Refund Policy

Effective Date: September 22, 2025
Last Updated: September 22, 2025

1. Overview

This Refund Policy outlines the terms and conditions for refunds, cancellations, and billing adjustments for Turnsapp Inc.'s ("Turnsapp") laundromat and dry-cleaning management platform and related services.

Covered Services:
  • Monthly and annual subscription plans
  • Setup and onboarding services
  • Additional user licenses
  • Premium features and add-ons
  • Professional services and training
  • Point-of-Sale (POS) hardware and equipment

2. Subscription Refunds

2.1 Monthly Subscriptions

  • No refunds are provided for monthly subscription fees
  • Service is provided immediately upon payment
  • Cancellation takes effect at the end of the current billing cycle
  • No pro-rated refunds for partial month usage

2.2 Annual Subscriptions

  • No refunds are provided for annual subscription fees
  • All annual subscription sales are final
  • Service is provided for the full annual term upon payment
  • Cancellation takes effect at the end of the annual billing cycle
  • No pro-rated refunds for unused months

2.3 Free Trial Conversions

  • Full refund available within 7 days of first charge
  • Must be requested before processing your first full billing cycle
  • Trial usage data may be retained for service improvement

3. Service Level Agreement (SLA) Credits

3.1 Uptime Guarantees

When we fail to meet our 99% uptime commitment:

1-4% below 99%: 5% monthly subscription credit
5-9% below 99%: 15% monthly subscription credit
10%+ below 99%: 25% monthly subscription credit

3.2 Credit Conditions

  • Credits must be requested within 30 days of the incident
  • Only applies to verified downtime not covered under "Excused Downtime"
  • Credits are applied to your next billing cycle
  • Maximum credit per month: 100% of monthly subscription fee

3.3 Major Service Disruptions

For extended outages exceeding 24 consecutive hours:

24-48 hours: Full daily credit + 25% bonus credit
48-72 hours: Full daily credit + 50% bonus credit
72+ hours: Full daily credit + 100% bonus credit

4. Setup and Professional Services

4.1 Onboarding Services

  • No refunds for onboarding services once initiated
  • Onboarding timeline depends on customer availability and responsiveness
  • Many customers successfully complete self-service onboarding
  • All onboarding fees are final upon payment

4.2 Training and Consultation

  • No refunds for scheduled training sessions
  • Rescheduling available with 48+ hours advance notice
  • No-show appointments are non-refundable and non-transferable

4.3 Custom Development

  • Refunds governed by separate statement of work
  • Generally non-refundable once work has commenced
  • Partial refunds may apply for undelivered milestones

5. Point-of-Sale Hardware and Equipment

5.1 New/Unopened Hardware

  • Full refund available within 15 days of delivery
  • Hardware must remain in original, unopened packaging
  • Customer responsible for return shipping costs
  • Original shipping charges are non-refundable
  • Restocking fee of 15% may apply

5.2 Opened/Used Hardware

  • No refunds available for unboxed or used hardware
  • All sales of opened hardware are final
  • Defective hardware covered under manufacturer warranty only
  • Hardware exchanges may be available within 48 hours of delivery for defective units

5.3 Hardware Warranties

  • Warranties provided by hardware manufacturers per their standard policies
  • Turnsapp facilitates warranty claims but does not provide direct hardware warranties
  • Warranty terms vary by manufacturer and product type
  • Customers receive warranty information with hardware delivery

5.4 Hardware Shipping and Handling

  • Shipping charges are non-refundable
  • Customer responsible for return shipping costs
  • Insurance and tracking provided for all hardware shipments
  • Damaged hardware claims must be reported within 48 hours of delivery

6. Add-On Services and Features

6.1 Additional User Licenses

  • No refunds for additional user licenses once activated
  • Must be requested within current billing cycle
  • Minimum billing period of one month applies

6.2 Premium Features

  • No refunds for premium feature add-ons once activated
  • All premium feature purchases are final
  • No refunds for usage-based fees (SMS, payment processing)

6.3 Third-Party Integrations

  • Refunds subject to third-party provider terms
  • Turnsapp fees are non-refundable once integration is activated
  • Third-party service fees are non-refundable

7. Non-Refundable Items

7.1 Transaction and Processing Fees

  • Payment processing fees (credit card, ACH)
  • SMS and communication charges
  • Third-party service fees (mapping, analytics)
  • Convenience and administrative fees

7.2 Usage-Based Services

  • Delivered orders and completed transactions
  • SMS notifications and automated communications
  • Payment processing for customer transactions
  • Data storage overage charges

7.3 Hardware Items

  • Opened, unboxed, or used POS hardware and equipment
  • Hardware shipping and handling charges
  • Installation and setup service fees (once service begins)
  • Hardware accessories and consumables
  • Custom hardware configurations or modifications

7.4 Policy Violations

No refunds are available for:
  • Account termination due to Terms of Service violations
  • Fraudulent activity or chargebacks
  • Accounts suspended for policy violations
  • Services used in violation of acceptable use policies

8. Cancellation Process

8.1 Customer Support Cancellation

  • Contact support at support@turnsapp.com
  • Include account information and reason for cancellation
  • Support will process within 2 business days
  • Receive confirmation and final billing summary

8.2 Immediate vs. End-of-Term

  • Immediate: Account access ends immediately, no refunds provided
  • End-of-Term: Access continues until billing cycle ends, no refunds provided
  • All cancellations result in no refunds regardless of timing

9. Refund Processing

9.1 Processing Timeline

  • Credit card refunds: 5-10 business days
  • ACH/Bank transfer refunds: 7-14 business days
  • PayPal refunds: 3-5 business days
  • Check refunds: 14-21 business days (for amounts over $500)

9.2 Refund Methods

  • Refunds processed to original payment method when possible
  • Alternative arrangements available for expired cards or closed accounts
  • Processing fees may be deducted from refund amount
  • International refunds may incur additional processing fees

9.3 Refund Confirmation

  • Email confirmation sent when refund is initiated
  • Tracking reference number provided
  • Follow-up if refund is not received within expected timeframe

10. Chargeback and Dispute Policy

10.1 Chargeback Prevention

  • Contact customer support before initiating chargebacks
  • Most billing issues can be resolved without involving banks
  • Chargebacks may result in account suspension

10.2 Dispute Resolution Process

  1. Contact Support: Email support@turnsapp.com with details
  2. Investigation: We review within 2 business days
  3. Resolution: Provide solution or explanation within 5 business days
  4. Escalation: Manager review available if needed
  5. Final Appeal: Executive review for unresolved disputes

10.3 Good Faith Effort

We commit to working with customers in good faith to resolve billing disputes before they escalate to chargebacks or legal proceedings.

11. Prorated Billing and Credits

11.1 Plan Changes

  • No refunds or credits for plan downgrades
  • Plan upgrades billed immediately for current cycle
  • All plan changes are final with no adjustments

11.2 Mid-Cycle Changes

  • User additions: Immediate billing for current cycle
  • Feature additions: Immediate billing for current cycle
  • No credits for any mid-cycle cancellations or changes

12. Special Circumstances

12.1 Technical Issues

Refunds may be considered for:

  • Data loss due to platform errors
  • Extended service unavailability
  • Feature malfunctions affecting business operations
  • Failed data migrations or imports

12.2 Business Closure

  • No refunds for any subscription fees regardless of business closure timing
  • All subscription payments are final and non-refundable
  • Data export must be completed before account closure
  • Professional services fees are non-refundable

12.3 Force Majeure

During extraordinary circumstances beyond our control:

  • Service credits for extended outages
  • Flexible payment terms available
  • Case-by-case evaluation of refund requests
  • Priority support for business continuity

13. Contact Information

For refund requests, billing questions, or disputes:

Email: support@turnsapp.com
Phone: (406) 630-4421
Support Portal: https://help.turnsapp.com/

Mailing Address:
Turnsapp Inc.
Attn: Billing Department
16192 Coastal Highway
Lewes, Delaware, 19958

Business Hours: Monday-Friday, 9:00 AM - 6:00 PM EST
Response Time: 2 business days for refund requests

14. Policy Updates

This Refund Policy may be updated periodically. Material changes will be communicated via:

  • Email notification to account holders
  • Notice in platform dashboard
  • Updated effective date in this document

Continued use of services after policy updates constitutes acceptance of revised terms.

This Refund Policy is effective as of the date listed above and applies to all Turnsapp Inc. services and subscriptions.