gatwyn

Terms of service

Draft of 27 September 2026

Draft for legal review, not yet in force.

Points still to be completed by counsel before launch:

  • GATE A1’s registered name, company number and address.
  • Governing law and courts.
  • Limitation of liability and indemnities.
  • Service levels and credits, if any are offered.
  • The data processing agreement that goes with these terms.

The service

Gatwyn is a shared inbox for customer support by email and WhatsApp, with optional modules (Pilot, Broadcast, Bridge and Pulse) depending on the plan. GATE A1 provides it to businesses; it is not meant for personal use.

Accounts and workspaces

You are responsible for the people you invite, the roles you give them and what they do in your workspace. Keep your password secret and tell us straight away if you suspect misuse.

Trial, plans and payment

  • Each new workspace gets a 14-day free trial of Grow, with no card.
  • Plans are priced per person who replies to customers, per month, excluding VAT; yearly plans are paid in advance. Paddle sells the subscription as our reseller and merchant of record, charges the price and taxes, and issues the invoices.
  • Changes to plan or seats are charged or credited pro rata. You can cancel at any time in the customer portal; the subscription then runs to the end of the period you paid for.
  • When a trial or subscription ends, your data stays and customers’ messages are still received, but nothing can be sent until you choose a plan.

Your data

What you put in Gatwyn stays yours. We process it only to provide the service, as described in the privacy policy and the data processing agreement. An owner can download a complete copy of the workspace data at any time, and delete the workspace, from its settings.

Acceptable use

  • No spam, and no messages to people who have not agreed to receive them.
  • Follow WhatsApp’s Business and Commerce policies and the rules on marketing consent where your customers live. Recording consent correctly is your responsibility; Gatwyn records opt-outs automatically.
  • No unlawful, harmful or deceptive content, and no attempts to break the service or reach other workspaces.

AI features

Pilot writes from your published articles and may still make mistakes. Drafts are reviewed by your team; automatic answers are marked as coming from an AI assistant and hand over to a person when Pilot is unsure. You decide whether to switch these features on.

Third-party services

WhatsApp, email delivery, Shopify and payment run on other companies’ services, under their own terms. Gatwyn is not responsible for their availability or decisions, such as Meta limiting a WhatsApp number.

Suspension and termination

We may suspend a workspace that breaks these terms or puts others at risk, and will tell you why. You can stop using Gatwyn at any time.

Changes

We will tell workspace owners about material changes to these terms before they apply.

Contact

GATE A1, Hong Kong. [email protected]