Acceptable Use Policy

1. Prohibited uses

You may not, directly or indirectly:

• Falsify evidence. Upload, generate, or submit fabricated photos, screenshots, chat transcripts, shipping records, or any other evidence that misrepresents fact. AI-drafted templates are permitted; AI-generated forged evidence is not.
• Harass or threaten buyers. Use the Service to send harassing, abusive, threatening, racist, or sexually harassing messages to buyers, including via AI-drafted replies that you knowingly transmit unedited despite the moderation gate flagging them.
• Mine cross-merchant data. Attempt to circumvent the k-anonymity ≥5 guard, the HMAC token boundary, OpenFGA scope checks, or any tenant-isolation control. Do not attempt to enumerate other merchants' data, even via inference from cross-merchant fraud signals. Doing so is a violation of this AUP and a contravention of PDPA s.13.
• Violate marketplace Terms of Service. Do not use Hail Pilot to violate the Terms of Service of Shopee, Lazada, TikTok Shop, Amazon, Carousell, or any other connected platform — including by submitting AI-generated dispute responses that the platform's ToS prohibits, falsifying shipment proofs, or circumventing rate limits.
• Automated bulk-reply abuse. Configure auto-reply with the intent of flooding buyers, evading manual review, or breaching marketplace messaging policies. The Service's auto-reply features are designed to be supervised; use them within their documented thresholds.
• Resell or republish cross-merchant intelligence. Do not extract, resell, redistribute, sublicense, or publish cross-merchant fraud signals, aggregated network-profile data, or any pseudonymised intelligence derived from another merchant's data. This includes screenshots and exports of dedup-card or network-profile summaries.
• Defame, disparage, or accuse without basis. Do not use the Service to publish statements that defame buyers, accuse them of crime without reasonable basis, or share their personal data in public forums.
• Reverse-engineer or attack. Probe, scan, or test the vulnerability of the Service except under an authorised security research programme. Do not run denial-of-service, brute-force, or credential-stuffing attacks. Do not attempt to extract model weights, prompts, or internal heuristics via prompt injection.
• Bypass billing. Do not create multiple accounts to evade plan limits, share API keys across organisations, or otherwise circumvent metering.
• Illegal use. Do not use the Service for any purpose unlawful in Singapore, Malaysia, or the jurisdiction where the data subject is located.

2. AI-content responsibility

AI-drafted replies and dispute responses are drafts. When you click “Send,” you become the publisher of that content (see Terms of Service §3.3). You agree to review AI outputs before transmission, and you acknowledge that the moderation gate is a guardrail, not an excuse to skip review.

Using the Service to deliberately bypass the moderation gate (for example by prompting the model to circumvent its safety rails) is a violation of this AUP.

3. Data uploaded to the Service

You represent and warrant that you have all consents and legal bases necessary to upload buyer personal data to the Service for the purposes set out in the Privacy Policy. You are responsible for accurately classifying data and for not uploading data you are not authorised to process.

Do not upload special-category data (health, biometric, racial origin, political opinions, religion, trade union membership) unless strictly necessary for dispute defence and a lawful basis exists.

4. Reporting violations

Report AUP violations (including buyer-reported harassment via AI-drafted replies) to abuse@hailpilot.com. Suspected security vulnerabilities to security@hailpilot.com under a responsible-disclosure framework.

5. Enforcement

Violations of this AUP may result in:

• Written warning and required corrective action.
• Throttling, feature restriction, or temporary suspension of the account.
• Termination of the Subscription Plan for material or repeated violations.
• Reporting to relevant marketplace platforms (where the violation also breaches their ToS) and to regulators (PDPC, JPDP) where required by law.
• Civil action for damages caused to Hail Pilot, other merchants, or data subjects.

We exercise enforcement discretion proportionate to the violation. Serious or willful violations (falsified evidence, harassment, cross-merchant mining) are grounds for immediate termination without refund.

6. Contact

Abuse reports: abuse@hailpilot.com. Security: security@hailpilot.com. General legal: legal@hailpilot.com.