Trust and safety

We want buying on Dona to feel safe, so there are a few layers of protection in place: payments are encrypted, every order is tracked until it arrives, and if something goes wrong there is a clear way to get help. Here is what matters most.

Buyer protection

Every order placed through Dona is recorded inside the app. That means:

• Your order status is always visible in the app — from payment through to delivery.
• Delivery covers all of Uzbekistan, and you can track your order in real time.
• If a product does not match its description or arrives damaged, you are entitled to return it.

If you chose cash on delivery, you pay when the product is handed to you.

How returns and refunds work

If a product is not right or there is a problem, here is the process:

1. Open the My Orders section in the app and select the order.
2. Choose a reason for the return and, if possible, attach a photo showing the product’s condition.
3. Contact the seller first — most cases are resolved quickly through chat.
4. If you cannot reach an agreement, contact Dona support.

When a refund is issued, the money goes back to the method you paid with. If you paid by card (Humo, Uzcard) or through Click/Payme, the refund follows the same channel and, depending on your bank, may take a few days. For more on payments, see Payment methods.

Payments are encrypted

All payments on Dona happen inside the app in encrypted form. The methods you can use are Click, Payme, Humo, Uzcard, and cash on delivery. Dona does not store your card details in the open, and the payment process runs over secure channels.

Reporting a seller or product

If there is a problem with a seller or a product — it does not match the description, you were misled, or there was unacceptable behaviour — let us know:

• Use the report button on the product or seller page.
• Message the seller directly from the order page.
• For serious cases, contact Dona support — we review every report.

Give as much detail as you can: the order number, photos, and a description of what happened. This helps us resolve the issue faster.

Keeping your account secure

The most important rule for protecting your account is simple:

• Never share your verification code (SMS OTP) with anyone. Dona staff will never ask for your code.
• Do not trust anyone who asks for your code or for money to “activate your account” — that is a scam.
• Update your account details when your phone number changes.
• Do all of your order and payment activity only inside the Dona app.

If you notice unusual activity on your account, or someone asks for your code, report it to Dona support straight away.

In short

Trust goes both ways: we protect your payments and track your order, while you keep your code private and make purchases inside the app. If a problem comes up, contact the seller first, then support.

If you don’t have Dona yet, download the app.