Donor Giving Guarantee

Hands of Hope foundation exists to channel generosity to real people facing real hardship. We take seriously our responsibility to ensure that donations reach the cause you chose, and that you are protected if something goes wrong. The Donor Giving Guarantee describes the commitments we make to every donor.

1. What is covered

• Unauthorized charges. Donations made without the cardholder's permission.
• Confirmed fraud by a campaign organizer. If, after our investigation, we determine that a campaign was fraudulent (e.g. fabricated story, fake recipient, diversion of funds), eligible donations will be refunded.
• Duplicate or technical errors. Donations charged more than once due to a processing error.
• Funds not delivered to the stated recipient. Where we control disbursement of funds and the recipient does not receive them, the Foundation will make the donor whole.

2. What is not covered

• A change of heart on the part of the donor after the 30-day refund window has closed (see our Refund Policy);
• Disputes between donors and the campaign beneficiary that do not involve fraud;
• Outcomes of a charitable cause (e.g. the recipient does not survive surgery, the rescue shelter cannot save every animal). Donations fund efforts, not outcomes;
• Disputes raised more than 12 months after the donation date;
• Donations made knowingly or recklessly to a campaign the donor knew to be fraudulent.

3. How to claim

1. Open a support ticket with category "Donation issue";
2. Include the donation date, the email used, the campaign slug, and a short explanation of why you believe a refund under the Guarantee is due;
3. We will acknowledge your claim within 2 business days and respond with a decision within 30 days. Complex investigations involving third parties (banks, law enforcement) can take longer.

4. Limits

• Cap: USD 1,000 per unique donor per calendar year;
• Window: claims must be submitted within 12 months of the donation;
• Chargebacks: if you have already initiated a chargeback through your card issuer for the same donation, the Foundation may decline to also issue a refund (to avoid double recovery).

5. Our investigation process

When we receive a claim under this Guarantee, we may:

• Request additional information from the donor;
• Contact the campaign organizer and other relevant parties;
• Cooperate with law enforcement where appropriate;
• Temporarily suspend disbursement of funds for a campaign under investigation.

We will keep your information confidential and use it only to investigate the claim, in accordance with our Privacy Policy.

6. Funding of the Guarantee

The Donor Giving Guarantee is funded by the Foundation's general operating reserve, supported by optional donor tips. It is not insurance and does not create any contractual right beyond what is described on this page.

7. Changes

We may update this Guarantee from time to time. Changes do not apply retroactively to donations already made; the version in effect at the time of your donation applies to your claim.

8. Contact