Terms of service

Twinom answers your customers on WhatsApp, Messenger and Instagram in your name, with an AI agent that uses the catalogue and the information you put in the dashboard. The agent answers only about your shop's products and policies; everything else it hands to a person at the shop. You read and manage every conversation in the dashboard.

The agent states a price or a stock level only by quoting your catalogue. If the catalogue is wrong, the answer will be wrong; keeping it accurate is your responsibility.

An account belongs to one business. You are responsible for every action taken with your credentials. When you connect a Facebook Page, an Instagram account or a WhatsApp number, you declare that you are entitled to do so and accept Meta's policies for those platforms, including the rule that business messages are sent within the 24-hour window or with approved templates.

A WhatsApp number connected to Twinom moves to the WhatsApp Business API and cannot be used at the same time in the WhatsApp Business app on a phone. We will explain this before the number is connected.

• The service is a monthly subscription, by plan. Prices are in euros; your plan's price is the one written on the invoice.
• Every new account starts with a free trial, whose length is shown in the dashboard.
• Invoices are sent by email with a PDF. Payment is by bank transfer within the period written on the invoice.
• If an invoice stays unpaid, the account becomes “past due” and then “suspended”: customers' messages continue to be stored, but the agent does not reply until the invoice is paid. Payment reactivates the service immediately.
• Each plan includes a number of agent replies per month. Exceeding it does not stop the service; we tell you and suggest the next plan.

You may not use Twinom:

• to send unsolicited messages or mass campaigns — Twinom answers, it does not advertise;
• for products or services that are illegal in Kosovo or prohibited by Meta's policies;
• to collect customers' data for purposes other than selling to and serving them;
• to circumvent the platforms' limits or to harm the system.

We may suspend an account that breaks these rules, after telling you, unless the breach endangers customers or the service for others.

You are the controller of your customers' data; Twinom is the processor and processes it only to provide the service, as described in the Privacy notice. We do not sell it, do not use it to train models, and do not give it to third parties other than those named in the notice (Meta, the model provider, email, the database, the servers).

Conversations are anonymised automatically 12 months after the last message. When a customer asks for their history to be deleted, you or they write to us and we do it within 30 days. Orders are kept, because invoices and tax obligations refer to them.

You remain responsible for telling your customers that an automated agent answers in your name, where the law requires it.

Twinom depends on Meta's platforms, on the model provider and on the hosting infrastructure. We do our best to keep the service available but do not guarantee uninterrupted operation. When the agent cannot reply, the conversation goes to a person at the shop and you are notified.

The agent is an automated tool. You are responsible for the orders you accept, for the prices in the catalogue and for the relationship with the customer. Our liability to you for any loss is limited to the amount you paid for the service in the last three months, except where the law does not allow a limit.

The subscription renews monthly until either side ends it. You may end it at any time by writing to us; the service continues to the end of the paid period. After termination the channels are disconnected and the data is handled as the Privacy notice describes.

We may change these terms; we tell you by email at least 30 days before a material change takes effect. Continued use after that date means acceptance.

These terms are governed by the law of the Republic of Kosovo. Disputes are resolved first by agreement; otherwise by the competent courts in Prishtina.

Contact: info@twinom.io.