Refund Policy

CBB Canada (Care Beyond Borders Canada) is a registered Canadian charitable organization. Every donation we receive is a trust placed in us. We promise to handle each gift, and any request to correct or refund it, promptly and fairly.

This policy describes the circumstances in which a donation may be refunded, how to request a refund, how long it takes, and what a refund means for any tax receipt you may have received. It applies to donations made through our website, which are processed by our payment partner, Fundraise Up, as well as to gifts made by other methods where noted.

Please note: This is a template policy prepared as a starting point. CBB Canada should have it reviewed and approved by qualified Canadian legal counsel, and confirmed against current CRA (Canada Revenue Agency) guidance and PIPEDA privacy requirements, before it is published or relied upon.

Donations to CBB Canada are voluntary gifts made to support our charitable programs at home and around the world. Once a gift is received, funds are committed to programming and our work begins. For this reason, donations are generally final and non-refundable.

We do, however, recognize that genuine mistakes happen. We will review every refund request in good faith and, where a request is valid, we will correct the error promptly. Refunds are typically considered in situations such as:

• An accidental, unintended or duplicate donation;
• An incorrect amount entered in error (for example, an extra digit or a wrong decimal);
• A donation made without authorization (such as an unrecognized charge on your card);
• A technical or processing error that resulted in you being charged more than once or more than intended.

Refunds are not normally provided simply because a donor has changed their mind after a gift has been received and put to work. Even so, we will always listen and treat each request on its merits.

If you believe a refund is warranted, please contact us within 15 business days of the transaction so we can locate and review it quickly. Requests made after this window will still be considered, but may be more difficult to verify and process.

To help us help you, please include where possible:

• The full name on the donation;
• The donation amount and the date of the transaction;
• The donation or receipt reference number (shown on your email confirmation or receipt);
• A brief description of the reason for your request.

You can reach our donor care team at:

• Email: [email protected]
• Phone: +1 (647) 980-9114
• By mail: CBB Canada, 547 Belmont Ave W, #803, Kitchener, ON N2M 5G9

For your security, please do not send full credit card numbers or other sensitive payment details by email. We will verify your identity and gather any further information we need through a secure channel.

Once a refund is approved, we aim to start it within 5 to 10 business days. Wherever possible, the refund goes back to the original payment method used for the donation (for example, the same credit card or bank account).

After we issue the refund, the time it takes to appear on your statement depends on your bank or card provider. That is usually a further 5 to 10 business days, and occasionally up to one full billing cycle. Refunds are issued in Canadian dollars (CAD). If your card is denominated in another currency, the amount you see may differ slightly from the original charge because of exchange-rate changes and any fees your provider applies, and those are outside our control.

Because our online donations are handled by Fundraise Up, some refunds are processed through their secure platform. We will keep you informed at each step and send written confirmation once a refund has been issued.

Monthly and other recurring gifts are the steady backbone of our work, letting us plan and sustain programs over time. You are always in control of a recurring gift and may pause, change or cancel it at any time, with no penalty.

You can manage a recurring donation by:

• Using the self-service link in any of your donation receipt or reminder emails, which lets you update the amount, payment method or frequency, or cancel; or
• Contacting our donor care team by email or phone, and we will action your request for you.

To make sure your instruction takes effect before the next scheduled charge, please allow at least 3 business days before your usual billing date. A cancellation stops future instalments; it does not automatically refund instalments already collected. Past instalments are treated under the general refund policy above, and we are glad to review any charge you did not intend.

Sometimes a technical glitch, a double click at checkout, or a processing error charges you more than once for the same gift, or charges an amount you did not intend. If that happens, tell us and we will promptly refund the difference.

We also keep an eye out for clearly duplicated transactions. Where we spot an obvious error on our side, we may issue a correcting refund without waiting for you to ask, and we will always notify you when we do. If you ever see a charge from CBB Canada that you do not recognize, contact us right away so we can investigate together.

As a registered Canadian charity, we issue official tax receipts for eligible gifts in accordance with CRA (Canada Revenue Agency) rules. A refund directly affects any receipt already issued for that donation.

• Full refund: the related tax receipt is cancelled and is no longer valid for claiming a charitable tax credit.
• Partial refund: the receipt is adjusted (or cancelled and reissued) to reflect only the amount actually retained as a gift.

If you have already filed a tax return that includes a credit for a donation that is later refunded, you may need to adjust your return with the CRA. We recommend keeping our cancellation or amended-receipt notice with your tax records, and consulting a tax professional about your specific situation. CBB Canada does not provide tax advice.

Any personal and payment information you share when requesting a refund is handled in accordance with Canada’s Personal Information Protection and Electronic Documents Act (PIPEDA) and our Privacy Policy. We use it only to verify and process your request, to keep accurate donation and receipting records, and to meet our legal and regulatory obligations.

Payment details are processed securely by our payment partner, Fundraise Up; we do not store full card numbers on our own systems.

We may update this Refund Policy from time to time to reflect changes in our practices, our payment processing, or applicable law. The current version, with its “last updated” date, will always be available on this page.

Questions about a donation, a refund, or this policy are always welcome. Our donor care team is here to help:

• Email: [email protected]
• Phone: +1 (647) 980-9114
• Mail: CBB Canada, 547 Belmont Ave W, #803, Kitchener, ON N2M 5G9