Refund Policy | STEP Foundation

1. Policy Statement

STEP Foundation holds our supporters in the highest regard and deeply values the trust you place in us to carry out our charitable work. We are committed to transparency, integrity, and compliance with all relevant laws and regulations. As a charity registered in England and Wales, our refund policy is guided by the provisions of the Charities Act 2011. Under this legislation, we are not legally obliged to provide refunds for donations except in exceptional circumstances.

That said, we recognise that situations do arise where a refund request is reasonable. While donations are essential to our work and are generally treated as final, we handle refund requests with fairness, compassion, and care, and each one is reviewed on its own merits.

2. Requesting a Refund

If you believe you're entitled to a refund, please get in touch with the following details so we can look into it promptly:

Your full name and contact details
The date of the donation and the amount donated
The method of payment used (e.g. card, Apple Pay, Google Pay, PayPal, or bank transfer)
A brief explanation of why you're requesting a refund

You can reach us by email at info@step-foundation.org.uk. We aim to respond promptly and talk you through what happens next.

3. Refund Processing Timeline

Where a refund is approved, we aim to process it within 7 to 10 working days. How long it then takes to reach your account can vary depending on your bank or payment provider. We'll keep you updated throughout.

4. Discretionary Refunds

All refund decisions are made at the sole discretion of STEP Foundation, in line with our legal obligations and internal policies. Where a refund is granted, it will be returned through the original payment method used to make the donation. If a donation has already been claimed under Gift Aid, we'll also let you know how this affects any adjustment needed with HMRC.

5. Our Commitment to You

STEP Foundation is committed to the highest standards of ethical conduct, transparency, and legal compliance. We value your trust and take any concerns you raise seriously, handling them with care and professionalism.

Your contributions are the foundation of everything we do. We're grateful for your generosity and your ongoing support, and we're here to help with any questions about this policy.

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