Refund and cancellation policy

This page explains when a donation can be refunded and how to cancel or pause your monthly donation.
It forms part of our Terms and Conditions and should be read together with them.
1. Principle
A donation is a final gift in support of SANAD’s work.
It is not the purchase of goods or services, so the right of withdrawal that applies to distance purchases does not apply.
We nevertheless accept refunds in the cases set out on this page.
2. One-off donations
We accept refund requests in two cases:

• Payment error: such as a wrong amount or an accidental duplicate donation;
• Use of your payment method without your permission.

Deadline: contact us within 30 days of the donation date.
Information required: the date and amount of the donation, its reference number if available, and the email address used.
After this deadline, we may consider a request on an exceptional basis, without being obliged to accept it.
3. How refunds are made
We first verify that the person making the request is the person who made the donation.
Once the request is accepted, we refund the amount within 14 days.
Refunds are always made to the original payment method. We never refund to another account or another person, in line with anti-money-laundering rules.
It may take a few more days for the amount to appear in your account, depending on your bank or payment provider.
Fees deducted by the payment provider may not be refundable.
4. Monthly donations

• You can pause, cancel or change the amount of your monthly donation at any time from the “My Account” page.
• You can also contact us, or cancel it from your PayPal account if you paid through PayPal.
• No amount is charged after cancellation is confirmed.
• If an amount is charged after cancellation is confirmed, we refund it in full.
• Cancellation does not refund months already charged, except in the cases set out in Section 2.
• If a payment fails, for example because your card has expired, we will send you a message asking you to update your details.
• If payments repeatedly fail, the monthly donation may stop automatically, and we will let you know.
• If a campaign reaches its goal, your monthly donation to it stops automatically and we will email you.

5. Orphan sponsorship
You can stop a sponsorship at any time, in the same way.
Please let us know as early as possible, so that we can find a new sponsor for the child.
6. Tax receipts
If a donation is refunded, its tax receipt is cancelled and must not be used.
If you have already used it in your tax return, you must correct your return.
7. Disputes with your bank or payment provider
Please contact us before opening any dispute with your bank or PayPal. We resolve most requests quickly and directly.
A direct dispute costs the Association additional fees, which come out of funds intended for beneficiaries.
8. Donations returned by the Association
We may return a donation on our own initiative, in accordance with our Terms and Conditions. In that case, we return it to the original payment method.
9. Contact
Email: info@sanadcharity.org
Telephone: +20 10 5566 5128
We respond to refund and cancellation requests within 10 working days at most.

Version 1.0 — Last updated: 24 October 2026