Terms of Service

These Terms of Use (the "Terms", and together with any updates and applicable Supplemental Terms, the "Agreement") govern the relationship between 19Pine Pte. Ltd. and/or its affiliates ("Company", "we," "us," "our") and the entity or individual ("User," "you," "your") using or accessing our products and services, including Pine AI platform, the Pine AI mobile application (the "App"), associated software applications, and websites, and any of our other digital or online properties or services (collectively, the "Services" or "Pine").

PLEASE READ THIS AGREEMENT CAREFULLY. BY ACCESSING OR USING THE SERVICES, YOU AGREE TO BE BOUND BY THESE TERMS. IF YOU DO NOT AGREE, DO NOT USE THE SERVICES.

1. Artificial Intelligence Disclaimer

1.1 AI Understanding and Limitations

• You acknowledge that you are interacting with an AI system.
• AI systems are probabilistic and may misunderstand, misinterpret, or make errors.
• Outputs may be repetitive, formulaic, or contain inaccuracies or biases.
• Pine cannot guarantee results when external parties do not respond, refuse requests, or operate inaccessible systems.
• Company disclaims liability for outcomes resulting from third-party unavailability, refusal, or delay.

2. User Responsibilities and Acceptable Use

By using Pine AI, you acknowledge and agree to the following:

2.1 Accurate and Timely Information

You are responsible for providing accurate, complete, and timely information. Task success depends on how well you describe the objective and supply required data.

2.2 Reasonable Task Objectives

You agree to submit lawful, specific, and reasonably achievable tasks aligned with Pine AI's capabilities.

2.3 Legal and Ethical Use

You will only use Pine for lawful and ethical purposes. Tasks must not be unlawful, fraudulent, abusive, harassing, or misleading. Pine reserves the right to reject or terminate such tasks.

2.4 Authority to Delegate

By submitting a task, you confirm you have the legal right and authority to authorize Pine to act on your behalf. Pine does not verify this and assumes no liability for disputes arising from unauthorized instructions.

2.5 Third-Party Policy Compliance

Pine interacts with businesses, websites, and systems outside our control. You acknowledge that outcomes may be limited by those third parties' policies.

2.6 High-Risk Use Prohibited

Pine is not intended for legal filings, immigration applications, financial decisions, medical decisions, government submissions, or any high-risk or regulated tasks. Do not use Pine for these purposes without explicit prior written approval from Company.

2.7 Responsibility for Content

You are solely responsible for all inputs and content you submit, and must not upload any content that infringes others' rights, violates laws, or shares personal data without consent.

2.8 Abuse and Security

Misuse of Pine's systems (e.g., mass disputes, impersonation, data scraping, harassment, fraud) may lead to suspension or termination. We monitor behavior to ensure compliance with our Usage Policy.

2.9 Authorization to Act on User's Behalf

By using the Services, you expressly authorize Pine to act as your representative for the limited purpose of initiating, conducting, and completing communications with third parties as instructed by you. You acknowledge and agree that:

• Pine may present itself to third parties as your authorized agent, and such communications shall be deemed to have been made with your full knowledge and consent.
• You remain solely responsible for the content, legality, and accuracy of any information provided to Pine for use in such communications.
• Pine does not independently verify the accuracy of information you supply; any misrepresentations or omissions are your sole responsibility.

2.10 Caller ID and Communication Practices

You understand and consent that: By agreeing to these Terms of Service, you authorize Pine, when acting on your behalf, to use your personal telephone number or other identifying information as the outbound caller identification when contacting third parties. Pine will only use your number for this purpose and will not intentionally transmit misleading or inaccurate caller identification information.

2.11 System Access and Credentials

By providing your login credentials or other access information, you authorize Pine to use secure automated methods, including simulated browsers, virtual devices, or other tools, to access and operate your accounts with third-party businesses and service providers on your behalf. You agree that:

• Pine's access is solely for the purpose of carrying out the instructions you provide (such as submitting claims, filing complaints, making inquiries, or performing account management tasks).
• You remain solely responsible for the security, accuracy, and legality of the information you supply, as well as for maintaining the confidentiality of your credentials.
• Pine will not be liable for any consequences arising from use of your credentials, including but not limited to account suspension, denial of claims, rejections of complaints, or actions taken by the third-party service provider.

2.12 Submissions to Third Parties

You authorize Pine to prepare and submit communications, forms, claims, or complaints to third parties in your name and on your behalf, based on the information you provide. You acknowledge and agree that:

• All such submissions are deemed to have been made by you, with your full knowledge and consent.
• You are solely responsible for ensuring that all information provided to Pine is truthful, accurate, and complete.
• Pine is not responsible for the outcome of such submissions, including whether they are accepted, rejected, or acted upon by the third party.

3. Access and License

You are granted a limited, non-exclusive, non-transferable, revocable license to access and use the Services for personal use, subject to compliance with these Terms and our Usage Policy.

You must:

• Maintain the confidentiality of your credentials;
• Not use automation to access Pine without authorization;
• Not reverse engineer, tamper with, or exploit Pine systems;
• Not overload, flood, or spam Pine's services.

We may suspend or terminate access for any violation.

4. Ordering and Fees

4.1 Payments and Third-Party Processors

Pine uses Stripe, Inc. as its third-party payment processor to handle payment transactions. When you make a purchase through the Services, you will be asked to provide your payment information directly to Stripe.

By completing a payment, you agree to be bound by Stripe's Terms of Service and Privacy Policy and authorize Pine and Stripe to process your payment information as necessary to complete your transaction. Payment transactions may be subject to verification, fraud prevention checks, and authorization by your card issuer. Pine is not responsible if your payment method is declined or fails for any reason.

Your card issuer or bank may charge additional processing or handling fees. Pine is not responsible for such fees.

4.2 Fees and Billing

You agree to pay all applicable fees for the Services as described at the time of purchase. By providing your payment information, you authorize Pine and/or its payment processor to charge your selected payment method for all fees when due, without additional notice.

You are responsible for maintaining accurate and up-to-date payment information. Failure to provide valid payment details or failure of payment constitutes a material breach of these Terms.

All fees are non-refundable unless otherwise expressly stated. Pine reserves the right to change pricing or billing methods at any time in its discretion.

4.3 Taxes

Fees do not include any applicable sales, use, or similar taxes. If Pine is required by law to collect such taxes, they will be added to your charges. You are responsible for paying all applicable taxes and any related penalties or interest imposed by taxing authorities.

5. Subscription, Credits, and Refund Policy

5.1 Subscriptions and Legacy Access

Certain features or services of Pine are offered on a paid subscription basis. If you choose to subscribe, you will be billed in advance on a recurring basis (for example, monthly), according to the subscription plan selected at the time of purchase. Your subscription will automatically renew at the then-current price unless cancelled before the renewal date.

By subscribing, you authorize Pine to charge your selected payment method at the start of each billing period.

Legacy Users. Some users may have access to Pine under legacy pricing, credit models, or non-subscription plans that were offered prior to the introduction of subscriptions. These legacy arrangements will remain valid under the terms in effect at the time they were granted, unless otherwise stated by Pine. Pine may offer such users the option to transition to a subscription plan, but legacy users are not required to do so unless Pine provides clear notice and obtains any required consent.

You may cancel your subscription at any time through your account settings or by contacting us at support@19pine.ai. Cancellation prevents future charges but does not entitle you to a refund for the current billing period. You will retain access to subscribed features until the end of the current billing cycle.

5.2 Billing and Pricing Changes

You agree to provide accurate, complete, and up-to-date billing information. If a payment cannot be processed successfully, Pine may suspend access to paid features until payment is received.

Pine reserves the right to change subscription fees or billing structures at any time. Any pricing changes will take effect at the start of the next billing period following reasonable notice. Continued use of subscription services after a pricing change becomes effective constitutes acceptance of the updated pricing.

Pricing or billing changes will not retroactively alter fees already paid or credits already granted under prior terms.

5.3 Credits

Pine operates certain services using a credit-based system. Credits may be purchased, included with a subscription, earned through promotions, or granted by Pine at its discretion. Each task or service consumes a number of credits based on factors such as complexity, duration, volume, or required resources, as determined by Pine.

Credit usage rates may vary depending on the nature of the request, service type, model tier, system conditions, or other operational factors. Pine does not guarantee that a specific number of credits will produce a particular result, outcome, or amount of work.

Pine may modify credit costs, service classifications, or credit rules over time to reflect changes in system capabilities, operational costs, or product offerings. When feasible, Pine will provide updated credit usage information, but actual usage may differ from estimates.

Unless otherwise stated:

• Credits are non-refundable
• Credits may expire in accordance with Pine's then-current credit rules
• Unused credits may be forfeited upon account termination
• Credits are non-transferable and have no cash value

Credits obtained or used through fraud, abuse, or policy violations may be revoked without compensation.

5.4 Refund Policy

Except where required by applicable law, all payments made for subscriptions, credits, or paid services are final and non-refundable.

In limited and exceptional circumstances, Pine may consider a partial refund at its sole discretion. Any approved refund, if applicable, will be calculated based on unused credits or unused subscription time and will exclude discounts, promotional value, or taxes. Pine's determination regarding refunds is final.

If you are a consumer residing in the European Union, the United Kingdom, or Turkey, you may have a statutory right to withdraw from certain purchases within 14 days, subject to applicable consumer protection laws.

Approved refunds, if any, will be issued to the original payment method and may take 1–15 business days to process, depending on your payment provider.

Pine may refuse or limit refund requests if:

• The account has been suspended or terminated due to abuse, fraud, or policy violations
• The request relates to used credits or completed services
• The purchase was made using promotions, discounts, or coupons
• The request is repetitive or indicative of abuse
• The request is made outside any applicable refund or withdrawal period

For refund inquiries, contact support@19pine.ai.

6. AI Content and Output

6.1 Responsibility for Input and Output

• All content submitted by you is your responsibility.
• All AI-generated output is provided "as is." You are responsible for verifying accuracy and legality.
• Pine disclaims all liability for decisions made using AI-generated output.
• In the course of processing a User's request, the Services may generate or utilize various forms of information, including but not limited to call transcripts, system decisions, and communications with third-party businesses. Such information is deemed part of the internal working process of the Services. The Company reserves the right, in its sole discretion, not to disclose such information to the User. For clarity, nothing in this Section alters the Company's obligations with respect to the handling of personal information as set forth in the Privacy Policy of this Agreement.

6.2 Intellectual Property

• You retain ownership of your content and output. However, output may not be unique across users.
• We retain rights to usage data for analytics and service improvement, subject to compliance with our Privacy Policy.

6.3 Content Restrictions

• You may not use Pine to input, generate or share unlawful, defamatory, harmful, misleading, or explicit content.
• You may not repurpose output to defraud, harass, impersonate, or harm others.

7. Suspension and Termination

• Pine may suspend or terminate your account for violating these Terms or the Usage Policy.
• Upon termination, your right to use Pine ends immediately.
• You may not attempt to re-register if terminated for cause.

8. Disclaimer of Warranties

• Pine is provided "as is" and "as available."
• We disclaim all warranties, including fitness for a particular purpose, non-infringement, and accuracy.
• Pine AI is an AI-powered agent and cannot guarantee successful resolution of all tasks.

9. Limitation of Liability

To the maximum extent allowed by law:

• We are not liable for indirect, incidental, special, or consequential damages;
• Our total liability shall not exceed the amount paid by you in the past 3 months;
• This limitation does not apply to liability for fraud, gross negligence, or death/injury caused by our negligence.

10. Privacy

We handle personal data as described in our Privacy Policy. You are responsible for only submitting data you have the right to share.

11. Governing Law and Dispute Resolution

These Terms are governed by the laws of Singapore, without regard to conflict of law principles. Any dispute arising out of or in connection with these Terms shall be submitted to the exclusive jurisdiction of the courts of Singapore.

However, if you are a consumer residing in the United States, United Kingdom, Canada, Australia, or New Zealand, you may be entitled to the protection of mandatory consumer laws and dispute resolution rights in your country of residence. Nothing in these Terms affects your statutory rights as a consumer under the laws of your jurisdiction.

Before initiating legal proceedings, we encourage you to contact us to attempt informal resolution. Most disputes can be resolved quickly and amicably.

12. Modifications and Communications

• We may update these Terms at any time with notice to users.
• Continued use after updates constitutes acceptance.
• We may communicate with you electronically regarding these Terms and your use of Pine.

13. Contact

If you have questions, please contact:

Email: support@19pine.ai

By using Pine, you acknowledge that you have read, understood, and agree to be bound by these Terms and the accompanying Usage Policy.