser may automatically qualify to be published on changa.co.ke. At anytime you may request to have your fundraiser "not listed" or removed from changa.co.ke by contacting support@changa.co.ke For more details see the M-Changa privacy policy. Privacy Policy