Charges, refunds and illness
When we charge you
We only charge your card when a check-in deadline passes without a check-in, at the amount you agreed when you signed. In a group pact, you can also be charged when another member misses the target for the day or week, up to the maximum shown before you joined. Each charge is one card payment with two parts: the charity payment, 85% given in full to Médecins Sans Frontières (UK), registered charity no. 1026588, and Pledgd's 15% platform fee. You get an email for every charge.
85% of every missed pledge is donated to the charity you chose, currently Médecins Sans Frontières (UK), registered charity no. 1026588. The other 15% is Pledgd's separate platform fee.
If a charge looks wrong
Email [email protected] as soon as you can, ideally within 14 days of the charge, with the commitment name and the date. We still look at later requests. Tell us what happened. We will:
- reply within 2 working days;
- give you a decision within 10 working days;
- refund in full, to the card you paid with, if the charge was our mistake. Refunds take 5 to 10 working days to reach your account.
We always refund in full when
- you checked in on time but the app did not record it;
- Pledgd was down or not working when you tried to check in (we check our logs);
- you were charged twice, or charged a different amount from the one you agreed;
- you cancelled or paused a solo commitment before the deadline but were still charged (in a group pact, opting out or leaving never changes a day or week you were already locked into, so you are still charged for it);
- you cancelled within 14 days of signing (see Your right to cancel in our terms). For a one-off commitment, including a Today pact, that right ends once its deadline has passed; for a weekly pact, we refund anything charged under it.
Illness, emergencies and bereavement
Life happens. If you could not check in because you were seriously ill, in hospital, dealing with a family emergency or a bereavement, email [email protected] within 14 days. We do not ask for medical evidence. We will refund that charge in full, up to 2 times in any 12 months. If you know you will be unable to check in, pause a solo commitment in the app before the deadline: paused days are never charged. In a weekly pact, tap “I'm out next week” before Monday 00:00 UK time to sit the next week out; for a day or week you're already locked into, contact us.
If we refund a charge, the donation is reversed too. If the donation has already been paid to the charity, Pledgd covers the refund itself.
What we do not refund
A charge for a check-in you simply missed, outside the cases above. That is the commitment you chose.
If you are not happy with our decision
Use our complaints procedure. Please contact us before asking your bank for a chargeback: it is faster for you, and a chargeback costs us a bank fee and reverses the donation. Your legal rights, including any right to ask your bank to reverse a card payment, are not affected.