TWT Terms of Service
Publication Date: November 3, 2026
Effective Date: November 10, 2026
Welcome to the TWT Platform. Before registering an account, accessing, or using the Services provided herein, you should read carefully and fully understand all terms of this Agreement, especially provisions concerning disclaimers and limitations of liability, fees and subscription management, dispute resolution, and clauses governing your essential rights. If you do not agree to any term of this Agreement, please do not register an account or immediately discontinue accessing and using the Services. If you accept this Agreement on behalf of an enterprise, company, or other legal entity, you represent and warrant that you have full legal power and corporate authority to bind such entity to this Agreement, in which case "you" or "User" shall refer to such entity.
1. Formation of Agreement and User Eligibility
1.1 Contracting Parties: This Agreement is entered into by and between HIGHSOON PTE. LTD. (registered office: 8 Temasek Boulevard #21-03 Suntec Tower 3, Singapore 038988, hereinafter referred to as "TWT" or "we/us") as the operational entity of the TWT Platform, and you. TWT is a comprehensive enterprise cloud SaaS platform established under Singapore law, integrating diversified software services including multi-tenant collaborative customer service, smart contact centers, remote office collaboration, and audio/video communications. This Agreement constitutes the general terms of service governing all products and features across the platform.
1.2 Contractual Architecture and Completeness: This Agreement constitutes the overarching terms of service for the TWT Platform. The Privacy Policy, Acceptable Use Policy ("AUP"), platform operating rules, and product-specific terms (such as the Data Processing Agreement) published or updated from time to time by TWT constitute integral parts of this Agreement and form a binding legal agreement between both parties. In the event of any conflict between documents, the special terms shall prevail over general terms, and the latest published version shall take precedence.
1.3 Acceptance of Agreement: By checking "I Agree" on the website registration page, completing account registration or login, calling APIs/SDKs, or actually accessing and using any part of the Services, you confirm that you have read, understood, and agreed to be bound by all provisions of this Agreement.
1.4 User Eligibility: You confirm and warrant that you are at least 18 years of age (or have reached the age of majority prescribed by law in your jurisdiction of residence) and possess full civil rights and legal capacity to enter into binding contracts. If you lack full legal capacity, your legal guardian must read and agree to this Agreement; otherwise, TWT reserves the right to suspend or terminate your account at any time.
2. Account Management and Cancellation
2.1 Account Registration: You may register an account on the TWT Platform using a valid email address, or log in via third-party authentication services supported by the platform (such as Google OIDC). You warrant that the registration information you provide is true, accurate, complete, and up-to-date. If your information changes, you shall promptly update it within your account settings.
2.2 Account Security and Responsibility: Your TWT account is for your personal use or use by your lawfully authorized internal team members only. You shall not transfer, lease, lend, sell, or disclose your account or credentials to any third party. You shall bear full legal and contractual responsibility for all operations, business instructions, data transmissions, and payment actions conducted under your account credentials (whether authorized by you or not). If you discover any unauthorized login, credential leakage, or other security vulnerabilities, you must immediately notify TWT through official support channels to enable cooperative security mitigation measures. TWT shall not be liable for losses caused by your failure to properly safeguard your account credentials.
2.3 Self-Service Account Cancellation: To protect user autonomy and asset control, the TWT Platform provides a self-service "Delete Account" feature in the console under [Account Settings - Basic Info]. You may independently initiate an account cancellation application through standard automated processes.
2.4 Consequences of Account Cancellation (You should be aware that account cancellation is irreversible and produces the following legal consequences prior to submitting a cancellation request):
(1) Permanent Deletion of Projects and Data: All projects, custom configurations, session history, customer data, multimedia files, and backup records under the account will be permanently erased and cannot be recovered;
(2) Invalidation of Integrations and Features: External integration links, Webhook endpoints, API keys, web widgets, push channels, and associated sub-processor tokens bound to the account will immediately cease functioning;
(3) No Refunds and Termination of Subscriptions: Fees paid prior to cancellation will not be refunded. Unexpired subscription terms will not be extended or credited, and any remaining balance, coupon codes, and billing credentials bound to the account will be immediately terminated;
(4) User Responsibility for Backup: You must ensure that all essential data is fully exported and safely backed up prior to initiating cancellation. Once cancellation takes effect, such data cannot be retrieved.
2.5 Statutory Obligations and Exceptions: Notwithstanding the complete erasure of business data upon account cancellation, to comply with applicable statutory obligations under Singapore and relevant jurisdictions—including company law, tax law, anti-money laundering regulations, and cyber security regulations—we will securely retain necessary historical transaction records, payment vouchers, invoices, and security audit logs for the statutory retention periods prescribed by law. Such retained data will be used solely for statutory audit, tax verification, and regulatory inspection purposes, and will not be utilized for commercial operations.
3. Services and Technical Specifications
3.1 Service Modalities and Delivery: The TWT Platform delivers SaaS cloud services through web applications, client applications, mobile apps, API interfaces, and software development kits (SDKs). Specific features, service tiers, storage capacities, and concurrency limits are governed by the subscription plans selected by the user.
3.2 Smart Technologies and Automation Specifications: To enhance collaborative efficiency and data processing throughput, the TWT Platform may incorporate automated workflows, natural language processing, and artificial intelligence (AI) features across select functional modules. In using such features, you agree to comply with the following standards:
(1) Probabilistic Nature of Generated Content: You acknowledge and understand that content generated by algorithmic models and generative AI features is probabilistic and advisory in nature. TWT makes no warranty as to the absolute accuracy, completeness, timeliness, or fitness for a particular purpose of automated output or AI-generated suggestions;
(2) Ultimate Decision-Making Responsibility: You shall exercise independent human judgment and verification before adopting any automated output or AI-generated content in business decisions, customer communications, contract execution, medical advice, financial transactions, or public releases, and you shall bear all resulting responsibilities;
(3) Prohibited Use Cases: You shall never use any smart or automated features provided by TWT to generate, induce, or disseminate illegal, fraudulent, infringing, discriminatory, defamatory, violent, or sexually explicit content, or engage in any conduct that violates applicable laws.
3.3 Service Modifications, Interruptions, and Maintenance: To maintain system stability, performance, and security, TWT reserves the right to upgrade, modify, update, patch, or discontinue specific features or services at any time. TWT will provide reasonable advance notice of scheduled maintenance that materially affects service availability via website announcements, email, or console alerts, except in urgent cases involving cyberattacks, critical vulnerabilities, or emergency hardware failures where immediate intervention is required.
4. Data Processing and Privacy Protection
4.1 Privacy Policy: TWT places paramount importance on user privacy and data security. The platform's Privacy Policy constitutes an integral and inseparable part of this Agreement, detailing how we collect, store, process, transmit, and protect personal data belonging to you and your end users. By agreeing to this Agreement, you confirm that you have read and agreed to the Privacy Policy.
4.2 Data Rights and Licensing: You retain all proprietary rights in and to all business data, customer records, communication sessions, documents, and media files that you import, upload, create, or store on the TWT Platform ("User Data"). You grant TWT a worldwide, royalty-free, limited license to host, transmit, reproduce, display, and process User Data solely to the extent necessary to provide, maintain, and support the Services, handle technical anomalies, and fulfill statutory obligations.
4.3 Data Compliance and Cross-Border Transfers: TWT strictly complies with applicable data protection laws, including the Singapore Personal Data Protection Act 2012 ("PDPA"). To provide high-availability SaaS services to global users, User Data may be hosted in core infrastructure in Singapore or across secure edge network nodes globally. For international cross-border transfers of personal data, TWT adheres to the transfer requirements of the PDPA, the EU Standard Contractual Clauses (EU SCCs), and other applicable legal mechanisms, ensuring that personal data transferred overseas receives a comparable standard of continuous protection.
4.4 Security Incident Notification: In the event of a confirmed personal data security incident that presents a significant harm to affected individuals, TWT will promptly notify the Personal Data Protection Commission of Singapore (PDPC) and notify affected users within reasonable operational timelines pursuant to the PDPA, providing descriptions of the incident, impact assessments, and remediation guidance.
5. Third-Party Services and Integrations
5.1 Third-Party Service Integrations: The TWT Platform may integrate with or link to third-party services, applications, tools, messaging channels, payment gateways, and cloud infrastructure (collectively, "Third-Party Services"), such as third-party authentication, push notifications, and payment processing.
5.2 Independent Disclaimer for Third-Party Services: You understand and agree that your use of any Third-Party Services is governed by the independent legal terms and privacy policies of the respective third-party providers, which do not constitute part of this Agreement. TWT makes no warranty as to the continuity, security, legality, or operational quality of Third-Party Services, and shall not be liable for any data loss, service interruption, privacy breach, or financial losses caused by third-party services.
6. Fees and Subscriptions
6.1 Pricing Models and Taxes: The TWT Platform offers multi-tiered enterprise pricing models, including free trial plans, standard editions, professional editions, enterprise custom plans, and volume-based consumption packages. Pricing schedules, billing currencies (typically United States Dollars, USD), and package entitlements are specified on the official pricing page or console order page. Unless expressly stated otherwise, all listed prices exclude taxes and levies payable by you under applicable laws (such as Singapore Goods and Services Tax "GST", Value Added Tax "VAT", or sales tax). You shall be solely responsible for remitting any statutory taxes arising from your purchase and use of the Services.
6.2 Billing and Payment Security: The TWT Platform utilizes compliant third-party payment gateways (such as Stripe and cross-border payment processors) to process subscription billing. You agree and authorize TWT and designated payment processors to process your payment information and deduct subscription fees. You warrant that you have lawful authorization to use the payment methods provided.
6.3 Continuous Subscriptions and Auto-Renewal:
(1) Deduction Authorization: If you select an auto-renewing subscription plan (such as monthly or annual renewal) when purchasing services, you expressly authorize TWT to automatically deduct the corresponding subscription fees for the next billing cycle from your payment account prior to the expiration of the current billing cycle;
(2) Pre-Billing Notices: To safeguard your right to know, TWT will send renewal reminder notices to your account-bound email address prior to executing automatic renewal deductions;
(3) Failed Deductions and Grace Period: If an automatic deduction fails due to insufficient balance, expired credit card, or payment gateway issues, TWT will issue payment failure notices and provide a reasonable grace period (typically 3 to 7 days). If payment remains uncompleted after the grace period expires, TWT reserves the right to downgrade your service tier or suspend service features;
(4) Cancellation of Auto-Renewal: You may turn off the auto-renewal feature at any time through the console under [Account Settings - Subscription Management]. Turning off auto-renewal takes effect at the end of the current paid billing cycle, and services remain active through the end of the paid term.
6.4 Coupons and Promotional Codes:
(1) Distribution Forms and Rules: TWT may issue promotional discount coupons, redemption vouchers, and credit codes through official website marketing activities, sales agreements, or partner promotions.
(2) Scope and Usage Restrictions: Coupons and promotional codes are for use by the registered recipient account only during the specified validity period and for designated products or tiers. Coupons cannot be transferred, sold, gifted, or exchanged for cash;
(3) Prohibition of Fraudulent Abuse: Exploiting technical vulnerabilities, automated scripts, mass registrations, or deceptive means to acquire or accumulate promotional codes is strictly prohibited. Upon verification of fraudulent abuse, TWT reserves the right to cancel associated coupons, recover discounted amounts, or terminate the account;
(4) Refund Deduction Principle: For orders involving coupon deductions, any lawful refund will be capped at the actual net cash amount paid by the user, and coupon deduction amounts will not be refunded or reissued.
6.5 Refund Policy: As SaaS cloud services operate on a ready-to-use digital delivery model with allocated server resources upon activation, fees paid are generally non-refundable once an order is confirmed, except as expressly provided in a dedicated written agreement or mandatory statutory requirements under applicable law. If service unavailability arises directly from TWT's fault and exceeds Service Level Agreement (SLA) tolerances, TWT may, at its sole discretion, compensate you with extended service duration or equivalent platform service credits.
7. Acceptable User Conduct
7.1 Compliance Commitment: You warrant and agree that your access to and use of the TWT Platform shall be lawful, bona fide, and strictly in accordance with your legitimate business scope. You agree to strictly abide by all applicable laws and regulations of Singapore and relevant jurisdictions, as well as the platform's Acceptable Use Policy ("AUP").
7.2 Prohibited Conduct: In using the Services, you shall not engage in any conduct that compromises network security, impairs system stability, or violates applicable laws and regulations, including but not limited to:
(1) Attempting unauthorized scanning, probing, penetration testing, or vulnerability assessment of the TWT Platform's systems, network nodes, or API endpoints, or bypassing authentication and access control mechanisms;
(2) Initiating any form of Denial of Service (DoS/DDoS) attacks, automated traffic bursts, or excessive load that monopolizes server CPU, memory, bandwidth, or database resources;
(3) Uploading, implanting, hosting, or distributing any computer viruses, Trojan horses, worms, ransomware, logic bombs, or malicious code;
(4) Reverse engineering, decompiling, disassembling, or extracting source code, trade secrets, or proprietary algorithms from TWT client applications, APIs, or underlying architecture;
(5) Sending unauthorized mass communications, bulk marketing spam, phishing messages, or junk mail via the Services, in violation of the Singapore Spam Control Act 2007 or international anti-spam standards;
(6) Conducting telecommunications fraud, money laundering, illegal fundraising, impersonating official entities, establishing phishing sites, or providing hacking intrusion tools;
(7) Storing, uploading, transmitting, or publishing any content involving child sexual exploitation, terrorism, extremism, violent weapons, illegal drugs, unauthorized gambling, infringement of third-party intellectual property or privacy rights, or content endangering national security or public order;
(8) Deliberately circumventing, counteracting, or disrupting the platform's built-in sensitive word filtering, spam prevention, and security auditing mechanisms.
7.3 Disciplinary Measures for Violations: If TWT reasonably determines that your conduct or data violates this Agreement, the AUP, or applicable laws, TWT reserves the right, without prior notice, to immediately remove infringing content, restrict API rate limits, suspend or terminate account access, revoke service entitlements, and report violations and relevant logs to competent law enforcement and regulatory authorities. All losses resulting therefrom shall be borne solely by you.
8. Complaints and Violation Handling
8.1 Official Complaint Channels: To maintain platform security, trust, and legal compliance, TWT provides official complaint and reporting channels on its official website and web console, through which users, rightsholders, and end users may submit infringement notices and violation reports.
8.2 Types of Actionable Complaints: The platform's complaint intake system processes reports across three principal dimensions:
(1) Illegal, Harmful, and Prohibited Content: Content involving child exploitation, violence, gambling, drugs, cyberattacks, or threats to public safety;
(2) Intellectual Property and Personality Right Infringements: Infringements of trademarks, patents, copyrights, trade secrets, rights of reputation, portrait rights, or privacy rights;
(3) Fraud, Phishing, Impersonation and Security Risks: Activities involving financial fraud, phishing links, official impersonation, malware, or network security risks.
Complainants must provide authentic identity information, precise URLs/identifiers of the reported content, a clear statement of factual grounds, and prima facie supporting evidence.
8.3 Complaint Handling and Counter-Notice Mechanisms:
(1) Preliminary Review: TWT's security and compliance team will conduct preliminary review upon receipt of complaint materials;
(2) Forwarding and Counter-Notice: Where a complaint involves complex rights disputes, TWT will forward the notice to the reported user, who may submit a counter-notice with supporting evidence within prescribed timeframes;
(3) Interim Protective Measures: Where evidence demonstrates clear illegality or severe infringement, or where the reported party fails to submit a valid counter-notice, TWT will implement interim measures including content removal, link disabling, or temporary account restrictions;
(4) Sanctions for Malicious Complaints: Submitting fabricated, false, or abusive complaints without bona fide factual basis is strictly prohibited. TWT reserves the right to restrict or terminate accounts that engage in bad-faith reporting.
9. Intellectual Property
9.1 Platform Proprietary Rights: Except for User Data lawfully owned by you, all intellectual property rights in and to the TWT Platform—including source code, object code, software architecture, interface layouts, graphic designs, algorithms, databases, documentation, product logos, and "TWT" trademarks—are owned exclusively by TWT and its licensors. You acquire no ownership rights in the platform under this Agreement.
9.2 Limited Commercial Use License: Subject to your continued payment of subscription fees and strict compliance with this Agreement, TWT grants you a non-exclusive, non-transferable, revocable, non-sublicensable, limited license to access and use the platform solely for your internal business operations during your active subscription term.
9.3 Feedback and Suggestions: If you submit suggestions, ideas, improvements, or defect reports to TWT, you agree that TWT shall have an irrevocable, royalty-free, perpetual, worldwide right to incorporate, commercialize, and implement such feedback without compensation or accounting to you.
10. Disclaimers and Limitations of Liability
10.1 "As-Is" Delivery and Force Majeure: To the maximum extent permitted by applicable law, the Services are provided on an "AS IS" and "AS AVAILABLE" basis, without warranties of any kind, whether express, implied, or statutory (including implied warranties of merchantability, fitness for a particular purpose, non-infringement, or error-free operation). TWT shall not be liable for service disruptions caused by force majeure events, telecom line failures, power outages, third-party DDoS attacks, government actions, or regulatory changes;
10.2 Exclusion of Indirect and Consequential Damages: To the maximum extent permitted by law, TWT, its parent companies, subsidiaries, affiliates, directors, officers, employees, and agents shall in no event be liable to you or any third party for any indirect, incidental, consequential, special, punitive, or exemplary damages, including lost profits, loss of goodwill, business interruption, loss of data, or procurement of substitute services, regardless of legal theory and even if advised of the possibility of such damages;
10.3 Limitation of Liability Cap: To the maximum extent permitted by applicable law, TWT's aggregate liability arising out of or related to this Agreement or the Services, under all causes of action, shall be strictly capped at the total amount actually paid by you to TWT for the specific service giving rise to the claim during the six (6) months immediately preceding the incident giving rise to liability;
10.4 User Indemnification: You agree to defend, indemnify, and hold harmless TWT, its affiliates, directors, officers, employees, agents, and licensors from and against any claims, losses, damages, liabilities, costs, and expenses (including reasonable legal fees) arising out of or related to: (a) your breach of this Agreement or the AUP; (b) your violation of applicable laws or third-party rights (including intellectual property or privacy rights); (c) any dispute arising from your products, services, or communications with your end users.
11. Term and Termination
11.1 Voluntary Termination by User: You may cease using the Services at any time and initiate account cancellation through the console, or turn off auto-renewal before your billing cycle ends, thereby terminating this Agreement upon expiration of the term.
11.2 Platform Compliance Termination: TWT reserves the right, without prior notice, to immediately suspend, restrict, or terminate your service entitlements and cancel your account upon the occurrence of any of the following events:
(1) You breach any provision of this Agreement, the AUP, or platform operating rules;
(2) Your conduct infringes third-party rights or involves suspected unlawful activities;
(3) You fail to pay overdue service fees following payment grace periods;
(4) Mandatory requirements of applicable laws, court orders, or law enforcement authorities.
11.3 Survival of Terms: Upon termination of this Agreement for any reason, provisions by their nature intended to survive termination shall remain in full force and effect, including Section 2 (Account Consequences), Section 4 (Data and Privacy), Section 9 (Intellectual Property), Section 10 (Disclaimers and Liability), Section 12 (Dispute Resolution), and Section 13 (Miscellaneous).
12. Governing Law and Dispute Resolution
12.1 Governing Law: The formation, validity, interpretation, performance, amendment, termination, and dispute resolution of this Agreement, as well as any non-contractual obligations arising out of or related to this Agreement, shall be governed by and construed in accordance with the substantive laws of Singapore, without regard to its conflict of law principles. The United Nations Convention on Contracts for the International Sale of Goods (CISG) shall not apply.
12.2 Dispute Resolution: Any dispute, controversy, difference, or claim arising out of or relating to this Agreement, including the existence, validity, interpretation, performance, breach, or termination thereof, shall first be resolved through friendly consultations between the parties. If consultations fail to reach a settlement within thirty (30) days from written notice of dispute, either party shall submit the dispute to the Singapore International Arbitration Centre (SIAC) for arbitration administered by SIAC in accordance with the Arbitration Rules of the Singapore International Arbitration Centre ("SIAC Rules") in force when the Notice of Arbitration is submitted. The seat of arbitration shall be Singapore. The arbitration tribunal shall consist of one (1) arbitrator appointed in accordance with SIAC Rules. The language of arbitration shall be English. The arbitral award shall be final and binding upon both parties.
13. Miscellaneous
13.1 Severability: If any provision of this Agreement is held to be invalid, illegal, or unenforceable by an arbitral tribunal or court of competent jurisdiction, such provision shall be enforced to the maximum extent permissible, and the remaining provisions of this Agreement shall remain in full force and effect.
13.2 Non-Waiver: The failure or delay of TWT to exercise or enforce any right, power, or remedy under this Agreement shall not operate as a waiver thereof, nor shall any single or partial exercise preclude any other or further exercise thereof.
13.3 Notices and Service: TWT may provide valid notices to you via official website announcements, console internal messages, email, or registered contact channels. Notices shall be deemed served upon transmission or posting.
13.4 Official Contact Information: If you have any questions, suggestions, or business inquiries regarding this Agreement, you may contact us through the following official channels:
Operating Entity: HIGHSOON PTE. LTD.
Registered Office: 8 Temasek Boulevard #21-03 Suntec Tower 3, Singapore 038988
Official Customer Service & Support Email: support@twt.com