Refund Statement

We encourage Supporters to contact The Fred Hollows Foundation for any queries regarding transactions made by The Fred Hollows Foundation charged to your account. The Fred Hollows Foundation will assess refund requests on a case-by-case basis, however, a refund for any reason outside of those detailed below is unlikely to be granted.

The Fred Hollows Foundation will consider refunds in the following circumstances:

• Evidence of an error made by The Fred Hollows Foundation or one of our agents
• Evidence of a supporter’s request to cancel a regular debit at least 10 days prior to the scheduled debit date, however the debits have continued
• Donation was made fraudulently, for example; with a stolen or lost card
• Exceptional circumstances indicating Supporter vulnerability
• Accidental entry of the wrong donation amount or accidental selection of a monthly donation instead of a one-off donation

All refund requests must be made within 90 days of the transaction. Requests beyond this period cannot be processed.

In cases not covered by the above criteria, our Supporter Services Team will escalate for resolution. We may require additional information or documentation to consider disputed transactions.

If a donation is refunded, any associated tax receipt becomes void and should be securely disposed of. It is your responsibility to ensure accurate receipts are submitted to the Australian Tax Office.