Introduction
At Fundtool, we strive to provide a transparent and secure platform for fundraising. This Chargeback and Disputes Policy outlines the procedures and guidelines for handling chargebacks and disputes that may arise during the donation process. By using our platform, you agree to abide by this policy.
Definitions
Chargeback: A request made by a cardholder to their bank to reverse a transaction.
Dispute: A disagreement or conflict between a donor and a fundraiser regarding a donation or fundraiser campaign.
Chargebacks
We take chargebacks very seriously. If you believe a donation was unauthorized or fraudulent, you may initiate a chargeback through your bank or card issuer. However, please be aware of the following:
Non-Fraudulent Chargebacks: If a chargeback is filed and determined not to be fraudulent, Fundtool will charge a $25 fee to cover the administrative and processing costs.
Investigation: Your bank will investigate the chargeback request. Fundtool will provide any necessary documentation to assist in the investigation.
Fee Assessment: If the chargeback is not found to be fraudulent, the $25 fee will be automatically deducted from your account.
Disputes
If you have a dispute regarding a donation or fundraiser campaign, please follow these steps:
Contact Fundtool Support: Email our support team at support@fundtool.com with details of the dispute, including the transaction ID, date, and a description of the issue.
Investigation: Our team will review your dispute and may contact you for additional information. We aim to resolve disputes within 10 business days.
Resolution: After investigating, we will provide a resolution which may include a refund, partial refund, or an explanation of why the dispute cannot be resolved in your favor.
Fraud Prevention
To prevent unauthorized transactions, Fundtool implements several security measures, including:
Secure payment processing through reputable card processor.
Verification of fundraiser campaigns.
Monitoring for suspicious activity.
Refund Policy
Refunds may be issued under the following circumstances:
Unauthorized Transactions: Proven cases of unauthorized or fraudulent transactions.
Error: Errors in processing donations due to technical issues on the Fundtool platform.
Donor Request: At the donor's request, within 10 days of the donation, if the funds have not yet been transferred to the fundraiser. Refund may be subject to service fee.
Contact Information
For any questions or concerns regarding this policy, please contact us at:
Email: support@fundtool.com
Changes to Policy
Fundtool reserves the right to modify this policy at any time. Changes will be effective immediately upon posting on our website. We encourage you to review this policy periodically to stay informed of any updates.