Client Service Terms – ImmerTwin™

Effective date: 01 February 2026
Last updated: 01 February 2026

PLEASE READ THESE CLIENT SERVICE TERMS CAREFULLY BEFORE BOOKING OR PURCHASING SERVICES FROM IMMERTWIN.

These Client Service Terms apply to paid and agreed professional services provided by ImmerTwin SARL (“ImmerTwin”, “we”, “us”), including immersive 360° and 3D tour services, Matterport-based experiences, Branded Experience interfaces, Digital Companion projects, media production, drone capture, photography, videography, BIM/CAD support, 3D modelling, hosting, updates, consultancy, and related digital services.

By approving a quote, accepting a proposal, paying a deposit, booking a site visit, confirming a project in writing, or using our Services, you agree to these Client Service Terms unless a separate written Client Agreement states otherwise.

If you do not agree to these Client Service Terms, you should not book or purchase Services from ImmerTwin.

1) Who we are

The Services are provided by ImmerTwin SARL (“ImmerTwin”, “we”, “us”).
Registered address: 144 Route Des Avaloirs, 61140 Juvigny-Val-d’Andaine, Basse Normandie, France
Contact: contact@immertwin.com

UK related company information: A Gibson Consulting Ltd may support certain operational, administrative, technical, design, production, communication, or business development activities for ImmerTwin.

2) Definitions

For the purposes of these Client Service Terms:

• “Agreement” means the contract between you and ImmerTwin for the Services. This may include a Quote, Proposal, Statement of Work, Client Agreement, written email confirmation, invoice, these Client Service Terms, and any agreed project-specific terms.
• “Client”, “you” or “your” means the person, business, organisation, public body, institution, agency, property owner, venue, or authorised representative purchasing or approving Services from ImmerTwin.
• “Client Agreement” means a written quote, proposal, statement of work, order confirmation, project agreement, or other written agreement governing paid Services.
• “Client Materials” means any materials, content, assets, instructions, data, files, logos, brand guidelines, drawings, plans, text, images, video, audio, documents, archive material, object descriptions, translations, links, or other materials supplied by you or on your behalf.
• “Deliverables” means the final outputs we agree to provide as part of the Services. Deliverables may include tour links, embedded tours, Matterport tours, Branded Experience interfaces, Digital Companion content, images, videos, drone media, captions, hotspots, menus, QR codes, floor plans, BIM/CAD outputs, reports, 3D models, landing pages, documentation, or other agreed outputs.
• “Draft Deliverables” means preview, draft, test, staging, or review versions of Deliverables provided before final approval or launch.
• “Final Deliverables” means Deliverables that have been approved, published, issued, exported, or otherwise completed as the final version under the agreed scope.
• “Fees” means the charges payable for the Services, including project fees, deposits, booking fees, subscriptions, hosting fees, update fees, licence fees, travel charges, expenses, third-party costs, and any applicable taxes.
• “Hosting” means making a digital tour, branded interface, media asset, Digital Companion, or related digital content available online through ImmerTwin, a third-party platform, or another agreed hosting environment.
• “Platforms” means third-party tools, software, services, accounts, or hosting systems used to provide or support the Services. These may include Matterport, MPskin, Google services, analytics tools, email platforms, QR code systems, mapping tools, cloud hosting, payment systems, video platforms, or other digital services.
• “Proposal” means a written description of the Services, scope, deliverables, price, schedule, assumptions, exclusions, and project-specific conditions.
• “Services” means the professional services provided or arranged by ImmerTwin, including capture, scanning, production, publishing, hosting, content integration, interface design, consultancy, updates, technical services, media production, and related deliverables.
• “Site” means the location, venue, property, space, exhibition, building, workplace, museum, memorial site, commercial premises, private property, land, or other physical location where Services are to be performed.
• “Tour Content” means digital tour material, including 360° imagery, 3D scans, spatial data, visual navigation, labels, hotspots, menus, captions, media, interface layers, links, floor plans, and related digital presentation material.
• “Third-Party Costs” means costs charged by external platforms, suppliers, subcontractors, software providers, hosting providers, payment providers, licence holders, or other third parties.
• “Working Day” means Monday to Friday, excluding public holidays in France, unless otherwise agreed in writing.

3) Scope of these Client Service Terms

These Client Service Terms apply to Services provided by ImmerTwin, including but not limited to:

• Reality Tour services;
• Matterport capture and processing;
• 360° / 3D virtual tour creation;
• Branded Experience interface design;
• MPskin interface configuration and customisation;
• Digital Companion projects;
• LiveOps support, updates, hosting and tour management;
• photography and videography;
• drone media, where legally and practically permitted;
• social media and campaign media;
• QR code strategy and integration;
• Google Maps, Google Business Profile, analytics or campaign link support;
• BIM, CAD, point cloud, scan-to-model, 3D modelling or technical documentation services;
• consultancy, planning, project scoping and digital strategy;
• content writing, translation support, interpretation planning or AI-assisted content workflows;
• any other related service agreed in writing.

4) Relationship with other legal documents

These Client Service Terms are separate from our website Terms of Use.

Our Terms of Use govern the use of:

• immertwin.com;
• tours.immertwin.com;
• public, embedded, unlisted or restricted online tour pages;
• website content and general online browsing.

These Client Service Terms govern paid or agreed professional Services.

Your use of our website and online services is also governed by our Privacy Policy, Cookie Policy, Website Terms of Use, Sales and Refunds Policy, Trademarks & Copyright Notice, Accessibility Statement, and Security & Responsible Disclosure Policy where applicable.

If these Client Service Terms conflict with a project-specific Client Agreement, the project-specific Client Agreement will prevail for that project.

If these Client Service Terms conflict with a Proposal, the Proposal will prevail only for the specific items expressly stated in the Proposal.

5) Business clients and consumer clients

ImmerTwin works with businesses, public bodies, cultural institutions, property professionals, hospitality venues, tourism organisations, commercial clients, private clients and consumers.

If you are acting for business or professional purposes, you confirm that you have authority to enter into the Agreement on behalf of your organisation.

If you are acting as a consumer, certain mandatory consumer rights may apply and nothing in these Client Service Terms limits rights that cannot legally be excluded or restricted.

If you are unsure whether you are acting as a consumer or professional client, you should tell us before confirming your booking.

6) Quotes, proposals and project confirmation

A Quote or Proposal may set out:

• the Services to be provided;
• the expected Deliverables;
• the project assumptions;
• the Site or locations;
• the intended use of the Deliverables;
• the estimated schedule;
• the Fees;
• deposit or payment requirements;
• hosting or subscription arrangements;
• third-party costs;
• client responsibilities;
• exclusions;
• validity period of the Quote or Proposal.

A Quote or Proposal is not binding unless accepted by you and confirmed by ImmerTwin in writing.

We may withdraw or revise a Quote or Proposal before acceptance.

Unless stated otherwise, a Quote or Proposal is valid for 30 calendar days from issue.

Any change to scope, timing, Site access, content, deliverables, revisions, third-party costs, travel, hosting or technical requirements may affect the Fees and delivery schedule.

7) Booking, deposits and payment

We may require a deposit, booking fee, advance payment, staged payment or full payment before starting work.

The payment structure will normally be set out in the Quote, Proposal, invoice or written confirmation.

Unless otherwise agreed in writing:

• deposits or booking fees secure project time, planning time, production allocation, site visit preparation and administrative setup;
• work may not start until the required deposit or advance payment has been received;
• Final Deliverables may be withheld until all due payments have been received;
• ongoing hosting, update or support services may be suspended if payment is overdue.

Invoices must be paid by the due date stated on the invoice.

If no payment due date is stated, payment is due within 14 calendar days of the invoice date.

Late payment may result in suspension of Services, withholding of Deliverables, removal of hosted content, interest, recovery costs, or termination, subject to applicable law.

8) Taxes, VAT and currency

Fees will be stated in the applicable currency and may be exclusive or inclusive of VAT, TVA, sales tax, or other applicable taxes depending on the nature of the client, location, service, invoice and legal requirements.

Unless stated otherwise, quoted business prices are exclusive of applicable taxes.

You are responsible for any taxes, duties, charges, withholding, transfer fees, bank fees, currency conversion fees or other costs payable in connection with the Services, unless mandatory law provides otherwise.

9) Client responsibilities

You are responsible for providing accurate, complete and timely information needed to deliver the Services.

You are responsible for:

• confirming your authority to commission the Services;
• confirming you have the right to grant access to the Site;
• obtaining required permissions from owners, landlords, tenants, site operators, managing agents, residents, staff, contractors, public bodies, cultural institutions, rights-holders, or other relevant parties;
• ensuring the Site is ready for capture;
• ensuring the Site is safe and legally accessible;
• ensuring that rooms, areas, objects, displays, exhibits, products, signage, furniture, equipment and presentation areas are prepared before capture;
• removing or hiding confidential, personal, sensitive, private, security-sensitive, inappropriate or commercially sensitive items before capture;
• informing relevant staff, occupants, visitors, residents or stakeholders that capture may take place;
• obtaining any required consents for people, private property, artwork, objects, exhibits, memorial content, branded materials, music, written content, third-party imagery or other protected material;
• providing correct names, captions, descriptions, links, translations, booking links, contact details, access instructions and approval feedback;
• reviewing Draft Deliverables within agreed timescales;
• paying Fees on time.

ImmerTwin is not responsible for delays, additional costs, errors, omissions, retakes or restricted deliverables caused by incomplete information, unavailable access, unprepared spaces, missing permissions, late feedback, client-side delays, or inaccurate Client Materials.

10) Site access, preparation and safety

You must provide safe and reasonable access to the Site at the agreed time.

Before capture or production, you should ensure that:

• the Site is clean, tidy and presentable;
• lights are working;
• access routes are available;
• restricted areas are clearly identified;
• private or sensitive areas are closed or excluded;
• personal data, confidential documents, security codes, alarm panels, personal photographs, staff information, customer information and commercially sensitive information are removed or hidden;
• people not intended to appear in visual content are moved away from capture areas;
• animals, vehicles, equipment, stock, signage or temporary objects are managed according to the desired final result.

If the Site is not ready, inaccessible, unsafe, restricted, or materially different from the agreed scope, we may delay the Services, reschedule the visit, adapt the scope, charge additional fees, cancel the visit, or deliver the Services based on the conditions available at the time.

11) Capture conditions and limitations

Visual capture depends on practical and technical conditions, including lighting, reflections, weather, internet availability, access, room layout, glass, mirrors, moving objects, people, equipment, GPS signal, platform limits and hardware constraints.

You acknowledge that:

• 360° and 3D capture is a digital representation, not a guarantee of exact current condition;
• visual outputs may contain stitching artefacts, reflections, occlusions, shadows, platform limitations, scan alignment issues or other technical constraints;
• some spaces may not scan properly due to glass, mirrors, narrow areas, low light, repetitive geometry, outdoor conditions or platform limitations;
• some capture may be affected by weather, seasonal changes, temporary signage, visitors, staff, traffic, events or site activity;
• Matterport, MPskin and other third-party platforms may impose technical limits outside ImmerTwin’s control.

Where a specific technical standard, measurement accuracy, scan density, BIM standard, CAD format, file format, export type, resolution or tolerance is required, this must be agreed in writing before work begins.

12) Drone services

Drone services are subject to weather, airspace, local law, site restrictions, safety assessment, pilot availability, permissions, aviation rules, third-party approvals and operational feasibility.

We may refuse, delay or cancel drone work if conditions are unsafe, unlawful, restricted or unsuitable.

You are responsible for telling us about:

• restricted airspace;
• nearby airports, military zones or sensitive infrastructure;
• site ownership restrictions;
• neighbouring property concerns;
• public access risks;
• event restrictions;
• privacy concerns;
• wildlife, livestock or protected areas;
• any rules imposed by the Site owner or local authority.

Drone deliverables are only included where expressly stated in the Proposal.

13) Deliverables

The Deliverables will be those expressly stated in the accepted Proposal, Quote, invoice, written confirmation or Client Agreement.

Unless expressly included, Deliverables do not include:

• raw capture files;
• source project files;
• editable production files;
• uncompressed project media;
• full point cloud datasets;
• BIM models;
• CAD drawings;
• specialist exports;
• licensed third-party assets;
• ongoing hosting;
• ongoing updates;
• advanced analytics;
• translation review;
• legal review;
• curatorial review;
• copywriting beyond the stated scope;
• music licensing;
• voiceover;
• drone capture;
• social media management;
• paid advertising;
• printing;
• physical signage;
• on-site hardware;
• training;
• maintenance.

If you require any of the above, they must be agreed in writing and may involve additional Fees.

14) Drafts, review and approval

We may provide Draft Deliverables for review before final delivery or publication.

You are responsible for reviewing Draft Deliverables carefully, including text, captions, labels, links, phone numbers, email addresses, booking links, map links, prices, translations, logos, brand use, photographs, video edits, hotspots, menus, QR codes, tour navigation, Digital Companion content, technical outputs, and public-facing claims.

Unless otherwise agreed, you must provide consolidated feedback within 7 calendar days of receiving Draft Deliverables.

If you do not provide feedback within the agreed review period, we may treat the Draft Deliverables as approved or pause the project until feedback is received.

Approval by you means you accept the Deliverables as suitable for publication, use or delivery, subject to any agreed corrections.

15) Revisions and change requests

The number of included revisions, if any, will be set out in the Proposal.

If no revision allowance is stated, minor corrections may be provided at ImmerTwin’s discretion, but additional revisions, redesign, re-editing, retouching, retakes, restructuring, new content, additional pages, new hotspots, new menu items, new exports or scope changes may be chargeable.

A revision is a reasonable change to work already included in the agreed scope.

A change request is a request that expands, alters or replaces the agreed scope.

Examples of chargeable changes may include:

• adding new spaces or areas;
• revisiting the Site;
• recapturing areas because the Site was not ready;
• adding new media;
• adding new tour sections;
• changing the interface structure after approval;
• rewriting approved text;
• adding translations;
• changing approved branding;
• adding new QR codes or campaign links;
• adding analytics or UTM tracking not previously agreed;
• creating additional exports;
• producing new video edits;
• changing BIM/CAD outputs;
• adding Digital Companion journeys;
• integrating new third-party systems;
• responding to client delays or changed instructions.

16) Delivery timescales

Any delivery timescale is an estimate unless expressly stated as a fixed deadline in a written Client Agreement.

Delivery depends on Site access, capture conditions, payment, client information, client feedback, third-party platforms, approval times, technical processing, revision requests, scope changes, hosting setup, platform availability, weather, drone restrictions, rights and permissions, and availability of subcontractors or specialists.

ImmerTwin is not responsible for delays caused by you, third parties, platform outages, missing information, late approvals, force majeure events, unsafe conditions, or changes in scope.

17) Hosting, publication and access

Where Hosting is included, the Proposal should state:

• what will be hosted;
• where it will be hosted;
• whether access is public, unlisted, embedded, restricted, password-protected, QR-based or otherwise controlled;
• the hosting period;
• renewal terms;
• hosting Fees;
• update arrangements;
• any platform or third-party limitations.

Unless expressly agreed, Hosting does not guarantee uninterrupted access, permanent availability, indefinite storage, unlimited bandwidth, search visibility, analytics, backups, or platform continuity.

We may suspend or remove hosted content if Fees are overdue, the hosting period has expired, a third-party platform becomes unavailable, the content creates legal, security, privacy or reputational risk, we receive a credible rights, privacy or takedown complaint, you breach the Agreement, or continued hosting is no longer commercially or technically viable.

18) Public, unlisted and restricted experiences

Some Deliverables may be public, while others may be unlisted, embedded or restricted.

You are responsible for deciding whether a tour, Digital Companion, landing page, media asset or technical output should be public or restricted.

You must tell us before publication if:

• the Site is private;
• the Site contains sensitive security details;
• the Site includes private living areas;
• children, vulnerable people, residents, staff or visitors may be affected;
• the content includes personal data;
• the content includes restricted cultural, historical, memorial, archive, artistic or rights-managed material;
• the tour should not be indexed, promoted, embedded or shared publicly;
• portfolio use should be restricted.

19) Third-party platforms and services

The Services may rely on third-party platforms or suppliers, including Matterport, MPskin, Google services, analytics platforms, mapping services, hosting providers, payment processors, QR code providers, video platforms, email tools, fonts, software, plugins, subcontractors or specialist consultants.

Third-party platforms are governed by their own terms, privacy policies, technical limits, pricing, uptime, feature availability and access rules.

ImmerTwin is not responsible for:

• third-party outages;
• third-party pricing changes;
• third-party feature changes;
• third-party account restrictions;
• third-party data processing terms;
• third-party service termination;
• changes to platform APIs, embedding rules, browser support or technical functionality;
• losses caused by third-party systems outside our reasonable control.

If a third-party platform changes or removes functionality, additional work may be required to adapt the Deliverables and may be chargeable.

20) Existing Matterport tours and client-provided tours

Where you ask ImmerTwin to work with an existing Matterport tour or other third-party virtual tour, you confirm that:

• you have the right to provide access to the tour;
• you have the right to authorise us to work with it;
• the tour does not infringe third-party rights;
• the tour can legally and technically be used for the requested purpose;
• you have permission from the tour owner, account holder, venue owner, property owner, photographer, scanning provider or other relevant rights-holder.

ImmerTwin is not responsible if access is refused, revoked, restricted, incomplete or technically unsuitable.

Working with an existing tour may limit what we can edit, export, customise, host, track or integrate.

21) Client Materials

You retain ownership of Client Materials you provide to us.

You confirm that you have all rights, licences, consents and permissions needed for ImmerTwin to use Client Materials for the Services.

Client Materials may include logos, brand guidelines, copy, images, videos, music, floor plans, drawings, CAD files, BIM files, point clouds, maps, object descriptions, archive material, historical texts, translations, staff names, contact details, booking links, third-party media, exhibition content, product information, pricing, legal notices, and client instructions.

You grant ImmerTwin a non-exclusive, worldwide, royalty-free licence to use, copy, edit, adapt, format, reproduce, display, publish and process Client Materials as necessary to provide the Services, create Deliverables, provide support, make agreed updates, and perform the Agreement.

You are responsible for the accuracy, legality and rights clearance of Client Materials.

22) Intellectual property in ImmerTwin work

Unless a Client Agreement states otherwise, ImmerTwin retains ownership of all intellectual property rights in:

• production methods;
• workflows;
• templates;
• know-how;
• interface structures;
• MPskin configurations;
• custom code;
• design systems;
• menus;
• navigation logic;
• hotspot structures;
• Digital Companion structures;
• copywriting created by ImmerTwin;
• visual layouts;
• UI elements;
• tour presentation methods;
• analytics structures;
• documentation;
• technical processes;
• software-related configuration;
• non-client-specific materials;
• pre-existing materials;
• reusable components.

No transfer of ownership is made unless expressly stated in a signed written agreement.

23) Licence to use Deliverables

Subject to full payment of all Fees and compliance with the Agreement, ImmerTwin grants you a non-exclusive, non-transferable, non-sublicensable licence to use the Final Deliverables for your legitimate internal, operational, visitor-facing, marketing, website, social media or business purposes as described in the Proposal.

This licence typically permits you to:

• embed the tour or experience on your own website;
• share approved links with customers, visitors, guests, stakeholders or prospects;
• use approved images or videos for your own marketing where included in the Deliverables;
• use QR codes for agreed campaigns, signage, brochures or visitor journeys;
• use Digital Companion content for the agreed visitor or educational purpose;
• use approved technical outputs for the agreed project purpose.

This licence does not permit you to:

• resell the Deliverables as a standalone product;
• sublicense the Deliverables to third parties;
• create a competing product or service using the Deliverables;
• extract, scrape, clone, copy or reverse engineer interface work;
• remove ImmerTwin attribution where attribution is included;
• remove Matterport, MPskin or other third-party platform attribution where required;
• use the Deliverables for unlawful, misleading, defamatory, infringing or unauthorised purposes;
• use the Deliverables to train or improve AI or machine learning models without written permission from ImmerTwin and the relevant rights-holders;
• use the Deliverables outside the agreed scope where this would breach third-party rights or platform terms.

24) Source files, raw captures and editable files

Unless expressly included in the Proposal, ImmerTwin does not provide source files, raw capture files, raw scan data, editable project files, uncompressed production files, editable code, original design files, platform configuration files, working files, full-resolution unedited media, point cloud files, BIM models, CAD files, or other source material.

Where exports are included, the permitted format, resolution, file type, accuracy, usage rights and delivery method should be stated in the Proposal.

Additional exports may be chargeable.

25) Portfolio use and attribution

Unless you notify us in writing before publication, or unless a Client Agreement states otherwise, you grant ImmerTwin permission to reference the project in our portfolio, website, proposals, social media, case studies and marketing material in a reasonable manner.

This may include:

• the client or venue name;
• project description;
• screenshots;
• tour links;
• before-and-after examples;
• short video clips;
• photographs;
• interface examples;
• QR code examples;
• technical descriptions;
• sector-specific use cases.

If the project is confidential, private, security-sensitive, culturally sensitive or not suitable for portfolio use, you must tell us in writing before publication.

You may request that ImmerTwin keeps the tour private or unlisted, does not use the project in public marketing, removes or limits attribution, or avoids public case study references.

We will consider such requests reasonably, subject to existing publications, contractual rights, platform requirements and third-party records.

26) AI-assisted content and Digital Companion workflows

ImmerTwin may use AI-assisted tools to support internal workflows, content planning, copy drafts, translations, visual concepts, interpretation structures, Digital Companion journeys, interface planning or production efficiency.

AI-assisted content is not a substitute for client review, professional advice, curatorial review, legal review, historical verification, technical verification or human approval.

You are responsible for reviewing and approving AI-assisted or draft content before publication where it concerns historical facts, museum or heritage interpretation, memorial or commemorative content, public information, legal or regulatory claims, technical descriptions, pricing, accessibility information, translations, medical, safety, financial or regulated information, third-party rights, brand claims, or sensitive cultural material.

ImmerTwin may refuse to publish AI-assisted or client-provided material that we reasonably believe is inaccurate, unlawful, misleading, offensive, infringing, unsafe or inappropriate.

27) Museums, heritage, memorial and public-sector projects

For museums, galleries, memorial sites, cemeteries, heritage organisations, public bodies, cultural institutions and education-focused projects, additional care may be required.

You are responsible for identifying any restrictions relating to:

• object rights;
• archive rights;
• photography permissions;
• visitor permissions;
• cultural sensitivity;
• memorial sensitivity;
• military or commemorative content;
• religious content;
• human remains or burial sites;
• conservation conditions;
• public-sector procurement rules;
• accessibility obligations;
• translation accuracy;
• curatorial approval;
• educational content;
• school or child-facing material.

Where required, content should be reviewed by the appropriate client-side specialist, curator, historian, legal adviser, accessibility lead, communications lead or authorised representative before publication.

28) BIM, CAD, point cloud and technical services

Where BIM, CAD, point cloud, measured survey, scan-to-model, floor plan, technical documentation or 3D modelling services are included, the Proposal should state:

• the required output;
• file format;
• level of detail;
• intended use;
• accuracy expectations;
• tolerance;
• coordinate system;
• classification;
• software requirements;
• model scope;
• drawing scope;
• excluded elements;
• revision process;
• delivery format.

Unless expressly agreed, technical outputs are not suitable for construction, fabrication, legal boundary determination, structural design, fire strategy, statutory approval, health and safety certification or regulatory compliance.

You should obtain appropriate professional verification before using any technical output for regulated, construction, legal, safety-critical or statutory purposes.

29) Photography, video and media services

Where photography, video, drone or other media services are included, the Proposal should state the type of media, approximate quantity, format, resolution, usage rights, editing scope, revision allowance, delivery method, delivery timeframe, platform-specific versions, music, voiceover, subtitles or captions where included.

Unless expressly agreed, media services do not include unlimited revisions, full retouching, advanced compositing, actor, model or presenter fees, music licensing, voiceover artists, paid advertising, social media management, printing, physical signage, archive storage, raw files, or editable project files.

30) QR codes, campaigns and analytics

Where QR codes, UTM links, GA4 tracking, campaign tracking, tour analytics or engagement reporting are included, the Proposal should state what is included.

Analytics and tracking may be affected by cookie consent choices, ad blockers, browser settings, platform limits, privacy settings, third-party outages, sampling, user device behaviour, QR code placement, campaign design, offline activity, or incorrect implementation by third parties.

ImmerTwin does not guarantee a specific number of views, scans, leads, bookings, sales, conversions, visitors, enquiries or revenue unless expressly stated in a written agreement.

31) Cancellations, rescheduling and refunds

Cancellation and rescheduling terms may be stated in the Proposal, invoice, Sales and Refunds Policy or Client Agreement.

Unless mandatory law provides otherwise:

• if you cancel after confirming a booking, you may be charged for time already spent, planning, administration, third-party costs, platform costs, travel costs, reserved production time, subcontractor costs and work already completed;
• if you reschedule a site visit with insufficient notice, a rescheduling fee may apply;
• if we attend the Site and cannot perform the Services because the Site is not ready, access is unavailable, permissions are missing, the Site is unsafe, or the scope has materially changed, additional fees may apply;
• custom, bespoke, digital, personalised, time-sensitive or partially completed Services may not be refundable once work has begun;
• third-party costs may be non-refundable if already committed or charged by the third party.

If ImmerTwin cancels a Service without cause before work begins, we will normally refund amounts paid for Services not performed, excluding any non-refundable third-party costs already incurred where applicable.

32) Consumer right of withdrawal

If you are a consumer and the Agreement is concluded at a distance, online, by phone, by email, or off-premises, you may have a legal right to withdraw from the Agreement within 14 calendar days without giving a reason, unless an exception applies.

If you ask us to start performing Services during the withdrawal period, you may be required to pay a proportionate amount for Services performed before you withdraw.

If Services are fully performed before the end of the withdrawal period with your express request and acknowledgement, you may lose the right to withdraw for those Services.

If digital content or personalised digital services are supplied before the end of the withdrawal period with your express consent and acknowledgement, withdrawal rights may be limited or lost where permitted by law.

This section does not affect mandatory consumer rights.

If you believe you have a right to withdraw, contact us at: contact@immertwin.com

33) Client delays and project inactivity

If you do not provide required information, access, approvals, content or feedback within a reasonable time, we may pause the project.

If a project remains inactive for more than 30 calendar days because of client-side delay, we may revise the schedule, charge additional reactivation fees, invoice for work completed, close the project, or require a new Proposal for remaining work.

If the project is closed due to client-side delay, amounts paid may not be refundable to the extent they relate to work performed, reserved time, planning, administration or third-party costs, unless mandatory law provides otherwise.

34) Confidentiality

Each party may receive confidential information from the other.

Confidential information may include project details, pricing, business plans, private site information, technical information, access links, unpublished tours, designs, content, documents, credentials, account information, security-sensitive details and non-public commercial information.

Each party agrees to use reasonable care to protect confidential information and not disclose it except as necessary to perform the Agreement, comply with law, use subcontractors or platforms, obtain professional advice, or as otherwise agreed.

Confidentiality does not apply to information that is public, already known, independently developed, lawfully received from another source, or required to be disclosed by law.

35) Data protection and privacy

We process personal data in accordance with our Privacy Policy.

Personal data may be processed in connection with enquiries, quotes, project management, site visits, communications, invoicing, media production, tour hosting, website embedding, analytics, QR tracking, Digital Companion access, support, and legal compliance.

You are responsible for telling us before capture or publication if a project involves personal data, private spaces, staff-only areas, residents, children, vulnerable people, visitors, security-sensitive areas or other sensitive content.

Where a separate data processing agreement is required, this should be agreed in writing before the relevant processing begins.

36) Security and responsible disclosure

If you become aware of a security issue, unauthorised access, exposed private link, incorrect publication, vulnerability or suspected misuse of ImmerTwin systems or hosted content, you should notify us promptly at: contact@immertwin.com

You must not attempt to test, exploit, scrape, disrupt, bypass, reverse engineer or access systems, tours, accounts, content or data without written permission.

37) Accessibility

Where accessibility requirements apply, you should identify them before the Services begin.

Digital tours, embedded media, interactive content, third-party platforms, PDFs, images, videos, 3D content and immersive experiences may have accessibility limitations.

Where accessibility support is included, the scope should be defined in the Proposal.

Examples may include clear captions, alternative text, plain-language content, keyboard-accessible webpage sections, transcripts, subtitles, accessible page structure, alternative access routes, and accessibility notes.

Accessibility requirements not identified before work begins may require additional work and additional Fees.

38) Warranties and disclaimers

ImmerTwin will use reasonable skill and care in providing the Services.

However, to the maximum extent permitted by law, we do not guarantee that:

• the Deliverables will produce a specific commercial result;
• a tour will generate a specific number of views, enquiries, bookings, visitors, leads or sales;
• third-party platforms will remain available or unchanged;
• all visual outputs will be free from artefacts, reflections, stitching issues, occlusions or platform limitations;
• a digital representation will match current site conditions at all times;
• analytics will be complete, accurate or uninterrupted;
• translations, AI-assisted content or client-provided content will be error-free unless professional review is included;
• technical outputs are suitable for regulated or construction use unless expressly agreed.

The Services and Deliverables are provided according to the agreed scope and the information available at the time.

39) Limitation of liability

Nothing in these Client Service Terms limits or excludes liability where it would be unlawful to do so.

To the maximum extent permitted by law, ImmerTwin will not be liable for:

• indirect, incidental, special, consequential or punitive damages;
• loss of profits, revenue, business, goodwill, opportunity, anticipated savings or data;
• losses caused by third-party platforms, outages, access restrictions or price changes;
• losses caused by incorrect, incomplete or late Client Materials;
• losses caused by client-side failure to obtain permissions, rights or consents;
• losses caused by use of Deliverables outside the agreed scope;
• losses caused by publication of content approved by you;
• losses caused by Site conditions, access issues, safety restrictions, weather, events or third-party delays;
• losses caused by force majeure events.

Where liability cannot be excluded, ImmerTwin’s total liability will, to the maximum extent permitted by law, be limited to the total Fees paid by you for the specific Services giving rise to the claim.

40) Indemnity

You agree to indemnify and hold harmless ImmerTwin against claims, losses, damages, liabilities, costs and expenses arising from:

• your breach of the Agreement;
• your misuse of the Deliverables;
• your Client Materials;
• your failure to obtain permissions, rights, releases or consents;
• your instructions;
• your publication or use of approved content;
• claims by property owners, rights-holders, staff, visitors, residents, tenants, artists, photographers, musicians, licensors, platform providers or third parties arising from materials or access you supplied or authorised;
• your use of the Services or Deliverables outside the agreed scope.

41) Suspension and termination

We may suspend or terminate the Services if:

• you fail to pay Fees when due;
• you breach the Agreement;
• required information, access or approvals are not provided;
• the Site is unsafe or inaccessible;
• continued work creates legal, privacy, security, reputational or technical risk;
• third-party platforms or permissions become unavailable;
• you misuse Deliverables or platforms;
• you become insolvent or unable to pay;
• there is a serious breakdown in communication or trust.

On termination, you must pay for work completed, committed third-party costs, reserved time, expenses and any other amounts due up to the termination date, unless mandatory law provides otherwise.

Sections intended to survive termination will continue to apply, including payment, intellectual property, licence restrictions, confidentiality, liability, indemnity, data protection, governing law and dispute terms.

42) Force majeure

ImmerTwin will not be responsible for failure or delay caused by events outside our reasonable control.

Such events may include extreme weather, fire, flood, storm, illness, accident, transport disruption, strike, civil unrest, war, terrorism, pandemic, government restrictions, site closure, power failure, internet failure, platform outage, third-party service failure, supply chain delay, loss of access, airspace restriction, legal or regulatory change.

If a force majeure event occurs, we may delay, reschedule, adapt, suspend or cancel the affected Services.

43) Complaints

If you are unhappy with the Services, you should contact us promptly at: contact@immertwin.com

Please include:

• your name;
• project name;
• invoice or proposal reference, if available;
• a clear description of the issue;
• supporting screenshots, links or examples;
• the outcome you are requesting.

We will review the issue and respond within a reasonable time.

You must give us a reasonable opportunity to investigate and, where appropriate, correct the issue before seeking other remedies.

44) Dispute resolution

The parties should first attempt to resolve disputes through good-faith discussion.

If a dispute cannot be resolved informally, either party may escalate the matter in writing.

If you are a consumer, mandatory consumer dispute or mediation rights may apply.

Nothing in this section prevents either party from seeking urgent legal relief where necessary to protect intellectual property, confidential information, security, payment rights or legal interests.

45) Governing law and jurisdiction

These Client Service Terms are governed by the laws of France.

Any dispute arising from or relating to these Client Service Terms, the Services, the Deliverables or the Agreement will be subject to the jurisdiction of the competent courts in France, typically those of the area of our registered office, unless mandatory law provides otherwise.

If you are a consumer, mandatory consumer protection rules in your country of residence may also apply where required by law.

46) Changes to these Client Service Terms

We may update these Client Service Terms from time to time.

The “Last updated” date at the top indicates when changes were made.

The version that applies to your project will normally be the version in force when you accepted the relevant Quote, Proposal, invoice or Client Agreement, unless a later version is expressly agreed.

47) Contact

Questions about these Client Service Terms should be sent to:

Email: contact@immertwin.com

ImmerTwin SARL
144 Route Des Avaloirs
61140 Juvigny-Val-d’Andaine
Basse Normandie
France