Introduction
Please read these terms carefully.
TwinKnowledge Incorporated ("TwinKnowledge," "we," "us," or "our") is committed to protecting your privacy. This privacy policy ("Privacy Policy") describes how we collect, use, disclose, and safeguard personal information when you use the TwinKnowledge platform at TwinKnowledge.com (the "Site") and the associated services, tools, and related offerings (collectively, the "Services"), including any professional services described in the Terms and the applicable Order Form. We act as a Data Controller with respect to Account Data and Usage Data collected for our own operational purposes, and as a Data Processor with respect to Personal Data contained within Customer Data processed on behalf of a Customer, in accordance with the Terms.
This Privacy Policy applies to personal information collected and processed in connection with your use of the Services and does not apply to third-party websites, services, or applications, even if accessible through the Services. We reserve the right to modify this Privacy Policy at any time, with changes becoming effective upon posting of the revised version on the Site. Your continued use of the Services following such posting constitutes acceptance of the updated Privacy Policy.
TwinKnowledge is a platform that enables users to interact with supported services and execute actions through messaging interfaces using natural language prompts. TwinKnowledge does not custody user assets or credentials beyond what is necessary to provide the Services.
Unless otherwise defined herein, capitalized terms have the meanings given in our Terms and Conditions of Service ("Terms"). "Personal Data" has the same meaning as "Personally Identifiable Information" or "PII" as defined in Section 11.1 of the Terms. In the event of any inconsistency between this Privacy Policy and the Terms, the Terms will control.
1. What information we collect about you
1.1 Information you provide to TwinKnowledge
When you interact with us by using the Services or contacting Support, we collect personal information that you provide directly. This includes your login credentials such as your name, email address, password, and single sign-on (SSO) details, as well as information provided during account verification procedures (including linking a supported messaging account), user preferences, natural language prompts and inputs submitted through the TwinKnowledge interface, and billing or payment information for subscription fees or other platform fees (as applicable). We may also collect other personal data you submit, including information provided when you upload content, submit Feedback, request customer support, or participate in marketing promotions.
1.2 Information we collect when you use our Services
In addition to the information you provide directly, we also collect certain data automatically when you interact with the Services. This includes technical, usage, and device-related information that helps us operate, secure, and improve our platform, as well as interaction metadata and API interaction data generated when the platform routes requests to supported integrations and third-party services.
Log Files. When you use our Services, we may automatically collect information about your computer hardware and software, including your IP address, browser type, domain names, internet service provider (ISP), the files viewed on our site, operating system, clickstream data, access times and referring website addresses.
Usage Data. We may collect Usage Data such as technical logs, performance metrics, device identifiers, system events, and metadata associated with your interactions. We may use third-party service providers to help collect and analyze Usage Data, but we only share it in a de-identified form that does not reveal Customer Data. Usage Data may also include metadata related to AI-generated instructions, user approvals or rejections of generated actions, and interaction logs associated with supported integrations.
1.3 Information from cookies and similar technologies
We and our third-party partners may collect personal information using cookies, pixel tags, or similar technologies. For more information, please see Section 6 (Cookies). We may also collect information through other methods, such as online conferences, events, or contests.
1.4 Third-party integration data
When you use the TwinKnowledge interface to interact with third-party services or integrations, we may collect and process identifiers, interaction metadata, and related data. This information is used solely to facilitate the construction and routing of requests on your behalf. TwinKnowledge does not collect or store sensitive credentials beyond what is necessary to provide the Services.
2. How we use personal data
2.1 To provide the Services
We use your account information and Customer Data to provide the products and services to you — creating your user account, authenticating you, and providing customer support. This includes using your natural language prompts and inputs to generate instructions, queries, and other structured actions that can be executed across supported integrations and third-party services using artificial intelligence models. Inputs are processed to construct and route executable instructions based on your requests and approvals or rejections.
2.2 To improve and develop our product and Services
We use Usage Data to understand how users interact with the Services and to guide product development. When shared externally, this statistical information does not identify individual users. Any use of Customer Data for these purposes shall be solely for the purpose of improving or providing the Services.
2.3 To secure and protect our users
We use your information to help prevent security incidents, verify accounts, process product sign-ups, and detect misuse of the Services. We collect and log IP addresses to monitor access patterns, investigate security events, and troubleshoot issues, and may use interaction metadata and API interaction logs to monitor for anomalous or unauthorized activity within the platform.
2.4 To communicate with our users
We use your account information to communicate with you, including updates, requested information, and responses to comments, questions, and requests. You may opt out of promotional emails or text messages by following the unsubscribe instructions. If you opt out, we may still send you transactional or relationship messages, such as emails about your account.
2.5 To monitor and improve autonomous system behavior
We may use interaction data and system metadata to monitor and improve the autonomous functions of the Services — analyzing agent behavior, error patterns, system-triggered actions, and user overrides to support safe deployment, performance tuning, and continuous improvement, which may occasionally require user verification prior to execution.
3. How we share personal data
3.1 Service providers
We may share Personal Data with our third-party service providers to support our Services, such as for data hosting, payment processing, and application development. These service providers are prohibited from using your Personal Data except for these purposes and are required to maintain the confidentiality of your information. We maintain a current list of subprocessors made available upon written request, provide no less than 30 days' prior written notice before engaging any new subprocessor, impose data protection obligations no less protective than those in this Privacy Policy, and remain fully liable for the acts and omissions of our subprocessors.
In particular, TwinKnowledge may transmit certain data (including prompts and inputs) to third-party AI model providers solely for the purpose of processing and interpreting your instructions. TwinKnowledge does not authorize third-party AI model providers to use your prompts or inputs for the purpose of training their models.
3.2 Compelled disclosure
We reserve the right to use or disclose your Personal Data if required by law or if we reasonably believe that use or disclosure is necessary to protect our rights, protect your safety or the safety of others, investigate fraud, or comply with a law, court order, or legal process.
4. How we transfer personal data internationally
When we share Personal Data of individuals in the EEA, Switzerland or UK with third parties, we use a variety of legal mechanisms to safeguard the transfer including the European Commission-approved Data Privacy Framework Standard Contractual Clauses. Please contact us if you need more information about which legal mechanisms we rely on to transfer personal data internationally.
5. How we store and secure personal data
5.1 Data storage and security
We use a variety of security technologies and procedures to help protect your Personal Data from unauthorized access, use or disclosure, securing it on computer servers in a controlled, secure environment. All Personal Data is protected using reasonable, industry-standard physical, technical and organizational measures.
5.2 Business continuity and disaster recovery
We maintain a commercially reasonable business continuity and disaster recovery plan, including regular backups of Customer Data at intervals no less frequent than once every 24 hours. Upon written request, we will provide a summary description of our then-current practices.
5.3 Audit rights
Upon request, we will make available such information as is reasonably necessary to demonstrate compliance with applicable data protection laws. Customer (or a qualified independent auditor) may conduct audits no more than once per 12-month period, upon no less than 30 days' prior written notice, during normal business hours, and at Customer's sole cost.
5.4 Data breach notification
In the event of a security breach resulting in unauthorized access to, use, disclosure, alteration, or destruction of your Personal Data, we will notify affected individuals and applicable regulatory authorities without undue delay after becoming aware of such incident, and take all necessary actions to mitigate its effects and prevent future occurrences.
5.5 Retention of personal data
We retain Personal Data where we have an ongoing legitimate business need to do so. When we have no such need, we will delete or anonymize it, or securely store and isolate it until deletion is possible. Upon written request, Customer Data shall be returned or destroyed within 60 days. Upon termination or expiration of the Terms, Customer Data will be made available for export for a period of 30 days; if not exported and no request is submitted within 60 days, we shall destroy all Customer Data within 90 days following termination and certify such destruction in writing.
6. Cookies
What are cookies? Cookies are small text files sent to your browser when you visit a website, allowing the site to recognize your device and remember your preferences. First-party cookies are set by us; third-party cookies are set by other parties such as analytics or content providers.
Why we use cookies. Some cookies are required for technical reasons ("essential" or "strictly necessary" cookies). Others enable us to track and target the interests of our users to enhance their experience, analyze trends, administer the website, and gather demographic information about our user base as a whole.
Controlling cookies. You have the right to choose whether to accept or reject cookies through your browser settings or opt-out links provided by advertising networks. Blocking or deleting cookies may limit access to certain features. Opting out of targeted ads does not stop all advertising — it only affects personalized ads.
7. Your privacy rights and choices
Access, correction or deletion. You can request access, correction, updates or deletion of your Personal Data, subject to the retention provisions in Section 5.5.
Objection. You can object to our processing of your Personal Data, ask us to restrict processing, or request portability.
Withdraw consent. Where we have processed your Personal Data with your consent, you can withdraw it at any time; this will not affect the lawfulness of prior processing.
Complaint. You have the right to complain to a data protection authority. To exercise any of these rights, please submit a request using the contact form or support channel on our Site. To protect personal information, we may verify your identity by a method appropriate to the type of request.
8. EEA or UK rights
If you are located in the European Economic Area (EEA) or the United Kingdom (UK), you may have additional rights under applicable data protection laws, including the right to access, correct, delete, or restrict the use of your personal information, as well as the right to object to certain processing activities and to data portability.
If you reside in the EEA or UK and have questions about your data rights or our processing activities, you may contact us at trust@twinknowledge.com.
9. California privacy rights
Our obligations under the California Consumer Privacy Act, as amended by the California Privacy Rights Act ("CCPA/CPRA"), apply to the extent such laws are applicable to our processing activities. As of the date of this Privacy Policy, TwinKnowledge Incorporated does not believe it meets the applicability thresholds established by the CCPA/CPRA; however, to the extent such thresholds are met in the future, we shall comply with all applicable requirements, including consumer rights of access, deletion, correction, and opt-out.
10. Other important privacy information
We never sell personal data. We will never sell your Personal Data to any third party.
Governing law and dispute resolution. This Privacy Policy and any disputes arising out of or relating to it shall be governed by the laws of the State of New York, without regard to its conflict of laws provisions, subject to the dispute resolution and jurisdiction provisions in the Terms.
Information about children. The Services are not intended for or targeted at children under 18, and we do not knowingly collect Personal Data about children under 18. If you believe we have, please contact us at trust@twinknowledge.com so that we may delete the information.