Refund Policy

A donation made through DonorCARE is a voluntary gift to the Organisation you selected, and is generally treated as final and irrevocable once payment succeeds — consistent with how charitable giving works under Malaysian law. Refunds are considered only in the limited circumstances below, and the decision to refund a donation rests with the Organisation you gave to, not with DonorCARE, except where a payment error described below is DonorCARE's or the payment gateway's fault.

A refund of a donation is considered in narrow cases, including:

• Duplicate charge — the same donation was processed more than once because of a network retry or a double-submission at checkout;
• Processing error — the amount charged does not match the amount the donor intended to give, due to a platform or payment-gateway fault;
• Fraudulent card use — the payment was made using a card or bank account without the account holder's authorisation; and
• Organisation decision — the Organisation itself chooses to refund a donation for its own reasons, which it is entitled to do subject to any conditions it has published.

To request a donation refund, contact the Organisation you donated to directly, or [email protected] if you believe the issue is a platform or payment-processing error rather than a matter for the Organisation to decide.

Where a donor disputes a charge directly with their bank or card issuer (a chargeback) rather than requesting a refund through the Organisation, the dispute is handled through our payment gateway, CHIP, following the card network's own chargeback process. The disputed amount is provisionally reversed pending the outcome, and the underlying donation is marked accordingly in the Organisation's dashboard so its own records stay accurate. An Organisation may be asked to supply evidence (donation confirmation, receipt issued, correspondence with the donor) to contest a chargeback it believes is unwarranted.

Voiding a completed donation does not delete its receipt number or rewrite history — the donation record is marked voided, with the reason and who voided it recorded, and any cached copy of the receipt is invalidated so it is regenerated reflecting the voided status rather than continuing to display as a valid receipt. Malaysian tax practice does not treat a receipt as something that can be silently un-issued; the void is the correction, and it is visible in the Organisation's records and in the donor's own donation history rather than erased.

Where an Organisation has submitted an e-invoice for a donation through MyInvois, what happens on refund or void depends on the e-invoice's status with LHDN at that moment:

• Validated by LHDN. Once LHDN has validated an e-invoice, the underlying donation is locked and cannot be voided through DonorCARE at all. LHDN's own MyInvois rules require the e-invoice itself to be cancelled directly with LHDN (within LHDN's cancellation window) before any change to the donation can proceed.
• Submitted, not yet validated. If the donation is voided within 72 hours of the e-invoice being submitted, DonorCARE cancels the e-invoice with LHDN through the MyInvois API and removes the local submission record automatically as part of the void.
• Past the 72-hour window, not yet validated. The void cannot proceed through DonorCARE until the e-invoice is cancelled directly with LHDN; the Organisation must resolve this with LHDN first.
• Draft or invalid. These carry no live LHDN record, so the local submission is simply removed as part of the void, with no LHDN interaction required.

In every case, cancelling or being blocked from cancelling an e-invoice is handled automatically at the point an Organisation voids the donation in the dashboard — an Organisation does not need to separately visit the MyInvois screen unless the 72-hour window has already passed.

If a payment gateway reports that a donation already marked complete was later refunded or reversed outside DonorCARE's own void flow — for example, a chargeback CHIP settles independently — the affected donation is flagged for the Organisation to review rather than silently changed, because a receipt or e-invoice may already have been issued against it. The Organisation then decides, with the information above, whether to void the donation through the dashboard.

A refund of an Organisation's own DonorCARE subscription fee — as distinct from a donor's gift — is governed by the "Plans and billing" and "Renewal and cancellation" sections of our Subscription Terms. In short: subscription fees already paid are non-refundable except where we made a billing error (for example, an incorrect charge amount or a charge after cancellation was already processed), in which case contact [email protected] and we will correct it. This is decided by DonorCARE, not by the Organisation's own donors, and has no bearing on any individual donation the Organisation has received.

Questions about this Refund Policy can be sent to [email protected].