Terms of Service

The Service is provided by hrhelperg s.r.o. ("we," "our," or "us"), which owns and operates it under the name TwinPhone. References in these Terms to "TwinPhone" mean the TwinPhone service operated by hrhelperg s.r.o.

By accessing or using TwinPhone — whether through the website at twin-phone.com, the TwinPhone mobile application, or any related services (collectively, the "Service") — you agree to be bound by these Terms of Service ("Terms"). If you do not agree, you must not use the Service. We may update these Terms from time to time; material changes will be communicated via email or a prominent notice on the Service at least 30 days before taking effect. Continued use after the effective date constitutes acceptance.

TwinPhone provides internet-based voice calling to landlines and mobile phones worldwide, available both as a browser-based calling app and as a native mobile application. The Service may include outbound calling, virtual phone numbers, inbound calling to numbers you rent, caller-ID verification, SMS features, and team-management tools. Features may be added, modified, or removed at our discretion without liability.

You must be at least 18 years old (or the age of majority in your jurisdiction) to use the Service. By registering, you represent that all information you provide is accurate, current, and complete. You are solely responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. You must notify us immediately of any unauthorized use. TwinPhone is not liable for any loss arising from unauthorized account access.

TwinPhone uses a pay-as-you-go credit system. Credits are purchased in advance and deducted per minute of connected call time, rounded up to the next full minute with a one-minute minimum, at the rates published on twin-phone.com/rates at the time the call is placed. This is the same unit our carriers bill us in: every answered call costs us a full minute, so a 30-second call is charged as one minute. Calls that are never answered are not charged at all. Credits do not expire. We reserve the right to change rates at any time; current rates are always displayed before you initiate a call. We will provide at least 7 days' notice of any rate increase via email to active users. Virtual numbers are billed from your credit balance and may be cancelled at any time, with no further charges after cancellation.

Credits can be purchased on the web through our third-party payment processor (Stripe, Inc.), and in the mobile app through Apple In-App Purchase (see Section 5). All prices are in US Dollars (USD) unless stated otherwise. For direct (web) purchases, hrhelperg s.r.o. is currently not registered for VAT (neplátce DPH), so its prices do not include VAT; if we become required to charge VAT or other applicable taxes based on your location, the applicable tax will be calculated and shown before you confirm payment and itemized on your invoice. For App Store purchases, Apple acts as the merchant of record and collects and remits applicable taxes. TwinPhone does not store credit-card numbers or full payment credentials on its servers.

4.1 Promotional Top-Up Bonus

Eligible accounts may receive a one-time promotional bonus credit (the "Bonus Credit") added to their wallet on their first successful top-up, and we may offer additional tier bonuses on larger top-ups. Bonus Credit is promotional only: it has no cash value, is non-transferable, non-refundable, may expire, and may be revoked at our discretion in cases of abuse, including but not limited to creating multiple accounts from the same device, network, or payment method. Bonus Credit is not part of your refundable cash balance. The current bonus amounts and any eligibility conditions are displayed at the time of top-up; we may modify or discontinue the offer at any time without notice.

4.2 Auto-Refill (Optional, Web Only)

Auto-refill is an opt-in service available for direct (web) purchases only. After a successful web credit top-up, you may choose to enable auto-refill so that we automatically charge your saved payment method for a fixed amount (default $10.00) whenever your wallet balance falls below a threshold you select (default $2.00). By enabling auto-refill, you expressly authorize TwinPhone to charge the payment method on file for the configured amount, on a recurring basis, until you disable the feature. Auto-refill is not available for Apple In-App Purchases, which are one-time consumable purchases charged by Apple only when you initiate them.

You can change the amount, change the threshold, or turn auto-refill off at any time, from any device, in Account Settings → Billing. Cancellation takes effect immediately and prevents any further auto-refill charges. We will send an email receipt for every auto-refill charge. If three consecutive auto-refill attempts fail (e.g., expired card, insufficient funds), we will automatically disable the feature and notify you by email. Auto-refill purchases are subject to the same 14-day money-back guarantee as one-time top-ups (Section 6) and are governed by the FTC Restore Online Shoppers' Confidence Act (ROSCA) and Article 22 of the EU Consumer Rights Directive. You will not be charged for auto-refill until you actively opt in.

In the TwinPhone iOS app, credits are sold as consumable in-app purchases processed by Apple through the App Store. When you buy a credit pack in the app, Apple charges the payment method associated with your Apple Account, and the corresponding credit is added to your TwinPhone wallet. The price you pay is the App Store price tier shown at the point of purchase; Apple retains its commission and remits the balance to us.

• In-app credit packs are one-time consumable purchases. They are not subscriptions and do not auto-renew — Apple charges you only when you tap to buy.
• Credits added via In-App Purchase are used the same way as web-purchased credits and are subject to the same rates, acceptable-use rules, and no-expiry policy.
• Because Apple is the merchant of record for App Store purchases, refund requests for in-app purchases are handled by Apple. See Section 6.2.

A plain-language summary of this section, including how to send a request and how long an answer takes, is published at twin-phone.com/refund-policy. Where the two differ in wording, this section is the binding version.

6.1 Direct (Web) Purchases

TwinPhone offers a 14-day money-back guarantee on all credit purchases made directly through our website. If you are unsatisfied for any reason, you may request a full refund of your most recent credit purchase within 14 calendar days of the transaction date, provided that no more than 30% of the purchased credits have been consumed at the time of the request. To request a refund, use the "Get Refund" feature in your Account Settings or email support@twin-phone.com with the subject line "[Refund Issue]". Refunds are processed within 10 business days to the original payment method.

6.2 Apple In-App Purchases

Purchases made through the App Store are subject to Apple's refund policy, and Apple — not TwinPhone — controls those refunds. To request a refund for an in-app purchase, use Apple's "Report a Problem" page ( reportaproblem.apple.com) or your App Store purchase history. If Apple grants a refund, the corresponding credits are removed from your TwinPhone wallet, which may result in a negative balance that must be settled before further use. We are glad to help you with an App Store refund request — email support@twin-phone.com.

6.3 Refund Eligibility & Exclusions

We reserve the right to decline a direct-purchase refund request under any of the following:

• The request is made more than 14 calendar days after the purchase date.
• More than 30% of the purchased credits have already been used.
• The account has a pattern of repeated refund requests (more than two approved refunds within any 90-day period), which we consider indicative of abuse.
• The credits were obtained through a promotional offer or bonus that states non-refundability.
• The account has been suspended or terminated for violation of these Terms, including breach of the Acceptable Use policy (Section 7).
• We have reasonable grounds to believe the request is fraudulent, made in bad faith, or is part of a chargeback or payment-dispute scheme.

6.4 Virtual Numbers

Virtual phone-number rental fees are non-refundable for the current billing period once the number has been provisioned. If a virtual number fails to function as described, you may request a credit or prorated refund by contacting support within 7 days of the billing date.

6.5 EU & UK Statutory Rights

If you are a consumer in the European Union, the United Kingdom, or any jurisdiction that provides a statutory right of withdrawal, this policy does not limit any mandatory refund or cancellation rights you may have under applicable consumer-protection law. Under the EU Consumer Rights Directive (2011/83/EU) and equivalent UK rules, you have a 14-day right of withdrawal for digital services purchased online. Where you have expressly consented to the immediate provision of the Service and acknowledged the loss of your withdrawal right, the statutory right may not apply to credits already consumed; any unused credits remain eligible for refund in accordance with your statutory rights.

You may not use the Service for:

• Automated, auto-dialed, or robocalling
• Unsolicited bulk or commercial calls (spam)
• Fraudulent, deceptive, or misleading activity
• Harassing, threatening, or abusive communications
• Impersonating any person or entity
• Transmitting malware or interfering with the Service infrastructure
• Any activity that violates applicable local, state, national, or international laws
• Circumventing rate limits, security measures, or usage restrictions

You are solely responsible for the content of your communications and for your conduct on any call you place through the Service, including any information you provide, statements you make, or keypad (DTMF) selections you enter when interacting with a live agent, business, automated menu (IVR), bank, or government or visa service. You must not impersonate any person or entity, provide false, fraudulent, or misleading information to a called party, or use the Service to make any unlawful request or statement. TwinPhone transmits your call but does not monitor, script, or control what you say or send; responsibility for it rests with you.

We reserve the right to immediately suspend or terminate accounts that violate these terms, without prior notice and without refund, at our sole discretion. We may also report violations to law-enforcement authorities where appropriate.

The Service, including its design, text, graphics, logos, software, and all underlying technology, is the property of TwinPhone or its licensors and is protected by intellectual property laws. Subject to your compliance with these Terms, we grant you a limited, non-exclusive, non-transferable, revocable license to use the Service and to download and use one copy of the TwinPhone mobile application on any Apple device that you own or control, as permitted by the App Store Terms of Service. You may not copy, modify, distribute, reverse-engineer, or create derivative works from any part of the Service except to the extent such restriction is prohibited by applicable law.

We strive for high availability but do not guarantee uninterrupted, timely, secure, or error-free service. Call quality depends on your internet connection, hardware, device, and the destination telecom network — factors outside our control. We may perform scheduled or unscheduled maintenance at any time.

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE," WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, STATUTORY, OR OTHERWISE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, NON-INFRINGEMENT, AND FREEDOM FROM COMPUTER VIRUSES OR OTHER HARMFUL CODE. TWINPHONE DOES NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, SECURE, OR THAT DEFECTS WILL BE CORRECTED. YOU USE THE SERVICE ENTIRELY AT YOUR OWN RISK.

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL TWINPHONE, ITS OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, AFFILIATES, SUPPLIERS, OR LICENSORS (COLLECTIVELY, "TWINPHONE PARTIES") BE LIABLE FOR ANY:

• INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES
• LOSS OF PROFITS, REVENUE, DATA, GOODWILL, OR BUSINESS OPPORTUNITIES
• COST OF PROCUREMENT OF SUBSTITUTE SERVICES
• DAMAGES ARISING FROM SERVICE INTERRUPTION, DATA LOSS, OR SECURITY BREACHES
• DAMAGES ARISING FROM THE CONDUCT OF ANY THIRD PARTY ON THE SERVICE

ARISING OUT OF OR RELATED TO YOUR USE OF OR INABILITY TO USE THE SERVICE, REGARDLESS OF THE THEORY OF LIABILITY (CONTRACT, TORT, NEGLIGENCE, STRICT LIABILITY, OR OTHERWISE), EVEN IF ANY TWINPHONE PARTY HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

THE TOTAL AGGREGATE LIABILITY OF THE TWINPHONE PARTIES FOR ALL CLAIMS ARISING OUT OF OR RELATED TO THE SERVICE SHALL NOT EXCEED THE GREATER OF: (A) THE TOTAL AMOUNT YOU HAVE PAID TO TWINPHONE IN THE TWELVE (12) MONTHS PRECEDING THE EVENT GIVING RISE TO THE CLAIM, OR (B) TEN US DOLLARS (USD $10.00).

SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF CERTAIN DAMAGES OR WARRANTIES. IN SUCH JURISDICTIONS, OUR LIABILITY SHALL BE LIMITED TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW. NOTHING IN THESE TERMS EXCLUDES OR LIMITS LIABILITY FOR DEATH OR PERSONAL INJURY CAUSED BY NEGLIGENCE, FRAUD, OR ANY LIABILITY THAT CANNOT BE EXCLUDED BY LAW.

You agree to indemnify, defend, and hold harmless the TwinPhone Parties from and against any and all claims, liabilities, damages, losses, costs, and expenses (including reasonable attorneys' fees and court costs) arising from or related to: (a) your use or misuse of the Service, (b) your violation of these Terms or applicable law, (c) your violation of the rights of any third party, (d) any content or data you transmit through the Service, or (e) any fraudulent or illegal activity conducted through your account. This obligation survives termination of your account and these Terms.

You may close your account at any time, directly in the app or website, from Account Settings → Delete Account, or by contacting us. Deleting your account permanently removes your profile and associated data and tears down connected services (your rented numbers are released, any verified caller IDs and VoIP credentials are revoked, and your push-notification tokens are purged), subject to the retention periods in our Privacy Policy.

We may suspend or terminate your account at any time for cause (including breach of these Terms, fraudulent activity, or non-payment). Where permitted by law, we will provide reasonable notice before termination, except where immediate action is needed to protect the Service or other users. Upon voluntary closure, any remaining unused credits purchased within the preceding 14 days are refundable under our 14-Day Money-Back Guarantee (Section 6); credits older than 14 days are non-refundable upon voluntary closure, except as required by applicable law or Section 6.5. Upon termination for cause, remaining credits are forfeited, except where applicable law requires otherwise. Sections 10 through 18 survive termination.

TwinPhone shall not be liable for any failure or delay in performance resulting from causes beyond our reasonable control, including natural disasters, acts of government, war, terrorism, pandemics, labor disputes, internet or telecom infrastructure failures, power outages, cyberattacks, or actions of third-party service providers.

These Terms are governed by the laws of the Czech Republic, without regard to its conflict of laws principles. If you are a consumer, this choice of law does not deprive you of the protection afforded by the mandatory provisions of the law of your country of habitual residence (Article 6 of the Rome I Regulation and equivalent rules).

Consumers (EU, UK & elsewhere): You may bring proceedings in the courts of your country of habitual residence, and we will bring any proceedings against you only in those courts. Nothing in these Terms affects your non-waivable statutory rights as a consumer. You may also use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

Business (non-consumer) users: The courts of Prague, Czech Republic, have exclusive jurisdiction over any dispute arising out of or related to these Terms or the Service.

US users: Any dispute may, at your option or ours, be resolved by binding individual arbitration administered by the American Arbitration Association (AAA) on an individual (non-class) basis, conducted in English. Nothing here limits your right to bring claims before your local consumer-protection agency or small-claims court where eligible. Class, consolidated, and representative proceedings are waived only to the extent permitted by applicable law.

The following additional terms apply when you obtain or use the TwinPhone application from the Apple App Store. In the event of any conflict between this Section and the rest of these Terms with respect to the App Store app, this Section controls.

• Acknowledgement. These Terms are concluded between you and hrhelperg s.r.o. only, and not with Apple. Apple is not responsible for the application or its content. Your use of the app must comply with the App Store Terms of Service.
• Scope of license. The license granted for the app is limited to a non-transferable license to use the app on any Apple-branded device that you own or control, as permitted by the Usage Rules in the App Store Terms of Service.
• Maintenance and support. hrhelperg s.r.o. is solely responsible for providing any maintenance and support for the app. Apple has no obligation to furnish any maintenance or support services.
• Warranty. To the maximum extent permitted by applicable law, Apple has no warranty obligation with respect to the app. If the app fails to conform to any applicable warranty, you may notify Apple, and Apple will refund the purchase price (if any) for the app; Apple has no other warranty obligation whatsoever with respect to the app.
• Product claims. hrhelperg s.r.o., not Apple, is responsible for addressing any claims relating to the app or your use of it, including product-liability claims, any claim that the app fails to conform to a legal or regulatory requirement, and claims under consumer-protection or similar legislation.
• Intellectual property. In the event of any third-party claim that the app or your use of it infringes that party's intellectual-property rights, hrhelperg s.r.o., not Apple, is solely responsible for the investigation, defense, settlement, and discharge of any such claim.
• Legal compliance. You represent and warrant that you are not located in a country subject to a U.S. Government embargo or designated as "terrorist-supporting," and that you are not listed on any U.S. Government list of prohibited or restricted parties.
• Third-party beneficiary. Apple and its subsidiaries are third-party beneficiaries of these Terms, and upon your acceptance, Apple will have the right (and will be deemed to have accepted the right) to enforce these Terms against you as a third-party beneficiary.
• Contact. For questions, complaints, or claims regarding the app, contact hrhelperg s.r.o. at support@twin-phone.com.

If any provision of these Terms is found to be unenforceable or invalid by a court of competent jurisdiction, that provision shall be limited or eliminated to the minimum extent necessary, and the remaining provisions shall remain in full force and effect.

These Terms, together with the Privacy Policy and Cookie Policy, constitute the entire agreement between you and TwinPhone regarding the Service and supersede all prior agreements, understandings, and representations. No waiver of any provision shall be deemed a continuing waiver or a waiver of any other provision.