Refund Policy

1. Overview

This policy explains how refunds and cancellations are handled for donations made through the Altura Fundraising platform, operated by Altura Media Ltd (company number 16752254). This policy should be read alongside our Terms of Service.

Altura Media Ltd is the technology provider operating this platform. We facilitate the collection and transfer of donations to registered Foundations via Stripe Connect. At no point do we hold or have direct access to donated funds.

2. Donation Refunds

2.1 General Policy

Donations are voluntary charitable contributions. Once a donation has been processed and transferred to the Foundation, it is generally non-refundable, as the funds are no longer held by Altura Media Ltd or within our control.

2.2 Eligible Refund Scenarios

We will process a refund in the following circumstances:

• Duplicate charge: You were charged more than once for the same donation due to a technical error.
• Incorrect amount: You were charged an amount different from what you intended to donate, due to a platform error.
• Unauthorised transaction: Your payment method was used without your authorisation.
• Processing failure: A donation was charged but not successfully attributed to any Foundation.

2.3 Refund Requests for Other Reasons

If you wish to request a refund for a reason not listed above (for example, a change of mind), we will forward your request to the receiving Foundation. The decision to issue a refund in such cases rests entirely with the Foundation, not Altura Media Ltd.

3. Cancelling Recurring Donations

If you have set up a recurring (e.g. monthly) donation, you may cancel it at any time. To cancel:

• Email us at pallayfarkaszoltan@gmail.com with your name, email address, and the Foundation you are donating to.
• We will cancel your recurring donation within 2 business days of receiving your request.
• No further charges will be made after cancellation is confirmed.
• Already-processed donations are not refundable upon cancellation of a recurring plan.

4. Chargebacks and Payment Disputes

If you believe an unauthorised or incorrect charge was made, we encourage you to contact us first at pallayfarkaszoltan@gmail.com so we can resolve the issue directly. This is typically faster than filing a dispute with your bank.

You also have the right to dispute the charge directly with your card issuer or bank. Chargebacks initiated through your bank are handled by Stripe in accordance with card network rules. Please be aware that filing a chargeback for a legitimate, authorised donation may be considered fraudulent by card networks.

5. How Refunds Are Processed

Approved refunds are processed through Stripe to the original payment method used for the donation. Please allow up to 14 business days for the refund to appear on your statement, depending on your bank or card issuer.

Refunds are issued in the same currency as the original donation. We are not responsible for any exchange rate differences between the date of donation and the date of refund.

6. Foundation Termination

If a Foundation is removed from the Platform (whether by their own choice or due to a breach of our Terms), any pending donations that have not yet been transferred will be refunded to the respective Donors. We will make reasonable efforts to contact affected Donors via email if contact details were provided.

7. How to Request a Refund

To request a refund, email us at: pallayfarkaszoltan@gmail.com

Please include:

• Your full name
• Email address used when donating
• The Foundation you donated to
• Approximate date and amount of the donation
• Reason for the refund request

We will acknowledge your request within 2 business days and aim to resolve all refund requests within 14 business days.

8. Contact

Altura Media Ltd
86-90 Paul Street, London, EC2A 4NE, United Kingdom
Email: pallayfarkaszoltan@gmail.com