Refund and Disputed Payment Policy

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This policy indicates the respective responsibilities of Estratos Digital and the Clients using the LUNDA donation form in case a LUNDA user (donor) requests either a refund or disputes a payment. 
The responsibility to issue refunds lies with the clients/campaigns using LUNDA as their fundraising tool. However at LUNDA we believe that campaigns should be open to issuing refunds for donations as long as the claims of the donor are reasonable.

If you are a donor and you are interested in a refund, please contact us at info@lundadonate.org

This policy is an integral part of the contract between the Client and Estratos Digital and is binding on both Parties. 
Non fulfilling the obligations of this policy can lead to the unilateral termination of the contract by Estratos Digital.

Any amount still owed to Estratos Digital as a result of the application of this policy will be recovered using all relevant legal resources.
Following a donation any LUNDA user may alternatively:

• Contact either the concerned LUNDA Client or Estratos Digital to ask for a refund of their donation (refund)

• Contact the respective bank or issuer of credit card to block the payment (disputed payment)

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Refunds 

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• ​For the purposes of this Policy, a refund means a repayment of the financial donation to the donor.

• The responsibility to decide whether to refund a donation to a given user rests entirely on the concerned LUNDA Client.

• The norms concerning donations and the right to receive refunds can change across jurisdictions. Estratos Digital would be available to discuss, and advice Clients as needed on the situation in their country.

• Equally, all refunds need to be paid uniquely by the respective LUNDA Clients. Estratos Digital can handle the refund process through Stripe but it cannot pay on behalf of the Client refunds requests.

• In general terms, Estratos Digital encourages a positive attitude of LUNDA Clients towards refund requests to prevent them from becoming disputed payments (see below) and possibly harm the reputation of the Client concerned or LUNDA, and Estratos encourages that the Client issues refunds within 48h since the requested is made whenever the donor claims a mistake or any other reasonable justification agreeing in the terms set out below.

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 Process for refunds if the donation is received through STRIPE 

• A refund request is initiated when a user contacts alternatively the concerned LUNDA Client or Estratos digital to ask for a refund of their donation.

• If the user has contacted the LUNDA Client directly, the Client can initiate a refund by clicking on the corresponding button on the LUNDA Interface. 

• If the Client has contacted Estratos Digital, we will immediately inform the Client accordingly and the Client can initiate a refund by clicking on the corresponding button on the LUNDA Interface.

• A refund can only be initiated if there is a sufficient balance in the LUNDA Client Stripe account. If the balance is lower then the amount to be refunded the Client is responsible for topping up their Stripe account.

• Provided sufficient funds are available, upon refund initiation, the LUNDA Stripe account will claim the concerned amount from the Client Stripe account and refund the user concerned.

• The refund button on LUNDA Interface will only be available for a period of 120 days since the donation was made.

• If the client has not refunded a donation within this time frame any eventual refund will need to be processed directly by the client through its own means.

Process for refunds if the donation is received through PAYPAL (only applicable to clients who have activated PAYPAL app) 

• In case of donations made by a donor through Paypal, the refunds are solely the responsibility of the concerned Client. In this scenario, nobody in the LUNDA team can be involved in the refunds process.  

• The client should directly refund donations received through Paypal through the means most convenient to them.

• As Estratos does not take part in the refund process within Paypal, any refunded amount is not reconciled on the LUNDA metabase and will not be visible on the LUNDA account of the client.

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Disputed payments
 

• For the purposes of this Policy, a dispute (also known as a chargeback) occurs when a donor questions a payment with their bank or card issuer. 

• As in the case of refunds, the decision to accept or challenge a disputed payment rests entirely with the LUNDA Client.

• Equally, the refunded amount to the user in case of disputed payment is legally the responsibility of the respective LUNDA Clients. 

• The fees that are accrued for disputed payments are the responsibility of Estratos Digital and will not be charged on the Client.

• Estratos Digital strongly encourages Clients to avoid payments to be disputed. We stand ready to provide support to Clients to minimize the risk of disputed payments.

• Estratos Digital reserves the unilateral right to terminate a contract with a Client if the number of disputed payments exceeds the average number of disputes for similar clients. In this case, the Client is responsible for paying Estratos back all the chargeback fees incurred due to its missconduct.

Process for disputed payments

• Disputed payments are directly initiated by the LUNDA user who contacts either its bank or credit card issuer depending on the payment method the LUNDA user used for the donation.

• Disputes can be initiated by the LUNDA user within 120 days since the donation was made. 

• When an account owner (donor) files a dispute against a payment (donation), their bank alerts Stripe and Stripe notifies Estratos and Estratos will notify the client accordingly.

• There can be three types of disputes: 

               a. Unchallengeable disputes: some kinds of disputes cannot be challenged under the rules of the card                               network they were processed on.  In general, Stripe immediately closes them as lost as soon as the                                 notification has been made, and there is no opportunity to present evidence to the issuer. 
                b. SEPA disputes: Unlike credit card disputes, all SEPA Direct Debit disputes are final and there is no appeal                        process. Any disputes within this period are automatically honoured. This is a feature of SEPA Direct Debit                      as a payment method and Stripe has no control.
                c. Challengeable disputes: (see below). 

• In the latter situation, (challengeable disputes), the LUNDA Client has three options (to accept or respond within 7-21 days): 

1. Counter a dispute (typically resolves in 40–90 days)
   - Submitting evidence to the card issuer that invalidates the dispute claim before the deadline.
   - Wait for card issuer final decision

2. Accept dispute
   - Means you reviewed it and made a decision not to challenge it.
   - The dispute will be marked as lost
   - Estratos still need to pay the dispute fee

3. Do nothing
   - Technically same outcome of accepting one

• ​The Client can decide whether to accept or challenge the disputed payment. If the Client challenges the disputed payment it will need to inform Estratos accordingly so that we can proceed with activating the disputed payment process.

• The credit card issuer or the bank will take the final decision in case a disputed payment is challenged.
  When a payment is disputed, the money is automatically deducted from Estratos Lunda account.

• Estratos will thereupon claim the same amount from the Client Stripe balance. If the Client does not have sufficient balance the money will be deducted nevertheless and its balance will go negative until more funds are again available. 

• Stripe will also issue a corresponding fee for disputed payments handling. This fee is the responsibility of Estratos Digital.

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Acceptable Use Policy
Last Updated September 3, 2024
 

1. Introduction

The Acceptable Use Policy (AUP) establishes guidelines for the responsible and ethical use of LUNDA, an online fundraising form that can be used by social issue causes, political campaigns and NGOs to process donations.

By using Lunda, causes or clients acknowledge and agree to abide by the terms outlined in this Policy. Failure to comply with these terms may result in the suspension or termination of access to Lunda and appropriate legal action.
 

2. General principles

• Eligibility: Lunda is open to causes or clients that have a prior signed contract with Estratos Digital, who owns and develops it as a software-as-a-service platform. 

• Compliance with laws: All clients must adhere to local, national, and international laws and regulations governing fundraising activities, including but not limited to those related to campaign finance, taxation, and data protection.

• Non-discrimination: Clients must not use Lunda to discriminate against donors on the basis of race, ethnicity, religion, gender, sexual orientation, or any other protected characteristic.

• Transparency: Clients utilizing Lunda are expected to maintain transparency regarding the use of donated funds. 
   

3. Prohibited uses of LUNDA

To use LUNDA you must comply with our policies on prohibited products and services. These restrictions would apply regardless of whether the prohibited products or services form your entire inventory or only a part of it. Any intentional disruption to the functionality and reputation of Lunda is also strictly prohibited. 

In general, LUNDA is meant as a software platform to generate public forms to collect individual donations, it cannot be used to raise funds against rewards or investments (loans), or to collect payment for services or goods. However, small rewards & perks of irrelevant monetary value that are provided to donors by causes or clients are allowed.

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In addition, causes or clients using the LUNDA platform should not engage in (non exhaustive): 

• Promoting pornography or other adult products and services.

• Promoting illegal behaviour of any kind. We do consider cases of conscientious objectors on a case-by-case basis.

• Misleading donors in any way or promoting counterfeit, illegal, or stolen products and services or use copyrighted material.

• Promoting dangerous behaviour, uprising against a democratically elected government,      and weapons of any kind.

• Promoting dishonest behavior of any kind.

• Promoting financial products and services (including currency, investment, bitcoin etc)

• Promoting offensive or inappropriate behaviours towards others.

 

Note that in addition to our restrictions, payment service providers we use to process financial transactions may have their own policies and prohibited uses. You can find those policies below:

• Stripe: https://stripe.com/en-at

• PayPal: https://www.paypal.com/us/legalhub/paypalme-tnc

• PayU: https://poland.payu.com/documents-to-download/

• Paytrail:https://www.paytrail.com/en/terms-conditions

• Satispay: https://www.satispay.com/en-it/legal/

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NOTE:  That is applicable for the payment service providers we are currently using, but also for any additional one we might integrate within Lunda’s development and that we would duly notify you. 

 

4. Reporting Violations

Clients who become aware of any violations of this policy are encouraged to report them promptly to the administrators of Lunda for appropriate action.

 

5. Amendments

This Policy may be amended or updated as necessary to reflect changes in laws, regulations, or organizational policies. Clients will be notified of any changes, and continued use of Lunda implies acceptance of the revised policy.

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Notice and Action Policy on Illegal Contents
Last Updated September 18, 2024

We do our best to ensure that our products are free from illegal content and to provide efficient help for those with claims regarding such content, a responsibility we take seriously. If you have any questions or concerns about this, please get in touch.

Point of Contact

Our central point of contact for for recipients of our services and for the authorities in case of claims regarding
illegal content is:

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Email: viktor.szigetvari@estratos.eu

You may communicate with us in English.

Notice and action mechanism

Individuals and entities have the opportunity to submit us notices about information that they consider to be illegal content on our products 

You may do this by sending an email to viktor.szigetvari@estratos.eu. If you wish to submit such a notice, please, help our procedure by including the following points in your notice:
 

(a) a clear explanation of the reasons why you think the information in question is illegal content;

(b) a clear indication of the exact electronic location of that information (with exact URLs), or, where necessary, additional information enabling the identification of the illegal content;

(c) your name and email address, in cases in which you wish to submit a notice without the possibility of identification, you may use this form

We process any and all notices in a timely, diligent, non-arbitrary and objective manner; we shall without undue delay notify the individual or entity submitting the notice about our decision and indicate any possible legal remedies.

 

Information on content restrictions and on protection against misuse
We may make certain restrictive decisions with respect to the content or accounts of the recipients of our services, if we believe that recipients have violated the law or our general terms and conditions of business and use for the respective service or our acceptable use policy (hereinafter: "Terms and Conditions"). For example, we may decide to (i) restrict or block the visibility of recipient content, (ii) suspend or terminate the provision of all or part of our services to recipients, (iii) suspend or close the recipient account, (iv) restrict opportunities for monetising recipient content, or (v) deny enterprises the use the site if we cannot identify (track) those enterprises. We may also decide not to act on a notice submitted by a recipient based on content that is potentially illegal or violates our Terms and Conditions.
 

We suspend the provision of our services to recipients of the service, who frequently provide manifestly illegal content after having issued a prior warning. In deciding whether to suspend the service, we take into account all relevant facts and circumstances apparent from the information available to us. In doing so, we always examine the following cicumstances:
 

(a) the absolute number of items of manifestly illegal content that were submitted within a given time frame;

(b) the relative proportion of the total number of items of information provided or notices submitted within a given time frame;

(c) the gravity of the misuses, including the nature of the illegal content and the nature of its consequences;

(d) where it is possible to identify, the intentions pursued by the recipient of the service, the individual, the entity or the complainant.

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Information on internal complaint-handling system

If recipients of our services do not agree with such a decision, then they may lodge a complaint against that decision via our internal complaint-handling system. Complaints may be lodged free of charge via email sent to viktor.szigetvari@estratos.eu within 3 months of receipt of the contested decision. Complaints are processed in a timely, non-discriminatory, diligent and non-arbitrary manner under the supervision of qualified personnel. As soon as we have made a decision, it will be communicated to the complainant without delay.