Refund Policy

We would rather fix a problem than argue about a refund. If something has gone wrong with your order, write to billing@gatescore.ai with your order reference and tell us what happened. This policy sets out where a refund is due as of right.

• Duplicate payment. You were charged more than once for the same audit.
• Payment taken, no audit delivered. Money left your account but no report was produced, and we cannot deliver it.
• Technical failure on our side. The audit could not be completed because of a fault in our platform, and we cannot put it right within 5 working days.
• Cancelled before processing. You asked to cancel and we received the request before the engine started work on your file.
• Wrong product supplied. You paid for one tier and received a lower one, and we cannot upgrade it. Where the difference alone is at issue, we refund the difference.
• Unauthorised transaction. The payment was made without your authority and this is confirmed with the payment provider.
• Destination not supported. You paid for a destination we cannot in fact audit, and no substitute is acceptable to you.

• The visa was refused, delayed or withdrawn. Gatescore audits documents. It does not decide, predict or influence applications, and a refusal is not a failure of the audit.
• You did not like the score. A low readiness score means the audit did its job and found real documentary problems. That is the product working.
• You changed your mind after the report was delivered. The service was performed in full at that point.
• The findings were based on inaccurate answers or documents you supplied. Re-running a corrected file is a new audit.
• You did not act on the fix list. The report tells you what to do. Doing it is your part.
• An agent's own service fee. That fee belongs to the agent, and you claim it from the agent.
• Government, embassy, visa centre, medical or attestation fees. Gatescore never collects these and cannot refund them.
• Agent credits already consumed. Once a credit has been spent on an audit, it is not refundable.

If you believe a finding is factually wrong against the published requirement it cites, tell us within 30 days of delivery at support@gatescore.ai, naming the finding and the requirement. We review it at no charge. Where we confirm a material error, we correct and reissue the report free of charge, and where the error made the report useless to you, we refund it in full.

1. 1Email billing@gatescore.ai, or call the customer service number during operational hours.
2. 2Give your order reference, the email on the account, the date of purchase, the amount and the reason.
3. 3We acknowledge within 1 working day.
4. 4We decide within 5 working days and tell you the outcome in writing with reasons.
5. 5Approved refunds are issued within 7 to 10 working days.

Refund requests must be made within 30 days of the purchase date.

• Refunds go back to the original payment method and in the original currency. We cannot redirect a refund to a different card, account or person.
• Your bank or card issuer may take a further 3 to 10 working days to post the credit. That part is outside our control.
• Where a payment was made in PKR, the refund is made in PKR at the amount originally charged. We do not adjust for exchange rate movement in either direction.
• Bank charges or gateway charges deducted by a third party are not reimbursed unless the refund is due to our error, in which case we cover them.

Unused, unexpired pre-funded credits may be refunded on written request to billing@gatescore.ai, less any transfer costs, within 12 months of purchase. Credits already spent on delivered audits are not refundable. Where an agent appointment is terminated for misconduct, unused credits are dealt with under the agent agreement.

Contact us before raising a chargeback. We resolve most billing problems within a working day. A chargeback raised without contacting us first may lead to the account being suspended while the dispute runs, and we will supply the payment provider with the full record of the order, delivery and correspondence.

If you are unhappy with a refund decision, reply and ask for it to be escalated. An escalated complaint is reviewed by a manager who was not involved in the original decision, and answered within 10 working days. This does not affect your statutory rights.