Frequently asked questions

About Tornaly

What do I get with Tornaly?

Three products on one system: a website, online booking with your client list, and an AI front desk. They share one calendar and one price list, so change a price once and it updates everywhere. See What it is.

Is there a free plan?

Yes. Free gives you a website on yourname.tornaly.site and a booking page for one person, with email reminders. Every new business also gets a 30-day free trial of Front Desk, with no card. See Plans & pricing.

What happens when the trial ends?

You pick a plan, or you move to Free automatically. Your website stays online and nothing is deleted. See When the trial ends.

Do you take a commission?

No. We never charge per client or per booking, and there’s no marketplace fee. Deposits go straight to your own Stripe account.

Website

Do I need Tornaly booking to use the website?

No. Each website picks its booking button: Tornaly booking, a link to your Booksy, Fresha or Square page, or no button. See Booking button.

Can I use my own domain?

Yes, on any paid plan, starting with Website (CA$25 / US$19 a month). You connect a domain you own with a few DNS records. See Domains.

Can the AI change my prices?

No. Prices come from your services in booking, so your site always matches your calendar. The AI changes design, text, sections and pages. See Editing with AI.

The AI front desk

Will it make up prices or times?

No. Times come only from your calendar, and every price and time in a reply is checked against your settings before it is sent. A reply that fails the check isn’t sent. See How the assistant works.

Can it give a discount or a refund?

No. It hands those to your team. See Refunds and discounts are always yours.

How do I stop it replying in one conversation?

Press Take over in the Inbox, or just reply — it stays quiet for 3 hours by default. See Hand-offs & pausing.

Can I switch it off completely?

Yes: Settings → Assistant, one switch for all channels. Messages then wait in the Inbox for your team.

Does it speak Spanish and other languages?

Yes. It replies in each client’s own language — English, Spanish, French, Portuguese and many more — and switches when the client does. See Languages.

Does it answer phone calls?

No. It handles messages: Instagram DMs, WhatsApp, SMS and web chat. When you miss a call, it texts the caller back and books them by text. See Phone calls.

Can I keep using Booksy, Fresha or Square?

For your website, yes: its Book button can open your existing page. The AI front desk needs Tornaly booking, because it books straight into your calendar. When you’re ready to move, we import your clients for free. See Switching.

Can clients send voice notes?

Yes. Voice notes are turned into text and the assistant answers the words — or, if you prefer, they always go to a person. See Voice notes.

Does it answer at night?

Yes, around the clock. It knows your opening hours and tells clients when you’re closed.

Booking

Can two clients book the same time?

No. The calendar makes overlapping appointments for the same person impossible. See Calendar.

Do my booking rules apply to my team?

Mostly no — notice, how far ahead and approvals only apply to clients and the assistant. See Booking rules.

What happens to appointments when I add time off?

Nothing automatic. They’re flagged as conflicts and you’re alerted. See Time off.

Can I charge no-show fees?

They’re noted on the appointment, not charged automatically. Deposits are the way to protect your time. See Cancellations & no-shows.

Money

Does the money go through you?

No. Deposits go straight to your own Stripe account, and Tornaly takes no cut. See How Stripe Connect works here.

How do I refund a deposit?

Cancellations refund automatically when your rules say so. For anything else, refund in your Stripe Dashboard. See Refunds and disputes.

What happens if I go over my texts or AI conversations?

Nothing breaks. When texts run out, reminders go by email or WhatsApp until next month. When AI conversations run out, clients get tap-to-book buttons. To keep everything going, turn on keep going (CA$0.04 / US$0.03 per text, CA$0.05 / US$0.04 per AI conversation) under a monthly limit you set. See Texts and AI conversations.

Are WhatsApp fees extra?

Meta’s WhatsApp fees are passed through at cost, with no markup. See Plans & pricing.

Clients & messages

Why isn’t a client getting comebacks?

First check that comebacks are turned on (they start off for a new business) and, for imported clients, that you chose Let Comebacks invite them on the Comebacks page. Otherwise it is usually permission: comebacks need marketing permission, which today is recorded automatically only for Canadian clients of Canadian businesses, and for imported clients with a visit in the last two years. They may also have an upcoming appointment, be in the comparison group, be excluded, or have no open times to offer. The Comebacks page shows the reason. See Consent.

Can I bring my client list from another app?

Yes: Square, Booksy, Fresha, Vagaro, GlossGenius, a spreadsheet or your phone contacts. You see a preview before anything is saved, and you can undo it. See Import clients.

A client has two profiles. What do I do?

Open Customers → Possible duplicates, compare, and merge. You can undo for 30 days. See Identity & matching.

A client asked us to delete their data.

Open their profile → Privacy → Delete personal data. See Client privacy.

Account

I didn’t get my sign-in code.

Check spam, wait a minute and request a new one (up to 5 an hour). Codes expire after 15 minutes. See Sign-in & sessions.

Can my staff have their own logins?

Yes. See Roles & permissions.

Still stuck?

Email us at hello@tornaly.com.