Terms of Use for Recovere

1. Introduction

1.1. Welcome to Recovere. By using our platform, you agree to comply with these Terms of Use and Our Prohibited Items, 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 our platform.


2. Definitions

2.1. 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.

2.2. 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.

2.3. Donor refers to an individual or entity who gives either items or cash through Recovere to support organisations and their beneficiaries.


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 Recovere'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 or communities outside of Australia.

3.5 Due to Recovere's e-voucher system for Recipients in need, and many regulatory requirements and world sanctions, we are unable to 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. Responsibilities of Organisations and Representatives

4.1. Donation Quality:

Representatives are fully responsible for ensuring that all requested and donated items meet appropriate quality, safety, and suitability standards. Organisations must conduct thorough checks to verify that donations comply with relevant safety regulations before distributing them to recipients. Recovere does not assume liability for the quality, safety, or appropriateness of donated goods. All items must meet local safety standards, and any electrical items must undergo proper testing to confirm they are free from defects.

4.2. Recipient Privacy and Protection:

Organisations 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.

If a Donor receives any Recipient's contact details or personal information, they must immediately report it to Recovere. This is a direct violation of our terms, and failure to report this will result in the Organisation's account being automatically suspended.

See Complete Privacy Policy


5. Responsibilities of Donors

5.1. Donation Process:

Donors are responsible for ensuring that items pledged are in good condition and are suitable for the needs of the Organisation they are donating to. Donors may choose to give either physical items or monetary contributions to purchase specific items.

5.2. Privacy Protection:

Donors must not contact Recipients directly (if the Organisation fails in their responsibility) or share any personal information with them.

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.


6. No Direct Contact Between Donors and Recipients

6.1. Recovere operates with a strict policy that Donors must not contact Recipients directly. 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.

6.2. 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. Reporting Violations

7.1. If any Donor or Representative is given access to Recipient information, they must immediately report it to Recovere at admin@recovere.org. This is a serious breach of the terms, and failure to report such violations will lead to the automatic suspension of the Organisation’s account.


8. Platform Suspension and Termination

8.1. Organisations and Representatives: Recovere reserves the right to suspend or terminate the accounts of any Organisation or Representative who violates these terms, including those who fail to ensure the privacy of Recipients or allow Donors to directly contact Recipients.

8.2. Donors: Donors who breach these terms by requesting or sharing Recipient details, or contacting Recipients directly, will also face suspension or termination of their accounts.


9. Complaints and Dispute Resolution

9.1. If you have a complaint or concern regarding Recovere's services or platform, we are committed to addressing it promptly and fairly. Please follow these steps to resolve any issues:

9.1.1. Contact Us: If you are unhappy with the service you received, please contact our support team (admin@recovere.org).

9.1.2. Investigation: We will investigate your complaint within 2 days and provide you with a response.

9.1.3. Resolution: We will aim to resolve the issue in a fair and timely manner. If you are unsatisfied with the resolution, you can escalate the matter to a senior team member or external mediator.


10. Limitation of Liability

10.1. Recovere is not responsible for any damage or loss arising from the quality or condition of donations. Organisations and Representatives are solely responsible for ensuring that items are appropriate for Recipients, meet all safety standards, and comply with local and international regulations.


11. Payments and Donations

11.1. When purchasing items through Recovere, your contribution covers the item cost and essential non-profit expenses like foreign exchange, voucher platform services, and delivery. This ensures the recipient can receive the item as soon as today, providing timely support to help them move forward.

11.2. Tax Receipts: 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.

11.3. Donation Fees: 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 ensures the donation reaches its intended destination and provides the necessary support to those in need.


12. Changes to These Terms

12.1. Recovere reserves the right to update or modify these Terms of Use at any time. We will notify users of significant changes by posting the updated policy on the website. Continued use of the platform constitutes acceptance of any changes to these terms.


13. Prohibited Items

13.1. To ensure the safety and dignity of recipients, the following items are strictly prohibited on Recovere:

  1. Hazardous Materials: Items that are dangerous, toxic, or harmful, including chemicals, flammable materials, and expired medical supplies.
  2. Perishable Goods: Any food items that are perishable and may spoil, unless specifically requested by an organisation.
  3. Damaged or Incomplete Items: Items that are broken, missing parts, or otherwise in poor condition.
  4. Illegal Items: Any items that are illegal or prohibited by law in any jurisdiction, including counterfeit goods, drugs, and unlicensed weapons.
  5. Personal Items: Used personal hygiene products, used underwear (excluding bras), and anything that may pose a hygiene risk.
  6. Currency and Valuables: Cash, jewellery, and high-value items that are not required by the organisation.

See Complete Prohibited List Here.

13.2. Organisations must ensure that any items donated are suitable for use and comply with local and international regulations. If any prohibited items are discovered, they must be immediately reported to Recovere and will be removed from the platform.


14. Terms of Participation – Recovere Digital Card

14.1. Overview: Recovere’s Digital Wallet enables allows approved recipients in eligible countries to receive donations via a secure prepaid Mastercard digital card (“Recovere Digital Card”), issued in partnership withby EML Payment Solutions Ltd ABN 30 131 436 532, AFSL 404131 and pursuant to licence by Mastercard Asia/Pacific Pte Ltd. The Recovere Digital Card allows can be used to purchases of essential items in line with designated Merchant Category Code (MCC) restrictions from approved retailers, ensuring helping guide funds are used as towards their intended purpose of to supporting recovery and wellbeing.

14.2. Card Types: There are three card types issued under the Recovere program, aligned with to the specific nature of the item requested by the recipient organisation (“Card Type”):

  1. Rebuild (e.g. fuel, tools, household items)
  2. Technology (e.g. devices, connectivity tools)
  3. Wellbeing (e.g. pharmacy, hygiene, healthcare products)

14.3. Eligible Countries: As of the current date, the Recovere Digital Card is available to verified recipients in the following Oceania countries (excluding Australia):

Fiji, Papua New Guinea, Samoa, Tonga, Vanuatu, Solomon Islands, Kiribati, Tuvalu, Nauru, Palau, Micronesia (Federated States of), Marshall Islands, New Zealand.

Additional countries may will be added from time to time, subject to program availability and local conditions.

14.4. How It Works: When a donor funds a requested item on the Recovere platform, a Recovere Digital Card, of the appropriate Card Type, is issued sent to the approved recipient. The recipient must activate the Recovere Digital Card prior to use and before the expiry date of the Recovere Digital Card. To activate, an email is sent to the recipient’s registered email address with instructions on how to:

  1. Download the Get My eCard app
  2. Use the unique one-time-password sent by email to access their walletRecovere Digital Card.

Only recipients located in eligible countries will be able to activate the card Recovere Digital Card. Recipients are responsible for ensuring their email is correct and current. Recovere Digital Cards may only be used at approved retailers that align to the type of item requested. We and our third party providers, including EML Payment Solutions Limited, are not liable in any way when an authorisation is declined for any particular transaction except where the authorisation has been declined because of an act or omission on our part, or the part of our third party providers.

Cards are locked to the MCC associated with the item requested, ensuring funds are used only for their intended purpose.

If the recipient tries to use the card Recovere Digital Card at a retailer that isn’t approved for the type of item requested of approved categories, the transaction will be declined. If the recipient attempts this repeatedly and causes additional declined transaction fees to be incurred by Recovere, the Recovere Digital Card may be cancelled that incur costly decline fees may result in cancellation of the card. Cancelled Recovere Digital Cards will not be replaced, and any remaining funds may be redirected to assist someone else in need.

14.5. Donor Participation and Transparency

  1. Donors fund a Recovere Digital Card issued to an approved recipient.
  2. The maximum balance of each Recovere Digital Card is $750 Australian dollars.
  3. Donations are processed in AUD Australian dollars currency and may include a small foreign exchange conversion cost to Recovere.
  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 Payments. Any excess funds are redirected to meet other urgent community needs.
  5. Donors will receive a confirmation email when their donation has been successfully completed.

14.7. Recipient Use

  1. The wallet Recovere Digital Card can be activated through the Get My eCEcard app and can be linked added to a mobile digital wallet (including Apple Pay, Google Pay, and Samsung Pay).
  2. Each Recovere Digital Card is single-load only and cannot be topped up.
  3. The Recovere Digital Card has a two (2) month expiry and will expire on the date shown on in 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. The Card cannot be used after expiry. After the expiry date, any remaining balance on the Recovere Digital Card will be forfeited, and the Recovere Digital Card will be declined when presented for use. Recipients will not receive any notice before this happens.
  4. The Recovere Digital Card is not a credit card and is not linked to deposit account.
  5. The Recovere Digital Card cannot be used to obtain or withdraw cash, it cannot be used at ATMs or over-the-counter at financial institutions.
  6. The Recovere Digital Card cannot be used for making direct debit payments.
  7. A maximum of 25 transactions a day is allowed.
  8. Merchant access is restricted by MCCs to prevent misuse.
  9. A 1.50% foreign exchange conversion fee applies to transactions in any currency other than Australian dollars and is calculated on the Australian dollar transaction amount. This will be included in the total transaction amount debited to the Card.
  10. Declined transactions may incur fees which Recovere absorbs; however, repeated misuse will result in permanent deactivation of the card.
  11. If you a recipient allows anyone else to use the Recovere Digital Card, you the recipient must get approval from Recovere and provide them the person with a copy of these Terms and Conditions of Participation. Recipients are responsible for any transactions initiated or attempted by that person.
  12. Paper statements are not provided to recipients. Transaction activity and balance information can be found on the Get My eCard App. Recipients are responsible for checking their transaction history, and knowing the available balance. The Recovere Digital Card cannot be used to make transactions that exceed the available balance.
  13. Recipients must retain proof of purchase for all items bought using the Recovere Digital Card. A copy of the receipt must be emailed to Recovere at support@recovere.org within 7 days of the transaction purchase. Failure to provide a receipt upon request may result in cancellation of the Recovere Digital Card and/or refusal of future support.
  14. Any refunds on Recovere Digital Card transactions are subject to the policy of the specific merchant. Refunds may be in the form of a credit to the Recovere Digital Card. If the Recovere Digital Card expires or is cancelled before the funds resulting from a refund have been spent then those funds can no longer be accessed.

15. Support

For help, recipients or donors can email: support@recovere.org

  1. Support is available in English (French and other languages coming soon)
  2. All emails will be responded to within 3 business days

16. Fraud, Liability and Compliance

Recovere complies with global Anti-Money Laundering (AML) and Counter-Terrorism Financing (CTF) standards.

  1. The Recovere Digital Card is like cash. Unauthorised transactions can happen if an unauthorised person accesses the recipient’s mobile phone device, where a personal identification number (“PIN”) is revealed to any other person, or because of fraud.
  2. We have no obligation to replace or refund value for misused, lost or stolen Recovere Digital Cards, except where we have breached any condition or warranty implied under consumer protection legislation that cannot be excluded in these Terms of Participation.
  3. Recipients are responsible for all transactions on the Recovere Digital Card, except where there has been fraud, negligence or wilful misconduct by us or our third party service providers (including that of our officers, employees, contractors or agents).
  4. Except to the extent caused by our or our third party service providers’ fraud, negligence or wilful misconduct (including that of our officers, employees, contractors or agents), we and our third party service providers are not liable for any loss or damage arising out of or in any way related to the use of the Recovere Digital Card, including:
  5. if authorisation is declined for any transaction, except where the authorisation has been declined because of an act or omission on our part or the part of our third party service providers;
  6. the availability of approved merchants who allow the use of the Recovere Digital Card or a device for payment;
  7. reduced levels of service caused by the failure of third-party communications and network providers;
  8. where other cards are stored on the same device for payment and the Recovere Digital Card is inadvertently used when the device is used as a payment method;
  9. for the use, functionality or availability of a device; or
  10. if the device’s security measures are compromised, or other people are allowed access to the device or to otherwise circumvent the security measures of the device.
  11. If we discover an error in the amount of funds loaded, received or used for any reason, we are authorised to rectify the error without further notice to you, including but not limited to debiting the equal amount of funds found in error from the Recovere Digital Card’s available balance.
  12. Misuse of cards, including repeated declined transactions, will lead to suspension or permanent cancellation.
  13. Recovere reserves the right to investigate and act upon any suspected fraud or misuse.

Personal data is protected in accordance with Recovere’s Privacy Policy

17. Changes to these Terms of Participation

  1. We reserve the right to change these Terms and Conditions at any time. Any changes to these Terms and Conditions can be viewed on the Get My eCard app or our website.
  2. Except where we are required by a law to do so, or the change is materially adverse to you, you will not receive advance personal notice of such changes. If the change is materially adverse to you, we will notify you at least 14 days before the effective date of the change. However, if the change is made for one or more of the following reasons we can implement such change without prior notice:
  3. to comply with any change or anticipated change in any relevant law, code of practice, or guidance;
  4. to reflect any decision of a court, ombudsman or regulator; or
  5. for security reasons where reasonably necessary to address security concerns or vulnerabilities.