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Terms and conditions

General conditions of the Twinny service. Please read them before subscribing to or using the platform.

Last updated: 30 July 2026

1. Owner information

In compliance with the duty of information set out in Law 34/2002 (LSSI-CE), the following information is provided:
– Owner: Wason Digital, S.L.
– Tax ID (CIF): B67770859
– Registered office: Parque Tecnológico, Av. Gregorio Peces Barba, 1, 28919 Leganés, Madrid (Spain)
– Contact email: clientes@twinny.es

– Registered trademark: Twinny

2. Purpose and scope

These conditions govern access to and use of the Twinny platform (hereinafter, "the Platform"), as well as the contracting of services offered by Wason Digital S.L. through it. By using the Platform, the user expressly accepts these terms.

3. Description of the service

Twinny is a SaaS (Software as a Service) platform focused on conversational intelligence and the automation of commercial interactions. Users can contract monthly or annual plans according to their needs, whether they are companies or self-employed professionals.

4. Registration and access

To access the services, the user must register by providing truthful and up-to-date information. The user shall be responsible for the confidentiality of their access credentials.

5. Free trial period

All plans include a 14-day free trial period. No charge will be made during this period. At the end of the period, if the service has not been cancelled, the selected plan will be activated automatically with the corresponding charge.

6. Prices and payment methods

The prices of the plans are available on the Platform and may be subject to change.
Payment will be made exclusively online via the Stripe gateway, an external provider that complies with PCI-DSS regulations. Stripe guarantees the security and confidential processing of banking data.
Wason Digital S.L. does not store payment data.

7. Renewal, cancellation and refunds

– Subscriptions are renewed automatically according to the chosen plan (monthly or annual).
– The user may cancel their subscription at any time from their user panel, taking effect on the end date of the contracted period for annual plans or for specific pricing plans in the case of a discount. Therefore, an early cancellation request will not give rise to a proportional refund of the price.
– At the end of the free period, the user agrees that the paid service will begin.

8. User obligations

The user undertakes to:
– Make appropriate use of the Platform.
– Not use it for unlawful purposes or in any way that could damage the reputation of Wason Digital S.L.
– Provide truthful information and keep it up to date.

9. Intellectual and industrial property

All intellectual property rights in the Platform, content, designs, software and the Twinny trademark belong to Wason Digital S.L. or its licensors. Their total or partial reproduction without express authorisation is prohibited.

10. Data protection

The processing of personal data is governed by our Privacy Policy, which the user declares to know and accept upon registration.

11. Changes to the terms

Wason Digital S.L. may amend these conditions. In the event of substantial changes, users will be notified by email or within the Platform. Continued use of the service implies acceptance of the new terms.

12. Applicable law and jurisdiction

These conditions are governed by Spanish law. For any dispute, the parties submit to the Courts and Tribunals of Madrid, unless a mandatory legal provision states otherwise.

13. Regulatory compliance in the use of the platform

The user undertakes to use the Platform in compliance with the applicable regulations in force, including but not limited to:
– The Organic Law on Data Protection and Guarantee of Digital Rights (LOPDGDD) and the General Data Protection Regulation (GDPR).
– The legislation relating to the use of artificial intelligence systems in their sector or country.
The user shall be solely responsible for the processing they carry out of the personal data of their own contacts, customers or leads, as well as for compliance with the regulations in force in each case.

14. Integration with WhatsApp and responsible use

Twinny allows integration with messaging channels such as standard WhatsApp, which may be subject to limitations, including the risk of account suspension or cancellation in the event of:
– Excessive use of unsolicited bulk messages (spam).
– Fraudulent content or content not permitted by Meta's policies.

To this end, the user shall hold Twinny harmless from any third-party claim for the improper use of any messaging means used by the user.

15. Use of Artificial Intelligence (AI) Agents

The Twinny Platform incorporates functionalities based on artificial intelligence (AI) agents that allow users to automate responses, generate content, make recommendations or maintain automated conversations with their contacts or customers. These functionalities are designed to offer a more agile, personalised and efficient experience, but it is important to bear in mind some fundamental aspects regarding their use.

The training, configuration and use of these agents rests with the customer, who may adapt their behaviour according to their commercial and operational objectives. In this regard, responsibility for the content generated, the responses offered, the automated decisions and the use of the information collected through AI lies exclusively with the customer who uses these functionalities.

Wason Digital S.L. provides tools and technology that allow processes to be automated, but does not intervene in or validate the specific content or the actions generated by the AI agents implemented by each user. Therefore, any error, misunderstanding or consequence arising from the use of these tools shall be the sole responsibility of the customer who configures and uses them.

We always recommend supervising and regularly reviewing the behaviour of the implemented AI agents, and contacting Twinny support in case of doubt, as well as adequately informing end users about their use where appropriate, complying at all times with the regulations in force on transparency, data protection and ethics in the use of artificial intelligence.

16. Privacy and data processing

Wason Digital S.L. does not access, view or share the data and interactions of the user's end customers. All information managed by the user through Twinny is stored securely in our systems and is never shared with third parties.
– Only the registered user has access to their data and history.
– In the event of cancellation of the service, all data associated with the account will be irreversibly deleted within a maximum of 30 days, unless there is a legal obligation to retain it.
– Our data processing is described in detail in our Privacy Policy, which the user accepts upon registering on the Platform.

17. Google User Data

The Twinny Platform allows the user, optionally, to connect their Google account (for example, Gmail, Google Calendar, Google Ads or Google Drive/Docs).

In that case, the Platform may access certain Google user data solely for the purpose of providing the contracted services. Full details on what data is accessed, how it is used, the retention period and the deletion or revocation mechanisms are described in our Privacy Policy, which forms an integral part of these Terms and Conditions and which the user declares to know and accept.

The user may revoke the permissions granted to Twinny at any time from the security settings of their Google account (Google Security Settings).

18. Service availability, maintenance and support

18.1. Standard service model

Twinny provides its platform as a Software-as-a-Service (SaaS) solution operated on infrastructure shared across multiple customers, with appropriate logical separation of customer data.

Unless otherwise expressly agreed in writing, all customers are provided with Twinny's standard availability, maintenance and support service described in these Terms.

The standard service does not constitute a dedicated or customer-specific Service Level Agreement ("SLA").

Any customer requiring guaranteed response or resolution times, dedicated support resources, 24/7 support commitments, customer-specific reporting, service credits or other enhanced service-level obligations must enter into a separate written agreement with Twinny, which may be subject to additional fees.

18.2. Platform availability

Twinny operates and monitors its platform with the objective of achieving at least 99.0% monthly availability for its core platform services.

The availability percentage published by Twinny represents an operational service objective and historical performance indicator.

Unless expressly agreed otherwise in a specific written SLA, the availability target:

  • is not a contractual guarantee;
  • does not guarantee uninterrupted or error-free operation;
  • does not establish guaranteed response, workaround or resolution times; and
  • does not give rise to service credits, penalties, refunds, liquidated damages or other financial compensation.

Actual platform availability may be published through Twinny's website, customer dashboard or service-status page.

18.3. Platform monitoring and service incidents

Twinny maintains technical monitoring mechanisms intended to identify incidents affecting the availability or material operation of the platform.

Incidents that materially affect the general availability of the Twinny platform or prevent customers from using core functionality are treated as high-priority operational incidents.

Once Twinny becomes aware of such an incident, Twinny will use commercially reasonable efforts to investigate the cause and restore the affected service as soon as reasonably practicable.

The standard service does not include a guaranteed:

  • initial response time;
  • diagnosis time;
  • workaround time;
  • restoration time; or
  • final resolution time.

The priority assigned to an incident may depend on factors including the number of customers affected, the severity of the incident, the affected functionality and the availability of alternative technical solutions.

18.4. Incident communications

Where an unplanned incident materially affects the availability or operation of the Twinny platform, Twinny will use reasonable efforts to inform affected customers once the incident has been identified.

Depending on the nature and duration of the incident, Twinny may communicate updates through one or more of the following channels:

  • Twinny's service-status page;
  • the Twinny customer dashboard;
  • email;
  • other appropriate customer communication channels.

Twinny may publish information concerning the current status of its services, ongoing incidents and resolved incidents.

Incident communications are provided for information purposes and do not create additional service-level commitments.

18.5. Scheduled maintenance

Twinny may periodically perform maintenance, upgrades, security improvements, infrastructure changes, software deployments or other technical operations necessary to maintain, improve or secure the platform.

Where scheduled maintenance is reasonably expected to materially affect service availability, Twinny will use reasonable efforts to provide affected customers with advance notice.

Where possible, maintenance activities that may materially affect service availability will be scheduled so as to minimise customer impact.

Emergency maintenance required to address security issues, critical incidents or urgent technical risks may be carried out without prior notice where advance notification is not reasonably possible.

Scheduled or emergency maintenance does not constitute a breach of Twinny's standard service commitments.

18.6. Functional support and maintenance

Issues that do not constitute a general platform outage are handled through Twinny's standard maintenance and support process.

This includes, among other things:

  • software bugs;
  • functional errors;
  • dashboard issues;
  • configuration issues;
  • conversational-flow issues;
  • prompt adjustments;
  • knowledge-base adjustments;
  • incorrect, incomplete or imprecise AI responses;
  • AI behaviour requiring adjustment;
  • escalation-rule changes;
  • minor configuration changes;
  • ordinary corrective maintenance.

These matters are reviewed and handled through Twinny's standard maintenance queue.

Twinny will use commercially reasonable efforts to address such matters according to their severity, operational impact, technical complexity, available resources and position within the maintenance queue.

No specific response or resolution time is guaranteed under the standard service.

18.7. Support hours

Standard functional and technical support is provided during Twinny's normal business hours:

Monday to Friday, 09:00 to 16:00 CET/CEST, excluding national public holidays in Spain.

Functional incidents, configuration requests, AI-quality issues and maintenance requests are normally reviewed and processed during these hours.

Platform-wide service availability incidents may be detected automatically outside business hours and may be investigated according to their severity and operational impact.

The standard service does not include a contractual obligation to provide dedicated 24/7 human support or on-call personnel.

18.8. Artificial intelligence responses

Twinny's services may use artificial-intelligence models to interpret requests, generate responses, classify information or perform automated actions.

Due to the probabilistic nature of artificial-intelligence technologies, Twinny does not guarantee that every AI-generated response will always be complete, accurate, appropriate or free from error.

An incorrect, incomplete or imprecise AI response does not by itself constitute platform unavailability or a service outage.

Issues relating to the quality or behaviour of an AI agent are treated as functional maintenance matters and handled through Twinny's standard maintenance process.

Twinny may modify prompts, configurations, knowledge sources, models, routing mechanisms or other components in order to improve the behaviour of the service.

Customers are responsible for ensuring that the information, documentation, instructions, policies and knowledge supplied to Twinny are accurate, complete and up to date.

Where an issue is caused by incomplete, incorrect, outdated or contradictory information supplied by the customer, resolution may require the customer to first provide or correct the relevant information.

18.9. Third-party services

Twinny's services may rely on third-party technology providers, including, where applicable:

  • cloud infrastructure providers;
  • artificial-intelligence model providers;
  • telecommunications providers;
  • email providers;
  • messaging platforms;
  • social-media platforms;
  • APIs;
  • hosting, database or infrastructure providers;
  • other external technology services.

Twinny is not responsible for service interruptions, degradation, errors or limitations directly caused by third-party services outside Twinny's reasonable control.

Where reasonably technically and commercially feasible, Twinny may implement redundancy, fallback mechanisms or alternative providers in order to mitigate the impact of third-party incidents.

However, Twinny does not guarantee the availability, performance or continuity of third-party services.

18.10. Service availability measurement

Where Twinny publishes an availability percentage, the calculation may exclude periods of unavailability caused by circumstances outside Twinny's reasonable control, including:

  • scheduled maintenance;
  • emergency maintenance;
  • force majeure;
  • failures of customer systems or infrastructure;
  • failures of customer websites, networks or integrations;
  • customer actions or omissions;
  • third-party platform outages;
  • telecommunications failures;
  • cloud-provider incidents;
  • artificial-intelligence provider outages;
  • external API failures;
  • abusive traffic;
  • denial-of-service attacks;
  • malicious activity;
  • security incidents outside Twinny's reasonable control.

Twinny may update its availability-measurement methodology from time to time in order to reflect changes in its infrastructure or services.

18.11. Service status information

Twinny may provide customers and the public with a service-status page showing information such as:

  • current platform status;
  • availability during a defined historical period;
  • active incidents;
  • resolved incidents;
  • scheduled maintenance;
  • availability of individual platform components.

Such information is provided for transparency and operational visibility.

Historical availability information does not constitute a guarantee of future availability.

The service-status page does not modify the contractual terms applicable to a particular customer.

Where a specific written SLA has been agreed with a customer, the terms of that SLA shall prevail over the general service-status information published by Twinny.

18.12. Platform availability and AI quality

For the purposes of these Terms, platform availability and AI-response quality are different service concepts.

Platform availability refers to the technical accessibility and operation of the Twinny platform and its core functionality.

AI quality refers to matters such as:

  • correctness of answers;
  • completeness of responses;
  • interpretation of user intent;
  • tone;
  • conversational behaviour;
  • knowledge retrieval;
  • prompt behaviour;
  • classification or routing decisions.

AI-quality issues are considered functional maintenance matters and do not constitute platform downtime unless they prevent the relevant service from functioning materially as a whole.

18.13. Enhanced service levels

Customers requiring additional service commitments may request an enhanced SLA or support agreement.

Enhanced services may include, among other things:

  • guaranteed response times;
  • guaranteed restoration or resolution targets;
  • 24/7 dedicated support;
  • on-call technical personnel;
  • dedicated escalation channels;
  • customer-specific monitoring;
  • monthly SLA reports;
  • availability reports;
  • incident reports;
  • root-cause analysis;
  • dedicated technical-account management;
  • service credits or other specifically negotiated mechanisms.

Such services are not included in Twinny's standard licence unless expressly stated otherwise.

They must be agreed separately in writing and may be subject to additional monthly or annual fees.

18.14. Reporting

The standard Twinny service may provide general operational information through the platform, dashboard or service-status page.

Preparation of dedicated customer reports, customised availability reports, specific SLA reports, audit reports, detailed incident reports, root-cause analyses or other customer-specific documentation is not included in the standard service unless expressly stated otherwise.

Such reporting may be provided as an additional professional service.

18.15. No service credits or penalties

Unless expressly agreed in a separate written SLA signed by Twinny, the standard Twinny service does not provide:

  • financial penalties;
  • service credits;
  • automatic discounts;
  • refunds for availability incidents;
  • liquidated damages; or
  • other financial compensation linked to service levels.

Twinny's obligation under the standard service is to use commercially reasonable efforts to maintain the platform, investigate incidents and restore affected services.

18.16. Changes and continuous improvement

Twinny continuously evolves its technology, infrastructure, artificial-intelligence models, security controls and platform architecture.

Twinny may therefore modify, replace, upgrade or reconfigure technical components of the service where reasonably necessary to:

  • improve performance;
  • improve reliability;
  • improve security;
  • reduce operational risk;
  • improve AI quality;
  • optimise infrastructure;
  • replace third-party providers;
  • introduce new technology;
  • comply with legal or regulatory requirements.

Such changes may be made without prior customer approval provided they do not materially reduce the principal functionality contracted by the customer.