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Last reviewed
June 15, 2026
Plain-language policy
This page explains how Gatepass operates for account owners, workspace members and people submitting records through forms, ID capture projects and event registrations. Organizations with special legal or regulatory requirements should review these terms with their own adviser.
Overview
Gatepass operates with Free Mode allowances and paid PayGo packs. Paid packs may add response credits, ID card generation credits, event attendee credits, export capacity or duration. Pack details are shown before purchase and in the billing area where available.
- Free Mode is available with limited active projects and usage.
- PayGo packs add specific capacity for a product area.
- Pack prices, quantities, expiry and availability may change.
- Admin grants may be issued manually for support or custom business cases.
Activated digital packs
Because PayGo packs are digital capacity added to a workspace, payments are generally final once a pack is activated, credited, used, made available or attached to the workspace, unless a refund is required by law or approved by Gatepass support.
- Used response, ID, event, export or duration credits are not refundable.
- Unused activated credits may still be non-refundable unless support approves otherwise.
- Buying the wrong pack should be reported quickly before use.
- Workspace owners are responsible for reviewing pack details before purchase.
Possible refund or correction cases
Gatepass may review refund, reversal or credit correction requests in limited situations such as duplicate payment, failed activation, incorrect charge or verified technical issue.
- Duplicate payment for the same pack.
- Payment completed but the pack was not credited after reasonable support review.
- Incorrect billing amount or wrong charge caused by a system issue.
- Legal requirement or written approval from Gatepass support.
Usually not eligible
Some requests are usually not eligible for refund once the paid capacity is available or used.
- Change of mind after pack activation.
- Unused credits after the validity period expires.
- Failure to use a pack before expiry.
- Workspace member purchase made with owner authorization.
- Business outcome, attendance, submission volume or event turnout not meeting expectation.
How to request billing support
Contact support with clear payment and workspace details. We may need to verify the account owner, payment reference, pack type, purchase time and usage status before taking action.
- Use the email linked to the workspace owner account where possible.
- Include payment reference, amount, date and pack name.
- Describe the issue clearly and include screenshots if useful.
- Do not file repeated or abusive requests for the same issue.
Chargebacks and payment disputes
If a chargeback or payment dispute is opened, Gatepass may temporarily restrict access to paid capacity, billing actions or workspace features while the dispute is reviewed.
- Contact support before opening a dispute where possible.
- Provide payment references and issue details.
- Abusive chargebacks may affect account standing.
- Fraudulent payment activity may lead to suspension.
Billing reference
Common billing items and how they are usually treated.
| Area | How it applies | Note |
|---|---|---|
| Free Mode | Limited free active projects and usage allowances. | No payment |
| Response pack | Adds standard form response capacity to a workspace. | Digital capacity |
| ID credit pack | Adds ID card generation capacity. | Consumed on generation |
| Event pack | Adds event attendee/badge registration capacity. | Consumed on registration |
| Duration pack | Extends eligible project or allowance availability where supported. | Pack-specific |
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