Refund Policy

Donations to Hands of Hope foundation are charitable gifts and generally final. We recognize, however, that mistakes happen. This policy explains when a refund is available, how to request one, and how long it takes to process.

1. 30-day no-questions-asked window

We will refund your donation in full, without asking for a reason, if you request it within 30 calendar days of the transaction. The refund will be issued to the original payment method.

2. After the 30-day window

Between 30 days and 12 months after the donation, we may issue a refund if one of the following applies:

• Unauthorized charge: the donation was made without the cardholder's permission. We may require evidence (e.g. a police report or a chargeback dispute).
• Duplicate transaction: the same donation was charged more than once due to a technical error.
• Confirmed fraud or misrepresentation: in line with our Donor Giving Guarantee, we will investigate and may refund the donation if fraud is established.
• Donor death or incapacity: upon presentation of appropriate documentation, recurring contributions are cancelled and, on a case-by-case basis, recent contributions may be refunded.

3. Donations older than 12 months

Donations older than 12 months are generally not refundable, due to IRS reporting cycles and accounting closeout. We will, however, consider each request individually if a clear case of unauthorized charge or confirmed fraud is presented.

4. Tips

Optional tips paid to the Foundation are refundable on the same terms as the donation itself.

5. How long refunds take

• Credit and debit cards: 5–10 business days to appear on your statement once we issue the refund. The exact timing depends on your bank.
• MB WAY: 1–3 business days.
• Multibanco: 5–10 business days.

6. Tax-receipt implications

If you receive a refund after we have issued a tax receipt for the same donation, that receipt becomes void. You must not claim the refunded donation as a charitable deduction on your tax return. We will send you a corrected receipt where applicable.

7. Chargebacks

If you initiate a chargeback (a dispute through your card issuer) instead of requesting a refund from us directly, the dispute process can take 30–90 days and may involve fees. We strongly encourage donors to contact us first — we are committed to honoring eligible refund requests promptly.

8. How to request a refund

The fastest way is to:

1. Open a support ticket with category "Refund request";
2. Include the donation date, the email used, and the last four digits of the card (do not include the full card number);
3. We will reply within 1–2 business days and process eligible refunds immediately.

You can also email adm@handsunitedforsolidarity.org or call (505) 842-8635 during business hours.

9. Contact