Terms of Service

1. Agreement to These Terms

By accessing or using the Pango Creative platform (the "Service"), you agree to these Terms of Service (the "Terms"). If you don't agree, you may not use the Service. These Terms apply to everyone who uses the Service — team owners, team members, and visitors. If you use the Service on behalf of an organization, you represent that you're authorized to bind that organization, and "you" means that organization. Our Privacy Policy and Acceptable Use Policy are part of these Terms. From time to time we may also present supplemental terms for your acceptance within the Service — for example, during onboarding or when something about our business changes. Once you accept supplemental terms, they become part of these Terms, and they control if they conflict with anything here.

2. Eligibility & Accounts

The Service is currently invite-only: an account is created when a Pango account manager invites you through a magic-link onboarding flow, where you set a password, accept these Terms, and either choose a plan or start with any gifted videos included in your invitation (Section 9). Payment details are required when you subscribe. You must be at least 18 years old to use the Service. You're responsible for keeping your credentials confidential and for all activity under your account, and you must notify us promptly of any unauthorized use. Accounts are per-person — don't share logins. Add team members instead (Section 10).

3. The Service

Pango Creative is a subscription video-production service. You submit creative briefs and reference materials; our team produces your videos using a combination of professional human talent and AI tools; and you manage projects, review work, request revisions, and download finished videos through a web-based dashboard. Every deliverable is directed and reviewed by our team before you receive it. The AI models and tools we use are licensed from third parties — we do not own or develop them (see Section 13).

4. Subscriptions, Billing & Auto-Renewal

The Service is sold on a recurring subscription. You choose a plan (currently Lite, Plus, or Pro) when you subscribe — at sign-up, or later if you start with gifted videos (Section 9). Current plan features and prices are shown in the Service at the time you subscribe; prices are not listed in these Terms. By subscribing, you authorize us, through our payment processor Stripe, to charge your payment method automatically at the start of each billing period until you cancel.

• Billing cycle. Plans bill monthly, on the monthly anniversary of the day you subscribe. Prices are in US dollars, exclusive of taxes.
• Auto-renewal. Your subscription renews automatically each month at the then-current rate for your plan unless you cancel first (Section 5).
• Price changes & discounts. We may change our prices and plan features, and we may offer promotional or discounted pricing from time to time at our discretion. Promotional pricing is temporary and may end or change; unless we say otherwise, your subscription renews at our then-current standard rate. We'll give at least 30 days' notice of a price increase that would affect your renewal.
• Taxes. You're responsible for any applicable sales, use, or VAT/GST taxes, which we may add to your charges.
• Payment failure. If a charge fails, we'll notify you and Stripe may retry. If it isn't resolved, your subscription may be suspended or canceled and new projects paused until your account is current.
• Payment handling. Payments are processed by our payment provider, Stripe. We don't store your full card number.

5. Cancellation & Refunds

• How to cancel. You can cancel anytime from your billing settings.
• When it ends. Cancellation takes effect at the end of your current billing period — your monthly anniversary date. Example: if you start a subscription on the 12th and cancel on the 17th, your subscription stays active until the 12th of the following month, then ends. You won't be charged again after you cancel.
• Access after cancellation. You keep full access until the period ends. After that, you can still view existing projects and previously delivered videos, but you cannot start new projects or receive new deliveries until you resubscribe.
• No refunds. Subscription fees are non-refundable and non-cancelable except as required by law. We don't provide refunds or credits for partial periods, unused video allotment, downgrades, or projects you choose not to start. Any refund we may grant is at our sole discretion and doesn't obligate us to grant another.
• Satisfaction credits. If we genuinely can't get a delivered video right for you after the revision process, we may — at our discretion — credit your account with a replacement video. That credit is our satisfaction remedy; it has no cash value and isn't redeemable for a refund.
• No pausing. Subscriptions can be canceled but not paused or held.

6. Plan Changes

You may change plans from your dashboard. Upgrades take effect immediately and are billed a prorated amount for the remainder of the current period. Downgrades take effect at the start of your next billing period, and no credit is given for the difference. Your plan determines your monthly video allotment, maximum video length and resolution, and rush availability.

7. The Production Queue

• One project in production at a time. Across every plan, your team may have one (1) project in active production at a time, plus up to four (4) projects queued (five total). We produce your videos one at a time, in the order you start them.
• How the queue advances. A queued project moves into production only when your active project is completed (you approve it) or canceled. Until then, queued projects wait their turn.
• "Unlimited" does not mean simultaneous. Plans that include unlimited videos (currently Pro) let you request and complete as many videos as you like over the course of your subscription, but they are still produced one at a time — "unlimited" refers to how many videos you can get per billing period, not how many run in production at once.
• No concurrent production. Producing more than one of your projects at the same time is not available on any plan, regardless of your monthly allotment.

8. Video Allotment & Revisions

• Monthly allotment — use it or lose it. Each plan includes a set number of videos per billing period (or "unlimited," where stated). Your allotment resets at the start of each billing period and does not roll over — unused videos do not carry forward or stack on top of the next period's allotment. For example, if your plan includes more videos than you use and you request only 2 videos in a month, the unused videos are forfeited; the next month you have your normal monthly allotment, not that allotment plus the leftovers. This applies to plans with a monthly video limit (currently Lite and Plus); Pro includes unlimited videos, so it isn't affected. Your allotment is used when a project enters production, and a project canceled after it has started still counts against that period's allotment.
• Revisions. Your plan includes unlimited revisions on a delivered video, subject to reasonable use — revisions must relate to the original brief; substantially new direction may be treated as a new project.
• Review window. When we deliver a video, please review it and request any changes within 7 days. If you don't, we may treat the delivery as accepted for purposes of your project queue.
• Turnaround. Any turnaround times we publish are good-faith estimates, not guarantees, and depend on complexity and queue depth. We do not offer a delivery service-level agreement.

9. Gifted & Promotional Videos

Some invitations include gifted videos — a limited number of videos we produce for you at no charge so you can experience Pango before subscribing. This section governs every gifted or promotional video credit.

• Promotional — no cash value. Gifted credits are promotional. They are provided at no charge, have no cash or monetary value, are non-transferable, cannot be purchased, and are not redeemable or exchangeable for cash, credit, or refunds.
• What you get. Gifted videos are produced at the gifted specification stated in your invitation (including limits on video length and resolution), through the same production process as subscription videos — the production queue (Section 7), the review window (Section 8), and the Acceptable Use Policy all apply.
• You own what we deliver. For videos produced with gifted credits, no monetary payment is required: your gifted credit is treated as full payment for purposes of Section 12, and rights in the delivered video transfer to you on delivery as described in Section 12, conditioned on your compliance with these Terms.
• Use them or they lapse. Unused gifted credits are forfeited when a subscription cancellation takes effect, and are removed if your team moves to a plan with unlimited videos (where they would have no effect). We may also set an expiration date for unused gifted credits on reasonable notice. Bonus videos we add to a specific billing period are different — they expire at the end of that billing period.
• Dormant gift accounts. If your team received only gifted videos and never subscribes, we may delete the team — including its projects and delivered videos — after 12 months of inactivity, with at least 30 days' notice (see Section 17).
• Program changes. The gifted-video program is discretionary; we may modify, pause, or discontinue it prospectively at any time. Changes don't take away videos already delivered to you.

10. Teams & Seats

• The team owner is the contracting party. Each account is organized as a team. The team owner is responsible for the subscription, all charges, and all activity by everyone on the team, and accepts these Terms on the team's behalf.
• Unlimited members. Your plan includes unlimited team members. The owner and team admins invite members and assign roles that control who can submit projects, comment, manage billing, or only view. Every member is bound by these Terms.
• Removal & ownership. Owners and admins may remove members at any time; a removed member immediately loses access, while content they created stays with the team. Each team has exactly one owner, and ownership is fixed at creation and cannot currently be transferred in-product — contact support if it must change.

11. Your Content & the License You Grant Us

You keep ownership of the briefs, brand assets, footage, logos, and other materials you submit ("Your Content"). You grant us a worldwide, royalty-free, non-exclusive license to use Your Content solely to operate the Service and produce your projects, including sharing it with the service providers and tools we use to deliver the work (see Sections 13 and 16). You represent and warrant that you own Your Content or have all rights necessary to provide it and to authorize the videos we produce, and that Your Content and its use don't infringe anyone's rights or violate any law. You're responsible for keeping your own copies — we are not a backup service.

12. Ownership of Deliverables

Conditioned on your full payment (or, for gifted videos, the conditions in Section 9) and your compliance with these Terms, when we deliver a completed video you may use it for your business purposes, including commercially. Until payment is complete and your account is in good standing, no rights transfer to you. We retain ownership of the Service itself — our software, designs, templates, and brand.

Because your videos are produced using third-party AI tools, we can only grant you the rights those tools' licenses allow us to pass through, and under current law purely AI-generated material may not be eligible for copyright protection. We assign to you whatever rights we hold and are able to convey in a delivered video, but we do not warrant that any deliverable, or any AI-generated portion of it, is original, copyrightable, exclusively yours, or non-infringing.

13. AI-Generated Content

The Service uses AI models and tools, licensed from third parties, as part of producing your videos, alongside human creative direction. We do not own or develop these AI systems. AI output can be inaccurate, unpredictable, or similar to other outputs, and we make no warranty of accuracy, completeness, originality, ownership, or non-infringement for any AI-assisted content. Your use of it is at your own risk. Your deliverables may also be subject to the terms and acceptable-use policies of the AI providers we use.

To produce your videos, we may share the materials you submit with third-party AI tools. The AI tools we use are configured not to use your content to train their models, and we instruct our team not to put your confidential materials into general-purpose AI tools that might.

14. Acceptable Use

You agree to use the Service only for lawful purposes and in line with our Acceptable Use Policy, which is incorporated into these Terms by reference. Among other things, you may not use the Service to create or distribute content that is illegal, infringing, deceptive, defamatory, harassing, hateful, or harmful, or that impersonates a real person or creates deceptive "deepfake" depictions without clear authorization and disclosure — a restriction that is especially important for AI-assisted video. Two lines we hold on every project: we do not produce videos featuring children (anyone under 18), and we do not knowingly use another artist's copyrighted work in a deliverable unless you or we have the rights or permission to use it. You also may not resell the Service, share logins, scrape it, probe its security, or interfere with its operation. We may remove content or suspend or terminate accounts that violate this section or the Acceptable Use Policy.

15. Service Availability, Maintenance & Communications

• Provided "as available." We work to keep the Service running but do not guarantee that it will be uninterrupted, error-free, or available at any particular time. We make no uptime commitment and offer no service-level guarantee.
• Maintenance and changes. We may modify, suspend, update, or discontinue all or part of the Service — including for scheduled maintenance, emergency maintenance, upgrades, or deployments — at any time, with or without notice, and without liability to you. We may also impose or change limits on features and storage.
• Notifications and email. We communicate through email and in-app notifications. We do not guarantee that any email, notification, or other communication will be delivered, on time, or at all, and we're not responsible for delays or failures caused by your settings, your provider, or our third-party email and notification providers. You're responsible for keeping a valid email address and monitoring your account. Certain transactional messages (such as security codes and billing notices) are part of the Service and can't be turned off.
• No offsets. Interruptions, maintenance, or communication failures don't extend or refund your subscription and aren't a breach of these Terms.

16. Third-Party Services

The Service depends on third-party infrastructure and service providers — including our payment processor (Stripe) and providers for hosting, file storage, bot protection, and email, as well as the third-party AI tools used to produce your videos. Outages, changes, or failures by these providers may affect the Service, and we're not responsible for them. Your use of those providers may also be subject to their own terms.

17. Privacy & Data Retention

Our handling of personal data is described in our Privacy Policy, which is part of these Terms. We store your projects and deliverables while your account is active. You can delete a project before it enters production; once deleted, it is permanently removed and we do not retain deleted jobs. For projects that have entered production or been delivered, you may request deletion of your data as described in the Privacy Policy. Teams that received only gifted videos and never subscribed may be deleted after extended inactivity as described in Section 9. We may delete your data after your account is closed. We are not a backup service — keep your own copies of anything important.

18. Disclaimer of Warranties

The Service and all deliverables, content, and AI-generated content are provided "AS IS" and "AS AVAILABLE." To the fullest extent permitted by law, we disclaim all warranties, express or implied, including merchantability, fitness for a particular purpose, non-infringement, and any warranty that the Service or any deliverable will meet your requirements or be error-free.

19. Limitation of Liability

To the maximum extent permitted by law, we won't be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, or for lost profits, revenue, data, or goodwill. Our total liability for any claim is limited to the amount you paid us for the Service in the twelve (12) months before the claim.

20. Indemnification

You'll defend, indemnify, and hold us harmless from claims, damages, and expenses (including reasonable legal fees) arising from Your Content, your use of the Service or any deliverable, your use of AI-generated content, or your violation of these Terms, the Acceptable Use Policy, or any law or third-party right.

21. Suspension & Termination

We may suspend or terminate your access for cause — including violations of these Terms or the Acceptable Use Policy, non-payment, login sharing, abuse, or misuse — at our discretion, with notice where reasonable, and immediately where needed to protect the Service or others. You may stop using the Service at any time by canceling (Section 5). On termination, your right to use the Service ends; the deletion practices in Section 17 apply; and the sections meant to survive (ownership, disclaimers, liability, indemnification, disputes) continue.

22. Governing Law & Disputes

These Terms are governed by the laws of the State of Idaho, United States, without regard to its conflict-of-law provisions. You and Pango Creative agree that any dispute arising out of or relating to these Terms or the Service will be brought exclusively in the state or federal courts located in Idaho, and each party consents to the personal jurisdiction of those courts.

23. Force Majeure

We're not liable for any delay or failure caused by events beyond our reasonable control, including outages or failures of hosting, storage, payment, AI, or email providers; internet or utility failures; cyberattacks; natural disasters; labor disputes; or government action.

24. Changes to These Terms

We may update these Terms. For material changes, we'll give notice by email or through the Service and state an effective date; your continued use after that date means you accept the change.

25. General

These Terms (with the Privacy Policy, the Acceptable Use Policy, and any supplemental terms you accept) are the entire agreement between you and Pango Creative about the Service. You may not assign them without our consent; we may assign them in connection with a merger, acquisition, or sale of assets. If any provision is unenforceable, the rest stays in effect. Our failure to enforce a provision isn't a waiver of it.

26. Contact

Questions about these Terms: hello@pangocreative.com or through our contact page. To report copyright infringement, contact our copyright agent at hello@pangocreative.com with the information required by the Digital Millennium Copyright Act.