Donor Refund & Escrow Policy

Module: CrowdFunding (UTSAV DAAN™)
Document Type: Hybrid — Plain English + Legal Reinforcement
Trademark: UTSAV DAAN™ is a registered trademark of MyMahotsav Futuretech Ltd
Jurisdictions: Global (with jurisdictional addenda)
Version: 1.0
Effective Date: 25 February, 2026

PART A: PLAIN ENGLISH SUMMARY #

When and How You Can Get a Refund #

We hope every donation supports a worthy cause, but sometimes things don’t go as planned. This policy explains when refunds are available and how the escrow protection works.

The Simple Truth #

• Refunds aren’t automatic: Donations are generally final—you’re supporting a cause you believe in.

• But you have rights: In specific situations (Campaign failure, fraud, material changes), you can request a refund.

• Escrow protects your money: Funds sit in a protected account until Campaign conditions are met.

• Cooling-off period: For reward-based campaigns, you may have a short window to change your mind.

• Fraud protection: If a Campaign is fraudulent, we work to recover and refund donors.

• Refunds come from escrow: Refunds are paid from the Escrow Account before funds go to beneficiaries.

• Processing time: Refunds typically take 5-10 business days after approval.

 PART B: LEGAL TERMS AND CONDITIONS #

1. GENERAL PRINCIPLES #

1.1 By making a Contribution, you acknowledge that:

• Donations are generally non-refundable

• You are supporting a Cause, not purchasing a product (except reward-based campaigns)

• Campaign success depends on Fundraiser performance

• UTSAV DAAN™ acts as intermediary, not guarantor

1.2 Refunds are governed by:

• This Policy

• Applicable consumer protection laws

• Payment processor chargeback rules

• Campaign-specific terms disclosed at donation

2. REFUND ELIGIBILITY SCENARIOS #

2.1 Campaign Failure Refund #

Eligible when:

• Fixed Target Campaign closes without reaching Target AND

• Fundraiser elects “All-or-Nothing” model (vs. “Keep-What-You-Raise”)

Refund amount: 100% of Contribution (excluding payment gateway fees, which may not be recoverable)

Process: Automatic refund processed within [10] business days of Campaign end

2.2 Fraudulent Campaign Refund #

Eligible when:

• UTSAV DAAN™ determines, in its sole discretion, that the Campaign was fraudulent; OR

• Law enforcement/regulator declares the Campaign fraudulent; OR

• Court order requires refunds

Refund amount: 100% of Contribution (UTSAV DAAN™ absorbs non-recoverable gateway fees)

Process:

1. Campaign frozen immediately upon fraud detection

2. Investigation completed within [7] days

3. If fraud is confirmed, refunds will be processed within [10] days

4. Law enforcement notified

2.3 Material Change Refund #

Eligible when:

• Fundraiser makes a Material Change to the Campaign after Contributions are received

• Contributor objects to Material Change

• Refund requested within [7] days of Material Change notification

Refund amount: 100% of Contribution (gateway fees deducted unless change is substantial)

Process: Contributor must opt out via the Campaign page or by contacting support within the notice period

2.4 Duplicate Contribution Refund #

Eligible when:

• The contributor accidentally donates twice to the same Campaign

• Evidence of duplicate transaction provided

Refund amount: 100% of duplicate Contribution (excluding gateway fees, which may be deducted)

Process: Request within [30] days of duplicate transaction

2.5 Technical Error Refund #

Eligible when:

• The platform error causes an incorrect charge

• Payment processed without authorisation

• Wrong amount charged due to a system error

Refund amount: 100% of the erroneously charged amount

Process: Automatic upon error detection, or upon user report with verification

2.6 Cooling-Off Period (Reward-Based Campaigns) #

Eligible when:

• Campaign offers Rewards (goods/services)

• Contributor is consumer (not acting in business capacity)

• Jurisdiction provides cooling-off rights (e.g., EU 14-day distance selling)

Refund amount: 100% of Contribution (Contributor may bear return shipping costs for physical rewards)

Process: Request within applicable statutory period (typically 14 days from donation)

2.7 Force Majeure Campaign Cancellation #

Eligible when:

• Fundraiser cancels Campaign due to Force Majeure

• The Campaign cannot proceed as described

• No alternative use of funds agreed

Refund amount: Net Proceeds held in escrow (gateway fees deducted)

Process: Contributors notified of cancellation, refund option available for [30] days

3. NON-REFUNDABLE SCENARIOS #

Refunds will NOT be provided for:

4. REFUND PROCESS #

4.1 How to Request a Refund #

Step 1: Contact the Fundraiser directly (for most disputes)

• Use Campaign Q&A or the message feature

• Attempt resolution within [7] days

Step 2: Escalate to UTSAV DAAN™

• Submit refund request via: admin@mymahotsav.com

• Include: Transaction ID, Campaign URL, Reason, Supporting documents

• Use Refund Request Form (available on Platform)

Step 3: UTSAV DAAN™ Review

• Acknowledgement within [2] business days

• Investigation completed within [7] business days

• Decision communicated with reasoning

Step 4: Refund Processing (if approved)

• Refunded to the original payment method where possible

• Alternative method arranged if the original is not available

• Processing time: 5-10 business days after approval

4.2 Information Required #

For refund requests, provide:

• Full name (as on payment method)

• Email address used for donation

• Transaction ID or payment reference

• Campaign name and URL

• Donation date and amount

• Detailed reason for the refund request

• Supporting evidence (screenshots, correspondence)

4.3 Refund Method #

5. ESCROW PROTECTION MECHANISMS #

5.1 Escrow Principles #

5.1.1 All Contributions held in Escrow Account are:

• Segregated from UTSAV DAAN™ operating funds

• Held on trust for Contributors until disbursement conditions met

• Not subject to claims by UTSAV DAAN™ creditors

• Protected in case of UTSAV DAAN™ insolvency (to extent provided by law)

5.1.2 Escrow protection means:

• Funds cannot be used for Platform operations

• Refunds are paid from Escrow before any disbursement

• The beneficiary only receives funds after the conditions are satisfied

5.2 Escrow Release Conditions #

Funds are released from Escrow ONLY when:

• Campaign duration completed AND

• For Fixed Target campaigns: Target met OR “Keep-What-You-Raise” elected AND

• No unresolved refund requests pending AND

• Beneficiary verification complete AND

• No fraud indicators AND

• No legal hold/court order AND

• Cooling-off period expired (for reward campaigns)

5.3 Escrow Accounting #

• Each Campaign has a virtual sub-ledger within the Escrow Account

• Real-time balance tracking per Campaign

• Monthly reconciliation statements

• Independent auditor access

5.4 Insolvency Protection #

5.4.1 In the event of UTSAVDAAN™ insolvency:

• Escrow funds are not available to liquidators

• Statutory trust applies in applicable jurisdictions

• Funds to be returned to Contributors or disbursed per Campaign terms

• Administrators will be appointed to manage the wind-down

6. CHARGEBACK RIGHTS #

6.1 What is a Chargeback? #

A chargeback is a transaction reversal initiated by a Contributor through their bank or card issuer, typically claiming:

• Unauthorized transaction

• Goods/services not received

• Significantly different from the description

• Duplicate processing

6.2 UTSAVDAAN™ Chargeback Process #

6.2.1 Upon receiving a chargeback notice:

• Campaign notified

• Funds frozen pending resolution

• Evidence package prepared

6.2.2 UTSAVDAAN™ may contest chargebacks where:

• The contributor received a reward

• Transaction was authorized

• Campaign delivered as promised

• Refund was already provided

6.2.3 If chargeback upheld:

• Funds debited from Escrow Account

• Campaign balance reduced accordingly

• Beneficiary disbursement adjusted

6.3 Chargeback Abuse #

Repeated, unfounded chargebacks may result in:

• Account restriction

• Blocked from future donations

• Legal action for fraud

7. DISPUTE RESOLUTION #

7.1 Refund disputes not resolved through this Policy may be referred to:

• Internal Appeals Committee (first level)

• Mediation (second level)

• Arbitration/courts as per General Terms

7.2 Time limit for refund claims: [6 months] from donation date, except where longer provided by law.

 PART C: JURISDICTION-SPECIFIC ADDENDUMS #

INDIA ADDENDUM #

Consumer Protection Act, 2019:

• Refund rights under consumer law for reward-based crowdfunding

• Central Consumer Protection Authority (CCPA) jurisdiction

RBI Guidelines on Unauthorized Transactions:

• Zero liability for the customer if unauthorized transaction is reported within 3 days

• Limited liability thereafter, as per the RBI circular

Limitation Period: Refund claims are subject to the Limitation Act, 1963 (3 years generally)

UK ADDENDUM #

Consumer Contracts Regulations 2013:

• 14-day cooling-off period for distance contracts (reward-based)

• Right to cancel within 14 days without reason

Chargeback Rules: Under Section 75 Consumer Credit Act, joint liability for purchases over £100

EU ADDENDUM #

Consumer Rights Directive 2011/83/EU:

• 14-day withdrawal right for distance contracts

• Exceptions for digital content after download commencement

Payment Services Directive (PSD2) :

• Strong authentication requirements

• Refund rights for unauthorised transactions

US ADDENDUM #

Federal and State Laws:

• Truth in Lending Act (Regulation Z) for credit card disputes

• Electronic Fund Transfer Act (Regulation E) for debit cards

• State consumer protection laws vary by state

Cooling-Off Periods: No general federal cooling-off; specific state rules for certain transactions

PART D: ENTERPRISE INTERNAL MANUAL #

For UTSAVDAAN™ Refund Processing Team #

A. Refund Decision Matrix #

B. Refund Processing SLA #

C. Fraud Campaign Refund Protocol #

1. Freeze Campaign immediately

2. Identify all Contributors

3. Notify Contributors of suspected fraud

4. Investigate with the Compliance Team

5. If confirmed, prepare the refund file

6. Process refunds in batch

7. Report to law enforcement

8. Update fraud database

D. Chargeback Response Template #

When contesting a chargeback, provide:

• Transaction authorization proof

• Campaign description at time of donation

• Delivery evidence (if reward)

• Contributor communication history

• Refund policy disclosure evidence

• Screenshots of acknowledgement