Donation Refund Policy

1. General Policy: No Refunds

Due to the nature of charity and the immediate use of funds for community aid and advocacy work, all donations made to ACE are generally considered final, non-refundable, and irrevocable.

Once a donation is processed, it constitutes a completed gift to the organization, and we are under no obligation to return the funds. We encourage donors to exercise due diligence and carefully review their donation details (amount, payment method, and recurrence settings) before confirming the transaction.

2. Exceptional Circumstances

While our strict policy is “No Refunds,” we recognize that errors can happen. At our sole discretion, we may consider a refund request only under the following exceptional circumstances:

• Technical Error: A system error caused a duplicate transaction (e.g., you were charged twice for the same donation).

• Data Entry Error: You accidentally entered the wrong amount (e.g., you intended to donate RM50.00 but entered RM500.00). In this case, we may refund the difference.

• Unauthorized Activity: The donation was made fraudulently or without your consent (e.g., using a stolen credit card).

Note: A change of mind or a change in personal financial circumstances is generally not a valid ground for a refund.

3. Refund Request Procedure

If you believe your case falls under the “Exceptional Circumstances” listed above, you must submit a written request to us within seven (7) days of the transaction date. Requests received after this period will not be processed.

To request a review, please email info@aceorg.my with the subject line “Donation Refund Request” and include:

1. Full Name of Donor

2. Date of Donation

3. Amount Donated

4. Payment Method (e.g., Credit Card, FPX, E-wallet)

5. Transaction Reference Number / Receipt

6. Detailed Reason for the Request

4. Processing & Fees

• Review: All requests are reviewed on a case-by-case basis. We aim to respond within five (5) working days.

• Approval: If your request is approved, the refund will be processed using the original method of payment. We cannot issue cash refunds.

• Processing Fees: Please note that any third-party processing fees (e.g., credit card fees, gateway charges) incurred by ACE during the initial transaction or the refund process will be deducted from the refund amount.

5. Recurring Donations

If you have signed up for a recurring (monthly) donation and wish to cancel future payments, please contact us at info@aceorg.my at least five (5) working days before your next scheduled deduction date. We cannot refund past recurring donations that have already been processed if no cancellation request was received prior to the deduction.