Clear Guidance for Donation Concerns

Before making a donation, donors should review the information presented on the Foundation's donation page and confirm the amount and payment details before authorising a transaction.

The Foundation must publish its approved rules regarding donation acceptance, use of funds, cancellations and refunds. Do not assume that every donation is refundable or non-refundable without checking the actual policy and applicable law.

If you believe a donation was made in error, contact the Foundation using its verified official contact details. Explain the issue and provide the transaction reference so the request can be reviewed.

The outcome depends on the circumstances, transaction records, the Foundation's approved policy, payment-provider requirements and applicable law. Submission of a request does not automatically guarantee a refund.

If your bank statement shows multiple debits for one intended donation, or a payment was made for an incorrect amount, contact the Foundation and your payment provider or bank as appropriate.

Include the relevant transaction references, dates and amounts. Do not send full card numbers, PINs, passwords, CVVs or OTPs. The transaction records will need to be checked before any outcome is confirmed.

A payment page may show an error even when a bank debit appears in your account. The actual transaction status should be verified with the payment provider or bank before another payment is attempted.

If money has been debited but the donation is not confirmed, share the transaction reference with the Foundation through its verified contact channel. Any reversal or refund timeline depends on the transaction and the relevant provider or bank process.

To help the Foundation investigate a payment concern, provide the following information through the verified official contact channel:

• Your name and a contact method for the response.
• Donation date and amount.
• Payment reference or transaction ID, if available.
• A brief explanation of the issue.

Share only the information needed to investigate the issue. Never disclose banking passwords, card security codes, PINs or OTPs.

The Foundation should publish a realistic review timeframe after confirming its internal process and payment-provider arrangements.

Refunds or reversals, when approved or otherwise required, may take additional time depending on the payment provider and bank. Do not treat this template as a guarantee of a particular processing period.

A donation receipt should be issued only according to the Foundation's actual recordkeeping process and verified donation information.

If you have not received a receipt, or its details appear incorrect, contact the Foundation with your transaction reference. Any tax-related statement or benefit must be made only when supported by the applicable approvals and documentation.

Use the Foundation's official contact page to raise a donation or payment concern. The Foundation should add its verified contact details and any applicable complaint escalation process before launch.

This policy should be reviewed whenever the donation process, payment gateway or approved refund rules change. Publish the effective date only after the final version has been reviewed and approved.