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
Purchases are made through the App Store, so refunds are processed by Apple in accordance with the App Store's refund policy. The refund amount and approval are determined by Apple.
To request a refund, submit a request to Apple via the App Store (for example, using reportaproblem.apple.com or the purchase history in your Apple account).
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
We do not hold your payment and cannot process a refund ourselves — every purchase is made through Apple, and only Apple can approve and issue a refund.
- Email us at hello@gathrly.my with your event name and reason for the request
- We check eligibility against the guidance above (not scanned + no photos) and, where possible, offer a date change first
- If you still want a refund, we direct you to request it from Apple at reportaproblem.apple.com (or via Purchase History in Settings on your Apple ID)
- Apple decides whether to approve the refund, and for how much, on Apple's own timeline — our eligibility guidance informs whether we support your request, not whether Apple grants it
- If Apple approves the refund, we are notified automatically and the event is locked (guests can no longer upload) — your photos are not deleted, so access is restored if you purchase again
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. Because refunds are ultimately Apple's decision, what we can offer directly is:
- Credit for a future event
- Free period extension
- Our full support for a refund request you make to Apple, regardless of the eligibility guidance above
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.