HelpBilling, payments and refundsOur refund policy

Our refund policy

If we can't deliver what you paid for, the unused part is refunded to your card.

Owner Where: Billing → Billing history 2 min read

A refund always goes back to the card that paid, and never comes to more than you paid.

What it is

turnda refunds what you paid for and could not use because of us. We do not refund because you changed your mind, and we do not prorate.

How to check it in turnda

Open Billing and go to Billing history. A refunded payment is marked Refunded, and its invoice carries a credit note, the paper that shows money went back to your card.
Look at the monthly statement. Every refund is on the statement of the month it was made.
Read the email. You get one email saying what was refunded and when.

A real example

Ana's Café Ana holds a pack of 1,000 WhatsApp messages that cost $30. WhatsApp stops working on our side, and she has 400 messages left. turnda refunds 400 out of 1,000 of the pack: $12.00, to her card. She did nothing to ask for it.

What happens in turnda

1You pay for a package, a pack or a fee
2It works as promised
No refund. You used what you paid for
3We cannot deliver it
The unused part is refunded to your card
4You changed your mind
Not refunded

Which way does money go?

Refunded	Not refunded
The unused part of a pack, when we cannot deliver it. For WhatsApp or texts this happens by itself once turnda’s side has been down for 72 hours in all within seven days; if that refund fails the first time, a later check tries it again. See Refunds: when, how and how long.	A month or a year of your package, even if you cancel. Cancelling keeps it to the end of the time you paid for.
A payment made by mistake on our side. We put a real mistake right by hand.	A pack because you changed your mind, switched the add-on off or moved to Free.
A charge that arrives after its pack was cancelled, in full and automatically.	The part of a pack you have already used.
Money you are still owed when you close, such as credit you hold with us. See Close your account.	The unused part of your packs when the account is finally deleted. It ends with the account.

What you need to do

Nothing, for an automatic refund. You do not have to ask.
If a charge looks wrong, press Ask about this charge before you go to your bank. See Ask about this charge.
If a refund cannot reach your card, give us your bank details. See A refund that bounced.

What turnda does not cover, and who does

Not covered by turnda	Who covers it
How long the money takes to appear on your account	Your bank. We send it at once.
Fees your bank may charge for the payment or the refund	Your bank.
Your own customers' refunds	You. turnda only handles what you pay turnda.

Common questions

Question	Answer
Do you refund a yearly package?	No. If you cancel, it simply runs to the end of the year you paid for.
Do you give part-month credits?	No. turnda does not prorate.
Where does the money go?	To the same card that paid.