Terms of Service

1. What Pin311 is

Pin311is a web platform that lets residents report civic and storm-damage issues and lets government agencies (“Agencies”) manage those reports — including mapping, incidents, work orders, FEMA damage exports, and community alerts. By creating an account or using the service you agree to these Terms.

2. Not an emergency service

Pin311 is not a 911 or emergency dispatch service. For any life-threatening emergency, downed power line, fire, or medical situation, call 911. Reports submitted here are not guaranteed to be seen or acted upon in real time, and response depends entirely on the Agency that operates the relevant jurisdiction.

3. Accounts & eligibility

Agency accounts are for authorized representatives of a government or public body. You are responsible for your credentials and for activity under your account, and for assigning appropriate roles and permissions to your team. The service is built for U.S. jurisdictions (it relies on U.S. systems such as FEMA cost schedules).

4. Acceptable use

Don’t submit false, abusive, or unlawful content; don’t upload others’ personal information without basis; don’t attempt to disrupt, scrape, or gain unauthorized access to the service. We may remove content or suspend accounts that violate these Terms.

5. Resident submissions

Residents may submit reports without an account. Submissions may include location, photos, and optional contact details, and are shared with the Agency for the relevant jurisdiction. Don’t include information you don’t want shared with that Agency.

6. Community mutual aid (neighbor-to-neighbor)

Some features let a resident ask for volunteer help and let other residents (“Volunteers”) offer it, including an in-app chat. Volunteers are independent Good Samaritans, not agents, employees, or contractors of Pin311 or of any city or municipality. Neither Pin311 nor any municipality recruits, screens, vets, trains, supervises, endorses, employs, or background-checks Volunteers, and neither is a party to any interaction between them.Anyone using these features does so at their own risk and is solely responsible for their own safety and conduct, including deciding whether to share their location or meet anyone. Never approach downed power lines, flood water, gas, or unstable structures — call 911 or your utility. Pin311 does not guarantee that help will be offered, that it will arrive, or that any work will be done correctly or safely. To use these features you must affirmatively accept these Terms at the point of asking for or offering help. These features are for genuine, free neighborly help only — using them to solicit, advertise, or promote a business or paid service is strictly prohibited. Chat messages are logged and may be reviewed for safety. Any violation, or a report by the other party, results in an immediate and permanent ban from the platform(by IP and contact); to dispute a ban, email Nathan@pin311.com with your chat log.

7. Billing

Paid plans and add-ons are billed through our payment processor. Fees are described at sign-up and on our pricing page, are charged in U.S. dollars, and recur automatically on the term you choose — monthly or annually — until cancelled. You can cancel at any time; access continues through the paid period. See our Refund & Cancellation Policy for details.

8. Data

Your use of data is also governed by our Privacy Policy. Agencies control and are responsible for the report data within their jurisdiction.

9. Disclaimer & limitation of liability

The service is provided “as is,” without warranties of any kind. To the maximum extent permitted by law, Pin311 is not liable for any indirect, incidental, or consequential damages; for any failure to receive, display, route, or act upon a report; or for any act, omission, injury, loss, or damage arising from interactions between residents and Volunteers or from any reliance on the community mutual-aid features. You agree to release Pin311 and any participating municipality from claims arising out of those interactions.

10. Changes

We may update these Terms; material changes will be reflected by the “last updated” date. Continued use means you accept the updated Terms.

11. Contact

Questions? Email support@pin311.com.