Refund Policy

When we will refund

We refund a confirmed donation in these cases:

• Duplicate payment. You were charged more than once for what was plainly a single intended donation.
• Clear error in the amount. For example, a figure entered with an extra digit. Tell us promptly and we will put it right.
• Unauthorised payment. The payment was made from your account without your authority. We may ask you to confirm this in writing and to report it to your bank or wallet provider as well.
• A campaign we removed. Where we remove a campaign because the information in it proves untrue, and the funds have not already been applied to a settled funeral service.
• A technical fault on our side. Where a payment was taken but the donation was not correctly recorded and cannot be reconciled.

When we will not refund

• A change of mind after a donation has been confirmed and applied to the family's invoice. By then the money has gone toward a funeral that is being arranged or has taken place.
• Dissatisfaction with a family's circumstances, choices, or with how a funeral was conducted.
• A campaign reaching its goal without your donation being “needed”. Collection stops once the invoice is covered, so this should not arise, but a completed gift is not reversible on that basis.
• A request made after the payment provider's own reversal window has closed and no fault lies with us.

How to ask

Contact us using the details at the foot of this page, within thirty (30) days of the donation where possible. Please include:

• the transaction reference shown on your thank-you page and email receipt;
• the date and amount;
• the campaign name; and
• a short description of what went wrong.

The reference number is what lets us find your payment, so please quote it. Never send us your MPIN, a one-time password, a full card number, or any wallet or banking password — we will never ask for them and do not need them to process a refund.

How long it takes

We aim to acknowledge a refund request within three (3) business days and to decide it within ten (10) business days of receiving the information we need. Where a request is approved, the refund is executed by the payment provider back to the original payment method. Once we have submitted it, the time it takes to appear is set by your bank or wallet provider and is typically a further five to fifteen business days.

We cannot refund to a different account, person or payment method from the one used to pay. That restriction exists to protect you and to prevent our being used to move money.

Fees and campaign totals

A refunded donation is removed from the campaign total once the provider confirms the reversal, not when the request is made. Payment-processing fees charged by the provider may be non-recoverable depending on that provider's own policy; where a fee cannot be recovered and the fault was ours, we bear it rather than deducting it from your refund.

Partial refunds

Where only part of a donation is affected — for instance an amount entered with an extra digit — we may refund the difference and leave the intended amount in place, if that is what you would prefer.

If you disagree with our decision

Tell us and we will review it. You may also raise a dispute directly with your bank or wallet provider, and you retain any rights you have under the Consumer Act of the Philippines. Nothing in this policy limits those rights.

Who issues the refund

Refunds are issued by Philippine Funeral Technologies Inc., which received the funds as merchant of record, and are executed through the original payment provider. This policy forms part of our Terms of Service.