Twaali Terms and Conditions

Effective date: 15 September 2026
Last updated: 15 September 2026

1. About these Terms

These Terms and Conditions (the Terms) govern access to and use of the Twaali websites, application and related services (together, the Service).

The Service is owned and operated by KEYZSOFT LTD, a private limited company registered in England and Wales under company number 14394329, with its registered office at 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom (Twaali, we, us or our).

By creating an account, selecting the acceptance box, purchasing a subscription or using the Service, you agree to these Terms. If you use the Service for an organisation, you confirm that you have authority to bind that organisation. If you do not agree, do not use the Service.

These Terms incorporate our Privacy Policy, Cookie Policy and Data Deletion Instructions.

2. Intended users and eligibility

Twaali is designed for businesses, organisations, freelancers and people using social media for professional purposes. This description does not mean that the Service is offered exclusively on a business-to-business basis.

You must be at least 18 years old and legally capable of entering into a contract to use the Service. You must not use the Service if applicable law prohibits you from doing so or if we have previously suspended or terminated your access for a serious or repeated breach.

Nothing in these Terms excludes rights or remedies that cannot lawfully be excluded, including mandatory consumer rights where they apply.

3. The Service

Twaali enables users, depending on their plan and the functions currently available, to connect supported social-media accounts; create, upload, store, copy, organise, schedule and publish content; manage channels, teams and workspaces; and use related publishing, campaign, credit and integration functions.

Features shown on a website, roadmap, demonstration, plan comparison or administration screen may be changed, tested, limited, suspended or not yet activated. A feature is part of your purchased Service only when it is identified as available in your plan or order and is operational in your account.

We may improve or change the Service, provided that we do not remove a core paid function during a current paid period without a reasonable operational, security, legal or third-party-platform reason. Where a material adverse change is reasonably foreseeable, we will provide notice when practicable.

4. Accounts and security

You must provide accurate, current and complete information and keep it updated. Registration currently requires information such as your full name, email address, username, time zone and password, together with acceptance of the applicable terms.

Your account is personal to you unless it is an authorised organisational or team account. You are responsible for:

• safeguarding your password, two-factor authentication method, API keys and recovery information;
• restricting access to your devices and account;
• activities performed through your account, except to the extent caused by our breach or by circumstances outside your reasonable control; and
• promptly notifying us at support@twaali.com if you suspect unauthorised access.

You must not share credentials between unrelated people, sell an account or impersonate another person or organisation. We may require reasonable verification before restoring access, changing ownership or processing a deletion request. Never send us your password, social access token or complete payment-card details by email.

5. Teams, workspaces and invited users

An account owner may invite other users and assign roles or permissions. The owner is responsible for invitations, membership, permissions, connected assets and instructions issued by authorised team members.

Each invited user must comply with these Terms. The owner must ensure that members have lawful authority to access the connected accounts, content and personal data made available to them.

Removing a member removes that member’s access but does not necessarily delete content, records or assets belonging to the workspace. A team owner must transfer ownership to another eligible member before requesting deletion of the owner’s account, unless deletion of the entire team and its data is also requested and can lawfully be completed.

6. Connecting social-media accounts

You may connect only an account, page, profile or channel that you own or are authorised to manage. By connecting it, you instruct and authorise Twaali to use the permissions and platform data necessary to provide the functions you request.

The Service may support destinations including Facebook, Instagram, Threads, LinkedIn, X, TikTok, YouTube, Pinterest and Google Business Profile. Availability depends on the relevant platform, approved permissions, account eligibility, region, plan and technical integration.

You remain responsible for complying with each connected platform’s terms, developer or community policies, advertising rules, content requirements and account restrictions. A connection may stop working because a token expires or is revoked, permissions change, the platform changes its API, the connected account is restricted, or the platform experiences an outage.

You may disconnect or delete an individual social connection using the available control in Twaali. This removes the connection credentials and associated authorisation data from Twaali’s operational database as described in our Data Deletion Instructions. Revoking access on the social platform alone may not remove every copy held by Twaali; use Twaali’s deletion control or contact us if you also require deletion from Twaali.

7. User Content and ownership

User Content means text, images, videos, files, captions, links, campaign information, drafts, scheduled posts and other material that you or your authorised users submit to the Service.

You retain ownership of your User Content. You grant Twaali a worldwide, non-exclusive, royalty-free licence to host, store, reproduce, format, transmit and deliver User Content only as reasonably necessary to:

• operate and secure the Service;
• display it to you and your authorised team members;
• process, schedule or publish it according to your instructions;
• transmit it to the platforms and services you select; and
• maintain backups, prevent misuse and comply with law.

This licence lasts only while required for those purposes and ends when the content is deleted from our active systems, subject to limited backup retention and legal retention described in the Privacy Policy. It does not transfer ownership to Twaali and does not permit us to sell your User Content.

You confirm that you have all rights, permissions, releases and lawful bases needed to upload, process and publish User Content, including rights relating to copyright, trademarks, music, images, personal data, publicity and people depicted in the content.

8. Publishing instructions and user responsibility

Twaali acts on the publishing instructions entered by you or your authorised users. You are solely responsible for reviewing and approving the content, destination accounts, audience, date, time, time zone, links, media, disclosures and platform-specific settings before publishing or scheduling.

You are responsible for everything you publish using Twaali and for the consequences of publication. Twaali does not provide editorial, legal, regulatory or professional approval of User Content.

You must check the status of important publications. A post may be delayed, rejected, duplicated, formatted differently or fail because of user instructions, connectivity, queues, expired permissions, platform restrictions, API changes or third-party outages. To the extent permitted by law, Twaali is not responsible for losses caused solely by incorrect user settings, unauthorised user actions, failure to review a post, or the operation or rejection of a third-party platform.

After publication, Twaali may retain a copy and status record until you delete them or your account data is deleted. Deleting Twaali’s copy, disconnecting a social account or deleting a Twaali account does not automatically delete a post already published on a social platform. You must delete it on that platform or intentionally use a supported deletion function before disconnecting.

9. Acceptable use

You must not use the Service to:

• break any law, court order, regulatory requirement or third-party right;
• publish content that is unlawful, fraudulent, defamatory, deceptive, threatening, harassing, hateful, exploitative or sexually abusive;
• promote violence, terrorism, trafficking, illegal goods or services, or serious physical harm;
• infringe copyright, trademarks, privacy, confidentiality, publicity or data-protection rights;
• send spam, conduct unauthorised marketing, manipulate engagement or operate deceptive or inauthentic accounts;
• publish personal data without an appropriate lawful basis or authorisation;
• distribute malware, phishing material or code intended to damage or gain unauthorised access;
• bypass plan limits, security controls, rate limits or platform restrictions;
• probe, scan, reverse engineer or disrupt the Service except where the law expressly permits it;
• resell or provide unauthorised access to the Service; or
• use the Service in a way that could cause Twaali or another user to violate a social platform’s rules.

We may investigate suspected misuse and remove, reject or restrict content or access where reasonably necessary to enforce these Terms, protect users, platforms or the Service, or comply with law. We are not required to pre-screen all User Content and do not assume responsibility for monitoring every publication.

10. Twaali intellectual property

The Service, software, interfaces, design, branding, documentation, templates and materials supplied by Twaali are owned by KEYZSOFT LTD or its licensors and are protected by intellectual-property laws.

Subject to these Terms and payment of applicable fees, we grant you a limited, non-exclusive, non-transferable and revocable right to access and use the Service for your internal professional or organisational purposes during your account or subscription period. No source code, ownership or other rights are transferred to you.

Third-party and open-source components remain subject to their respective licences.

11. Plans, free trials, credits and usage limits

Plans may be monthly or annual and may differ in features, connected accounts, team members, storage, publishing limits, credits or other allowances.

We may offer a free trial without requiring a payment card. Its availability, duration, credits and features may change between offers. The applicable trial details are those shown when you start it. Unless you actively purchase a paid subscription, the trial does not automatically convert into a paid subscription. At the end of a trial or allowance, functions may stop or become restricted.

Plans may impose an overall or per-channel limit. When a limit is reached, Twaali may prevent the creation or scheduling of additional content that would exceed it. Unused limits or credits expire as stated in the applicable plan and have no cash value unless expressly stated otherwise.

12. Paid subscriptions, renewal and cancellation

When you purchase a monthly or annual subscription, you authorise Stripe and Twaali to charge the price and applicable taxes shown at checkout to your selected payment method.

Unless the checkout or order states otherwise, a paid subscription renews automatically for successive periods of the same length until cancelled. You may cancel through the available billing control or by contacting support@twaali.com. Cancellation must be completed before the next renewal charge to avoid the next period’s fee.

Cancellation stops future renewal. Your paid access ordinarily continues until the end of the period already paid for and then the paid features stop. There is no automatic conversion to a free plan. Except where the refund provision below or mandatory law applies, cancellation does not produce a prorated refund for the unused part of a billing period.

We may change prices for a future subscription period. A price change does not alter a period already paid for and will be communicated before it applies where required by law.

13. Payments, currency and taxes

Prices are stated and charged in United States dollars (USD) unless we expressly agree otherwise. Taxes may be calculated or added according to the customer’s country, billing information and applicable law.

Payments are processed by Stripe. Twaali does not normally receive or store your complete payment-card number or security code. Stripe’s own terms and privacy notice also apply to its processing.

You must provide accurate billing information and are responsible for authorised charges, taxes and amounts due. We may correct an obvious pricing or billing error and will refund an incorrect charge where appropriate.

14. Three-day refund for the first paid subscription

In addition to any mandatory rights, you may request a full refund within three calendar days after the charge for your first paid Twaali subscription. This voluntary refund applies once per customer and only to that customer’s first paid subscription. It does not apply to renewals, later subscriptions, credit top-ups or other separate purchases unless we expressly state otherwise.

Send the request to support@twaali.com from the account email and include sufficient information to identify the payment. Do not send complete card details. An approved refund is returned through the original payment method; processing time after approval depends on Stripe and the relevant bank.

This clause does not limit refunds, cancellation rights or remedies required by applicable law, including rights relating to faulty, misdescribed or unavailable services. If mandatory law grants a longer cooling-off or refund right, that mandatory right prevails.

15. Failed payments

If a renewal payment fails, we may retry the payment and send operational notices during a grace period of up to seven days. If payment remains unsuccessful, we may suspend paid features without deleting the account. Access may remain restricted until payment succeeds or the subscription is otherwise resolved.

We will not delete an account merely because the first renewal attempt fails. Data retention, access and deletion remain governed by these Terms, the Privacy Policy and the Data Deletion Instructions.

16. Expiry, restricted access and data

When a paid subscription expires or ends, the account may become restricted or read-only and creation, scheduling, publishing, additional storage or other paid functions may stop. The exact available controls depend on the account state and the functions then implemented.

You should export or retain any records you need before access ends. Where self-service export or account deletion is not available, you may contact privacy@twaali.com to request access, export or deletion, subject to verification, technical feasibility and applicable law.

We retain and delete data as described in the current Privacy Policy and Data Deletion Instructions. We do not promise a fixed post-subscription retention or notice period unless that period is expressly displayed for your account or agreed in writing.

17. Third-party platforms and services

The Service interoperates with services that Twaali does not own or control, including social platforms, payment services and infrastructure providers. Your use of a third-party service remains subject to its own terms and policies.

We do not guarantee that a third-party platform will approve, accept, display, retain or publish any content, continue providing an API, maintain particular permissions or keep a feature available. We may change, suspend or remove an integration where required by the third party, law, security or technical feasibility.

Twaali is not responsible for a third party’s independent acts, content, availability, account decisions or data practices, but this does not exclude responsibility that applicable law places directly on Twaali.

18. Service availability and support

We aim to provide a reliable Service but do not guarantee uninterrupted, error-free or permanently available access. Maintenance, security events, infrastructure issues, internet conditions and third-party platforms may affect availability.

General plans do not include a service-level agreement, guaranteed uptime, service credits or compensation for downtime unless a separate written agreement expressly provides them.

Support may be provided through the channels and hours published by Twaali. Response or resolution times are targets only unless expressly agreed in writing.

19. Privacy and data protection

Our Privacy Policy explains how we collect, use, share, secure, retain and delete personal data. If you submit another person’s personal data or manage content on behalf of a client, employer or organisation, you are responsible for having the necessary authority, lawful basis and notices.

Our Cookie Policy explains how the public website uses cookies and similar technologies and how visitors can manage their choices. At the effective date of these Terms, we do not intentionally activate non-essential analytics, advertising or behavioural-targeting cookies on the public website.

Where Twaali processes personal data on behalf of an eligible organisational customer, the parties may enter into an appropriate data-processing addendum where legally required.

20. Suspension and termination

You may stop using the Service or cancel a subscription at any time, subject to the billing provisions above.

We may suspend or restrict access immediately where reasonably necessary to address a security incident, fraud, unlawful activity, material platform-policy risk, non-payment, harm to the Service or others, or a serious breach of these Terms. Where appropriate and lawful, we will explain the reason and provide a reasonable opportunity to remedy a remediable breach.

We may terminate an account for a serious or repeated breach, legal requirement, prolonged non-payment or discontinuation of the Service. If we discontinue a paid Service for reasons not caused by your breach, we will provide reasonable notice where practicable and any refund required by law or expressly promised for the unused paid period.

Termination does not cancel amounts already due or provisions that by their nature should continue, including ownership, payment, liability, dispute and legal-compliance provisions.

21. Disclaimers

To the maximum extent permitted by law, the Service is provided as is and as available. We do not warrant that every publication will succeed, occur at an exact time, appear identically on every platform, or remain available after a platform changes or removes it.

Twaali is a technical tool and does not provide legal, regulatory, financial, advertising, editorial or other professional advice. You must independently review the lawfulness, accuracy, suitability and platform compliance of your content and campaigns.

Nothing in these Terms excludes an express commitment in an order or rights and warranties that cannot lawfully be excluded.

22. Limitation of liability

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of obligations that cannot legally be limited, or any other liability that applicable law does not allow us to exclude or limit.

Subject to the preceding paragraph and to the maximum extent permitted by law:

• Twaali is not liable for indirect or consequential loss, loss of profits, revenue, business, anticipated savings, goodwill, opportunity or data; and
• Twaali’s total aggregate liability arising out of or connected with the Service or these Terms is limited to the total fees you paid to Twaali for the Service during the 12 months immediately before the event giving rise to the claim.

For a free Service, and only where the law permits, our aggregate liability is limited to GBP 100.

These limitations do not reduce mandatory remedies available to a consumer. You are responsible for maintaining appropriate copies of important content and records and for taking reasonable steps to limit loss.

23. Claims by third parties

If you use the Service in the course of a business, you will indemnify KEYZSOFT LTD against a third-party claim, loss or reasonable cost to the extent caused by your unlawful User Content, your infringement of a third party’s rights, or your material breach of Sections 6, 7, 8 or 9. This obligation does not apply to the extent the claim was caused by Twaali’s breach, negligence or unauthorised alteration of your content.

We will notify you of a covered claim where reasonably practicable and allow reasonable participation in its defence. This business indemnity does not apply to an individual acting wholly outside a trade, business, craft or profession.

24. Complaints and notices

Contact support@twaali.com for service, billing, refund or contractual complaints. Contact privacy@twaali.com for privacy and data-rights requests.

We may send operational or legal notices to the email associated with your account, display them in the Service or publish them on our website. You are responsible for keeping your email address current.

25. Changes to these Terms

We may update these Terms for legal, security, operational, commercial or service changes. We will publish the revised Terms and update the date above. For a material change affecting an existing paid subscription, we will provide reasonable advance notice where practicable or required by law.

Changes do not retrospectively remove accrued rights. If you do not agree to a material change, you may stop using the Service and cancel renewal before the change takes effect. Continued use after the effective date constitutes acceptance to the extent permitted by law.

26. Governing law and courts

These Terms and any non-contractual dispute arising from them are governed by the laws of England and Wales.

The courts of England and Wales have jurisdiction. If you are a consumer, this clause does not deprive you of mandatory protections of the country where you habitually live or any right to bring proceedings in a court available to you under applicable consumer law.

Before starting formal proceedings, the parties should attempt in good faith to resolve the dispute through written communication. These Terms do not require mandatory arbitration and do not prevent either party from seeking urgent injunctive or protective relief where legally available.

27. General provisions

These Terms, the Privacy Policy, the Cookie Policy, the Data Deletion Instructions and any order or additional terms expressly accepted by you form the agreement concerning the Service. If an order conflicts with these Terms, the order controls only for the specific Service and issue it expressly addresses.

You may not assign these Terms without our written consent. We may assign them as part of a merger, reorganisation, sale of business or transfer to an affiliate, provided this does not reduce mandatory rights.

If a provision is invalid or unenforceable, it will be limited or removed only to the minimum extent necessary and the remaining provisions will continue. A failure to enforce a provision is not a waiver. Nothing creates a partnership, employment, agency or joint venture between you and Twaali.

28. Contact

KEYZSOFT LTD
Company number: 14394329
Registered office: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom

Service, billing and contractual support: support@twaali.com
Privacy and data-protection requests: privacy@twaali.com