Donation & Refund Policy

1. Who receives your donation

Donations through this website are received by Paws and Purpose, an animal shelter in Badlapur, Mumbai.

2. How payments are processed

Payments are collected by our payment gateway on their secure pages, by UPI, card, netbanking or wallet. We do not receive or store your card or bank details. A donation is complete when the gateway confirms it, not when you reach the confirmation page.

3. Receipts

A receipt is emailed to the address you give, usually within minutes. It carries the amount, the date, the payment reference and the name you donated under, and we can issue it to a company name if you ask. If a receipt does not arrive, message us on WhatsApp with the date, amount and payment reference, and we will reissue it.

4. When we refund a donation

A donation is a voluntary gift, and we do not refund it simply because you changed your mind after it was confirmed. We will refund it, however, in these situations:

• Duplicate payment — the same donation was charged twice by mistake.
• Incorrect amount — you typed ₹50,000 instead of ₹5,000.
• Unauthorised payment — the donation was made without the cardholder's or account holder's permission. Tell your bank as well as us.
• Technical error — money was debited but the donation was not recorded, and we agreed a refund rather than a correction.

Message us on WhatsApp within 7 days of the payment with the date, amount and reference. Refunds are made to the original payment method, and reach you within seven to ten working days once approved, depending on the gateway and your bank.

5. Monthly donations

• Pause or change. Tell us and we will pause the instalments or change the amount from the next cycle.
• Cancel. You can cancel at any time. The cancellation takes effect before the next instalment, and we will confirm it in writing. Instalments already collected are treated as completed donations and are not normally refunded.
• Failed instalment. If a monthly payment fails, the gateway will usually retry. If it fails again, we will email you before treating the donation as cancelled.

6. Donations for a specific animal or case

If you give towards a specific published appeal and that appeal is fully funded before your donation arrives, we will contact you and either move your gift to a similar case with your agreement or refund it. If the animal does not survive, the remaining funds are used for other animals in our care, because the costs are incurred either way; we will tell you if that happens.

7. In-kind donations

Food, medicines, bedding and equipment given in kind are not refundable and cannot be exchanged for cash. If we cannot use an item, we will say so before you send it, or pass it to another organisation that can, with your agreement.

8. Chargebacks and disputes

If you believe a payment was made in error, please contact us before raising a dispute with your bank — most problems are resolved the same day. For a fraudulent or unrecognised charge, contact your bank immediately as well, and tell us so we can hold any further activity.

9. Contact

Donation queries: WhatsApp +91 97027 65937. Please include your name, the date and amount, and the payment reference if you have it. We reply as soon as we can, and never later than two working days.