·12 Refund Policy
Honest refunds, fast.
We process most refund requests within 3 business days. Funds return to your original payment method in 5–7 business days. Self-serve from your dashboard, no phone calls, no chasing.
Refund timing
When you can refund — and how fast
0–24 hours
Same-day reversal
Failed transactions, double charges, or accidental donations are reversed automatically. No request needed — you'll see the reversal on your statement within 24 hours.
1–7 days
Standard refund window
Submit a refund request from your dashboard. Most decisions are made within 3 business days. Funds return to the original payment method in 5–7 business days after approval.
8–30 days
Extended window
Still eligible if the campaign has not yet been disbursed. Decision time may extend to 5 business days while we coordinate with the trust.
30+ days
Discretionary review
Eligibility no longer automatic. Approval depends on whether funds have been disbursed, the trust's status, and the reason for the request.
What qualifies for refund
Not every donation can be refunded. Here is exactly what is — and isn't — eligible.
Eligible
- ✓Failed payment that was nonetheless captured (gateway error)
- ✓Duplicate transaction within 60 minutes
- ✓Donation made by mistake (wrong amount, wrong campaign)
- ✓Campaign not approved or rejected by our review team after donation
- ✓Campaign creator subsequently suspended for fraud
- ✓Donor identity-theft / unauthorised use of payment instrument
- ✓Cancelled recurring donation — most recent charge only
Not eligible
- ×Funds already disbursed to the trust / beneficiary
- ×Change of mind after 30 days, with no other qualifying reason
- ×Disagreement with how a trust spent funds (escalate via grievance portal)
- ×Anonymous donations where identity cannot be verified
- ×Cash deposits (we do not process cash donations)
- ×Gift-card redemptions — the gift card itself can be cancelled before redemption
How to request
Self-serve in 5 steps
- 01
Open your dashboard
Sign in and navigate to "My Donations". Find the donation you want refunded.
- 02
Click "Request refund"
A form appears with a reason category dropdown and a free-text field for context.
- 03
Submit + receive ticket
You receive an email with a ticket ID. Track status from your dashboard.
- 04
Decision within 3 days
For straightforward cases — automatic. For grey-area cases, our team reviews. Decisions are emailed.
- 05
Funds returned in 5–7 days
After approval, the gateway initiates the refund. Bank-side credit takes 5–7 business days depending on your bank.
Frequently asked
Refund FAQ
How do I track the status of my refund?+
Your dashboard shows the ticket ID, status (Requested / Approved / Processing / Completed / Rejected), and the trust's response if any. You also receive email updates at each status change.
I donated to a recurring plan — can I cancel and refund?+
You can cancel the recurring plan immediately from your dashboard. Past charges remain — refund eligibility is per-charge and follows the standard rules above. Most recent charge is usually refundable; older charges depend on disbursement status.
What if the trust refuses to approve a refund?+
Trust approval is not required for refunds in the standard window. Our team makes the decision. If a trust suspends a refund through legitimate channels (e.g. funds already at hospital), we work with both parties.
Will I get the platform fee back?+
Yes. If the donation is fully refunded, the entire amount you paid (including all platform/gateway/GST components) is returned to the original payment method.
How is a refund delivered?+
Razorpay routes the refund back to the original payment method — UPI ID for UPI donations, original card for card donations, original bank for netbanking. Cross-method refunds are not possible.
My recurring donation was charged but I cancelled the campaign — what happens?+
If your cancellation reaches us before the next billing date, no charge happens. If the charge already went through, raise a refund request and reference the cancellation date — these are typically approved.
Can I get a partial refund?+
Yes, in specific cases — e.g. a duplicate of part of the amount, or a recurring donation where you donated extra by mistake. Detail the partial amount in your refund request.
Tax implications of a refund?+
If you already filed your IT return and claimed 80G on a donation that was later refunded, you must amend your return for that financial year. The IT Department's portal supports return revision until the assessment is closed (typically 12 months after the original filing).
Refund still not resolved?
The grievance portal escalates your case to our trust & safety team. Response guaranteed within 48 hours.