When we give a donation back.

The short version

• Ask us within 30 days and we will refund a donation that was a genuine mistake — a duplicate, a wrong amount, a card used without permission, or a technical failure on our side.
• A refund goes back to the card that paid, never anywhere else.
• Our fee is refunded too, in proportion. We do not keep a fee on money you did not end up giving.
• Ask us before you ask your bank. It is faster, and a chargeback costs the charity more than it costs us.

When we will refund

We will refund a donation, in full or in part, where:

• You were charged twice for the same donation, or charged an amount you did not authorise.
• You entered the wrong amount and tell us within 30 days.
• Your card was used without your permission. Tell us as soon as you notice. Also tell your card issuer — they can stop the card, which we cannot.
• Something went wrong on our side — a donation recorded against the wrong charity, a payment taken when the donation did not complete, or a fault that made the amount or the split wrong.
• The charity could not receive it. If a charity becomes ineligible before we have passed the money on, we will offer you the choice of another charity or a refund.

When we may not

Outside the situations above, a donation you meant to make is final. Changing your mind about a gift you intended to give is not by itself a reason we can refund, because the money has been committed to the charity. If you are in genuine hardship, write to us anyway and we will consider it — we would rather hear from you.

Once a donation has been passed on to the charity, we can no longer reverse it on our own. We will still take it up with the charity on your behalf where the circumstances warrant it, and we will tell you honestly what the outcome is.

What happens to the service fee

When we refund a donation we reverse our fee in the same proportion. Refund the whole donation and the whole fee comes back with it; refund half and half the fee comes back.

The calculation is always taken from the total refunded so far, not from each refund separately, so several partial refunds can never drift away from the right answer.

How to ask

Write to us at donations@giftdrop.app, or use the contact page, and tell us:

• the record number of the donation, which is on your receipt;
• the email address you signed in with;
• what went wrong.

You do not need to quote this policy or use any particular form of words.

How long it takes

• We acknowledge your request within 2 business days.
• We decide within 5 business days of having what we need from you, and tell you either way with our reasons.
• Your bank then takes 5 to 10 business days to put an approved refund back on your card. That part is your issuer’s timing, not ours.

Very occasionally a card issuer refuses a refund — usually because the card has expired or been cancelled. If that happens we tell you, and the donation stays recorded as it was rather than being shown as refunded when no money moved.

Disputes and chargebacks

If you disagree with something we have decided, reply and say so. We will look at it again, and a different person will answer where we can arrange it.

You are always free to raise a chargeback with your card issuer instead. We would rather you came to us first: a chargeback takes weeks, and where the money has already reached the charity it is the charity that bears the cost. If a chargeback is raised, we will provide your issuer with the record of the donation — the amount, the charity, the disclosure you were shown and the time you authorised it.

If we cannot resolve a complaint between us, you can take it to consumer affairs in your state or territory. In Victoria, that is Consumer Affairs Victoria.

Your rights

Nothing in this policy excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded. This policy sits alongside those rights; it does not replace them.