Significant Updates to Pipe’s Terms of Service [2025]

Important Update: We're Launching New, Comprehensive Terms of Service

At Pipe, we believe in clear, transparent communication. That also applies to the legal terms that govern your use of our video, audio, and screen recording platform.

As our company and service offerings have grown - and to ensure we meet the highest standards of legal clarity and compliance - we have made significant updates to our Terms of Service (TOS).

The new TOS, which replace our previous version (the v2 March 7th, 2022 version), will take effect on:

• October 15th, 2025 for new accounts (they will agree to the new version on sign up)
• October 30th for existing accounts (they have 14 days to oppose)

We encourage all users to review the full new TOS, but we’ve outlined the key changes below to help you understand what's different.

What’s New: A Focus on Clarity, Flexibility, and User Roles

The new Terms of Service is a significant structural upgrade. It's a more detailed, robust, and professional document that better reflects the modern B2B SaaS environment.

1. Clearer Financials and Refund Policies

We've improved the clarity around billing and payments:

• Merchant of Record Clarification: We now explicitly detail the two ways you can pay: through Paddle (our authorized reseller who handles billing, taxes, and chargebacks) or via a Directly Invoiced Subscription (common for enterprise clients).
• Refund Exceptions: While subscriptions remain non-refundable, we’ve added clear exceptions. You may now receive a refund if required by law, or if you cancel due to our uncured material breach or a material change (a defined term) to the TOS.
• Pricing Changes: We have reinforced the guarantee that we will provide 14 days' notice for any price changes. If a material change to the TOS (e.g., a fee increase) substantially harms you, you have the right to cancel your subscription and receive a pro-rata refund for any prepaid, unused time.

2. Introducing Clear Rules for All User Types

As many customers use Pipe within a team and with their own customers, we've formalized how different users interact with your account:

• Defined User Roles: We've introduced definitions for Invited Users (people you grant access to your account/content) and End Users (people making recordings using a Pipe widget on your website).
• Account Owner Responsibility: The Account Owner is responsible for all activity under the account, including ensuring that all Invited Users comply with the TOS.

3. New Fair Use Policy for Bandwidth

To ensure reliable service for all customers, we've updated and clarified our bandwidth policy with clear, quantifiable limits:

• Clear Bandwidth Thresholds: The old, vague limit is replaced with a new definition of Bandwidth Excess Use: exceeding 50 GB per month OR 200% of the average monthly usage for your plan.
• Overage Charges: If you exceed this threshold, we reserve the right to apply a charge equivalent to twice the incremental bandwidth costs we incur (this happened only once or twice in the company's existence).

4. Clearer Data Retention After Cancellation

We’ve updated our retention timeline to match what happens (technically):

• 28-Day Grace Period: After your Trial expires or your paid Subscription ends, we will now retain most of your Customer Content for up to 28 days. This gives you a clear window to re-subscribe and export any necessary data. After this period, most of the content is permanently deleted from active systems.

5. Explicit Consumer and Legal Compliance

We’ve strengthened our commitment to legal compliance with new sections:

• European Consumer Rights: We’ve added a specific clause (Section 7) addressing the EU/EEA 14-day right of withdrawal in relation to us and Paddle, our merchant of record. We've clarified that, when purchasing directly from us, starting to use the service constitutes consent to immediate performance and waives the right of withdrawal, as is common for digital content services.
• Prohibited Content: A highly detailed section (Section 8) is dedicated to defining and prohibiting Forbidden Content (e.g., hate speech, malicious code, illegal material), giving us clearer grounds to protect our platform and community.
• Export Control: We've included a new section on Export Control and Sanctions Compliance to meet international regulatory requirements, ensuring our service is not used by or in sanctioned jurisdictions.

What You Need to Do

If you already have a Pipe account and continue to use Pipe Services on or after October 30th, 2025, you will be deemed to have accepted the new Terms of Service.

• Review the full document: You can read the new Terms of Service in its entirety at https://addpipe.com/terms/terms-october-30th-2025/.
• Questions: If you have any questions about these updates, please reach out to us at contact@addpipe.com.

Thank you for being a valued Pipe customer. We’re excited to continue providing you with the best video, audio, and screen recording service.