This is a website policy template. The final version should be reviewed against the foundation's actual donation, accounting and legal procedures.
1. General Donation Policy
True Life Charitable Foundation appreciates every voluntary contribution made in support of its charitable activities and community initiatives.
Because donations are voluntary contributions intended to support charitable activities, donors should review the donation amount and payment information carefully before completing a transaction.
Important: A donation is not a purchase of goods or services. Therefore, ordinary product-return concepts do not apply to charitable donations.
2. Donations Made By Mistake
If you accidentally enter an incorrect donation amount or believe you have made a donation unintentionally, please contact us as soon as possible.
We will review the request and the associated transaction details.
A refund, where appropriate, will depend on the circumstances of the transaction and applicable requirements.
3. Duplicate Donations
If you believe that the same donation was processed more than once because of a technical or payment issue, please contact us with the relevant transaction details.
After verification, an eligible duplicate transaction may be considered for refund.
Please provide:
- Donor name
- Email address used during payment
- Donation amount
- Date and approximate time of transaction
- Payment or transaction reference number
5. Payment Failure & Pending Transactions
Sometimes a payment may appear to have failed even though the amount has temporarily been debited from your bank account.
In such situations, please allow the payment gateway and banking system sufficient time to update the transaction status.
If the transaction remains unresolved, contact us with your transaction reference so that we can investigate.
6. How To Request A Refund
To request a refund or report a donation-related payment issue, contact us using the details below.
Please include as much information as possible so that we can identify the transaction quickly.
- Full name
- Email address
- Mobile number, if provided during donation
- Donation amount
- Date of transaction
- Payment gateway transaction/reference ID
- Reason for the refund request
7. Refund Processing
Where a refund is approved, the refund will generally be initiated through the applicable payment channel or payment gateway.
The time required for the amount to appear in the donor's bank account may depend on the payment gateway, bank, card issuer, UPI network or other financial institution involved.
The foundation cannot guarantee the exact time required by an external bank or payment provider.
8. Refund Eligibility
Refund requests are reviewed individually based on the transaction circumstances, available records and applicable requirements.
Examples that may be reviewed include:
- Duplicate payment caused by a technical issue
- Clearly documented accidental payment
- Verified unauthorised transaction
- Payment successfully debited but the donation transaction was not properly recorded
A request does not automatically guarantee a refund. The foundation may require additional information to verify the transaction.
9. Payment Gateway
Online donations may be processed through Razorpay or another authorised payment service provider.
Payment processing is subject to the applicable payment provider's systems, terms and procedures.
If a transaction is handled by a third-party payment provider, certain payment-related disputes may also need to be raised directly with that provider or the donor's bank.
10. Fraud Prevention
We reserve the right to investigate suspicious, fraudulent or unusual donation activity.
Where necessary, information may be shared with appropriate financial institutions, payment providers or lawful authorities in accordance with applicable requirements.
11. Changes To This Policy
True Life Charitable Foundation may update this policy when its donation process, payment provider or applicable requirements change.
The latest version will be published on this page.
12. Contact Us
For donation refund requests or payment-related questions, contact us using the details below.
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