Cancellation Policy

1. Scope

1. 1.1This Policy governs the cancellation of recurring donation mandates, pending payment instructions, event and campaign registrations, volunteer engagements, subscriptions and donor accounts, in each case in connection with Perfect Care Foundation (the “Foundation”) and the Platform.
2. 1.2It forms part of the Terms and Conditions, and capitalised expressions not defined here bear the meanings given there.
3. 1.3The reversal of a Contribution already accepted by the Foundation is not a cancellation and is governed exclusively by the Refund and Return Policy.

2. Definitions

“Collection Date” — The date on which an instalment under a Mandate falls due for debit.

“Mandate” — A standing authority given by a Donor permitting the Foundation, through a Payment Service Provider, to collect Contributions of a stated amount at a stated frequency until cancelled.

“Pending Instruction” — A Transaction initiated by a Donor which has not yet resulted in the registration of cleared funds in the Foundation’s records.

“Registration” — An enrolment for an event, campaign, sponsorship, volunteering opportunity or subscription facility offered through the Platform.

3. Cancellation before authorisation

1. 3.1A Donor may abandon a Transaction at any time before authorising it, by closing the payment page or declining to complete the authentication step. No Contribution arises and nothing further is required.
2. 3.2Once a payment instruction has been authorised, the Foundation has no power to arrest it in the payment system. A Pending Instruction that has been authorised will ordinarily complete, and the appropriate remedy is a request under Clause 4 of the Refund and Return Policy.
3. 3.3An authorisation that is subsequently declined, reversed or allowed to lapse by the Payment Service Provider results in no Contribution and requires no cancellation. Where a pre-authorisation hold has been placed upon a Donor’s funds by their issuing bank, the release of that hold is a matter for that bank and not for the Foundation.

4. Cancellation of a recurring mandate

1. 4.1A Donor may cancel a Mandate at any time and without assigning a reason. The Foundation does not impose a minimum term, a cancellation charge, a retention interview or any other impediment to cancellation.
2. 4.2A Mandate may be cancelled by any of the following means: (a) writing to info@pcf.org.pk with the subject line “Cancel Recurring Donation”; (b) telephoning 021-36924455 during the hours stated in Clause 16 and confirming in writing thereafter; (c) using the cancellation facility within the donor account where one is available; or (d) following the cancellation link in the acknowledgement email for the Mandate where one is provided.
3. 4.3A cancellation request must identify the Donor, the email address or telephone number associated with the Mandate, and the amount and frequency of the Mandate, sufficiently to permit it to be located.
4. 4.4The Foundation acknowledges a cancellation request within three (3) Business Days and confirms in that acknowledgement the date from which no further collection will be made.
5. 4.5To be certain of preventing a particular instalment, a cancellation request should reach the Foundation not later than five (5) Business Days before the Collection Date. This period reflects the lead time required by Payment Service Providers to withdraw an instruction already submitted to the banking system, and is not a notice period imposed by the Foundation for its own benefit.
6. 4.6Where a request is received within five Business Days of a Collection Date and an instalment is nevertheless collected, the Foundation will — upon the Donor’s request and as a matter of course rather than of discretion — reverse that single instalment in full.
7. 4.7A Donor may also cancel a Mandate by instructing their own bank or card issuer to revoke the standing authority. A Donor who does so is asked to notify the Foundation as well, so that the Foundation’s records may be corrected and no further collection attempted.
8. 4.8A Donor may, instead of cancelling, request a variation of the amount, the frequency or the Programme designation of a Mandate. A variation takes effect from the first Collection Date falling more than five (5) Business Days after the request.

5. Effect of cancellation

1. 5.1Cancellation operates prospectively only. It terminates the authority to collect future instalments and has no effect upon any instalment already collected.
2. 5.2An instalment already collected is a completed Contribution which has vested in the Foundation under Clause 5.3 of the Terms and Conditions, and is reversible only upon a ground stated in Clause 4 of the Refund and Return Policy.
3. 5.3Cancellation of a Mandate does not close a donor account, does not withdraw consent to marketing communications, and does not constitute a request under Clause 14 of the Privacy Policy. Each of those is effected separately, as provided by Clause 12 of this Policy and Clauses 9 and 14 of the Privacy Policy respectively.
4. 5.4Receipts, acknowledgements and Zakat certificates issued in respect of instalments already collected remain valid and are unaffected by cancellation.

6. Failed collections and lapse

1. 6.1Where a collection fails for want of funds, for expiry of the instrument, or for any other reason attributable to the Donor or the Donor’s bank, the Foundation may re-present the instruction on up to two further occasions within the following fifteen (15) calendar days.
2. 6.2Where three consecutive collections fail, the Mandate is treated as lapsed and no further collection is attempted. The Foundation will notify the Donor of the lapse at the contact address it holds.
3. 6.3The Foundation is not liable for any charge levied upon the Donor by the Donor’s own bank in consequence of a failed or re-presented collection.
4. 6.4A lapsed Mandate is not revived automatically upon the instrument becoming valid again; a fresh Mandate must be given.

7. Cancellation by the Foundation

1. 7.1The Foundation may cancel a Mandate, a Registration or a Pending Instruction, without prior notice and without liability, where: (a) it reasonably suspects a breach of Clause 8 or Clause 9 of the Terms and Conditions; (b) cancellation is required by a competent authority, a sanctions measure, or an obligation under the Anti-Money Laundering Act, 2010; (c) the Donor’s contact details have become invalid and the Foundation is unable to communicate with them; (d) the Programme to which the Mandate is designated has been withdrawn and the Donor has not responded to an invitation to re-designate; or (e) the continuation of the arrangement would in the Foundation’s reasonable judgement be prejudicial to the Foundation, its Beneficiaries or its compliance obligations.
2. 7.2Where the Foundation cancels under Clause 7.1(c) or (d), it will notify the Donor at the last address it holds and will treat any instalment collected after the cancellation date as reversible under Clause 4.3 of the Refund and Return Policy.
3. 7.3The Foundation is not obliged to disclose the reason for a cancellation under Clause 7.1(b) where disclosure is prohibited by law, and Clause 8.3 of the Terms and Conditions applies.

8. Withdrawal or reallocation of a Programme

1. 8.1The Foundation may at any time withdraw, suspend, consolidate or re-scope a Programme in the exercise of the power reserved by Clause 4.5 of the Terms and Conditions.
2. 8.2The withdrawal of a Programme does not of itself cancel a Mandate designated to it. The Foundation will notify affected Donors and will invite them to re-designate the Mandate, to vary it, or to cancel it. Where no response is received within thirty (30) calendar days, the Contribution is applied under the reallocation power in Clause 5.5 of the Terms and Conditions.
3. 8.3The withdrawal or reallocation of a Programme is not a ground for the reversal of Contributions already made, as Clause 5.2 of the Refund and Return Policy records.

9. Events, campaigns and sponsorships

1. 9.1Where the Foundation cancels an event for which a participation fee has been paid, the participant may elect to receive a full reversal of that fee or to have it treated as an unrestricted Contribution. Where no election is made within thirty (30) calendar days of notification, the fee is reversed.
2. 9.2Where the Foundation postpones rather than cancels an event, a registration is transferred to the rescheduled date. A participant unable to attend the rescheduled date may cancel under Clause 9.3.
3. 9.3Where a participant cancels a registration, the participation fee is reversed in full if notice is given more than fourteen (14) calendar days before the event, and is not reversed thereafter, costs having by then been irrevocably committed. Any element of the sum paid which was expressed to be a donation rather than a participation fee is not reversible in either case.
4. 9.4A sponsorship commitment is governed by its own written terms where those exist, and by this Policy only so far as those terms are silent.

10. Volunteer and registration cancellations

1. 10.1A volunteer may withdraw at any time by written notice. The Foundation asks for as much notice as circumstances permit where a Beneficiary is relying upon the volunteer’s attendance.
2. 10.2The Foundation may cancel a volunteer engagement at any time, without assigning a reason, in particular where it is necessary for the protection of a child or vulnerable person.
3. 10.3A volunteer engagement does not constitute a contract of employment and its cancellation gives rise to no entitlement to notice, payment or compensation.
4. 10.4Data held in respect of a cancelled volunteer engagement is retained in accordance with Clause 12 of the Privacy Policy.

11. Pledges and standing commitments

1. 11.1A pledge is a statement of intention to contribute in the future. It is not a Contribution and, being gratuitous and unsupported by consideration, is not enforced by the Foundation as a debt.
2. 11.2A pledge may be cancelled or varied at any time by written notice, and the Foundation will not pursue an unfulfilled pledge beyond a reasonable reminder.
3. 11.3Clause 11.1 does not apply to a written funding agreement executed between the Foundation and an institutional donor, which is governed by its own terms.

12. Account closure

1. 12.1A Donor may close a donor account by written request to info@pcf.org.pk. Closure takes effect within fifteen (15) Business Days.
2. 12.2Closure of an account does not of itself cancel a subsisting Mandate. A Donor wishing to do both must say so, and the Foundation will confirm both in its acknowledgement.
3. 12.3Following closure the Foundation retains transactional and statutory records for the periods stated in Clause 12 of the Privacy Policy, and the account may not be reopened.

13. Notices

1. 13.1A cancellation notice is effective only if given in a manner permitted by Clause 4.2 or, in the case of a Registration or account, by written notice to info@pcf.org.pk. A message sent by social media, a comment on any page of the Platform, or an oral statement to a member of staff not confirmed in writing, is not effective notice.
2. 13.2The Foundation’s acknowledgement is conclusive evidence of the date on which a cancellation was received, and a Donor who does not receive an acknowledgement within three (3) Business Days should assume the request was not received and should send it again.
3. 13.3Clause 20 of the Terms and Conditions applies to notices under this Policy so far as it is not inconsistent with this Clause.

14. Grievance and escalation

1. 14.1A person dissatisfied with the handling of a cancellation may lodge a grievance under Clause 23 of the Terms and Conditions.
2. 14.2Where the grievance concerns a collection taken after a cancellation, the Foundation will treat it with priority and will ordinarily determine it within seven (7) Business Days.

15. Governing law

1. 15.1This Policy is governed by the laws of the Islamic Republic of Pakistan and is subject to Clause 22 of the Terms and Conditions.
2. 15.2This Policy may be amended in the manner provided by Clause 19 of the Terms and Conditions.

16. How to contact us

Perfect Care Foundation — Cancellations
WS-17, Sector 16-B, North Karachi Industrial Area, Karachi, Sindh, Pakistan

Email: info@pcf.org.pk (subject line: “Cancel Recurring Donation”)
Telephone: 021-36924455, Monday to Friday, 10:00–17:00 Pakistan Standard Time

We do not charge for cancellation and we will not ask you to justify it.