Law Enforcement Guidelines

1. Overview

hrhelperg s.r.o. operates TwinPhone, a browser-based interconnected VoIP service. hrhelperg s.r.o. is established in the Czech Republic (EU); requests from Czech and other EU/EEA authorities are handled under applicable Czech and EU law, and the U.S.-law guidance below applies to requests served under U.S. legal process. We cooperate with valid legal process issued by governmental authorities with proper jurisdiction over hrhelperg s.r.o. This page explains how to submit a preservation request, subpoena, court order, or search warrant, and what categories of information we may produce in response.

2. How to Serve Legal Process

Designated channel: support@twin-phone.com. Include the requesting agency, the officer's name, badge or ID number, agency phone number, and a sworn declaration where applicable.

Email service to support@twin-phone.com is preferred for all matters, including time-sensitive requests. If a postal address is required for formal service, request it from the designated channel above before sending.

We accept process from U.S. federal, state, and local agencies with proper jurisdiction. Non-U.S. agencies should proceed through an MLAT request, letter rogatory, or a U.S. court of competent jurisdiction.

3. What We Require

• A clear identifier for the target account: registered email address, TwinPhone-issued phone number (E.164), or TwinPhone account ID.
• A specific time range. Open-ended requests will be returned for narrowing.
• The legal authority on which the request is based (statute, rule, or court order).
• A point of contact for follow-up questions, including phone and email.

4. What We May Produce

The information we hold is described in our Privacy Policy. Disclosure tiers under U.S. law generally follow the Stored Communications Act (18 U.S.C. § 2703):

• Subpoena (basic subscriber information): name on file, email address, account creation date and IP, last login timestamp, billing payment processor reference (we do not store card numbers — Stripe does), TwinPhone-issued phone numbers associated with the account, and length of service.
• Court order (transactional records): additional records such as call detail records (dialed number, duration, timestamp, originating IP if available), SMS metadata, top-up history, and activity logs.
• Search warrant (content): any stored content lawfully held by hrhelperg s.r.o., including call recordings when the user has opted in. Real-time interception requires a wiretap order under 18 U.S.C. § 2518; CALEA-style technical assistance is coordinated through our upstream carriers (Twilio, Telnyx) once a valid order is in hand.

We do not provide content of communications in response to a subpoena. We do not voluntarily disclose user content except as allowed by 18 U.S.C. § 2702(b).

5. Preservation Requests

Under 18 U.S.C. § 2703(f), hrhelperg s.r.o. will preserve records that are subject to a valid preservation request for up to 90 days, extendable for an additional 90 days on renewed request, pending service of legal process. Send preservation requests to support@twin-phone.com with subject line "PRESERVATION REQUEST".

6. Emergency Disclosure

Under 18 U.S.C. § 2702(b)(8) and (c)(4), hrhelperg s.r.o. may disclose information without legal process when we believe in good faith that an emergency involving danger of death or serious physical injury to any person requires disclosure without delay. To submit an emergency disclosure request, email support@twin-phone.com with subject line "EMERGENCY DISCLOSURE" and include the nature of the emergency, the agency, and a callable phone number. We aim to acknowledge emergency requests within 24 hours.

7. Notice to Users

Our policy is to notify users about legal process seeking their information before disclosing it, so they have an opportunity to object, unless prohibited by law or court order, or where notice would be counterproductive (for example, in cases involving imminent danger of death or serious physical injury, child sexual exploitation, or where notice would undermine an active investigation).

8. No 911 / Emergency Service Disclaimer

TwinPhone does not provide access to emergency services such as 911, 112, 999, or equivalent. Emergency short codes are technically blocked at multiple layers. Please see Section 8 of our Terms of Service and the corresponding notice in our Privacy Policy.

9. Cost Reimbursement

hrhelperg s.r.o. reserves the right to seek reimbursement of costs for production of records under 18 U.S.C. § 2706 and applicable state statutes. Routine subscriber-information productions are generally provided at no charge.

10. Contact Summary

• Legal process: support@twin-phone.com
• Abuse reports: support@twin-phone.com — see /abuse

This page is provided for informational purposes only and does not constitute legal advice or a waiver of any of hrhelperg s.r.o.'s rights or defenses.