Refund policy

Version of 30 September 2026.

This page explains when and how the International Charitable Foundation “Health of the Ukrainian People” (the “Foundation”) refunds money to donors of the Save The Limb programme, and how to cancel a monthly donation.

General rule

A donation is a voluntary, irrevocable contribution, not a payment for goods or services. By donating, you agree that the amount is not refunded, except in the cases listed below and in cases expressly provided by the laws of Ukraine.

When a refund is possible

• you entered the wrong amount by mistake;
• the payment was charged twice or several times;
• the payment was made without the cardholder’s consent;
• the money was charged because of a technical error on the Site or in the payment service.

How to request a refund

As soon as possible, write to info@houp.org with the subject “Refund” and include:

1. your full name;
2. e-mail and contact phone number;
3. date and time of the payment;
4. payment amount;
5. payment ID or receipt number;
6. reason for the refund;
7. a copy of the receipt or bank statement, if you have one.

Do not send your full card number, expiry date or CVV code.

How and when the money is returned

• The Foundation reviews the request within 10 business days, checks the circumstances of the payment and informs you of the decision by e-mail. To make sure the request comes from the payer, the Foundation may ask for additional details.
• As a rule, the money is returned the same way it was paid: to the card or account the payment came from.
• If the amount was mistaken, we can refund the whole payment or only the difference; please say which in your request.
• How long the money takes to reach you depends on the payment service and the bank that issued the card; the Foundation has no control over this.
• If the payer’s payment service provider (bank) notifies the Foundation of an erroneous, improper or unauthorised payment transaction, the Foundation initiates the return of that amount within three business days of receiving the notice (Article 88(1) of the Law of Ukraine “On Payment Services”).
• The Foundation does not reimburse fees charged by the donor’s bank.

How to cancel a monthly donation

You can cancel a monthly donation at any time:

• yourself, in the personal account of the payment service through which the payment was set up (for example, in WayForPay: the “Regular payments” section, «Регулярні платежі»);
• by e-mail to info@houp.org with the subject “Cancel subscription” («Відміна підписки»), stating your full name, e-mail and phone number, date and time of the payment, amount and payment ID. We will confirm the cancellation by e-mail.

Cancellation stops future charges. Donations already made are refunded only in the cases listed above.

Contacting your bank

If a payment was made without your consent, contact the bank that issued the card immediately to block it. You also have the right to dispute the transaction through your bank under the rules of the bank and the card scheme. We would appreciate it if you wrote to us first, so that we can look into the matter without extra procedures.

Contacts

International Charitable Foundation “Health of the Ukrainian People”, EDRPOU code 36924153. E-mail: info@houp.org, phone: +38 (044) 466-64-93. Full details are on the “Contacts” page.

If the Ukrainian and English versions differ, the Ukrainian version prevails.