UNI426039
Refund Policy
Purpose
UNICEF Aotearoa values the trust and generosity of its supporters and is committed to handling donation refund requests fairly, consistently and transparently. The purpose of this policy is to establish the principles and criteria for assessing and managing donation refund requests while ensuring responsible stewardship of charitable funds. The policy supports donor confidence, accountability and the effective management of funds entrusted to UNICEF Aotearoa.
Scope
This policy applies to all donations made to UNICEF Aotearoa, including one-off donations, regular giving donations, and donations received through third-party fundraising platforms where UNICEF Aotearoa is the recipient organisation.
Legislative and policy framework
This policy operates in accordance with applicable New Zealand law and relevant organisational policies, including:
• Charities Act 2005;
• Income Tax Act 2007;
• Privacy Act 2020;
• Ethical Fundraising Policy; and
• any other applicable legal or regulatory requirements.
Policy statement
Due to the nature of charitable donations, and because UNICEF Aotearoa regularly remits funds to UNICEF programmes, donations are generally considered voluntary and non-refundable.
Refund requests will be considered on a case-by-case basis in accordance with this policy. Decisions regarding refunds will be made fairly, consistently and with appropriate regard to UNICEF Aotearoa's responsibilities as a charitable organisation and steward of donor funds.
Where a donation is refunded, any associated tax receipt will be cancelled. UNICEF Aotearoa will update its records accordingly and donors are responsible for ensuring any tax claims accurately reflect refunded donations.
Donations and refunds
UNICEF Aotearoa accepts all donations in good faith, including regular donations and contributions to fundraising appeals and campaigns.
UNICEF Aotearoa will provide a refund where:
• an error has been made by UNICEF Aotearoa or one of its agents;
• an administrative or processing error has resulted in an incorrect donation being charged;
• duplicate transactions have occurred;
• a donation was made fraudulently or without the donor's authorisation; or
• a donation was made by a vulnerable person who may not have had the capacity to make an informed giving decision.
UNICEF Aotearoa may provide a refund where:
• the donor has entered an incorrect donation amount;
• exceptional circumstances exist; or
• retaining the donation would be unreasonable or inconsistent with UNICEF Aotearoa's values and principles.
For the purpose of this policy, a vulnerable person is an individual who, at the time of making the donation, may have had reduced capacity to make an informed giving decision due to age, illness, disability, cognitive impairment, distress or other circumstances affecting decision-making.
Requests relating to an incorrect donation amount should generally be made within 90 days of the donation being processed. Requests received after this time may still be considered where exceptional circumstances exist.
Change of mind
UNICEF Aotearoa will not normally provide a refund where a donation has been knowingly and voluntarily made and the donor subsequently changes their mind. A refund will only be made in exceptional circumstances.
Record keeping
The UNICEF Aotearoa finance team will maintain records of refund requests, supporting information, decisions and approvals.
Approval of refunds
The Head of Individual Giving is responsible for administering this policy and approving refund requests within delegated authority.
If the donation amount is over $1,000 and/or exceptional circumstances are present, a refund request must be escalated and approved by the Chief Executive Officer.
Review
This policy will be reviewed at least every two years.