Refund Policy

1. General Policy

Donations made through Handful of Angels are intended to be voluntary, final gifts to support individuals facing cancer diagnoses. Because donations are peer-to-peer gifts facilitated by the Platform — not purchases of goods or services — refunds are not automatically guaranteed. However, we understand that certain situations may warrant a refund, and we are committed to handling such requests fairly.

2. Eligible Refund Situations

We may issue a refund in the following circumstances:

• Unauthorized Transaction: A donation was made without your authorization (e.g., your payment method was stolen or used without consent). We recommend also contacting your bank or card issuer.
• Duplicate Charge: You were charged more than once for the same donation due to a technical error.
• Incorrect Amount: A donation was processed for an amount significantly different from what you intended due to a Platform error.
• Campaign Fraud: We determine that a campaign was fraudulent or materially misrepresented its purpose. We will make reasonable efforts to refund donations from available campaign funds.
• Campaign Cancellation: A campaign is canceled before funds have been disbursed to a Beneficiary.
• Survivor Declines the Campaign: The Survivor chooses to make a campaign quiet before opening it. All donations to that campaign are refunded automatically to the original payment method after a 24-hour window in which the Survivor may change their mind.
• Dispute Resolution: Refunds issued as part of resolving a payment dispute or chargeback process.

3. Refund Limitations

• Fund Availability: Refunds can only be processed from funds still held in the campaign's balance with Stripe. If funds have been withdrawn by the Beneficiary, a refund may not be possible.
• Full Charge Refunded: An approved refund returns the full amount charged to your card, including any optional platform support you added. Stripe's processing fee is not deducted from your refund; Handful of Angels absorbs it.
• Time Limitation: Refund requests should be submitted within 90 days of the original donation date. Requests after 90 days will be evaluated case-by-case but may be declined.

4. How to Request a Refund

To request a refund, contact us at support@handfulofangels.com with the subject line "Refund Request" or through the Contact page (select "Billing & Account" > "Refund requests"). Please include:

• Your full name and the email address associated with your account
• The approximate date and amount of the donation
• The campaign name (if known)
• The reason for your refund request
• Any supporting documentation (e.g., bank statement showing unauthorized charge)

5. Refund Process

• Review: Our team will review your request within 5 business days. We may contact you for additional information.
• Decision: We will notify you of our decision by email. If approved, the refund will be processed within 10 business days of approval.
• Refund Method: Refunds are issued to the original payment method. We cannot issue refunds to a different payment method, bank account, or as cash/check.
• Processing Time: After a refund is issued, it may take an additional 5–10 business days to appear on your statement, depending on your bank or card issuer.

6. Chargebacks & Disputes

We strongly encourage you to contact us directly at support@handfulofangels.com before filing a chargeback with your bank. We can often resolve issues more quickly than the bank dispute process.

If you file a chargeback, we will cooperate with the dispute process and may provide transaction records and campaign information as evidence. While a chargeback is open, the disputed amount is held back from the campaign's balance and withdrawals are paused, delaying disbursement to the Beneficiary.

7. Fraudulent Refund Requests

Submitting false or fraudulent refund requests is a violation of our Terms of Service and may result in permanent suspension of your account, reporting to law enforcement, and legal action to recover funds.

8. Changes to This Policy

Handful of Angels reserves the right to update this Refund Policy at any time. Changes will be posted on this page with an updated effective date. Continued use of the Platform constitutes acceptance of the revised policy.