Travellers Aid Donation Refund Policy

Travellers Aid values and relies on donations received through the generosity of our service users and other supporters.  We realise that sometimes circumstances change or errors are made and a donor may wish to request a refund.

A donation refund request can be made in the following circumstances;

• The person making the donation was unable to make an informed decision about the donation amount. The request for a refund can be requested by the donor or by a third party who acts on the donor’s behalf e.g., with a Power of Attorney.
• The person making the donation was experiencing personal hardship at the time the donation was made.
• The donation amount received is a duplicate donation made due to a technical error or oversight when processing the donation
• Any other written request received and reviewed by the CEO of Travellers Aid and found to be justifiable.

Refund process

• A request for a refund of a donation should be made in writing and addressed to; Travellers Aid Australia, 225 Bourke Street, Melbourne, Vic 3000 or via email to fundraising@travellersaid.org.au

• The refund request should set out the reason(s) for the refund request and also include the donor’s name, donation date, donation amount, payment method and receipt number (if known).
• The donation amount to be refunded will be done by the same method as which it was received. Donations received via credit card will be refunded to the same card from which payment was made. Donations received by cheque or cash will be refunded in the same manner.
• If Travellers Aid staff notice duplicate donations have been made on the same day from the same donor in our online payments system, we will immediately contact the donor to confirm their intent in making two or more donations. If it is found that any second or subsequent donation was made in error, we will arrange to refund the additional donation(s) via the online payments system.