Terms and conditions

 

Last updated: 08-12-2025

These Terms of Service (“Terms”) apply between Tvixel ApS (CVR 45665151), Gyvelhøjvej 7, Søballe, 8660 Skanderborg (“Tvixel”, “we”, “us”) and the Customer (“Customer”, “you”), who uses Tvixel’s platform and associated services.

By creating an account, you accept these Terms as well as Tvixel’s Data Processing Agreement (DPA).

1 – Definitions and Scope of the Agreement

1.1. Tvixel

Tvixel provides a software-as-a-service platform for handling customer communication across e-mail, Messenger, Instagram, WhatsApp, live chat, contact forms, and similar channels.

1.2. Customer

A business, public institution, or other legal entity that has created an account with Tvixel.

1.3. Users

Individuals within the Customer’s organisation who each have their own individual login to Tvixel.

1.4. Account

The instance of Tvixel’s platform administered by the Customer.

1.5. End Customers

Individuals who communicate with the Customer via the Tvixel platform.

1.6. Governing Law

This is a B2B agreement governed by Danish commercial law.

1.7. Data Processing Agreement

The DPA forms an integrated part of these Terms and regulates all matters related to personal data.

2 – Account Registration and User Conduct

2.1. Account creation

The Customer must register as a legal entity and provide accurate and valid information.

2.2. Security requirements

Users must use strong passwords.
The Customer is responsible for securing its users’ devices, networks, and computers.
Tvixel cannot be held liable for losses arising from insecure login practices.

2.3. Personal users – no shared logins

Each user profile is personal and may not be shared with others.
Each employee must have their own user account according to the pricing plan.

Violation of this rule is considered a material breach.

2.4. Customer responsibility for activity

The Customer is responsible for all activity, message content, files, and actions performed through the account, regardless of who technically performs them.

3 – Acceptable Use

Tvixel may only be used for legitimate customer communication, support, and internal workflows.

3.1. Prohibited content and actions

It is not permitted to use Tvixel for:

  • Mass marketing or spam
  • Harassment, threats, hate speech, or derogatory behaviour
  • Illegal activities, including violence, fraud, and crime
  • Distribution of illegal material, including child sexual abuse material
  • Phishing, identity theft, or misleading communication
  • Upload or distribution of malware, spyware, or harmful files
  • Interference with Tvixel’s infrastructure, attempts at hacking or bypassing security
  • Hosting large amounts of data, backup files, media archives, or similar (Tvixel is not a file storage service)
  • Unreasonable strain on the infrastructure
  • Any action that violates applicable law, data protection rules, or good IT practices

3.2. System load

The Customer may not carry out activities that place unreasonable load on Tvixel’s systems, such as:

  • Automated spam via APIs
  • Unlimited bulk uploading
  • Bot-generated traffic
  • Scripted exploitation of live chat or webhook endpoints

Tvixel determines what constitutes reasonable usage.

3.3. Consequences of misuse

In case of breach of this section, Tvixel may, without notice:

  • Suspend user access
  • Suspend the entire account
  • Terminate the agreement
  • Report illegal behaviour to authorities

4 – Licence and Rights

4.1. Licence

Tvixel grants the Customer a non-exclusive, non-transferable, time-limited, and revocable licence to use the platform for internal business purposes.

4.2. Prohibited actions

The Customer may not:

  • Sublicense, sell, or redistribute Tvixel
  • Reverse engineer, copy, or derive source code
  • Bypass security measures or technical restrictions
  • Develop competing products based on Tvixel’s software

4.3. Intellectual property

All intellectual property rights to Tvixel belong to Tvixel ApS.

5 – Payment, Billing and Pricing

5.1. Price

DKK 50 per user per month (excl. VAT), DKK 62,50 per user per month (incl. VAT), unless otherwise agreed.

5.2. Billing

Billing occurs monthly in arrears on the 1st of the month.
The number of active users in the previous month determines the invoice amount.

5.3. Payment methods

Payment is primarily made via registered payment card, Visa or Mastercard.
The Customer simultaneously receives a PDF invoice and may alternatively pay via bank transfer.

5.4. Adding users

Users added mid-month are not prorated but billed at the next month-end.

5.5. Late payment

In case of late payment, Tvixel may:

  • Suspend the account
  • Require payment before reactivation
  • Terminate the agreement in case of repeated non-payment

6 – Trial Period and Termination

6.1. Tvixel offers 30-day free trial

No payment card is required until the Customer actively chooses to continue.

6.2. Termination

The Customer may terminate at any time via the control panel.
Termination takes effect at the end of the current billing period.

6.3. Data after termination

  • The account may be retained for a limited period after termination according to Tvixel’s practice
  • The Customer may request data export
  • Data is permanently deleted according to Tvixel’s deletion policy

7 – Third-Party Integrations

Tvixel uses subcontractors, including:

  • Meta (Messenger, Instagram, WhatsApp)
  • Heysender (E-mail)
  • Cloudflare / G-core (DNS)
  • Hetzner Online GmbH (Hosting provider)
  • Socket.io (Real-time communication)

Tvixel is not responsible for outages, changes, or limitations caused by these providers.

8 – Operation, Availability and Updates

Tvixel provides the service on a best-effort basis. No guarantees are given for:

  • Uninterrupted uptime
  • Delivery or receipt of messages
  • Error-free functionality
  • Availability of future features

Updates and maintenance may be carried out without prior notice.

9 – Limitation of Liability

Tvixel is not liable for:

  • Indirect losses
  • Loss of business or operations
  • Loss of data
  • Loss of profits
  • Third-party failures

Tvixel’s total liability cannot exceed the Customer’s payments for the last three (3) months.

Force majeure releases Tvixel from liability.

10 – Suspension and Termination by Tvixel

Tvixel may suspend or terminate access in case of:

  • Non-payment
  • Breach of the Terms
  • Misuse under section 3
  • Violations of law
  • Security-related concerns
  • Requirements from authorities or third-party providers

11 – Data Protection and Data Processing Agreement

The Customer is the data controller.
Tvixel is the data processor.

A separate Data Processing Agreement (DPA) forms an integrated part of this agreement and governs all data processing activities.

12 – Changes to the Terms

Tvixel may amend these Terms with 30 days’ notice.
Continued use of the platform after changes constitutes acceptance.

13 – Governing Law and Venue

This agreement is governed by Danish law.
Disputes shall be settled before the Court of Horsens as the court of first instance.

14 – Contact Information

Tvixel ApS
CVR number: 45665151
Address: Gyvelhøjvej 7, Søballe, 8660 Skanderborg, Denmark
E-mail: contact@tvixel.com