HelpSettings & accountRetention & export

Retention & export

Two data controls in one place — how long visitor details are kept before turnda deletes them automatically, and a one-click export of your account setup.

Owner (a manager can read it) Where: Settings → Data & privacy 4 min read

The retention window

Setting	Detail
Auto-delete after (days)	How long a visitor's name and contact survive after their visit.
Default	48 hours (2 days)
Range you can set	1 day to 1 year
When a change applies	Lowering it also reaches visits that have already ended and appointments already made, at the next clean-out. Raising it only applies to future visits.
Who can change it, run an export, or use the data-request tools	Owner only. A manager can open this page and read the current value.

After the window, those details are deleted for you automatically. It's a “keep only what you need” default that most businesses never have to think about.

A few other things clean themselves up on their own fixed clocks.

Fixed clocks

What	Kept for
WhatsApp conversation transcripts	30 days
The mobile number a visitor typed for text messages	Until the visit ends plus 30 days
Team chat messages	7 days
The activity log (never contains visitor details)	1 year. The Activity log page shows up to 3 months at a time: pick dates inside that range. A longer range is greyed out with “Up to 3 months at a time — pick a shorter range.”, and the From and To dates must be real dates.
An account you close yourself	Reversible for 7 days, then permanently deleted, apart from a small stub with the business name and account code (kept so the code is never given to another business) — and the sign-in record we hold for you and your team goes with it. Your contact email is erased too, unless money or a refund is still owed to you (see below). Signing up again with the same email is blocked for 6 months unless you ask us to release it. That is the whole window — export before you close. Up to 24 hours of data could be lost if our systems failed badly, because backups are taken nightly.
Backups	Taken nightly. Up to 24 hours of data could be lost if our systems failed badly. Erased data can remain in a backup for about 8 weeks. Every verified nightly backup is also copied automatically, encrypted, to a separate private store at a different supplier.

The notification bell also has its own clocks — chat previews, support replies and payment alerts each clear on their own schedule.

Exporting your data

Button	What happens
JSON	Gives you your account configuration as a JSON file — your locations, lines, counters, journeys, services, questions, priority groups, display designs and message templates. Downloads straight to your device. Its full name is “Download your account data as JSON”. Handy for your own records or a migration.
EXCEL	Gives you the same setup as an Excel workbook you can read — your locations, hours, line rules, counters, journeys and message wording, in your account's language. Downloads straight to your device. Its full name is “Download your setup as Excel”. The JSON file above is the one for a migration; this one is for reading. If you press too many downloads in a minute you are told to try again in a minute.

Button

What happens

JSON

Gives you your account configuration as a JSON file — your locations, lines, counters, journeys, services, questions, priority groups, display designs and message templates. Downloads straight to your device. Its full name is “Download your account data as JSON”. Handy for your own records or a migration.

EXCEL

Gives you the same setup as an Excel workbook you can read — your locations, hours, line rules, counters, journeys and message wording, in your account's language. Downloads straight to your device. Its full name is “Download your setup as Excel”. The JSON file above is the one for a migration; this one is for reading. If you press too many downloads in a minute you are told to try again in a minute.

What's never warehoused

Your export deliberately doesn't include visitor personal data — turnda never stockpiles it, so there's nothing to export.

That's the same principle behind the short retention window and the PII-free delivery log — hold visitor data lightly, delete it quickly.

What survives deletion, and why none of it is visitor data

What	Why it survives
A stub of the account (business name, account code, date created, terms version accepted, how you heard of us, reason for leaving)	So an account code is never given to another business.
Billing records and your monthly visit count — amounts, dates, no names or contacts	Kept even after you close your account, because tax and audit rules require it.
Our own records about the account (security log, support conversation, data-request records, a note if we warned about a second Free account)	Until each one's own clock ends.
Your contact email, only while a refund to your card might still bounce	Until the refund is settled plus 90 days, to ask for bank details.
A one-way fingerprint of a number or address that asked us to stop messaging	So we keep honouring the request.
Backups	They expire after about 8 weeks.

Need a specific visitor's data? The export is your setup, not your visitors. For one person's records, use Visitor data requests.

What is tidied up by itself

Some records are removed on their own, so nothing is kept longer than it should be.

What happens	What it means
A visit nobody touched for 24 hours	Closed automatically. Then the normal erase clock starts.
A visit left called, being served or on hold	Not closed by the 24-hour rule, because your team owns how it ends. If nobody touches it for 72 hours, the normal erase clock starts anyway, so its details can be kept up to 72 hours longer than other visits.
Leave, day changes, moves and old rosters	Removed one year after they stopped applying.
A Free account nobody uses	If for 12 months nobody signs in, no visitor joins one of its lines and no appointment is booked or checked in, we email the owner twice (30 days and 7 days before) naming the date, and then delete the account. One sign-in, one visitor joining or one appointment stops it. A paid package that ends moves the business to Free and keeps everything; this rule then applies. An account is never deleted for not paying.