We deeply appreciate your generous support. If you believe an error has been made in connection with your donation, we will be happy to review your case.
1. General Policy
Donations made to Hope by Uswa Foundation are typically non‑refundable. As a charitable organization, funds donated are immediately put to use for rescue operations, veterinary care, shelter maintenance, and community relief programs. However, we understand that exceptional circumstances may arise.
2. Eligibility for Refund
You may request a refund within 7 days of the donation date if any of the following applies:
- Unauthorized Transaction: You believe your payment method was used fraudulently or without your authorization.
- Technical Error: A technical error caused an incorrect amount to be charged (e.g., duplicate charge, wrong amount).
- Clerical Error: The donation was made in error due to a mistake on your part (e.g., wrong amount entered).
3. How to Request a Refund
To initiate a refund request, please email us at donations@hopebyuswa.com with the following information:
- Your full name
- Date and amount of the donation
- Payment method used (PayFast, bank transfer, etc.)
- Transaction ID or reference number (if available)
- A brief description of the reason for the refund request
We will acknowledge your request within 2 business days and may ask for additional documentation to verify the claim.
4. Processing Time
Once approved, refunds will be processed within 10–15 business days. The time it takes for the refund to reflect in your account may vary depending on your bank or payment provider.
5. Non‑Refundable Cases
Refunds will not be issued in the following circumstances:
- Change of heart after the 7‑day window.
- Donations made through third‑party fundraising platforms (please consult that platform's refund policy).
- Donations where the funds have already been fully utilized for charitable programs before the refund request is received.
- Zakat, Fitrana, or other religious obligatory payments — these are considered final once received.
6. Disputes
If you believe your refund request has been unfairly denied, you may file a dispute with your bank or payment provider. We will cooperate fully with any legitimate investigation.
7. Contact Information
For any questions regarding this refund policy, please reach out to us:
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