Support
Questions about a donation, a receipt, a monthly donation, a campaign or joining as a charity — write to us. The reply will come to your email.
The answer may already be here
Questions and answers
The most common questions from donors, charities and people who need help are on the FAQ page.
Payment methods and fees
Card, Apple Pay, Google Pay, bank transfer, the bank fee and who pays it — see Payment methods.
Receipts and monthly donations
Receipts, your donation history and changing, pausing or cancelling a monthly donation are in your account — sign in with a code sent to your email.
Tax rebate statement
How to get the annual statement and claim the tax rebate — see Tax rebate.
Check a document
Check that a Dolonia receipt, statement or other document is genuine — by its QR code or on the Document check page.
Donation terms
Non-refundability, monthly donations and what happens if a campaign is closed are in the terms for donors; the rules for charities are in the Platform Rules.
Need help?
If you or someone close to you needs help, that is a separate request: I need help.
Charities and companies
A charity that wants to join — see For charities. A company that wants to launch a project — see For business.
What to include in your message
In the form, choose a topic — “Donor”, “Charity”, “Technical problem” or “Other” — and give the email address where you want the reply. What helps us answer first time:
- A question about a payment: the date and approximate time, the amount, the method (card, Apple Pay, Google Pay or bank transfer), the name of or link to the campaign, and the email you gave when donating.
- Card: only the last 4 digits. Never write the full card number, the expiry date or the CVV — we do not need them.
- Bank transfer: the details from your bank’s receipt — date, amount and payment reference (with your personal D… code, if you included it).
- A technical problem: the page address, what you were doing, what you saw (the error text), your device and browser.
- A charity: its name and EDRPOU code, the contract number (ДЛ-…) and, if it is about a campaign, the campaign’s name.
- A partner company: the company name and the memorandum number (МЛ-…), if you already have one.
A mistaken or double charge. A donation cannot be refunded, and Dolonia does not return donations. If money was taken by mistake or twice, contact your bank about disputing the transaction; we will provide the bank with information about the payment on request. Write to us too — we will help you sort it out.
Watch out for scammers. Dolonia staff never ask for your card number, CVV, SMS codes, passwords or sign-in codes, and never ask you to send money to a personal card — not by email, by phone or in messaging apps.
Write to us
There is no live chat on the site yet — we reply by email to the address you give in the form. Your message number will be in the confirmation email.
When to expect a reply
We reply by email as soon as we can, on working days. As soon as you send the form, you will receive a confirmation email with your message number — if you write again about the same thing, please quote it. Cannot see the email? Check your spam folder.
Charities write from the charity account: the message is linked to your charity straight away, the reply appears in the account, and you get an email notification. Donors can write the same way from their account.
We keep your message and the correspondence for a year after the request is closed — see the Privacy policy.
Who replies
Dolonia is run by the charitable organisation “Charitable Foundation ‘Mriiu Zhyty’” (EDRPOU code 39333086), 8a Troitsko-Kyrylivska St, office 5, Kyiv. More about the foundation is on the Mriiu Zhyty website. More about the Operator and its documents is on the About and Transparency pages.
Please send all questions about the platform through the form above: that way your message will not get lost and will receive a number.