Fair Use Policy
Last updated: October 15, 2026.
1. What this page is
This is a plain-language policy, not a contract. It explains what "custom volume" means on Anchor's Custom plan and how we think about usage that doesn't fit our published Pro and Business plans. If you have a signed Custom-plan agreement with Pinevon, the specific volume, terms, and pricing in that agreement control — this page describes our general approach, not a substitute for what you've actually signed.
2. Why the Custom plan doesn't list a fixed number
Every Anchor plan runs real AI inference for every customer conversation and owner question — there is no version of the product where AI usage is free for us to provide, no matter what a plan is called. We will never describe any plan, including the Custom plan, as "unlimited AI" on a fixed price, because that isn't something we could honestly support. Custom-plan volume is set individually because very large-volume usage has real, variable costs (AI provider inference, hosting, payment-processing fees) that a single flat number can't fairly price for every business — a small multi-branch retailer and a large multi-country operation both sending "a lot" of requests can have very different real costs behind that usage. Talk to us and we'll price a volume that matches your actual usage.
3. What we mean by fair use
Absent a specific volume written into your agreement, we expect usage that's proportionate to a genuine business's real customer conversations and internal questions — not automated load-testing, scraping, reselling API access, or any use designed to consume AI capacity without a corresponding real business need. If usage on an account looks anomalous compared to the business's actual size and activity, we'll reach out to understand what's happening and work out a fair volume together before considering any change to service, rather than silently throttling or cutting an account off.
4. What doesn't change
Tenant isolation, the AI's grounding rules (it answers from your real catalog and order data, and says so honestly when it doesn't know something), and the requirement that any consequential AI-suggested action gets explicit owner or admin approval before it executes all apply on the Custom plan exactly as they do on every other plan. "Custom volume" changes how much you can use and how it's priced — it never changes what the product is allowed to do on your behalf without your approval.
5. Questions
If you're considering the Custom plan, or you're already on it and have a question about how this policy applies to your account: sales@pinevon.com. For the plans with published prices and limits, see Pricing.