Refunds

Julia’s House, in common with all registered charities, are constrained by charity law (The Charities Act 2011), which means that we are only able to refund a donation in certain prescribed circumstances. 

We realise that errors sometimes happen, and there may be an occasion when you need to speak to us about a donation or purchase. Please contact our Supporter Care team on 01202 644220 or email info@juliashouse.org

Refunds are to be made using the same payment method and/or card details used to make the donation/payment and there will be no cash alternative.

The condition of a refund depends on the following transaction circumstances:


Donations

Julia’s House is not able to refund any donation, although we will consider a refund of any duplicate donations (but not the original donation) made in error (if, for example, you clicked on the Donate button more than once).

If you have made a duplicate donation(s) by mistake, please contact our team on 01202 644220 or email info@juliashouse.org. A refund of the duplicate donation(s) may be given at the discretion of the Julia’s House Database Manager less any charges we have incurred.

The other circumstance in which refunds will be made is where unauthorised use of your payment card is proved. If you become aware of fraudulent use of your card, or if it is lost or stolen, you must notify your card provider in accordance with its reporting rules.

The Direct Debit Guarantee applies to all Direct Debits. It protects you in the rare event that there is an error in the payment of your Direct Debit, for instance if a payment is taken on the incorrect date, or the wrong amount is collected.

  • The Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits
  • If there are any changes to the amount, date or frequency of your Direct Debit the organisation will notify you (normally 10 working days) in advance of your account being debited or as otherwise agreed. If you request the organisation to collect a payment, confirmation of the amount and date will be given to you at the time of the request
  • If an error is made in the payment of your Direct Debit, by the organisation or your bank or building society, you are entitled to a full and immediate refund of the amount paid directly from your bank or building society under your Direct Debit Guarantee
  • If you receive a refund you are not entitled to, you must pay it back when the organisation asks you to
  • You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify the organisation.

Payments/donations made to Julia’s House will show on your bank statement as one of the following: Julia’s House Ltd, Julias House, for lottery payments it will show your ticket number with the prefix JH and it could also have Julia’s House stated.


Lottery 

Please see our Lottery Terms & Conditions for full details.

To enter the draw you must be aged 16 years or over. It is an offence for anyone under the age of 16 years to participate in a lottery. Should a prize winner be found to be under the age of 16 we will refund their money and withhold the prize, additionally the charity reserves the right to reclaim any prizes issued in error.

Following cancellation of your lottery membership, you may request a refund of the left-over pennies remaining on your account by contacting our lottery office on 01202 644220 or sending a written request to our lottery office. After a period of 6 weeks any remaining monies left on a player’s account will be deemed as a donation to the Charity.

Payments can be made by Direct Debit, Debit card or advance cheque. We do not accept cash as payment for lottery chances. If we receive any cash by mistake we must: Inform the customer that we do not accept cash, return the cash to the customer by special delivery and record the date received and date returned.

A Lottery membership may be cancelled at any time, if members cancel, any refund of advanced payments will be at the discretion of the responsible person. Refunds will be made within 10 working days of the request being accepted.

If we are notified that a participant in the lottery is deceased, we will freeze the associated account and any unclaimed prizes if applicable. The Charity will use all reasonable efforts to contact the personal representatives or executors of the entrant to establish their wishes in relation to those funds. If the Charity is not able to contact the personal representatives or executors of the entrant, it may at its discretion, return the funds to the bank account registered to the entrant if payment was made by Direct Debit. If the Charity is not able to return the funds to that account, it will hold the funds for six months from the date we became aware the entrant was deceased. After this time, the funds will be deemed a donation to the Charity. The personal representatives or executors may contact the Charity to claim the funds at any time during the six month period and, as long as they can provide any information the Charity reasonably requires, the Charity will then refund the funds to the estate. No interest will be payable in respect of monies refunded.

In the event of the society becoming insolvent no guarantee is implied or given that refunds will be made. This covers the ‘Basic’ Risk rating as identified by the Gambling Commission. Further information can be found at http://www.gamblingcommission.gov.uk/Consumers/Protection-of-customer-funds.aspx

If we haven’t answered all your queries here, please contact us at the Lottery Office on 01202 644220 or email us at lottery@juliashouse.org.


Events 

The following cancellation and refund policy applies to all Julia’s House Events:

The Registration Fee is non-refundable due to the administration costs incurred by Julia’s House when you sign up. Any participant intending to cancel their place in an Event should inform Julia’s House as soon as possible and acknowledge that:

  • The Registration Fee is non-refundable under any circumstance
  • Any requests and/or resulting arrangements for Julia’s House to return any fundraising to

individual donors must be communicated to Julia’s House by emailing info@juliashouse.org.

  • If a Participant cancels their place in an Event and has fundraised for Julia’s House, it is the Participant’s responsibility to ask their sponsors if they would like to be reimbursed or if they are happy for their donation to remain with Julia’s House. 
  • Julia’s House are not responsible for the losses or costs incurred from the cancellation of an Event or change of venue and exclude and limit all such liability
  • It is not possible for a Participant to defer a place from one calendar year to another. 

Participant Transfer

Participants may be able to transfer their entry to another individual provided this takes place at least 2 weeks prior to the Event date.  This is at Julia’s House discretion and a request for a Participant Transfer must be communicated by the outgoing Participant, stating clearly the desire to make a Participant Transfer and the full name and email address of the new entrant.

Event Cancellation

If the Event is cancelled, you will be entitled to a full refund. To claim your refund you must email your request to your Julia’s House main contact or info@juliashouse.org. If you do not request your refund in writing, we will presume you are willing to donate your entry fee to Julia’s House. If your event was postponed or rescheduled and you are unable to attend, you are still entitled to a full refund.

If the Event is cancelled and the Participant has fundraised for Julia’s House, it is the Participant’s responsibility to ask their sponsors if they would like to be reimbursed or if they are happy for their donation to remain with Julia’s House. 

If you have any further questions regarding our Event Cancellation and Refund Policy, please email us at info@juliashouse.org.

Sponsorship Refunds

Any requests and/or resulting arrangements for Julia’s House to return any fundraising to individual donors must be communicated to Julia’s House by emailing info@juliashouse.org

 It is the Participants responsibility to ensure any sponsors that request a refund are reimbursed. We suggest that Participants email their sponsors to explain the situation before asking for a refund, as often sponsors would like their donation to remain with the charity.

For refunds via Third Party Platforms such as JustGiving or Virgin Money Giving the participant or sponsor will need to contact our events team on 01202 644220 or info@juliashouse.org directly with their donation reference number, full name and email address so the donation can be identified and refunded.  We will then request a refund via the third party platform using the original card payment details used for the transaction.


Retail 

We do our very best to ensure that all the items ordered from our online store are as described and delivered in the condition stated. 

If your item arrives damaged or faulty please contact our retail team on 01202 644241 or retail@juliashouse.org within 7 days. We will issue a full refund of the purchase price and delivery charges for faulty or damaged goods. 

If you change your mind on a purchase, please notify our retail team on 01202 644241 or retail@juliashouse.org within 14 days from receipt. You then have a further 7 days in which to return the items via post (costs paid by the buyer) or to one of our shops (free).  We will then refund the original purchase price excluding delivery charges. All returned items must be in the condition they were received in and unused.
 

Chargebacks

In the instance that we are notified by your bank that you have claimed a chargeback, we will investigate the validity of the claim and any dispute will be actioned by our solicitors. Chargebacks are not a legal right.