HelpBilling, payments and refundsRefunds: when, how and how long

Refunds: when, how and how long

turnda refunds what you paid for and could not use. This page lists the times it happens by itself, how the money goes back, and how long it takes.

Owner Where: Billing → Billing history 4 min read

You do not ask and you do not wait for a date. A refund always goes to the card that paid.

What it is

An automatic refund is money turnda sends back to your card, without you asking, because we could not deliver what you paid for.

How to check it in turnda

Look for the notice on the add-on card and the email. Both say the amount, the invoice and the date.
Open Billing history. The pack's row is marked Refunded. Its invoice carries a credit note.
Check your card statement a few days later.

A real example

Mei's Salon WhatsApp cannot send messages for 4 days in one week because of a problem on our side. Mei holds two packs: an older one with 100 of 1,000 messages left and a newer one with 800 of 1,000 left. turnda refunds the unused share of each pack by itself, newest first. Mei gets one email with the amount and the date. WhatsApp is switched off for her, and nothing is charged again unless she chooses it afresh.

What happens in turnda

1WhatsApp or texts cannot go out because of us
Your visitors keep the free tracking page and email
272 hours in total within any 7 days
Counted over enough messages to be sure
3The refund is made by itself
The unused part of every pack
4One email tells you
The amount and the date

An outage becomes a refund.

What happened	What comes back
WhatsApp or texts could not be sent because of a problem on our side, for 72 hours (three full days) in total within any 7 days.	The unused part of every pack of that add-on, automatically. You do nothing.
We can no longer deliver WhatsApp or text messages to your business.	The unused part of every pack.
A country you text closes and no other location of yours can use your texts.	The unused texts, on the day it closes.
A text registration for a country is refused.	Everything you paid except the card fee, and except the registry's own fee if it was already filed. If the registry refuses before anything was filed, it kept nothing.
A payment arrives after its waiting pack was ended (you switched the add-on off, the month ended, or your package was cancelled or a card dispute ended it).	The full amount, automatically. No visits or messages are added.

A message that failed is simply given back. A message or text that fails for a reason on our side, or because a network blocks our sender, returns to your pack at once. That is your message coming back, not a refund of money.

The unused share. If you have 400 of a 1,000-message pack left, you get 400/1,000 of what the pack cost, including any tax you paid on it.
Newest pack first, each as a credit note on that pack's own invoice, to the same card.
A pack on hold for a card dispute is settled when the dispute is decided, not on a date.
Only our failures count. A visitor's phone being off is not our side.
If a refund fails the first time, it is tried again. turnda's checks keep going: the outage check runs every 30 minutes and the money check every 5 minutes. A refund that did not go through the first time is finished by a later check, so you do not need to ask. One refund is made per pack, so a retry never pays you twice.
Text messages are not open in any country yet. The rows about texts apply once we open a country.

How long it takes

turnda makes the refund straight away. Card refunds usually reach your account in 5 to 10 business days, depending on your bank.

What you need to do

Nothing. Wait for the email.
If nothing appears after 10 business days, ask your bank first, then write to support.
If the bank sends the refund back, see A refund that bounced.

What turnda does not cover, and who does

Not covered by turnda	Who covers it
How fast your bank shows the refund	Your bank. We send it at once.
A message that fails because the visitor's phone is off	Nobody. It was sent, so it is used.
Short pauses of minutes or hours	Not a refund. Your messages are still yours when sending resumes.

Common questions

Question	Answer
Do I get my money back for lost customers during an outage?	No. We refund the unused part of the packs you paid for. Your visitors keep the free tracking page and email.
Is a refund the same as getting my messages back?	No. A failed message returns to the pack at once. A refund is money back to your card.
Can I get two refunds for the same hours?	No. Only the time since your last outage refund is counted.