Refund & Return Policy
Last updated: June 2026
As a registered non-profit welfare organization, all donations made to Pakistan Sweet Home are generally non-refundable, as funds are immediately allocated toward ongoing welfare programs upon receipt. However, we recognize that genuine errors can occur and we handle such cases with full fairness and transparency.
Conditions Under Which a Refund May Be Considered
Refunds will only be considered in the following limited circumstances:
Duplicate Payment — If a donor is charged more than once for the same transaction due to a technical error (e.g., double debit, gateway timeout resulting in duplicate charge).
Erroneous Transaction — If a payment was made by genuine mistake (e.g., wrong amount entered, unintended transaction) and reported promptly.
Refund requests must be submitted within 7 calendar days of the original transaction date. Requests beyond this window will not be entertained.
Refund Process
To initiate a refund, the donor must complete BOTH of the following steps. A refund request will not be processed if either step is incomplete.
Step 1: Email Request
The donor must send an email to donations@pakistansweethome.org.pk within 7 days of the transaction, with the subject line: "Refund Request – [Transaction ID]", including:
- Full name
- Transaction ID / payment reference number
- Date and amount of transaction
- Reason for refund request
- Screenshot or proof of duplicate/erroneous charge
Emails missing any of the above information will not be processed. Please ensure all details are included before submitting.
Step 2: In-Person Visit to HQ
In addition to the email, the donor must come to our headquarters in Islamabad to complete the verification process. Our team will verify your identity and the transaction before approving any refund. Walk-ins for refund matters are accepted Monday – Friday, 10:00 AM – 4:00 PM. Please bring a valid CNIC / government-issued ID and proof of payment.
Address: View on Google Maps
Once both steps are fulfilled and the request is verified and approved, refunds will be processed within 45 – 60 business days and returned to the original payment method.
Non-Refundable Cases
Zakat and Sadaqah Donations
Donations designated as Zakat or Sadaqah are considered religiously discharged upon receipt and disbursement by Pakistan Sweet Home. As per Islamic Shariah principles, such donations are non-refundable once accepted and allocated. Donors are encouraged to confirm their Zakat calculations before making a designated Zakat payment.
Tax Exemptions & Refund Implications
Pakistan Sweet Home holds tax exemption status under Sections 61 and 66 of the Income Tax Ordinance 2001. Donors who have claimed a tax deduction on their contribution are advised that:
6. Failed & Declined Transactions
In the event that a payment attempt is declined or fails during processing, no funds are captured or debited. Such transactions do not require a refund request. If you notice a charge on your bank statement for a failed transaction, please contact your bank directly or reach out to us with your transaction reference for clarification.
7. Currency & Payment Value
All donations and refunds are transacted exclusively in Pakistani Rupees (PKR). Pakistan Sweet Home bears no liability for any exchange rate differences, foreign conversion charges, or bank processing fees in the event of a refund. The refund amount will reflect the original PKR value of the transaction, minus any non-recoverable payment gateway fees where applicable.
8. Disputes & Escalation
If you believe your refund request was unjustly denied, you may escalate the matter by writing formally to management at support@pakistansweethome.org.pk. Pakistan Sweet Home is committed to resolving all matters with fairness, transparency, and in accordance with applicable Pakistani law and SECP regulations.
9. Policy Updates
Pakistan Sweet Home reserves the right to amend this Refund & Return Policy at any time. Any updates will be published on our official website. Continued use of our donation portal following any amendment constitutes acceptance of the revised policy.