Donation Refund Policy

Policy Statement

Lily of Valleys Charity is grateful for every donation received and values the trust of our supporters. We aim to be fair, transparent and accountable in all financial matters. This policy explains the circumstances under which donations may be refunded.

1. Scope of this Policy

This policy applies to all donations made to Lily of Valleys Charity including:

• Online donations
• Bank transfers
• Cash and cheque donations
• Event and fundraising donations

2. General Rule

Donations are normally non-refundable as they are used to support the charitable objectives of Lily of Valleys Charity. However, we recognise that genuine errors can occur and will consider refund requests in the situations listed below.

3. Circumstances Where Refunds May Be Issued

A refund may be issued if:

• A donation was made in error
• An incorrect amount was donated
• A duplicate donation was made
• Fraudulent use of a card or bank account is proven
• A technical fault occurred during the payment process

All refund requests must be submitted within 14 days of the donation date.

4. How to Request a Refund

Refund requests must be made in writing and include:

• Full name
• Donation date
• Donation amount
• Method of payment
• Reason for the refund request
• Proof of transaction (receipt or bank reference)

Requests should be sent to:
Email: donations@lilyofvalleys.org.uk
Subject Line: Donation Refund Request

5. Review Process

• All requests are reviewed by senior management
• A decision will be provided within 10 working days
• Refunds will be made using the original payment method where possible

6. Restrictions

• We cannot offer refunds for donations that have already been spent on charitable activities
• Cash donations without proof of payment
• Event ticket donations where the event has already taken place
• Donations older than 14 days
• Requests that fall outside of the circumstances mentioned in section 3 of this policy

7. Gift Aid

If Gift Aid has been claimed on a refunded donation, Lily of Valleys Charity will notify HMRC and the reclaimed Gift Aid will be returned.

8. Policy Review

This policy will be reviewed annually by the Board of Trustees.

Approved by: Board of Trustees
Date of Approval: 19/01/26
Review Date: 19/01/26