This policy explains when you can get your money back on Gatekept. It forms part of the Terms of Service.
1.Who decides refunds
When you buy on Gatekept, you buy from the creator. In most cases the creator decides whether to refund, and can issue a refund directly from their dashboard. Gatekept steps in where the law requires a refund, where a creator cannot be reached, where a product was not delivered, or where there is fraud.
2.Refunds by type of purchase
| Purchase | How refunds work |
|---|---|
| Digital products | Delivered immediately, so they are generally not refundable once delivered, unless the file is broken, missing, or materially different from its description. Ask the creator first. |
| Commissions | Your card is only charged when you approve the delivery. If the order is cancelled before then, the hold on your card is released and you are not charged. After approval, refunds are at the creator's discretion or as below. |
| Auctions | A winning bid is a binding purchase. Refunds apply only if the item is not delivered or is materially not as described. |
| Subscriptions and plans | Cancel any time in Settings to stop the next renewal. You keep access until the end of the period you paid for. Partial periods are not refunded unless the law requires it. |
| Tips | Tips are gifts and are not refundable, except for payments made in error or without your authorization. |
| In-person marketplace items | Paid in person, outside Gatekept. We cannot issue refunds for these sales. |
3.What a refund covers
A refund returns the product price. The service fee you paid on top is not refunded, because the payment processing and service have already been provided. For example, on a $20 product that cost $23.96, a full refund is $20.00. Where we refund because of a mistake on our side, we also return the service fee.
Refunds go back to the original payment method. Depending on your bank, they usually appear within 5 to 10 business days. A refunded product is removed from your library.
4.How to ask for a refund
- Message the creator from the product or your order and explain the problem.
- If the creator does not respond within 7 days, or you believe something dishonest has happened, email on@gateke.pt with your username, the product and what went wrong.
- We will review it, ask the creator for their side, and tell you our decision.
5.Chargebacks
Please contact the creator or us before disputing a charge with your bank. Most problems are resolved faster that way. A disputed purchase is removed from your library while the dispute is open. Disputing purchases you received and used is a violation of the Community Guidelines and can lead to your account being disabled.