1. Purpose

The Egyptian Orphan Fund Australia (TEOFA) is a registered Australian charity committed to transparency and accountability in all financial transactions.

This policy outlines how TEOFA manages refund requests relating to donations, sponsorships, event payments, and fundraising purchases in compliance with Australian Consumer Law (ACL), and the requirements of the Australian Charities and Not-for-profits Commission (ACNC).

2. Our Commitment

TEOFA values every contribution and directs all donations, sponsorships and event proceeds toward our mission to support orphaned and vulnerable children in Egypt.

This policy applies to all donations, sponsorships, event ticket sales, and other payments made to The Egyptian Orphan Fund Australia, whether online, via bank transfer, in person, or through third-party fundraising platforms.

3. Donations and Sponsorships

All donations to TEOFA are regarded as voluntary gifts to support our charitable purpose and are generally non-refundable.

However, we recognise that errors or exceptional circumstances can occur. Refunds may be considered when:

• A duplicate donation or incorrect amount was made by mistake;
• A transaction was unauthorised or fraudulent;
• A technical error occurred at the time of payment; or
• The request is made in writing within a reasonable timeframe (usually within 30 days of the transaction).

Refunds will not normally be granted if:

• The donor changes their mind after the donation
• The donation has already been allocated or applied to a charitable program or project
• The funds were received as part of a campaign, auction, or event where benefits or goods were provided.

Once donations have been applied to charitable purposes, refunds cannot be made as doing so would compromise our obligations under the ACNC Act and related regulations.

4. Event Tickets and Fundraising Purchases

Refunds for event tickets, auction items, fundraising merchandise or other event-related payments are managed in accordance with Australian Consumer Law.

Refunds may be provided if:

• An event is cancelled, postponed, or significantly altered and the sponsor or ticket holder cannot attend the rescheduled date;
• Payment was made in error or duplicated;
• Exceptional extenuating circumstances apply and are approved by the Board or a delegated officer.

If you are unable to attend an event or change your mind about a purchase, refunds are generally not available. However, TEOFA may:

• Transfer the ticket or booking to another person; or
• Treat the payment as a tax-deductible donation (where eligible).

Where goods or services are provided in connection with a payment, TEOFA will comply with Australian Consumer Law regarding refunds and replacements for faulty, defective or misrepresented goods or services.

5. Payment Processing (Stripe and EFTPOS)

All online donations and payments made through our website are processed securely via Stripe.

Payments made by credit or debit card over the phone or in person are processed through our EFTPOS merchant facility (Tyro and Westpac).

Refunds for any payments made via Stripe or EFTPOS will be handled in accordance with both this Refund Policy and the respective payment provider’s refund terms and conditions.

Please note that:

• Transaction fees charged by payment providers may not be refundable;
• Refunds, where approved, will be returned via the original payment method wherever possible; and
• For EFTPOS transactions, refunds can only be issued to the same card used for the original payment method.

By making a payment to TEOFA, you acknowledge and agree to these payment terms and the conditions set out in this Refund Policy.

6. Requesting a Refund

To request a refund, please email admin@theegyptianorphanfund.org.au with the following details:

• Your full name and contact details;
• The date and amount of payment;
• The payment method; and
• The reason for your refund request.

Please attach a copy of your payment receipt or transaction confirmation.

All refund requests will be reviewed and if approved, will be processed within 14 business days and a written confirmation will be provided.

7. Governance and Record Keeping

All refund decisions are approved by the Board of Directors and recorded in the organisation’s financial system for transparency and audit purposes.

Refund approvals are managed in accordance with ACNC governance standards, TEOFA’s Financial Management Policy, and applicable fundraising regulations in each Australian state or territory.

8. Policy Review and Updates

This policy will be reviewed annually or as required to reflect legislative changes, ACNC guidance updates, or evolving organizational practices. The most current version will always be available on our website.

9. Contact Us

If you have any questions, concerns, or complaints regarding this policy, please contact:

The Egyptian Orphan Fund Australia (TEOFA)
Email:                 admin@theegyptianorphanfund.org.au
Mail:                   8/17 Sugar Gum Ct, Braeside VIC 3195
Website:           www.theegyptianorphanfund.org.au

We will respond promptly to all refund-related enquiries and aim to resolve them fairly, respectfully, and transparently.