Terms of Use for Recovere
1.Introduction
1.1 Welcome to Recovere. By using Recovere, you agree to comply with these Terms of Use and our Prohibited Items List, which govern your access to and use of Recovere’s services. Please read these terms carefully. If you do not agree with any part of these terms, you must refrain from using Recovere.
2.Changes to These Terms
2.1. We reserve the right to update or modify these Terms of Use at any time. We will endeavour to notify you of significant changes by posting the updated Terms of Use on the website. Continued use of Recovere constitutes acceptance of any changes to these terms.
2.2. These terms were most recently updated on 1st December, 2025 when we changed terms for the purpose of updating the policy for launch.
3.Recovere’s Role and Geographic Scope of Services
3.1. Recovere facilitates the connection between Donors and Organisations by providing a platform where Organisations can request specific Items and Donors can pledge or provide those Items.
3.2. Recovere’s role is to provide the platform and ensure it operates smoothly, but we are not responsible for the quality of Donations or the interaction between Donors and Organisations.
3.3. Recovere provides its platform and services exclusively to organisations and communities located outside of Australia, Central African Republic, Guinea-Bissau, Iran, Iraq, Lebanon, Libya, Myanmar, The Democratic Republic of Korea, Russia, Somalia, South Sudan, Sudan, Syria, Ukraine, Yemen and Zimbabwe.
3.4. Organisations based within Australia are not eligible to register or request Items through Recovere as Australian needs are already met through the well-established sister platform, GIVIT.org.au, founded by Recoveree’s founder Juliette Wright which supports Australian organisations and communities with their specific requirements. Organisations using Recovere must ensure that all requested Items are intended for distribution to Recipients outside of Australia.
3.5. Due to Recovere's digital card system for Recipients in need, and many regulatory requirements and world sanctions, we are unable to register and support organisations in Central African Republic, Guinea-Bissau, Iran, Iraq, Lebanon, Libya, Myanmar, The Democratic Republic of Korea, Russia, Somalia, South Sudan, Sudan, Syria, Ukraine, Yemen and Zimbabwe. However, beyond sanctioned countries, we are actively working to extend donation support to ensure these communities receive the essential Items they need.
3.6. By using Recovere, Organisations agree to comply with this geographic limitation and confirm that all requests and Donations will serve communities outside of these countries.
4.Digital Card - Donor Participation
4.1. Donations made by Donors are used to fund a Digital Card, which is then issued to an approved Recipient to purchase Items.
4.2. The maximum balance of each Digital Card is $750 Australian dollars (AUD).
4.3. Donations are processed in AUD currency and are inclusive of any foreign exchange conversion cost incurred by us.
4.4. A 10% service buffer is added to the Item cost to cover card issuance and delivery, FX fees, and processing via Stripe and EML. Any excess funds are redirected to meet other urgent community needs, at our discretion.
4.5. Donors will receive a confirmation email from Recovere after their Donation has been successfully completed.
4.6. We comply with global Anti-Money Laundering (AML) and Counter-Terrorism Financing (CTF) standards.
5.Digital Card – Recipient Use
5.1. In receiving a Digital Card, the Recipient agrees to EML’s Mastercard Terms of Use policy, as updated from time to time. This policy can be found on EML’s website here.
5.2. Declined transactions on a Digital Card may incur fees which Recovere absorbs. However, repeated misuse may result in permanent deactivation of the Digital Card.
5.3. Recipients must not use the Digital Card to obtain or withdraw cash, including at ATMs or over-the-counter at financial institutions.
5.4. Recipients must retain proof of purchase for all Items purchased using the Digital Card and:
a) Within seven (7) days of the purchase, a copy of the receipt must be emailed to us at support@recovere.org.
b) Failure to provide a receipt upon our request may result in cancellation of the Digital Card and/or refusal of future support from Recovere.
5.5. Without our prior approval, Recipients must not allow anyone else to use the Digital Card. If our approval is obtained, the Recipient must provide the other person permitted to use the Digital Card with a copy of these Terms of Use and EML’s terms and conditions of use. Recipients are responsible for any transactions initiated or attempted by that other person.
5.6. Any refunds on Digital Card transactions are subject to the policy of the specific merchant. Refunds may be in the form of a credit to the Digital Card. If the Digital Card expires or is cancelled before the funds resulting from a refund have been spent, then those funds can no longer be accessed by the Recipient.
5.7. The Digital Card has a two (2) month expiry and we are not obliged to provide the Recipient with any notice of cancellation. The date of expiry may be found on the Get My eCard app or, if added to a digital wallet, shown on the digital wallet. Recipients are encouraged to regularly check the expiry date.
5.8. The Digital Card cannot be used after expiry. After the expiry date, any remaining balance on the Digital Card will be forfeited, and the Digital Card will be declined when presented for use.
6.Donors Responsibilities
6.1. Section 6 of these terms applies only to Donors.
6.2. Donors’ responsibilities for Items:
a) Donors may choose to give either physical Items or monetary contributions to purchase specific Items;
b) Donors are responsible for ensuring that physical Items pledged are in good condition and are suitable for the needs of the Organisation they are donating to;
c) Donors must not pledge an Item:
i) on the Prohibited Items List;
ii) you know is unsafe, not in reasonable condition, or not suitable for the purpose for which the Item is intended to be used; or
iii) you do not own, or which is encumbered in any way;
d) When pledging Items through Recovere, a Donor’s contribution covers the Item cost and essential non-profit expenses like foreign exchange, voucher platform services, and delivery. This is for the purpose of providing the Recipient with timely support.
6.3. Delivery or collection of Items:
a) If you offer an Item and indicate you can deliver the Item, you must deliver the Item (or arrange for the Item to be delivered) to the Organisation within the delivery area you indicated within a reasonable time after the Organisation accepts your offer. You are responsible for the delivery costs. If you have indicated the Item is to be collected, you must make the Item available for collection by the Organisation that accepts your offer. We are not involved in the delivery or collection of Items offered by Donors.
b) You acknowledge you will not be provided with information about a Recipient and will not be permitted to deliver an Item directly to a Recipient, or otherwise have direct contact with a Recipient. This is to protect the anonymity, safety and dignity of both you and the Recipient.
c) You acknowledge an Organisation may refuse to collect or take delivery of an Item that is unsafe, not in reasonable condition, or not suitable for the purpose for which the Item is intended to be used.
d) When you deliver an Item or make an Item available for collection, you must not include or require the Organisation to accept any item that was not part of the original Item offered without our express written consent.
e) When an Item is delivered to or collected by an Organisation, the Item becomes the property of the Organisation.
6.4. Donors to protect privacy of Recipients:
a) Donors must not contact Recipients directly or share any personal information with them. All interactions between Donors and Recipients must go through Organisations. This policy is in place to ensure that the privacy and dignity of Recipients are protected and that no inappropriate interactions occur.
b) Donors are prohibited from asking for or receiving the Recipient's contact details, including their name, address, or phone number. If a Donor is given any Recipient’s personal information, they must immediately report this to Recovere. This is a direct violation of our Terms of Use, and failure to report this may result in the Organisation's Account being automatically suspended
6.5. Taxes and fees:
a) Donations made through Recovere are eligible for tax receipts only in Australia. Unfortunately, we are unable to provide charitable tax receipts for Donations in other countries. We encourage you to seek advice from a tax professional within your own country in relation to whether your Donation is tax deductible.
b) Please note that a portion of the Donation may be used to cover operational costs, such as payment processing fees, foreign exchange costs, and delivery expenses. This is to ensure the Donation reaches its intended destination and provides the necessary support to those in need.
7.Organisations and Representatives Responsibilities
7.1. Section 7 of these terms apply only to Organisations and Representatives.
7.2. Ensuring the quality of Items:
a) Representatives are fully responsible for ensuring that all requested and donated Items meet appropriate quality, safety, and suitability standards.
b) Organisations must conduct thorough checks to verify that Donations are suitable for use and comply with local and international regulations before distributing them to Recipients. Donations that do not meet these requirements must not be distributed to Recipients. If any Prohibited Items are discovered, they must be immediately reported to us and may be removed from the platform.
7.3. Organisations and Representatives to protect privacy of Recipients
a) Organisations and Representatives must protect the privacy of Recipients. Donors must never meet with Recipients, and under no circumstances should Donors be given access to any Recipient’s personal details, including but not limited to their name, address, phone number, or any other personal information.
b) Organisations must ensure that Donors and Recipients do not exchange personal details, including names, addresses, phone numbers, or any other form of communication outside of the platform. Any breach of this policy will lead to immediate suspension of the Organisation's Account.
7.4. We may make reasonable use of your Organisation’s name and trade marks to promote Recovere, unless you have asked and we have agreed not to do so.
8.Reporting violations by Donors and Representatives
If any Donor or Representative is given access to Recipient information by an Organisation, they must immediately report it to Recovere at admin@recovere.org. This is a serious breach of these terms, and failure to report such violations may lead to the automatic suspension of the Organisation’s Account.
9.Prohibited uses
9.1. You must not use Recovere in a way that:
a) would reasonably offend or upset another person;
b) interferes with another person's use of Recovere;
c) breaches any obligation of confidentiality to another person;
d) involves the use of personal information contrary to our Privacy Policy;
e) infringes the rights (including intellectual property rights) of another person;
f) is illegal; or
g) is otherwise harmful to our reputation or interests.
9.2. You must not use Recovere to send unsolicited marketing material to any person.
9.3. If you engage in any conduct referred to at clauses 9.1 to 9.2 above, we may report any of the activities above to the relevant law enforcement authorities and we will cooperate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use Recovere will cease immediately.
9.4. You may make reasonable use of material and information we make available as part of Recovere for the sole purpose of using Recovere.
10.Prohibited Items
To promote the safety and dignity of Recipients, the following items are strictly prohibited on Recovere:
a) Hazardous materials: Items that are dangerous, toxic, or harmful, including chemicals, flammable materials, and expired medical supplies;
b) Perishable goods: Any food items that are perishable and may spoil, unless specifically requested by an Organisation;
c) Damaged or incomplete items: Items that are broken, missing parts, or otherwise in poor condition;
d) Illegal items: Any items that are illegal or prohibited by law in any jurisdiction, including counterfeit goods, drugs, and unlicensed weapons;
e) Personal items: Used personal hygiene products, used underwear (excluding bras), and anything that may pose a hygiene risk; and
f) Currency and valuables: Cash and high-value items like jewellery that are not required by an Organisation.
See the complete Prohibited Items List here.
11.Disclaimer and Limitation of Liability
11.1. While we will endeavour to make Recovere available to you in accordance with these terms, we exclude all liability arising from or relating to your use of Recovere.
11.2. We do not assume liability for the quality, safety, or appropriateness of Items. Organisations are responsible for checking Items prior to collecting or accepting delivery of them. We make no representation and give no warranty, guarantee or assurance about Items, including that Items will be as described by a Donor, suitable for any specified purpose or their intended purpose, of merchantable quality, compliant with any applicable laws or standards, or that Items come with full title and ownership. We exclude all liability for loss or damage of any kind, including personal injury or death, caused by Items or the use of Items.
11.3. We are not responsible for the actions of Organisations, Representatives, Recipients or Donors. We make no representation and give no warranty, guarantee or assurance about the truth or accuracy of any information provided by Organisations, Representatives, Recipients or Donors, including the experience or qualifications of Donors or their ability to give any Item. We expect that you comply with these terms, but we are not responsible if you do not. We exclude all liability for loss or damage of any kind caused by the acts or omissions of Organisations, Representatives, Recipients or Donors, including any act or omission that is contrary to these terms, negligent, defamatory, illegal or infringes the rights of another person.
11.4. Each Organisation indemnifies and will defend us and our officers, employees and agents ("those indemnified") against loss or liability suffered or incurred by those indemnified due to a claim by any person in connection with an Item requested, organised or provided by or on behalf of the Organisation, except to the extent the claim was caused by an act or omission of those indemnified that was unlawful or constitutes wilful misconduct or gross negligence.
11.5. Our website, apps or any other means by which we provide Recovere might not be available at all times and might not be free from errors. We exclude all liability arising from the unavailability of Recovere or our website, apps or others means by which we provide Recovere.
11.6. We exclude liability for any loss or damage which is incidental, consequential, special, exemplary, punitive or indirect.
11.7. Any term, condition or warranty which would otherwise be implied into this agreement is excluded.
11.8. To the extent our liability cannot be excluded, our liability to you for breach of these terms, or in tort (including negligence) or for any other common law or statutory cause of action is limited to $100 AUD.
11.9. The exclusions and limitations in this section 11.9 operate for the benefit of Recovere and its employees, agents, officers or directors, and to the maximum extent permitted by law.
12.Your Content
12.1. We may allow you to enter, create or upload Content. You must ensure Content:
a) is not offensive, defamatory, illegal or otherwise inappropriate;
b) does not contain another person's personal information, unless you have their express consent to include it; and
c) does not infringe another person's rights.
12.2. You give us a perpetual, irrevocable, worldwide, royalty-free, sub-licensable licence to exercise intellectual property rights in Content to operate Recovere. If you have any moral rights in Content, you consent to us doing any act or omission in respect of Content that would otherwise infringe your moral rights.
12.3. We may remove or edit any Content that does not comply with these Terms of Use.
13.Our trade marks
“Recovere” and "Recovere Limited" and all related names, logos, designs and slogans are our trade marks or the trade marks of our affiliates or licensors. You must not use such marks without our prior written permission.
14.Website Links
Our website, apps or any other means by which we provide Recovere may contain links to external websites. Links should not be construed as an endorsement, approval or recommendation of the owners or operators of linked websites, nor are we responsible for the content or privacy practices of these websites. We are not liable for any loss or damage, however caused, arising from the downloading or subsequent use of downloaded material from external websites.
15.Complaints and Dispute Resolution
15.1 If you have a complaint or concern regarding Recovere's services or platform you can contact our support team at support@recovere.org.
15.2. We will endeavour to investigate your complaint within 10 business days of receipt.
15.3. We will endeavour to resolve the complaint promptly and fairly. You may escalate the matter to a senior team member.
15.4. Where a Donor, Representative, Recipient or Organisation are in dispute with each other, they are responsible for resolving the dispute including all costs associated with doing so. We may endeavour to assist the parties to resolve the dispute, but we have no obligation to do so and no obligation to be involved in the dispute in any way at all.
16.Governing Law
These terms are governed by the laws applying in Queensland, Australia. You submit to the non-exclusive jurisdiction of the courts of Queensland, Australia in any action or legal process concerning these terms.
17.Termination
17.1. We may terminate this agreement at any time, in our sole discretion, without notice.
17.2. Participation in Recovere is voluntary. You may withdraw from this agreement at any time without penalty.
17.3. Upon withdrawing from this agreement, Organisations may be required to return any Donations to us, where the Organisation has not yet provided the Donation to a Recipient.
17.4. Any termination of these Terms of Use (or any component thereof) under this clause 17 will be without prejudice to the rights of the party terminating to seek and obtain damages for any breach of these terms by the other party.
17.5. We have no obligation to backup or otherwise retain details of your Account or your interactions with us or other parties after termination or cancellation under this clause 17.
17.6. We may suspend or terminate your use of your Account at any time at our discretion.
17.7. Examples of when we may suspend or terminate your account include:
a) Organisations and Representatives: where an Organisation or Representative breaches these Terms of Use, including a failure to ensure the privacy of Recipients or allow Donors to directly contact Recipients.
b) Donors: where a Donor breaches these Terms of Use by requesting or sharing Recipient details or contacting Recipients directly.
18.General
18.1. We are not liable for any failure by us to comply with these Terms of Use where such failure is due to circumstances beyond our reasonable control.
18.2. Our failure to exercise or enforce any right or provision of these Terms of Use will not constitute a waiver of such right or provision.
18.3. If a provision of these Terms of Use is illegal, invalid, unenforceable or void in a jurisdiction it is severed for that jurisdiction, and the remainder of these terms have full force and effect and the validity or enforceability of that provision in any other jurisdictions is not affected.
18.4. You cannot transfer or assign your responsibility for, or your rights under, these terms without our prior written consent. We can transfer or assign our responsibility for, or our rights under, these terms at any time to any person without telling you.
18.5. There is no agency, partnership, joint venture or employment relationship intended or created by or arising out of use of Recovere. You must not hold yourself or your organisation out as being our agent or representative.
18.6. When we are required by law to give information to you, you consent to that information being given by an electronic communication
18.7. In these terms, headings are for convenience only and do not affect interpretation, and unless the context requires otherwise:
a) a reference to a document (including these Terms of Use) is to that document as varied, novated, ratified or replaced from time to time;
b) "person" includes an individual, the estate of an individual, a corporation, an authority, an association or a joint venture (whether incorporated or unincorporated), a partnership and a trust;
c) a word importing the singular includes the plural (and vice versa);
d) if a word or phrase is given a defined meaning, any other part of speech or grammatical form of that word or phrase has a corresponding meaning; and
e) "includes" in any form is not a word of limitation.
19.Support
For help, Recipients, Donors and Organisations can email: support@recovere.org.
Support is available in English (French and other languages coming soon).
We will endeavour to respond to within 3 business days.
20.Definitions
20.1. “Account” means a unique account created by a Donor or Organisation to access and utilise Recovere.
20.2. "Content" means any text, images or other content you enter, create or upload using Recovere.
20.3. “Digital Card” means a secure prepaid Mastercard digital card issued by Recovere in partnership by EML and pursuant to a licence by Mastercard Asia/Pacific Pty Ltd. The Digital Card can be used by eligible Recipients to purchase Items from approved retailers.
20.4. “Donation” means a cash donation, or an Item, offered or given to an Organisation or Recovere.
20.5. “Donor” refers to an individual or entity who gives either Items or a cash donation through Recovere to support Organisations and their beneficiaries.
20.6. “EML” means EML Payment Solutions Ltd ABN 30 131 436 532, AFSL 404131
20.7. “Item” means any goods offered or given by a Donor or requested by an Organisation using Recovere.
20.8. “Organisation” refers to a global non-profit or charity registered on Recovere that can submit requests for Items to support their Recipients. Organisations must ensure that they are compliant with all relevant local, national, and international laws and regulations.
20.9. “Prohibited Items” means the items referred to at clause 10 of these Terms of Use and also listed in our Prohibited Items List.
20.10. “Recipient” means the person or persons being assisted by an Organisation.
20.11. “Recovere” means the platform operated by us that connects Donors and Organisations.
20.12. “Representative” refers to an individual who works, or formally volunteers, for an Organisation. Representatives are responsible for verifying the quality of donated Items and ensuring they meet the required standards before they are passed on to Recipients.
20.13. “we" and "us" means Recovere Limited ABN 42 670 973 207.
20.14. "you" means the person who is using Recovere.