Turny — Terms of Service

1. Who provides Turny and what these Terms cover

Turny is a software platform for organizing service queues, issuing and tracking tickets, managing organizational workflows, and enabling supported payments and marketing/referral functions.

Service operator: Ahmed Hafez Taha Eliwa, acting in a personal capacity, not an incorporated company. Correspondence address: 3 Ebad El Rahman Street, off El Sharee El Gedid, Shubra El Kheima, Qalyubia, Egypt. "Turny" is the brand name, not a separate incorporated legal person.

These Terms are intended to govern use of Turny's supported interfaces, including its customer application, administration dashboard, associated website, APIs and related services. Specific role-based, payment, acquisition or commission terms displayed or accepted separately may supplement these Terms. A separately executed written agreement prevails to the extent it explicitly addresses a conflicting commercial point, subject to mandatory law.

2. Roles and service relationships

Turny supports different types of users:

Registered Customers: people with an authenticated customer account who may view organizations/queues, obtain supported tickets and use a prepaid customer wallet where available.
Guest Customers: people using a limited guest identity or ticket-tracking experience without a full registered customer account.
Organizations: independently operated businesses or service providers approved to use Turny to administer their queues and serve their visitors.
Organization Administrators and Staff: authorized individuals using an organization's account and operational permissions.
Marketers: individuals admitted to the marketing/referral program under its eligibility, attribution and commission rules.
Turny administrators: the operator's authorized staff who manage the platform and its approvals.

Important distinction: Turny supplies queue-management technology. An organization remains responsible for the actual goods, services, appointments, qualifications, opening hours and on-site treatment it offers, as well as its own legal duties. Using a Turny ticket does not itself form a guarantee that the organization will deliver a service at a particular time or quality level. Nothing here removes rights a customer has against the service provider or under mandatory consumer law.

Turny currently targets ordinary, general-service activities; availability to regulated, medical, financial, governmental or similarly sensitive activities must be evaluated separately, not assumed.

3. Eligibility, registration and verification

Registered and Guest Customers must be at least 18 years old. They must supply accurate required information and complete supported age/identity checks. A supported Google sign-in flow may require additional profile information, including date of birth, because a third-party sign-in does not establish age.

Other account holders must have the legal authority and capacity required for their role. An Organization Administrator represents that they have authority to act for the relevant organization; staff and marketers must use the accounts and privileges actually granted to them.

Users must protect passwords, verification codes, access tokens, and devices. Account sharing, impersonation, and use of another person's account or ticket without permission are prohibited. Notify the operator using the verified support channel if you believe your account has been compromised.

Registration or submission of an organization does not guarantee approval or activation. Verification, security checks, review, approval and activation may be required before use of operational functionality.

4. Platform availability and acceptable use

Users agree not to:

manipulate queue positions, ticket ownership, wallet balances, payment statuses, commissions or other operational records;
automate abusive requests, bypass rate limits, scrape protected information, or interfere with platform availability;
upload unlawful or malicious material, including issue-report screenshots that they are not entitled to share;
access another organization, account or customer data without authorization;
use Turny to offer unlawful services or to misrepresent availability, prices, qualifications, or affiliations;
reverse-engineer or resell access in a manner prohibited by law or an applicable signed agreement.

Queues and tickets may be affected by queue opening, booking suspension, pausing, staff action, network conditions, or operational interruptions. Estimated positions, queue counts, notifications and waiting times are informational, may change, and are not guaranteed arrival or service times.

The operator may implement reasonable security measures or restrict access to prevent fraud, abuse, immediate risk or violations, consistent with applicable law and any required notices or remedies.

5. Queue and ticket operation

A Registered Customer may cancel a ticket associated with their account while it is Waiting, after confirming in the app. Cancelling a ticket will not refund its booking fee. Its status becomes Cancelled, it leaves the waiting line, the queue is updated and the organization sees the cancellation. This action is unavailable for a ticket already being served or a ticket a Guest follows using a public code. Voluntary cancellation creates no fee refund or reversal of recorded commissions. Mandatory correction and refund rights described in section 6 remain protected.

Organizations control their operational queues and authorized staff actions within Turny's configured rules. Tickets may be created by staff or, where enabled, by customers. Ticket types and supported states include Waiting, Serving, Served, Skipped and Cancelled; some actions may not be available at every state.

A queue ticket is a digital queue position or operational reference, not automatically a contractual appointment, admission guarantee, or separate purchase of the organization's underlying service.

The holder should check the current queue state and follow reasonable instructions from the organization. Depending on the workflow, authorized staff can skip, reinsert, convert, cancel, or otherwise manage tickets subject to platform rules. Voluntary ticket cancellation or a completed eligible ticket charge does not ordinarily trigger a Turny refund or reversal. An unsettled or failed wallet top-up for which money was actually collected must be investigated and returned or corrected as appropriate; erroneous, unauthorized or duplicate debits must be corrected as required by law. This policy does not exclude mandatory consumer remedies where a service is defective, not delivered, or otherwise protected by law.

Guests can track tickets using their public codes. Their tracked list is stored locally and restored when the app reopens on the same device; tracking does not associate a ticket with the Guest identity on the server.

6. Customer prepaid wallet and payments

Where enabled, a Registered Customer may add prepaid value to their Turny customer wallet through a supported payment method provided by Paymob, the only electronic payment provider currently used, and use the balance for eligible Turny ticket-related charges. Guest accounts do not have this customer-wallet flow.

The wallet is a restricted-purpose prepaid product balance under the intended product model; it is not represented here as a bank deposit, independent payment account, investment, or transferable currency.
The actual top-up amount, currency, applicable processing information and charged ticket price must be disclosed at the transaction interface before confirmation. These Terms do not fix permanent prices.
Payment requests can remain pending or fail; wallet credit depends on authoritative payment confirmation. An initiated payment alone does not guarantee a credit.
A customer's own supported ticket booking may debit the customer wallet. A staff-issued ticket may be charged to the organization's wallet instead; the organization cannot assume authority to debit a customer's wallet merely by issuing a staff ticket.
Transaction records and any legally required reconciliation history may be retained after account closure in accordance with law and the Privacy Policy.
Report incorrect, duplicate or unauthorized transactions, or money collected without a completed top-up, to support@turn-y.com. Turny's administrators review the issue with the payment provider and communicate the outcome and appropriate resolution within applicable legal time limits and rights.

No voluntary refunds of successfully completed wallet top-ups: a completed and correctly credited top-up, including any unused credit, is not eligible for discretionary cash refunds merely because the customer changes their mind or cancels a ticket. Exception: if a top-up is pending, unsuccessful or otherwise not properly completed and money was collected, the payment must be traced and, where appropriate, reversed/refunded or properly credited after reconciliation. A transaction that is merely pending does not automatically mean money was collected or that a refund is already due. Duplicate, incorrect or unauthorized collections must also be corrected as applicable. Mandatory payment, consumer and other statutory rights always prevail. This preference does not authorize wallet-balance forfeiture upon account deletion; section 11 explains current balance handling. No withdrawal or wallet-to-wallet transfer functionality is promised unless separately offered and legally permitted.

7. Organization accounts, pricing and organization wallet

An organization may register or be invited through the supported process, complete identity/contact verification and await Turny approval. The operator may approve, reject or deactivate organization access using applicable criteria and subject to law and any separately agreed contract.

Organization Administrators are responsible for maintaining accurate organizational information, granting and removing staff access, their staff's authorized platform activities, lawful handling of visitor information, and informing visitors of applicable service and price conditions.

Turny may charge organizations for eligible ticket issuance and other explicitly offered services. Depending on the configured workflow, an organization's wallet may be debited for staff-issued tickets and credited with its share of supported customer-paid ticket charges. Charges, price settings and any approved negotiated terms are determined by the applicable in-product configuration or separately accepted commercial agreement, not by a permanent amount stated here.

The same no discretionary refund for a successfully settled top-up commercial preference is intended for organization wallets, subject to the applicable organization agreement and mandatory law. Pending/failed charges where money was taken, incorrect/duplicate debits and legally required settlements must be reconciled and resolved. A wallet balance does not create a general right to transfer, cash withdrawal or forfeiture. No payment or fee can override mandatory law. Pricing changes should be communicated before they apply to future transactions; earned commissions and completed historical transactions must not be silently rewritten.

Organizations currently have no option to close or delete their own accounts. Authorized platform administration activates or deactivates organization operations. Deactivation does not delete the organization account or wallet, change its balance, or automatically initiate a withdrawal or refund; it does not by itself extinguish existing financial rights or obligations.

8. Marketer and referral program

Marketers may join through supported registration, referral or invitation paths, subject to acceptance, verification and activation. The applicable rate, acquisition conditions, duration and withdrawal minimum are shown in the marketer's account and applicable settings; these Terms do not fix one permanent rate or amount for every marketer.

Commissions

Eligible Guest and Registered Customer tickets linked to an approved acquired organization earn commission while the organization and marketer are active and within the eligibility window. Internal tickets do not qualify.
Commission equals the organization's per-ticket cost at booking × the marketer's rate applicable at that time, rounded to two decimal places. Values recorded when earned are preserved.
An organization's commission window begins with its first eligible ticket, using the duration fixed at acquisition approval. New accrual stops while the organization or marketer is inactive, but the window continues to elapse; reactivation does not retrospectively create commission for the inactive period.
Rate/settings changes apply to future activity subject to applicable rules and notices. A later rate change alone does not recalculate validly recorded past commissions.
Registration, invitations or introductions alone do not guarantee commission. Deactivation alone does not extinguish rights to earned amounts.

Referral rewards

One reward per referred marketer is earned when program conditions are met, based on the first qualifying paid top-up by an approved organization acquired by that marketer. The rate and cap applicable when earned determine the reward; it is not an ongoing share of the referred marketer's earnings or a multi-level reward. Later settings changes do not rewrite a valid earlier reward.

Withdrawal requests and payment

A request requires an active marketer account, complete and accurate payout details, sufficient available funds and the minimum shown at submission. Payment uses the bank account recorded in the payout details when the request is submitted.
The requested amount is reserved from available funds pending review. The marketer may cancel a request before administrative action is taken. Cancellation or rejection releases the amount back to available funds, and a rejection reason is provided.
Turny reviews an eligible withdrawal request and pays the approved amount within 5 business days of submission, including review, approval and payment.
Turny covers transfer fees and does not deduct them from the approved withdrawal amount.
Approval alone does not establish payment; the request status is updated after payment is documented. Marketers must supply accurate payout details and contact support about errors or disputes.
Applicable tax and accounting duties remain subject to law.

9. Offers, promotional codes and changes in prices

A displayed campaign, promotion, discount or referral offer applies only when its eligibility, duration, availability, organization and payment conditions are met. Promotions may expire or have limited capacity and cannot be combined unless expressly stated.

The applicable price and benefit must be shown or otherwise agreed at the relevant transaction. The operator and participating organizations may change future prices or promotions in accordance with existing contracts and applicable law, without retrospectively altering completed charges or earned amounts.

10. Customer account deletion and consequences for tickets

A Registered Customer may request deletion through the supported authenticated application flow, following identity verification and final confirmation. Eligible direct personal fields are removed or replaced, while limited records and internal identifiers may remain for reconciliation, legal duties or claims subject to a lawful purpose and duration. This does not mean all remaining records are anonymous. The Privacy Policy describes retained data. Registration after deletion creates a new account without restoring or relinking the deleted account and its history.

A Registered Customer's Waiting or Serving ticket does not block account deletion. On successful deletion, associated active tickets become Skipped and the queue is updated under its operating rules; the customer loses use of those tickets.

The app offers Guests neither Guest data deletion nor clearing their session. Organization-issued tickets remain independent of the locally tracked list and are not associated with the Guest identity. Tracking a public code does not grant authority to change or erase an organization's ticket records. Data-rights requests remain subject to verification and assessment under the Privacy Policy.

If the deletion flow is inaccessible, including because of the age-verification screen, contact privacy@turn-y.com for review following identity verification. You may also request deletion through Turny's website account-deletion request page, subject to identity verification before action.

11. Remaining balance when requesting Customer account deletion

When a Registered Customer requests account deletion, the app displays any remaining positive balance and clearly warns that it will be permanently lost. Separate, express confirmation of forfeiting the displayed amount is required; general acceptance of these Terms is insufficient. If the balance changes, the new amount must be reviewed and confirmed again.

After identity verification, amount verification and final confirmation, the wallet is set to zero, a debit for account-deletion forfeiture is recorded, and account deletion completes in the same transaction. This does not initiate a discretionary cash refund, and financial records are retained. Mandatory rights and correction of incorrect, duplicate or unauthorized payments under section 6 remain protected.

Pending or unresolved payments remain a separate blocker to completed deletion. A rights request does not automatically cancel a payment or erase financial records that must be retained. Contact support@turn-y.com about balances or payments and privacy@turn-y.com about data rights.

12. Privacy, data access and issue reports

The platform necessarily processes account, queue, ticket, wallet and related operational information. Its collection, uses, sharing, retention, security, international data flows, and deletion are governed by the separate Privacy Policy.

Organizations and their authorized staff may access relevant visitor and queue information for legitimate service delivery and administration, subject to appropriate authorization and privacy obligations. Users should not put unnecessary sensitive information into names, ticket notes, reports or screenshots. A user submitting an issue report confirms they are authorized to share its content for the support purpose.

A Terms of Service acceptance is not blanket consent for processing that legally requires separate notice or consent.

13. Intellectual property and feedback

Turny and its software, brand assets and platform content belong to their respective rights holders. A user receives only a limited, revocable right to access the available functionality during authorized use; no source code, trademark, proprietary data or other ownership is transferred.

Users retain rights in content they lawfully submit, while granting the operator only the limited permissions reasonably needed to host, process and display it to provide support and platform functions, subject to the Privacy Policy and law.

Feedback may be used to improve the product, but confidential or personal information must be handled according to applicable rights and obligations.

14. Service changes, suspension and termination

Functionality can be changed, maintained or suspended for operational, security or legal reasons. Material changes to contracted prices, user rights or these Terms should be disclosed with reasonable notice and, where required, fresh acceptance. Publishing an updated version does not replace express acceptance where it is required.

Registered Customers and Guests may request account deletion under section 10. Organizations have no self-service account-closure or deletion option; activation and deactivation of their operations follow section 7. The operator may restrict accounts for genuine misconduct, security or legal requirements, while preserving lawful payment, data access, dispute and notice rights. Handling balances, commissions or obligations when taking an administrative action concerning an organization or marketer remains subject to applicable approved commercial terms and lawful accounting processes.

15. Disclaimers and limitation of liability

Turny aims to provide a functional queue-management service, but uninterrupted operation, absolute security, and an exact waiting or service time cannot be guaranteed. External telecommunications networks, service organizations, and payment processors can affect performance.

Nothing in these Terms excludes or limits fraud, wilful misconduct, rights or liabilities that cannot lawfully be excluded, or remedies that mandatory Egyptian consumer or other applicable law preserves.

16. Complaints, disputes and governing law

Contact support@turn-y.com about accounts, payments or service issues and privacy@turn-y.com about privacy or deletion, providing information needed for verification and investigation. Turny's administrators handle requests under the operator's responsibility, following applicable legal procedures and time limits.

Correspondence address: 3 Ebad El Rahman Street, off El Sharee El Gedid, Shubra El Kheima, Qalyubia, Egypt.

Complaints about an organization's underlying services may be raised with that organization without limiting consumer rights or Turny's responsibility for its own services. These Terms are governed by applicable Egyptian law, while respecting mandatory rules and rights in any other market where the service is available. Disputes are addressed by competent authorities and courts under applicable jurisdiction rules. Contacting support does not prevent access to competent regulators or courts.

17. Language, updates and notices

The Arabic and English versions reflect the same rules. Arabic prevails if interpretation differs, subject to applicable law and non-waivable rights.

Turny notifies users of material changes to these Terms through their registered email, where available for the account, and an in-app or administration-dashboard notice, according to their service channel. The change and effective date are explained, with renewed acceptance where required by law or agreement. Publication alone does not establish express acceptance where it is required.

Published Terms carry a clear version and effective information. Previous versions associated with user acceptance are preserved.