1. Nature of Donations

All voluntary contributions made through our mobile application, web portal, or authorized digital channels are charitable donations intended for humanitarian relief, critical medical assistance, food distribution, and community welfare.

Once a donation transaction is successfully completed and credited, it is generally non-refundable, as funds are allocated in real-time or disbursed to verified medical institutions and beneficiaries.

2. Duplicate Payments & Technical Errors

In the event of a genuine technical malfunction, network timeout, or payment gateway glitch resulting in:

• An unintended duplicate or multiple deduction for the same donation request; or
• An erroneous excess charge deducted from the donor's bank/card account without receipt generation;

The donor must notify us within 7 working days of the transaction date with the relevant transaction reference ID, bank payment screenshot, and registered contact details.

Upon administrative verification with our payment gateway partner, legitimate duplicate amounts will be approved and refunded back to the original source payment instrument within 7–10 business days.

3. Treatment of Processing & Administrative Charges (12%–16%)

Where an approved refund is processed for an erroneous payment, the refund amount will correspond to the net charitable contribution received, less non-recoverable third-party banking interchange and payment gateway gateway processing fees where permitted by law.

4. Cancelled or Unapproved Support Requests

If a fundraising campaign is subsequently cancelled, withdrawn by the applicant, or found to be ineligible prior to fund disbursement:

• The Trust may, in consultation with affected donors, redirect contributions to another verified emergency medical cause or hospital; or
• Provide a full or partial refund to the original donors where technically feasible and legally permissible.

5. How to Submit a Refund Inquiry

To submit an inquiry regarding duplicate payments, please contact our accounts team with your transaction receipt: