Hope Media Ltd has developed a donation refund policy as part of our commitment to honouring and respecting the financial contributions that people make to Hope Media Ltd. We recognise the importance of donations and want to ensure we establish principles of transparency and fairness regarding the management of refunds.
This policy outlines the circumstances under which Hope Media Ltd will refund a donation.
This policy applies to all those who make financial donations to Hope Media Ltd and Hope Media Ltd employees and volunteers responsible for processing and managing financial donations.
Hope Media Ltd expects that anyone wishing to donate consider their decision carefully and check donation amounts during transactions.
Hope Media Ltd recognises that it is possible to make an error when making an online donation or for the donors to change their mind about the donation made. It can also occur that an error can be made by Hope Media Ltd or our financial institution.
Under this policy Hope Media Ltd will endeavour to refund donations by the following principles:
If an error is made in making an online donation or if the donor changes their mind, we will honour all requests for refund that are made in writing within 30 days of the date the donation was made. The written refund request should include the details of the initial transaction including date, donation amount, donor’s name, ID, tax invoice number and the nature of the error.
Requests for refund can be sent by email, mail or fax:
Fax: 02 9831 4999
Mail: Community Relations, Hope Media Ltd, 2 Leabons Lane, Seven Hills NSW 2147
Hope Media Ltd will fully examine all requests for refund and endeavour to ensure that genuine errors are rectified, however, we are under no obligation to give refunds and the decision on refunds will be at Hope Media Ltd’s discretion.
If an amount is adjusted by Hope Media Ltd, the original receipt issued for the incorrect amount will become invalid, and a new receipt will be issued for the amount of the adjusted donation.
Hope Media Ltd reserves the right to pass any refund transaction charged onto the donor
Refunds will be returned using the original method of payment – if donation has been made by credit card, the refund must be credited to that same credit card
Should an error be made by Hope Media Ltd or our financial institution(s), a refund of the full amount will be made once we are notified of the error in writing.
Responsibility and policy owner
The owner of this policy is the Chief Executive Officer, Hope Media Ltd.
The owner is responsible for implementing the policy and achieving the desired outcomes.
All Hope Media Ltd employees and volunteers responsible for receiving and processing donations shall:
- respect and value all those who donate to Hope Media Ltd
- ensure donation processes are secure and transparent
- build trusting relationships with regular donors and partners
- respond proactively to any issues arising regarding donation refunds
- communicate respectfully and professionally with those who request a refund raise any issues or concerns that arise with Hope Media Ltd management regarding donation refunds.
Hope Media Ltd has approved the policy.