1. Scope of This Policy

This policy outlines the terms under which refunds may be issued for online donations, corporate sponsorships, and advertisement submissions processed through our payment gateway (PayHere) and partner bank transfers on https://suncsasrilanka.lk.

2. Circumstances Eligible for a Refund

SUN PF will consider and process refunds under the following specific circumstances:

• Accidental Duplicate Transactions: If a donor is charged more than once for the same donation due to a technical timeout, network lag, or multiple inadvertent clicks.
• Erroneous Donation Amount: If a donor mistakenly inputs an incorrect amount (e.g., donating LKR 50,000 instead of LKR 5,000), provided the error is reported immediately before funds are disbursed to field programs.
• Unauthorized or Fraudulent Card Use: If a contribution was made using a lost, stolen, or compromised card without the legitimate cardholder’s authorization. (Subject to verification by the issuing bank and payment processor).
• Advertisement / Sponsorship Cancellation: If an organization submits a website advertisement payment and formally requests cancellation before the advertisement is reviewed, approved, and published online.

3. Timeframe for Requesting a Refund

4. How to Request a Refund

To initiate a refund request, please email our finance desk at [email protected] with the subject line "Refund Request - [Your Name / Transaction ID]" and include the following details:

• Full Name of the Donor / Cardholder.
• Contact Phone Number and Email Address.
• Date and Time of Transaction.
• Exact Amount Contributed (in LKR or USD).
• Payment Gateway Transaction Reference Number (provided in the PayHere confirmation email or SMS).
• Reason for the refund request (e.g., duplicate charge, clerical amount error).

5. Verification and Processing Timeline

• Review: Our finance team will review the request and cross-check transaction logs with PayHere and the bank within 2 to 3 business days.
• Approval & Execution: Upon approval, the refund instruction will be initiated directly through the original method of payment (re-credited to the same credit card, debit card, or bank account).
• Disbursement Timeline: Depending on the card issuing bank (e.g., Commercial Bank, Sampath Bank, HNB, Boc), the refunded funds will reflect on your card statement within 5 to 10 business days.
• Payment Gateway Fees: In cases of clerical error by the donor, banking processing and gateway gateway transaction surcharges levied by financial institutions may be deducted from the refunded sum where applicable.

6. Non-Refundable Situations

Refunds will not be issued under the following circumstances:

• Requests submitted after the 7-day notification window where funds have already been committed to emergency food purchases.
• Website advertisements that have already been reviewed, approved, and published live for their agreed duration.
• Voluntary changes of mind regarding charitable contributions where the transaction was accurately processed with authorization.

7. Contact for Payment Inquiries