Refund Policy

This Refund Policy explains how refunds, chargebacks, and disputes work for transactions made through Donum. It is part of our Terms of Service.

1. Overview

Donum is free for Couples to use and Donum charges Couples no fees, so we do not issue refunds from Donum itself — there is nothing for Donum to refund. Two kinds of transactions happen through Donum, and refund responsibility is different for each.

• Cash gifts are sent directly from a Guest’s payment method to the Couple’s connected Stripe account. Refund responsibility sits with the Couple as the merchant of record, and refund mechanics follow Stripe’s rules.
• Items purchased at retailers through affiliate links are governed entirely by the retailer’s own return and refund policy. Donum is not the seller and cannot issue or facilitate those refunds.

2. Cash gifts

Cash gifts are processed by Stripe through the Couple’s Stripe Connect Express account. The Couple receives the gift amount minus Stripe’s processing fee (and minus any optional tip the Guest chose to include). Donum does not hold or take a fee from cash gifts.

A Couple may issue a full or partial refund to a Guest from their Stripe dashboard at any time within Stripe’s refund window (typically 180 days from the original charge). Refunds return the original charge net of fees; Stripe’s processing fees are generally not refunded by Stripe to the Couple. Couples are responsible for any difference between the refund amount and Stripe’s fee.

3. Items purchased at retailers

When a Guest clicks an item link on a Donum registry, they are taken to the retailer’s own website to complete the purchase. The retailer is the seller of record. Returns, exchanges, defective-product refunds, and any other post-purchase support are handled entirely by the retailer under its own policies. Donum has no ability to issue refunds for retailer purchases and is not a party to those transactions.

4. Optional fee coverage

At checkout, a Guest may optionally choose to cover Stripe’s processing fee so that 100% of the gift amount reaches the Couple. The fee-cover amount is part of the total charge and, if a refund is issued, is returned to the Guest along with the gift portion (subject to Stripe’s rules).

5. If you are the Couple

• You can issue refunds for cash contributions directly from your Stripe dashboard or by contacting Donum support.
• You are responsible for resolving disputes raised by Guests or by card networks.
• You should retain Donum’s contribution records and Stripe receipts for tax-reporting purposes; we keep them for at least seven years.

6. If you are a Guest

• For a refund of a cash gift, contact the Couple directly. They can issue the refund through Stripe.
• If you cannot reach the Couple or the gift was made in error, email hello@trydonum.com and we will help facilitate. We may need to verify the original transaction.
• For a return or refund on a physical item purchased at a retailer, contact the retailer directly using the order confirmation they sent you. Donum cannot accept returns or process refunds for retailer purchases.

7. How to request a refund

To request a refund of a cash gift:

• Couples: open the contribution in your Donum dashboard and click “Refund,” or refund directly from Stripe. If you need help, email hello@trydonum.com.
• Guests: email hello@trydonum.com with the subject line “Refund request.” Include the registry URL, the date and approximate amount of the gift, and the email you provided at checkout (if any).

8. Timeline

Refunds initiated through Stripe typically appear on the Guest’s original payment method within 5 to 10 business days, depending on the card issuer. Donum will acknowledge a refund request within 2 business days and resolve it (or escalate it) within 10 business days.

9. Chargebacks and disputes

If a Guest disputes a charge with their bank or card issuer, Stripe will notify the Couple and Donum will surface the dispute in the Couple’s dashboard. Couples are responsible for responding to disputes through Stripe. Donum may assist by providing supporting transaction records. Outcome and any associated fees are determined by Stripe and the card network. Repeated disputes or excessive chargebacks may result in account suspension, in line with our Terms of Service.

10. Contact

Refund or dispute questions? Email hello@trydonum.com and we’ll help.