Terms of Service

1. Acceptance of Terms

By accessing or using PipeGuide (the "Service") operated by PipeGuide (Pty) Ltd ("PipeGuide", "we", "us"), you agree to be bound by these Terms of Service ("Terms"). If you are using the Service on behalf of an organization, you represent that you have authority to bind that organization to these Terms.

2. Description of the Service

PipeGuide is a real-time AI-powered sales qualification assistant. The Service:

• Captures and transcribes sales conversations either via your browser microphone (in-person calls) or via a meeting bot that joins online meetings on Zoom, Microsoft Teams, or Google Meet.
• Provides live qualification scoring, suggested probing questions, and coaching highlights during the call.
• Generates post-call summaries, qualification assessments, recommended next steps and PDF exports.
• Optionally pushes summarised deal information into supported CRM systems (HubSpot, Pipedrive).
• Provides administrator and manager tools for team-wide visibility, weekly digests, and billing controls.

3. Account Responsibilities

• You must provide accurate account information and maintain the security of your credentials.
• You are responsible for all activity carried out under your account.
• You must promptly notify us of any unauthorised use of your account.
• Admin users are responsible for managing team access, role assignments, and revoking access when team members leave the organisation.
• You may add additional users and bulk-invite team members from the in-app settings, subject to the seat limits of your plan.

4. Consent for Recording and AI Analysis

By using PipeGuide, you acknowledge and agree that:

• The Service captures audio from sales conversations through your device microphone or via a meeting bot that joins online meetings as a visible participant.
• Captured audio is transcribed by speech-to-text providers (Deepgram and Recall.ai) and the resulting text is analysed by AI language models (OpenAI GPT) to generate qualification scores, suggested questions, and summaries.
• You are solely responsible for obtaining all necessary consents from every participant in a conversation before using PipeGuide to record or analyse that conversation.
• You must comply with all applicable laws regarding call recording, including without limitation POPIA (South Africa), GDPR (EU/UK), CCPA (California), and any one-party or two-party consent laws applicable to participants' locations.
• PipeGuide is not responsible for any failure by you to obtain required consent from call participants.

5. Fees, Payment, and Account Lifecycle

5.1 Fees

You agree to pay all fees for the Service in accordance with the plan you select on the in-app billing page. Unless stated otherwise, all fees are quoted in South African Rand (ZAR), exclusive of VAT and any other applicable taxes, which will be added at the prevailing statutory rate where required. Each plan includes a defined number of usage tokens per representative per month; additional tokens can be purchased on demand.

5.2 Recurring Billing Authorisation

By providing payment details, you authorise PipeGuide and its payment processor (Paystack) to charge your nominated card on a recurring basis for the duration of your subscription. Monthly plans are billed in advance every month on the anniversary of your sign-up date. Annual plans are billed once per year and include two free months (~17% discount).

5.3 Failed Payments

If a scheduled charge fails for any reason:

• Day 1: We notify the primary administrator by email and retry the charge.
• Day 7: If the charge still fails, we send a reminder email. Your team retains full access.
• Day 14: If the outstanding balance is not settled within 14 days, your account is automatically suspended. Users cannot log in or use any Service features while suspended. Your Customer Data remains intact and accessible upon reactivation.
• Day 30: If the balance remains unpaid 30 days after the first failed charge, your subscription is automatically terminated. Recurring billing stops.
• Days 31–90: Your Customer Data is retained for 60 days following termination. During this window you may reactivate the account or request an export by contacting support@pipeguide.tech.
• After day 90: Customer Data is permanently deleted, except where retention is required by law.

5.4 Cancellation by You

You may cancel your subscription at any time from the in-app billing page. Cancellation takes effect at the end of the current paid period; you retain full access until that date and will not be charged for any further periods. Fees already paid are non-refundable except where required by law.

5.5 Suspension or Termination by Us

PipeGuide reserves the right to suspend or terminate any account at any time, with or without notice, for (i) material breach of these Terms; (ii) abusive, fraudulent, or unlawful use of the Service; (iii) failure to comply with applicable laws including POPIA; (iv) a credible legal request from a competent authority; or (v) non-payment as described in clause 5.3.

5.6 Refunds

Refunds are not provided for partial billing periods, unused capacity, or downgrades. Refunds may be granted at PipeGuide's sole discretion in cases of material service unavailability or proven double-billing.

5.7 Pricing Changes

PipeGuide may change subscription pricing at any time. Changes apply only to future billing periods and we will give at least 30 days' notice by email before any price change takes effect for your account. If you do not accept the new pricing, you may cancel before the change takes effect, with no penalty.

6. Acceptable Use

You agree not to:

• Use the Service for any unlawful purpose or in violation of any applicable laws.
• Record conversations without the knowledge or consent of all participants where required by law.
• Share, distribute, or sell transcripts or analysis data without appropriate authorisation.
• Attempt to reverse-engineer, decompile, or extract the AI models or algorithms used by the Service.
• Use the Service to harass, intimidate, or discriminate against any individual.
• Exceed rate limits, disable usage controls, or attempt to overload the Service infrastructure.
• Use the Service to capture conversations covered by attorney-client, medical, or other regulated confidentiality privilege.

7. Intellectual Property and Data Ownership

The Service, including its user interface, AI models, integrations and underlying technology, is the property of PipeGuide. Your call data, transcripts, and CRM credentials remain your property. You grant PipeGuide a limited, worldwide, royalty-free licence to process your data solely for the purpose of providing and improving the Service to you.

8. AI-Generated Content Disclaimer

Qualification scores, suggested questions, coaching insights, and summaries generated by PipeGuide are AI-assisted outputs intended to support your sales process. They are not professional advice. AI outputs may contain errors, omissions, or biases. You should exercise independent judgement and not rely solely on AI-generated outputs for critical business decisions.

9. Service Availability

We aim to provide high availability but do not guarantee uninterrupted access. We may modify, suspend, or discontinue any part of the Service with reasonable notice (and immediately for security or compliance reasons). Real-time features depend on third-party services including Recall.ai, Deepgram, OpenAI, and Paystack; outages of those services may temporarily impact our availability. Our public status page is available at app.pipeguide.tech/status.

10. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, PIPEGUIDE'S TOTAL AGGREGATE LIABILITY UNDER THESE TERMS IS LIMITED TO THE FEES YOU PAID TO US IN THE TWELVE MONTHS IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO THE CLAIM. PIPEGUIDE SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES ARISING FROM YOUR USE OF THE SERVICE, INCLUDING BUT NOT LIMITED TO LOSS OF DATA, LOST PROFITS, OR BUSINESS INTERRUPTION.

11. Indemnification

You agree to indemnify and hold PipeGuide harmless from any third-party claims, damages, or expenses arising from your failure to obtain proper consent from call participants, your breach of these Terms, or your violation of any applicable law in connection with your use of the Service.

12. Changes to These Terms

We may update these Terms from time to time. Material changes will be communicated via email or in-app notification at least 30 days before they take effect. Continued use of the Service after changes constitutes acceptance of the updated Terms.

13. Governing Law

These Terms are governed by the laws of the Republic of South Africa. Any disputes shall be subject to the exclusive jurisdiction of the South African courts, without prejudice to your statutory rights as a consumer.

14. Contact

For questions about these Terms of Service, please contact us at support@pipeguide.tech.