Terms of Use

1. Agreement to these Terms

These Terms of Use ("Terms") are an agreement between you and SupportNav ("SupportNav," "we," "us"). They govern your use of supportnav.com, its guided tools and drafting features, the SupportNav MCP server at https://www.supportnav.com/mcp, plugins, skills and any related content (together, the "Services"), whether you use them directly or through an AI assistant.

By using the Services you accept these Terms and our Privacy Policy. If you do not agree, do not use the Services. If you use the Services on behalf of someone else, you confirm you are authorized to do so and that they are bound by these Terms. You must be at least 18 years old, or the age of majority where you live.

2. Not legal advice; no attorney–client relationship

SupportNav is not a law firm, does not provide legal advice and is not a substitute for a lawyer. Information about passenger rights, Department of Transportation (DOT) rules, airline policies, eligibility assessments, drafts and routing suggestions is general information for self-help. It is not tailored legal advice about your situation and no attorney–client, fiduciary or agency relationship is created by your use of the Services.

Laws, regulations, airline contracts of carriage and support channels change. Our policy and channel information is reviewed periodically and may be out of date, incomplete or inapplicable to your journey. For advice about your rights, consult a licensed attorney or the relevant regulator.

3. No guarantee of outcome

We do not guarantee that any airline, ticket seller, card issuer, regulator or other party will respond, grant a refund, pay compensation or reimburse expenses, or that any request will succeed or be timely. Eligibility results, "packet available" statuses and similar outputs describe how the facts you supplied compare with the rules we reviewed. They are not determinations of entitlement.

4. You control what is submitted

SupportNav prepares information and drafts for you to review. SupportNav does not submit complaints, claims, disputes or chargebacks on your behalf, and does not act as your agent or representative. You decide whether, where and when to send anything.

If you use an AI assistant, browser agent or other third-party tool to open, fill or submit forms, that tool acts on your instructions, not ours. You are responsible for reviewing every form and message before it is submitted, for each submission you authorize, and for any statements, attestations or certifications made in it.

5. Your responsibilities and the accuracy of your information

You are responsible for the accuracy and completeness of the information you provide and for reviewing and correcting any draft before use. You agree not to use the Services to make false, misleading or fraudulent claims, to seek duplicate recovery for the same loss, or to submit requests you are not entitled to make.

Do not enter information you are not authorized to share. Avoid entering sensitive identifiers (such as full payment card numbers, passport numbers or passwords) into the Services; they are not needed.

6. AI-generated content

Parts of the Services use artificial intelligence, including third-party models, to extract details from text or images and to draft messages. AI output can be inaccurate, incomplete or inappropriate. Treat all output as a starting draft that you must verify. You are responsible for content you choose to send or publish, including posts on social media.

7. Third-party services and links

The Services link to and reference airlines, ticket sellers, government sites, social networks, AI assistants and other third parties that we do not control. We are not affiliated with, endorsed by or acting for any airline or the DOT unless we expressly say so; airline names and marks belong to their owners and are used only to identify them. Your use of third-party services is governed by their terms, and we are not responsible for their content, availability, decisions or conduct.

8. Acceptable use

You agree not to:

• use the Services unlawfully, fraudulently, or to harass, defame or threaten anyone;
• circumvent rate limits, access controls or security measures, or probe, scan or test the Services' vulnerability without written permission;
• scrape, bulk-download or resell the Services or their content, or use them to build a competing dataset or service;
• send automated traffic beyond normal personal use, except through the published MCP interface within its limits;
• attempt to extract model prompts, inject instructions or otherwise manipulate the Services' AI features;
• upload malware or content that infringes others' rights.

We may limit, suspend or terminate access at any time, without notice, for conduct we believe violates these Terms or harms the Services, other users or third parties.

9. Accounts

Some features may require an account. Keep your credentials secure; you are responsible for activity under your account. You may stop using the Services at any time.

10. Intellectual property and license

The Services, including software, text, reviewed policy summaries, design and marks, are owned by SupportNav or its licensors and protected by law. We grant you a limited, personal, revocable, non-exclusive, non-transferable license to use the Services for your own non-commercial purposes under these Terms.

You keep ownership of the content you submit. You grant us a license to process it to provide, secure and improve the Services, as described in the Privacy Policy. Drafts generated for you are yours to use. If you send us feedback, we may use it without obligation to you.

11. Disclaimer of warranties

The Services are provided "as is" and "as available," without warranties of any kind, express or implied, including warranties of merchantability, fitness for a particular purpose, title, non-infringement, accuracy and uninterrupted or error-free operation. We do not warrant that information about laws, policies, eligibility, deadlines or contact channels is current, complete or correct. Some jurisdictions do not allow certain disclaimers, so some of these may not apply to you.

12. Limitation of liability

To the fullest extent permitted by law, SupportNav and its owners, operators, employees, contractors and licensors will not be liable for any indirect, incidental, special, consequential, exemplary or punitive damages, or for lost profits, revenue, refunds, compensation, reimbursements, data, goodwill, missed deadlines or travel costs, arising out of or relating to the Services or these Terms, even if advised of the possibility of such damages.

Our total liability for all claims relating to the Services or these Terms will not exceed the greater of (a) the amount you paid us for the Services in the twelve months before the claim arose, or (b) one hundred U.S. dollars (US$100).

These limits apply to every theory of liability and even if a remedy fails of its essential purpose, except where the law does not allow them.

13. Indemnification

To the extent permitted by law, you will defend, indemnify and hold harmless SupportNav and its owners, operators, employees and contractors from claims, losses, liabilities and expenses (including reasonable attorneys' fees) arising from your use of the Services, content or requests you submit or authorize, your violation of these Terms or of law, or your violation of anyone else's rights.

14. Dispute resolution: binding individual arbitration and class-action waiver

Please read this section carefully. It affects your rights.

Informal resolution first. Before starting any proceeding, you and we agree to try to resolve the dispute informally for at least 30 days after one side sends a written notice describing it. Send notices to hello@supportnav.com.

Arbitration. Any dispute, claim or controversy arising out of or relating to the Services or these Terms, including their formation, scope or enforceability, will be resolved by final and binding individual arbitration administered by the American Arbitration Association under its Consumer Arbitration Rules. The arbitration may be conducted by video or in writing. The Federal Arbitration Act governs this section.

Exceptions. Either party may bring an individual claim in small claims court if it qualifies, and either party may seek injunctive relief in court to stop infringement or misuse of intellectual property or unauthorized access to the Services.

Class-action waiver. You and SupportNav may bring claims only in an individual capacity, not as a plaintiff or class member in any purported class, collective, consolidated or representative proceeding. The arbitrator may not consolidate claims or award relief on a class or representative basis. If this waiver is found unenforceable for a claim, that claim must be decided in court, and the rest of this section still applies.

30-day opt-out. You may opt out of this arbitration agreement by emailing hello@supportnav.com within 30 days after you first use the Services, with the subject "Arbitration opt-out" and your name and email address. Opting out does not affect any other part of these Terms.

15. Governing law and venue

These Terms are governed by the laws of the State of Delaware, without regard to conflict-of-law rules, and by applicable U.S. federal law. Subject to the arbitration section, any proceeding allowed in court will be brought exclusively in the state or federal courts located in Delaware, and you and we consent to their jurisdiction. Nothing in these Terms limits consumer protections that cannot be waived under the law where you live.

16. Changes to the Services and these Terms

We may change, suspend or discontinue any part of the Services at any time. We may update these Terms; the "Last updated" date shows when. Material changes apply going forward and, where required, we will give notice. Continuing to use the Services after an update means you accept the updated Terms.

17. General

These Terms and the Privacy Policy are the entire agreement between you and us about the Services. If a provision is unenforceable, it will be modified to the minimum extent necessary and the rest remains in effect. Our failure to enforce a provision is not a waiver. You may not assign these Terms; we may assign them in connection with a merger, acquisition or sale of assets. Sections that by their nature should survive termination will survive, including those on disclaimers, liability, indemnification and dispute resolution.

18. Contact

Questions about these Terms: hello@supportnav.com.