1. Charitable Nature of Donations
HopeBridge Foundation is an Indian Section 8 non-profit company (CIN: U85300KA2024NPL184920) that operates humanitarian programs including food grain distributions, children's school supplies, and emergency hospital care. Because voluntary donations are rapidly mobilized and disbursed to frontline community workers to procure real-world food and medical relief, donations are generally non-refundable once deployed.
However, we recognize that unintentional errors, technical glitches, or duplicate charges can happen. We have established this transparent mechanism to safeguard donors.
2. Eligible Circumstances for a Refund
A full refund will be granted if the request is submitted within 7 calendar days of the transaction date and meets any of the following verifiable conditions:
Verifiable Refund Categories
- Duplicate Deduction: Your bank account or UPI was charged multiple times for a single intended donation due to a network glitch or page refresh;
- Erroneous Input: You accidentally typed an erroneous contribution amount (e.g. ₹50,000 instead of ₹5,000) and reported it immediately prior to project allocation;
- Technical Gateway Failure: Money was debited by Cashfree Payments, but the transaction timed out and no 80G receipt or confirmation was issued;
- Unauthorized or Fraudulent Charge: Your card or payment instrument was compromised without your knowledge or consent (subject to bank verification).
3. Non-Refundable Situations
Refunds cannot be entertained in the following instances:
- Requests submitted after 7 calendar days from the date of payment;
- Change of mind after the donor has claimed an 80G tax benefit with the Income Tax Department;
- Where funds have already been committed and procured for emergency relief rations or dispatched to hospital ICUs;
- TopDonor outbid auction participation where the public branding spotlight has already completed its display duration.
4. Step-by-Step Refund Request Process
To request a refund, please follow these simple steps:
- Draft an email to refunds@hopebridge.ltd with the subject line:
Refund Request - [Cashfree Order ID / Payment ID]; - Provide your registered donor name, contact phone number, and transaction date;
- Specify the donation amount in Indian Rupees (₹ INR);
- Attach a screenshot or snippet of your bank statement showing the debit and UTR number;
- State the reason for requesting a refund.
Our finance audit desk will review the transaction logs against our Cashfree Merchant Dashboard.
5. Processing Timelines & SLA Matrix
| Milestone | Standard Timeline | Action Taken |
|---|---|---|
| Request Acknowledgment | Within 24 Hours | A unique refund tracking ticket number is assigned and emailed. |
| Verification & Approval | 24 to 48 Hours | Verification with Cashfree payment logs & bank UTR confirmation. |
| Payment Reversal Triggered | Within 48 Hours of Approval | Reversal initiated via Cashfree Payments back to the original source. |
| Final Bank Credit to Donor | 5 to 7 Working Days | Credited directly into the donor's original bank account / card / UPI handle. |
Direct Reversal Mechanism
Refunds are never disbursed via cash, physical cheque, or third-party transfer. Funds are returned strictly via Cashfree to the exact payment method used during the original transaction.
6. Cancellation of Recurring & Monthly Giving
Donors who have signed up for monthly or recurring sponsorships may cancel their recurring mandate at any time with zero penalties and no lock-in period.
- How to Cancel: Email support@hopebridge.ltd at least 3 business days before the next scheduled debit date, or pause it directly through your bank's UPI Autopay / e-mandate portal.
- Upon receipt of your cancellation request, all future automatic deductions will be stopped immediately.
7. Dedicated Refunds & Cancellations Desk
For any escalations or queries regarding an ongoing refund, contact our dedicated compliance officers:
HopeBridge Refund Desk
Email: refunds@hopebridge.ltd
Helpline: +91 (800) 467-3274
Address: HopeBridge Foundation, Indiranagar, Bengaluru, Karnataka – 560038, India