These terms apply to subscriptions and services purchased from Pinder.ai. By placing an order or subscribing, you agree to these terms. If you act for a business, you confirm that you have authority to enter into this agreement on its behalf.
Your accepted proposal or order confirmation sets out your package, fees and any special conditions. If it conflicts with these terms, the specifically agreed conditions take priority.
2. Our services
Depending on your package, our services may include:
- Automated review requests and follow-up messages.
- Google Business Profile connections and review management.
- AI-assisted review replies.
- Sharing reviews on connected websites and social media.
- AI-assisted social content creation and scheduling.
- Messaging, booking-system connections and other agreed integrations.
Only features expressly included in your order are included in your subscription. Custom development, additional integrations and other work require separate agreement.
3. Setup and access
You must provide accurate information, necessary content and appropriate access to your accounts.
Integration availability depends on the relevant provider’s permissions, technical capabilities and approval requirements. Any proposed integration remains subject to confirmation and testing.
Setup times depend on receiving the required information and access. We will inform you of material delays.
You are responsible for keeping your login details secure and promptly reporting suspected unauthorised access.
4. Fees and payment
Your subscription price, currency, billing frequency, tax treatment and any setup fees will be confirmed before purchase.
Unless your order states otherwise, subscriptions are billed monthly in advance and renew automatically each month until cancelled.
SMS, telephone numbers, email, WhatsApp, AI and other usage-based services may incur additional charges. Applicable rates, allowances and billing arrangements will be disclosed before those services are enabled. Usage estimates are not fixed-price guarantees.
Discounts and introductory offers apply only for the period and on the conditions stated in your order. Any later price will be disclosed before you accept the offer.
If payment fails, we will contact you and provide a reasonable opportunity to resolve it before suspending services, unless immediate action is necessary to prevent fraud or misuse.
5. Your responsibilities
You must:
- Have the necessary authority and lawful basis to upload information and contact recipients.
- Provide appropriate privacy notices and honour opt-out requests.
- Comply with applicable messaging, advertising, privacy and platform requirements.
- Own or have permission to use submitted content, images and branding.
- Keep business details, offers and service information accurate.
- Avoid uploading unnecessary sensitive personal information.
You must not use Pinder.ai for spam, fake reviews, impersonation, unlawful content or misleading claims.
6. Reviews and publication
Reviews must reflect genuine customer experiences. Review-request campaigns must not selectively direct only satisfied customers to public review platforms.
You authorise us to publish review content and business content through the accounts and channels you approve during setup. We will follow the agreed publication settings, including any approval process.
You are responsible for ensuring that republished reviews are presented accurately and that any necessary permissions have been obtained. Tell us promptly if content needs correcting or removing.
We cannot guarantee that a platform will publish, retain or remove a review.
7. AI-generated content
AI-generated replies and posts may contain errors or inappropriate wording.
You may choose an approval process or authorise automatic publication where available. Your chosen settings determine whether content is reviewed before publication.
You must provide accurate business information and notify us of errors. We will take reasonable steps to correct problems within our control. AI features do not replace professional advice.
8. Results and third-party platforms
We provide the agreed services with reasonable care and skill. We do not guarantee a particular number of reviews, star rating, search ranking, enquiries, bookings or revenue.
Our services rely on third-party platforms, including HighLevel, Google, Meta and communications providers. Their availability, rules and features may change.
If a third-party change materially affects your package, we will explain the impact and discuss an alternative. If we cannot provide a reasonable alternative for a material feature, you may cancel the affected service and receive a proportionate refund for the unused prepaid portion.
9. Cancellation and refunds
Unless a different minimum term is expressly agreed, you may cancel by emailing [email protected] before your next renewal date. We will confirm receipt.
Cancellation normally takes effect at the end of the paid billing period. You remain responsible for usage charges already incurred. There is no separate cancellation fee for a monthly rolling subscription.
Change-of-mind cancellations do not normally receive a refund for a billing period already started. This does not limit any refund, cancellation or other remedy required by applicable law. Free offers or trials, where provided, will have their duration, included features and any conversion to paid service explained before acceptance.
10. Suspension and termination
We may suspend affected services where reasonably necessary to address a security threat, unlawful use, serious platform breach or unresolved non-payment.
Where practical, we will explain the issue, limit the suspension to what is necessary and allow a reasonable opportunity to resolve it.
Either party may terminate for a material breach that remains unresolved after written notice and a reasonable opportunity to remedy it.
If we discontinue your service for reasons unrelated to your breach, we will give reasonable notice and refund the unused prepaid portion.
11. Your content and account data
You retain your rights in your business content and customer data. You grant us permission to process and publish it only as necessary to provide the agreed services.
We retain rights in our branding, templates, workflows and other materials we create, except where a separate written agreement states otherwise. Third-party software remains subject to its owner’s rights.
Before your account closes, we will provide a reasonable opportunity to request an export of data available through the platform’s export functions. Some settings, integrations and historical records may not be transferable.
Do not assume a connected telephone number transfers automatically when you cancel. Any transfer must be arranged and confirmed separately.
12. Privacy and data protection
Our Privacy Policy explains how we handle personal information.
Where we process customer information on your behalf, the parties will put any required data-processing agreement in place. These terms and our Privacy Policy do not replace that agreement.
Account closure, retention and deletion will follow applicable law, our agreement and the arrangements described in our Privacy Policy.
13. Responsibility and legal rights
Each party is responsible for loss caused by its breach, negligence or unlawful conduct, subject to applicable law and the circumstances.
Nothing in these terms excludes or limits rights, guarantees or remedies that cannot lawfully be excluded, including applicable Australian Consumer Law protections and mandatory protections in other jurisdictions.
14. Changes to prices or terms
We may propose changes to reflect changes in service scope, supplier costs, security requirements or law.
We will give at least 30 days’ written notice of a price increase or other materially adverse change, unless a legal or urgent security requirement makes that impractical. Changes will not retrospectively alter charges already incurred.
You may cancel before a materially adverse change takes effect without an additional cancellation penalty.
15. Complaints and governing law
Please send complaints to [email protected]. We will investigate and seek a reasonable resolution.
These terms are governed by the laws of Western Australia, subject to mandatory laws and rights that apply elsewhere. This clause does not prevent you from bringing a claim in another jurisdiction where applicable law permits it.
