1.1 This Refund Policy & Statement (the “Policy”) explains how refunds, cancellations, payment errors, payment disputes and fulfilment-related requests are handled for transactions made through GivingFridays.
1.2 GivingFridays may perform different roles depending on the transaction. For ordinary Donations to a mosque, charity, NGO or other Recipient, GivingFridays generally provides the technology platform and does not receive or hold the Recipient’s Donation funds. For certain food, sponsored fulfilment, Campaign Item or other transactions, GivingFridays may expressly act as the merchant, seller, fulfilment provider or other contracting party responsible for the relevant transaction or fulfilment.
1.3 The refund rules that apply depend on the type of transaction and GivingFridays’ role in it. This Policy forms part of the GivingFridays Terms & Conditions to the extent applicable to a transaction and should be read together with the Terms & Conditions, Privacy Policy, relevant campaign or checkout information and any mandatory rights under Applicable Law.
1.4 Nothing in this Policy guarantees that a refund, cancellation, reversal, replacement or other remedy will be available. The outcome depends on the nature and status of the transaction, GivingFridays’ role, the Recipient, the Payment Gateway, applicable campaign terms and Applicable Law.
2.1 Capitalised terms not separately defined in this Policy have the meanings given to them in the GivingFridays Terms & Conditions.
2.2 “Merchant Transaction” means a Purchase, Campaign Item, sponsored fulfilment campaign or other transaction in which GivingFridays expressly identifies itself as the merchant, seller, fulfilment provider or other contracting party responsible for the relevant transaction or fulfilment.
2.3 “Recipient Transaction” means a Donation, Purchase or other transaction processed through the Platform for or to a Recipient where GivingFridays is not the Merchant or Seller and the relevant funds are processed and settled through the applicable Payment Gateway arrangement.
2.4 “Refund” means the return of all or part of a successfully processed payment through an authorised refund process. A Refund is distinct from cancellation of a future Donation Schedule, a Payment Gateway reversal or a chargeback initiated through a bank, card issuer or payment provider.
3.1 For Recipient Transactions, GivingFridays provides the Platform and transaction-scheduling or facilitation technology. GivingFridays is not the Recipient of the Donation and does not itself hold, manage or control the Recipient’s Donation funds. Receipt by GivingFridays of any platform fee, service fee or other amount properly payable to GivingFridays does not mean that GivingFridays holds the Recipient’s Donation funds on the Recipient’s behalf.
3.2 Where funds have been processed or settled to a Recipient, GivingFridays may not have authority or technical ability to withdraw those funds from the Recipient or independently issue a Refund. GivingFridays may, where appropriate, assist with transaction references, Payment Gateway coordination or communication with the Recipient, but such assistance does not guarantee that a Refund will be approved or completed.
3.3 For a Merchant Transaction, GivingFridays may receive the payment and may itself arrange or assume responsibility for procurement, preparation, fulfilment or delivery in the role expressly identified for that transaction, subject to this Policy, the applicable campaign terms and Applicable Law.
4.1 Completed Donations made to or for the benefit of a Recipient are generally non-refundable once successfully processed, subject to Applicable Law.
4.2 A Donor’s change of mind, later preference for another Recipient, dissatisfaction with a Recipient’s activities, or a decision to stop future giving does not by itself create a right to a Refund of a completed Donation.
4.3 GivingFridays does not automatically redirect or transfer a completed Donation from one Recipient to another. Any request involving a completed Donation will be reviewed under this Policy and, where relevant, with the Recipient and Payment Gateway.
4.4 Nothing in this Section prevents review of a duplicate transaction, material processing error, unauthorised transaction, proven technical error or other circumstance for which a remedy is required by Applicable Law.
5.1 A Donor may cancel a Donation Schedule using the functionality made available by GivingFridays. Cancellation stops future transactions that have not already entered processing.
5.2 Cancellation of a Donation Schedule is not a Refund and does not reverse transactions already successfully processed.
5.3 A transaction that has already entered processing may not be capable of cancellation and may instead need to be addressed under the relevant provisions of this Policy, Payment Gateway rules and Applicable Law.
6.1 If a User believes the same transaction was processed more than once unintentionally, an incorrect amount was processed, or a material technical or processing error occurred, the User should contact GivingFridays promptly with the relevant transaction references and supporting information.
6.2 GivingFridays may review Platform records and available Payment Gateway information and may coordinate with the relevant Recipient or Payment Gateway where necessary.
6.3 Where a duplicate or incorrect transaction resulted from a User’s own selection, input or scheduling error, a Refund is not automatic. GivingFridays may assist with review, but the outcome remains subject to the transaction status, Recipient, Payment Gateway, this Policy and Applicable Law.
6.4 Where a material error is proven to have been caused by GivingFridays, GivingFridays will take reasonable steps to correct the error or provide an appropriate remedy, subject to Applicable Law and any necessary Payment Gateway or Recipient process.
7.1 A User who believes a transaction was unauthorised should promptly notify the relevant bank, card issuer or payment provider and should also notify GivingFridays at support@givingfridays.com.
7.2 GivingFridays may require reasonable information to investigate the matter and may provide relevant transaction, authentication, account and communication records to the Payment Gateway, financial institution, card network or other authorised party involved in the investigation.
7.3 Unauthorised-transaction claims may be governed by Payment Gateway, bank, card-network or statutory procedures. GivingFridays does not control the outcome or timing of an independent provider’s investigation.
8.1 A failed or rejected transaction ordinarily does not require a Refund where no successful charge or settlement occurred.
8.2 A transaction may remain pending, be delayed, be reversed or require further verification because of Payment Gateway, bank, card-network, fraud-control, authentication, Recipient-status, technical or regulatory requirements.
8.3 Where a transaction appears charged but remains pending or is later reversed, the timing for release or return of funds may be controlled by the Payment Gateway, card issuer, bank or payment method rather than GivingFridays.
8.4 GivingFridays may provide reasonable transaction information or assistance but does not guarantee a particular resolution time for matters controlled by third parties.
9.1 Where a completed Recipient Transaction has settled to a Recipient, any Refund may require the Recipient’s approval, participation or return of funds and may also require processing through the relevant Payment Gateway.
9.2 GivingFridays may refer the User to the Recipient, forward a request to the Recipient, provide transaction references, or assist with Payment Gateway coordination where reasonably appropriate.
9.3 GivingFridays does not guarantee that a Recipient will approve or fund a Refund. GivingFridays is not required to advance, substitute or use its own funds, platform fees or other amounts belonging to GivingFridays to satisfy a Refund obligation belonging to a Recipient or to reimburse a User for money already settled to a Recipient, except where GivingFridays is independently liable under Applicable Law.
9.4 Where a Refund is approved, the method and timing of the Refund may depend on the Recipient, Payment Gateway, original payment method, card network, bank and Applicable Law.
10.1 A Campaign Item may involve a meal, food package, blanket, stove, essential item, humanitarian supply, service or other item funded, sponsored or purchased for a beneficiary, community, project or charitable or humanitarian purpose rather than primarily for the User’s own personal use.
10.2 Unless GivingFridays expressly identifies itself as the Merchant or Seller, the relevant Recipient or campaign operator is responsible for procuring, supplying, distributing or applying the Campaign Item or associated funds, and GivingFridays’ role is limited to providing the Platform and facilitating the transaction through the applicable Payment Gateway.
10.3 Where GivingFridays expressly assumes the relevant merchant, seller, fulfilment-provider or contracting-party role, Sections 11 to 16 of this Policy apply to the Merchant Transaction in addition to any campaign-specific terms.
10.4 Mandatory consumer or statutory rights applicable to a Purchase are not excluded or restricted by this Policy.
11.1 GivingFridays may, from time to time, offer or arrange food, perishable items, consumable items, meal sponsorships, food packs or similar fulfilment-based Campaign Items where GivingFridays expressly assumes the relevant merchant, seller or fulfilment role.
11.2 Food, perishable and consumable Merchant Transactions are generally non-refundable once GivingFridays or its appointed vendor has materially commenced or irrevocably committed to procurement, preparation, packing, logistics, dispatch, delivery or other fulfilment, subject to Applicable Law.
11.3 A Refund, replacement or other remedy may be considered where the wrong item was delivered, the item was not delivered, GivingFridays is unable to fulfil the Merchant Transaction, or a material error was caused by GivingFridays, subject to the facts, available evidence and Applicable Law.
11.4 Where food or goods are intended for a Masjid, Recipient, community group or beneficiary, the sponsoring User acknowledges that the item is not being purchased for personal delivery to that User unless the campaign expressly states otherwise.
12.1 GivingFridays may operate sponsored fulfilment campaigns in which supporters contribute toward a stated quantity, value or fulfilment target and GivingFridays expressly assumes the relevant merchant or fulfilment role, consolidates the payments and arranges procurement, preparation, coordination or delivery.
12.2 Campaign pages may specify a target, closing date, intended Recipient or beneficiary, fulfilment method, expected timing and other campaign-specific conditions.
12.3 Once GivingFridays has materially committed the collected sponsorships to procurement, vendor confirmation, preparation, logistics, delivery or other fulfilment activity, payments are generally non-refundable, subject to Applicable Law.
12.4 Sponsored fulfilment campaigns are not ordinary personal delivery orders. The relevant food, goods or services may be delivered to a Masjid, Recipient, community group, beneficiary or other intended party rather than to the sponsoring User.
13.1 Unless the campaign page states otherwise, if a sponsored fulfilment campaign does not reach its stated target by the closing date, GivingFridays may extend the campaign period, close the campaign and proceed with partial fulfilment using the amount or quantity collected, or provide reasonably equivalent fulfilment consistent with the stated campaign purpose.
13.2 GivingFridays will not use a failed target as authority to apply funds to an unrelated purpose. Any alternative or equivalent fulfilment must remain reasonably consistent with the nature, purpose and intended beneficiary class of the campaign as presented to supporters, unless the campaign expressly discloses a broader permitted use or another treatment is required or permitted by Applicable Law.
13.3 A Refund or credit is not automatically due merely because a target is not achieved where GivingFridays proceeds with permitted partial or reasonably equivalent fulfilment consistent with the campaign terms and Applicable Law.
14.1 GivingFridays may appoint third-party vendors, suppliers, caterers, delivery providers or service providers to prepare, supply, pack, deliver or assist in fulfilling Merchant Transactions.
14.2 GivingFridays will use reasonable care in appointing vendors. Food preparation, ingredients, taste, packaging, portioning, temperature, delivery handling and other operational matters may be performed by the appointed vendor.
14.3 Where a complaint concerns vendor quality, preparation, packaging or delivery condition, GivingFridays may investigate, raise the matter with the vendor, seek supporting evidence and provide reasonable updates.
14.4 GivingFridays is not responsible for a third-party vendor’s independent act, omission, delay, negligence or quality failure except to the extent GivingFridays is responsible under Applicable Law or has expressly assumed the relevant obligation.
15.1 Cancellations are generally not available once a food, perishable, consumable, sponsored fulfilment or other Merchant Transaction has been confirmed and GivingFridays or its vendor has begun procurement, preparation, vendor commitment, logistics or fulfilment.
15.2 GivingFridays may consider a cancellation request on a case-by-case basis where material procurement, preparation, vendor commitment, logistics or fulfilment has not started, but consideration of a request does not guarantee approval.
15.3 Where a cancellation is approved, any Refund remains subject to the original payment method, Payment Gateway process, non-recoverable costs and Applicable Law.
16.1 If GivingFridays, having expressly assumed the relevant merchant, seller or fulfilment role, is unable to provide the stated fulfilment and no permitted equivalent or alternative fulfilment is reasonably available, GivingFridays may provide an appropriate remedy, which may include replacement, credit or Refund, depending on the circumstances and Applicable Law.
16.2 Where only part of the fulfilment is affected, any remedy may reasonably relate only to the affected part, subject to Applicable Law.
16.3 GivingFridays is not responsible for failed, delayed or affected fulfilment caused by inaccurate, incomplete or misleading information supplied by the User, except where Applicable Law provides otherwise.
16.4 Where GivingFridays cancels a Merchant Transaction or sponsored fulfilment campaign before material procurement or fulfilment has commenced and does not provide a permitted alternative fulfilment, GivingFridays will provide an appropriate Refund or other remedy required by Applicable Law.
17.1 Refund, cancellation, transaction-error or fulfilment-related requests should be sent to support@givingfridays.com.
17.2 The request should, where available, include the User’s name, email address used for the transaction, GivingFridays Donation or order reference, Payment Gateway transaction reference, transaction date and amount, description of the issue, and relevant screenshots, photographs or documents.
17.3 GivingFridays may request additional information reasonably necessary to identify the transaction, investigate the issue, communicate with the Recipient or vendor, or satisfy Payment Gateway, fraud-prevention, legal or regulatory requirements.
17.4 Failure to provide reasonably requested information may delay or prevent GivingFridays from completing its review.
18.1 GivingFridays will use reasonable efforts to review a complete request as soon as reasonably practicable. Recipient-dependent requests, vendor investigations, suspected fraud, Payment Gateway investigations, incomplete information or other complex matters may require additional time, and GivingFridays may provide an indicative timeframe where appropriate.
18.2 Approval of a Refund does not mean that the funds will appear immediately. Processing and crediting times depend on the Recipient where applicable, Payment Gateway, card network, original payment method, issuing bank or other financial institution.
18.3 Where GivingFridays is not the Merchant or holder of the relevant funds, GivingFridays’ review may result in referral, coordination or assistance rather than GivingFridays independently issuing the Refund.
18.4 GivingFridays may communicate the status or outcome of a request using the contact information associated with the relevant account or transaction.
19.1 Where a Refund is required by Applicable Law, the amount returned will be determined in accordance with that law.
19.2 Where a discretionary Refund is approved for reasons not caused by GivingFridays’ material error or failure to fulfil, the Refund may take account of non-recoverable Payment Gateway charges, vendor commitments, delivery costs, procurement costs or other amounts already irreversibly incurred, where such deduction is lawful and was reasonably connected to the transaction.
19.3 GivingFridays will not impose a deduction that is prohibited by Applicable Law or by the applicable Payment Gateway or payment-method rules.
20.1 Users are encouraged to contact GivingFridays at support@givingfridays.com before initiating a chargeback or payment dispute where the matter may reasonably be resolved directly. Nothing in this Section prevents a User from exercising a mandatory right to contact a bank, card issuer or payment provider.
20.2 If a chargeback or payment dispute is initiated, GivingFridays may provide relevant transaction records, account or authentication records, campaign details, fulfilment records, delivery evidence, correspondence, screenshots, Recipient information, vendor records and other supporting material to the Payment Gateway, card network, acquiring bank, issuing bank or other authorised party.
20.3 GivingFridays may temporarily restrict the affected transaction, fulfilment, payment functionality or other reasonably related Services while a chargeback, fraud investigation or payment dispute is under review where reasonably necessary to investigate or manage the dispute, prevent duplicate recovery, protect against fraud, comply with Payment Gateway requirements, or protect GivingFridays, a Recipient, vendor or other User.
20.4 A chargeback is determined under the rules and procedures of the relevant financial institutions or payment providers and is not the same as a Refund approved under this Policy.
21.1 GivingFridays may refuse, pause or investigate a Refund or cancellation request where there are reasonable grounds to suspect fraud, abuse, duplicate recovery, false information, manipulated evidence, unauthorised account use or other improper conduct.
21.2 GivingFridays may cooperate with Payment Gateways, financial institutions, regulators, law-enforcement authorities or other competent authorities where reasonably required or legally permitted.
21.3 Nothing in this Section permits GivingFridays to withhold a remedy that a User is legally entitled to receive under Applicable Law.
22.1 Nothing in this Policy is intended to exclude, restrict or modify any consumer, payment or other statutory right or remedy that cannot lawfully be excluded or restricted.
22.2 Where Applicable Law requires a Refund, replacement, re-performance, price reduction or other remedy, GivingFridays will comply with those requirements to the extent they apply to GivingFridays.
22.3 Where the relevant legal obligation belongs to a Recipient, vendor, Payment Gateway or other third party, GivingFridays may provide reasonable assistance but does not assume that third party’s legal obligations merely by providing the Platform.
23.1 This Policy forms part of the GivingFridays Terms & Conditions to the extent applicable to a transaction.
23.2 If there is an inconsistency between this Policy and the Terms & Conditions, the Terms & Conditions prevail unless this Policy expressly states that a transaction-specific rule applies or Applicable Law requires otherwise.
23.3 Recipient-specific agreements, including an applicable Master Service Level Agreement, Onboarding Agreement or Schedule, govern the relationship between GivingFridays and the relevant Recipient in accordance with their stated order of precedence. Those agreements do not create additional refund rights for an ordinary User unless expressly stated.
24.1 GivingFridays may update this Policy from time to time to reflect changes in the Platform, merchant or fulfilment activities, Payment Gateway arrangements, Applicable Law, operational requirements or legitimate business needs.
24.2 The current revision date will be published with the Policy. Where Applicable Law requires additional notice or consent for a material change, GivingFridays will provide such notice or obtain such consent as required.
24.3 An update to this Policy will not retrospectively remove a mandatory right or remedy that had already arisen under Applicable Law.
Last updated: 01 Sep 2026
