Text-to-donate terms and conditions

General terms and conditions

Thank you for supporting our work. 100% of your donation will go directly to UK for UNHCR and your donation will be added to your next phone bill or taken from your pay-as-you-go credit, plus your standard network rate. Please note that you cannot donate using this service from a Channel Islands or Isle of Man mobile or from outside of the UK.

Texted by mistake?

Charities sometime use the same keywords such as ‘WATER’ at different times so it’s important to check the five-digit shortcode number that you’re texting to and the keyword before you hit the send button on your phone.

If your intention was to donate to UK for UNHCR, but the shortcode or keyword you texted is invalid you may still be charged your standard network rate. UK for UNHCR will not receive 100% of the donation unless you use the correct shortcode and keyword combination.

If you’ve texted to donate to UK for UNHCR by mistake you may still be charged if the shortcode and keyword combination is active. You will know if it’s active if you receive a text back from UK for UNHCR to confirm the donation. In this instance, you can claim a refund by contacting your mobile network provider directly. If your network will not refund the donation please do contact us. However, we will not be able to make the refund until the text donation has cleared in our account, which could take over 90 days.

Permission to use the phone

If you are not the bill payer you must obtain permission from the actual bill payer before texting to donate. If you are under 16 years old, you must also have your parent or guardian’s permission to donate via text to UK for UNHCR.

Data protection 

This SMS service is being provided for UK for UNHCR by Cymba, 36 Gloucester Avenue, London NW1 7BB. Your mobile phone number will only be used by Cymba on behalf of UK for UNHCR for the purpose of processing your donation.

Communications from UK for UNHCR

Upon completion of your donation you will receive an SMS to confirm this. UK for UNHCR will not contact you further via SMS unless you have previously given your consent to receive communications from us. If you would like to be kept up to date with UK for UNHCR’s work or change your contact preferences, please visit www.unrefugees.org.uk/stay-informed, or contact us using the details below.

Contact us

If you have any queries concerning your SMS donation or any other query about how we handle personal data, please contact our Supporter Care team via any of the following:

Email: [email protected]

Phone: 020 3761 8094

Post: UK for UNHCR, WeWork, 1 Mark Square, London EC2A 4EG

This policy was last updated: December 2021

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