1. General rule
Donations made through XtraPoint are intended as voluntary charitable gifts to the Participating Institution you select. Once a donation has been submitted for processing, it is generally final and cannot be canceled merely because you change your mind. XtraPoint, Inc. and the Participating Institution will review requests involving duplicate, incorrect, unauthorized, failed, or otherwise eligible transactions under this Policy and applicable law.
One limitation is worth stating plainly. A completed charitable gift is not always refundable at the recipient's discretion. Once funds have been received by a Participating Institution, and particularly where a gift carries a donor restriction, state charitable-trust principles may limit the Institution's ability to return them. We will tell you when that is the reason a request cannot be granted.
2. Request window and contact
Submit a request through the support function in the app or by email to support@xtrapoint.com. Additionally to assist in our investigation, please provide the donor name, email, donation date, amount, beneficiary, payment method, transaction identifier, and the reason for the request.
Requests should be submitted within 30 calendar days after the donation. That period is a service commitment, not a limit on your legal rights: nothing in this Policy shortens or waives any right you have to dispute an unauthorized transaction, report an electronic transfer error to your financial institution, or pursue a card network dispute, and those rights carry their own separate deadlines.
3. Situations eligible for review
A duplicate donation caused by a system or processing error.
A donation entered for the wrong amount or the wrong Participating Institution and reported promptly.
A transaction the account holder states was unauthorized.
A donation processed after a timely recurring-donation or round-up cancellation.
A technical error that materially changed the disclosed amount, fee, beneficiary, or frequency.
A campaign or event that was materially misrepresented, unlawful, or cannot receive the funds, subject to legal and donor-restriction requirements.
A Participating Institution that has lost good standing or become unable to receive donations, in which case Section 9 applies.
Any other circumstance in which a refund is required by law, payment-network rule, processor direction, or a written Institution policy disclosed before the donation.
4. Event-specific donations
An event's failure to reach its fundraising goal does not create a refund right. When the disclosed event timeline expires, donations are directed to the designated Participating Institution whether or not the goal was met.
If an event is canceled, completed, changed, overfunded, or becomes impracticable, the Institution will determine the lawful use or disposition of the funds consistent with the campaign disclosure and any donor restrictions. A refund or redirection will occur only when required by law, by the applicable disclosure, or by an approved decision of the Institution and the Company. Where applicable law requires donor notice before a change in recipient, that notice will be given.
5. Where your donation is in the process
Whether a refund can be issued depends in part on where the donation sits in the settlement process, and it is worth understanding the difference:
Before settlement. If the donation has not yet been settled to the Participating Institution, we can generally reverse or correct the transaction directly.
After settlement. Once funds have reached the Institution, a refund requires the Institution to return them. We will forward your request to the Institution, ask it to respond within the period required by our agreement with it, and tell you the outcome. We cannot compel an Institution to return a gift that it is legally barred from returning.
We will tell you which situation applies to your request when we acknowledge it.
6. Recurring and round-up cancellation
Cancellation stops future donation instructions after the stated processing cutoff; it does not automatically refund amounts already submitted. We must receive a cancellation request at least three (3) business days before a scheduled debit to stop that debit. A request received later may take effect after a debit already submitted for processing.
If a debit occurs after an effective cancellation because of Company error, it is eligible for correction under this Policy.
Separately, you may stop a scheduled debit by notifying your own financial institution at least three business days before the scheduled date, as described in the Donor ACH Authorization. You do not have to contact us first.
7. Investigation and decision
We acknowledge the request within three (3) business days and tell you whether the donation has settled.
We may request identity, transaction and authorization information and consult the Participating Institution, the payment processor, or a financial institution.
We target a decision within three (3) business days, but bank, network, Institution or legal reviews may take longer. Where a decision depends on the Institution, we will tell you that and give you the status.
We notify you of the outcome and any next steps. Nothing in this process limits nonwaivable rights.
8. Refund method and timing
Approved refunds ordinarily return to the original payment method. We do not issue cash, checks, or refunds to a different account except where required and independently verified.
After submission, a card refund generally appears within three (3) to fourteen (14) business days and an ACH refund within seven (7) to fourteen (14) business days, depending on the financial institution. These are estimates, not guarantees. Where a refund requires the Institution to return settled funds, the timeline also depends on the Institution's response.
9. Fees
Donor-paid platform and processing fees are refunded when the underlying donation is refunded.
10. ACH returns and card disputes
You may have separate rights through your financial institution. Contacting us first may allow a faster correction, but it does not waive legal or network rights, and error-resolution rights for electronic transfers from your account run against the institution that holds your account.
Please do not seek both a Company refund and a bank or card dispute for the same amount without telling us. If both occur, duplicate credits may be reversed. The Company and the Institution may provide authorization and transaction evidence to processors and financial institutions.
11. Suspected fraud
We may suspend an account, donation, refund or settlement while investigating suspected fraud, account takeover, sanctions concerns, abuse, or conflicting claims. We may require enhanced identity verification and may report activity as permitted or required by law.
12. Refunds we cannot deliver
If an approved refund cannot be delivered because the original payment method is closed, the account has changed, or we cannot reach you, we will make reasonable efforts to contact you at the address and email on file.
Funds that remain undeliverable after those efforts, and donated funds that cannot be distributed to an Institution that has dissolved or become ineligible, are held and reported as unclaimed property under the law of the applicable state, which is ordinarily the state of your last known address. We will not apply undeliverable funds to our own account or redirect them to another Institution except as permitted by law and disclosed to you.
13. Tax acknowledgments
If a donation is refunded, the original receipt or tax acknowledgment is void to the extent refunded. You are responsible for correcting any tax filing. We or the Institution may issue an updated receipt or a reversal notice under the Donor Receipting and Tax Acknowledgment Standard. We do not provide tax advice.
14. Contact
XtraPoint, Inc.
support@xtrapoint.com