Buying hours on the web

To the TWINii Terms of Service. Effective 15 September 2026.

This Schedule applies when you buy hours to talk to a TWINii on a TWINii page or on an expert's own website. The Terms of Service apply in full alongside it. Buying through the TWINii app is covered by sections 11 and 11A of the Terms instead.

1. Who you are buying from

You are buying from TWIN INC LTD, the company behind TWINii. Not from the expert.

This is true even when you buy on the expert's own website. We take the payment, we hold your account, and we are who you come to if something goes wrong.

The expert is responsible for their own website and everything else on it.

2. What you are buying

Time with an expert's TWINii, bought by the hour.

A TWINii is an AI built from that expert's own work, speaking in their voice, within limits they have set. It is not the expert, and it does not know everything they know. Section 3 of the Terms of Service sets out what that means, including where a TWINii must not be treated as professional advice.

3. Price and VAT

The expert sets their hourly rate. We show the price you will pay before you buy, including VAT where it applies.

We cover the cost of processing your payment. There is no booking fee.

4. Changing your mind in the first 14 days

You have 14 days from the day you buy to change your mind.

Email support@twinii.ai within those 14 days and we will refund the hours you have not used. Hours you have already used are not refunded, since you have had them.

You do not need a reason and we will not ask for one.

5. After that

Once the 14 days have passed, your hours are non-refundable, except where the law says otherwise.

Hours expire 12 months after the day you buy them. Unused hours at that point are gone, and we cannot reinstate them.

We can always choose to put things right if something has genuinely gone wrong. Ask us.

6. If the TWINii comes down

An expert can take their TWINii off the public web at any time. If you still have hours left when that happens, you keep them.

Your hours stay usable until you have used them or they expire, whichever comes first. We will email you a link that gets you back in.

The only thing that changes is that nobody new can find it.

7. Who sees your conversations

The expert can see the conversations their TWINii has had, and a reference that stays the same for you across visits so they can recognise someone coming back. They do not see your name, your email address or any other account details.

One thing to know: whatever you type into the conversation itself, they see. If you tell their TWINii your name, the expert will see your name.

We can see your conversations alongside your account details. We use this to take payment, to help when you contact us, to resolve disputes, and to keep the platform safe. Nothing else.

8. How long we keep them

Conversations are kept for 13 months, then deleted.

You can ask us to delete yours sooner and we will. Our Privacy Policy has the full detail on your rights over your data.

9. Getting in touch

Email support@twinii.ai and a person will answer. Complaints, refund requests, anything that has gone wrong, come to us rather than to the expert.

Everything not covered here is in the TWINii Terms of Service. If the two ever disagree, this Schedule wins for web purchases.

Read the TWINii Terms of Service and the Privacy Policy.