Refund & Cancellation Policy
When a donation can be refunded, how to request it, and how monthly giving is cancelled.
Last updated: TODO_CLIENT: date
Our position
Donations are voluntary gifts and are generally not refundable, because funds are committed to procurement and distribution quickly. We do, however, refund genuine errors — and we would rather correct a mistake than keep money a donor did not intend to give.
When we will refund
A duplicate transaction caused by a technical error. An incorrect amount entered in error — for example an extra zero — where you contact us promptly. An unauthorised transaction on your card or account. A donation to a seasonal appeal that we were unable to deliver within its window, where you would prefer a refund to redirection.
How to request a refund
Email TODO_CLIENT: email within 7 days of the transaction with your name, the amount, the date and the payment reference. We will acknowledge within 3 working days.
Approved refunds are returned to the original payment method within 7 to 10 working days. The timing after that is your bank's, not ours.
80G receipts and refunds
If an 80G receipt has already been issued for a donation that is later refunded, the receipt is cancelled and you must not claim the deduction. We will notify you in writing when this happens.
Cancelling monthly giving
You can cancel a monthly donation at any time, with no notice period and no reason required. Email TODO_CLIENT: email or call TODO_CLIENT: phone. Cancellation takes effect before your next scheduled payment provided we receive it at least 3 working days beforehand.
Payments already collected before cancellation are not automatically refunded, as they will already have been committed to the field. If that causes you difficulty, contact us and we will look at it.