This Cancellation & Exit Policy governs the termination of AI Employee subscriptions provided byTwinamics (Ezage Technologies Pvt. Ltd.), with a particular focus on enterprise logistics, operations, and driver workforce management automation in the UK and similar markets.
This policy takes reference from established SaaS practices followed by Salesforce, Oracle, and SAP, while adapting the principles to the evolving context of AI-as-a-Service, where AI Employees are integrated into your internal workflows.
- Definitions
- AI Employee:A digital, task-specific AI agent deployed for internal use, acting in domains such as operations, invoicing, scheduling, fleet intelligence, etc.
- Subscription Term:The agreed period for use, typically monthly, annual, or multi-year.
- Client: The subscribing entity to whom the AI Employees are deployed.
- POC Clients:Clients operating under Proof-of-Concept agreements or discounted GTM partner plans.
- Standard Cancellation Terms
- Monthly Subscription Clients:Must provide a minimum of 14 days' written notice before the next billing cycle to avoid renewal.
- Annual or Multi-Year Clients:Must provide 30 days' written notice before renewal date. Cancellations before the term-end will follow Early Termination provisions.
- Early Termination & Charges
In line with Oracle & SAP practices, Twinamics recovers costs associated with deployment, onboarding, training, and ongoing AI model improvements.
If a Client chooses to terminate before the end of a fixed-term subscription, the following applies:
- Early Exit Fee:Equivalent to 2 months of subscription or the remaining unpaid balance, whichever is lower.
- Custom SOWs or MSAs may override this.
- No early termination fees apply for monthly subscriptions (unless waived upfront fees are amortised over a longer commitment).
- Proof of Concept (POC) and Discounted Accounts
If a Client received:
- Discounted pricing
- Free onboarding
- Product roadmap influence rights
...in exchange for joining as a GTM partner or POC client:
Then the client agrees to a minimum lock-in of 6 to 12 months.
If cancellation occurs earlier:
- Standard pricing retroactively applies for services already consumed.
- Twinamics reserves the right to invoice the difference.
- Refund Policy
Similar to Salesforce:
- No refunds are issued for partially used subscription periods.
- Prorated refunds are not available unless specified in a negotiated MSA or agreed under extenuating circumstances (e.g., SLA breach or service disruption >5 business days).
- AI Data & Workflow Ownership
Upon cancellation:
- Client access to AI Employees will cease after 30 calendar days.
- All customer data (conversation logs, workflow triggers, analytics) will be available for export upon request during this time.
- Twinamics will permanently delete customer data post this retention window unless legally required to retain.
- Service Downgrade & Pause
Clients on annual subscriptions may pause or downgrade AI Employee deployments (e.g., remove fleet or driver modules) by providing 30 days' notice, subject to minimum usage thresholds per agreement.
- Governing Law
All disputes or cancellations under this policy shall be governed by and construed in accordance with the laws of India.
- How to Cancel
All cancellation requests must be submitted in writing to your Twinamics Customer Success Manager or emailed tosupport@twinamics.comwith subject line:Subscription Termination Request – [Client Name]