Terms & Conditions

Twinstars provides CRM configuration, lead management, business automation, appointment management, communication automation, and related digital services.

Depending on the agreed scope, services may include:

• CRM setup and configuration
• Lead capture and contact organization
• Automated follow-ups and lead nurturing
• Pipeline management
• Appointment booking, confirmations, and reminders
• Forms, surveys, and custom fields
• Business-specific workflows
• Supported third-party integrations
• Funnel and landing page development
• AI-assisted customer communication and automation
• Staff orientation and training

The exact deliverables, implementation timelines, service limits, and fees will be stated in the applicable package, accepted proposal, Service Agreement, or Order Form.

Requests outside the agreed scope may incur additional charges. Twinstars will disclose applicable additional fees and obtain the Client’s approval before proceeding with additional paid work.

Twinstars may customize its systems according to the Client’s business requirements, customer journey, business hours, frequently asked questions, appointment processes, and other agreed specifications.

Twinstars may use templates, snapshots, workflows, frameworks, processes, and other reusable systems when providing services.

Twinstars retains ownership of its pre-existing and reusable intellectual property, including templates, snapshots, frameworks, workflows, methodologies, processes, documentation, and know-how, unless otherwise agreed in writing.

The Client retains ownership of its business information, customer data, branding, and materials supplied to TwinStars, subject to applicable third-party rights.

Customization does not automatically transfer ownership of TwinStars’ underlying reusable systems or intellectual property to the Client.

Third-party software, integrations, templates, and licensed materials remain subject to their respective owners’ terms and licensing conditions.

3.1 Pricing, Currency & Non-VAT Status

Twinstars Digital Solutions is a Non-VAT-registered business in the Philippines, based on its current registration status. All prices stated on the website, official proposals, and invoices are quoted in Philippine Pesos (PHP), unless otherwise specified.

Tax treatment will follow Twinstars’ current BIR registration and applicable Philippine tax laws. Where a transaction is not subject to VAT under applicable law, VAT will not be separately charged. Required invoices and other billing documents will be issued in accordance with applicable Philippine tax and invoicing requirements.

3.2 Automated Payment Methods

To promote transparency and payment security, Twinstars processes online digital transactions exclusively through its authorized payment gateway partner, Xendit, via the TaraPayments platform, subject to the availability and activation of these services.

Automated payment methods may include e-wallets such as GCash and Maya, as well as Direct Retail Deposits, where supported and enabled at checkout.

For account security and payment verification, Twinstars does not accept manually submitted payment screenshots or bank receipt images as standalone proof of payment. Payments must be completed through the authorized payment process and verified through the applicable payment provider or transaction records.

3.3 Third-Party & Usage Charges

Unless expressly included in the Client’s package or accepted written agreement, third-party and usage-based costs may include:

• SMS and email usage
• Telephone numbers and calling charges
• AI usage fees
• Premium software and integrations
• Advertising spend
• Third-party platform subscriptions
• Other external services required by the Client’s requested setup

Applicable third-party costs will be disclosed in the proposal, package terms, or other relevant written agreement before the Client is committed to additional paid services.

3.4 Transaction Fees & Inclusive Pricing

All pricing presented in official Twinstars proposals and invoices is inclusive of payment processing fees. The price agreed upon in the project contract or selected package is the final amount to be paid by the Client. Twinstars will absorb all standard transaction fees charged by its payment gateway partner, and no additional surcharges or convenience fees will be added at the time of checkout.

3.5 Invoicing & Payment Due Dates

For custom projects, Twinstars will issue invoices according to the accepted proposal or Service Agreement. Subscription fees will be billed according to the disclosed billing schedule.

The Client must settle payments by the stated due dates. Failure to pay may delay implementation or result in suspension of affected services, subject to these Terms and applicable law.

3.6 Price Changes

Twinstars may update its prices, packages, and service offerings prospectively. Existing Clients will receive reasonable advance notice of changes affecting recurring fees, subject to any applicable contractual commitments.

4.1 Proposal Review Period

For custom projects, Twinstars may provide a proposal detailing the scope of work, deliverables, estimated timeline, fees, payment schedule, and other relevant conditions.

The Client must review and accept the proposal before paid implementation begins. Any proposal-specific review deadline will be stated in the proposal.

4.2 Client Responsibilities

The Client agrees to provide accurate and timely information, access, permissions, materials, and approvals reasonably necessary for TwinStars to deliver the services.

The Client is responsible for reviewing and approving relevant business information, customer-facing messages, workflows, forms, appointment settings, and other business-critical configurations.

The Client must ensure that all materials and instructions provided to Twinstars are accurate, lawful, and authorized for use.

Delays caused by missing information, access, permissions, approvals, or other Client dependencies may affect delivery timelines.

4.3 Implementation Timelines

These are estimates, not guaranteed completion times. Technical issues, third-party limitations, changes in scope, and Client-caused delays may affect delivery.

4.4 Platform Accounts & Access

Where included in the Client’s package, Twinstars will provide or configure a GoHighLevel sub-account in accordance with the agreed service arrangement.

Third-party platforms and accounts remain subject to their applicable ownership, access, authorization, and licensing terms.

The Client must safeguard its credentials and grant access only to authorized individuals.

5.1 Proposal Acceptance

For custom projects, work will commence after the Client accepts the proposal, pays the required downpayment, and provides the information and access reasonably necessary for implementation to begin.

The applicable project fee and payment schedule will be specified in the accepted proposal or Service Agreement.

5.2 Non-Refundable Downpayment

Unless otherwise stated in the accepted proposal, custom projects require a fifty percent (50%) downpayment of the agreed project fee.

The downpayment reserves implementation resources and covers initial project commitments, which may include discovery, onboarding, planning, configuration, development, and resource allocation.

Once paid, the downpayment is generally non-refundable to the extent permitted by applicable law and the accepted agreement.

5.3 Project Cancellation

If the Client cancels a project after paying the downpayment but before full deployment, the downpayment will generally be forfeited to the extent permitted by applicable law and the accepted agreement.

Where applicable, Twinstars may retain amounts properly attributable to work performed, costs incurred, and commitments made. Any additional amount due, or any refund legally required, will be handled in accordance with the accepted agreement and applicable law.

Nothing in this section removes a refund or remedy that the Client is legally entitled to receive.

5.4 Subscription Cancellation

Unless otherwise agreed in writing, the Client must provide at least fourteen (14) days’ written notice before the next subscription billing date to request cancellation.

A cancellation request received within the required notice period will normally prevent the next renewal, subject to the applicable agreement and billing arrangements.

Subscription fees already processed are generally non-refundable for the applicable paid period, except where otherwise agreed in writing or required by law.

Cancellation does not remove outstanding payment obligations incurred before the effective cancellation date.

5.5 Cancellation by Twinstars

TwinStars may suspend or terminate services in accordance with Section 11, including for non-payment, material breach, unauthorized use, unlawful activity, abuse, or significant security or operational risks.

Any refund resulting from a Twinstars-initiated cancellation will be handled according to the accepted agreement and applicable law.

6.1 Billing Commencement

For custom integrations, development work, or other setups covered by a project proposal, the official billing commencement date and applicable subscription cycle may begin immediately upon receipt of the fifty percent (50%) downpayment, where this arrangement is expressly stated in the accepted proposal or Service Agreement.

Any recurring subscription fee associated with the project must be separately disclosed in the accepted proposal, Service Agreement, or invoice. A project downpayment does not automatically include or replace a recurring subscription fee unless expressly stated in writing.

For standard subscriptions, the billing commencement date will be the date stated in the accepted package, proposal, or billing agreement.

6.2 Implementation Period

Standard CRM implementation typically takes seven (7) to fourteen (14) business days after all required information, access, permissions, and approvals have been received.

AI Assist implementation typically takes twenty-four (24) to seventy-two (72) hours after all required assets, access, permissions, and approvals have been received, provided the required integrations are ready.

These timelines are estimates and may vary based on project requirements and technical dependencies.

6.3 Continuity of Billing

Where the accepted agreement specifies that a subscription or billing cycle begins during implementation, the implementation period runs concurrently with that active billing cycle.

Client-caused delays, including late submission of information, access, permissions, or approvals, do not automatically pause, extend, or adjust the agreed billing date.

This provision does not authorize Twinstars to impose recurring charges that were not disclosed and accepted by the Client.

6.4 Late Payment & Service Suspension

If payment remains overdue, Twinstars may provide notice and suspend affected services after a reasonable opportunity to settle the outstanding balance, subject to applicable law and the accepted agreement.

Suspension may affect CRM access, automations, communications, integrations, or other service-dependent functions. Amounts properly incurred before suspension remain payable.

Twinstars may use third-party platforms and providers, including CRM software, email and SMS services, calendars, payment gateways, hosting providers, AI tools, and other technology services.

Third-party services are controlled by their respective providers. Twinstars cannot guarantee uninterrupted availability, compatibility, or performance of those services.

Changes to third-party APIs, service plans, pricing, access permissions, or platform policies may affect functionality, availability, or implementation timelines.

The Client is responsible for complying with applicable third-party terms and usage requirements relating to its accounts and use of those services.

Twinstars may use automation and artificial intelligence to support lead management, customer communication, appointment scheduling, follow-ups, and related processes.

Automated or AI-generated information may contain errors, omissions, or inaccurate responses. The Client remains responsible for reviewing business-critical information and determining whether automated communication is appropriate for its customers.

AI and automation systems may require monitoring, maintenance, adjustments, and human oversight. Twinstars does not guarantee that every message, workflow, integration, or automated action will operate without error or interruption.

Twinstars does not guarantee specific business outcomes, including the number of leads, appointments, conversions, sales, revenue, or return on investment. Results may depend on advertising, pricing, competition, market conditions, customer demand, lead quality, sales processes, third-party services, and Client operations.

The Client retains ownership of its business and customer information, subject to applicable third-party rights.

The Client is responsible for ensuring that it has the appropriate rights, authority, and lawful basis to collect and process personal information and to instruct TwinStars to process that information.

Where Twinstars processes personal information on behalf of the Client, TwinStars will process it as reasonably necessary to provide the agreed services and in accordance with applicable Philippine data privacy requirements and the parties’ applicable agreements.

The parties will comply with the Data Privacy Act of 2012 (Republic Act No. 10173), its applicable implementing rules and regulations, and other relevant privacy requirements.

Where appropriate, the parties may enter into a separate Data Processing Agreement (TDS-DPA).

For additional information about how personal information is handled, please read the Twinstars Privacy Policy.

Twinstars will use reasonable administrative, technical, and organizational safeguards appropriate to the services provided.

The Client is responsible for protecting its account credentials and ensuring that access is provided only to authorized persons.

Each party agrees to protect confidential information received from the other party and to use it only for legitimate purposes related to the business relationship, unless disclosure is authorized or required by law.

Confidentiality obligations continue after termination for as long as the information remains confidential, subject to applicable law.

11.1 Support Hours

Unless otherwise stated in the applicable package or agreement, Twinstars support hours are:

Response and resolution times may vary depending on the nature and complexity of the issue.

Third-party outages, API changes, platform restrictions, telecommunications failures, and similar issues may require additional investigation and may not be immediately resolved by Twinstars.

11.2 Suspension or Termination by Twinstars

Twinstars may suspend or terminate services for reasons including:

• Non-payment
• Material breach of these Terms or an applicable agreement
• Unauthorized access or use
• Illegal or fraudulent activity
• Abuse of Twinstars personnel or systems
• Significant security, legal, or operational risk

Where reasonably practicable and legally appropriate, Twinstars will provide notice and an opportunity to resolve the issue before suspension or termination.

11.3 Effect of Termination

Upon termination, Client data will be handled in accordance with the Privacy Policy, any applicable Data Processing Agreement, applicable law, and Twinstars’ data handover and deletion procedures.

Termination does not remove payment obligations or other liabilities that accrued before the effective termination date.

Upon termination, applicable Client business and customer data may be prepared for handover to the Client, subject to technical feasibility, applicable law, third-party platform limitations, and the relevant agreement.

The Client may be required to acknowledge receipt of applicable data before TwinStars completes the corresponding deletion process.

Following applicable data handover and completion of any required acknowledgment, Twinstars will follow its data deletion procedures, subject to lawful retention requirements and applicable contractual arrangements.

Twinstars may retain non-personal workflow architecture, configurations, templates, and technical documentation for up to twelve (12) months where permitted by applicable law and consistent with the applicable agreements and retention procedures.

Further details may be governed by the Data Processing Agreement, Data Handover & Receipt Confirmation, Certificate of Customer Data Deletion, and Offboarding & Data Retention procedures, where applicable.

To the extent permitted by applicable law, Twinstars will not be liable for indirect, incidental, special, or consequential losses, including loss of profits, revenue, business opportunities, or expected savings arising from circumstances outside Twinstars’ reasonable control.

To the extent permitted by law, Twinstars’ total aggregate liability arising from or relating to the services will not exceed the total fees actually paid by the Client to Twinstars during the three (3) months immediately preceding the event giving rise to the claim.

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

The Client may not use Twinstars services for unlawful, fraudulent, abusive, deceptive, malicious, or unauthorized activities.

The Client is responsible for ensuring that its business activities, customer communications, marketing, and use of customer information comply with applicable laws and third-party platform requirements.

To the extent permitted by law, the Client is responsible for claims or losses arising from the Client’s unlawful use of the services, Client-provided materials, violation of applicable law, or unauthorized use of Client accounts.

This provision does not apply to the extent a claim results from Twinstars’ own unlawful conduct, gross negligence, or willful misconduct.

Twinstars may modify or improve its services and update these Terms to reflect changes in its services, technology, business operations, or applicable legal requirements.

Material changes affecting an existing Client’s contractual rights or obligations will be communicated with reasonable notice where required.

These Terms are governed by the laws of the Republic of the Philippines.

The parties will first attempt to resolve disputes through good-faith communication. If a dispute cannot be resolved informally, either party may pursue remedies available under applicable Philippine law.

If any provision is found invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

These Terms, together with the applicable Service Agreement, accepted proposal, Order Form, Privacy Policy, Data Processing Agreement, and other written agreements between the parties, constitute the agreement governing the services.

Where applicable, a signed Service Agreement, accepted proposal, or Order Form will control over these general Terms to the extent of a conflict concerning the specific engagement.

Official notices, including subscription cancellation requests, must be sent through an official Twinstars communication channel.

The Client may accept these Terms through electronic signature, checkbox acceptance, subscription, payment, account activation, or use of the services, where permitted by applicable law.

By subscribing to or using Twinstars services, the Client acknowledges that:

1. It has read and understood these Terms.
2. It understands that Twinstars provides CRM and automation services and does not guarantee specific business results.
3. It understands that automation and AI may require human oversight.
4. It is responsible for the accuracy and legality of information provided to Twinstars.
5. It is responsible for complying with applicable laws relating to its business, communications, and customer information.
6. It understands and accepts the applicable fees, payment schedule, cancellation requirements, and refund policy.
7. It agrees to the applicable Privacy Policy and other applicable service documents.