HelpBilling, payments and refundsWhat happens if...
What happens if...
Find your situation, read the short answer, and open the page that explains it.
Every situation in this section is on this page.
What it is
This page is an index. It does not replace the pages it links to, it only gets you to the right one fast.
How to check it in turnda
- Look at the banner or the email you got. Its first words usually match a line below.
- Find the same words in the list below.
- Open the page on the right.
A real example
Mei's Salon Mei sees “We couldn't process your last payment.” She finds “My card expired” under Cards and payments. The short answer says she has 14 days. She opens the page, updates her card on day 3, and is done.
What happens in turnda
- 1Something happens
- 2You find it below
- 3You read the short answer
- 4You open the page for the full steps
Packages and bills
| What happens if... | Short answer | Read |
|---|---|---|
| I want to know how billing works | One package of visits for the whole business. | Billing & packages |
| I run out of visits | The day finishes. New joins pause when the day ends, unless extra visits cover you. | Your package and visit meter |
| I need an invoice | Download it from Billing history. | Paying and invoices |
| My accountant wants the month | Download the monthly statement. | Your monthly statement |
| There is no tax on my invoice | Tax, where it applies, is shown on each invoice. | ((billing-payments-and-refunds/tax-gst-on-invoices|Tax (GST) on invoices)) |
| I want a bigger or smaller package | Monthly payers move up today. Everything else at renewal. | Changing your package |
| The price changes | You are told first. Packs you bought keep what is in them. | Price changes |
| I see two charges for my package | Moving to another package starts the new one and ends the old one, so you should see one. If you ever see two package charges for the same month, press Ask about this charge on the second one. A charge we made wrongly is refunded in full. | Ask about this charge |
| I moved to another package, what happens to my packs | Your WhatsApp and text balances and zones are kept. Extra visits you have not used stay yours while you pay for a package. | Changing your package |
Cards and payments
| What happens if... | Short answer | Read |
|---|---|---|
| I want to add or change my card | Use Card and invoices. | Adding or changing a card |
| My card expired or a payment failed | 14 days of grace with your full package, then Free. | Card expiry and failed payments |
| My bank asks me to confirm | Confirm in its window, or nothing is charged. | Bank confirmation |
| My bank refuses the payment | Ask your bank. Only it knows why. | What to check with your bank |
Add-on packs
| What happens if... | Short answer | Read |
|---|---|---|
| I switch on WhatsApp or texts | You pay the first pack. The next is bought by itself. | How automatic buying works |
| My pack is 80% used | A warning by email and a Warning in the app. | Running low |
| Only 10% is left | The next pack is bought, up to your limit. | Running low |
| I hit my limit | New visitors are no longer offered the channel until the new month or a higher limit. | Your monthly limit |
| Visits run past my package | If you chose a limit, a pack of extra visits is bought when about 10% of your visits are left. | Extra visits |
| Use suddenly jumps | Buying pauses until the owner presses Resume. | Automatic buying paused |
| I paid for the wrong zone or limit | A pack that is already paid for is not swapped or refunded for a change of mind. It stays yours until it is used. Change the zone or the limit and the new one applies to your next pack. If you were charged more than you ticked for, press Ask about this charge. | Refunds we do not make |
Refunds
| What happens if... | Short answer | Read |
|---|---|---|
| I want to know the rule | If we can't deliver what you paid for, the unused part is refunded to your card. | Our refund policy |
| WhatsApp or texts are down on our side | After 72 hours down in any 7 days the unused packs are refunded by themselves. | Refunds: when, how and how long |
| turnda stops texts for everyone | A text registration fee you paid comes back by what stage it reached. Not yet filed: in full. Filed and waiting: all but the registry's own part and the card company's fee. Already in force: the whole months left of the year, on the yearly part. | Text registration fee |
| I changed my mind | No refund. | Refunds we do not make |
| My refund came back from the bank | Send us your bank details. | A refund that bounced |
Disputes
| What happens if... | Short answer | Read |
|---|---|---|
| A charge looks wrong | Press Ask about this charge first. | Ask about this charge |
| My bank opens a dispute | No new packs. The disputed pack is on hold. | During a card dispute |
| The dispute is decided | Won: the pack comes back. Lost: the money goes to your card. | After a dispute |
| I lose a second dispute | Automatic buying stops until we talk. | A second lost dispute |
Free and closing
| What happens if... | Short answer | Read |
|---|---|---|
| My business moves to Free | Nothing is deleted. Packs are paused and kept. | Moving to Free |
| I close my account | 7 days to change your mind, then deletion. | Close your account |
| I want one story from start to finish | Follow Ana's Café. | Billing, start to finish |
What you need to do
- If you cannot find your situation, write to support from the Help page and tell us what you see.
What turnda does not cover, and who does
| Not covered by turnda | Who covers it |
|---|---|
| Your bank's side of any payment | Your bank or card company. |
| Tax advice | Your accountant. |
Common questions
| Question | Answer |
|---|---|
| Is this list complete? | It covers every page in this section. If a situation is missing, tell support. |
| Who can see these pages? | Anyone. Only the owner sees Billing in the app. |