Terms of Service

Last updated: September 15, 2025

Definitions

"Terms" means these Terms of Service, as may be updated from time to time.

"Services" means Pilar's AI-powered communication platform and related services, including but not limited to AI agents, knowledge bases, multi-channel communication tools, and analytics features.

"Organization" means the entity (individual, company, nonprofit, government agency, or other legal entity) that creates an account and uses Pilar's Services. The Organization is responsible for all activities conducted through its account.

"Clients" means the end users, community members, participants, or other individuals who interact with the Organization through Pilar's Services (such as receiving responses from AI agents or accessing knowledge bases).

By using Pilar's Services, you agree to these Terms.

2) What We Do

Pilar provides AI agents and knowledge bases to help organizations manage conversations and information. Our Services include:

  • AI-powered conversation management
  • Knowledge base creation and management
  • Multi-channel communication tools
  • Analytics and reporting features

3) Your Account

To use our Services, you'll need to create an account. You're responsible for:

  • Keeping your login credentials secure
  • All activity that happens under your account
  • Providing accurate information
  • Letting us know if something's wrong

4) How to Use Our Services

Pilar is built to help Organizations transform their existing resources into an accessible support system. It is not a general-purpose data storage platform, customer database, or replacement for professional advice. Pilar is intended for organizational knowledge, public resources, and community-facing materials.

Acceptable Use

You may use Pilar to:

  • Share organizational policies, resources, and information with your community
  • Provide accessible communication through supported channels
  • Analyze usage data to improve your programs

You may not use Pilar to:

  • Break laws or regulations
  • Upload, share, or distribute malware, phishing links, or other harmful code
  • Harass, defame, or exploit individuals or groups
  • Attempt to hack, disrupt, or interfere with Pilar's infrastructure
  • Misrepresent yourself as another organization

No Sensitive or Private Data

You must not upload personally identifiable information (PII), protected health information (PHI), or other sensitive personal or financial data. Examples include:

  • Social Security numbers, government IDs, tax records
  • Bank accounts, credit card numbers, or login credentials
  • Medical records, diagnoses, prescriptions, or confidential patient notes
  • Addresses, phone numbers, or private communications

Pilar is not designed to process or store sensitive personal information. This includes, but is not limited to, personally identifiable information (PII), protected health information (PHI), financial account details, government identification numbers, or confidential communications.

We do not run automated filters to detect or block sensitive data. Accordingly:

  • Do not upload sensitive personal data into Pilar.
  • Do not encourage or instruct your Clients to provide such data through Pilar.
  • If sensitive data is nevertheless submitted, we may delete it from our active databases upon discovery, but we cannot guarantee that it will be removed from all logs, backups, or third-party services.
  • Your Organization remains solely responsible for compliance with applicable privacy and data protection laws.

5) Your Content & AI Features

You own the content you upload to our Services. By using our Services, you give us permission to use your content to provide and improve our Services.

You are responsible for ensuring your materials are lawful, accurate, and that you have the rights to use and share them. Pilar does not edit, rewrite, or endorse your documents.

Our AI features may use third-party providers (like OpenAI, Google Cloud, AWS) to process your inputs. We don't use your content to train AI models beyond what these providers' policies allow.

Important: Don't submit confidential or sensitive information to AI features unless absolutely necessary.

Accuracy & Professional Advice

Pilar generates responses based on your uploaded resources. If your resources are inaccurate, outdated, or misleading, the responses may be too.

Pilar does not provide professional services. It should not be relied on for:

  • Medical diagnosis or treatment
  • Legal advice or representation
  • Financial or investment guidance
  • Emergency response instructions

Use Pilar as a support tool, not as a substitute for licensed professionals.

6) Payments

If you subscribe to a paid plan:

  • You'll be charged in advance
  • Fees are generally non-refundable (except as required by law)
  • We use Stripe to process payments securely

7) Service Availability

We're a small team working hard to keep our Services running smoothly. We'll do our best to maintain uptime, but we can't guarantee 100% availability. We may need to temporarily suspend service for maintenance or updates.

8) Data Usage & Privacy

Conversations, uploads, and system activity may be logged for the purpose of improving reliability, detecting broken links, and identifying resource gaps.

We do not sell or rent your data to third parties.

We may generate anonymized or aggregated usage reports to help organizations understand trends and impact.

Organizations are responsible for informing their Clients about how data is collected and used in compliance with applicable laws (GDPR, HIPAA, CCPA, etc.).

9) Security & Access

Protect your account credentials. Do not share them outside your authorized team.

Use role-based permissions to limit who can add, update, or remove content.

If you suspect unauthorized access or a data leak, notify us immediately.

10) Account Suspension and Termination

We may suspend or terminate your account if you violate these Terms, applicable laws, or if we believe it's necessary to protect our Services, other users, or comply with legal obligations.

We reserve the right to suspend or terminate accounts that violate this policy or otherwise harm the service or its users.

11) Disclaimers & Limitation of Liability

Our Services are provided on an "as is" and "as available" basis. We make no warranties of uninterrupted operation, error-free performance, or that our Services will meet your needs.

We do not guarantee that responses will always be correct, complete, or safe to rely on for critical matters.

You assume all risks related to how you use Pilar and how your Clients act on information generated by it.

To the fullest extent permitted by law, Pilar and its affiliates will not be liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits, revenues, or data, arising from your use of the Services.

12) Changes to These Terms

We may update these Terms from time to time. We'll post the updated version here and update the "Last updated" date. If we make significant changes, we'll try to notify you.

13) Contact Us

Questions about these Terms? Email us at hi@askpilar.com and we'll get back to you as soon as we can.