HelpBilling, payments and refundsRefunds we do not make
Refunds we do not make
These are the times there is no refund. Knowing them before you pay means no surprise afterwards.
Each one is shown in the rules box before you pay.
What it is
A refund is only for something we could not deliver. If we delivered it, or you chose to stop using it, the money is not returned.
How to check it in turnda
- Read the rules box on the pay step. It has a heading “Refunds” that lists these exceptions.
- Read the rules on the add-on card at any time.
- Read the Terms, linked from the rules box, for the full wording. The Terms are written in English; this page is a faithful summary of them.
A real example
Mei's Salon Mei turns WhatsApp off on the 10th with 300 messages left. They are kept for when she turns it back on, and nothing is refunded for them. Text messages are not open in any country yet. If a text registration fee is ever paid for a country and the registry refuses it, turnda returns everything except the registry's own fee and the card fee. Neither of those two was ever turnda's to return.
What happens in turnda
- 1You pay
- 2You use itNo refund. It did its job
- 3You stop using itSwitching off or moving to Free. No refund
- 4We cannot deliver itThe unused part is refunded by itself. If that refund fails once, a later check tries again
| Situation | Refund? | What happens instead |
|---|---|---|
| You change your mind about a pack | No | The pack stays yours until it is used. |
| You switch an add-on off | No | People already waiting are finished. What is left is kept for when you switch it on. |
| You close your account | No | Unused packs end when the account is finally deleted. Money you are already owed is still paid. |
| You move to Free | No | Balances are kept and paused, and come back when you pay for a package again. |
| A month or a year of your package | No | It runs to the end of the time you paid for. |
| The card company's fee on a payment | No | Not returned, even on a refused registration. |
| A country registry's own fee (only for text messages, once a country is opened) | No | Not returned once the registry has been paid, even if it then refuses. The exceptions are a refusal before anything was filed, and when turnda itself stops texts for everyone: see the text registration fee page. |
What you need to do
- If you close the account, the unused part of your packs ends when it is finally deleted and is not refunded. Use it up first, or undo the closure within 7 days.
- Before you pay a registration fee, read what is returned if it is refused.
- If you think a charge was made wrongly, press Ask about this charge. A charge that was wrong is refunded in full.
What turnda does not cover, and who does
| Not covered by turnda | Who covers it |
|---|---|
| The card company's fee | The card company keeps it. |
| The registry's own fee | The country's registry keeps it. |
| A refund of money you owe on your own bank account | Your bank. |
Common questions
| Question | Answer |
|---|---|
| Does closing my account cancel a refund I am owed? | No. It is paid first, or by hand afterwards, even after the account is closed. |
| If I move to Free, is my pack lost? | No. It is kept and paused. |
| Is a yearly package refunded if I cancel? | No. It runs to the end of the year. |
Related: Our refund policy