Refund Policy

1. The Free Plan

The Free plan costs nothing, so there is nothing to refund. You can stop using it at any time.

2. Monthly Billing

Monthly subscriptions are billed in advance at the start of each month.

You can cancel at any time. The subscription stays active until the end of the month you have paid for and is not renewed. Part months are not refunded.

3. Yearly Billing

Yearly subscriptions are billed in advance for 12 months at the price of 10.

• Within 14 days of your first yearly payment: cancel and we refund that payment in full.
• After 14 days: the remaining months are not refunded. The subscription stays active until the end of the paid year and is not renewed.

4. Changing Plans or Users

• Moving up (a higher plan, or more users): takes effect at once. You pay the difference for the rest of the current billing period, worked out day by day.
• Moving down (a lower plan, or fewer users): takes effect from the next billing period. The current period is not refunded or credited.
• Users are billed from each plan's minimum and then in steps of 10, so removing a few users may not change the bill.

5. Charges We Always Refund

Once we have checked them, we refund these in full:

• A payment taken twice for the same invoice.
• A renewal charged after you cancelled before the renewal date.
• Any other charge made in error on our side.

6. Service Problems

If GateZ is unavailable for more than 24 hours in a row in a billing month because of a fault on our side, ask us for a service credit equal to the fee for the time it was unavailable. The credit is taken off your next invoice. Enterprise customers with a signed service-level agreement receive credits as set out in that agreement instead.

7. What Is Not Refunded

• Part months and the unused part of a billing period, except as described above.
• Users you are billed for but did not add.
• Set-up, onboarding or guard-training fees once the work has been delivered.
• Usage-based add-ons already used, such as SMS or WhatsApp messages.
• Subscriptions we end because the Terms of Service were broken.

If we end a subscription for any other reason, we refund the unused part of what you paid in advance, worked out day by day.

8. GST and Taxes

A refund includes the GST charged on the refunded amount, and we issue a GST credit note for it. Tax you deducted at source (TDS) is not refunded by us; claim it in your own tax return.

9. How to Ask for a Refund

Email [email protected] from your organisation's billing contact with the organisation name, the invoice number and the reason.

We reply within 2 working days. Approved refunds go back to the original payment method within 7 to 10 working days; your bank may take a few days longer to show it.

10. Changes to This Policy

We may update this policy. A change applies to payments made after the date at the top of this page. If a change reduces what we refund, we email your billing contact at least 30 days before it applies.