Giving
Refund Policy
Contributions are treated as gifts, but mistakes happen. This sets out when a refund is available and how to request one.
Draft policy text. This wording is a working draft prepared for review. It is not legal advice and will be replaced with counsel-approved text before publication.
Last updated 31 May 2024
General position
Donations are generally non-refundable once funds have been committed to project delivery, because the money is typically converted quickly into materials and works.
When we will refund
Duplicate transactions caused by a payment error.
An incorrect amount entered in error, reported within fourteen days of the transaction.
Unauthorised use of a payment instrument, subject to verification.
A campaign cancelled before any funds are committed, where the donor prefers a refund to redirection.
How to request a refund
Contact us with your receipt reference, the transaction date and the amount. Requests are acknowledged within five working days.
Approved refunds are returned to the original payment method within thirty days. Transaction fees charged by payment providers may not be recoverable.
In-kind contributions
Materials, equipment and services cannot be refunded once received and deployed. Where an in-kind contribution has not been used, return can be discussed with the delivery team.
Disputes
If you are not satisfied with the outcome, you may escalate to the finance oversight function through the Contact page, marking your message 'Refund escalation'.
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