Draft document
Disputes and enquiries
This English text is an informational reference translation of the Ukrainian original; the Ukrainian version is the one that applies, and the document is a draft pending review by a Ukrainian lawyer.
Draft document. It has not passed legal review and is not an approved version. The text describes how the platform behaves today and awaits review by a Ukrainian lawyer.
Requires review by a qualified Ukrainian lawyer before it takes effect. The text is not legal advice and does not certify compliance with legal requirements.
Draft procedure. How to submit an enquiry about a fundraiser, what happens next and how to track the outcome.
Who can submit an enquiry
An enquiry can be submitted from the page of a published fundraiser, with or without an account. For disputes about your payment, state which contribution it concerns.
Types of enquiries
Suspected fraud, payment error, incorrect details, personal data disclosure, other. Describe the situation in your own words; do not include full card numbers or passwords.
Stages of review
An enquiry goes through the statuses: "Enquiry received", "Initial review", "Investigation", "Awaiting the organization's response", "Resolved" or "Rejected".
After submitting, you receive a personal tracking link. Keep it: it works as an access key to your enquiry.
For enquiries about fraud or incorrect details, the fundraiser is automatically suspended while the enquiry is being reviewed; only a platform staff member can lift the suspension.
The organization's response
The organization sees the enquiry in its account and can provide an explanation and documents. Staff internal notes are not shown to the applicant or the organization.
Timelines and outcome
We review each enquiry manually. Review times are not guaranteed.
The outcome is recorded in the enquiry tracking. The platform does not replace a court: the right to apply to a court, a bank or law enforcement always remains.