1. Purpose of Policy

The aim of this policy is to ensure general public donation refunds will be made:

• On the basis of the criteria set out in this policy
• Refunds will be processed in accordance with the procedure mentioned in this policy
• All donors will be treated with equality and fairness.

2. Policy details

Intensive Care Foundation accepts donations in good faith and is committed to the highest levels of transparency and accountability with regard to the critical financial contributions we receive from our supporters. To honour and respect their generosity, this policy outlines how Intensive Care Foundation manages and actions requests for donation refunds.

    2.1. When will Intensive Care Foundation consider a refund?

• If an error was made on a paper or online donation- within 30 days of donation processing date.
• When there is evidence of an error on Intensive Care Foundation’s behalf- within 90 days of the donation processing date.
• If the donation was made by fraudulent means.
• In exceptional circumstances- for example, if there is evidence of supporter vulnerability.

    2.2. When will Intensive Care Foundation not consider a refund?

In order to protect our financial reporting efficacy, funding structure and programmatic deliverables, we cannot issue a refund after 90 days of the donation date in any circumstances. Any instances where the donor is disputing our refusal of a refund outside of the 90 days will be escalated to the Director of Fundraising & Marketing for approval.

    2.3. Change of mind

Donors who change their mind will not be provided with automatic refunds. However, we understand that sometimes mistakes can occur when making donations online or via donation forms. As a result, we will honour refund requests that are made within 30 days of the original donation processing date where an error was made by the donor.

    2.4. Errors by Intensive Care Foundation

If an error has been made by Intensive Care Foundation or its financial institution, a full refund will be made upon notification of the error within 90 days of the donation date.

    2.4.1. Regular gifts (automatic donations)  

When there is evidence that Intensive Care Foundation has made an error and not actioned a previously received request for the cancellation of any regular, automated gifts, we will honour a refund in line with the date of the original cancellation request.

When there is no evidence to support that a previous cancellation request was made, Intensive Care Foundation will consider issuing a refund of regular gifts received in the previous 30 days.

We strongly encourage all donors to send their cancellation requests in writing to: Intensive Care Foundation via email:

    2.5. Fraudulent transactions

If a donor’s banking or credit card details have been fraudulently obtained and used to make a donation to Intensive Care Foundation a refund may be issued after further investigations by Intensive Care Foundation. In this instance, the matter will be reported to the police by Intensive Care Foundation, and the donor is encouraged to also inform their financial institution and the police immediately.

   2.6. Requesting a refund

Requests must be made by the person who made the donation- or in the case where a supporter is considered vulnerable, a nominated representative- and submitted in writing to: Intensive Care Foundation via email:

A refund request should include the donor’s name, Supporter ID (if known) or receipt number, date of the donation, amount and the reason the refund is being requested.

   2.7. Issuing the refund

Once the refund request has been approved, it will be processed within seven working days. Refunds will be returned using the same payment method as the original donation. In the case where the donation was made by credit card, the refund must be credited back to that same credit card. In the event of a refund, we will issue a new tax receipt, and the original will become invalid