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POLICIES & SUPPORT

Refund & Cancellation Policy

How we handle donation refunds, subscription cancellations, and payment disputes.

Donation Refunds

One-Time Donations

DonateZap processes donations on behalf of nonprofit organizations. Refund requests can be facilitated under the following conditions:

  • Refund requests must be submitted within 30 days of the donation date
  • The nonprofit organization must approve the refund request
  • The original payment method must still be valid

Note: Processing fees (Stripe fees and DonateZap platform fees) may not be refundable.

Recurring Donations

Donors can cancel recurring donations at any time through their donor profile or by contacting the nonprofit organization directly.

  • Cancellation takes effect immediately
  • No further donations will be charged
  • Donations already processed will not be refunded automatically
  • Confirmation email will be sent upon cancellation

Recurring Donation Notice Periods

  • Monthly donations: Cancel at least 3 business days before next scheduled donation
  • Quarterly donations: Cancel at least 5 business days before next scheduled donation
  • Annual donations: Cancel at least 7 business days before renewal date

For Nonprofit Organizations

As a nonprofit using DonateZap, you can process refunds through your dashboard:

  • Refund Processing: Issue refunds up to 90 days after a donation is made
  • Partial Refunds: You may issue partial refunds if appropriate
  • Fee Handling: Stripe processing fees may not be returned; platform fee will be refunded proportionally

DonateZap Subscription Cancellations

Organizations can cancel their subscription at any time:

  • Monthly subscriptions remain active until the end of current billing period
  • Annual subscriptions remain active until the end of the annual term
  • No prorated refunds for unused portions of subscription periods
  • Data maintained for 30 days after subscription cancellation

Disputed Charges

Chargebacks and Disputes

If a donor disputes a charge with their bank or credit card company:

  • We will notify the nonprofit organization immediately
  • Provide documentation to help respond to the dispute
  • Facilitate communication between the donor and organization when possible

Stripe charges a $15 dispute fee for each chargeback, regardless of the outcome.

Contact Us

If you have questions about refunds or need assistance:

Need a hand?

Contact DonateZap