Terms and Conditions of Use
Service Provider: MuseumMate, S.L.U. (“TWOP”, “we”)
Registered office: C/ Arlabán, 7 – 8th floor, 28014 Madrid, Spain
CIF: ESB88168299 · Email (support/legal and single contact point DSA): legal@twop.app
Scope: website twop.app and associated subdomains.
Version and effective date: 1st September 2025.
Language: Spanish (reference version). There may be purely informational translations.
1) Purpose and acceptance
These Terms govern access to and use of twop.app and the associated web services that TWOP makes available:
a) TWOP Content: platform for short videos and travel content (UGC).
b) TWOP Marketplace: intermediary space where third parties (“Providers”) offer tourist experiences/activities (bookings, tickets, tours, etc.).
c) TWOP Ads (professional web section): information and access to advertising and commercial products for Advertisers and Agencies.
Accessing or using the website implies acceptance of these Terms. If you do not agree, do not use the site.
2) Basic definitions
User: person who browses or uses twop.app (with or without registration).
UGC: User-generated content (videos, reviews, comments, ratings).
Provider: third party that publishes and offers a bookable experience/activity in the Marketplace.
Advertiser: brand/agency that hires or requests advertising spaces/services.
3) Eligibility rules and account
You must be at least 16 years old (or the age of majority required by your country) and have the capacity to enter into contracts. Keep your credentials secure and your data updated. You are responsible for activities conducted from your account. TWOP may suspend or terminate accounts for serious breaches, fraud, security risks, or requirements from authorities.
4) Permitted use of the website
We grant a limited, non-exclusive, non-transferable and revocable license to use the website for personal purposes and in accordance with the law. The following are prohibited:
Reverse engineering, mass scraping, data mining affecting the stability of the service, and bypassing technical measures.
Publishing or linking illegal, defamatory, infringing, misleading content, that promotes hate, harassment or puts individuals/minors at risk.
Using the website for spam, fraud, malware, or unidentified covert advertising.
We may apply moderation measures (removal/restriction of visibility of content, account suspension) and will notify you of the statement of reasons and means of internal appeal according to European digital services regulations (DSA), where applicable.
5) User content (UGC) and licenses
You retain your rights over the UGC you publish. By uploading content, you grant TWOP a worldwide, non-exclusive, free and sublicensable license to host, reproduce, adapt (e.g., create thumbnails/compressions), communicate and promote your content solely for the purpose of operating and improving the website and related services.
You declare that you own or have obtained the necessary rights and that the content does not infringe legislation or third-party rights (including intellectual property, image and music). TWOP may remove allegedly illegal or infringing content in accordance with the Notification and Removal Procedure available on the website.
6) Experience Marketplace (intermediation)
6.1. Role of TWOP
In the Marketplace, TWOP acts as a intermediary platform and/or commercial agent. The contract for the provision of the experience is made between the User and the Provider, who is responsible for the description, availability, execution and specific conditions of the service.
6.2. Prices, payments and invoicing
Prices are shown in the applicable currency and include taxes where appropriate. Payment may be processed by TWOP, a payment subsidiary or on behalf of the Provider; in all cases, payment has discharging effect for the User concerning the price. We will issue or resend receipts/invoices in accordance with the payment chain.
6.3. Reservations, changes and cancellations
Each listing indicates its specific cancellation/modification policy.
Default general policy (if the listing does not state otherwise): full refund if you cancel more than 24 h in advance; no refund if you cancel within ≤24 h or fail to show up.
Refunds are made to the original method (or, if you choose, as TWOP credit).
If the Provider substantially modifies the experience (e.g., equivalent timings/location) or cancels it, you may opt for a refund or a reasonable alternative.
6.4. Right of withdrawal (EU)
Experiences with specific date/time may be exempt from the 14-day withdrawal right (recreational services with a specific date). In cases not provided for, the current consumer regulations will apply.
7) TWOP Ads (web information for advertisers)
Advertisers who hire advertising products from TWOP are subject to these Terms, as well as specific commercial conditions and advertising policies presented to them during registration/hiring (e.g., admitted creatives, restricted categories, verification, payments and billing). TWOP may reject/remove campaigns that violate the law or policies.
8) Intellectual property of TWOP and third parties
The website, its software, databases, designs and TWOP trademarks belong to MuseumMate or its licensors. You do not acquire ownership rights by using the website. Unauthorized reproduction or exploitation is prohibited.
For third-party content (embeds, maps, players), the licenses of their owners apply.
9) Links and third-party services
twop.app may contain links or integrations to third-party services (payment gateways, analytics, players). TWOP does not control their content or practices and is not responsible for any damages arising from their use, without prejudice to the applicable legal obligations when we act as a processor or co-responsible.
10) Privacy and cookies
The processing of personal data is governed by our Privacy Policy and Cookies Policy (CMP compatible with IAB TCF 2.2 and Google Consent Mode v2). In the EU/EEA, if you do not consent to personalised advertising, you will see non-personalised ads. You can revoke your consents from the website.
11) Availability, maintenance and security
TWOP will strive to ensure that the website is secure and continuously available, without guaranteeing the absence of errors or interruptions. We may implement updates, maintenance tasks or service changes that temporarily affect availability. We apply reasonable technical and organizational measures (encryption in transit, access control, event logging).
12) Liability
To the extent permitted by law, TWOP shall not be liable for indirect damages, loss of profit or lost opportunities arising from the use or inability to use the website. None of the above excludes liability for malice, gross negligence or in situations where the law does not allow it.
Regarding the Marketplace, the execution of the experience is the responsibility of the Provider, without prejudice to the support that TWOP may provide as an intermediary.
13) Notification, appeal and mediation system (DSA)
Notification: you can report allegedly illegal/infringing content/accounts or listings through the designated channels.
Decisions: when we take measures regarding your content or account, you will receive a statement of reasons and means of appeal through our internal complaint system.
Mediation: we will provide independent mediation mechanisms when the DSA or other regulations require them.
14) Changes to the Terms
We may modify these Terms for legal, technical or operational reasons. If the changes are substantial, we will give you a reasonable notice (e.g., notice on the website). The current version will always be available at twop.app/terms. Continued use after the effective date implies acceptance.
15) Customer support and complaints
Support and privacy: legal@twop.app
Reservations/Marketplace: the channel indicated in your purchase confirmation and in your user area.
Alternative resolution (EU): access to the European Online Dispute Resolution (ODR) platform for consumers.
16) Applicable law and jurisdiction
These Terms are governed by Spanish law, without prejudice to the mandatory regulations of your country of residence as a consumer. The courts of your residence as a consumer or those legally determined will have jurisdiction.
17) Miscellaneous
Severability: the invalidity of a clause shall not affect the rest.
No waiver: the failure to exercise a right does not imply waiver.
Assignment: you may only assign your rights with prior written consent from TWOP; TWOP may assign these Terms in the context of corporate transactions.
Entire agreement: these Terms, along with the referred specific policies and conditions (Marketplace, Ads, Privacy and Cookies), constitute the entire agreement between you and TWOP regarding the use of the website.
Contact: legal@twop.app — we will respond as soon as possible.
