Privacy Policy | twingentic

Your privacy is fundamental to how we build and operate Twingentic. This policy explains how we collect, use, and protect your information.

Last updated: October 24, 2026

Twingentic is a service of Casaway Capital, LLC ("Twingentic," "we," "us").

Information We Collect

Account Information

When you create an account, we collect your name, email address, business or practice name, and billing information necessary to provide our services.

Your Likeness and Voice

To build your twin, we collect the photos and video you upload or capture, the voice recordings you make, and the information you give us about your appearance and style. From these we create your identity pack (images of you in one or more styles), your voice clone, and the videos, clips and live avatar sessions you make with them. We ask you to confirm, before your first likeness or voice job, that the person shown is you or that you have written permission from that person, and we record that confirmation with its date.

Your Brain and Content

We collect what you add to build your twin's knowledge and personality: interview answers, documents, links, business details, templates, scripts and other content you create in the services.

Connected Apps

If you connect other apps to your twin (for example email, calendar or social media accounts), we access those apps only with the permissions you grant and only to perform the actions you allow.

Patient Information (Dental and Medical Practices)

When a dental or medical practice uses the Send Center, we collect the patient information the practice enters or syncs from its practice management system, such as patient name, mobile number, email address, appointment details, and which care videos and cards were sent, delivered, opened and watched. We hold this information on behalf of the practice under our Business Associate Agreement. Patient video pages themselves show no patient name.

Phone Numbers and Communication Data

When a practice sends care videos or cards by text message through Twingentic, we use the patient's mobile number solely to send those messages on behalf of the practice. We also keep message history and delivery status for service delivery and quality assurance. When a practice uses Calls or Care Calls, phone calls are handled by Avery, an AI phone agent operated by Casaway Capital, LLC, and are covered by this Privacy Policy.

Visitors to Your Twin

When someone chats with your twin on a public link, website widget, hosted page or live avatar, we collect the messages they send and receive so the twin can answer, and a coded identifier (not their network address) to apply message limits. Visitors are told they are chatting with an AI twin.

Usage Data

We collect information about how you interact with our services, including features used, session duration, and performance metrics to improve our products.

How We Protect Your Data

Encryption

All data is encrypted in transit using TLS 1.3 and at rest using AES-256 encryption. Photos, voice recordings and generated media are processed in secure, isolated environments.

Access Controls

We implement strict role-based access controls. Only authorized personnel with legitimate business needs can access customer data, and all access is logged and audited.

Infrastructure Security

Our services run on SOC 2 Type II certified infrastructure with continuous monitoring, intrusion detection, and regular security assessments.

How We Use Your Information

Service Delivery

We use your information to provide, maintain, and improve the Twingentic services, including building your twin, generating images, voice, video and text, answering on your twin's behalf, and delivering patient care videos for dental and medical practices.

Care Video Communications

When a dental or medical practice sends care videos or cards to a patient by text or email, we send those messages on behalf of the practice. These messages are limited to before-care and after-care information about the patient's visits. We do not send marketing, promotional, or advertising messages to patients. See our SMS Messaging Terms for complete details.

Communication

We may send you (the account holder) service-related announcements, security alerts, and product updates. You can opt out of promotional communications at any time.

AI Training

We do NOT use your Protected Health Information (PHI) to train our AI models. Any model improvements use de-identified, aggregated data only. Patient phone numbers, names, and clinical information are never used for AI training purposes. We do not use your photos, voice recordings, likeness or voice clone to train our own AI models.

Text Messaging

Twingentic enables dental and medical practices to send care videos and care instructions to patients by text message. The following applies to all text messages sent through our platform:

Consent

Text messages are only sent to patients who provide consent to their practice. The practice asks the patient, in the office or by phone, whether they agree to receive their care videos and instructions by text, and records that consent with a date in Twingentic before the first text is sent. Patients who do not consent do not receive text messages.

Message Types

Messages sent through our platform are strictly transactional and informational. They include links to before-care and after-care videos and instructions for the patient's visits. No marketing, promotional, or advertising messages are sent.

Opt-Out

Patients can opt out of text messages at any time by replying STOP to any message. Upon opting out, they receive one final confirmation message and no further texts are sent. Patients may resubscribe by replying START or by contacting their practice.

Phone Number Use

Patient phone numbers collected through our platform are used solely for care communications from the specific practice that sent them. Phone numbers are not shared with third parties, are not sold, and are not used for any purpose other than the care communications described above.

Message and Data Rates

Standard message and data rates may apply based on the patient's wireless carrier plan. Neither Twingentic nor the practice is responsible for carrier charges.

For complete SMS messaging terms, see our SMS Messaging Terms page.

Information Sharing

Third-Party Service Providers

We work with carefully vetted service providers who help us operate our business, including cloud infrastructure, payment processing, AI image, voice, video and text generation, live avatar streaming, and communication services (such as SMS and email delivery). Providers receive only what they need to perform their service for you. All providers are bound by strict confidentiality agreements and Business Associate Agreements (BAAs) where applicable.

Legal Requirements

We may disclose information when required by law, such as in response to valid legal process or to protect the rights and safety of our users.

Business Transfers

In the event of a merger or acquisition, your information may be transferred. We will provide notice before your information becomes subject to a different privacy policy.

Your Rights

Access and Portability

You have the right to access your personal data and request a copy in a portable format. Contact us to make a data access request.

Correction

You can update or correct your account information at any time through your dashboard settings or by contacting our support team.

Deletion

You may request deletion of your personal data, subject to our legal retention requirements and obligations under healthcare regulations. You can delete your twin, including its photos, voice recordings, identity pack and voice clone, from your account at any time.

SMS Opt-Out

Patients may opt out of text messages at any time by replying STOP to any message received from a practice through our platform.

Cookies and Tracking

Essential Cookies

We use essential cookies necessary for the operation of our services, including authentication and security cookies.

Analytics

We use analytics tools to understand how our services are used. You can opt out of analytics tracking through your browser settings. Patient video pages load no third-party analytics.

Do Not Track

We respect Do Not Track browser signals and do not track users who have enabled this feature.

Data Retention

We retain your information for as long as your account is active or as needed to provide you services. Patient communication records for dental and medical practices are retained in accordance with healthcare record retention requirements, which vary by jurisdiction.

Text message records (message content, delivery status, and consent logs) are retained for a minimum of five years for compliance purposes.

When you delete your account, we will delete or anonymize your personal information within 30 days, except where retention is required by law or for legitimate business purposes such as resolving disputes. Your photos, voice recordings, identity pack and voice clone are deleted within 30 days of deleting your twin or your account.

Questions About This Policy?

If you have questions about this Privacy Policy or our data practices, please contact us.

Email: support@twingentic.com

Web: twingentic.com