Terms and Conditions of Use

Introduction

IAGENTE provides a technology platform that makes it possible to automate, organize, and manage commercial interactions and business communications across integrated digital channels, with the support of artificial intelligence.

The service is intended for registered legal entities that want to improve their customer support processes. This document governs the relationship between users and IAGENTE, including rights, duties, conditions of access, and limitations of use.

The platform is accessed at https://sdrbot.ai according to the contracted plan.

By registering for or using the platform, the user agrees to be bound by these terms, by the Privacy Policy, and by any additional product or service terms offered. If the user disagrees, they must not use the SDRBOT.ai platform or access its content.

Definitions

• SDRBOT.ai / PLATFORM: SaaS technology platform designed to support commercial processes and the management of business interactions, with artificial intelligence, accessible through web browsers.
• ACCOUNT: Digital environment created by the administrator user, linked to the organization, intended for managing corporate communications, contacts, message flows, reports, and features.
• USER: Individual registered and authorized to use the platform with a login and password.
• ADMINISTRATOR USER: Person responsible for creating the account, defining the permissions of the other users, accepting the terms, and managing the platform in general.
• SERVICES: Provision of the SaaS platform and delivery of technical support according to the features of the contracted plan.
• PLAN: Set of features and limits contracted through recurring payment.
• THIRD-PARTY SERVICES/APPLICATIONS: Platforms provided by third parties (WhatsApp Business API, Instagram Direct, Facebook Messenger, CRM systems, etc.), for which the suppliers are solely responsible.

1. Conditions of Use of the Platform

By accepting the terms and using the service, the user represents and warrants that they:

• Are at least 18 years of age;
• Can enter into commitments with IAGENTE under the stipulated terms;
• Are not barred from using the service under applicable law;
• Will comply with the terms, the Privacy Policy, and all laws in force.

We recommend contacting customer support (suporte@iagente.com.br) with any questions before accepting.

Electronic Communications

Users consent to receiving electronic communications related to the account, including:

• Emails to the address provided at sign-up;
• SMS or WhatsApp messages to the number provided;
• Communications within the platform.

Notices and communications sent electronically satisfy legal communication requirements. Users may unsubscribe from promotional communications through the links in the emails or by request through the contact channels.

2. User Registration and Access

2.1 Account Creation

The administrator user must create a confidential, non-transferable password, which works as identification and as the access key. The password can later be recovered or changed on the platform.

The administrator user is solely responsible for keeping it safe and confidential.

All information provided must be true, complete, current, and accurate, and must be kept up to date at all times, especially in the event of a change of business name, address, contact details, or corporate name.

Creating the account implies express consent to the collection, use, storage, and processing of personal, corporate, and banking data by IAGENTE.

IAGENTE reserves the right to reject the setup of accounts that violate the commercial policies of WhatsApp, Instagram, Messenger, or other integrated channels.

2.2 User Registration

The administrator user is responsible for registering the other users, defining credentials, permission levels, and responsibilities. Each user has their own login and password, non-transferable and for individual use, and is personally answerable for actions taken under their credentials.

Administrator responsibilities:

• Entering true and complete information;
• Keeping registration information correct and up to date;
• Taking responsibility for inaccuracies, omissions, or false statements.

IAGENTE may request additional documents or information to confirm accuracy. The absence of such a request does not release the administrator from responsibility.

The number of seats is limited according to the contracted plan. Simultaneous access and permissions are defined at sign-up. Increases or decreases can be handled on the platform or through relacionamento@iagente.com.br.

2.3 Access Credentials

Users and administrators undertake not to share credentials with third parties, even those with a professional, personal, or family relationship.

If unauthorized access is suspected, support must be contacted through the platform or at suporte@iagente.com.br for preventive blocking and secure reissuance.

2.4 Prohibition on Transferring the Account

Assigning, selling, renting, or otherwise transferring the account to third parties is prohibited, regardless of the relationship, except with the prior written authorization of IAGENTE.

2.5 Access to the Platform

Access is remote, through a compatible browser and an internet connection. Performance and operation depend on operating system settings, browser version, and connection quality.

Users must have compatible electronic equipment (desktop, laptop, or mobile device) and a high-speed connection, and are solely responsible for providing the necessary technical means.

Recommended speed: At least 20 Mbps download and 10 Mbps upload. Operation may be affected by instability or by lower speeds.

3. Services Provided by IAGENTE

IAGENTE provides services for automating, centralizing, controlling, and monitoring commercial interactions and business communications, with artificial intelligence, through a platform integrated with multiple channels, including:

• Sending, receiving, and managing interactions;
• Automations, flows, and intelligent interactions;
• Metrics, reports, and dashboards;
• Management of queues, support conversations, and handoffs;
• Integrations, APIs, and webhooks;
• Lead qualification, nurturing, and follow-up;
• Administrative dashboard for the platform;
• Specialized technical support;
• Other features provided for in the plan.

IAGENTE may modify the provision of the service if regulatory agencies impose changes, upon simple notice to the user.

3.1 Service Updates

Upon prior notice, IAGENTE may update, improve, add, or discontinue secondary features, provided that the essence and main purpose of the contracted services are preserved.

3.2 Disclaimer of Liability

IAGENTE acts as a technology provider, making the platform available as a support tool; it does not carry out acts of sale, negotiation, or contracting, nor does it take the position of final sender of the communications.

The user is solely responsible for:

• The content of the messages, campaigns, and flows;
• The accuracy, lawfulness, and appropriateness of the information;
• Compliance with applicable law and with the policies of third-party channels.

IAGENTE does not guarantee any commercial result, conversion, sale, or lead generation; this is a tool of means, not of results.

3.3 New Features, Modules, and Integrations

IAGENTE may make new features available that involve additional charges or specific plans, and the user will be informed of the commercial conditions in advance.

3.4 Technical Support

Support requests must be sent through the official channels, observing the response times and prioritization defined contractually, without prejudice to good faith and cooperation in resolving incidents.

4. Payment Terms

The administrator will pay IAGENTE the amount corresponding to the contracted plan and any additional amounts for users beyond the limit or for complementary services.

Prices and conversation charges for WhatsApp, Instagram Direct, Facebook Messenger, or third-party services are published on the websites of those third parties. They may change as commercial rules are updated, including changes to the price of a conversation, per-message charges, changes to the free allowance, and session length. Amounts in dollars are subject to exchange rate variations.

4.1 Monthly Plans

Pricing is structured in monthly subscription plans. They are non-transferable and non-cumulative, and do not generate credit, offset, or discount in later periods.

If the user exceeds the message limit, the excess will be charged in the following month according to the table of additional amounts.

IAGENTE may change the price with at least 30 days of prior notice. If a term was defined at sign-up, the change only takes effect after the end of the license period.

4.2 Payment

Amounts are due for the current month. Usage beyond the limit is invoiced in the following month, unless a specific contract provides otherwise.

Methods: Bank slip (boleto), PIX instant transfer, direct debit (DDA), credit card, or another electronic method made available.

The user acknowledges that:

• Charges for conversations beyond the limit will be added to the next invoice;
• Conversations that are started and not completed within 24 hours are counted according to Meta rules;
• Messages not delivered for external reasons (blocking, network failures) do not release the user from payment;
• Payment is not conditioned on messages actually being sent, since the subject of the contract is making the environment available and maintaining it.

5. Obligations

IAGENTE Obligations

• Perform the service as described in the terms;
• Be responsible for the operation of the platform and for any necessary corrections;
• Inform users of changes to the service by email or through the platform.

User Obligations

• Use the platform according to the defined criteria, without altering its programming, breaking passwords, or causing damage;
• Be responsible for the substance of the information entered and for the content of the communications;
• Not engage in conduct that is inappropriate or contrary to the terms;
• Fully respect the terms, the Privacy Policy, and the law in force;
• Be solely responsible for their own acts, without harming the rights of third parties;
• Inform IAGENTE of any failures, errors, interruptions, or vulnerabilities identified, and refrain from exploiting them.

6. Prohibitions and User Suspension

Under penalty of suspension, blocking, or deletion of the account without prior notice, as well as the obligation to indemnify, the user is prohibited from:

1. Taking part in any illegal, harmful, offensive, obscene, violent, threatening, coercive, abusive, or objectionable activity;
2. Starting, managing, or taking part in campaigns involving illegal services or products, sexual appeals, drugs, or items prohibited to minors;
3. Reselling access to the account or to the platform;
4. Reproducing, duplicating, copying, or reselling any part of the service;
5. Accessing without authorization, interfering with, damaging, or disrupting any part of the platform, system, equipment, or network;
6. Reproducing, distributing, modifying, displaying, or creating works derived from IAGENTE intellectual property;
7. Using the platform for a purpose other than the one specified;
8. Engaging in any practice that violates data protection principles (the LGPD and the rules of the ANPD, the Brazilian data protection authority).

The user agrees to indemnify, defend, and hold IAGENTE harmless from claims, notices, or lawsuits arising from a violation of these prohibitions, whether committed by the user or by anyone acting on their behalf.

IAGENTE may refuse, suspend, or cancel an account when it suspects or confirms that the information is false, incomplete, out of date, or inaccurate, or if the information about the products created is false or illegal. In this case, terminating the terms does not give rise to a refund of amounts already paid.

7. Messaging Rules and Third-Party Channel Policies

Use is conditioned on full compliance with the policies of the integrated channels, including WhatsApp Business, Instagram, Facebook Messenger, and the other rules of Meta Platforms Inc.

The user undertakes to comply with:

• WhatsApp Business Solution Terms;
• Commerce Policy;
• Business Policy;
• Other Meta policies, technical guidelines, or announcements.

The channels are intended exclusively for commercial, institutional, or customer support purposes; personal or recreational use, or use unrelated to the activity of the company, is prohibited.

Conversation and Message Categories

Sending must observe the categories defined by the channels, in particular by Meta:

• Service Conversations;
• Utility Conversations;
• Authentication Conversations;
• Marketing Conversations.

Each category has its own rules for content, duration, consent, and pricing. The user is responsible for knowing, observing, and complying with those parameters and their updates.

Failure to comply with the rules (opt-in/opt-out) or abusive sending may result in a number being blocked, rate limiting, a lower quality rating, or account suspension. IAGENTE has no control over the evaluation criteria or the penalties applied by third-party channels.

8. Cancellation Policy

Cancellation must be requested exclusively at https://iagente.com.br/cancelamento and takes effect after the request is sent and confirmation is received by email.

Minimum notice: 30 calendar days between the request and the effective termination.

• If requested by the 5th day of the month: cancellation on the last day of that same month;
• If requested after the 5th day: cancellation on the last day of the following month.

Throughout the notice period, the services remain fully active and are charged in full.

Refund in the case of prepayment: A proportional refund of amounts paid in advance for the unused period is guaranteed. Limited to 50% of the amount actually paid, counting only full 30-day periods.

IAGENTE reserves the right to add, remove, or modify the rules and processes of the cancellation policy, seeking greater accuracy, privacy protection, and security.

9. Data Deletion

IAGENTE is not obliged to keep support conversation data after the contract ends. Users must export their data whenever it is of interest to them.

Exporting is free during the term of the contract and is done directly from the dashboard or through suporte@iagente.com.br.

After cancellation or termination for non-payment, data is kept for up to 30 days, during which it can be exported. After that period, deletion is permanent and irreversible, except in the cases of legal retention provided for in art. 16 of the LGPD.

10. Limitations of IAGENTE Liability

IAGENTE will not be liable for:

1. Failures, interruptions, unavailability, slowness, fluctuations, or errors from Meta, internet providers, BSPs, or integrated third parties;
2. Number blocking, rate limiting, quality ratings, or penalties from third parties;
3. Failures of the network, power, user equipment, browsers, operating systems, or technical environment beyond its control;
4. Misuse of the platform, breach of the terms, or entry of incorrect, unlawful, or fraudulent information;
5. Loss, unavailability, or temporary inaccessibility of data caused by external factors, fortuitous events, or force majeure;
6. Damage from integrations, APIs, applications, or third-party services;
7. Lost profits, loss of revenue, or indirect damages related to the use of the platform or the inability to use it;
8. Failures in execution that originate from the configuration parameters set by the user;
9. Violations of Meta policies or of the law by the content sent.

Users are responsible for keeping their own backups and must export their data within the periods set out in clause 9.

The user undertakes to immediately reimburse IAGENTE for fines imposed by WhatsApp, partners, or regulatory agencies for the violation of clauses or rules.

11. Integration with Third-Party Services

The administrator may, at their sole responsibility, integrate the platform with third-party services (WhatsApp Business, Instagram Direct, Facebook Messenger, Telegram, email providers, CRM, etc.), subject to the continued availability of the API, the request limit of the plan, and compatibility.

IAGENTE has no control over the rules, policies, deadlines, operation, prices, or continuity of those services.

IAGENTE is not liable if features become unusable because a third party prevents it, and will not grant reductions or suspend the enforceability of payments. Such situations include:

• Cancellation or suspension of the user account by the third party;
• Temporary or permanent technical unavailability;
• Closure or discontinuation of the third-party company.

12. Confidentiality

IAGENTE and the user undertake to keep confidential all technical, commercial, operational, administrative, strategic, and financial information, as well as data, documents, records, specifications, processes, code, files, reports, and client portfolios ("Confidential Information").

This obligation remains in force during use and for 5 years after the account is closed, regardless of the reason.

The following are not considered confidential:

• Information that was already public before disclosure;
• Information that became public through no fault of the recipient;
• Information whose disclosure is required by law, court decision, or government order.

Improper use, unauthorized reproduction, or breach of confidentiality may cause losses, allowing administrative, judicial, and out-of-court measures, without prejudice to full compensation for proven damages, and may lead to immediate suspension or termination of access.

13. Personal Data Protection and Information Security

IAGENTE and the user declare that all personal data will be handled in accordance with Lei nº 13.709/2018 (the LGPD, the Brazilian general data protection law) and applicable rules.

Decisions about the purposes and the means of processing the data entered or generated rest with the user. IAGENTE and the user qualify, respectively, as the processor and the controller of the data processed.

Processing by IAGENTE takes place exclusively to enable the operation, support, and running of the platform, according to the instructions of the user and the features of the platform.

The user is solely responsible for the processing of data, observing legal rules, ensuring the lawfulness of the legal bases, and answering for damages arising from irregular use.

Complaints and requests from data subjects (access, correction, objection, anonymization, or deletion) should preferably be handled by the user. If IAGENTE receives a request from a data subject, it forwards it to the user for review and response.

14. Minimum Service Level

The availability levels, the response times by severity, and the applicable credits are set out in the Service Level Agreement (SLA), which is incorporated into these Terms for all purposes.

In the event of any conflict between this clause and the published SLA, the SLA prevails.

The following supplement the SLA without conflicting with it:

• Interruptions shorter than 5 consecutive minutes are not counted as downtime;
• Interruptions caused by the user or by their own suppliers are not counted;
• Emergency situations intended to safeguard security or operational continuity are not counted.

IAGENTE may carry out scheduled interruptions without a discount, giving prior notice, preferably between 10 PM and 7 AM (Brasília time).

15. Intellectual Property

All rights to the platform, technologies, architectures, flowcharts, programs, code, algorithms, APIs, integrations, documentation, features, adaptations, improvements, and components remain the exclusive property of IAGENTE, even when developed in response to user requests. No rights will be transferred.

Users are granted only a limited, non-exclusive, non-transferable, and revocable license to use them under the conditions set out here. It does not confer ownership rights, access to source code, internal structures, confidential documentation, or the data of other clients.

Users are prohibited from:

• Creating works derived from or based on the services or the platform;
• Copying, reproducing, displaying, redistributing, or using the content, structure, design, layout, pages, screens, graphic elements, or any part of them without authorization;
• Carrying out, attempting, or facilitating reverse engineering, disassembly, decompilation, code extraction, improper access, or any act intended to discover the technical structure.

In the event of a violation of intellectual property rights, the infringer is subject to a fine of R$ 500.000,00 (five hundred thousand reais) as a minimum threshold, by way of a penalty clause (art. 416, parágrafo único, Código Civil), regardless of compensation for material and moral damages.

16. Term of These Terms

The terms, the Privacy Policy, and the other policies, as well as access and use, have an indefinite duration and remain in force for as long as the platform is active.

17. Channels for Communications

IAGENTE provides a support service to resolve operational questions related to the terms.

Channels: Support by email at suporte@iagente.com.br, by WhatsApp, and by telephone, during business hours (9 AM to 5 PM Brasília time, Monday through Friday, except holidays).

Users must use only the official channels for questions, suggestions, complaints, or requests related to personal data. Unauthorized external contacts (social networks, personal emails, unofficial phone numbers) are not considered valid for support, for the record, or for counting deadlines.

18. Good Faith and the Duty to Cooperate

The terms are drafted according to the principles of good faith and probity, free of any defect of consent. The parties declare that:

• The obligations and risks assumed are within their economic and financial means;
• They had prior knowledge of the content and an understanding of the obligations and risks, with adequate time for review;
• They have the powers and authority to govern the relationship under the terms, assuming all obligations.

19. Anti-Corruption Law

The user and IAGENTE declare that they are aware of Lei nº 12.846/2013 (the Brazilian Anti-Corruption Law) and applicable rules, and undertake to conduct their activities in compliance with the law in force, good faith, ethics, and integrity.

Neither party may offer, promise, pay, authorize the payment of, request, or accept, directly or indirectly, any undue advantage that would constitute corruption or a regulatory violation.

A violation of Lei nº 12.846/2013 may give rise to the appropriate measures, including suspension or termination of access, without prejudice to other legal measures.

20. General Provisions

Forbearance: Temporary non-enforcement of a clause does not constitute a waiver or a novation; it qualifies as forbearance.

Partial invalidity: If a provision is declared unenforceable or invalid, that does not affect the remaining clauses.

Compliance: IAGENTE and users undertake to comply with all applicable laws and regulations, to maintain anti-corruption practices, and to prevent conflicts of interest.

Amicable resolution: The parties will make an effort to resolve conflicts out of court. If the impasse persists after 15 days, they may go to court.

Non-exclusivity: The contract does not confer exclusivity, and IAGENTE may provide similar services to third parties.

Force majeure: The parties will not be liable for non-performance arising from fortuitous events or events of force majeure.

Marco Civil and LGPD: IAGENTE operates in accordance with the Marco Civil da Internet (Lei 12.965/14), the Brazilian internet framework law, and the Lei Geral de Proteção de Dados (Lei 13.709/18), detailed in the Privacy Policy.

21. Updates to These Terms

IAGENTE may unilaterally review, improve, modify, and update any clause. The most current version will be available on the platform.

The updated version applies from the moment it is published and may be communicated by any means (email, notifications on the platform, instant messages, pop-ups, direct communications). Continued use will be interpreted as full acceptance of the changes.

Any new feature that improves the service will be subject to the terms and to the Privacy Policy.

22. Governing Law and Venue

To settle any disputes arising from these terms, IAGENTE and the users elect the Foro Central da Comarca de Porto Alegre/RS (the central court district of Porto Alegre, Rio Grande do Sul, Brazil), waiving any other, and the laws of the Federative Republic of Brazil apply.