Terms of Service

1. Who this agreement is between

This agreement is between SKANDAN PTE. LTD. (UEN 202621966R), a private limited company incorporated in Singapore, registered at 60 Paya Lebar Road, #06-28 Paya Lebar Square, Singapore 409051 ("turnda", "we", "us"), and the business that opens an account ("you").

It is made up of these Terms, our Data Processing Agreement (which covers the personal data of your visitors and team that we handle for you) and our Privacy Policy (which explains how we handle personal data generally). You accept all three when you create an account. If they conflict, the Data Processing Agreement wins on personal data, and these Terms win on everything else.

turnda is for businesses. By creating an account you confirm that you are acting for a business, not as a private consumer, that you are at least 18, and that you have authority to bind the business you name.

2. What turnda does

turnda lets you run a queue, a waitlist and simple same-day bookings. Your visitors join by scanning a code, opening a link, using a tablet at your entrance, or (where you switch it on) by sending a WhatsApp message. They wait wherever they like and are told when it is their turn through:

• a free tracking link — their own page showing their place, which works for the day of their visit;
• the screen in your premises, if you set one up; and
• a WhatsApp or email message, where available (see section 10).

turnda runs in a web browser and can be installed to a phone's home screen. There is no app to download from an app store, and there is no SMS.

3. Your account

• Signing in. Owners and managers sign in with a link sent to their email address or with their Google account. Managers and staff can also sign in with a username and a PIN they choose. There are no passwords. You must keep sign-in emails, Google accounts, PINs and recovery codes secure, and tell us at once at security@turnda.com if you think someone else has used them.
• Your team. You decide who joins your account and what they can do. You are responsible for everything done in your account by the people you let in. When you remove someone, their sign-in stops working, and the next time their open turnda page checks in it signs them out and clears the business data it was holding in that browser. What stays and what goes: their sign-in email and PIN are cleared and their devices are signed out, but what they did in turnda stays in the account's activity log and on past visits, because the account's history needs it. A removed team member can be brought back for 30 days, from the Removed people list; they come back with the same role and places, but not with their old sign-in — they are given a new one-time setup code, like a new invitation. After 30 days they are no longer offered back, and you invite them again.
• Changing the owner's sign-in email. When an owner's sign-in email is changed from the app, the change takes effect only after it is confirmed from the new address. Until then the old address keeps working, and the old address is told that a change was asked for.
• Handing the business to someone else. The owner can hand the business to one of its managers, for example when the business is sold. The manager confirms from a link sent to their own email and, before anything changes, accepts these Terms and the Data Processing Agreement for the business themselves. From that moment they are the owner and answer for the account under this agreement; the previous owner stays on as a manager unless the new owner removes them. The subscription and its billing date carry on unchanged, the previous owner's saved cards are removed from the account's billing, and the new owner adds their own card. Charges made before the hand-over stay as they were. The hand-over is recorded in the account's activity log. Using this feature is our written agreement to the transfer (section 17).
• If the owner loses access. If an owner has lost both their sign-in email and their recovery codes, write to support@turnda.com. We restore access only after checking identity against details only the real owner should have — for example the card on file and the business's details. We may ask for more, and we will refuse if we are not satisfied. Every restoration is recorded. Keep your recovery codes safe: this check takes time, and it exists so that nobody else can talk their way into your account. When we restore access we move the owner's sign-in to the new email address, cancel the old recovery codes and sign the owner out everywhere, cancel any hand-over still waiting for an answer, and remove any other person with owner access whom the owner does not confirm (the owner can invite them back). We cannot restore access for a business that has no card on file, because the card is the one thing a stranger cannot know; in that case the owner starts a new account.
• Accurate details. You must give us accurate information and keep it up to date, including a working email address. We send notices about billing, closing and changes to these Terms to the account's email addresses.

4. Packages, visits, price and tax

4.1 What a business is, and one Free account per business

• A business is one company, trader or other owner that runs turnda, together with all the locations, lines, counters, team members and screens it runs on turnda. Your package, your visits and your subscription belong to the business, not to a single location.
• One business, one Free account. A business may hold only one account on the Free package. Opening more Free accounts for the same business, for example to collect more free visits, is not allowed (section 8). If we think a business has more than one, we email you first and wait 14 days for your reply. We may then close the extra account by hand. We never close an account automatically for this reason.

4.2 What a visit is

• A visit is one person's, or one party's, whole trip through your queue. It is counted once, at its first Call (the moment your team calls that person forward), however many lines, counters or stops it passes through afterwards.
• A Call that your team undoes within a minute is not counted. Calling the same visit again (a recall), moving it to another line or counter (a transfer), and sending it on to extra stops never add to the count.
• People who join and are never called are never counted.

4.3 Packages and the visit allowance

• turnda is sold in four packages: Free, Core, Plus and Max. The price of each package, and its visit allowance and email allowance, are the ones shown on turnda.com/pricing and at sign-up at the time you subscribe. They are set by us and can change; a change reaches an existing subscription at its next renewal (section 5.8).
• The allowance is shared by the whole business, across all its locations. Locations, lines, counters, team members and screens are unlimited, and every module is in every package.
• Unused visits expire at the end of each billing month. They do not carry over. For a Free account the billing month runs from the day you signed up.
• Free needs no card. There is no trial and no other free period: Free is limited by visits, not by time.
• One price worldwide. Prices are in US dollars and do not change by country.
• Only turnda can give a package for free (for example to a partner or for a demo). A business cannot grant itself one.

4.4 Extra visits

• A business on a paid package can buy extra visits in packs once it reaches its allowance. The size and price of a pack are shown on turnda.com/pricing. The owner chooses in Billing how many packs may be bought in a month, including none. A pack is bought only when the business reaches its limit and the owner has allowed it, and it is charged to the card on file. The Free package cannot buy packs.
• Extra visits expire at the end of the billing month with all other visits. A pack also adds to the email allowance (section 10.3).

4.5 Paying yearly

• You can pay for a package yearly instead of monthly. The yearly price is lower than twelve monthly prices and is shown on turnda.com/pricing and at sign-up. The visit allowance applies to each month of the year. A yearly subscription is not refunded if you cancel; it runs to the end of the year (section 5.4).

4.6 What happens when you reach the limit

• When a business has used its allowance, and any extra packs it has allowed, the day is finished: everyone already waiting is served, and the tracking link and your screens keep working.
• New joins then pause at each location from that location's next local midnight until the next billing month starts or the business moves to a bigger package or buys extra visits. This covers people who join by QR code or link and walk-ins that your team adds by hand.
• Visitors see a short, neutral notice that the place is not taking new visitors right now.

4.7 Currency and tax

• Prices are in US dollars. If your card is in another currency, your bank may convert the amount and charge its own fee.
• Prices do not include sales tax, VAT or GST. Tax is added on top where the law requires it, and is worked out and collected by our payment service (Stripe) when you pay. You can enter a tax number at checkout. If the law of your country requires you to account for the tax yourself (for example under a "reverse charge" rule), you are responsible for doing so.

5. Billing, changing package, cancelling and closing

5.1 The Free package, and no trial

• Every business starts on the Free package, with no card. There is no free trial: you stay on Free for as long as you like, within its visit and email allowances, and you can subscribe to a paid package at any time.
• Free is one account per business (section 4.1).

5.2 Changing package

• Upgrading takes effect today. The new package starts today at its full price with a fresh visit allowance, and today becomes your billing day. We do not prorate: nothing is credited for the part of an earlier period you did not use.
• Downgrading, and switching between monthly and yearly, take effect at your next renewal.
• Adding or deleting a location does not change what you pay. Your price depends on your package, not on the number of locations.

5.3 Paying, and what happens if a payment fails

• We charge your card automatically each period through Stripe. Card details go straight to Stripe. We never receive or store a card number.
• If a payment fails, you keep your package for a grace period, currently 14 days, and we email you during it. If the payment is still not fixed when the grace period ends, the business moves to the Free package and its allowances. Your queue is never switched off. Update your card and you can subscribe again.

5.4 Cancelling

• You can cancel at any time from the Billing page. Cancelling stops the next renewal. The period you have already paid for, monthly or yearly, runs to its end and is not refunded, and the business then moves to the Free package.
• Deleting a location removes it from your account straight away and does not change your bill. Visits already counted for it stay counted. Deleting a location is all-or-nothing: the location and its lines are deleted together, or, if anything in it cannot be deleted, nothing is deleted and we tell you what is stopping it.

5.5 Closing your account

Only the account owner can close the account.

• What happens at once: every line stops taking new visitors (people already waiting are still served), and every renewal is switched off so you are not charged again.
• 7 days to change your mind: you can reverse the closure from inside the account for 7 days.
• After 7 days your subscriptions end and your account's data is permanently deleted. It cannot be recovered. The part of a period already paid for is not refunded.
• The count of your business's visits is kept after the account is closed, for as long as invoices and audits need it. It holds numbers only, not visitors' details.
• Before you close, take what you want to keep: your setup exports as a file at any time, and every report downloads as CSV, Excel or PDF. Individual visit records are not in the export, because visitor details are deleted on the schedule you set (section 9).
• What survives deletion is listed in our Privacy Policy.

5.6 If a paid subscription ends

If you cancel and the paid period runs out, or a payment is not fixed within the grace period, the business moves to the Free package. Nothing is charged and nothing is deleted. You can subscribe again at any time without redoing your setup. If the business does not return, the account is permanently deleted 90 days after the account lapsed, as our Privacy Policy sets out, and we email you before that happens.

5.7 Refunds

We do not refund a package, a yearly subscription or extra visits, including when you cancel, change package or close your account. We do refund a genuine billing error, such as a double charge or a wrong amount, and we refund the unused part of a paid period in two cases: if we stop offering turnda (section 12), and if you close your account because of a new sub-processor you objected to (Data Processing Agreement, section 7).

5.8 Price and package changes

We will give you at least 30 days' notice of a price change, by email and in the app. A change to prices or allowances reaches an existing subscription at its next renewal after the notice period ends, never in the middle of a period you have paid for. If you do not accept it, you can cancel before then and you will not be charged the new price.

5.9 Resellers

Some businesses sign up through a reseller. A reseller is paid by turnda out of what the business pays turnda; it does not change what the business pays, and the reseller has no access to the business's account or data.

6. Who owns what

• You own your data. Everything you and your visitors put into turnda — your setup, your queue records, your visitors' details — stays yours. We do not become its owner by holding it.
• We own turnda. The software, its design, its name and its brand stay ours. While your account is active you have a non-exclusive, non-transferable right to use turnda for your own business.
• The permission you give us is only what we need to run turnda for you: to store, process, transmit and display your data so the service works, to keep backups, and to fix problems you report. Nothing wider.
• Counts about how turnda is used. We keep counts such as how many visits, bookings and messages each location handles, and how the service performs. We use them only to run, secure, cost and improve turnda and to plan its capacity. They are never sold, never published in a way that identifies you or a visitor, and never used to make predictions for another business (section 7).
• Your branding. You confirm you have the right to use any name, logo, picture or video you add.
• Feedback you give us, we may use to improve turnda, with no obligation to you.

7. Artificial intelligence — a commitment

• We do not send your data or your visitors' data to any outside artificial-intelligence service. No such service is connected to turnda.
• We do not use your data or your visitors' data to train any shared or general-purpose model, ours or anyone else's.
• We do not sell or license your data to anyone, for artificial-intelligence training or for any other purpose.

turnda predicts wait times, busy periods and the chance of a no-show. Those predictions are ordinary statistics worked out from your own past visits and used only for you. Your data does not shape another business's predictions.

We will not change this section without your agreement, and it continues to bind anyone who takes over turnda or this agreement.

8. What you must not do

You must not use turnda to:

• break any law, including data-protection, consumer and anti-spam law;
• collect personal data you have no proper reason or legal basis to collect;
• send advertising through the queue messages — they are service messages only (the review request in section 10.4 is the one exception, and it is yours to send lawfully);
• harass, threaten or mislead anyone, or pretend to be someone else;
• upload anything you have no right to use, or anything unlawful;
• break, overload, probe or reverse-engineer the service, or get around its limits;
• open more than one Free account for the same business (section 4.1);
• resell turnda or present it as your own product; or
• break the WhatsApp Business Policy or Meta's terms when your visitors message the turnda WhatsApp number.

You are responsible for what you ask your visitors for. Every visitor field — name, phone, email, party size, what they came for, vehicle, a note — is a switch you control. Ask only for what you need. Do not put health, religious, financial or identity-document details into notes or flags unless the law allows you to.

9. Your visitors' data

For your visitors' personal data you are in charge and we act on your instructions. You decide what is collected and how long it is kept — anywhere from 24 hours to 1 year, and 48 hours unless you change it. We hold it, protect it and delete it on your schedule. The Data Processing Agreement sets this out in full and forms part of this agreement.

Correcting a visitor's contact. Your team can correct a visitor's or a booking's email address or WhatsApp number, for example when it was mistyped. The earlier contact is kept with that visit so your activity log shows what changed, and it is erased at the same time as the rest of that visitor's details — when your retention window ends, or sooner if the visitor's data is erased on request.

You must tell your visitors who you are and how you use their details, as the privacy law that applies to you requires. Our join, booking and kiosk pages show your business name and link to our Privacy Policy, which explains our part. Write your own short notice in each branch's settings and turnda shows it under ours on the join, booking, WhatsApp and kiosk pages; making it accurate and complete is your responsibility.

10. Messages to your visitors

10.1 What is always there

The tracking link and the screen in your premises are free, unlimited, and do not depend on WhatsApp or email. A message is an extra on top of them, never a replacement.

10.2 WhatsApp

• turnda sends WhatsApp messages from one turnda number shared by every business on turnda, not from a number of your own.
• We can only message a visitor on WhatsApp after the visitor has messaged that number (for example by scanning your WhatsApp join code, or by tapping the button on their tracking page), and only within WhatsApp's 24-hour reply window. If there is no open window, no WhatsApp message is sent and the visitor keeps the tracking link and the screen.
• WhatsApp messages cost you nothing per message, and there is no cap on how many your locations send (see 10.6, fair use).
• If a visitor replies STOP, we stop sending them WhatsApp messages from every business using turnda, because the number is shared. They can reply JOIN to turn messages back on.

10.3 Email

Every email carries a one-click unsubscribe. A visitor who unsubscribes stops receiving email about their visits from every business on turnda. There is no per-message fee. Each package includes a monthly email allowance for the whole business, shown on turnda.com/pricing; extra visits (section 4.4) add to it. When the business has used it, emails stop until the next billing month or until it moves to a bigger package; WhatsApp, the tracking link and your screen keep working (see 10.6, fair use).

10.4 The review request

It is off for every new location. If you switch it on and add a review link for a location, turnda emails your visitor once after their visit asking them to review your business — by email only, at most once per visit, and not again to the same visitor within the cooldown you set (30 days unless you change it). This is a marketing message sent for you. You are responsible for making sure you are allowed to send it under the law that applies to you and your visitors (some countries require the visitor's prior agreement). Leave it switched off if you are not sure.

10.5 Delivery is best effort

WhatsApp and email depend on outside companies. We do not promise that any message arrives, or arrives on time.

10.6 Fair use

WhatsApp and email updates are included in your package, with no per-message fees, because a queue only ever messages the people who are in it. Email is limited by your package's monthly allowance (section 10.3). That depends on ordinary use: messages to your own visitors about their own visit. If a location's sending is far outside what a queue could normally produce, for example messages to people who are not waiting, or automated bulk sending, we may contact you, slow or pause that location's sending, and, if it continues, act under section 12.

11. Availability, backups and data loss

• We do not offer a service level. There is no uptime commitment, no availability target and no service credit. We aim to keep turnda running and to fix problems quickly, and we may pause it briefly for maintenance.
• Backups and what could be lost. We back up your data once a night. If our systems failed badly, we would restore the most recent nightly backup, so up to 24 hours of data could be lost.
• Keep your own copy of anything you could not afford to lose — use the setup export and the reports (section 5.5).
• Estimates are estimates. Wait times, busy-time forecasts and the chance of a no-show are worked out from past visits. They can be wrong, and you should not rely on them for anything where a wrong guess would cause harm.

12. Suspending or ending your use

• You can end this agreement at any time by closing your account (section 5.5).
• We may suspend an account, a location or a feature at once if you break section 8, or if we must do so to protect visitors, other businesses, turnda or the law. Where we can, we tell you first and give you a chance to put it right.
• A failed payment does not suspend you. If it is not fixed within the grace period, the business moves to the Free package (section 5.3). If a business holds more than one Free account, we may close the extra one after the notice in section 4.1.
• We may end this agreement if you seriously or repeatedly break it. We may also stop offering turnda altogether; if we do, we will give you at least 30 days' notice and a chance to export your data, and we will refund the unused part of any month you have already paid for.

13. Limits on our liability

13.1 What we are responsible for. We will provide turnda with reasonable care and skill. This section limits what we must pay if we fall short; it does not reduce that duty. Apart from what this agreement says, and to the extent the law allows, we make no other promises about turnda — for example that it will be free of faults, will never be interrupted, or will suit a purpose we were not told about.

13.2 The cap. Except for the matters in 13.4, our total liability to you for all claims arising in any 12-month period — in contract, in negligence or any other tort, for breach of statutory duty, under the Data Processing Agreement, or otherwise — will not exceed the total fees you paid us in the 12 months immediately before the event that caused the claim. If the event happens before you have paid us anything, for example while you are on the Free package, our total liability for it will not exceed US$500.

13.3 What we are not liable for. Subject to 13.4, we are not liable for indirect, special, incidental or consequential loss; loss of profit, revenue, business, goodwill, expected savings or opportunity; or loss or corruption of data to the extent it results from your own act or omission, your choice of retention settings, or the loss of up to 24 hours of data described in section 11.

13.4 What is not capped or excluded. Nothing in this agreement limits our liability for death or personal injury caused by our negligence; for fraud or fraudulent misrepresentation; for anything that cannot be limited under Singapore law or under any law of your own country that applies to you and cannot be contracted out of. A claim about personal data, including a breach of the Data Processing Agreement, is covered by the cap in 13.2 like any other claim.

13.5 Time limit. A claim must be brought within 12 months of the date you became aware, or should reasonably have become aware, of the facts that give rise to it.

14. Your responsibility to us

You will cover our losses and reasonable costs from any claim brought against us by a third party (including a visitor or a regulator) that arises from:

• your collection or use of visitor data in breach of the law — for example asking visitors for details you have no proper basis to collect, recording health details in a note without a legal basis, or sending the review request where the law does not allow it;
• your breach of section 8; or
• any name, logo, picture, video or other content you put into turnda that you had no right to use.

This does not apply to the extent the claim was caused by our own breach of this agreement or our own negligence.

15. Changes to this agreement

• We will give you at least 30 days' notice by email and in the app before a change to these Terms, the Privacy Policy or the Data Processing Agreement that affects you takes effect. If you do not accept it, you can close your account or cancel before it takes effect. If you keep using turnda after it takes effect, the new version applies to you.
• A change that only corrects a mistake, or that is in your favour, may take effect when we publish it.
• A change we must make sooner because of a law, a regulator, a supplier's rule or a security problem may take effect sooner; we will tell you as early as we can and explain why.
• Each version carries its date. We keep a record of the version your account accepted.

16. Governing law and disputes

• Singapore law governs this agreement and any dispute about it, without regard to conflict-of-laws rules.
• The courts of Singapore have exclusive jurisdiction.
• Talk first. Before going to court we will each raise the dispute in writing and try in good faith to settle it within 30 days. This does not stop either of us asking a court for urgent relief.
• Local law that cannot be overridden still applies. If the law of your country gives you rights that cannot be contracted out of, or requires a dispute to be heard there, nothing in this section takes those rights away.
• The United Nations Convention on Contracts for the International Sale of Goods does not apply.

17. General

• Whole agreement. This agreement (these Terms, the Data Processing Agreement and the Privacy Policy) is the whole agreement between us about turnda.
• Transfer. You may not transfer this agreement without our written agreement. The owner hand-over in section 3 is that agreement: when the new owner accepts these Terms and the Data Processing Agreement, the agreement continues with the business they act for. We may transfer it to a company that takes over turnda; the commitments in section 7 and in the Data Processing Agreement go with it.
• Events outside our control. We are not responsible for a failure or delay caused by something outside our reasonable control, such as an outage at a supplier, a network failure, or an act of government.
• If one part fails. If a court finds part of this agreement unenforceable, the rest still applies.
• No waiver. If we do not enforce a right straight away, we have not given it up.
• Notices. We send notices to the email addresses on your account. You send notices to legal@turnda.com.
• Not legal advice. Nothing turnda says — in this agreement, in the app or in the Help Centre — is legal advice to you about your own duties, for example what your visitors must be told. If you are not sure, ask a qualified adviser in your country.

18. Contact

• About this agreement: legal@turnda.com
• Help with turnda: support@turnda.com — we reply within two working days.
• Security problems: security@turnda.com