Refund policy
Terms, warranty, and what is final
Digital Twin Pro is sold as an annual managed service: your archive prepared and loaded by hand under a written scope, your assistant built on it, and the service that runs it — in your own sealed, encrypted space, in a private cloud on Amazon Web Services, in the United States. Nothing ships, there is no machine to build, and it is ready in days. The first year is bought directly, and the Archive Assessment may be added before it. Several homes, several offices, or staff spread across sites: by conversation, scoped in writing. You order and pay at checkout; we write back within days — a decline returns every dollar, and until our letter confirms the year you may withdraw in writing. From that letter the year is final.
The Archive Assessment
Everything begins with the Archive Assessment ($1,950). We catalogue a defined slice of your material and deliver a written scope — what can be used, what cannot, and what it would take — together with a working demonstration built on a sample of your own material. You keep both, whether or not you go any further.
- It is delivered work, not a deposit and not a trial. Once we begin, it is not refundable.
- If we decline your commission — which we do rather than take work we cannot do well — we return it in full.
- If you proceed, it is credited in full against your first year.
The year is final once confirmed
Once your year is confirmed with you in writing, the sale is final. We do not offer trial periods, refund windows, or change-of-mind returns, and we would rather tell you that here than at the end. The work is done by hand for one customer against one written scope, so there is nothing generic to return.
Before that letter you may withdraw in writing and we return your payment; if we decline your order we return every dollar.
What protects you instead: the written scope agreed before anything is loaded; the Assessment’s own deliverable, which you keep either way; the written confirmation of your year; and the service commitment below.
What is yours, and what is ours
Your material is yours. You may ask for a complete copy of it at any time, and you may ask us to delete it. Both are answered in writing.
What is yours alone is your material and your assistant’s memory of it — your own encrypted space, every record scoped to you, pooled with nobody, and never used to train anyone else’s model. The service runs on shared infrastructure we operate; what separates you from every other customer is the boundary around your material, not a model of your own. We do not claim to give you a private model, because that is not what this is.
The software and the service remain ours. Nothing vests: no part of the platform becomes your property at twelve months or at any other point. When the service ends, your material and its memory are deleted and you receive written confirmation.
Service, faults and continuity
Running it is our job, not yours, for as long as the service runs. There is nothing for you to install, update, back up or repair.
- Availability: if the service is interrupted, restoring it is our work and our cost. Backups run continuously and encrypted; restoring from them is our job.
- Covered: faults in the service, its updates, its backups and the work we did under your written scope.
- Not covered: material you did not authorise us to use, and loss caused by third-party accounts and services you choose to connect.
How to report a problem
Email support@digitaltwinpro.com with a description of the problem. There is nothing for you to diagnose and nothing to send anywhere; we work on it from our side and tell you what we found.
Renewal and cancellation
The service is billed annually: $9,995 the first year — everything included. $5,995 each year after. Before it, if you like, the Archive Assessment: $1,950, credited in full. The first year costs more because it contains the preparation — your archive prepared and loaded by hand under a written scope, and your assistant built on it — as well as the first year of the service; every year after is the service running. Your year runs from the day your assistant is ready — the date our letter names — and that day is the anniversary. Thirty days before each anniversary we write with the figure and the direct link to renew; nothing renews unless you use that link, and if the anniversary passes without it the year ends there. You may stop in writing at any time, effective at the end of the paid year; a year already begun is final.
Where the rest of this is written down
Every promise we make is collected at digitaltwinpro.com/pages/trust, what the year contains is at digitaltwinpro.com/pages/whats-included, and the contract terms are at digitaltwinpro.com/policies/terms-of-service. If any of them ever seems to disagree with this policy, tell us and we will fix whichever one is wrong.
Deletion
Ask us to delete something and you receive written confirmation that it is gone. When the service ends, your material and your assistant’s memory of it are deleted and you are told so in writing.