REFUND POLICY & STATEMENT
Thank you for visiting the Giving Fridays (“We”, “Us”, “Our”) website (www.givingfridays.com).
This Refund Policy & Statement explains the manner and way in which we may handle refund, cancellation, fulfilment, and related requests for food, perishable items, consumable items, sponsored fulfilment campaigns, and other approved merchant transactions where GivingFridays Pte. Ltd. acts as the Merchant and/or Seller.
This Policy applies only to purchases, sponsorships, fulfilment campaigns, or merchant transactions sold, arranged, or fulfilled directly by GivingFridays Pte. Ltd.
This Policy does not apply to completed donations made directly to mosques, NGOs, charities, recipients, or organisations listed on the GivingFridays platform. Such donations are governed by the GivingFridays Terms and Conditions available on our website. For avoidance of doubt, completed donations made through the GivingFridays donation platform are generally non-refundable, and only future scheduled donations may be cancelled in accordance with the GivingFridays Terms and Conditions.
This Policy supplements, but does not supersede, any prior terms, notices, disclosures, or conditions that may apply to specific campaigns, products, fulfilment activities, or merchant transactions. We may revise this Policy from time to time to ensure that it reflects our future developments, operational requirements, industry practices, and/or changes in legal or regulatory requirements. We recommend that you keep visiting this space for any further developments to this Policy.
Merchant and Seller
In this Policy, “Merchant” refers to GivingFridays Pte. Ltd. where GivingFridays receives payment directly for approved goods, food items, sponsored fulfilment campaigns, or other merchant transactions.
“Seller” refers to GivingFridays Pte. Ltd. where GivingFridays is the party offering, arranging, coordinating, selling, or fulfilling the relevant item, campaign, or transaction.
For the current phase, GivingFridays is the Merchant and/or Seller for the relevant food-based or sponsored fulfilment campaign transactions described in this Policy.
Food, Perishable and Consumable Items
GivingFridays may, from time to time, offer food, perishable items, consumable items, meal sponsorships, food packs, or similar fulfilment-based items through its website or application.
These items may include food or consumable items that are prepared, packed, supplied, or delivered by third-party vendors appointed by GivingFridays.
Food, perishable, and consumable items are generally non-refundable once the order has been confirmed, prepared, procured, dispatched, delivered, or consumed.
Refunds, replacements, or further assistance may only be considered where:
a. the wrong item was delivered;
b. the item was not delivered;
c. GivingFridays is unable to fulfil the order or campaign; or
d. there is a material error caused by GivingFridays.
Sponsored Fulfilment Campaigns
GivingFridays may run sponsored fulfilment campaigns where customers, donors, supporters, or users contribute towards a stated fulfilment target.
For example, GivingFridays may run a campaign to sponsor a target number of meals, food packs, or other approved items. Once the campaign target is achieved, GivingFridays will arrange procurement, preparation, coordination, and delivery to a recipient, masjid, community group, beneficiary, or other party selected by GivingFridays at its discretion.
Unless otherwise stated on the campaign page:
a. fulfilment will only take place after the stated campaign target is achieved;
b. no partial delivery will be made before the campaign target is achieved;
c. GivingFridays has the discretion to decide the recipient, masjid, community group, beneficiary, delivery location, delivery date, and fulfilment arrangement;
d. campaign updates may be provided after fulfilment has been completed or materially progressed; and
e. once the campaign target is met and GivingFridays has started procurement, preparation, vendor confirmation, logistics arrangement, or delivery, the payment is non-refundable.
Customers acknowledge that sponsored fulfilment campaigns are not ordinary personal delivery orders. The sponsored items are intended to be delivered to recipients, masjids, community groups, beneficiaries, or other parties selected by GivingFridays, and may not be delivered to the customer personally.
If the Campaign Target is Not Met
If a sponsored fulfilment campaign does not meet its stated target by the campaign closing date, GivingFridays may, at its discretion, close the campaign and proceed to provide the collected quantity, collected value, or reasonable equivalent fulfilment to a recipient, masjid, community group, beneficiary, or other party selected by GivingFridays.
GivingFridays may also, at its discretion, extend the campaign period before fulfilment.
Unless otherwise stated on the campaign page, no refund or credit will be provided merely because the campaign target is not met, provided that GivingFridays proceeds with a reasonable alternative fulfilment using the collected amount, collected quantity, or reasonable equivalent value.
Vendor Quality and Third-Party Fulfilment
GivingFridays may appoint third-party vendors, suppliers, caterers, delivery providers, or service providers to prepare, supply, pack, deliver, or assist in the fulfilment of food, perishable, consumable, or sponsored campaign items.
GivingFridays will use reasonable care in selecting vendors. However, food preparation, ingredients, taste, packaging, portioning, temperature, delivery handling, and quality are primarily the responsibility of the appointed vendor.
Where there is a complaint regarding food quality, preparation, packaging, delivery condition, or vendor standard, GivingFridays may assist the customer to raise the claim or complaint with the relevant vendor and provide reasonable updates where available.
GivingFridays shall not be responsible for any matter caused by the act, omission, delay, negligence, preparation method, ingredient choice, packaging, delivery handling, or quality standard of a third-party vendor, except where such responsibility cannot be excluded under applicable law.
Cancellations
Cancellations are generally not allowed once a food, perishable, consumable, sponsored fulfilment, or campaign-based order has been confirmed.
For campaign-based fulfilment, cancellations are generally not allowed once payment has been made, as GivingFridays may rely on the collected orders, quantities, and commitments to plan procurement, vendor arrangements, logistics, and recipient fulfilment.
GivingFridays may consider a cancellation request on a case-by-case basis only if procurement, preparation, vendor confirmation, logistics arrangement, or fulfilment has not started.
Refund Request Process
If you wish to submit a refund, cancellation, or fulfilment-related request, you may do so in writing or through email by sending us an email at:
support@givingfridays.com
Please include the following information:
a. your full name;
b. your email address used for the transaction;
c. order number, campaign reference, or transaction reference;
d. description of the issue;
e. supporting photos, screenshots, or documents where applicable; and
f. any other information reasonably requested by GivingFridays.
We may require reasonable time to review your request, depending on the complexity of the matter, the vendor response, payment records, fulfilment records, delivery records, and any supporting information provided.
Review and Processing Timeline
We will use reasonable efforts to review your refund, cancellation, or fulfilment-related request within seven (7) business days after receipt of complete information.
If a refund is approved, the refund will normally be processed within seven (7) to fourteen (14) business days, subject to the payment gateway, card network, payment method, and the customer’s issuing bank.
Approved refunds may be processed less any non-refundable payment gateway, delivery, vendor, or administrative fees.
The time taken for the refunded amount to appear in your account may vary depending on the relevant payment method, payment gateway, card network, or financial institution.
Payment Disputes and Chargebacks
Customers are encouraged to contact GivingFridays at support@givingfridays.com before initiating a chargeback or payment dispute with their bank, card issuer, or payment provider.
If a chargeback or payment dispute is initiated, GivingFridays may provide relevant transaction records, order details, campaign details, fulfilment records, delivery evidence, correspondence, screenshots, vendor records, and other supporting documents to the payment gateway, card network, acquiring bank, issuing bank, or other relevant party.
GivingFridays reserves the right to suspend further fulfilment, services, or access while a chargeback or payment dispute is under review.
Customer Responsibilities
Customers are responsible for ensuring that they read and understand the campaign page, product description, fulfilment conditions, refund terms, and any stated campaign target before making payment.
Customers are also responsible for ensuring that any information provided to GivingFridays is accurate and complete.
GivingFridays shall not be responsible for failed, delayed, or affected fulfilment caused by inaccurate, incomplete, or misleading information provided by the customer.
Compliance with Applicable Law
Nothing in this Policy is intended to exclude, restrict, or modify any rights that cannot be excluded under applicable law.
Where applicable laws require repair, replacement, price reduction, refund, or other remedy, GivingFridays will comply with such legal requirements.
Contact Us
If you have any questions, feedback, refund request, cancellation request, or fulfilment-related enquiry, please contact us at:
GivingFridays Pte. Ltd.
Website: www.givingfridays.com
Email: support@givingfridays.com
Effect of Notice and Changes to Notice
This Policy applies in conjunction with any other notices, contractual clauses, checkout disclosures, campaign terms, product descriptions, consent clauses, or terms that apply in relation to the relevant transaction, campaign, fulfilment, product, or service.
We may revise this Policy from time to time without any prior notice. You may determine if any revision has taken place by referring to the date on which this Policy was last updated.
Your continued use of our website, application, campaign pages, checkout pages, goods, sponsored fulfilment campaigns, or merchant services constitutes your acknowledgement and acceptance of such changes.
Last updated: 25 May 2026
