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
Service is provided for the full annual term upon payment
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
Service is provided for the full annual term upon payment
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
Credits are applied to your next billing cycle
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
Customer responsible for return shipping costs
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
Must be requested within current billing All premium feature purchases are finalcycle
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

7.2 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
Include acEnd-of-Term: Access continues until billing cycle ends, no refunds providedcount information and reason for cancellation
Receive confirmation and final billing summary

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.