Terms of Service

Last updated: August 8, 2026

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These Terms of Service ("Terms") govern your access to and use of TwiseReply, including the TwiseReply website, web application, browser extension, and related services (collectively, the "Service").

By creating an account, accessing, or using the Service, you agree to these Terms.

If you do not agree to these Terms, you must not use the Service.

1. About TwiseReply

TwiseReply is an AI-powered reply-assistance service designed primarily for businesses and professional users.

TwiseReply is operated by an independent business operator in Japan.

TwiseReply is globally accessible online. We currently focus our marketing and commercial activities primarily on customers outside Japan and do not specifically target the Japanese market.

Service: TwiseReply Contact: support@twisereply.com

2. Business and Professional Use

TwiseReply is designed primarily for business and professional use.

By creating a paid account, you represent that:

1. You are using the Service for business or professional purposes; and
2. You have the authority to accept these Terms on behalf of the relevant business or organization, where applicable.

If you use TwiseReply on behalf of a business or organization, "you" includes both you individually and that business or organization.

3. Account Registration

You must provide accurate and current information when creating an account.

You are responsible for:

• Maintaining the confidentiality of your login credentials;
• Maintaining accurate account information;
• Preventing unauthorized access to your account;
• All activity conducted through your account;
• Promptly notifying us of suspected unauthorized access.

You must not impersonate another person or organization.

4. Business Content and Knowledge Base

You may provide information to configure your TwiseReply workspace and knowledge base.

This may include:

• Business information;
• Business descriptions;
• Business policies;
• Customer-service policies;
• Tone and writing preferences;
• Imported documents;
• Website content;
• Pasted text;
• Knowledge items;
• Customer-review information;
• Other business information intentionally submitted by you.

You retain ownership of content you submit to TwiseReply.

You grant TwiseReply a limited, non-exclusive right to process, store, transmit, reproduce, and otherwise use submitted content only as reasonably necessary to:

• Provide the Service;
• Operate the Service;
• Secure the Service;
• Maintain the Service;
• Troubleshoot technical issues;
• Prevent abuse;
• Comply with applicable law.

5. Confidential and Restricted Information

You are responsible for determining whether you have the right to provide information to TwiseReply and its service providers.

You must not intentionally upload, paste, import, or otherwise submit information that you are not authorized to disclose to TwiseReply or its service providers.

This includes, where applicable:

• Trade secrets;
• Confidential business strategies;
• Confidential financial information;
• Confidential internal documents;
• Confidential customer information;
• Confidential employee information;
• Information subject to a confidentiality or non-disclosure agreement;
• Passwords;
• API keys;
• Access tokens;
• Private encryption keys;
• Internal system credentials;
• Security credentials;
• Other information that you are prohibited from providing to third-party cloud or AI service providers.

If your organization has internal security policies or contractual restrictions concerning third-party cloud or AI services, you are responsible for complying with those requirements before submitting information to TwiseReply.

6. Personal Information Submitted by Users

If you submit personal information relating to customers, employees, guests, clients, or other individuals, you represent that you have the necessary rights and lawful basis to provide that information to TwiseReply and have it processed through the Service.

You must not use TwiseReply to process personal information in violation of applicable privacy or data-protection laws.

7. AI-Generated Content

TwiseReply uses artificial intelligence to generate reply suggestions.

AI-generated content may contain:

• Errors;
• Inaccurate statements;
• Missing information;
• Incorrect interpretations;
• Inappropriate wording;
• Other unintended content.

AI-generated content is provided as an assistance and drafting tool.

TwiseReply does not guarantee that any generated reply will be accurate, complete, appropriate, or suitable for a particular customer or situation.

You are responsible for reviewing generated content before using it.

8. Human Review and Manual Sending

TwiseReply is an assistive drafting service.

Unless a future feature expressly provides otherwise and is separately authorized by the user:

• TwiseReply does not automatically send customer replies;
• TwiseReply does not independently decide which customer receives a reply;
• TwiseReply does not independently decide when a reply should be sent;
• TwiseReply does not automatically publish a reply;
• TwiseReply does not independently communicate with customers.

The user must review the generated content and manually send or submit the final message.

The user is solely responsible for the final message sent to customers.

9. Browser Extension

The TwiseReply browser extension may process visible webpage content when you actively use the extension to generate a reply.

This may include:

• Customer reviews;
• Customer messages;
• Relevant webpage text;
• Business information;
• Other information necessary to generate the requested reply.

The extension is intended to assist with the webpage on which the user is actively preparing a response.

It is not intended to continuously monitor unrelated browsing activity.

10. Subscription Plans

TwiseReply may provide multiple subscription plans, including:

• Free;
• Starter;
• Pro;
• Agency.

Current pricing and included features are displayed on the TwiseReply website and checkout page.

Features, usage limits, AI model availability, and service capabilities may differ between plans.

11. AI Models and Plan Differences

Different TwiseReply subscription plans may use different AI models, processing configurations, or service priorities.

Paid plans may provide access to faster or higher-capability AI models than the Free plan.

AI providers and model configurations may change over time as TwiseReply develops its Service.

The current plan description is the authoritative description of the AI capabilities included with each plan.

12. Usage Limits

Subscription plans may include monthly reply-generation limits or other usage restrictions.

Usage is generally calculated according to the applicable subscription period.

Changing or downgrading a subscription plan does not necessarily reset usage already accumulated during the current usage period.

If you reach the applicable plan limit, certain generation features may become unavailable until the applicable usage period resets or you upgrade to an eligible plan.

13. Pricing

Current prices are displayed on the TwiseReply pricing page.

The current planned subscription structure is:

Annual pricing, if offered, will be displayed separately before purchase.

Prices may change in the future. Changes will not retroactively modify fees already paid for an active billing period unless required by applicable law.

14. Payment

Paid subscriptions are billed in advance on a monthly or annual basis, depending on the plan selected.

Payments may be processed through third-party payment providers such as Stripe.

By purchasing a subscription, you authorize the applicable payment provider to charge your selected payment method.

You are responsible for providing accurate billing information.

15. Automatic Renewal

Unless otherwise stated during checkout:

• Monthly subscriptions renew monthly;
• Annual subscriptions renew annually.

You may cancel future renewals at any time.

Cancellation normally takes effect at the end of the current paid billing period.

You normally retain access to paid features until the end of that billing period unless your account is suspended or terminated under these Terms.

16. Refunds

Paid subscription fees are non-refundable once a billing period has begun, except where applicable law requires a refund, cancellation right, withdrawal right, price adjustment, or other remedy.

This applies to:

• Partial-period cancellations;
• Unused subscription time;
• Unused reply allowances;
• Unused plan features;
• Plan downgrades;
• Changes in business requirements;
• Failure to use the Service;
• Account inactivity.

Nothing in this section is intended to exclude or restrict mandatory legal rights.

17. Service Availability

We aim to provide reliable service but do not guarantee that the Service will always be:

• Available;
• Uninterrupted;
• Error-free;
• Secure;
• Compatible with every device or browser.

The Service may be temporarily unavailable due to:

• Maintenance;
• Security incidents;
• Cloud infrastructure failures;
• AI provider outages;
• Network failures;
• Third-party service interruptions;
• Circumstances outside our reasonable control.

18. Third-Party Services

TwiseReply may depend on third-party services, including:

• AI providers;
• Cloud infrastructure providers;
• Database providers;
• Vector database providers;
• Authentication providers;
• Email providers;
• Payment providers;
• Browser platforms.

Third-party services may have their own terms and privacy policies.

TwiseReply is not responsible for failures caused solely by third-party services outside our reasonable control.

19. Intellectual Property

TwiseReply and its software, branding, interface, designs, documentation, and underlying technology are owned by or licensed to TwiseReply and are protected by applicable intellectual-property laws.

These Terms do not transfer ownership of TwiseReply intellectual property to you.

20. User Content

You retain ownership of content that you submit to TwiseReply.

You are responsible for ensuring that your content:

• Does not infringe intellectual-property rights;
• Does not violate privacy rights;
• Does not violate confidentiality obligations;
• Does not violate applicable law;
• Does not contain credentials or security secrets that you are not authorized to disclose;
• Does not contain information you are prohibited from providing to third-party services.

21. Acceptable Use

You must not:

• Use TwiseReply for unlawful purposes;
• Attempt unauthorized access;
• Circumvent usage limits;
• Abuse or overload the Service;
• Reverse engineer the Service except where legally permitted;
• Interfere with security mechanisms;
• Upload malware;
• Upload passwords, private keys, or credentials;
• Attempt to access another customer's workspace;
• Attempt to retrieve another customer's data;
• Use automated methods to abuse the Service;
• Resell the Service without authorization;
• Use the Service to violate another person's rights.

22. Workspace Isolation

TwiseReply is designed to maintain workspace-level data separation.

You must not attempt to access, retrieve, or infer information belonging to another customer's workspace.

Security vulnerabilities should be reported to:

support@twisereply.com

23. Account Suspension and Termination

We may suspend or terminate an account where reasonably necessary to:

• Prevent abuse;
• Protect the Service;
• Protect users;
• Address security risks;
• Enforce these Terms;
• Prevent fraud;
• Comply with applicable law;
• Address non-payment.

Where appropriate and legally permitted, we will provide notice before termination.

24. Account Deletion

You may request account deletion by contacting:

support@twisereply.com

Deletion is subject to applicable legal and operational retention requirements.

25. Disclaimers

To the maximum extent permitted by applicable law, the Service is provided on an "as is" and "as available" basis.

We do not guarantee that:

• AI-generated replies will always be accurate;
• Generated content will be appropriate for every customer;
• The Service will satisfy every business requirement;
• The Service will be uninterrupted;
• Generated replies will produce a particular business result.

You remain responsible for customer communications and business decisions.

TwiseReply does not provide legal, medical, financial, accounting, or other professional advice.

26. Limitation of Liability

To the maximum extent permitted by applicable law, TwiseReply will not be liable for indirect, incidental, special, consequential, or punitive damages, or for loss of profits, revenue, goodwill, data, or business opportunities arising from or related to use of the Service.

To the maximum extent permitted by applicable law, TwiseReply's aggregate liability relating to the Service will not exceed the amount you paid to TwiseReply for the Service during the twelve months preceding the event giving rise to the claim.

Nothing in these Terms excludes or limits liability that cannot legally be excluded or limited.

27. Indemnification

To the extent permitted by applicable law, you agree to defend, indemnify, and hold harmless TwiseReply from claims, liabilities, damages, and reasonable expenses arising from:

• Your violation of these Terms;
• Your unlawful use of the Service;
• Your submitted content;
• Your violation of another person's rights;
• Your unauthorized disclosure of confidential information;
• Your violation of applicable law.

28. Governing Law

These Terms are governed by the laws applicable to the operation of TwiseReply, subject to mandatory laws that apply to the user or transaction.

Nothing in these Terms is intended to deprive users of mandatory legal rights that cannot legally be excluded.

29. Changes to These Terms

We may update these Terms from time to time.

We will update the "Last Updated" date when changes are made.

Material changes may be communicated through the Service, website, or email where appropriate.

30. Contact

For questions concerning these Terms:

TwiseReply

TwiseReply is operated by an independent business operator in Japan.

Email: support@twisereply.com

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