Terms and Conditions

TWIN PAY, TERMS AND CONDITIONS

Twin Pay offers Services which allow you to pay for parking and charging your vehicle in cities around the world. The following terms and conditions govern your Account and use of Services with Twin.

Your contract and Account may be with Twin Bank Ltd. or one of its subsidiaries. The applicable contract party depends on the country from which you open your Account and in which you conduct your parking and/or charging Sessions. The contract party is listed below for each of the countries in which the Twin Bank service is available:

United Kingdom
Twin Bank Limited

Collectively, all these entities are referred to here as “Twin Pay”.
Collectively, all these entities are referred to here as “UK”.

If you use the Service in a country other than the one from which you opened your Account, you will also have a contract, with respect to your Parking and/or Charging Sessions in that country only, with the Twin Bank Ltd entity listed above for that country.

These Terms and Conditions explain our mutual rights and obligations with regards to the Services. Please read these terms and conditions carefully and keep a copy for future reference.

By creating your Account, accessing, browsing, viewing or otherwise using your Account or the Services, you agree to be legally bound by these Terms and Conditions, the Privacy Policy, the Cookies Policy, the Legal Notice, as well as applicable laws and regulations.

If you do not agree with these Terms and Conditions or the Privacy Policy, please refrain from creating an Account or using the Services.

If you have any questions about the information below, please contact your Customer Support Centre listed at the end of this page.

Terms and conditions for Twin’s services
Account information
License and access to services
Using your account
Pricing, payment and refunds
Verification of transactions
Failure to complete transactions
Twin is a mobility parking payment solution company
Permits
Disclaimer of service level guarantees
Warranties, indemnifications and limits of liability
Loss, theft or unauthorized use
Notice containing information about your right to dispute errors
Dispute resolution and confidential arbitration
Disclosure of account information to third parties
Credit or information inquiries
Business days
Use of cell phones while driving can be dangerous
Cancellation of your account
Applicable law
Intellectual property
Miscellaneous
Customer Support Centres

1. Terms and conditions for Twin Pay’s services

These Terms and Conditions govern your use of the Services (including the App and your Account) and are applicable to your use of the App and Services for every Transaction. This is not an agreement between you and any Transaction Entity or Facilities Operator; this is an agreement between you and Twin Pay, even if you access certain parts of the Services through a third-party website or app. Our Services are not intended for people under 16. If you become aware that a child is using our Services, please contact the relevant Data Protection Officer listed in Section 15 of the Privacy Policy, and we will take steps to remove and terminate the account as necessary.

In this agreement, the following terms have the meanings indicated below:

Account – The Twin Pay parking and charging service account opened by you in the App, on the Site or by calling our Customer Support Centres.
ANPR – The automatic number plate recognition feature which (1) identifies an opted-in vehicle, prior to payment, as authorized to park at the participating parking facilities and allows access to the parking facilities without having to perform any action normally required to remove a barrier to entry and (2) automatically records the time of entry and exit from the participating parking facility, calculates the length of stay and the cost of the Parking Session for the purposes of initiating payment.
App – The Twin Pay mobile parking payment application and other applications that we may develop.
Facilities Operator – The operator of a parking facility offering the option to pay for parking with the Twin Pay service.
Intellectual Property – Marks, inventions, techniques, methods, works of authorship, know-how, publicity rights, trade secrets, proprietary rights, and all other intellectual property rights related thereto.
Payment Information – Information of any type necessary to process payments by credit cards, debit cards, digital wallets, in-app and web purchases and any other payment method accepted by Twin Pay now or in the future in connection with any Transaction.
Parking Penalties – Parking fines, violation notices, tickets, citations, or penalties; your vehicle being wheel booted, your car being towed, or impounded; and other enforcement of vehicle parking requirements, Forfeit Post-Stationnement.
Parking Session – The parking service you obtain from a Facilities Operator within the Transaction. Details of a parking session can include location, license plate, start parking session time, end parking session time and are usually linked to a payment.
Services – All services offered by Twin Pay, including those that allow you to pay for a Parking Session at participating parking clients, pursuant to the terms and conditions of this agreement, such as using our App, Sites, Application Programming Interfaces, backend technologies, products, services, content, features, functions, applications, IVR System, Twin Back Office Portal, Twin Business Back Office Portal, and any future updates, changes or additions thereto.
Site – All Twin Pay operated websites including as well as any successors to such sites.
Terms and Conditions – These Terms and Conditions which are accepted and agreed to by you when you open an Account or use the Services, and which govern your use of the App and Services.
Transactions – Any time you start, pay for, complete, or make a Parking and/or Charging Session transaction using our App or Services.
Transaction Entity – The various payment processing companies that help process your Transactions.

2. Account information

You can open your Account by downloading and installing the App; on the Site; or by contacting the appropriate Customer Support Centre. You may change your Account profile at any time, but you agree to provide us with your valid registration information, including your contact details. You may not impersonate others or misrepresent your identity to us.

You are responsible for ensuring that your Account information is accurate and current at all times. You further agree to comply with all state or local restrictions that may be applicable to your registration with us. Your Account will be valid until you or Twin Pay cancel it in accordance with these Terms and Conditions, for example, if your Account contains any untruthful information.

You are solely responsible for the use of your Account and you agree to notify us immediately in the event of any unauthorized use.

3. License and access to services

Solely for use in connection with the Services, Twin grants you a limited, non-transferable, nonexclusive, revocable license to access the Services and make personal use of the Site and Service. This license does not include any resale or commercial use of Twin’s Service; any collection and use of any information, descriptions, or prices; any derivative use of the Site or its contents; any downloading or copying of account information for the benefit of others; or any use of data mining, robots, or similar data gathering and extraction tools. All materials and information related to Twin Pay may not be reproduced, duplicated, copied, sold, resold, visited, or otherwise exploited for any commercial purpose without the express written consent of Twin Pay. Any unauthorized use terminates the permission or license granted by Twin.

You acknowledge and agree that the license to use the Services is conditioned on the following restrictions:

You shall not share, assign, copy (except as expressly set forth herein), sublicense, transfer, lease, rent, sell, distribute, or otherwise provide to any third party (i) your license; (ii) the App; (iii) any use of the Services; or (iv) your rights under these Terms and Conditions.
You shall not (i) modify, adapt, translate, copy, duplicate, disassemble, decompile, reverse assemble, reverse compile, or reverse engineer the App or Services, or take similar action, or (ii) attempt to discover the underlying source code or algorithms of the App or Services (unless prohibited by applicable law, in which case you must provide us reasonable advance written notice and opportunity to respond).
You shall not engage in competitive analysis, benchmarking, evaluation or viewing of the Services or create any derivatives based upon the App or Services.
You shall not permit any party to breach or violate any of these restrictions.
You shall not breach any of these Terms and Conditions.

4. Using your account

Purpose

You can use the Account to pay for parking and charging at any parking facility that offers the option to pay with the Twin service and, if available in your region, pay for parking permits, parking penalties, charging permits and charging penalties. You can access your Transactions and review your recent account history on our Site, the App or by calling a Customer Support Centre.

Use of Account, Password, and your Mobile Device

When you open an Account, you will be asked to enter a confidential password to securely access your Account. You will also provide us with the phone number you will use to access your Account. The Account and password are for your use and protection. You agree:

Not to disclose the password or record it on your phone or otherwise make it available to anyone else.
To use the Account, password, and your phone as instructed.
To promptly notify us of any loss, unauthorized use, or theft of your Account or password.
To be liable for any transactions made by a person you authorize or permit to use your Account. If you permit someone else to use the Account, both you and the Facilities Operator will treat this as if you have authorized this person, and you will be responsible for any transactions initiated by such person.

5. Pricing, payment and refunds

Pricing

You agree that the fees and service charges included in the Transaction are confirmed before you start parking and apply to the Account, and may be charged to the Account. You authorize us to initiate such charges.

You are subject to any applicable terms, conditions, restrictions, and requirements of any payment provider related to any Payment Method, and we have no liability for any transaction fees, insufficient funds charges, or other fees assessed by the payment provider.

You understand that parking and charging rates vary due to parameters set by the Transaction Entity and Facilities Operator (such as location, time of day, day of the week, special events) and that these variances may not be reflected in the App or Services in a timely manner. We pass all parking and charging fees to you and are not responsible for any discrepancies.

Payment

You agree to pay the parking and charging fee along with any other fees or charges related to Transactions. Payments shall be in the local currency of the facility and will be made to Twin Pay or the Facilities Operator, as applicable. The Transaction amount includes the specified price by the Facilities Operator, the Twin service charge, and any applicable taxes.

Refunds

We will strive to deliver a high level of service at all times. If you believe there is a billing or accounting error, please contact the appropriate Customer Support Centre. If the payment error relates to a Facilities Operator, we will connect you to them. Refunds will be provided as credits to your Payment Method, not as cash.

6. Verification of transactions

Details of your Transactions will be available in real time on your online statement in your Account, the App, or on our Site. You agree that we may provide you periodic statements and other notices related to our Services electronically.

Your statement will describe each Transaction during the statement period and will be available for viewing and printing online. You may review your Transaction history at any time (currently set at one year’s worth of Transactions).

7. Failure to complete transactions

You understand that using the Services does not guarantee a parking or charging space. You activate the Services only after finding a valid and available space. You are solely responsible for ensuring that you have properly started your Parking or Charging Session before leaving your vehicle.

You agree that you are solely responsible for correctly entering the required information for your Transactions, including location number, license plate, and Payment Method details.

Twin Pay may send reminders, alerts, or critical notifications via push notifications, text messages, or email. However, we cannot guarantee reception of these notifications, and you remain responsible for activating or deactivating your Session in a timely manner.

Neither Twin Pay nor any Facilities Operator will be liable for any failure to accept or complete a Transaction due to issues such as insufficient funds or processing errors.

8. Twin Pay is a mobility parking payment solution company

Twin provides a service to enable your payment for parking and/or charging sessions at certain facilities. Twin Pay does not own, operate, or maintain parking facilities and is not responsible for any facility events. Parking facilities are operated by third parties with which Twin Pay has contractual relationships. You are responsible for complying with all parking or charging restrictions, including physical signs. Twin Pay is not responsible for incorrect or conflicting restrictions.

9. Permits

We may provide some consumers with the opportunity to purchase permits from Facilities Operators and partners (“Permit Issuers”). A permit serves as official confirmation of your purchase. Permit Issuers determine the price and availability of permits, and you are subject to their rules and terms.

10. Disclaimer of service level guarantees

The Services are only available in selected locations and may not always be available. We provide no service level guarantees regarding the Service. Unless required by law, you waive any claims related to service level guarantees.

11. Warranties, indemnifications and limits of liability

Disclaimer about Warranties

The Services are provided “as is” and “as available.” Twin Pay makes no warranties, express or implied, regarding the operation of the Service or the content available on our App or Site. Your use of the Service is at your own risk. You are solely responsible for any damages or loss arising from your use of the Service.

Indemnification

You agree to indemnify, hold harmless, and defend Twin Pay from any claims arising from your violation of these Terms, infringement of Intellectual Property, improper use of the App or Services, or any breach of your obligations.

Limitation of Liability

To the fullest extent permitted by applicable law, Twin Pay disclaims all warranties and shall not be liable for any damages arising from the use of our Services, including direct, indirect, incidental, punitive, or consequential damages.

12. Loss, theft or unauthorized use

You are responsible for all authorized uses of your Account. If you suspect unauthorized use, notify us immediately. If you fail to do so, you may incur additional charges.

If your phone or Payment Method is lost, stolen, or tampered with, we may close your Account to mitigate losses.

13. Notice containing information about your right to dispute errors

In case of errors or disputes regarding Transactions, please contact the appropriate Customer Support Centre immediately. You must notify us within 30 days if you believe there is an error on your statement. We will investigate and provide a response, typically within 10 business days, or up to 45 calendar days if necessary.

14. Dispute resolution and confidential arbitration in the UK

Any dispute regarding the Services not resolved under Section 13 shall be submitted to confidential arbitration in the UK. If you have violated or threatened to violate Twin Pay’s intellectual property rights, Twin Pay may seek injunctive or other relief in a UK court. Arbitration shall be conducted under prevailing rules, and the arbitrator’s award is binding.

15. Disclosure of account information to third parties

Subject to applicable laws, we may share information about you and your Account with:

Our affiliates and related payment companies.
Authorities via subpoena, summons, or court order.
Auditors for independent financial audits.
Potential purchasers or in connection with mergers or reorganizations.
Aggregated statistical data not tied to personal information.
Third party partners for analytics purposes.

16. Credit or information inquiries

You authorize us to make necessary credit, employment, or investigative inquiries related to your Account. We may provide information to appropriate agencies or parties as needed.

17. Business days

Our business days are all days except Saturdays, Sundays, and statutory holidays.

18. Use of cell phones while driving can be dangerous

Please note that using a mobile phone or any other device while driving is dangerous. We advise you not to use our Service while operating a vehicle. You agree to indemnify Twin Pay for any harm, loss, or injury resulting from such use.

19. Cancellation of your account

You may cancel this agreement by closing your Account on our Site or App or contacting the appropriate Customer Support Centre. Cancellation does not affect obligations arising before termination. We may also cancel or limit your Account if we suspect unauthorized use, excessive disputes, or breach of these Terms.

20. Applicable law

By opening your Account, you agree that the laws of the UK govern this agreement, excluding conflict of law principles. In the case of Twin Bank Ltd., the relevant jurisdiction is the Province of the UK (subject to the Consumer Protection Act applicable to UK residents). You also agree that Twin Pay may seek equitable relief in any jurisdiction and to comply with all local laws.

21. Intellectual property

All intellectual property in the App, Site, and Services is the sole property of Twin Bank Ltd. and its affiliates. No rights are granted to you, except as expressly set forth. You are responsible for any infringement of these rights.

Any communications sent to Twin Pay become Twin Pay's property and may be used by Twin Pay in any manner.

Twin Pay and its trademarks are registered trademarks of Twin Bank Ltd. or its affiliates, and may not be used without permission.

22. Miscellaneous

You may not assign, transfer, or sublicense this agreement without our express written consent. We may transfer our rights under this agreement at any time. Failure to exercise any right does not constitute a waiver of that right.

If any term of this agreement is found to be unenforceable, all other terms remain in effect. If we take legal action for breach of these Terms, you agree to pay all related costs and fees, not to exceed what is allowed by law.

When you download the App, you may also be subject to licenses or terms of use from your mobile device manufacturer or OEM. These Terms are in addition to those terms.

You acknowledge that these Terms, the Privacy Policy, the Legal Notice, and the Cookies Policy, along with any stored credential agreements and additional service terms, constitute the entire agreement and supersede all previous agreements.

Some pages on our Sites include links to third-party websites. These sites are governed by their own privacy policies, and we are not responsible for their practices.

We may change or repeal these Terms and Conditions, the Privacy Policy, the Legal Notice, and/or the Cookies Policy at any time. You will be notified as required by applicable law, and any changes take effect immediately upon posting.

23. Customer Support Centres

The contact information for our Customer Support at Twin Pay is as follows:

Location:
UK
Auckland House
158 Meadowhead
Sheffield, S8 7UF
Contact Email: [email protected]

Twin Pay is owned by Twin Bank Ltd – Effective Date: 01/01/2022