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User Policy

  1. Introduction

    Welcome to TW Prime!

    This End User Policy (“Policy”) governs your use of TW Prime’s website, products, and remote technical support services (“Services”).

    By accessing or using our website or services, you agree to comply with this Policy along with our Terms of Service, Privacy Policy, and any other agreements referenced herein.

    If you do not agree to these terms, please discontinue using our services immediately.

  2. Eligibility

    • You must be at least 18 years old (or the legal age of majority in your jurisdiction) to use TW Prime services.
    • By using our services, you confirm that you have the authority to enter into this agreement and to allow TW Prime access to your devices as necessary for providing support.

  3. Authorized Use

    You agree to:

    • Use TW Prime’s website and services only for lawful purposes.
    • Provide accurate, complete, and up-to-date information when interacting with TW.Prime
    • Ensure that you have lawful ownership or authorization to seek support for any device or account you request service for.
    • Supervise all remote sessions and immediately disconnect if you suspect unauthorized activity.

  4. Prohibited Activities

    You may not

    • Use TW Prime services for any unlawful, harmful, or fraudulent activity.
    • Share or distribute viruses, malware, or malicious code.
    • Attempt to gain unauthorized access to any system, network, or account.
    • Record, modify, or misuse remote session software or TW Prime’s intellectual property.
    • Represent yourself as a TW Prime employee or affiliate without written authorization.

  5. Remote Access and Security

    • TW Prime provides remote technical assistance only upon your explicit consent during a live session.
    • You must not share access cred entials or grant control of your computer to anyone claiming to be a TW Prime agent unless you have scheduled a session via official TW Prime channels (website, verified email, or phone number listed on twprime.com)
    • TW Prime is not responsible for any damage or data loss resulting from unauthorized third-party access or user negligence.

    ⚠️ Important Reminder:

    “Beware of scammers. Do not share your remote connection or personal information with unauthorized personnel.”

  6. Service Limitations

    • TW Prime provides online remote support; physical repair services are not included.
    • Resolution of certain hardware issues may require referral to the manufacturer or local repair center.
    • Service availability may depend on your internet connectivity, device condition, and system compatibility.
    • TW Prime’s responsibility is limited to reasonable, professional best-effort support as described in your purchased plan.

  7. Software, Tools & Licensing

    • TW Prime may use licensed third-party software tools to deliver services.
    • You are responsible for maintaining valid licenses for any proprietary software installed on your device.
    • TW Prime will not install or activate unlicensed, pirated, or illegal software under any circumstances.

  8. Payment & Subscription

    • All services must be paid for through the official TW Prime website or verified TW Prime representatives.
    • By purchasing a plan, you agree to the terms outlined in the Pricing, Refund Policy, and Terms of Service pages.
    • Subscription plans are subject to renewal and may include auto-renewal as specified during purchase.

  9. Liability Disclaimer

    • TW Prime is not liable for:
      • Any loss of data, revenue, or system performance due to user negligence or third-party software conflicts.
      • Interruptions in service caused by factors beyond our control (e.g., power outages, ISP issues, etc.).
    • While TW Prime strives for complete satisfaction, our services are provided “as is” and “as available” without warranties of any kind, expressed or implied.

  10. Privacy & Data Handling

    • TW Prime respects your privacy and protects your data according to our Privacy Policy.
    • During remote sessions, our technicians may have temporary access to view system files solely for troubleshooting.
    • No personal files, passwords, or sensitive data will be collected, copied, or stored without your permission.

  11. Termination of Service

    TW Prime reserves the right to:

    • Suspend or terminate any service or account for policy violations, non-payment, or suspicious activity.
    • Refuse service to any user engaging in abuse, fraud, or disrespectful behavior toward staff.

  12. Intellectual Property

    All website content, logos, texts, graphics, service materials, and software used by TW Prime are the intellectual property of TW Prime and protected by copyright and trademark laws.

    You may not copy, reproduce, distribute, or create derivative works without written consent from TW Prime.

  13. Indemnification

    You agree to indemnify and hold harmless TW Prime, its employees, affiliates, and service partners from any claims, damages, or losses arising from your misuse of our services, breach of this Policy, or violation of any law or rights of third parties.

  14. Policy Updates

    TW Primereserves the right to modify or update this End User Policy at any time.

    Revised versions will be posted on this page with a new effective date. Continued use of our website or services after such changes constitutes your acceptance of the updated policy.

  15. Contact Us

    For questions, support, or concerns regarding this Policy, please contact:
    Email: support@twprime.com
    Phone: +1-781-206-3573