logopine
Try for free
nav-show-menu

Privacy Policy

Effective as of August 1, 2025.

19Pine Pte. Ltd. and/or its affiliates (“19Pine”, "we", "us" or "our") provides advanced artificial intelligence (“AI”) platforms, including Pine AI platform. This Privacy Policy describes how we process personal information that we collect through the Pine AI platform related mobile apps and browser extensions, and any of our other digital or online properties or services that link to this Privacy Policy (collectively, the “Service” or "Pine").

Personal information we collect

We collect various types of personal information from or about you, depending on how you interact with Pine and the nature of the services you request. This includes, but is not limited to:

  • Contact Information: Your name, email address, phone number, billing and mailing addresses, and any other identifiers by which you may be contacted.
  • Identity Verification Data: Sensitive information used to verify your identity or act on your behalf with third parties, which may include your Social Security Number, driver’s license or other government-issued ID, date of birth, or account-specific security details.
  • Profile Data: Information associated with your Pine account, such as your username, password, team affiliations, preferences, and any additional details you voluntarily add to your profile.
  • Communications Data: Records of your interactions with us, including messages sent through our platform, chat, support requests, emails, phone calls, and social media exchanges.
  • Transactional and Service Data: Information related to the tasks you request Pine to perform on your behalf, such as:
    • Account details with service providers (e.g., telecom, banking, utilities, insurance)
    • Billing statements, payment history, or subscription plans
    • Purchase order records or receipts
    • Reservation or appointment details with businesses such as restaurants, healthcare providers, airlines, or hotels
    • Dispute or complaint-related documentation, such as screenshots, ticket numbers, or reference IDs
  • Authorization Credentials: When needed for Pine to act on your behalf, we may collect access tokens, account numbers, PINs, confirmation codes, OTPs, or similar credentials strictly for the purpose of completing your requested tasks.
  • Payment Data: If you make purchases through the Service, your payment information (such as credit or debit card details) will be collected and processed directly by our third-party payment processors (e.g., Stripe, RevenueCat). We do not store full payment card numbers on our servers.
  • Marketing and Engagement Data: Your preferences regarding marketing communications, and information about how you engage with our emails, website, or app (such as click rates or open times).
  • Device and Usage Data: Technical information about how you interact with the Service, including IP address, device identifiers, browser type, access times, and pages visited.
  • Other Information: Any additional information you voluntarily submit or authorize us to collect as part of your use of Pine’s services. This may include recordings or transcripts of phone calls made on your behalf, screenshots from digital interactions, or other data required to fulfill your requests.

We use this information only as described in this Privacy Policy or as disclosed to you at the time of collection.

Information We Obtain from Third Parties

In order to fulfill the tasks you request and enhance our Service, we may combine the personal information you provide with information we obtain from third-party sources. These sources may include:

  • Public Sources: We may collect information that is publicly available, such as public records, social media profiles, government databases, or public websites relevant to your task or inquiry.
  • Third-Party Service Providers You Interact With: When you authorize Pine to act on your behalf—such as accessing your account, submitting requests, retrieving data, or completing tasks through a third-party service (e.g., your internet provider, bank, or utility company)—we may collect information from those third parties during the course of execution. This may include account data, usage history, support communications, reservations, billing records, or confirmation messages.
  • Third-Party AI Providers: Some parts of our Service rely on integrated third-party AI platforms (“Third-Party AI Providers”) to process your inputs and generate task-relevant outputs. These providers may infer or derive information based on your interactions and share limited data with us as needed to complete the task you initiated.
  • Linked Accounts and Authentication Providers: If you choose to log in to Pine using a third-party service (such as Google, Apple, or similar), or link an external account to enable Pine to act on your behalf, we may receive information from those platforms. This could include your username, name, email address, and other data you have permitted those services to share based on your privacy settings. Data received through Workspace APIs (e.g., Gmail or Google Calendar) will comply with Google’s API Services User Data Policy, including the Limited Use requirements.
  • Our Service Providers: We may receive information from vendors and partners who perform services on our behalf, such as infrastructure providers, analytics vendors, or support platforms that assist with the operation of Pine.
  • At Your Direction: In cases where you explicitly authorize or instruct us to contact or interact with a third party, we may obtain information about you from that third party as necessary to complete the task. For example, if you request that Pine file a complaint or check a reservation status, we may retrieve confirmation details, account numbers, or response messages from the involved business or platform.

We use this information strictly to provide and improve the Service, and in accordance with your instructions and this Privacy Policy.

Automatic Data Collection

To operate, monitor, secure, and improve the Service, we and our service providers may automatically collect certain information about your device and usage patterns when you interact with Pine. This includes data related to your sessions, communications, and activity within the app or website:

  • Device and Technical Data: Information about the device and browser you use to access Pine, such as operating system type and version, hardware model, browser type, screen resolution, memory and CPU capacity, IP address, language settings, mobile carrier, and general location (e.g., city or region).
  • Usage and Interaction Data: We may collect data about how you interact with the Service, including which pages or features you use, session durations, navigation paths, click behavior, access timestamps, and referring URLs. This also includes performance data related to Pine’s task execution—for example, task status updates, errors encountered, or tool usage patterns.
  • Communication Engagement Data: We may track how you interact with our emails or messages (e.g., whether you open them, click on links, or forward messages). We may use technologies such as pixel tags or similar identifiers to understand engagement and improve our communications.
  • Virtual Device and Automation Logs: When Pine performs actions on your behalf through virtual devices (such as simulated phone calls or computer interactions), we may log metadata associated with the task, including timestamps, system messages, automation status, and interaction flow data. These logs help ensure task accuracy, monitor system health, and support issue resolution.

We do not collect this information for targeted advertising. Instead, we use it to understand service performance, enhance user experience, and maintain operational reliability.

Representation and Caller Identification

When carrying out tasks on your behalf, Pine may communicate with third parties through phone calls, digital submissions, or automated system interactions. In doing so:

  • Authorized Representation: You authorize Pine to identify itself as acting on your behalf when contacting third parties. Pine may introduce itself as your authorized assistant or representative, and such communications are considered to have been made with your knowledge and consent.
  • Caller ID Practices:
    • With your explicit prior authorization, Pine may display your personal telephone number or other identifying information as the outbound caller ID when contacting third parties on your behalf.
    • If you do not provide such authorization, Pine will use its own designated telephone numbers or identifiers.
    • Pine does not intentionally transmit misleading or inaccurate caller identification information for the purpose of fraud, harm, or obtaining anything of value without right.
  • System Interactions: When Pine uses simulated computers, browsers, or automated tools to interact with third-party systems on your behalf, it may present your authorized account information or identity details as needed to complete the requested task. These actions are performed under your direction and are treated as if initiated by you.
  • Limitations: Pine does not impersonate users unlawfully or misrepresent facts. All representations are limited to carrying out your explicit instructions and are conducted in compliance with applicable laws and regulations.

Tracking and Other Technologies

Cookies and Similar Technologies

Some of the automatic data collection described above is facilitated by cookies, scripts, and similar technologies. These tools help us provide core functionality, maintain system security, improve user experience, and analyze usage trends within Pine’s website and services.

We may use:

  • Session and persistent cookies for authentication, load balancing, and user preferences.
  • Analytics tools (e.g., from third-party vendors) to understand how users engage with our Service and identify opportunities for improvement.
  • Functional scripts and web storage to support key user interactions, such as logging in or submitting task requests.

AI-Powered Interfaces and Embedded Technologies

Parts of the Service, including chat and task submission features, are powered by third-party AI platforms (“Third-Party AI Providers”). These platforms may use software code, temporary identifiers, and other technologies to help process your prompts and deliver responses. In doing so, they may access:

  • Information about the page or feature you are using
  • Your IP address and general location (e.g., city or region)
  • Inputs you provide through chats, forms, or automated tasks

This information is used solely for facilitating the functionality of the Service and is subject to the privacy practices of the relevant Third-Party AI Providers. Pine does not use these technologies for behavioral advertising or cross-site tracking.

For more details on how we use cookies and how to manage your preferences, please see the “Your Choices” section below and our [Cookie Policy].

How We Use Your Personal Information

We do not use your personal information to train, develop, or refine any artificial intelligence or machine learning models—ours or those of third-party AI providers.

We use your personal information solely to operate Pine’s services, fulfill your requests, and improve our platform. These uses include:

Service Delivery and Operations

We use your personal information to:

  • Perform tasks you request through Pine, including interacting with third-party businesses on your behalf (e.g., making phone calls, disputing charges, submitting complaints, canceling subscriptions, or managing appointments).
  • Transmit your inputs to our integrated AI systems and third-party AI providers, solely to generate relevant responses or execute actions.
  • Operate and secure our systems, services, and infrastructure.
  • Create and maintain your Pine user account and preferences.
  • Provide customer support and respond to your questions or feedback.
  • Send you service-related communications such as confirmations, updates, security alerts, and administrative messages.

Service Personalization

We may use your personal information to:

  • Understand your preferences and behavior to personalize your experience.
  • Suggest relevant actions or vendors based on your past tasks or account history.
  • Remember your settings and optimize your interaction with Pine.

Analytics and Service Improvement

We may use personal information to analyze usage trends and improve Pine’s performance, including:

  • Understanding how users interact with Pine’s services, tools, and communications.
  • Diagnosing technical issues and enhancing reliability.
  • Developing new features or optimizing agent workflows.

We do not use this data for cross-site advertising or behavioral targeting.

Marketing Communications

We may send occasional service announcements, newsletters, or product updates. You can opt out of non-essential communications at any time through your account settings or by following the unsubscribe instructions provided in the message.

Compliance and Protection

We may use your personal information as necessary to:

  • Comply with applicable laws and legal obligations, including responding to subpoenas, court orders, regulatory requests, or other lawful government inquiries.
  • Enforce our Terms of Service and other agreements, and protect the rights, privacy, safety, or property of you, Pine, our users, or others.
  • Detect, investigate, and prevent fraud, abuse, unauthorized access, or other harmful, unethical, or illegal activity, including misuse of the Service, impersonation, or attempts to bypass security controls.
  • Audit and assess compliance with our internal policies, legal obligations, and industry best practices regarding privacy, data security, and regulatory requirements.

Retention of Personal Information

We retain only the minimum personal information necessary to operate Pine, such as your profile data (e.g., name, email address, and account settings).

We do not retain any sensitive personal information, such as Social Security numbers, government ID details, account passwords, financial account numbers, or any data used solely for task execution. Such information is either processed securely in real time or stored locally on your device or within a protected, time-limited session environment.

We retain profile data only for as long as necessary to:

  • Maintain your account,
  • Provide the Service,
  • Fulfill legal or operational requirements (such as fraud prevention, dispute resolution, or compliance with applicable laws).

We regularly review and delete or anonymize profile data that is no longer needed.

How We Share Your Personal Information

We only share personal information when necessary to deliver Pine’s services, comply with the law, or with your explicit direction. Specifically, we may share your personal information with:

  • Service Providers: We work with trusted third parties that support the operation of Pine, including infrastructure hosting, technical support, analytics, communication tools, and email delivery. These providers are contractually obligated to use your information only as needed to perform services on our behalf.
  • Third-Party AI Providers: Certain parts of Pine’s platform are powered by integrated third-party AI services, which help generate outputs based on your inputs. These providers may receive limited data necessary to process your request, in accordance with their own privacy policies. Pine does not share sensitive user data (e.g., Social Security numbers, login credentials) with these providers.
  • Third Parties You Instruct Pine to Contact: When you authorize Pine to complete a task—such as negotiating a bill, canceling a subscription, or making a reservation—we may share relevant information with the third-party business involved (e.g., a telecom provider, airline, restaurant, or government agency) solely for the purpose of fulfilling your request.
  • Payment Processors: When you make a payment through Pine, your payment information is collected and processed directly by our third-party payment vendors (e.g., Stripe). Pine does not store full payment card details. Please refer to their privacy policies for more details.
  • Linked Account Services: If you choose to log into Pine using a third-party account (such as Google or Apple), or authorize access to data from those services, we may receive and share information as permitted by your account settings.
  • Affiliates: We may share information with our parent company, subsidiaries, or other corporate affiliates when required to operate the service or support internal operations.
  • Professional Advisors: We may share your information with lawyers, auditors, or other advisors when necessary for legal compliance, audits, or dispute resolution.
  • Legal Authorities or Government Entities: We may disclose information if required to comply with a valid legal obligation, court order, subpoena, or regulatory inquiry.
  • Business Transfers: If Pine is involved in a corporate transaction such as a merger, acquisition, financing, or sale of assets, we may transfer personal information as part of that transaction, subject to standard confidentiality safeguards.

We do not sell or rent your personal information to advertisers or third parties.

Your Choices

You have several options to manage your personal information and how it’s used:

  • Access or Update Your Information: If you have a Pine account, you can log in to view or update your profile information at any time.
  • Opt-Out of Marketing Communications: You can unsubscribe from marketing emails by following the link in the email footer or by contacting us directly. Note that you may still receive important service-related emails.
  • Cookies and Tracking Technologies: For details on how we use cookies and similar technologies, and how to manage them, see our [Cookie Policy].
  • Do Not Track: Pine does not currently respond to “Do Not Track” signals from web browsers. For more information, visit www.allaboutdnt.com.
  • Declining to Provide Information: You may choose not to share certain personal information. However, some features of the Service may not function without it, particularly if Pine is unable to complete a task on your behalf.
  • Linked Third-Party Accounts: If you connect Pine to a third-party account (e.g., Google), you may be able to adjust your settings with that provider to control what information is shared. Revoking access does not affect data already received before disconnection.
  • Delete Content or Close Your Account: You may delete certain content or request to close your Pine account at any time by contacting us. Upon closure, we will delete or de-identify your profile data in accordance with our retention policy.

Other Sites and Services

Pine may interact with or direct you to websites, mobile applications, or online services operated by third parties—for example, when completing a task on your behalf, such as submitting a form, making a reservation, or retrieving account information.

Additionally, our Service may include links to third-party websites or references to third-party businesses for your convenience. These links or interactions do not imply that Pine endorses or is affiliated with those third parties.

We do not control, and are not responsible for, the privacy practices, content, or functionality of third-party websites, applications, or services. We encourage you to review the privacy policies and terms of any third-party services you engage with—whether directly or through Pine acting on your behalf.

Security

We take the protection of your personal information seriously and implement a combination of technical, organizational, and physical safeguards to secure the data we process.

Our security measures are designed to:

  • Ensure the confidentiality and integrity of your information while it is in transit and during task execution.
  • Minimize exposure by storing sensitive information (such as Social Security numbers, credentials, or financial data) only temporarily and processing it through secure, time-limited sessions or local environments when possible.
  • Restrict access to personal data to only those employees, agents, or partners who require it to perform their duties, under strict confidentiality obligations.

Despite our commitment to robust security practices, no online transmission or system can be guaranteed to be 100% secure. Please be cautious when sharing sensitive data online, and understand that we cannot guarantee against unauthorized access, data breaches, or circumvention of our security measures or those of third-party providers.

If you believe your data may have been compromised in connection with Pine, please contact us immediately at [email protected]

Children

Pine is not intended for use by individuals under the age of 18. We do not knowingly collect personal information from children without appropriate parental or legal consent.

If you are a parent or guardian and believe that your child has provided personal information to us in violation of applicable laws, please contact us at [email protected]. Upon verification, we will take appropriate steps to investigate and delete the information in accordance with legal requirements.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technologies, or legal obligations.

If we make material changes, we will notify you by updating the effective date at the top of this policy and, where appropriate, provide additional notice (such as via the Service or by email). In some cases, we may request your consent to the changes.

We encourage you to review this Privacy Policy periodically to stay informed about how we protect your information. Continued use of the Service after a Privacy Policy update constitutes your acknowledgment of the revised terms.

How to contact us

Email: [email protected]