Effective date: 29. May 2026 · Version 1.0
Twende Suite Terms & Conditions
Important: These Terms and Conditions constitute a legally binding agreement. Please read them carefully before using Twende Travel OS. By accessing or subscribing to the service, you agree to be bound by these terms. If you do not agree, you must not use the service. Twende Suite recommends you seek independent legal advice if you are unsure about any provision.
1. Introduction and Definitions
These Terms and Conditions ("Terms") govern your access to and use of Twende Travel OS, a cloud-based software-as-a-service ("SaaS") platform operated by Twende Suite, a company registered in Tanzania ("Twende Suite", "we", "us", "our").By creating an account, starting a free trial, or subscribing to any plan, you ("Subscriber", "you", "your") agree to these Terms on behalf of yourself and, where applicable, your business.
1.1 Definitions
• "Service" means the Twende Travel OS platform, including all modules, features, updates and associated documentation.
• "Subscription" means a paid or trial plan granting access to the Service."Account" means your registered user account on the platform.
• "Content" means any data, information, materials or files you upload, submit or create through the Service.
• "Authorised Users" means individuals you have permitted to access the Service under your Account.
• "Subscription Fee" means the recurring fee payable for access to the Service.
• "Trial Period" means the 14-day free trial period offered to new Subscribers.
2. The Service
2.1 Description
Twende Travel OS is an integrated operating system for safari and travel businesses. It comprises six modules: Twende Guests, Twende Planner, Twende Pricing, Twende Stays, Twende Ops and Twende Insights. Access to specific features and usage limits depends on your chosen Subscription plan.
2.2 Service availability
Twende Suite targets 99.9% platform uptime. However, we do not guarantee uninterrupted access to the Service. Scheduled maintenance will be communicated in advance wherever possible. We shall not be liable for any loss arising from temporary unavailability of the Service.
2.3 Updates and modifications
Twende Suite may update, modify or improve the Service at any time. Material changes that affect your use of the Service will be communicated with reasonable notice. Continued use of the Service after notification of changes constitutes acceptance of those changes.
2.4 Technical requirements
Access to the Service requires a compatible internet-connected device and an up-to-date web browser. You are responsible for ensuring your technical environment meets the minimum requirements.
3. Account Registration
3.1 Eligibility
You must be at least 18 years of age and have the legal authority to enter into a binding agreement on behalf of your business in order to register for the Service.
3.2 Account information
You agree to provide accurate, current and complete information during registration and to keep that information updated. You are responsible for all activity that occurs under your Account.
3.3 Account security
You are responsible for maintaining the confidentiality of your login credentials. You must notify Twende Suite immediately at hello@twendesuite.com if you suspect any unauthorised access to your Account. Twende Suite shall not be liable for any loss resulting from unauthorised use of your credentials.
3.4 Authorised users
You may invite Authorised Users to your Account up to the limit permitted by your Subscription plan. You are responsible for ensuring that all Authorised Users comply with these Terms.
4. Free Trial
New Subscribers are offered a 14-day free trial of the Service. No payment information is required to start a trial. At the end of the trial period, your access will cease unless you subscribe to a paid plan.During the trial, Twende Suite will contact you within 24 hours to schedule an account setup call. The trial includes access to all six modules and active support from the Arusha team. Trial accounts and their data are retained for 30 days after the trial ends.Twende Suite reserves the right to modify or discontinue the free trial offer at any time without notice.
5. Subscription and Payment
5.1 Plans
Twende Suite offers three subscription plans: Starter, Growth and Scale. Details of each plan, including usage limits, features and pricing, are set out on the Twende Suite pricing page. Twende Suite reserves the right to modify plan pricing and features with reasonable prior notice.
5.2 Billing
Subscription Fees are billed monthly or annually in advance, depending on your chosen billing cycle. All fees are stated in United States Dollars (USD) unless otherwise agreed. By subscribing, you authorise Twende Suite to charge the applicable Subscription Fee to your nominated payment method.
5.3 Annual billing
Subscribers who choose annual billing receive a 15% discount on the standard monthly rate. Annual fees are non-refundable except as set out in the cancellation provisions below.
5.4 Add-on packs
Proposal add-on packs may be purchased in addition to the included proposal allowance on Starter and Growth plans. Add-on packs are billed monthly and may be cancelled at any time. Per-unit overage rates apply where no pack is purchased.
5.5 Failed payments
If a payment fails, Twende Suite will notify you and attempt to collect payment again within 7 days. If payment remains outstanding after 14 days, access to the Service may be suspended until payment is received.
5.6 Taxes
Subscription Fees are exclusive of any applicable taxes, including VAT or other sales taxes, which may be added at the prevailing rate. You are responsible for any taxes applicable to your use of the Service in your jurisdiction.
6. Cancellation and Refunds
6.1 Cancellation by Subscriber
You may cancel your Subscription at any time. Cancellation takes effect at the end of the current billing period. You will retain access to the Service until the end of the paid period. No partial refunds are provided for unused time on monthly plans.
6.2 Annual plan cancellations
Annual Subscriptions are non-refundable except where required by applicable law, or where Twende Suite has materially failed to deliver the Service as described. If you cancel an annual Subscription, you will retain access until the end of the annual period.
6.3 Cancellation by Twende Suite
Twende Suite may suspend or terminate your Account if you breach these Terms, fail to pay Subscription Fees, or engage in conduct that is harmful to the Service, other users or Twende Suite. Where possible, we will provide notice and an opportunity to remedy the breach before termination.
6.4 Data on cancellation
Following cancellation or termination, your Content will be retained for 30 days, after which it will be permanently deleted. You are responsible for exporting any data you wish to retain before cancellation takes effect.
7. Acceptable Use
You agree to use the Service only for lawful purposes and in accordance with these Terms. You must not:
• Use the Service in any way that violates applicable laws or regulations in Tanzania, your jurisdiction, or internationally.
• Upload, transmit or distribute any content that is fraudulent, defamatory, offensive, or infringes third-party rights.
• Attempt to gain unauthorised access to any part of the Service, other accounts, or the underlying infrastructure.
• Use the Service to send unsolicited communications or to collect personal data without lawful basis.
• Reverse engineer, decompile, disassemble or attempt to derive the source code of the Service.
• Resell, sublicense or otherwise make the Service available to third parties not covered by your Account.
• Use automated tools, bots or scripts to access or interact with the Service in ways not authorised by Twende Suite.
• Upload or transmit any malicious code, viruses or harmful files.
Twende Suite reserves the right to investigate suspected violations and to suspend or terminate access without notice where a serious or ongoing breach is identified.
8. Intellectual Property
8.1 Twende Suite intellectual property
All intellectual property rights in the Service, including its design, software, documentation, trademarks, and all content created by Twende Suite, are owned by or licensed to Twende Suite. Nothing in these Terms grants you any ownership rights in the Service.
8.2 Licence to use
Subject to these Terms and payment of applicable Subscription Fees, Twende Suite grants you a limited, non-exclusive, non-transferable licence to access and use the Service for your internal business purposes during the Subscription period.
8.3 Your content
You retain ownership of all Content you upload or create through the Service. By using the Service, you grant Twende Suite a limited licence to process, store and display your Content solely to the extent necessary to provide the Service to you.
8.4 Feedback
If you provide feedback, suggestions or ideas about the Service, you grant Twende Suite a perpetual, royalty-free licence to use that feedback for any purpose, including improvement of the Service, without obligation to you.
9. Confidentiality and Data
The Twende Suite website or platform may contain links to third-party websites or services. This Privacy Policy does not apply to those external sites. We encourage you to review the privacy policies of any third-party services you access through links on our platform.
10. Disclaimer of Warranties
The Service is provided "as is" and "as available". To the maximum extent permitted by applicable law, Twende Suite disclaims all warranties, express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, and non-infringement.Twende Suite does not warrant that: (a) the Service will be error-free or uninterrupted; (b) any errors will be corrected; (c) the Service is free of viruses or harmful components; or (d) the results obtained from using the Service will meet your requirements.
Important: The financial calculations, pricing outputs and business data generated by Twende Travel OS are provided as tools to assist your decision-making. Twende Suite does not accept liability for any financial loss arising from reliance on outputs generated by the Service. You remain responsible for verifying all pricing, margins and financial data before presenting them to clients.
11. Limitation of Liability
To the maximum extent permitted by applicable law, Twende Suite's total liability to you for any claims arising under or in connection with these Terms shall not exceed the total Subscription Fees paid by you in the 12 months immediately preceding the event giving rise to the claim.In no event shall Twende Suite be liable for: (a) indirect, incidental, consequential or punitive damages; (b) loss of revenue, profit, data or business opportunity; (c) failure or delay due to circumstances beyond Twende Suite's reasonable control, including internet outages, power failures, or force majeure events.
12. Governing Law and Disputes
These Terms are governed by the laws of Tanzania. Any dispute arising out of or in connection with these Terms shall first be referred to good-faith negotiation between the parties. If the dispute cannot be resolved within 30 days of written notice, either party may refer the matter to arbitration or the courts of Tanzania.Subscribers based in the European Union may also have rights under applicable EU consumer protection laws. Nothing in these Terms limits any rights you may have under mandatory applicable law.
13. General Provisions
13.1 Entire agreement
These Terms, together with the Privacy Policy and any Order Form or Subscription confirmation, constitute the entire agreement between you and Twende Suite regarding the Service and supersede all prior agreements.
13.2 Amendments
Twende Suite may amend these Terms at any time. Material amendments will be notified to Subscribers by email or through the platform with at least 14 days' notice. Continued use of the Service after the effective date of amended Terms constitutes acceptance.
13.3 Severability
If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
13.4 Waiver
Failure by Twende Suite to enforce any provision of these Terms shall not constitute a waiver of its right to enforce that provision in the future.
13.5 Assignment
You may not assign or transfer your rights under these Terms without prior written consent from Twende Suite. Twende Suite may assign its rights and obligations in connection with a merger, acquisition or sale of assets.
13.6 Contact
For questions about these Terms, contact Twende Suite at:
Email: info@twendesuite.com
Phone: +255 724104931
Address: District Arusha CBD, Ward Sakina, Postal Code 23124, Sakina, Arusha, Tanzania