1 Grounds
1.1. ANO “ZELINO 1893” considers refunds for erroneous or duplicate transfers, the absence of a valid payment basis, inability to use a remaining balance as agreed, revocation for misuse, unauthorized charges and other statutory grounds. A bank dispute is considered with the original payment.
1.2. A donor may additionally request a voluntary refund within seven calendar days after payment. This additional remedy is limited to money not spent or subject to genuine irrevocable commitments for the agreed purpose. Expenditure or commitments must be documented; an internal reservation alone does not prevent a refund.
1.3. This seven-day period and voluntary refund conditions do not limit statutory claims. Spending the money does not remove a mandatory refund obligation where the relevant legal ground exists. There is no automatic “donations are non-refundable” refusal.
2 Making a request
2.1. Write to zavod@zelino.ru or ANO “ZELINO 1893”, building 7, Zelino territory, Staritsa municipal district, Tver Region, Russian Federation.
2.2. State the date, amount, payment or donation reference if known, reason and reply channel. If there is no reference, provide confirmation of the relevant transaction only. Other transactions, balances and unnecessary details may be redacted.
2.3. Do not send a PIN, CVV/CVC, passwords, message codes, photographs of both sides of a card or a complete bank statement. Identity document details are requested only where necessary on a specific legal or banking basis through an agreed secure channel.
2.4. The Organization verifies entitlement. Where applicant, donor and payer differ, evidence of authority and the refund basis is needed. A name in an email does not authorize disposal of someone else’s payment.
3 Review and execution
3.1. Receipt is acknowledged within two working days. A reasoned decision is sent within ten working days after sufficient information is received. Any genuinely necessary missing information is identified and its purpose explained. A mandatory statutory or binding decision deadline takes priority.
3.2. Following a positive decision, the Organization instructs the refund within five working days unless an earlier mandatory deadline applies. Bank and provider processing determine the credit date. The donor receives confirmation of the instruction or information about an obstacle and its resolution.
3.3. The original payment provider and method are used first. If that is impossible, another procedure is agreed after verifying entitlement and banking requirements. An email request alone does not authorize payment to an arbitrary third party’s card.
3.4. The amount follows the claim’s basis. There is no arbitrary penalty or review fee. Non-refundable acquiring fees are not deducted from a mandatory refund; a permitted funding source covers them. For a voluntary partial refund, the calculation and documented grounds for its limit are supplied.
3.5. Refunds and bank disputes are reconciled to prevent duplicate reimbursement. An open dispute is not hidden or treated as a completed refund. A recognized refund obligation remains until performed; technical failures or an insufficient provider balance do not extinguish it.
4 Targeted balances and monthly payments
4.1. If a purpose becomes impossible, the Organization identifies the remaining balance and proposes a lawful solution. A change requires valid consent. No reply does not permit reassignment.
4.2. Cancelling monthly support ends future instructions and does not itself revoke earlier donations. If an instruction was sent before cancellation was registered, or an unauthorized payment is reported, instruction timing, cancellation and refund grounds are checked separately. New instructions after authorization ends are prohibited.
5 Rights
5.1. These rules do not restrict statutory rights or access to a bank, court or competent authority. A new revision does not retrospectively worsen an accepted donation’s terms.
5.2. Recipient: ANO “ZELINO 1893”, OGRN 1266900006713, INN 6900033592. Contact: zavod@zelino.ru.