Refund Policy

1. General Policy

Donations made through StartGiving are voluntary charitable contributions. Because funds are forwarded to charity partners, we are generally unable to offer refunds once a donation has been processed. However, we understand that mistakes happen and will consider refund requests on a case-by-case basis.

2. When a Refund May Be Granted

We may issue a refund if:

• You were charged an incorrect amount due to a technical error.
• A duplicate donation was processed unintentionally.
• You can demonstrate that the donation was made without your authorisation (e.g. unauthorised use of your payment method).
• The campaign or project you donated to was cancelled before funds were disbursed.

3. Recurring Donations

• You may cancel a recurring donation plan at any time. Cancellation takes effect before the next scheduled payment.
• Payments already collected under a recurring plan are treated as completed one-off donations and are subject to the same refund conditions above.

4. Gift Aid

If a refund is issued for a donation on which Gift Aid was claimed, we will notify the relevant charity partner so the Gift Aid claim can be adjusted accordingly.

5. How to Request a Refund

To request a refund, email support@startgiving.com with:

• Your full name and the email address used for the donation.
• The date and amount of the donation.
• The reason for your refund request.

We aim to respond to all refund requests within 5 working days. Approved refunds will be returned to the original payment method and may take 5–10 business days to appear on your statement.

6. Disputes

If you are not satisfied with the outcome of a refund request, you may raise a complaint through our complaints procedure.