Payments & Refunds Policy

On Dona, the Seller is your counterparty and is responsible for the product, its description, quality, pricing, packaging, dispatch and delivery. The contract of sale is formed directly between you (the Buyer) and the Seller.

Dona provides the marketplace, the live-commerce tools, the checkout experience and payment routing to licensed providers. We may assist and mediate between Buyer and Seller in a dispute, and in some cases we facilitate refunds on the Seller's behalf, but doing so does not make Dona the seller of the goods.

• Seller — lists and sells the product, and is legally responsible for it and for the sale.
• Dona (GreenApps) — operates the platform, routes payments to licensed providers, and may help resolve disputes.
• Payment provider — a licensed third party that actually processes the payment and handles card data.

Your legal rights as a consumer under the laws of the Republic of Uzbekistan apply regardless of these roles.

All prices on Dona are shown and charged in Uzbek so'm (UZS). The price you pay is the price shown at checkout, which includes the item price and any applicable delivery fee, taxes and charges displayed before you confirm the order.

Prices, discounts and promotions are set by the Seller and may change over time; the price that applies to your order is the one shown at the moment you place it. If a delivery fee applies, it is shown at checkout and may vary by region and by Seller — see our Delivery & Order Management Policy.

You can pay for orders using the methods available at checkout, which may include:

• Payme
• Click
• UzCard and Humo cards
• ATMOS in-app card payment (UzCard/Humo)
• Cash on delivery, where offered for your order, region and Seller
• Your in-app Dona wallet, including coins and reward vouchers, where applicable

Not every method is available for every order. Availability can depend on the Seller, the delivery region, the order value and the provider. The methods offered to you are shown at checkout.

Card and account payments on Dona are processed by licensed third-party payment providers and payment organisations (such as Payme, Click, ATMOS, UzCard and Humo) in accordance with the Law of the Republic of Uzbekistan "On Payments and Payment Systems".

Full card details are handled by the licensed payment providers and are NOT stored by Dona. When you pay, you may be redirected to, or interact with, the provider's secure flow. The provider — not Dona — is responsible for processing your card data securely. Your use of a payment method may also be subject to that provider's own terms.

If a payment is declined, this is usually decided by your bank or the payment provider. You may try another method or contact your bank; for order-side issues you can contact us at hello@dona.uz.

Depending on the payment method and the Seller, payment may be authorised or charged at the time you place the order, or collected on delivery for cash-on-delivery orders.

Your order is confirmed when you receive an in-app and/or messaged confirmation showing the items, price and delivery details. A confirmation means your order has been accepted for processing; it does not remove your statutory cancellation and return rights described below.

If a Seller cannot fulfil a confirmed order (for example, an item is out of stock), the order may be cancelled and any amount you paid for it refunded to your original payment method, as described in Refund method and timing below.

Your Dona wallet may hold coins and reward vouchers that you can apply to eligible orders at checkout.

• Coins and reward vouchers have no cash value. They are non-transferable and are not redeemable for cash, except where the law requires otherwise.
• They can be applied only to eligible orders, may have their own conditions and validity period, and may not be usable together with certain other discounts.
• Reward vouchers and coins may expire; where they do, the applicable period is shown in the app.
• If an order paid partly or wholly with coins or vouchers is cancelled or returned, the coin/voucher portion is generally returned to your wallet (subject to any remaining validity), while any cash portion is refunded to your original payment method.

The detailed rules for coins and vouchers are set out in our Terms & Conditions.

We want you to receive what you ordered, as described. If your order does not arrive, arrives damaged, is materially different from its description, or is defective, you can raise the issue in the app or by contacting hello@dona.uz.

Where appropriate, Dona may hold or delay release of funds to the Seller, help mediate between you and the Seller, and facilitate a refund, replacement or repair in line with this Policy and your rights under Uzbek consumer law. Buyer protection does not replace your statutory rights — it is a practical way for us to help you exercise them.

You can request to cancel an order before it is dispatched by the Seller, directly in the app or by contacting hello@dona.uz. If the cancellation is accepted before dispatch, any amount you have paid is refunded to your original payment method, as described in Refund method and timing.

Once an order has been dispatched, cancellation may no longer be possible, but you may still have return rights after delivery — see the sections below. For cash-on-delivery orders you can usually decline the parcel at the door in line with the Delivery & Order Management Policy.

Under the Law of the Republic of Uzbekistan "On Protection of Consumers' Rights", you generally have the right to return or exchange a proper-quality non-food good within the period required by the applicable consumer-protection law, provided the statutory conditions are met.

To be eligible for such a return, the item generally must be:

• unused and with its consumer qualities, appearance, tags, seals and factory condition preserved;
• in its original packaging;
• accompanied by proof of purchase (for example, the order record or receipt in the app).

If a suitable replacement is not available for an exchange, you may request a refund of the amount paid. These are minimum protections — a Seller may offer more generous terms, but not less than the law requires.

Some proper-quality goods are non-returnable for reasons of hygiene, safety or perishability, or where the applicable law otherwise permits an exception. These may include, for example, certain personal-care and hygiene items, cosmetics, underwear and hosiery, perishable and food items, and other categories excluded from return by law.

Where an item is non-returnable for these reasons, this does not affect your rights if the item is defective or not as described — those remedies always apply (see the next section). Any category-specific listing restrictions are described in our Prohibited & Restricted Items Policy.

If a good is defective, of improper quality, incomplete or materially different from its description, you are entitled to the remedies provided by the Law "On Protection of Consumers' Rights". Depending on the circumstances, these may include:

• repair of the item;
• replacement with the same or a similar item;
• a price reduction; or
• cancellation of the purchase and a full refund.

Your right to a remedy for a defective good applies within the periods and on the conditions set by the applicable consumer-protection law, and applies even for items that are otherwise non-returnable. Reasonable delivery/return costs for defective goods are handled in line with the law and this Policy.

To request a return, exchange, repair or refund:

• Open the relevant order in the Dona app and follow the return/refund flow; or
• Email us at hello@dona.uz with a clear subject line, your order reference, a description of the issue and, where relevant, photos.

Please raise defective-goods and not-as-described issues as soon as reasonably possible after you notice them. We will pass eligible requests to the Seller and, where appropriate, help mediate and facilitate the outcome. For how goods are collected or returned, see the Delivery & Order Management Policy.

Approved refunds are generally returned to the original payment method used for the order:

• Card, Payme, Click, UzCard, Humo and ATMOS payments are refunded back to the same instrument or account.
• The coin/voucher portion of a mixed payment is returned to your Dona wallet (subject to any remaining validity); the cash portion is refunded to the original payment method.
• Cash-on-delivery orders are refunded by an appropriate method agreed with you.

Once a refund is approved and initiated, the time for the money to appear depends on the payment provider and your bank and is outside Dona's direct control. If a refund is materially delayed beyond the provider's usual timeframe, contact us at hello@dona.uz and we will follow up.

If you do not recognise a charge or believe a payment is wrong, please contact us first at hello@dona.uz so we can investigate and, where justified, arrange a refund quickly — this is usually the fastest route.

You also retain the right to dispute a transaction with your bank or payment provider (a "chargeback"). Where a chargeback is opened, we may share order and delivery information with the provider to resolve it. Abusive or fraudulent chargebacks — for example, claiming non-delivery for goods that were delivered — may lead to account action under our Terms & Conditions.

The total you pay — item price plus any delivery fee, taxes and applicable charges — is shown at checkout before you confirm the order. We do not add hidden charges after checkout.

Any Seller-side fees, commissions or payout terms are a matter between Dona and the Seller and are described in the Seller Agreement and the Seller dashboard; they do not change the total shown to you at checkout. Where required by the Laws "On Electronic Commerce" and "On Protection of Consumers' Rights", the essential information about the goods, the Seller and the price is disclosed to you before purchase in an appropriate language.

Nothing in this Policy limits the mandatory rights you have under the laws of the Republic of Uzbekistan, including the Law "On Protection of Consumers' Rights", the Law "On Electronic Commerce" and the Law "On Payments and Payment Systems". These mandatory rights cannot be waived and prevail for users in Uzbekistan even where our general terms state Singapore governing law.

If you have a complaint, contact us first at hello@dona.uz and we will try to resolve it. You may also contact the competent consumer-protection authority or the courts of the Republic of Uzbekistan to enforce your statutory rights.

We may update this Payments & Refunds Policy from time to time to reflect changes in our service, payment methods or the law. The current version is always available in the app and on our website, and the effective date is the date shown above.

If we make material changes, we will take reasonable steps to notify you, for example through the app or by another appropriate means. The version that applies to your order is the one in force when you place it.

For any question about payments, refunds, returns or cancellations, contact us with a clear subject line:

• Email: hello@dona.uz
• Operator: GreenApps Private Limited
• Registered office: 20 Collyer Quay #09-01, Singapore 049319

For related topics, see our Terms & Conditions, Seller Agreement, Delivery & Order Management Policy, Account Management & Deletion Policy and Privacy Policy.