1 Scope of Policy

This policy applies exclusively to:

• Donations: One-time or recurring contributions made via our website (dflwf.com), Give Discover, or other partnered platforms.

It does not apply to grants, sponsorships, or corporate partnerships, which are governed by separate agreements.

2 Refund Eligibility

Refunds are provided only under the following circumstances:

• Failed Transactions: Payment debited but donation not processed (e.g., due to technical failure).
• Duplicate Transactions: Same donation charged more than once due to system error.
• Payment by Mistake: Unintentional donation (e.g., wrong amount or campaign), subject to verification within 48 hours.
• Fraudulent or Unauthorized Charges: Donation made without donor consent (e.g., card theft).

Important: Donations made in good faith to support our programs (e.g., Modern Pathshala, Strike Off Hunger, environmental projects) are not eligible for refund once successfully processed, as funds are allocated immediately to beneficiaries.

3 Refund Timeframes

• Processing Time: Eligible refunds will be initiated within 5 working days of approval.
• Credit to Account: Full refund will reflect in your original payment method within 7–10 working days, in strict compliance with RBI guidelines.
• Request Deadline: Refund requests must be submitted within 30 days of the transaction date.

Refunds are processed in Indian Rupees (INR) to the original payment method (credit/debit card, UPI, net banking, etc.).

4 Refund Request Process

To request a refund:

• Email Us at [email protected] with the subject: "Refund Request – [Transaction ID]"
• Include the following details:
  • Full Name of Donor
  • Transaction ID / Reference Number (from payment receipt)
  • Date and Amount of Donation
  • Reason for Refund (attach screenshots if applicable)
  • Bank/Account Details (for verification, if needed)
• Verification: Our team will verify the request within 3 working days.
• Approval & Processing: If approved, you will receive a confirmation email, and the refund will be initiated.
• Tracking: Check your bank/card statement. If not credited within 10 working days, contact us immediately.

For urgent cases, call our helpline: +91-72786 92400 or +91-80132 61214 (Mon–Fri, 10 AM – 6 PM IST)

5 Cancellation Procedures

Recurring Donations
You may cancel future installments at any time.

• How to Cancel: Log in to your donor dashboard on dflwf.com and cancel the subscription, OR email [email protected] with your donor ID and request cancellation.
• No refunds for installments already processed and allocated.

One-Time Donations
Cancellations are not possible once the donation is successfully processed. Treat any cancellation need as a refund request under Section 2.

6 Fees and Deductions

• No Cancellation or Processing Fees charged by DFLWF.
• Payment Gateway Fees (2–3%) are non-refundable, as per RBI norms and gateway policies.
• Full refundable amount = Donation Amount – Gateway Fees (if applicable).

7 RBI Compliance and Dispute Resolution

We strictly adhere to:

• RBI Auto-Refund Mandates for failed transactions.
• Timely Refund Rules under the Payment and Settlement Systems Act.
• Consumer Protection via the RBI Integrated Ombudsman Scheme.

If you are dissatisfied with our resolution:

• Escalate to the RBI Ombudsman: [email protected]
• Or contact your bank/payment service provider.

We maintain 100% financial transparency, with annual audits and 85%+ fund allocation directly to programs.

8 Contact Information