Account, billing, and plans
Refunds, cancellations, wrong plans, and duplicate payments
Learn how Gathmo handles statutory withdrawal requests, voluntary refunds, unused wrong-plan purchases, duplicate charges, defects, and business-plan…
Gathmo corrects verified duplicate charges and reviews unused wrong-plan purchases promptly. Voluntary refunds are not guaranteed after an event or paid capacity has been used, but this policy never limits mandatory consumer rights, including any applicable statutory withdrawal, conformity, defect, or payment rights.
Policy summary
| Situation | How Gathmo handles it |
|---|---|
| Verified duplicate charge | Corrected or refunded after the two transactions are matched. |
| Wrong event or plan, not meaningfully used | Contact support immediately for correction or a case-by-case refund review. |
| Event already used or completed | No standard voluntary refund merely because the event is over or capacity was not fully used. Mandatory rights remain unaffected. |
| Payment shows pending or failed | Verify status before retrying; an authorization is not always a completed charge. |
| EU consumer withdrawal | Handled according to the mandatory law applicable to the purchase; submit the request within the relevant period. |
| Defective or non-conforming service | Report the problem with evidence so repair, replacement, price reduction, termination, or refund rights can be assessed as applicable. |
| Business prepaid plan | Stops at the end of the paid term when not renewed; unused time is not automatically refunded. |
Official consumer-law sources
Before you start
- Gather the account email, event name and ID, order or invoice number, amount, currency, and payment date.
- Take screenshots of duplicate entries or the incorrect plan while hiding full card and bank details.
- Stop using the disputed paid capacity if you are asking for an unused-purchase correction.
- Open the correct Gathmo event, workspace, or account before making changes.
Steps
1. Confirm whether payment actually completed
Open Gathmo billing and compare the order with the bank or card statement. “Pending” or an authorization hold is not necessarily a settled duplicate charge, and it may disappear automatically.
2. Identify the request type
State whether the issue is a duplicate charge, wrong event, wrong plan, failed activation, statutory withdrawal, service defect, or business non-renewal. Clear classification helps support apply the right workflow.
3. Contact support without delay
Send the billing facts and desired outcome. For a statutory withdrawal request, state clearly that you are withdrawing and include the purchase date; for a duplicate, include identifiers for both transactions.
4. Preserve evidence and avoid a second payment
Keep receipts, checkout confirmation, screenshots, and support correspondence. Do not pay again to “fix” an order that appears delayed unless support or the provider confirms the first payment failed.
5. Let support verify use and entitlement
For a voluntary wrong-plan review, Gathmo may check whether the paid event was activated and materially used. Use below the free allowance can support a goodwill decision but is not a substitute for statutory legal tests.
6. Confirm the final account state
After a correction, verify the charge, invoice, event tier, and access. A refund to a card or bank can take additional provider processing time after Gathmo issues it.
What to do next
- Duplicate transactions are matched against provider records before correction.
- Approved refunds return through the original method where technically possible.
- Non-renewed business access ends according to the prepaid term and existing event retention rules.
- Check the live dashboard or checkout page before making a billing decision, because plan state and tax can depend on account and currency.
Frequently asked questions
Can I cancel and get a refund after using the event?
There is no standard voluntary refund merely because an event has finished or paid capacity was not fully used. This does not remove mandatory withdrawal or defect rights that apply to the transaction.
What if I bought the wrong plan?
Contact support immediately before meaningful paid use. Include the event ID, receipt, purchased tier, desired tier, and event date so a correction or goodwill refund can be reviewed.
Will Gathmo refund a duplicate purchase?
Yes, verified duplicate charges should be corrected. Support must match the settled provider transactions first so a temporary authorization is not mistaken for a second payment.
Do EU consumers have a 14-day withdrawal right?
EU distance contracts generally carry a statutory withdrawal period unless a lawful exception or valid early-performance rule applies. Gathmo assesses requests under the mandatory law applicable to the actual checkout and purchase.
Can I cancel a business plan at any time?
Studio and Agency are prepaid for six or twelve months rather than month-to-month self-serve subscriptions. You can stop future renewal, but the paid term and its existing event retention rules continue; unused prepaid time is not automatically refunded.
Troubleshooting
One entry may be a temporary authorization. Wait for the bank's stated settlement window, then send both transaction dates and amounts if both entries settle.
Do not delete either event or begin using the paid capacity. Contact support with both event IDs and the order receipt so the team can assess a transfer or correction.
Check the provider confirmation and allow the bank's processing period. If that period passes, send support the refund reference; Gathmo cannot make a bank post a completed refund instantly.
Use the live checkout, invoice, or dashboard billing page as the source of truth. Capture the account email, event name, currency, and visible billing state before contacting support.
Never send a full card number, CVV, password, or banking login to support. Mandatory consumer protections take priority over this help article, and individual legal outcomes depend on the purchase, customer status, jurisdiction, timing, consent flow, and service use.
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