Terms of Service

1. Definitions

• “Service” means the Hail Pilot dispute-defense, evidence management, and post-purchase intelligence platform delivered via hailpilot.com and api.hailpilot.com, including the Chrome extension.
• “Customer Data” means the data you upload, sync via channel connectors, or otherwise submit to the Service.
• “AI Output” means any text, classification, score, evidence package, recommendation, or other output generated by the Service's machine-learning models.
• “Subscription Plan” means the tier you select (Free, Starter, Pro, Business, or Enterprise) and its monthly or annual fees.

2. The Service

Hail Pilot grants you a non-exclusive, non-transferable, revocable right to access and use the Service during the term of your Subscription Plan, subject to these Terms, the Acceptable Use Policy, the Privacy Policy, and, where applicable, the Data Processing Agreement.

We may modify, suspend, or discontinue features at any time. Material reductions to core functionality during a paid billing period entitle you to a pro-rated refund of unused fees as your sole remedy.

3. AI service — important notices

The Service uses generative and predictive AI models supplied by third-party providers (see Subprocessors) plus internally-developed classifiers.

3.1 EU AI Act Article 50 disclosure.

AI Outputs are clearly disclosed as AI-generated through the in-product AI Assistant Badge. Outputs include — but are not limited to — dispute-defense drafts, evidence summaries, buyer-intent classifications, risk scores, and recommended actions. The Service is a high-risk AI system only when used in regulated decision contexts (e.g. consumer credit). Hail Pilot is not designed for such contexts; it is your obligation to ensure compliance if you re-purpose Outputs for them.

3.2 No training on Customer Data.

We do not train our own foundation models on your Customer Data, and we contract with our upstream LLM providers (Anthropic, OpenAI, Together AI, Alibaba Cloud Model Studio, Cloudflare Workers AI) to ensure their models are not trained on inferences derived from your data either. We use Customer Data only to deliver the Service to you, to improve internal heuristics that do not reveal Customer Data, and as expressly permitted by the DPA.

3.3 AI Output disclaimer — publisher responsibility shift.

AI Outputs may contain errors, omissions, or hallucinations. AI Outputs are recommendations and draft content, not facts. When you copy, send, or publish an AI Output (e.g. when you click “Send” on an AI reply draft, or when you submit an AI-generated dispute response to a marketplace), you become the publisher of that content. You are responsible for reviewing and correcting AI Outputs before relying on them or transmitting them to third parties. Hail Pilot is not liable for harm arising from Customer's decision to publish, transmit, or act on an AI Output without review.

3.4 Automated decision-making.

The Service does not make solely-automated decisions producing legal or similarly significant effects on data subjects. All consequential actions (refund approvals, dispute submissions, buyer block-listing) require explicit human action by you.

4. Customer obligations

You agree:

• To comply with the Acceptable Use Policy at all times.
• Not to use the Service to falsify evidence, harass buyers, mine cross-merchant data, or violate marketplace platform Terms of Service.
• To maintain the confidentiality of your account credentials and to use Argon2id + CSRF + session cookies as configured — do not share login sessions across users.
• To obtain and maintain all consents required from data subjects (including buyers) before uploading their personal data to the Service.
• To pay fees on time. Past-due accounts may be suspended after 14 days' written notice.

5. Fees, billing, and renewals

Subscription fees are billed in advance through HitPay. Monthly plans renew monthly; annual plans renew annually at the same plan tier unless cancelled before the renewal date. Annual plans receive 2 months free versus monthly equivalents.

Usage-based overages (additional AI tokens beyond your plan's monthly allotment) are billed at the rates published on the pricing page. We will notify you when you cross 80% of your monthly allotment.

All fees are stated in Singapore Dollars (SGD) and exclude applicable taxes. Refunds are governed by Section 9.

6. Intellectual property

Hail Pilot retains all right, title, and interest in the Service, including all improvements, models, classifiers, prompt templates, and de-identified telemetry. You retain all right, title, and interest in Customer Data. AI Outputs generated for you are, as between the parties, owned by you, subject to upstream provider terms (e.g. Anthropic, OpenAI usage policies).

You grant us a non-exclusive, royalty-free, worldwide right to use Customer Data solely to provide the Service to you and as expressly permitted by the DPA.

7. Confidentiality

Each party will protect the other's confidential information using at least the same care it uses for its own, and in no event less than reasonable care. This obligation survives termination for three years, except trade secrets which survive indefinitely.

8. Warranties and disclaimers

Hail Pilot warrants that (a) the Service will substantially conform to its documentation and (b) we will maintain commercially reasonable administrative, physical, and technical safeguards per the Privacy Policy.

EXCEPT FOR THE EXPRESS WARRANTIES ABOVE, THE SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE.” WE DISCLAIM ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, AND ANY WARRANTY THAT AI OUTPUTS WILL BE ACCURATE, COMPLETE, OR FIT FOR ANY PARTICULAR DECISION.

9. Limitation of liability

9.1 General cap.

EXCEPT FOR THE EXCLUSIONS IN 9.3, EACH PARTY'S TOTAL CUMULATIVE LIABILITY FOR ALL CLAIMS ARISING FROM OR RELATED TO THIS AGREEMENT IS LIMITED TO THE FEES PAID OR PAYABLE BY CUSTOMER TO HAIL PILOT IN THE TWELVE (12) MONTHS PRECEDING THE EVENT GIVING RISE TO LIABILITY.

9.2 Data breach super-cap.

FOR CLAIMS ARISING FROM A DATA BREACH AFFECTING CUSTOMER DATA, THE CAP IN 9.1 IS REPLACED BY TWO (2) TIMES THE FEES PAID OR PAYABLE BY CUSTOMER IN THE TWELVE (12) MONTHS PRECEDING THE INCIDENT.

9.3 Exclusions.

The caps in 9.1 and 9.2 do not apply to: (a) Hail Pilot's IP indemnity obligation under Section 10; (b) either party's willful misconduct or fraud; (c) Customer's payment obligations; (d) liability that cannot lawfully be excluded under Singapore law.

9.4 Indirect damages excluded.

IN NO EVENT WILL EITHER PARTY BE LIABLE FOR INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, OR EXEMPLARY DAMAGES, OR FOR LOST PROFITS, LOST REVENUE, OR LOST DATA, EVEN IF ADVISED OF THE POSSIBILITY.

10. Indemnification

Hail Pilot will defend and indemnify Customer against third-party claims that the Service, as provided by us and used in accordance with these Terms, infringes the third party's intellectual property rights, subject to standard procedures (prompt notice, sole control of defence, reasonable cooperation).

Customer will defend and indemnify Hail Pilot against third-party claims arising from (a) Customer Data, (b) Customer's violation of the AUP, (c) Customer's use of AI Outputs in breach of Section 3.3, or (d) Customer's breach of marketplace platform Terms of Service.

11. Term and termination

These Terms commence when you create an account and continue until terminated. Either party may terminate for material breach uncured after 30 days' written notice. We may suspend immediately for AUP violations or non-payment after 14 days.

On termination: (a) your access is revoked; (b) we will make Customer Data available for export for 30 days; (c) after 30 days we will delete Customer Data per the Privacy Policy retention schedule; (d) certain pseudonymised cross-merchant signals may be retained per the DPA carve-out, subject to k-anonymity ≥5 guard.

12. Force majeure

Neither party is liable for delay or failure to perform caused by events beyond reasonable control, including: war, terrorism, civil unrest, natural disasters, pandemics, governmental actions, internet or telecommunications outages, third-party cloud provider outages (Railway, Vercel, Cloudflare, AWS), upstream AI provider outages, marketplace platform API outages, or denial-of-service attacks. The affected party must promptly notify the other and use commercially reasonable efforts to mitigate.

13. Governing law and disputes

These Terms are governed by the laws of Singapore, without regard to conflicts-of-law principles. Disputes are subject to the exclusive jurisdiction of the courts of Singapore. The parties may, by mutual written agreement, refer a dispute to arbitration under SIAC Rules in Singapore in English.

14. General

These Terms, plus the AUP, Privacy Policy, DPA (where executed), Subprocessors list, SLA, and Cookie Policy, constitute the entire agreement. We may update these Terms from time to time; material changes will be notified by email at least 30 days before effective date. Continued use after the effective date constitutes acceptance. You may not assign these Terms without our written consent; we may assign to a successor in connection with a merger, acquisition, or asset sale.

15. Contact

Hail Pilot Pte Ltd, Singapore.
Legal: legal@hailpilot.com
Data Protection Officer: dpo@hailpilot.com
Business: business@hailpilot.com