Terms & Conditions

These Terms & Conditions (“Terms”) govern access to and use of the Pronteer platform, website, and related services (collectively, the “Platform”). By accessing or using Pronteer, you agree to be bound by these Terms.

If you do not agree with these Terms, you must not use the Platform.

1. Parties, scope and acceptance

These SaaS Terms of Service and End User Licence Agreement (“Terms”) form an agreement between PRONTEER COMPUTER SYSTEMS & COMMUNICATION EQUIPMENT SOFTWARE DESIGN - FZCO, trade licence no. 30906, a free-zone company registered in Dubai, United Arab Emirates, trading as “Pronteer” (“Pronteer”, “we”, “us”), and the business organisation subscribing to the services (“Customer”). The individual who accepts these Terms for a Customer represents that they have authority to bind that organisation. These Terms also govern use by employees, crew and other individuals authorised by the Customer (“Authorised Users”); those users must comply with applicable user obligations. The Customer is responsible for its Authorised Users’ compliance with these Terms, except where applicable law requires otherwise. Pronteer is offered for business and professional use, not personal consumer use. By clicking acceptance, placing an order or accessing the services following presentation of these Terms, the Customer agrees to them. If you lack authority or do not agree, do not subscribe or use the services.

2. Services and orders

Pronteer provides web, iOS and Android software supporting private aviation administration and coordination, including features for trips, crew, passenger information, documents, checklists, inventory and related workflows (“Services” or “App”). Features and limits depend on the subscribed plan and may evolve. The selected plan, price, currency, included features, user or aircraft limits, trial terms and renewal frequency will be shown at checkout or in an agreed order form (“Order”). If a signed Order expressly differs from these Terms on commercial particulars, that Order prevails for those particulars. Pronteer does not operate aircraft or provide flight dispatch, airworthiness certification, aviation regulatory approvals or safety-critical services.

3. Accounts and Authorised Users

The Customer must provide accurate registration and billing information, designate authorised administrators, manage user permissions and promptly remove access when no longer appropriate. Users must keep credentials confidential and notify Pronteer promptly of suspected compromise. The Customer is responsible for use of its accounts except to the extent caused by Pronteer’s acts or omissions. Pronteer may temporarily restrict access where reasonably necessary to address security threats, unlawful activity or material breaches, giving notice where practicable.

4. Licence and restrictions

During an active trial or paid subscription, Pronteer grants the Customer a limited, non-exclusive, non-transferable, non-sublicensable licence to allow its Authorised Users to access and use the Services for the Customer’s internal business operations, subject to these Terms and the applicable Order. No software or intellectual property is sold. Neither the Customer nor any user may copy or redistribute the App; reverse engineer, decompile or attempt to discover its source code except where mandatory law permits; bypass security or access controls; introduce malicious code; resell, sublicense or provide the Services as a standalone service to third parties; infringe third-party rights; or use the Services unlawfully. Ordinary use to manage the Customer’s own aviation operations and coordinate with its suppliers is permitted.

5. Ownership and feedback

Pronteer and its licensors retain all rights in the Services, software, source code, designs, trademarks, documentation and improvements. The Customer retains its rights in information, files and records submitted to the Services by or on its behalf (“Customer Data”). The Customer grants Pronteer a limited right to host, process, transmit, back up and display Customer Data as necessary to provide, protect and support the Services, comply with law and fulfil the parties’ agreement. Suggestions voluntarily provided to Pronteer may be used to improve the Services without transferring ownership of the Customer’s confidential information or pre-existing intellectual property.

6. Aviation and operational responsibility

The Services are administrative and coordination tools, not certified safety-critical aviation systems. They must not be the sole source for flight safety, airworthiness, emergency, regulatory, immigration, customs, maintenance, crew-duty or other safety-critical decisions. The Customer and relevant aircraft operators, managers and crew remain responsible for verifying information, maintaining approved procedures, obtaining permissions and complying with applicable aviation requirements. Pronteer does not exercise operational control over flights, aircraft or personnel. Nothing in this clause excludes liability that cannot lawfully be excluded.

7. Seven-day free trial

Where offered at checkout, an eligible new Customer receives a seven (7) calendar-day free trial beginning when the trial is activated. Unless the Customer cancels before the trial ends, the selected monthly or annual paid subscription starts automatically at the end of the trial and the disclosed payment method is charged. The trial end date, first charge date, amount and renewal frequency must be displayed before subscription confirmation. A free trial is ordinarily limited to one per Customer organisation. Pronteer may change trial offers prospectively; changes will not shorten an already activated trial without the Customer’s agreement.

8. Subscriptions, automatic renewal and payments

Paid subscriptions are billed in advance monthly or annually as selected at checkout and automatically renew for successive periods of the same duration unless cancelled. The amount, currency, billing frequency and applicable taxes are shown before purchase. Customers authorise recurring charges through the applicable payment provider. For subscriptions purchased through Pronteer’s direct checkout, RevenueCat is used to manage subscription entitlements and billing status, and Stripe processes the associated payments. The applicable payment processor and its terms will be identified at checkout. Purchases made through an app store or other channel may instead be processed under that channel’s payment terms. Pronteer may change prices for future renewal periods by giving reasonable advance notice; a Customer who does not accept the new price may cancel before renewal. Prices for an already-paid period will not be increased retroactively. If payment fails, Pronteer will attempt to notify the Customer and provide a reasonable opportunity to update payment details before suspension where practicable; access may ultimately be suspended or terminated if payment remains outstanding.

9. Cancellation and 48-hour refund policy

The Customer may cancel a subscription at any time through the available account cancellation process or by emailing ops@pronteer.com from an authorised account address. Cancellation stops the next automatic renewal. If the Customer requests cancellation and a refund within forty-eight (48) hours after a successful subscription payment, including a renewal payment, Pronteer will provide a full refund of the amount charged for that subscription payment to the original payment method, without deducting Stripe or RevenueCat processing fees, subject to any mandatory payment-channel procedures and applicable law. Pronteer bears any non-refundable processing fees charged to it in connection with that refund. Access associated with that refunded payment ends when the refund cancellation takes effect. If cancellation is requested more than forty-eight (48) hours after the relevant payment, that payment is non-refundable, no partial or pro-rata refund is provided, and access continues until the end of the already-paid monthly or annual billing period, after which access ends. The 48-hour window is measured from the successful payment timestamp to receipt of the cancellation/refund request. Refund posting times depend on the payment provider or bank. Any mandatory legal rights remain unaffected. Purchases billed directly by Apple, Google or another merchant may require refund requests through that merchant where its rules apply; any differences must be disclosed at purchase.

10. Upgrades and additional charges

Pronteer may introduce new modules, features, higher-tier plans or other optional upgrades for additional fees. No optional paid upgrade will be charged without the Customer’s affirmative selection or other valid authorisation. The applicable upgrade price and effective date will be disclosed before purchase. Ordinary updates and security fixes may be made as part of the Services.

11. Data protection and confidentiality

The Customer is responsible for ensuring it has appropriate authority and lawful grounds to submit passenger, crew and other personal data, including identification and travel documents. Pronteer will process personal data according to its Privacy Notice at https://www.pronteer.com/privacypolicy and, where Pronteer acts as a processor on the Customer’s behalf, the applicable Data Processing Agreement (“DPA”). The parties’ roles depend on the relevant processing activity; Pronteer may act as an independent controller for account administration, billing and its own compliance. Pronteer uses third-party cloud infrastructure and supporting services to provide the Platform. Its primary infrastructure includes Railway in California, United States, for application hosting, customer databases, uploaded documents and backups; Supabase Auth in London, United Kingdom, for authentication services; and Convex in the United States for real-time communications and related functionality. Personal data may be processed in these jurisdictions and in other locations where authorised service providers operate. Pronteer will address applicable international data-transfer requirements in accordance with relevant data protection laws and contractual arrangements.

12. Security, availability and third parties

Pronteer will apply reasonable technical and organisational safeguards appropriate to the Services and data processed. The Customer must maintain appropriate device, access and user-management controls. Pronteer will use commercially reasonable efforts to make the Services available, but maintenance, incidents and third-party network failures may cause interruptions. No guaranteed uptime or service credit applies unless expressly agreed in a separate service-level agreement. Features may use third-party services, including mapping; third-party terms may apply. Pronteer is responsible for its own contractual obligations but does not control independent third-party products or networks.

13. Suspension, termination and data exit

Pronteer may suspend or terminate access for material breach, non-payment following notice where practicable, unlawful conduct or serious security risk, subject to applicable law. A Customer’s ordinary cancellation is governed by section 9. Following subscription cancellation or termination, Customer Data is not automatically deleted solely because the subscription has ended. Customer Data may remain stored to support data export, account reactivation and other legitimate retention purposes, subject to applicable law and Pronteer's data retention arrangements. The Customer's authorised organisation owner may export available Customer Data using the functionality provided by the Platform. The authorised organisation owner may request deletion of Customer Data through the Platform. Following receipt and verification of a valid deletion request, Pronteer will delete the relevant Customer Data from active systems within twenty-four (24) hours, except where continued retention is required or permitted by applicable law. Residual database backup copies may remain for up to thirty (30) days in accordance with the applicable backup retention cycle. Pronteer will not retain Customer Data longer than necessary for the purposes for which it is processed, taking account of applicable legal and contractual requirements.

14. Warranties and disclaimers

Each party represents that it has authority to enter these Terms. Pronteer will provide the Services with reasonable skill and care. Except for express commitments and rights that cannot be excluded by law, the Services are provided on an “as available” basis and Pronteer does not guarantee uninterrupted, error-free service or that the Services will meet every Customer-specific regulatory or operational requirement. Nothing excludes a warranty or remedy that applicable law makes mandatory.

15. Limitation of liability

To the maximum extent permitted by applicable law, neither party is liable to the other for indirect or consequential loss, lost profits, lost business opportunity or anticipated savings arising from these Terms. Subject to liabilities that cannot lawfully be limited, each party’s total aggregate liability arising out of or relating to the Services and these Terms will not exceed the total subscription fees paid or payable by the Customer for the Services during the twelve (12) months immediately preceding the event giving rise to the claim. These limitations do not limit payment obligations or liability for fraud, wilful misconduct or other matters that cannot lawfully be limited. The allocation of liability for confidentiality, personal-data incidents and third-party intellectual-property claims may also be governed by an expressly agreed DPA or signed Order.

16. Third-party claims

The Customer is responsible for third-party claims arising from Customer Data it had no right to submit, its unlawful use of the Services or its material breach of these Terms, to the extent caused by the Customer and permitted by law. Pronteer is responsible for third-party claims that the unmodified Services, when used as authorised, infringe intellectual-property rights, except to the extent caused by Customer-supplied content, unauthorised modifications or combinations not supplied by Pronteer. A party seeking protection under this section must promptly notify the other, reasonably cooperate and not settle a claim in a manner imposing obligations on the other without consent. The parties’ respective liabilities remain subject to section 15 and applicable law.

17. Changes and notices

Pronteer may update these Terms to reflect legal, security, product or commercial changes. Material changes affecting existing Customers will be notified by email, in-app notice or another reasonable channel in advance where practicable. If a change materially disadvantages the Customer, the Customer may cancel before the change takes effect, subject to mandatory rights and any agreed remedies. Non-material corrections may take effect when published. Notices to Pronteer may be sent to ops@pronteer.com; Customer notices may be sent to its registered administrator email. Formal legal service of process must comply with applicable procedural law.

18. Governing law and disputes

These Terms are governed by the federal laws of the United Arab Emirates as applicable in the Emirate of Dubai. Subject to any mandatory law, the competent courts of Dubai, United Arab Emirates, have exclusive jurisdiction over disputes arising from these Terms. Before initiating ordinary proceedings, the parties will use reasonable efforts to resolve a dispute through written notice and good-faith discussions for thirty (30) days, without preventing urgent protective relief.

19. App-store provisions

For an App obtained through Apple’s App Store or Google Play, these Terms are between the Customer/user and Pronteer, not Apple Inc. or Google LLC. Pronteer, rather than the app-store provider, is responsible for the App, support and claims concerning it, except where the store’s mandatory terms provide otherwise. Apple and Google have no obligation to provide maintenance or support. For the iOS App, the licence is limited to use on Apple-branded devices owned or controlled by the user in accordance with the applicable Apple Media Services Usage Rules, including permitted Family Sharing or volume-purchase access. Where the iOS App fails to conform to an applicable warranty, the user may notify Apple and Apple may refund any purchase price paid to Apple; to the extent permitted by law Apple has no further warranty obligation. Pronteer, not Apple, is responsible for addressing product-liability, regulatory and intellectual-property infringement claims concerning the App. The user represents that they are not located in a country subject to applicable US embargo restrictions and are not on a US government prohibited-party list. Apple and its subsidiaries are third-party beneficiaries of these Terms with the right to enforce the applicable iOS provisions. Users must comply with applicable third-party terms, including wireless service agreements. For purchases made through an app store, applicable store payment, subscription and refund procedures may also apply.

20. General and contact

These Terms, the applicable Order and any executed DPA constitute the agreement concerning the Services; the Privacy Notice explains privacy practices and does not override a DPA. If the DPA conflicts with these Terms on processing Customer personal data, the DPA prevails for that subject. If any provision is unenforceable, the remainder remains effective to the extent permitted by law. Failure to enforce a provision is not a waiver. Neither party may assign this agreement without the other’s consent, except to a successor in a merger, restructuring or sale of substantially all relevant assets that assumes the obligations and does not materially prejudice the other party, subject to applicable law. Questions and notices: ops@pronteer.com. Website: https://www.pronteer.com.