Terms & Conditions

Effective Date: February 12, 2026
Last Updated: February 12, 2026

Agreement to Terms

These Terms of Service (“Terms”) constitute a legally binding agreement between you (“Customer,” “you,” or “your”) and Elox Tech Private Limited (“Company,” “we,” “our,” or “us”), the provider of Twixo, governing your access to and use of Twixo, including our website, applications, APIs, integrations, and related services (collectively, the “Service”).

By accessing or using Twixo, you agree to be bound by these Terms. If you do not agree to these Terms, do not use the Service.

1. Definitions

“Account” means your registered account on the Service.

“Customer Data” means all data, content, and information submitted, uploaded, or transmitted through the Service by you or your end users.

“End Users” means your customers or contacts who interact with you through the Service.

“Subscription” means your paid or trial access to the Service under a specific plan.

“Documentation” means our official user guides, API documentation, and help resources.

2. Eligibility and Account Registration

2.1 Eligibility

To use the Service, you must:

  • Be at least 18 years old
  • Have the legal capacity to enter into binding contracts
  • Not be prohibited from using the Service under applicable laws

If using the Service on behalf of a business, you represent that you have authority to bind that entity to these Terms.

2.2 Account Registration

When creating an account, you must:

  • Provide accurate, current, and complete information
  • Maintain and update your information
  • Keep your password secure and confidential
  • Notify us immediately of unauthorized access
  • Be responsible for all activities under your account

2.3 Account Types

We offer different account types:

  • Free: Basic features with usage limits
  • Standard: Enhanced features for growing teams
  • Professional: Advanced features for larger organizations

2.4 One Account Per Entity

You may not create multiple accounts to circumvent limitations or restrictions.

3. Service Description and Availability

3.1 Service Features

Twixo provides a customer communication platform including:

  • Multi-channel messaging (email, chat, social media, WhatsApp)
  • Conversation management and routing
  • Team collaboration tools
  • Customer contact management
  • Reporting and analytics
  • Integrations with third-party services
  • API access
  • Mobile applications

3.2 Service Availability

We strive to provide reliable service availability. However:

  • Service is provided on a commercially reasonable efforts basis
  • We do not guarantee specific uptime percentages
  • Scheduled maintenance may occur with advance notice when possible
  • Service may be temporarily unavailable due to maintenance, updates, or technical issues

3.3 Service Modifications

We reserve the right to:

  • Modify, suspend, or discontinue features
  • Update the Service with improvements
  • Change pricing with 30 days’ notice
  • Deprecate features with reasonable notice

3.4 Beta Features

We may offer beta or experimental features:

  • Provided “as is” without warranties
  • May be modified or discontinued without notice
  • Not covered by SLA commitments
  • Feedback may be used to improve the Service

 

4. Subscription Plans and Billing

4.1 Subscription Plans

Each plan includes:

  • Specified features based on plan tier (Free, Standard, or Professional)
  • Usage limits as defined in your plan
  • Storage limits as defined in your plan
  • Support level appropriate to your plan

4.2 Billing Cycle
  • Monthly or annual billing options available
  • Charges processed at the start of each billing period
  • Automatic renewal unless cancelled
  • Prorated charges may apply for plan upgrades

4.3 Payment Terms

You agree to:

  • Provide valid payment information
  • Authorize automatic recurring charges for paid plans
  • Pay all fees when due
  • Update payment information promptly
  • Pay applicable taxes

Payment Processing: Payments are processed by third-party payment processors. We share your payment information with our payment processing partners to complete transactions. Service availability in your country is subject to the terms and conditions of our payment processors.

4.4 Price Changes

We may change prices with:

  • 30 days’ advance notice
  • Email notification to account owner
  • Option to cancel before changes take effect
  • Grandfathered pricing for annual plans (until renewal)

4.5 Refund Policy

Free Plan: No charges, no refunds applicable

Paid Plans (Standard and Professional):

Refunds are provided upon cancellation. If you cancel your subscription before the end of the billing period, the remaining unused amount will be refunded on a prorated basis. The refund will be calculated for the remaining subscription period, excluding any applicable taxes.

To request a refund, contact support@twixo.com with your cancellation request. Refunds will be processed within 7-10 business days to your original payment method.

4.6 Failed Payments

If payment fails:

  • We will attempt to charge again
  • Your account may be suspended after multiple failed attempts
  • You remain liable for unpaid fees
  • Service may be downgraded or terminated for non-payment

4.7 Taxes

You are responsible for:

  • All applicable sales, use, and excise taxes
  • VAT, GST, or similar taxes
  • Withholding taxes (if applicable)

 

5. Customer Data and Content

5.1 Your Data Ownership

You retain all rights to your Customer Data. We claim no ownership over your data.

5.2 License to Use Data

You grant us a limited license to:

  • Store and process your data to provide the Service
  • Display data within the Service interface
  • Create backups for disaster recovery
  • Generate anonymized analytics
  • Improve the Service using aggregated data

5.3 Data Responsibilities

You are responsible for:

  • Accuracy and legality of your data
  • Obtaining necessary consents from End Users
  • Complying with applicable privacy laws
  • Backing up critical data
  • Securing your account credentials

You are responsible for ensuring your use of the Service complies with applicable laws in your jurisdiction.

5.4 Prohibited Content

You may not upload or transmit:

  • Illegal, harmful, or offensive content
  • Malware, viruses, or malicious code
  • Spam or unsolicited communications
  • Content that infringes intellectual property rights
  • Personal data without proper consent
  • Content that violates third-party rights

5.5 Data Deletion

Upon account termination:

  • Data is retained for 30 days for recovery
  • Data is permanently deleted after 30 days
  • You can request immediate deletion
  • Backups are deleted within 90 days

 

6. Acceptable Use Policy

6.1 Permitted Use

You may use the Service to:

  • Communicate with your customers
  • Manage customer support operations
  • Collaborate with your team
  • Integrate with authorized third-party services
  • Access and analyze your data

6.2 Prohibited Activities

You may not:

  • Violate laws or regulations
  • Infringe intellectual property rights
  • Send spam or unsolicited messages
  • Harass, abuse, or harm others
  • Impersonate others or misrepresent affiliation
  • Interfere with Service operation
  • Attempt unauthorized access
  • Reverse engineer the Service
  • Resell or redistribute the Service
  • Use the Service for illegal purposes
  • Scrape or harvest data without permission
  • Overload or disrupt the Service
  • Remove or obscure proprietary notices

6.3 Usage Limits

Your plan includes limits on:

  • Number of conversations or messages
  • Number of team members
  • Storage capacity
  • API requests
  • Other features as specified in your plan

Exceeding limits may result in:

  • Service throttling or restrictions
  • Required plan upgrade
  • Additional charges (if applicable)
  • Account suspension

6.4 Enforcement

We may:

  • Investigate violations
  • Remove prohibited content
  • Suspend or terminate accounts
  • Report illegal activity to authorities
  • Cooperate with law enforcement

 

7. Intellectual Property Rights

7.1 Our Intellectual Property

We own all rights to:

  • The Twixo brand, name, and logos
  • Our proprietary features and customizations
  • Our specific service implementation
  • Documentation and materials we create

7.2 Limited License

We grant you a limited, non-exclusive, non-transferable license to:

  • Access and use the Service
  • Use our mobile applications
  • Access API and documentation
  • Use the Twixo brand per our guidelines when referring to the Service

This license terminates upon account termination.

7.3 Restrictions

You may not:

  • Copy, modify, or create derivative works of our proprietary features
  • Remove proprietary notices or branding
  • Use our trademarks without permission
  • Resell or redistribute the Service without authorization
  • Reverse engineer our proprietary components
  • Use the Service to build competing products

7.4 Feedback

If you provide feedback or suggestions:

  • We may use them without obligation
  • You grant us a perpetual, royalty-free license
  • No compensation is owed
  • We are not obligated to implement feedback

 

8. Third-Party Services and Integrations

8.1 Third-Party Integrations

We offer integrations with:

  • Email providers
  • Social media platforms (WhatsApp, Facebook, Instagram)
  • Messaging services
  • CRM systems
  • Payment processors
  • Analytics tools
  • AI providers
  • Translation services
  • Webhook endpoints

8.2 Third-Party Terms

When using integrations:

  • Data may be transferred to those services
  • Third-party terms and policies apply
  • We are not responsible for third-party services
  • Integration availability may change
  • You must comply with third-party requirements
  • You assume responsibility for vendor due diligence

8.3 API Usage

When using our API:

  • Follow API documentation and guidelines
  • Respect rate limits
  • Secure API credentials
  • Do not abuse or overload the API
  • Comply with these Terms

 

9. Privacy and Data Protection

9.1 Privacy Policy

Our Privacy Policy governs data collection and use. By using the Service, you agree to our Privacy Policy.

9.2 Data Processing

We process data as:

  • Data Processor (for Customer Data)
  • Data Controller (for account information)

9.3 Data Protection

We implement reasonable security measures to protect your data, including encryption, access controls, and regular security assessments.

9.4 Data Processing Agreement

For enterprise customers requiring additional data protection terms, we can provide a separate Data Processing Agreement upon request. Contact support@twixo.com for details.

9.5 Security

We implement reasonable security measures including:

  • Encryption in transit and at rest
  • Access controls
  • Regular security monitoring
  • Incident response procedures

 

10. Service Level Agreement (SLA)

We do not provide formal Service Level Agreements or uptime guarantees at this time. The Service is provided on a commercially reasonable efforts basis. We work to maintain reliable service but cannot guarantee uninterrupted availability.

11. Support and Maintenance

11.1 Support Channels

We provide support via:

  • Email support
  • Help center and documentation
  • Support availability may vary by plan

11.2 Support Hours
  • Email: Response within 24-48 hours (business days)
  • Help center and documentation: Available 24/7
  • Support availability may vary by plan type

11.3 Support Scope

We provide support for:

  • Service functionality issues
  • Account and billing questions
  • Integration assistance
  • Bug reports
  • Feature guidance

We do not provide:

  • Custom development
  • Third-party integration support
  • Training (except Enterprise)
  • Consulting services

 

12. Warranties and Disclaimers

12.1 Limited Warranty

We warrant that:

  • The Service will substantially conform to Documentation
  • We will provide the Service with reasonable skill and care
  • We have the right to provide the Service

12.2 Disclaimer

EXCEPT AS EXPRESSLY PROVIDED, THE SERVICE IS PROVIDED “AS IS” WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING:

  • MERCHANTABILITY
  • FITNESS FOR A PARTICULAR PURPOSE
  • NON-INFRINGEMENT
  • ACCURACY OR RELIABILITY
  • UNINTERRUPTED OR ERROR-FREE OPERATION

12.3 No Guarantee

We do not guarantee:

  • Specific results or outcomes
  • Compatibility with all systems
  • Error-free operation
  • Continuous availability
  • Data accuracy

 

13. Limitation of Liability

13.1 Liability Cap

TO THE MAXIMUM EXTENT PERMITTED BY LAW, OUR TOTAL LIABILITY FOR ALL CLAIMS ARISING FROM OR RELATED TO THE SERVICE SHALL NOT EXCEED THE AMOUNT YOU PAID US IN THE 12 MONTHS PRECEDING THE CLAIM.

13.2 Excluded Damages

WE SHALL NOT BE LIABLE FOR:

  • INDIRECT, INCIDENTAL, OR CONSEQUENTIAL DAMAGES
  • SPECIAL, PUNITIVE, OR EXEMPLARY DAMAGES
  • LOST PROFITS OR REVENUE
  • LOSS OF DATA OR BUSINESS OPPORTUNITIES
  • COST OF SUBSTITUTE SERVICES
  • BUSINESS INTERRUPTION
  • SECURITY INCIDENTS CAUSED BY CUSTOMER NEGLIGENCE
  • THIRD-PARTY INTEGRATION FAILURES

13.3 Exceptions

Limitations do not apply to:

  • Our gross negligence or willful misconduct
  • Death or personal injury caused by our negligence
  • Fraud or fraudulent misrepresentation
  • Violations of intellectual property rights
  • Matters that cannot be limited by law

Certain jurisdictions may not allow these limitations; such limits apply to the maximum extent allowed by applicable law.

14. Indemnification

14.1 Your Indemnification

You agree to indemnify and hold us harmless from claims arising from:

  • Your use of the Service
  • Your Customer Data
  • Your violation of these Terms
  • Your violation of laws or third-party rights
  • Your End Users’ actions

14.2 Our Indemnification

We will indemnify you from claims that the Service infringes third-party intellectual property rights, provided you:

  • Notify us promptly
  • Give us control of the defense
  • Cooperate with our defense

14.3 Remedies

If the Service is found to infringe, we may:

  • Obtain rights for continued use
  • Modify the Service to be non-infringing
  • Replace with non-infringing alternative
  • Terminate and refund prepaid fees

 

15. Term and Termination

15.1 Term

These Terms begin when you accept them and continue until terminated.

15.2 Termination by You

You may terminate by:

  • Cancelling your subscription
  • Closing your account
  • Providing written notice

15.3 Termination by Us

We may terminate or suspend your account if:

  • You violate these Terms
  • You fail to pay fees
  • You engage in prohibited activities
  • Required by law
  • We discontinue the Service (with 30 days’ notice)

15.4 Effect of Termination

Upon termination:

  • Your access to the Service ends immediately
  • You must pay all outstanding fees
  • We will delete your data per our retention policy
  • Provisions that should survive will continue

15.5 Survival

These sections survive termination:

  • Payment obligations
  • Intel property rights
  • Disclaimers and limitations
  • Indemnification
  • Dispute resolution

 

16. Dispute Resolution

16.1 Informal Resolution

Before filing a claim, contact us at support@twixo.com to resolve the dispute informally. Parties agree to attempt good faith negotiation within 30 days before initiating arbitration.

16.2 Arbitration Agreement

Any dispute arising from these Terms will be resolved by binding arbitration under the Arbitration and Conciliation Act, 1996 (India), except:

  • Small claims court matters
  • Intellectual property disputes
  • Injunctive relief requests

16.3 Arbitration Rules

Arbitration will be conducted:

  • Under Indian arbitration law
  • By a single arbitrator
  • Seat of arbitration: Ahmedabad, India
  • Language: English
  • With limited discovery

16.4 Class Action Waiver

You agree to arbitrate disputes individually, not as a class action or representative proceeding. All claims must be brought individually. No class actions or representative proceedings are permitted.

16.5 Exceptions

We may seek injunctive relief in courts for intellectual property or confidentiality breaches.

16.6 Opt-Out

You may opt out of arbitration by notifying us within 30 days of accepting these Terms.

17. General Provisions

17.1 Governing Law

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

17.2 Jurisdiction

Exclusive jurisdiction for non-arbitrable disputes is in the courts of Ahmedabad, India.

17.3 Entire Agreement

These Terms, Privacy Policy, and DPA (if applicable) constitute the entire agreement and supersede all prior agreements.

17.4 Amendments

We may modify these Terms by:

  • Posting updated Terms
  • Notifying you via email
  • Providing 30 days’ notice for material changes

Continued use after changes constitutes acceptance.

17.5 Waiver

Failure to enforce any provision does not waive our right to enforce it later.

17.6 Severability

If any provision is invalid, the remaining provisions remain in effect.

17.7 Assignment

You may not assign these Terms without our consent. We may assign these Terms without restriction.

17.8 Force Majeure

We are not liable for delays or failures due to circumstances beyond our reasonable control, including:

  • Natural disasters
  • War or terrorism
  • Government actions
  • Internet or telecommunications failures
  • Cyberattacks
  • Infrastructure failures
  • Strikes or labor disputes
  • Pandemics or public health emergencies

17.9 Export Compliance

You agree to comply with all export laws and regulations, including:

  • Indian export laws
  • U.S. export control laws
  • Sanctions regulations

You shall not use the Service in violation of any applicable export control or sanctions laws.

17.10 Government Use

If you are a government entity, the Service is “Commercial Computer Software” subject to standard commercial terms.

17.11 Independent Contractors

We are independent contractors. These Terms do not create a partnership, agency, or employment relationship.

17.12 Notices

Notices must be sent to:

17.13 Language

These Terms are in English. Translations are for convenience only.

18. Contact Information

For questions about these Terms:

Company: Elox Tech Private Limited
Product: Twixo
Email: support@twixo.com
Website: https://www.twixo.com
Registered Office Address: C/613, Swati Trinity, Applewood Township, S.P. Ring Road, Ahmedabad 380058, India

Acknowledgment: By using Twixo, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service.