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    OneDonate Refund Policy

    Effective Date: 10/10/2025

    Last updated: 14 August 2026

    Company: One Donate Ltd (trading as OneDonate), Company number 16454442

    1. Introduction

    One Donate Ltd (trading as OneDonate) ("OneDonate," "we," "our," or "us") operates as a digital donation platform that enables donors to make contributions to verified charities through our website and mobile applications.

    Because OneDonate acts as an intermediary between donors and registered charities, all donations made via the OneDonate platform are final and non-refundable, except in specific circumstances outlined in this policy.

    2. Eligibility for Refunds

    Refunds will only be considered under the following conditions:

    1. Duplicate Donations: If a donor accidentally makes the same donation multiple times.
    2. Technical Error: If a donation was processed incorrectly due to a system or payment gateway malfunction.
    3. Unauthorized Transaction: If a donation was made fraudulently or without the donor's consent.
    4. Charity Account Error: If the donation was incorrectly routed to a charity due to a verified administrative error.

    In all cases, refund requests must be submitted within 14 calendar days from the date of donation.

    3. Refund Process

    1. Refund Request Submission:

    Donors must contact OneDonate Support at support@onedonate.co.uk

    The following information must be provided:

    • Donor's full name and email address
    • Date and amount of donation
    • Charity name
    • Reason for refund request
    • Transaction ID or reference number

    2. Verification:

    • OneDonate will verify the transaction details with the payment gateway (Stripe) and confirm the validity of the request.
    • We may also contact the charity to confirm the donation's receipt and status.

    3. Approval & Processing:

    • Approved refunds will be processed via the original payment method.
    • Refunds may take 5–10 business days to appear in the donor's account.
    • The Stripe transaction fee is non-refundable (as per Stripe's terms).

    4. Responsibility and Limitations

    • Once a donation has been transferred to a charity's designated bank account, OneDonate cannot guarantee the reversal of the transaction, as charities are independent entities.
    • In such cases, OneDonate will assist in facilitating communication between the donor and the charity to resolve the issue directly.
    • OneDonate is not obligated to provide refunds beyond cases of verified error or fraud.

    5. Charity-Initiated Refunds

    Charities receiving donations through OneDonate acknowledge and agree to process refund requests in accordance with this policy when applicable.

    6. Refunds for Gift Aid Donations

    For donations marked as Gift Aid eligible, refunds may affect the donor's Gift Aid claim status. If a refund is issued, OneDonate will notify SwiftAid and HMRC (where applicable) to ensure Gift Aid records are updated correctly.

    7. Dispute Resolution

    If a donor is dissatisfied with the outcome of a refund request, they may escalate the issue by emailing support@onedonate.co.uk. All disputes will be handled fairly and transparently, in compliance with UK Consumer Rights Law and Charity Commission regulations.

    8. Changes to this Policy

    OneDonate reserves the right to modify or update this Refund Policy at any time. Updated versions will be published on our website and app, with the "Last Updated" date reflecting changes.

    9. Contact Us

    For refund requests or related queries, please contact:

    📧 support@onedonate.co.uk

    🏢 One Donate Ltd (trading as OneDonate), Company number 16454442