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Refund Policy

Important information should be clear and easy to review.

Last updated: 29 August 2026

This Refund & Monthly Cancellation Policy explains how Aidvio reviews completed donation payments, payment errors, and requests to stop future recurring charges. It should be read with our Terms & Conditions and Privacy Policy.

1. General position

Donations are voluntary and are generally final once Stripe confirms the payment as successful. This helps campaigns rely on confirmed funds. Nothing in this Policy limits any refund or consumer right that must apply under applicable law.

2. When a refund may be reviewed

We may review a refund request when, for example:

  • the same donation was charged more than once;
  • the amount charged was materially different from the amount the donor intended to authorise;
  • the payment was genuinely unauthorised;
  • a technical error affected the transaction;
  • a campaign was cancelled before the funds could reasonably be used; or
  • the stated campaign purpose became materially impossible and no appropriate related use is available.

A review does not guarantee approval. The outcome depends on the transaction facts, applicable law, whether funds have already been committed or transferred, and Stripe or banking rules.

3. How to request a review

Contact us as soon as reasonably possible through the Aidvio Contact Us page. Include:

  • the donor or payer name;
  • the email address used for payment;
  • payment date;
  • amount and currency;
  • the campaign supported;
  • the Stripe receipt or payment reference; and
  • a short explanation of the issue.

Never send a full card number, CVC, banking password, or one-time verification code. We may ask for proportionate information needed to locate and verify the payment.

4. Monthly donation cancellation

You may ask to cancel future monthly donation charges by contacting us through the Contact Us page. Send the payer name, payer email, and Stripe receipt or subscription reference early enough for the request to be processed before the next billing date.

Cancellation stops future eligible charges after it is processed. It does not automatically refund payments that were already completed. If a charge was taken while a cancellation request was still being identified or processed, we will review the circumstances fairly and subject to applicable law.

5. Approved refunds

If a refund is approved, it will ordinarily be returned through Stripe to the original payment method. We will not redirect a refund to an unrelated card, bank account, wallet, or person.

Stripe and the donor’s bank control the time it takes for a refund to appear. Exchange-rate movements and payment-provider fees may mean the final local-currency amount differs from the original local-currency debit. Aidvio cannot control a bank’s posting time or exchange rate.

6. Suspected unauthorised payments and chargebacks

If you recognise the payment account but believe a donation is wrong, duplicated, or unauthorised, contact us promptly so we can investigate. You may also have rights through your card issuer or bank. Providing accurate information early can help avoid delay and unnecessary dispute costs.

7. Campaign changes

A change in a campaign timeline, estimate, or delivery method does not automatically create a refund right when the humanitarian purpose remains substantially the same. Material changes will be assessed in good faith using the campaign facts, commitments already made, safety considerations, and applicable law.

8. Contact

For a refund review or monthly cancellation request, use the Aidvio Contact Us page. Keep your Stripe receipt or payment reference available, but do not send sensitive authentication information.