Terms of service

Who we are

These terms cover the Twist website and Twist design subscriptions. Both are run by Twist Studio LLC (“Twist”, “we”, “us”), 2150 Mission Street, Suite 300, San Francisco, CA 94110. When you subscribe, these terms are the agreement between your company (“you”) and us.

The subscription

A subscription gives you design services for as long as it’s active. You add requests in your Slack channel and we work through them in the order you set.

• One Twist: one active request at a time.

• Double Twist: two active requests at a time, plus Framer development and a 30-minute call every week.

There’s no limit on how many requests you queue, how many revisions you ask for, or how many brands you bring.

Turnaround

Most requests come back within 2 business days. Larger pieces of work are split into smaller requests, and we’ll tell you when one will take longer before we start it. Turnaround is a working target, not a guarantee. It doesn’t apply while we’re waiting on information or approval from you.

What’s included and what isn’t

We design brand, web, product and presentation work, and on Double Twist we build websites in Framer. We don’t develop native or web apps in code, produce 3D animation, or manage print production. Fonts, stock images and software licenses you need for the work are bought in your name and paid for by you.

Billing

Plans are billed monthly in advance by card through Stripe, in 31-day cycles. Prices are in US dollars and don’t include sales tax where it applies. If a payment fails, we’ll pause work until it’s sorted.

Pausing and canceling

You can pause at any time from your billing portal or by asking in Slack. The unused days in your current cycle are kept, and billing restarts when you resume. You can cancel at any time. Your plan stays active until the end of the paid cycle, and you won’t be charged again.

Refunds

If the subscription isn’t working for you in the first 7 days of your first month, tell us and we’ll stop work and refund half of that month. You keep everything we made. After the first 7 days, payments aren’t refundable, but you can pause or cancel at any time.

Ownership

Once a request is delivered and the cycle it was made in is paid, you own the final work, including source files. We keep the right to show finished work in our portfolio and on social media unless you ask us not to in writing. Drafts and concepts you didn’t choose stay ours.

Your materials

You’re responsible for having the rights to anything you send us, such as logos, copy, photos and data, and you let us use it to do the work. Please don’t send personal data about your customers unless the request truly needs it.

Confidentiality

We keep your unreleased products, plans and anything else you share with us confidential, during the subscription and after it ends. If you’d like a mutual NDA, ask, and we’ll sign yours.

Liability

We do our best work, but we can’t promise any particular business result from it. To the extent the law allows, our total liability under these terms is limited to the fees you paid in the three months before the claim, and we aren’t liable for indirect or consequential losses.

The website

The site describes our services and past work. Case studies describe what happened for specific clients and aren’t a promise of what will happen for you. Client names and logos appear with their permission.

Changes to these terms

We may update these terms. If a change affects active subscribers, we’ll post it in your Slack channel at least 30 days before it takes effect. The date at the top shows the last change.

Governing law

These terms are governed by the laws of the State of California. Any dispute will be handled by the state or federal courts in San Francisco County, California.

Contact

Questions about these terms go to hi@twist.studio.