Refund Policy

A donation is a voluntary gift to the organization running the campaign, not a purchase of goods or services. Once a donation has been disbursed to the receiving organization, we can no longer return it, because the funds are no longer held by us. Refunds are therefore exceptional and handled under this policy.

You may request a refund of a donation where:

• You were charged more than once for the same donation (duplicate payment);
• You were charged the wrong amount, or you were charged for a donation that was not completed or credited to the campaign (for example, you received an error but your card was still debited);
• The payment was unauthorized — you did not make it or authorize it, and you have not benefited from it (fraud);
• You donated by clear mistake — for example, you selected a custom amount in error and contacted us promptly; or
• The campaign was cancelled or removed before the funds were disbursed to the receiving organization.

Refunds are made to the original payment method only. We cannot redirect a refund to a different card, account, or person.

You may request a refund within 30 days of the date of the donation. Donations older than 30 days are no longer eligible for a refund, because in the ordinary course funds are disbursed to the receiving organization within that period.

• Self-service (fastest): sign in to your Donor Dashboard with your email, open the donation, and choose "Request a Refund".
• By email: write to support@spendhood.com with your donation receipt or transaction reference, the date and amount, and the reason for the request.

We may ask you to confirm your identity and details of the payment before acting on a request, to protect donors and receiving organizations from fraud.

We review refund requests promptly. Once a refund is approved and submitted, the money typically reaches your original payment method within 3 to 15 days, depending on the payment provider and your bank or card issuer.

Donations made with an international card are refunded in the currency of the original transaction where the payment provider supports it; the amount you receive is determined by your card issuer's exchange rate at the time the refund is processed, and may differ from the amount originally charged for that reason. Refund fees charged by card networks or issuer banks, where applicable, are outside our control.

If you do not recognize a charge from Spendhood on your statement, please contact us before disputing it with your bank. Card donations on Spendhood are collected through our payment-collection partner, Revlos Limited (see our Terms of Service), so your statement may show Revlos Limited or the payment provider's name. Most "unrecognized" charges are resolved faster by contacting us directly.

Where a chargeback is raised with your bank or card issuer, we will respond with the transaction records and, where a refund is due under this policy, refund the donation through the dispute process instead. Repeated or abusive chargeback filings may lead to suspension of a donor account.

You may cancel a recurring donation at any time from your Donor Dashboard or by emailing support@spendhood.com. Cancellation stops all future charges. Donations already collected before cancellation follow this Refund Policy like any other donation.

Circumstances this policy does not anticipate are considered case by case, taking the donor's interest and the receiving organization's position fairly into account. Where we decline a request, we tell you why.

Questions about refunds: support@spendhood.com. Full contact details: Contact page.