Terms of Service

Twine provides software that helps businesses manage customer communications, lead intake, calls, texts, web chat, website forms, missed calls, follow-up, scheduling, analytics, reviews, payments, automations, integrations, and related business operations.

Depending on the features you use, Twine may send, receive, process, analyze, route, transcribe, summarize, classify, or automate communications between you and your customers, leads, staff, vendors, and other contacts.

Twine may provide services through websites, dashboards, APIs, phone numbers, messaging providers, third-party integrations, artificial intelligence systems, and related tools.

You must be at least 18 years old to use Twine.

If you use Twine on behalf of a business or organization, you represent and warrant that you have authority to accept these Terms and use the services on behalf of that business or organization.

You are responsible for all users, employees, contractors, agents, representatives, and other individuals who access Twine through your account.

You must provide accurate, current, and complete account, billing, business, and contact information.

You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account.

You agree to promptly notify Twine of any unauthorized access, suspected compromise, security issue, or misuse of your account.

Twine may require additional business verification, identity verification, compliance information, messaging campaign information, tax information, billing information, or third-party platform access before enabling certain features.

"Customer Data" means data, content, messages, call recordings, transcripts, contact information, lead information, customer information, business information, files, prompts, responses, forms, analytics, settings, and other materials submitted to, processed by, or generated through Twine on your behalf.

As between you and Twine, you retain ownership of your Customer Data.

You grant Twine a non-exclusive, worldwide, royalty-free right to host, process, transmit, analyze, display, store, copy, modify, create derivative works from, and otherwise use Customer Data as needed to provide, secure, support, troubleshoot, improve, and operate the services.

You are responsible for ensuring that you have all rights, permissions, consents, notices, and legal bases required to provide Customer Data to Twine and to allow Twine to process it.

You are responsible for:

• the accuracy, legality, and quality of Customer Data;
• your products, services, offers, prices, claims, advertisements, and business practices;
• obtaining all legally required consents and permissions;
• honoring opt-out, unsubscribe, deletion, access, and similar requests where required;
• configuring Twine correctly for your business;
• reviewing automated workflows, AI outputs, messages, and customer communications;
• maintaining accurate customer-facing disclosures;
• complying with all laws, regulations, carrier rules, messaging rules, platform policies, and third-party terms that apply to your use of Twine.

Twine is not responsible for your failure to obtain consent, your customer disputes, your business operations, or your misuse of the services.

Twine may enable you to communicate with customers and leads by SMS, MMS, phone call, voice AI, email, web chat, website forms, and other communication channels.

You are solely responsible for ensuring that your use of Twine complies with all applicable laws, regulations, carrier rules, messaging industry standards, platform policies, and consent requirements, including the Telephone Consumer Protection Act, CAN-SPAM Act, CTIA Messaging Principles and Best Practices, A2P 10DLC requirements, carrier requirements, and any similar laws or rules.

Twine may suspend, restrict, throttle, disable, or terminate messaging or calling features if we believe your use may violate law, carrier rules, provider rules, platform policies, A2P requirements, or these Terms.

By providing a mobile phone number to Twine, to a Twine customer, or through a form, website, chat, booking page, intake flow, advertisement, or other opt-in mechanism connected to Twine, you consent to receive text messages from the applicable business using Twine.

These messages may include customer service messages, appointment updates, booking reminders, estimates, quotes, lead responses, follow-ups, account notifications, review requests, payment-related messages, and other business communications.

Message frequency may vary. Message and data rates may apply. Consent to receive text messages is not a condition of purchasing any goods or services.

You may opt out of receiving SMS or MMS messages at any time by replying STOP. After you reply STOP, you may receive one final confirmation message confirming that you have been unsubscribed. You may reply HELP for help or contact us at support@usetwine.com.

Twine does not sell, rent, or share SMS opt-in consent, phone numbers, or messaging consent data with third parties for their own marketing purposes.

Messaging opt-in data and consent will not be shared with any third parties except as necessary to provide messaging services, comply with law, prevent fraud or abuse, deliver communications requested by you or the applicable business, or support Twine's service providers acting on our behalf.

You agree that you will not use Twine to send messages unless recipients have provided valid consent or you otherwise have a lawful basis to contact them.

You are responsible for:

• obtaining and documenting recipient consent;
• maintaining proof of opt-in where required;
• honoring opt-out requests;
• ensuring your message content is accurate, lawful, and not misleading;
• identifying your business as the sender where required;
• avoiding unwanted, deceptive, harassing, or abusive messages;
• maintaining accurate opt-in disclosures on your websites, forms, advertisements, booking pages, and other customer-facing surfaces;
• ensuring your message campaigns match the use case submitted for A2P 10DLC registration;
• complying with applicable quiet hours, frequency limits, consent rules, and consumer protection requirements.

Twine may require you to provide sample messages, opt-in screenshots, privacy policy URLs, terms URLs, business registration information, tax information, brand information, or other materials needed for messaging registration, carrier review, or compliance.

You may not use Twine to send or facilitate messages involving unlawful, deceptive, fraudulent, harmful, abusive, or prohibited content.

Prohibited content includes, without limitation:

• illegal goods or services;
• fraud, phishing, scams, or impersonation;
• misleading claims or deceptive offers;
• harassment, threats, hate, or abusive content;
• content that violates carrier, provider, or platform rules;
• lead generation, affiliate marketing, or third-party marketing without proper consent and approval;
• content that misrepresents the sender, purpose, or source of a message;
• messages sent to recipients who have opted out;
• high-risk financial, medical, legal, or regulated content without proper approval;
• any content that may cause Twine, its customers, carriers, providers, or users legal, reputational, operational, or deliverability risk.

Additional restrictions may apply depending on your industry, location, sender type, campaign type, and messaging provider.

Twine may support call recording, call transcription, call summaries, voicemail processing, quality review, and related features.

You are responsible for complying with all laws that apply to recording, monitoring, transcribing, or analyzing calls and communications. This may include obtaining consent from callers, employees, contractors, customers, or other participants.

You agree not to use Twine's recording, transcription, or monitoring features unless you have provided all required notices and obtained all required consents.

Your use of Twine is also governed by our Privacy Policy, available at usetwine.com/privacy.

You must maintain your own privacy policy, terms, opt-in disclosures, and other notices where required by law or messaging rules.

Your privacy policy must accurately describe how you collect, use, store, and share customer data, including phone numbers and messaging consent.

Your privacy policy must not state or imply that SMS opt-in data or messaging consent will be sold, rented, or shared for third-party marketing purposes.

Twine may use artificial intelligence, machine learning, large language models, speech recognition, transcription, classification, summarization, routing, automation, and related technologies to provide the services.

AI-generated outputs may be inaccurate, incomplete, delayed, biased, inappropriate, or unsuitable for your intended use.

You are responsible for reviewing and validating AI-generated outputs before relying on them, especially in high-impact, regulated, legal, medical, financial, employment, emergency, or safety-sensitive contexts.

Twine does not guarantee that AI-generated content will be accurate, complete, compliant, uninterrupted, error-free, or suitable for any particular purpose.

You agree not to use AI features to make decisions that legally or materially affect a person without appropriate human review where required by law.

Twine may integrate with third-party services, including CRMs, calendars, phone systems, messaging providers, advertising platforms, payment processors, scheduling tools, analytics tools, field service software, customer databases, website platforms, and other business tools.

Your use of third-party services is governed by their own terms and policies.

Twine is not responsible for third-party services, outages, errors, data practices, pricing changes, API changes, authentication issues, discontinued features, platform restrictions, or provider decisions.

You authorize Twine to access, transmit, store, and process data from third-party services as needed to provide the services.

If a third-party service becomes unavailable or changes its functionality, Twine may modify, suspend, or discontinue related features.

You agree not to:

• violate any law, regulation, industry rule, platform policy, carrier rule, or third-party right;
• send spam, unsolicited messages, unlawful marketing, or unwanted communications;
• upload malicious code or attempt to compromise Twine's systems;
• reverse engineer, scrape, copy, resell, or exploit Twine except as expressly permitted;
• interfere with the operation, security, availability, or integrity of Twine;
• misrepresent your identity, business, sender name, or message purpose;
• use Twine for harassment, abuse, discrimination, fraud, deception, or unlawful surveillance;
• use Twine to process data you are not authorized to process;
• bypass usage limits, billing controls, verification requirements, or security protections;
• access Twine to build a competing product or service;
• use Twine in a way that could damage Twine, our customers, carriers, providers, or end users;
• use Twine for emergency communications or life-safety purposes.

You agree to pay all fees described in your order form, invoice, subscription plan, checkout page, statement of work, or other written agreement with Twine.

Unless otherwise stated, fees are due in advance.

You authorize Twine and its payment processors to charge your payment method for recurring fees, usage-based fees, onboarding fees, implementation fees, overages, taxes, regulatory fees, messaging fees, integration fees, and other amounts due.

If payment is overdue, Twine may suspend or terminate access to the services, charge late fees where lawful, recover collection costs, and withhold further performance until all amounts owed are paid.

You are responsible for keeping your payment information accurate and current.

Unless otherwise stated in a signed written agreement, all fees paid to Twine are non-refundable. This includes subscription fees, onboarding fees, implementation fees, usage-based fees, setup fees, messaging fees, integration fees, and prepaid amounts.

Twine does not provide refunds for unused time, unused services, delayed implementation caused by customer inaction, failure to provide required access, third-party platform issues, change of mind, lack of usage, business underperformance, dissatisfaction after services have been made available, or failure to achieve a particular business outcome.

If you believe there has been a billing error, you must contact Twine at billing@usetwine.com within 15 days of the charge. Twine will review billing issues in good faith, but submitting a payment dispute or chargeback without first contacting Twine may result in immediate suspension or termination of your account.

You agree not to initiate a chargeback, payment dispute, or payment reversal for fees that were authorized, properly billed, or owed under these Terms or any applicable order form, invoice, checkout page, or written agreement.

If you initiate a chargeback or payment dispute, you remain responsible for the disputed amount, any unpaid fees, chargeback fees, collection costs, and reasonable attorneys' fees incurred by Twine in recovering amounts owed.

Twine may provide records, contracts, invoices, usage logs, message logs, login activity, implementation records, customer communications, signed agreements, payment records, and these Terms to payment processors, banks, card networks, collections providers, or legal representatives as needed to respond to disputes, collect unpaid amounts, or enforce our rights.

Fees are exclusive of taxes unless otherwise stated.

You are responsible for all applicable sales, use, VAT, GST, telecommunications, regulatory, withholding, and similar taxes, fees, and surcharges, excluding taxes based on Twine's net income.

Twine may charge taxes, fees, or surcharges where required or permitted.

Your subscription term, renewal terms, cancellation rights, and minimum commitments are described in your applicable order form, invoice, checkout page, statement of work, or written agreement.

Unless otherwise stated in writing, subscriptions renew automatically until canceled.

Cancellation stops future renewal charges but does not entitle you to a refund of fees already paid or relieve you of amounts owed for the current subscription term.

Twine may require written notice of cancellation before the renewal date.

Twine may modify, suspend, improve, discontinue, replace, or limit any part of the services at any time.

Twine is not required to maintain any specific feature, integration, provider, phone number, messaging route, AI model, workflow, user interface, or functionality indefinitely.

Twine will try to provide reasonable notice of material changes where practical, but may make changes without notice where needed for security, compliance, provider requirements, platform changes, carrier rules, or operational reasons.

Twine may offer beta, experimental, preview, pilot, or early-access features.

Beta features are provided "as is," may be changed or discontinued at any time, may contain bugs or inaccuracies, and may be less reliable than generally available features.

You use beta features at your own risk.

Each party may receive confidential or proprietary information from the other.

The receiving party agrees to use confidential information only as needed to perform under these Terms and to protect it using reasonable care.

Confidential information does not include information that is publicly available, independently developed, lawfully received from another source, or already known without confidentiality obligations.

Twine uses reasonable administrative, technical, and organizational safeguards designed to protect Customer Data.

However, no system is perfectly secure, and Twine does not guarantee that unauthorized access, loss, misuse, or disclosure will never occur.

You are responsible for maintaining secure credentials, limiting account access, configuring permissions appropriately, securing your own systems, and promptly notifying Twine of suspected security incidents.

Twine may retain Customer Data as needed to provide the services, comply with legal obligations, resolve disputes, enforce agreements, prevent abuse, maintain backups, improve the services, and satisfy operational requirements.

Upon termination, Twine may delete or disable access to Customer Data after a reasonable period unless otherwise required by law or agreed in writing.

Twine is not responsible for retaining Customer Data after termination unless expressly agreed in writing.

Twine and its licensors own all rights, title, and interest in the services, software, technology, workflows, designs, documentation, models, templates, interfaces, know-how, processes, and related intellectual property.

You may not copy, modify, distribute, sell, lease, sublicense, reverse engineer, or create derivative works from Twine except as expressly allowed in writing.

No rights are granted except as expressly stated in these Terms.

Feedback, suggestions, ideas, bug reports, feature requests, and other recommendations you provide may be used by Twine without restriction, obligation, or compensation.

Unless you opt out in writing, you allow Twine to identify you as a customer and use your name, logo, and general description of your use case in customer lists, websites, pitch materials, sales materials, investor materials, and marketing materials.

Twine will not publicly disclose confidential performance metrics, private implementation details, or sensitive customer information without your permission.

Twine may provide onboarding, implementation, consulting, migration, training, configuration, workflow design, integration setup, or other professional services.

Unless otherwise agreed in writing, professional services are provided on a commercially reasonable efforts basis and do not guarantee any particular result, timeline, revenue impact, conversion rate, booking rate, or business outcome.

You are responsible for providing timely access, credentials, information, approvals, and cooperation needed for Twine to perform professional services.

Delays caused by your failure to provide access, information, feedback, or approvals do not entitle you to a refund.

Twine is not designed for emergency communications.

You may not rely on Twine to contact emergency services, dispatch emergency responders, manage urgent safety incidents, or handle life-safety communications.

You are responsible for maintaining alternative communication methods for emergencies and critical operations.

You agree to comply with all laws, regulations, rules, and industry standards that apply to your use of Twine.

This includes, where applicable, laws related to privacy, data protection, telecommunications, consumer protection, advertising, marketing, call recording, text messaging, employment, healthcare, financial services, legal services, and professional services.

You are solely responsible for determining whether Twine is suitable for your regulatory obligations.

You may not use Twine to create, receive, maintain, or transmit protected health information under HIPAA unless you have entered into a Business Associate Agreement with Twine.

You may not use Twine to process regulated financial information, payment card information, government identification numbers, highly sensitive personal information, or other regulated data unless Twine has expressly agreed in writing.

You are responsible for configuring Twine appropriately for your compliance needs.

The services are provided "as is" and "as available."

To the maximum extent permitted by law, Twine disclaims all warranties, whether express, implied, statutory, or otherwise, including warranties of merchantability, fitness for a particular purpose, title, non-infringement, uninterrupted operation, accuracy, and error-free performance.

Twine does not guarantee that the services will produce any particular revenue, conversion rate, booking rate, response rate, follow-up rate, deliverability level, compliance result, A2P approval, carrier approval, customer satisfaction level, or business outcome.

Twine does not guarantee that messages, calls, emails, automations, webhooks, integrations, AI outputs, or notifications will always be delivered, received, processed, routed, or displayed without delay or error.

To the maximum extent permitted by law, Twine will not be liable for indirect, incidental, special, consequential, exemplary, punitive, or lost-profit damages, or for loss of revenue, goodwill, data, business opportunity, anticipated savings, reputation, or customer relationships.

To the maximum extent permitted by law, Twine's total liability arising out of or relating to these Terms or the services will not exceed the amounts paid by you to Twine in the three months before the event giving rise to the claim.

The limitations in this section apply regardless of the legal theory, whether based on contract, tort, negligence, strict liability, warranty, statute, or otherwise, even if Twine has been advised of the possibility of such damages.

You agree to defend, indemnify, and hold harmless Twine, its affiliates, officers, directors, employees, contractors, providers, licensors, and agents from any claims, damages, liabilities, losses, costs, and expenses, including reasonable attorneys' fees, arising out of or related to:

• your use of the services;
• your Customer Data;
• your messages, campaigns, calls, recordings, or communications;
• your violation of law, messaging rules, carrier requirements, A2P requirements, platform policies, or these Terms;
• your failure to obtain consent;
• your products, services, customers, employees, contractors, or business operations;
• any dispute between you and your customers, leads, staff, vendors, or third parties;
• your violation of third-party rights;
• your use of third-party services or integrations.

Twine may suspend or terminate your access to the services if:

• you fail to pay fees when due;
• you violate these Terms;
• your use creates security, legal, regulatory, carrier, deliverability, operational, or reputational risk;
• your messaging traffic is blocked, filtered, rejected, reported, or flagged;
• required third-party services become unavailable;
• your account information is inaccurate or incomplete;
• you fail to provide required compliance or verification information;
• we are required to do so by law, court order, carrier, provider, regulator, or platform;
• continued service could harm Twine, our customers, providers, or end users.

You may stop using the services at any time, but you remain responsible for all fees owed under any active order form, subscription, invoice, checkout page, or written agreement.

Upon termination or expiration:

• your right to access and use the services ends;
• you remain responsible for all amounts owed;
• Twine may disable access to your account;
• Twine may delete Customer Data after a reasonable period;
• any provisions that by their nature should survive will survive, including payment obligations, confidentiality, intellectual property, disclaimers, limitations of liability, indemnification, dispute resolution, and governing law.

These Terms are governed by the laws of the State of Delaware, without regard to conflict of law principles.

Before filing a claim, each party agrees to try to resolve disputes informally by providing written notice and allowing at least 30 days for good-faith resolution.

Any dispute arising out of or relating to these Terms or the services will be resolved in the state or federal courts located in San Francisco County, California, unless otherwise required by law or agreed in writing.

Each party consents to the personal jurisdiction and venue of those courts.

Twine may provide notices by email, in-product notification, posting on our website, or other reasonable means.

You may provide legal notices to Twine at:

Twine Labs Inc.
1177 Market St, Unit 1236
San Francisco, CA 94122
Email: legal@usetwine.com

Notices are deemed given when sent, posted, or delivered, unless applicable law requires otherwise.

You may not assign or transfer these Terms without Twine's prior written consent.

Twine may assign or transfer these Terms in connection with a merger, acquisition, financing, corporate reorganization, sale of assets, change of control, or by operation of law.

Twine will not be liable for delay or failure to perform due to events beyond its reasonable control, including acts of God, natural disasters, labor disputes, internet or telecommunications failures, carrier outages, provider outages, cyberattacks, war, terrorism, civil unrest, government action, power failures, epidemics, supply chain issues, or third-party platform failures.

Twine may update these Terms from time to time.

The updated version will be posted on our website with a revised effective date.

Your continued use of the services after changes become effective means you accept the updated Terms.

If you do not agree to updated Terms, you must stop using the services.

These Terms, together with any applicable order form, invoice, statement of work, checkout page, privacy policy, data processing agreement, business associate agreement, or written agreement referencing these Terms, form the entire agreement between you and Twine regarding the services.

If there is a conflict between these Terms and a signed written agreement, the signed written agreement controls to the extent of the conflict.

If any provision of these Terms is found unenforceable, the remaining provisions will remain in full force and effect.

The unenforceable provision will be modified to the minimum extent necessary to make it enforceable.

Twine's failure to enforce any provision of these Terms does not constitute a waiver of that provision or any other provision.

Twine Labs Inc.
1177 Market St, Unit 1236
San Francisco, CA 94122
Email: support@usetwine.com
Website: https://usetwine.com