Terms of Service

These Terms of Service (the “Terms”) are an agreement between REMO GROUP L.L.C-FZ, licence [Trade licence number] issued by [licensing authority], registered at [Registered office address], United Arab Emirates (“Pallego”, “we”, “us”), and the company or business that opens a Pallego workspace (the “Customer”, “you”).

Pallego is online software for freight forwarders and logistics companies: companies and contacts, enquiries and quotes, jobs, documents, finance and an AI assistant (the “Service”). It is sold to businesses only, not to consumers.

By creating a workspace, starting a trial or using the Service you accept these Terms on behalf of the Customer, and you confirm that you are authorised to do so. If you do not accept them, do not use the Service.

• Workspace: the Customer’s own area in the Service, holding its data.
• Users: the people the Customer invites to its workspace (for example managers, operations and finance staff).
• Customer Data: everything the Customer and its Users put into the Service, including records, uploaded documents and files, and the output generated from them.
• AI Features: the AI assistant and the reading of uploaded documents.
• AI tokens: the unit in which use of the AI assistant is measured and included in each plan.
• AI document reads: the number of uploaded documents the AI may read in a month, included in each plan.
• Plan: the subscription the Customer chooses (Basic, Ultimate or Unlimited, or another plan agreed in writing).

• The Customer decides who has access and with which role and permissions, and is responsible for everything done through its Users’ accounts.
• Each User signs in with a one-time code sent to their own email address or phone. Accounts are personal and must not be shared.
• Keep email addresses and phone numbers up to date, and remove people who should no longer have access.
• Tell us straight away at contact@pallego.app if you suspect someone has accessed your workspace without permission.

Pallego staff may enter a workspace only to give support or to keep the Service secure. Every such access is recorded in the workspace’s audit log.

• Fees are charged per User per month, at the prices on our pricing page or in an order you have agreed with us, in AED or USD.
• Fees are billed in advance for the number of Users in the workspace, either monthly or annually. Annual billing covers 12 months at once at the annual price shown on the pricing page. An invited User counts as a paid User from the moment the invitation is sent until it is accepted (they are then a User), cancelled or expires. A User or invitation added during a billing period is charged for the time left in that period: on the next invoice for monthly billing, or straight away for annual billing. A User removed from the workspace is no longer charged from the next billing period; the current period is not refunded. A manager can remove a User at the end of the billing period (they keep access until then) or straight away.
• Moving to a bigger plan applies straight away, and the price difference for the rest of the billing period is charged on the next invoice. Moving to a smaller plan, or between monthly and annual billing, applies from the next billing period.
• Pallego is not registered for value added tax (VAT), so no VAT is added to our fees. If we register, we will tell you at least 30 days before we start adding VAT at the rate in force (currently 5%) under Federal Decree-Law No. 8 of 2017 on Value Added Tax, and our invoices will then be tax invoices.
• Invoices are payable within 14 days. If an invoice is unpaid 14 days after we remind you, we may suspend the workspace until it is paid; your data is kept during a suspension.
• We may change prices with at least 30 days’ notice by email. The new price applies from your next billing period after the notice period.
• Fees already paid are not refunded for part of a billing period, except where UAE law requires it.
• A free trial lasts 14 days, includes the whole Service and is for one User: the person who creates the workspace. Inviting other Users means choosing a plan; the paid subscription then starts that day, for the person who invites and everyone invited. At the end of the trial, choose a plan to keep using the workspace.

• Each plan includes a monthly number of AI tokens and AI document reads per User, shared by the whole workspace and shown in the Service with what is left. Months run from the 1st (Gulf Standard Time). Unused AI tokens and document reads do not carry over to the next month. Unlimited plans are subject to fair use: we may contact you about, and limit, use that is far above normal business use.
• When the monthly AI tokens or AI document reads are used up, the AI assistant or the reading of documents pauses until the next month or until you move to a larger plan. The rest of the Service keeps working.
• AI output can be wrong or incomplete. The AI assistant’s answers and the fields read from documents are suggestions: Users must check them before relying on them, and fields read from documents are only added to a job after a User reviews and applies them.
• Pallego is not responsible for decisions, bookings, declarations or invoices made on the basis of AI output that a User did not check.
• To provide the AI Features, the relevant Customer Data (for example a question, records it needs, or an uploaded document) is sent to our AI provider for processing. We use AI providers whose terms do not allow them to use your content to train their models.

• Documents can be uploaded as PDF files of up to 20 MB each. Each plan includes a storage allowance for the workspace; when it is full, new uploads stop until space is freed or the allowance is increased. Documents already stored stay available.
• Only upload documents you are entitled to share and process, and that do not contain malicious code.
• UAE commercial and tax laws require businesses to keep their records, including tax invoices and supporting documents, for at least five years. You remain responsible for keeping the records the law requires you to keep; the Service is a working tool and not a substitute for your own archive unless we agree otherwise in writing.

You own the Customer Data. You give us the right to host, copy, process and display it only to provide, secure and support the Service for you, and as the law requires. We do not sell Customer Data and do not use it for advertising.

Customer Data includes personal data, for example your contacts at customers and vendors, and your Users. For that personal data you are the controller and Pallego is the processor, acting on your instructions in these Terms. Both of us will comply with Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data and, where they apply, the data protection laws of the DIFC or ADGM. You are responsible for having a lawful basis to put personal data into the Service.

Customer Data is stored outside the UAE: the database is hosted in London, United Kingdom, and the service providers below may process it in other countries. You instruct us to transfer and store Customer Data there, and we make sure appropriate safeguards are in place for those transfers. Our current service providers (sub-processors) are:

• Supabase: database (London, United Kingdom)
• Railway: application servers
• Vercel: website
• Cloudflare: domain names, and storage and delivery of uploaded documents
• Stripe: card payments and invoices
• Resend: sign-in codes, invitations and service emails
• Anthropic: AI assistant and AI document reading
• Google: sign in with Google (only if you choose it), and Pallego's own email (contact@pallego.app)
• Twilio: sign-in codes by text message (only if you choose it)

We will tell you before adding or replacing a sub-processor. We protect Customer Data with access controls, encryption in transit, separation of each workspace’s data and audit logs, and we take reasonable steps to back it up. If we become aware of a breach affecting your personal data, we will tell you without undue delay and help you meet your own obligations.

How we handle the personal data of the people who sign up and use Pallego is explained in our Privacy Policy.

You and your Users must not:

• use the Service for anything unlawful, including breaches of UAE customs, sanctions or export-control rules, or to arrange the shipment of prohibited goods;
• upload content that is unlawful, infringes someone else’s rights, or that you have no right to process, or break Federal Decree-Law No. 34 of 2021 on Combatting Rumours and Cybercrimes;
• try to access another workspace, test or bypass our security, or upload malicious code;
• copy, resell or reverse engineer the Service, scrape it, or use it to build a competing product;
• overload the Service, for example with automated requests beyond normal use.

You remain responsible for your shipments and your regulatory duties, including the correct handling and declaration of dangerous goods.

• We provide the Service with reasonable skill and care, and keep improving it. We may change or remove features; we will give notice before removing a feature you rely on.
• We aim to keep the Service available at all times, but do not guarantee it will be uninterrupted. Planned maintenance is announced in advance where we can.
• We give support by email in English during UAE business days.

Pallego is software. We are not a freight forwarder, carrier or customs broker, we are not a party to any shipment, and the Service does not give legal, tax, customs or accounting advice. Tax invoices and other documents created in the Service are based on the data you enter; you are responsible for their correctness and for your own VAT compliance.

We own the Service, its software, design and brand, and keep all rights in them. You may use the Service under these Terms while your subscription lasts. Documents you create with it, such as quotes and invoices, are yours to use freely.

If you send us suggestions, we may use them to improve the Service without obligation to you.

Each of us will keep the other’s confidential information confidential and use it only for this agreement. This does not apply to information that is public, that the other party already had, or that must be disclosed by law or by a competent authority.

• Neither of us is liable to the other for loss of profit, revenue, business or goodwill, or for any indirect or consequential loss.
• Pallego is not liable for loss of, damage to or delay of any cargo or shipment, or for fines or charges arising from shipments.
• Our total liability arising from these Terms in any 12-month period is limited to the fees you paid us in the 12 months before the event giving rise to the claim.
• Nothing in these Terms limits liability that cannot be limited under UAE law, including liability for fraud or gross negligence.

You will compensate us for claims by third parties arising from Customer Data you had no right to process, or from use of the Service in breach of these Terms.

• These Terms apply from when you start using the Service until the subscription ends.
• You can cancel at any time; the cancellation takes effect at the end of the current billing month.
• We may suspend access straight away if it is needed to protect the Service or other customers, or if the law requires it, and after notice for unpaid invoices or a serious breach of these Terms that you do not put right within 14 days.
• When the agreement ends, the workspace becomes read-only and you can export your data, including documents, for 90 days. After that we delete Customer Data, except copies in backups (which are overwritten in the normal course) and anything the law requires us to keep.

We may update these Terms. We will email the workspace’s managers at least 30 days before a material change takes effect. If you do not agree to the change, you may cancel before it takes effect; continuing to use the Service after that means you accept it.

These Terms are accepted electronically, and notices between us may be given by email. Electronic acceptance and records are valid under Federal Decree-Law No. 46 of 2021 on Electronic Transactions and Trust Services.

These Terms are governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai. We will first try to settle any dispute by good-faith discussion for 30 days. If that does not work, the courts of Dubai have exclusive jurisdiction.

These Terms are written in English. If they are translated, the English version prevails to the extent permitted by law.

• These Terms, together with any order you agree with us, are the whole agreement between us about the Service.
• Neither of us is liable for delays or failures caused by events beyond reasonable control.
• If any part of these Terms is found invalid, the rest stays in force.
• Not enforcing a right straight away does not mean giving it up.
• You may not transfer this agreement without our consent; we may transfer it to a company that takes over the Service, with notice to you.
• Questions about these Terms: contact@pallego.app.