1. General Refund Principle
Donations made to Ashiana-e-Rehmah are voluntary contributions intended to support our charitable activities. As such, they are not purchases of goods or services and are ordinarily non-refundable.
However, we recognise that genuine mistakes happen, and we will review each refund request on a case-by-case basis with sincerity and care.
2. Eligible Refund Circumstances
A refund may be considered in the following situations:
| Situation | Eligible? |
|---|---|
| Duplicate / double-charged donation | Yes |
| Incorrect amount entered due to technical error | Yes |
| Fraudulent or unauthorised transaction | Yes |
| Donation made in error within 24 hours | Yes |
| Change of mind after donation is processed | No |
| Donations allocated to a completed project | No |
3. Refund Request Process
To request a refund, please contact us within 7 days of the transaction date. Your request should include:
- Your full name and contact information
- The donation date and approximate amount
- The transaction or payment reference number (if available)
- A clear explanation of the reason for the refund request
Requests received after 7 days will be reviewed but cannot be guaranteed.
4. Processing Timeline
Upon receiving your request, our team will:
- Acknowledge your request within 2 business days
- Review and verify the circumstances within 5 business days
- Issue an approved refund within 7–10 business days via the original payment method
Please note that your bank or payment provider may take additional time to reflect the refund in your account.
5. Recurring Donations
If you have set up a recurring monthly donation and wish to cancel it, please contact us at least 3 business days before the next scheduled payment. Payments already processed at the time of the cancellation request cannot be refunded unless they meet the eligibility criteria above.
6. Non-Refundable Donations
The following are not eligible for refund:
- Donations where funds have already been disbursed to beneficiaries
- In-kind or non-monetary donations
- Donations made more than 30 days prior to the request
- Zakat or Sadaqah given with clear intent
7. Disputes
If you are dissatisfied with our decision, you may escalate your concern in writing to our management team at the contact details below. We are committed to resolving all disputes with transparency and in accordance with our charitable values.