Terms of Service

These Terms are the agreement between you and Pana. They explain what you can expect from the Service and what we ask of you in return. Please read them — especially the medical disclaimer in section 4 — before you use the app.

These Terms of Service ("Terms") form a legal agreement between you and Pana ("we", "us"). They govern your access to and use of the Pana application and related services (the "Service"). By creating an account or otherwise using the Service, you agree to these Terms.

1. Acceptance of These Terms

By accessing or using the Service, you confirm that you accept these Terms and agree to be bound by them. If you do not agree with any part of them, please do not use the Service.

2. Who Can Use Pana

You must be at least 13 years old to use Pana (or older where your country sets a higher minimum age for this kind of service). By using the Service, you confirm that you meet this requirement and that you are able to enter into this agreement.

3. What Pana Is

Pana is an AI companion built to support people living with long-term health conditions through conversation. The Service includes:

AI-powered conversational companionship
Voice and text chat
Memory and personalisation features that give Pana continuity across your conversations

4. Not Professional or Medical Advice

Please read this carefully Pana is an AI companion, not a licensed medical, mental-health, legal or financial professional. Its responses are general and for informational purposes only, and should never be relied on as a diagnosis, treatment plan, or professional advice. Pana cannot help in an emergency — if you are in crisis or need urgent help, contact your local emergency services or a qualified professional right away. Always speak with a doctor or other qualified professional about decisions affecting your health.

5. Subscriptions & Purchases

Pana offers weekly and monthly plans; pricing may vary by region.
Subscriptions renew automatically until you cancel them.
Payment is charged through your Apple ID or Google Play account, depending on how you downloaded the app.
You can cancel at any time from your account settings; cancellation takes effect at the end of the current billing period, and you keep access until then.
Deleting the app does not cancel your subscription.
If a free trial is offered, it converts to a paid subscription automatically unless you cancel before the trial ends.

Purchases made through the Apple App Store or Google Play are also subject to that store's terms, including its rules on refunds.

6. AI Providers & Data Processing

To deliver the Service, your data is processed by the following providers:

OpenRouter — routes our AI requests to the models below, under zero-data-retention terms
DeepSeek (via OpenRouter) — generating text-chat replies and translating community content
Anthropic (Claude) (via OpenRouter) — generating voice-call replies and extracting the facts Pana remembers for you
OpenAI (via OpenRouter) — creating the numeric embeddings that power Pana's memory
Inworld — converting Pana's text replies into speech during voice calls

Speech-to-text is performed on your device by Apple's on-device speech recognition; your voice audio is not sent to us or any third party for transcription.

These providers are contractually prohibited from using your data to train their own models. For full details on how your information is handled, see our Privacy Policy.

7. Analytics

We use PostHog to understand and improve how the Service performs. This tool collects usage patterns, performance metrics, session data and device information, and the analytics data is anonymised.

8. Acceptable Use

When you use Pana, you agree not to:

Use the Service for any unlawful purpose or in breach of these Terms
Attempt to disrupt, overload, or gain unauthorised access to the Service or its systems
Misuse the Service in a way that could harm Pana, other users, or third parties

9. Licence to Use the App

We grant you a limited, non-exclusive, non-transferable, revocable licence to use the Service for your own personal, non-commercial use. You may not:

Copy, modify, adapt or distribute the app or its content
Reverse engineer, decompile or attempt to extract the app's source code, except to the extent the law permits
Resell, sublicense or otherwise make the Service available to others

10. Intellectual Property

The Service, including its software, design and content, belongs to Pana and its licensors and is protected by intellectual-property laws. You keep ownership of the content you share with Pana; by using the Service, you grant us the permission needed to process that content in order to operate and improve the Service, as described in our Privacy Policy.

11. Disclaimers

The Service is provided "as is" and "as available". To the extent permitted by law, we do not guarantee that the Service will always be uninterrupted, error-free, or that its responses will be accurate or suitable for your particular circumstances.

12. Limitation of Liability

To the extent permitted by law, Pana is not liable for any indirect, incidental, special or consequential damages arising from your use of the Service. Our total liability to you is limited to the amount you paid us in the 12 months before the event giving rise to the claim. Nothing in these Terms limits any rights you have that cannot be excluded under the law that applies to you.

13. Suspension & Termination

We may suspend or terminate accounts that breach these Terms or that we reasonably believe pose a risk to the Service or others. You may stop using the Service and delete your account at any time.

14. Changes to These Terms

We may update these Terms from time to time. If we make a significant change, we will take reasonable steps to let you know. Continuing to use the Service after an update means you accept the revised Terms.

15. Governing Law

These Terms are governed by the laws of Singapore, and you agree to the exclusive jurisdiction of the courts of Singapore — except where the law of your country of residence gives you a mandatory right to bring proceedings, or to rely on protections, in your home jurisdiction.

16. Contacting Us

If you have any questions about these Terms, email us at contact@pana.ai.