1. Scope
This policy applies only to voluntary donations made to Food on Wheels through our Website or a payment method displayed by us. We do not sell or deliver goods through the Website, so product returns, exchanges, and delivery cancellations do not apply.
2. Cancelling a donation
You may abandon or cancel a donation before authorising the payment. Once a payment provider confirms a successful transaction, the donation is complete and cannot ordinarily be cancelled. The Website does not currently offer recurring donations or subscriptions.
3. When a refund may be considered
Because donations may be committed promptly to charitable work, successful donations are generally non-refundable. We will, however, review a request made in good faith for one of the following reasons:
- The same donation was charged more than once because of a technical or processing error.
- The amount charged differs from the amount you authorised.
- The payment was unauthorised or made using a payment method without the account holder’s permission, subject to verification.
- Your account was debited for a transaction shown as failed and the amount was not automatically reversed within the payment provider’s stated period.
- Another exceptional error occurred and supporting evidence reasonably demonstrates that a refund is appropriate.
4. How and when to request a refund
Email info@foodonwheels.in within 7 calendar days of the transaction. For a suspected unauthorised transaction, contact your bank or payment provider immediately as well as notifying us.
- Your full name and the email address or telephone number associated with the donation.
- The donation date, amount, payment method, and transaction or UTR reference.
- A brief explanation of the issue and proof of the duplicate, incorrect, failed, or unauthorised charge.
- Do not send your UPI PIN, OTP, CVV, card PIN, online-banking password, or full card number.
5. Review and refund timeline
We will acknowledge a complete request within 2 business days and ordinarily review it within 5 business days. We may ask for additional information or need confirmation from the payment provider or bank.
If approved, we will initiate the refund to the original payment method within 7 business days after approval. After initiation, banks and payment providers may take approximately 3 to 10 business days to credit the amount. The actual credit time is controlled by the relevant provider. We will share an available refund reference on request.
6. Failed, pending, and reversed transactions
A failed or pending payment is not treated as a completed donation unless it later receives a successful status. Banks and payment providers often reverse failed debits automatically. If the amount is not restored within 7 business days, contact us with the transaction reference and also raise the issue with your bank or payment application.
Do not make repeated attempts until you have checked the final status, as this may create duplicate successful donations.
7. Method and amount of refund
Approved refunds are made only to the original payment method and in Indian Rupees. We do not issue cash refunds or redirect a refund to another person or account. A refund will not exceed the amount actually received by Food on Wheels for the disputed donation.
8. Donation acknowledgements and tax records
If an acknowledgement or tax-related receipt has already been issued for a donation that is later refunded, it will be cancelled to the extent of the refund. The donor must not claim a tax benefit for a refunded amount and may be asked to return or disregard the original receipt.
9. Complaints and payment disputes
If you are dissatisfied with our response, contact the Grievance Officer through the Contact & Grievance page. You may also use the complaint or dispute process offered by your bank or payment provider. Please tell us if you open a bank or provider dispute so that the same transaction is not refunded twice.