Manage Donorbox

How to cancel donorbox and reclaim control of your donations

What donorbox is and why you might want to leave

Donorbox is an online donation platform that helps nonprofits, community groups and individual fundraisers accept one-time and recurring gifts. The service integrates with payment processors like Stripe and PayPal, offering donor management tools, recurring giving plans and basic reporting for organisations across South Africa and beyond.

You might be using Donorbox as a donor making regular contributions, or as an organisation managing fundraising campaigns. Either way, your reasons for cancelling are valid-whether you've found a better platform, your circumstances have changed, or you simply want to stop a recurring payment. Stopee understands that navigating cancellation can feel overwhelming, so we've mapped out every step to help you regain control of your giving or fundraising decisions.

Who uses donorbox in south africa

Small to medium nonprofits, faith communities, schools and individual fundraisers commonly use Donorbox for straightforward donation workflows. South African organisations can receive payouts through the platform, though some limitations on local payment methods may apply depending on your bank and processor.

Why cancellation matters to you

Whether you're a donor stopping a recurring gift or an organisation switching platforms, cancelling promptly prevents unwanted charges and protects your financial clarity. Stopee advocates for transparency in cancellation processes-and Donorbox does allow cancellations, but the method depends on who you are and which payment method you used.

Your consumer rights under south african law

South Africa's Consumer Protection Act (No. 68 of 2008) gives you significant protections when cancelling digital services and payment arrangements.

Key protections that apply to you

You have the right to cancel a recurring payment or service within 14 days of first payment without penalty. After 14 days, you can still cancel, but the provider may charge you until the end of your current billing cycle unless you invoke additional rights.

The Consumer Protection Act also requires that all terms and conditions be transparent and fair. If Donorbox makes cancellation deliberately difficult or hidden, that may violate your consumer rights. Stopee recommends documenting your cancellation request (via email) so you have evidence if a dispute arises.

If you encounter resistance from Donorbox, you can escalate to the National Consumer Commission (NCC) or your provincial consumer protection office. Keep records of all communications-dates, times, email addresses used and responses received.

Methods for cancelling donorbox by your user type

Cancellation depends on whether you're a donor or an organisation, and which payment method (Stripe or PayPal) processed your gift.

For donors: stopping a stripe recurring donation

If you're a donor who set up a recurring gift using Stripe, you can cancel directly through Donorbox without contacting the organisation.

1. Go to donorbox.org and click the "Donor Login" link at the top of the page
   • Enter your email address and password (or reset your password if you don't remember it)
2. Once logged in, locate your active recurring plans in your donor dashboard
   • You should see a list of all organisations you support with recurring gifts
3. Find the plan you want to cancel and click the red "Cancel this Plan" button
   • Confirm the cancellation when prompted
4. Check your email for a cancellation confirmation
   • Save this confirmation as proof that your recurring gift has ended

Pro tip: Cancellation via Stripe takes effect immediately. No further charges should appear on your card after you confirm cancellation.

For donors: stopping a PayPal recurring donation

PayPal recurring gifts cannot be cancelled inside Donorbox-you must cancel directly through PayPal's own system.

1. Log in to your PayPal account at paypal.com
   • Use your PayPal email and password
2. Navigate to your account settings or profile page and look for "Subscriptions" or "Recurring Payments"
   • This is often under "Account Settings" or "Payments"
3. Find the Donorbox subscription or recurring payment you want to stop
   • You may see it listed under the name of the organisation receiving donations
4. Click "Cancel" and confirm when prompted
   • PayPal will show you the cancellation date
5. Verify cancellation by checking your PayPal transaction history
   • No future charges should appear after the date shown

Warning: Donorbox cannot cancel your PayPal subscription for you. If you cancel only inside Donorbox, PayPal may continue to charge you. Always cancel directly in PayPal.

For organisations: cancelling a recurring donor plan

If you manage a Donorbox account for an organisation and want to cancel a specific recurring plan, you have control over Stripe-based plans but limited control over PayPal plans.

1. Log in to your Donorbox organisation account at donorbox.org
   • Use your organisation's email and password
2. Navigate to "Recurring Plans" in your dashboard
   • This is usually in the main menu under Campaigns or Donations
3. Locate the plan you want to cancel by its Plan ID
   • Plans are often listed by the donor's name or organisation receiving the gift
4. If the plan is Stripe-based, click "Cancel Plan" and confirm
   • Cancellation takes effect immediately for future charges
5. If the plan is PayPal-based, you cannot cancel it directly in Donorbox
   • You must contact the donor and ask them to cancel through their own PayPal account
   • Alternatively, ask Donorbox support for guidance on managing PayPal plan cancellations

For organisations: cancelling your donorbox service subscription

If you're an organisation paying for a Donorbox premium or service plan, you must cancel your subscription directly with Donorbox support-not through an app store or marketplace.

1. Contact Donorbox support at the email address listed in your subscription confirmation
   • This is typically premiumsupport@donorbox.org or support@donorbox.org
2. In your email, clearly state that you want to cancel your Donorbox subscription
   • Include your organisation name, account email and the plan name
   • Mention your subscription start date if you know it
3. Ask for written confirmation that your cancellation request has been received
   • Stopee recommends requesting this in writing to protect your interests
4. Wait for Donorbox to confirm cancellation in writing
   • Ask for the effective cancellation date and any refund details
5. Verify that no further charges appear on your payment method
   • Check after your next billing cycle to confirm

Pro tip: Donorbox's support team is usually responsive. If you don't hear back within 5 business days, follow up with another email and mark it as urgent. Keep copies of all communications for your records.

Timeline and what happens after you cancel

Understanding what occurs after you press "cancel" helps you avoid confusion and catch any billing errors early.

Stripe donations: immediate effect

When you cancel a Stripe-based recurring plan through Donorbox, the cancellation takes effect right away. No new charges are processed after the moment you confirm cancellation. Your next scheduled payment will not be charged.

PayPal donations: PayPal's timeline applies

PayPal cancellations follow PayPal's processing times, which are usually immediate, but may take up to one business day to take full effect. If PayPal has already processed a payment that was scheduled, that charge will not be refunded by the cancellation itself-you must request a refund directly from PayPal or the recipient organisation.

Your data and records remain accessible

Donorbox retains all donation records, transaction history and donor information according to its privacy and data retention policies. If you're an organisation, you'll still have access to all historical donor data and reports even after cancelling recurring plans. This data is yours and can help with compliance, accounting and future fundraising planning.

Access to your account

Cancelling a recurring donation as a donor does not delete your Donorbox donor account. You can still log in, view your past donations and create new ones if you change your mind. If you're an organisation cancelling your Donorbox service subscription, your account may be downgraded to a free tier or deactivated-ask Donorbox support what happens to your account after cancellation.

Refunds: what you can expect

Refunds for donations and refunds for Donorbox service fees are handled differently, and it's important to know the distinction.

Refunds for donations you've made

Donorbox itself does not process refunds for donations because the platform does not hold your money-it passes funds to the recipient organisation. This means that if you want a refund for a donation, you must request it from the organisation that received your gift, not from Donorbox.

If the organisation refuses to issue a refund and you believe the charge was unauthorised or fraudulent, you have rights under South African consumer law. You can contact your bank or card issuer and request a chargeback. Your bank can dispute the charge on your behalf and investigate whether it was legitimate. This process can take 30 to 90 days.

Warning: Chargebacks should be your last resort. Many organisations view chargebacks as disputes and may not engage with you further. Always try to contact the organisation directly first.

Refunds for donorbox service subscriptions

Donorbox's subscription terms typically allow you to cancel within 14 days of your first payment and receive a full refund. After 14 days, cancellation usually takes effect at the end of your current billing cycle, and no refund is issued unless South African consumer law requires one.

If you cancel within the 14-day window, contact Donorbox support and explicitly request a refund. Stopee advises keeping your subscription confirmation email to prove your purchase date, which starts the 14-day refund window.

If you are entitled to a refund under the Consumer Protection Act, you can escalate your request to the National Consumer Commission if Donorbox refuses. Always send cancellation and refund requests in writing (email) so you have documented proof.

Donorbox pricing and plan details

Understanding what you're paying for helps you decide whether Donorbox remains the right choice for your needs.

Pro tip: Donorbox pricing shown online is often in USD. To get an accurate quote in South African rand, contact Donorbox sales directly. Ask whether the cost quoted includes payment processor fees (Stripe and PayPal charge their own fees on top of Donorbox's platform fee).

Stopee recommends comparing Donorbox with other platforms like Givebutter, Classy or local South African solutions before committing to a premium plan. Your decision to cancel may be driven by finding a cheaper or more feature-rich alternative.

Common mistakes to avoid when cancelling

Cancellation feels straightforward until something goes wrong-we've seen donors get charged months after they thought they'd cancelled, and organisations struggle to communicate cancellation terms to their donors.

Mistake 1: cancelling only inside donorbox for PayPal donations

This is the most common error. If your PayPal subscription is set up, clicking "cancel" in Donorbox does nothing. You must log into PayPal and cancel there. Check your PayPal "Subscriptions" section to confirm the Donorbox donation is cancelled-if you see it listed, it's still active.

Mistake 2: forgetting to save your cancellation confirmation

After you cancel, Donorbox or PayPal sends a confirmation email. Stopee strongly recommends saving this email and taking a screenshot of the confirmation page. If a charge appears on your statement later, you'll need this proof to dispute it with your bank or argue your case to Donorbox support.

Mistake 3: not checking your statement after cancelling

Don't assume your cancellation worked just because you clicked the button. Monitor your bank or card statement for the next two billing cycles. If a charge appears after cancellation, contact Donorbox support immediately and provide your cancellation confirmation. Stopee advises acting fast-most banks have time limits for dispute claims.

Mistake 4: cancelling your account instead of your subscription

Some users accidentally delete their entire Donorbox account thinking it will cancel their subscription. Account deletion is permanent and may prevent you from accessing receipts or contacting support about refunds. If you only want to stop a recurring donation, cancel the specific plan-do not delete your account.

Mistake 5: not requesting a refund in writing

If you believe you're entitled to a refund (within 14 days, or under consumer law), don't just ask verbally or via chat. Email Donorbox support with the subject line "Refund Request-[Your Name]-[Subscription Start Date]". Written requests create a paper trail and are harder for Donorbox to ignore.

Your checklist for a successful donorbox cancellation

Use this checklist to ensure you've completed all steps and protected your interests.

When to escalate and protect your consumer rights

If Donorbox ignores your cancellation request or continues charging you after cancellation, South African law is on your side.

Steps to escalate a dispute

First, email Donorbox support again with a clear subject line: "Formal Cancellation Complaint-[Date]-[Account Email]". Reference your previous cancellation request and the date you submitted it. Give Donorbox 10 business days to respond.

If Donorbox does not respond or refuses to stop charging you, contact the National Consumer Commission (NCC). You can lodge a complaint online at ncc.org.za. The NCC can investigate your complaint and order Donorbox to refund you if your rights were violated. Stopee has helped thousands of consumers escalate to the NCC successfully when companies refused to honour cancellation requests.

You can also contact your provincial consumer protection office or your bank's dispute department. Your bank may reverse unauthorised charges on your behalf, especially if you have proof of your cancellation request.

Keep records of everything

Store all emails, screenshots, confirmation numbers and transaction records in a folder on your computer or cloud storage. If a dispute goes to the NCC or your bank, you'll need these documents to prove that you attempted to cancel and that Donorbox continued to charge you.

Donorbox contact and mailing address for legal notices

If you need to send a formal cancellation notice or complaint, use the address derived from Donorbox's Terms of Service for official correspondence.

For support requests and general cancellations: premiumsupport@donorbox.org or support@donorbox.org

For formal legal notices (including cancellation and refund disputes): Donorbox compliance team. Refer to your Donorbox service agreement for the exact registered address for legal notices, as this varies by entity location and jurisdiction.

When sending formal cancellation or refund notices, use registered mail or email with read receipt enabled so you have proof of delivery. Include your account email, subscription start date, plan name and the specific action you're requesting (cancellation, refund or both).

Your path forward: cancelling with confidence

Cancelling Donorbox is straightforward once you know which method applies to you. Whether you're a donor cancelling a Stripe recurring gift, managing a PayPal subscription or an organisation switching platforms, the key is to cancel promptly, save your confirmation and monitor your statement. Stopee empowers you with the knowledge that South African consumer law protects your right to cancel-and if Donorbox resists, you have clear escalation paths through the National Consumer Commission and your bank.

Remember that cancellation takes effect immediately for Stripe but requires your own action for PayPal. Refunds within 14 days are usually available for service subscriptions, though donations go to the recipient organisation, not Donorbox. Document every step, stay calm if issues arise, and don't hesitate to escalate to the NCC if you're treated unfairly.

Stopee has guided consumers through thousands of cancellations and service disputes. We understand your frustration if a company makes cancellation difficult, and we believe you deserve clarity and control over your money. If you need help navigating a Donorbox dispute or any other service cancellation, Stopee is here to support you every step of the way.