Gate2Enter provides buyer protection on eligible orders and after-sales support on eligible membership and subscription products. Our commitment is to stand behind every order we fulfil and to assist you throughout the active period of your product where applicable.

Buyer protection covers the following:
• If a delivered product is found to be non-functional or invalid at the time of delivery, we will investigate and provide a replacement or remedy.
• If access credentials are not functioning at the time of delivery through no fault of the customer, we will investigate and resolve the issue.
• If a confirmed internal error results in incorrect product delivery, we will correct the order at no additional cost.
• If a duplicate charge is confirmed due to a processing error, it will be resolved promptly.

After-sales support for eligible subscription and membership products covers access issues arising during the active purchased period that are not caused by customer-side modification, and credential or activation issues reported promptly after delivery. Support is provided on a best-efforts basis. We prioritise support for every customer and will always try to help to the best of our ability.

Buyer protection and after-sales support do not apply where login credentials or account settings have been modified after delivery, where the product has been misused or redistributed, where access has been shared beyond the permitted scope, where the issue is the result of a third-party platform enforcement action, or where incorrect information was provided during checkout. Gate2Enter reserves the right to determine eligibility based on investigation and available evidence.

Remedy Option

Where a valid issue is confirmed, we reserve the right to offer the most appropriate remedy. This may include re-delivery of the original product or an equivalent replacement, issuance of store credit to the value of the purchase, or a partial or full refund to the original payment method where technically possible. The remedy offered will be determined by the nature of the issue, the product type, and the outcome of our investigation.

How To Request A Resolution

To submit a refund or resolution request, the customer must submit a formal request to [email protected]. Include your order number, the product name, and a clear description of the issue. Provide any supporting evidence where relevant, such as screenshots or error messages. Allow up to 3 business days for an initial response. Requests submitted without an order number or sufficient detail may be delayed pending additional information.

Payment Disputes & Chargebacks

Please contact our support team before initiating any chargeback or dispute with your payment provider. In most cases, issues can be resolved faster through our support process. Initiating a chargeback for a legitimately processed order, particularly where the product has been delivered and accessed, may be treated as a violation of our terms and may result in account suspension. Where a chargeback is filed while a support case is already open and being actively handled, we will provide transaction evidence to the payment provider as part of our response.