PetRescue Donation & Refund Policy
PetRescue is a national animal welfare charity with a vision of a future where every pet is safe, respected and loved. Every day, the not-for-profit organisation delivers free pet search and adoption services to thousands of pet lovers.
Since the PetRescue website launched in 2004, it's been the first connection for more than half a million rescue pets and their new families. PetRescue has also earned the title of ‘Australia’s most visited charity website’ and has grown to become the nation’s largest searchable database of rescue organisations and rescue pets.
As a charity, PetRescue relies on donations from pet lovers like you to continue to be the vital connection for homeless pets and their new families. Your support ensures that PetRescue can continue to be free for all who need it (pets and humans) and funds programs and initiatives to keep pets safe.
This policy provides the guidelines for the eligibility and assessment of refunds. PetRescue aims to provide a fair, consistent and transparent refund process that maintains the trust and satisfaction of our supporters and community.
Donations
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All donations are gifts made voluntarily to PetRescue Ltd (ABN 35123057536) (“PetRescue”, “we”, “us” or “our”) registered with the Australian Charities and Not-for-profits Commission and endorsed by the Australian Taxation Office as a tax concession charity and deductible gift recipient with no conditions.
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All pricing and transactions on our website are stated in Australian Dollars (AUD).
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PetRescue expects that anyone wishing to donate will consider their decision carefully and check donation amounts during transactions.
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By completing a donation, you certify that you: accept the Terms of Use, and the Privacy Policy; and understand you can cease communication, or access and change your personal information by emailing supporters@petrescue.org.au
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We will only use your information to process your donations and communicate with you about our charitable objectives.
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Donations by individuals can be made in the form of one-off donations, regular gifts, or bequests.
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PetRescue will determine where the funds are directed within its services.
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If a donation is designated to a specific project or program, PetRescue will use reasonable endeavours to direct that donation to that designated project or program. When this is not possible, PetRescue will direct your donation to an alternate use. The redirection of donations will not be individually communicated to donors.
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Donations of gifts in kind will also be directed as determined by PetRescue.
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PetRescue can provide official receipts for eligible donations of $2.00 or more.
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Once-off online donations will receive an automated receipt for each donation and regular gifts receive an annual receipt, unless otherwise requested. If you did not receive your donation receipt you can request this by contacting the PetRescue team at supporters@petrescue.org.au
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PetRescue accepts anonymous donations but is unable to issue a tax-deductible receipt to the donor in such circumstances.
Online donations
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Our website is enabled for online donations using a secure donation server.
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Despite security on our website, you should be aware that there are risks in transferring information across the Internet.
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We record the donor's name, address, email, telephone, and amount donated on our fundraising database.
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Our fundraising database is protected by secure user IDs and passwords, to help protect it from misuse, unauthorised access, modification, or disclosure.
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For more details on the collection and use of donor data, please see our Privacy Policy.
Refunds
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PetRescue may issue refunds at their sole discretion and are under no obligation to refund donations made in error. Refunds are issued only in exceptional circumstances, and only when the funds have not already been granted to and/or utilised by the charity.
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However, PetRescue recognises that it is possible to make an error when making an online donation and an error could also be made by PetRescue or our financial institution. Should a donor wish to make a refund request based on a donation made in error, PetRescue may honour those made within 10 days of the original donation date.
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To seek a donation refund please follow the instructions below in the ‘Refund Request section’
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Refunds will be returned using the original method of payment – if a donation has been made by credit card, the refund must be credited to that same credit card within 48 hours of the initial payment being payment. Refund requests must be made by either the person who originally made the donation, a named person on the record or the cardholder. PetRescue reserves the right to refuse a refund into a different payment method, regardless of whether this method is available or not.
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If a donation is refunded, the associated tax receipt is no longer valid and should be securely destroyed. Please note it is your responsibility to submit correct receipts to the Australia Taxation Office (ATO).
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In the event that any fraud is involved and/or an unauthorised transaction has taken place, then the donation will be considered for refund upon request.
Refund Requests
- To make a refund request please complete PetRescue’s refund request form here within 10 days of receipt.
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Alternatively, you can contact the PetRescue team directly to request a refund, and provide the details of the transaction. To contact the PetRescue team about a refund, please contact us via:
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Email at supporters@petrescue.org.au
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Mail to PetRescue Ltd, PO Box 8033, Perth, WA 6849
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PetRescue will review your refund request within 10 business days (within Monday to Friday working hours) and let you know the outcome. Should the refund be approved, any original receipt issued for the incorrect amount immediately becomes void and invalid. PetRescue will issue a new receipt where applicable.
Monthly Giving Donation Cancellation
- To change your monthly donation amount simply email us at supporters@petrescue.org.au and let us know your full name and email address associated with the donation. We will change the amount of the automatic deduction according to your request.
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To cancel recurring donations, please email us at supporters@petrescue.org.au. Notification of at least 10 clear business days before the next scheduled payment date is required to enable us to update our system.