Terms, privacy and refunds

Last updated 22 October 2026 · Applies to pipelinemender.com and the PipelineMender AI application.

1. Who we are

PipelineMender AI is a trading name of Muhammad Imran, a sole proprietor based in Islamabad, Pakistan ("PipelineMender", "we", "us"). We operate the website pipelinemender.com and the PipelineMender AI application (together, the "Service").

You can reach us at support@pipelinemender.com or by phone/WhatsApp on +92 320 9697303. See Contact and support for hours and response times.

2. Terms of Service

2.1 Agreement

These Terms are a contract between you (the person or organization that creates a workspace, "you" or the "Customer") and PipelineMender. By creating an account, inviting people to a workspace, or using the Service you accept these Terms, the Refund Policy and the Privacy Policy. If you use the Service on behalf of an organization, you confirm you are allowed to bind it to these Terms. If you do not agree, do not use the Service.

2.2 What the Service does

PipelineMender AI connects to your data platforms (Microsoft Fabric, Azure Data Factory, Databricks) with read-only credentials that you supply, detects failed pipeline runs, collects the relevant logs, definitions and metadata, and produces an investigation report with a root-cause statement, evidence and a suggested fix. You can also paste failure details by hand. The Service never changes your pipelines, data or configuration. Every suggested fix is a recommendation for a qualified engineer to review and apply in your own environment.

2.3 Accounts and workspaces

• You must provide accurate account information and keep your sign-in credentials confidential. You are responsible for everything that happens under your account and for the people you invite to your workspace.
• Workspace roles (Admin, Engineer, Viewer) control what each member can do. Admins manage connections, members, settings and billing.
• You must be at least 18 years old, or the age of majority where you live, to create an account.
• We may suspend an account that violates these Terms, has unpaid charges after the grace period described below, or endangers the Service or other customers. Where reasonable we will tell you first.

2.4 Your data and permissions

• You keep all rights to the pipelines, logs, configuration, metadata and data your connections make available ("Customer Data"). You grant us the limited rights needed to operate the Service for you: to read, store, process and display Customer Data in your workspace and to send the relevant parts of it to our AI model provider to produce reports.
• You are responsible for having the authority to connect the platforms you connect, including under your organization's policies and any applicable data-protection law.
• Data sampling (small previews of records included in evidence) is off by default and can only be turned on by a workspace admin, per connection. Leave it off if your pipelines carry personal or regulated data you do not want processed.
• We do not use Customer Data to train machine-learning models, and we do not sell it.

2.5 Acceptable use

You agree not to: use the Service to break the law or anyone's rights; connect systems you are not authorised to access; attempt to gain access to other customers' workspaces or to our infrastructure; reverse engineer, resell or white-label the Service without our written permission; send malicious content; or use the Service to build a competing product by systematic extraction of its output.

2.6 AI-generated content

Investigation reports are produced by an AI model from the evidence available to it. They can be incomplete or wrong, and a confidence level is shown for that reason. You must review every root-cause statement and every suggested change before acting on it, test changes in your own environment, and remain responsible for your pipelines. The Service is a decision-support tool, not a replacement for engineering judgement.

2.7 Availability and changes

We aim for the Service to be available continuously, but it is provided "as is" and we do not promise uninterrupted operation; connections are polled on a schedule (currently every five minutes) and depend on your platforms' APIs. We may change or improve features; if a change materially reduces what your paid plan includes, we will tell you at least 30 days in advance and you may cancel before it takes effect.

2.8 Intellectual property

The Service, its software, design and documentation belong to PipelineMender and its licensors. You receive a non-exclusive, non-transferable right to use the Service during your subscription in line with these Terms. Reports generated for your workspace are yours to use for operating your systems. Feedback you give us may be used to improve the Service without obligation.

2.9 Confidentiality

We treat Customer Data and everything in your workspace as confidential. We access it only to operate the Service, to respond to a support request you make, to investigate abuse or a security incident, or when the law requires it. Our staff and providers are bound by confidentiality obligations.

2.10 Warranties and liability

To the fullest extent permitted by law: the Service is provided without warranties of any kind, express or implied, including fitness for a particular purpose, and we do not warrant that reports are accurate or that suggested fixes will work. We are not liable for indirect, incidental or consequential loss, lost profits, lost data, or costs of substitute services. Our total liability for all claims arising out of the Service in any twelve-month period is limited to the amount you paid for the Service in those twelve months. Nothing in these Terms limits liability that cannot be limited by law, including for fraud, or your statutory rights as a consumer where they apply.

2.11 Indemnity

You will defend and indemnify us against claims arising from Customer Data, your connections, or your breach of these Terms, except to the extent caused by our own breach or negligence.

2.12 Termination

You can stop using the Service at any time and an admin can cancel the subscription in Settings → Plan & usage (see Plans, trial and billing). After cancellation the workspace stays readable until the end of the paid period, then monitoring stops. You can delete connections (which deletes their stored credentials) at any time, and you can ask us to delete the whole workspace and account by e-mail. Sections 2.4 (our limited rights end, your ownership continues), 2.8, 2.9, 2.10, 2.11 and 2.13 survive termination.

2.13 Governing law and disputes

These Terms are governed by the laws of the Islamic Republic of Pakistan, and the courts of Islamabad have jurisdiction, except that if you are a consumer you keep the protection of mandatory consumer law in the country where you live. Before starting any proceedings, please write to us; most issues are resolved quickly by e-mail. Paddle's own terms, shown at checkout, govern the payment transaction itself.

2.14 Changes to these Terms

We may update these Terms. The "last updated" date at the top changes when we do, and for material changes we e-mail workspace admins at least 14 days before the change takes effect. Continuing to use the Service after that date means you accept the updated Terms.

3. Plans, trial and billing

3.1 Free trial

Every new workspace starts with a 14-day free trial of the Team plan. No payment card is required and nothing is charged. When the trial ends without a subscription, monitoring pauses: connections are no longer polled and new failures are not investigated. Existing incidents, reports and settings stay available, and nothing is deleted. Subscribing later turns monitoring back on.

3.2 Plans and prices

Prices are in US dollars and exclude VAT, GST or sales tax, which Paddle adds at checkout where your country requires it (the checkout shows the exact total before you pay). Prices are shown at pipelinemender.com/#pricing. If we change a price, existing subscriptions keep their price until at least 30 days after we have e-mailed the workspace admins.

3.3 How billing works

• Subscriptions are monthly and renew automatically on the same day each month until cancelled. You are told the amount and the renewal date before you confirm the first payment, and the renewal date is always visible in Settings → Plan & usage.
• Payments are taken by Paddle.com Market Ltd ("Paddle"), our Merchant of Record and reseller. Paddle's name (for example PADDLE.NET* PIPELINEMENDER) appears on your card statement, Paddle issues the invoice or receipt, and Paddle collects and remits the applicable tax. Your card details are entered on Paddle's secure checkout and never reach our servers.
• Changing between Starter and Team takes effect immediately; Paddle charges or credits the difference for the rest of the current period on a pro-rata basis.
• If a renewal payment fails, Paddle retries the card and e-mails you. The workspace keeps working for a 7-day grace period; if payment still has not succeeded, monitoring pauses until the payment method is updated.
• You can update your card, download invoices and cancel through Manage billing in Settings (Paddle's customer portal) or by writing to Paddle at paddle.net.

3.4 Cancellation

A workspace admin can cancel at any time in Settings → Plan & usage → Manage billing. Cancellation takes effect at the end of the period already paid for; you keep full access until then and are not charged again. Within 14 days of your first payment you may instead request a refund, as described below.

4. Refund Policy

• 14-day money-back guarantee on your first payment. If PipelineMender AI is not right for you, e-mail support@pipelinemender.com within 14 days of your first subscription payment and we will refund it in full. No questions asked, although we are grateful to hear why.
• Renewals. Renewal payments are not refundable, because you can cancel at any time before the renewal date and keep access to the end of the period. If you believe a renewal was charged in error (for example you cancelled before it and were still charged), contact us within 14 days of the charge and we will put it right.
• Partial periods. We do not refund unused days of a billing period after cancellation; access simply continues until the period ends. Plan changes are prorated automatically.
• Service failure. If a fault on our side made the Service unusable for a sustained period, tell us and we will refund or credit the affected time, whichever you prefer.
• How refunds are paid. Refunds are processed by Paddle, our Merchant of Record, to the original payment method. Paddle usually completes them within 5–10 business days, depending on your bank. You can also request a refund directly from Paddle at paddle.net.
• Nothing in this policy limits rights you have under consumer-protection law in your country.

5. Privacy Policy

This section explains what personal data we collect, why, and what rights you have. The data controller is PipelineMender AI (Muhammad Imran, Islamabad, Pakistan). For payment data collected at checkout, Paddle is an independent controller under its own privacy policy.

5.1 What we collect

We do not use advertising trackers or third-party analytics on the website or in the app. The app uses only the cookies needed to keep you signed in and to remember your theme and selected workspace.

5.2 How we use it and on what basis

• To provide the Service you asked for (performance of our contract with you).
• To send service e-mails: codes, resets, invitations, trial and payment notices, and security notices (contract and legitimate interest). We do not send marketing e-mail unless you ask for it.
• To keep the Service secure and prevent abuse, and to comply with legal obligations such as tax and accounting rules (legitimate interest and legal obligation).
• Pipeline data that is relevant to a failure is sent to our AI model provider to generate the report. We send only what the investigation needs, and we never use your data to train models.

5.3 Retention

• Investigation reports, evidence and run context are deleted automatically after the retention period set by your workspace admin (7 to 365 days; the incident's title, status and timestamps remain for history). You can delete any incident at any time.
• Connection credentials are deleted when you delete the connection.
• Account and workspace data are kept while the account exists and deleted within 30 days of a deletion request, except where we must keep records (for example billing records, which Paddle and we keep for the period required by tax law).
• Server logs and error reports are kept for 30 days.

5.4 Sharing and international transfers

We share personal data only with the service providers listed in Service providers, each of which processes it on our instructions and under contractual confidentiality and security obligations, or when the law requires disclosure. Our providers operate in the United States, the European Union, the United Kingdom and, for the AI model provider, China, so your data may be processed outside your country. Where required we rely on the providers' standard contractual clauses and equivalent safeguards.

5.5 Your rights

Depending on where you live, you may have the right to access, correct, export or delete your personal data, to object to or restrict certain processing, and to complain to a supervisory authority. You can change your name, password and workspace settings in the app at any time. For anything else, e-mail support@pipelinemender.com from the address on your account; we respond within 30 days and usually much sooner.

5.6 Children

The Service is for professional use and is not directed at children under 16. We do not knowingly collect their data; if you believe a child has created an account, tell us and we will delete it.

5.7 Changes

If we change this Privacy Policy in a material way we will e-mail workspace admins before the change applies and update the date at the top of this page.

6. Service providers

We will update this list before adding a provider that processes personal data.

7. Security

• All traffic is encrypted in transit (HTTPS/TLS). Data at rest is encrypted by our database provider; connection credentials are additionally encrypted by the application with a key that exists only in the server environment.
• Connections use the least privilege your platform allows: read-only roles (for example Fabric Viewer, Data Factory Reader, a Databricks token limited to the jobs API).
• Access to data is controlled per workspace and per role; sessions are HttpOnly cookies that page scripts cannot read; sign-in and code verification are rate-limited.
• We monitor the Service continuously and alert ourselves on failures. If we become aware of a breach affecting your data we will notify affected workspace admins without undue delay.
• Found a vulnerability? Please report it to support@pipelinemender.com; we will acknowledge within 2 business days.

8. Contact and support

PipelineMender AI (Muhammad Imran, sole proprietor), Islamabad, Pakistan.

• Product, account and billing questions: support@pipelinemender.com. We answer within 2 business days (Monday–Friday, Pakistan time), usually the same day.
• Phone and WhatsApp: +92 320 9697303, Monday–Friday 09:00–18:00 Pakistan time (UTC+5). Outside those hours, e-mail is faster.
• Payment-related questions (invoices, receipts, refunds, card changes): Paddle, our Merchant of Record, at paddle.net, or through Manage billing in Settings.
• Enterprise enquiries: support@pipelinemender.com or pipelinemender.com/enterprise.

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