Hands of Mercy
Hands of Mercy

Donations & Refunds Policy

Last updated: 10 March 2025

1. Scope

This policy explains how Hands of Mercy processes donations and the circumstances under which refunds may be issued. It covers one-off gifts, recurring sponsorships, corporate donations, and payments made through third parties acting on our behalf.

2. One-off donations

One-off donations are applied immediately to our charitable programmes or to the restricted fund you selected. Because we allocate funds quickly to meet urgent needs, donations are generally non-refundable. We therefore ask supporters to check details carefully before confirming a gift.

3. Regular giving

Regular donations (including child sponsorship) provide stable support to the families we serve. You may amend or cancel your Direct Debit at any time by contacting us on +44 (0)20 7123 4567, emailing [email protected], or notifying your bank. Please allow two working days for us to process cancellations. Payments that have already been submitted to the bank may still be collected.

4. When we consider refunds

We will review refund requests in the following situations:

  • A duplicate or accidental payment was made.
  • The incorrect amount was entered due to a technical or user error.
  • A payment was taken after a cancellation instruction was received.
  • There is evidence of fraud or an unauthorised transaction.

Requests should be made within 30 days of the donation. After this point, refunds are granted at the discretion of the Chief Executive in consultation with the Treasurer.

5. How to request a refund

Please include the following information so we can locate your donation quickly:

  • Full name and contact details.
  • Date and amount of the donation.
  • Payment method (card, Direct Debit, bank transfer).
  • Transaction reference number, if available.
  • A brief explanation of the issue.

Email: [email protected]
Phone: +44 (0)20 7123 4567 (weekdays 9am–5pm)
Post: Supporter Care, Hands of Mercy, Unit 12, Jubilee House, 45 Riverbank Way, London SE1 7QL, United Kingdom

6. Processing refunds

We acknowledge refund requests within two working days. If approved, refunds are issued to the original payment method within ten working days. It may take longer for the funds to appear in your account depending on your card issuer or bank.

7. Gift Aid

If we have claimed Gift Aid on a donation that is later refunded, we are required to inform HMRC and adjust our claim. Refunded donations will therefore be excluded from your annual Gift Aid statement.

8. Donations made in support of appeals

If an appeal raises funds in excess of the amount required, surplus donations will be applied to other projects that deliver similar charitable outcomes. Refunds are not offered in these cases unless otherwise stated when the appeal launched.

9. Corporate and foundation donations

Donations from companies, trusts, or foundations are governed by written agreements. Any refund will be handled in line with the terms of the agreement and applicable charity law.

10. Questions

For further information about this policy, please contact our Supporter Care team at [email protected] or call +44 (0)20 7123 4567. We are grateful for your generosity and aim to resolve any issues promptly and compassionately.