We understand events don't always go as planned. This policy explains when you can get a refund, and a better alternative for both sides.
Eligibility for Refund
You are eligible for a refund if BOTH of the following conditions are met:
- The event QR has NOT been scanned by any guest, AND
- NO photos have been uploaded (event is still "pristine")
Reason: once the QR is used or the first photo arrives, the service has been actively used.
Application Window
Refund requests must be made within 7 business days of payment.
Refund Amount
Refund amount = payment amount minus gateway processing fee (~3%).
Reason: gateway fees (Chip) are not returned to us even when a refund is issued. This fee is typically 1-3% depending on payment method (FPX vs card).
If Chip's actual cost is less than 3% for your transaction, we refund based on the actual amount (not flat 3%).
Alternative: Change Event Date
Better than refund — you don't lose the gateway fee, and we are happy to help your event succeed.
You can change the event date at any time before the event at no additional charge. Contact us or use the change-date feature in your event dashboard.
We recommend this option before considering a refund — especially if the event is merely postponed, not fully cancelled.
Refund Process
- Contact us: dashboard → "Request Refund", or email hello@gathrly.my
- Include event ID and reason for refund
- We check eligibility (not scanned + no photos)
- If eligible: refund processed within 5-7 business days
- If not eligible: we offer change of date or explain the rejection
Refunds are returned to the original payment method. For FPX, this may take longer (up to 14 business days depending on the bank).
Situations Not Eligible for Refund
Refunds are not approved in the following circumstances:
- QR has been scanned, even by yourself for testing
- Any photos have been uploaded (even one)
- More than 7 business days from payment
- Free plan (no payment to refund)
- Extend charges (RM29) that have already granted additional access
- Partial refunds are not offered
Refunds Due to Technical Issues
If our service has significant technical issues during your event (e.g. uploads not working, gallery unreachable), we will assess on a case-by-case basis and may offer:
- Full refund (without 3% deduction)
- Credit for a future event
- Free period extension
Contact us with issue details and we'll help resolve it.
Questions
Questions about refunds? Email hello@gathrly.my with your event ID. We respond within 24 hours on business days.