Refund and Correction Policy
Donations to Peace and Humanity Welfare Organization (PHWO) are voluntary charitable gifts and are, as a general rule, not refundable, because funds are committed to programmes and to the people they are intended to help, as explained under where your money goes.
Genuine mistakes are different. If you have sent money to us in error, we will put it right. This policy explains when a correction or refund is available and how to request one.
When We Will Correct or Refund
We will review and, where the facts are confirmed, correct or refund in the following situations.
- Duplicate payment. The same donation was sent twice, for example because a transfer appeared to fail and was repeated.
- Incorrect amount. A clear data entry error, such as an additional digit that made the amount far larger than intended.
- Payment sent to us in error. Funds intended for another recipient reached a PHWO account by mistake.
- Unauthorised transaction. The payment was made from your account without your authorisation, supported by evidence from your bank or wallet provider.
- Restriction that cannot be fulfilled. You gave for a specific purpose that PHWO cannot deliver, or that is already fully funded. We will contact you to agree an alternative use, and if you prefer, return the funds.
- PHWO error. A mistake on our side in recording, receipting or applying your donation.
Time Window
Please submit a request within 30 days of the transaction date. Within that window we can normally match the payment, confirm the error and reverse it before the funds have been committed to a programme.
After 30 days, funds are likely to have been allocated or already spent on relief supplies, fees, medicines or training. We will still consider late requests, particularly in cases of unauthorised transactions or clear duplicates, but we cannot guarantee a refund once money has been disbursed to beneficiaries.
What We Cannot Refund
- A change of mind after the donation has been verified, receipted and allocated.
- Funds already disbursed to beneficiaries, purchased as relief goods, or paid as fees, medicines or trainer costs.
- Zakat that has already been disbursed to eligible recipients. Once given, it cannot be recalled. Please be certain of the amount before sending Zakat.
- Membership fees, which are governed by our constitution rather than by this policy.
- In-kind donations that have already been distributed or put into use.
- Bank charges, wallet fees or exchange rate differences applied by your own payment provider, which are outside our control.
How to Request a Correction or Refund
Write to info@phwo.org with the subject line “Refund Request” or use our contact page, and include:
- your full name and the contact details used when you donated;
- the date, amount and payment method of the transaction;
- the transaction or reference number;
- your receipt number, if one was issued;
- a brief explanation of what went wrong;
- for unauthorised transactions, any supporting evidence from your bank or wallet provider.
How We Handle Your Request
- Acknowledgement — we aim to reply within 3 working days of receiving your request.
- Verification against our bank and wallet records and our books of accounts, normally within 10 working days. We may contact you for additional information.
- Decision communicated to you in writing, with reasons if the request is declined.
- Payment of any approved refund, which we aim to make within 15 working days of approval, made to the same account or wallet from which the funds came. We do not refund to a third-party account.
- Records updated, with the original receipt cancelled or amended and the correction entered in our books of accounts.
Refunds are made in Pakistani Rupees for the verified amount received by PHWO. Where a foreign currency transfer is involved, the amount returned is the rupee amount credited to our account, and we cannot compensate for exchange rate movement or intermediary bank charges.
Cancelling a Pledge
If you submitted a pledge but have not yet sent the money, you can simply tell us to cancel it. Nothing is owed, and under our verification rules unverified pledges are never recorded as income in any case.
Correcting Details Rather Than Refunding
Often the fix is not a refund at all. If your name is wrong on a receipt, if a gift was recorded as unrestricted when you intended it for a specific cause, if it should have been recorded as Zakat, or if you wish to become anonymous, tell us and we will amend the record and reissue the receipt. There is no time limit on correcting details, though changing the application of funds is subject to whether they have already been spent.
If You Are Not Satisfied
If you disagree with our decision, write to us again, or use our complaints channel, and ask for the matter to be reviewed by our office bearers. We will look at it afresh and respond in writing. We would rather resolve a disputed rupee than keep it.
Contact
Peace and Humanity Welfare Organization, H. No. 704/C, Near Govt. Girls High School, Lahori Muhalla, Larkana, Sindh, Pakistan. Email info@phwo.org. See also our Donation Policy.
Last reviewed . Published by Peace and Humanity Welfare Organization.