Terms of Service

These Terms of Service (“Terms”) constitute a legally binding agreement between you (“Customer”, “you”, or “your”) and TwentyCore Sdn Bhd (Registration No. 1670365P), a company incorporated in Malaysia with its principal place of business in Selangor, Malaysia (“TwentyCore”, “we”, “us”, or “our”).

By accessing or using the TwentyCore platform available at app.twentycore.ai (the “Service”), you agree to be bound by these Terms. If you are entering into these Terms on behalf of a company or other legal entity, you represent that you have the authority to bind that entity.

2.1 Account Registration. You must provide accurate, complete, and current information when creating an account. Each account is associated with a single tenant (organisation) in a multi-tenant environment.

2.2 Account Security. You are responsible for maintaining the confidentiality of your login credentials, including any two-factor authentication (2FA) setup. You must notify us immediately at hello@twentycore.ai if you become aware of any unauthorised access.

2.3 User Management. The account administrator may invite additional users subject to your subscription plan’s user limits. You are responsible for all activity that occurs under your account and its users.

2.4 Age Requirement. You must be at least 18 years of age to use the Service.

You agree not to:

• Use the Service for any unlawful purpose or in violation of any applicable law or regulation.
• Attempt to gain unauthorised access to any part of the Service, other accounts, or computer systems or networks connected to the Service.
• Interfere with or disrupt the integrity or performance of the Service or its underlying infrastructure.
• Reverse engineer, decompile, disassemble, or otherwise attempt to derive the source code of the Service.
• Upload or transmit any malware, viruses, or other malicious code.
• Use the Service to store or transmit content that infringes on the intellectual property rights of any third party.
• Resell, sublicense, or make the Service available to third parties without our prior written consent.
• Use automated means (bots, scrapers) to access the Service beyond published API rate limits.

We reserve the right to suspend or terminate your account if we reasonably determine that you have violated these acceptable use provisions.

4.1 Your Data. You retain all rights, title, and interest in and to any data, content, or information that you or your users submit to the Service (“Customer Data”). We do not claim ownership of your Customer Data.

4.2 Limited Licence. You grant us a limited, non-exclusive licence to use, process, and store your Customer Data solely to provide and improve the Service. This licence terminates when you delete your data or your account is closed.

4.3 Data Export. You may export your Customer Data at any time through the Service’s built-in export functionality (CSV, Excel). Upon termination of your account, we will make your data available for export for a period of 30 days, after which it will be permanently deleted.

4.4 Multi-Tenancy Isolation. Customer Data is logically isolated using row-level security. Your data is never shared with or accessible by other tenants.

5.1 Subscription Plans. The Service is offered under tiered subscription plans (Starter, Professional, Enterprise) as described on our pricing page. Prices are quoted in Malaysian Ringgit (MYR) unless otherwise agreed.

5.2 Payment Processing. Payments are processed securely through Stripe, Inc. By subscribing, you also agree to Stripe’s Terms of Service. We do not store your credit card details on our servers.

5.3 Billing Cycle. Subscriptions are billed monthly or annually in advance. Annual subscriptions receive a discounted rate as displayed on the pricing page.

5.4 Free Trial. We may offer a free trial period. At the end of the trial, you must subscribe to a paid plan to continue using the Service. No charges are incurred during the trial.

5.5 Price Changes. We may change subscription prices with at least 30 days’ prior written notice. Price changes will take effect at the start of the next billing cycle following the notice period.

5.6 Taxes. All fees are exclusive of applicable taxes (including SST). You are responsible for paying any taxes levied on your subscription.

6.1 Uptime Target. We target 99.9% monthly uptime for the Service, measured as the percentage of minutes the Service is available in a calendar month, excluding scheduled maintenance windows.

6.2 Scheduled Maintenance. We will provide at least 24 hours’ notice for planned maintenance. Maintenance windows are typically scheduled outside Malaysian business hours (Monday to Friday, 9:00 AM to 6:00 PM MYT).

6.3 SLA Credits (Enterprise Only). Enterprise plan customers are eligible for service credits if monthly uptime falls below 99.9%. Credits are calculated as a percentage of the monthly subscription fee: 10% credit for uptime between 99.0% and 99.9%, and 25% credit for uptime below 99.0%. Credits must be requested within 30 days of the affected month.

6.4 Support. Support availability varies by plan: email support for Starter, email plus phone/WhatsApp for Professional, and dedicated account management for Enterprise. Response time targets are 24 hours (Starter), 8 hours (Professional), and 4 hours (Enterprise) during business hours.

7.1 Our IP. The Service, including all software, algorithms, user interface designs, documentation, trademarks, and other materials, is owned by TwentyCore Sdn Bhd and protected by intellectual property laws. Nothing in these Terms grants you any right to use our trademarks, logos, or brand features without prior written permission.

7.2 Feedback. If you provide suggestions, ideas, or feedback about the Service, we may use it without restriction or compensation. You are not obligated to provide feedback.

7.3 Custom Development. Any custom features, integrations, or reports developed by TwentyCore specifically for a Customer under an Enterprise agreement remain the intellectual property of TwentyCore unless otherwise agreed in writing.

Each party agrees to keep confidential any non-public information received from the other party (“Confidential Information”) and to use it only for the purposes of these Terms. Confidential Information does not include information that is publicly available, was already known to the receiving party, or is independently developed without reference to the disclosing party’s Confidential Information.

9.1 Disclaimer. The Service is provided “as is” and “as available” without warranties of any kind, whether express or implied, including but not limited to implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

9.2 Liability Cap. To the maximum extent permitted by applicable law, TwentyCore’s total aggregate liability arising out of or relating to these Terms shall not exceed the total fees paid by you to TwentyCore in the twelve (12) months immediately preceding the event giving rise to the claim.

9.3 Exclusion of Damages. In no event shall TwentyCore be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, business opportunities, or goodwill, regardless of whether such damages were foreseeable.

9.4 Essential Purpose. The limitations in this section apply even if any limited remedy fails of its essential purpose.

You agree to indemnify, defend, and hold harmless TwentyCore, its officers, directors, employees, and agents from and against any claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising out of or relating to your use of the Service, violation of these Terms, or infringement of any third-party rights.

11.1 By You. You may cancel your subscription at any time through the Service or by contacting us at hello@twentycore.ai. Cancellation takes effect at the end of the current billing period. No refunds are provided for partial billing periods.

11.2 By Us. We may suspend or terminate your access to the Service immediately if you breach these Terms, fail to pay fees when due, or if required by law. We will provide reasonable notice when possible.

11.3 Effect of Termination. Upon termination, your right to use the Service ceases immediately. Your Customer Data will remain available for export for 30 days following termination, after which it will be permanently and irreversibly deleted from our systems.

11.4 Survival. Sections relating to data ownership, intellectual property, limitation of liability, indemnification, confidentiality, and governing law survive termination.

We may modify these Terms from time to time. We will notify you of material changes at least 30 days before they take effect by email or through the Service. Your continued use of the Service after the effective date of any changes constitutes your acceptance of the revised Terms.

13.1 Governing Law. These Terms are governed by and construed in accordance with the laws of Malaysia, without regard to conflict of law principles.

13.2 Dispute Resolution. Any dispute arising out of or in connection with these Terms shall first be attempted to be resolved through good-faith negotiation between the parties. If the dispute is not resolved within 30 days, either party may refer it to mediation administered by the Asian International Arbitration Centre (AIAC) in Kuala Lumpur, Malaysia.

13.3 Arbitration. If mediation is unsuccessful, the dispute shall be finally resolved by arbitration under the AIAC Arbitration Rules. The arbitration shall be conducted in English in Kuala Lumpur, Malaysia. The arbitrator’s decision shall be final and binding.

13.4 Jurisdiction. Notwithstanding the above, either party may seek injunctive or other equitable relief in the courts of Malaysia to protect its intellectual property rights or confidential information.

14.1 Entire Agreement. These Terms, together with our Privacy Policy and any order forms or subscription agreements, constitute the entire agreement between you and TwentyCore regarding the Service.

14.2 Severability. If any provision of these Terms is held to be unenforceable, the remaining provisions shall remain in full force and effect.

14.3 Waiver. No failure or delay by TwentyCore in exercising any right under these Terms shall constitute a waiver of that right.

14.4 Assignment. You may not assign or transfer these Terms without our prior written consent. We may assign these Terms in connection with a merger, acquisition, or sale of all or substantially all of our assets.

14.5 Force Majeure. TwentyCore shall not be liable for any failure or delay in performing its obligations due to circumstances beyond its reasonable control, including natural disasters, pandemics, government actions, or infrastructure failures.

If you have any questions about these Terms, please contact us: