Terms of Service

1. Acceptance

By accessing or using the Pipevoz platform, you ("Customer") agree to these Terms of Service ("Terms") and to our Privacy Policy. If you accept these Terms on behalf of a company or another legal entity, you represent that you have authority to bind that entity.

If you do not agree to these Terms, do not use the platform.

Acceptance occurs when the Customer activates an invited account, tops up prepaid Credits or first uses the service, whichever happens first. These Terms form a binding agreement between the Customer and Pipevoz under Brazilian law, including the LGPD and the Brazilian Consumer Protection Code when applicable.

2. Definitions

3. Service Description

Pipevoz provides an AI voice-agent platform that allows the Customer to configure automated agents for outbound and inbound calls, upload contact lists and scripts, monitor calls, access recordings, transcripts and analytics, create SMS and WhatsApp campaigns and automations, and integrate the Platform with CRM systems and third-party tools through APIs. When available, the Customer may also request on-demand agent and integration services.

Pipevoz is an infrastructure platform. The Customer is solely responsible for conversation content, call purposes and compliance with laws and rules applicable to its own activity.

We may add, modify or discontinue Platform features at our discretion. Material changes will be communicated with reasonable prior notice by email or inside the Platform.

4. Registration and Account

Accounts are created or released by Pipevoz and activated by the Customer through an invitation. The Customer must provide true, complete and updated information, including a CPF or CNPJ tax identifier as applicable. Using fictitious information or third-party data without authorization is prohibited.

The Customer is responsible for keeping account credentials confidential and for all activity performed through its account, including activity by authorized users and collaborators.

The Customer must notify Pipevoz immediately of any unauthorized account use or suspected credential compromise at contato@pipevoz.com.

Pipevoz may require identity, CPF, CNPJ or other supporting documents as a condition for account activation or maintenance. Legal-entity accounts must be activated by an authorized representative.

5. Payment and Billing

Commercial conditions, including prepaid top-up amounts and the unit prices for voice, SMS and WhatsApp, are set in the proposal agreed with the Customer before contracting. There is no public price list. No monthly plan subscription is required to operate the account: access works on demand, subject to available prepaid Credits.

5.1 Prepaid Credits

Use of the Platform is prepaid. The Customer tops up a Credits balance on the account. Each billed component (voice call, typically per minute; SMS per message; and WhatsApp per message) deducts from that balance according to the unit cost negotiated with the Customer and recorded in the applicable proposal or commercial addendum.

Topped-up Credits are added to the account balance after payment is confirmed and accumulate with any remaining balance. There is no monthly franchise that resets unused units between cycles. Balance is consumed as metered usage occurs, at the negotiated rates then in force for the account.

All Platform Credits, including those granted as promotions or issued as SLA credits, are final, non-transferable, not convertible into cash and non-refundable under any circumstances.

5.2 Included capacity and Extra Capacity

Every active account includes, at no extra charge, a base amount of simultaneous-call slots, WhatsApp channels and inbound numbers. Capacity beyond that base amount (Extra Capacity) is granted upon request to Pipevoz, under the commercial terms disclosed at the time of the request.

5.3 Payment methods

Top-ups of prepaid Credits and, when applicable, Extra Capacity may be paid by Pix, bank slip or card, subject to availability, through the payment partner. The Customer is responsible for keeping billing information current and paying each charge generated.

5.4 Insufficient balance

Metered operations (calls, SMS, WhatsApp messages) depend on sufficient prepaid Credits to cover the corresponding negotiated unit cost. If the balance is insufficient, the corresponding metered operation becomes unavailable until the Customer completes a new top-up or auto-recharge is successfully processed.

5.5 Price adjustments

Pipevoz may adjust negotiated unit prices, Extra Capacity fees and other metered items with 30 days' prior notice. Continued use after the new price becomes effective constitutes acceptance.

5.6 WhatsApp channel (unofficial connection)

The Customer may contract WhatsApp channels via QR-code pairing (an unofficial connection, outside Meta's WhatsApp Business API). Messages sent through a connected channel consume prepaid Credits at the negotiated WhatsApp unit price; the channel connection itself follows the terms of Section 5.2.

The Customer acknowledges and accepts that: this connection is not approved or supported by Meta/WhatsApp; the connected number may be blocked, suspended or banned by Meta at any time, without notice and for reasons outside Pipevoz's control; Pipevoz recommends using a secondary number, never the company's main support number; Pipevoz does not guarantee delivery, continuous availability or replacement of a banned number, and the SLA in Section 11 does not apply to this channel.

6. Permitted and Prohibited Use

The Customer may use the Platform only for lawful purposes, including customer service automation, sales, lead qualification, scheduling and collections, subject to applicable rules.

The Customer must not use the Platform for spam, abusive telemarketing, fraud, phishing, social engineering, extortion, unlawful collection or processing of personal data, malicious voice deepfakes, unauthorized access, reverse engineering, resale without authorization, intentional overload of infrastructure or processing of minors' personal data without required safeguards.

Violation of this clause may result in immediate suspension, termination and civil or criminal liability.

7. Responsible Use of AI Voice Agents

The Customer is solely responsible for the conduct of voice agents configured in its account, including scripts, call purposes and data collected.

Before contacting individuals, the Customer must ensure an adequate legal basis for the contact, inform recipients where required about automated AI calls and comply with applicable "do not call" lists and sector-specific rules.

The Customer must not configure agents to deny, when directly asked, that they are automated systems. Pipevoz recommends that agents identify themselves as AI assistants at the start of the call.

The Customer is responsible for providing adequate legal notice regarding call recording and for assessing stricter requirements when calls involve sensitive data.

8. User Content

The Customer retains all ownership rights over Content submitted to the Platform. By submitting Content, the Customer grants Pipevoz a limited, non-exclusive, non-transferable and revocable license to process, store and transmit the Content solely to provide the contracted services.

Pipevoz does not use Customer Content to train proprietary AI models without the Customer's express written consent.

The Customer represents that it has all rights needed to use the Content in the Platform and that such use does not violate third-party rights or applicable law.

9. Intellectual Property

The Pipevoz Platform, including software, AI models, interfaces, trademarks, logos and documentation, is owned exclusively by Pipevoz or its licensors. These Terms do not transfer any intellectual-property rights to the Customer.

The Customer receives only a limited, non-exclusive, non-sublicensable and revocable license to use the Platform during the subscription term.

10. Personal Data and LGPD

For LGPD purposes, the Customer is the Controller of End Users' personal data processed through the Platform, and Pipevoz acts as Processor, processing data on behalf of and under the Customer's instructions.

The Customer is responsible for ensuring a proper legal basis, informing data subjects and responding to data-subject requests. Pipevoz processes data according to the Customer's instructions, adopts appropriate security measures and notifies the Customer of relevant incidents.

Customers that need a formal controller-processor agreement may request a DPA at lgpd@pipevoz.com.

11. SLA and Support

Pipevoz aims to keep the Platform available 99.5% monthly, excluding scheduled maintenance, third-party incidents and Customer misuse. Support is provided through contato@pipevoz.com.

Service credits, when applicable, are the Customer's sole remedy for unavailability, except in cases where liability cannot be limited by law.

12. Disclaimers and Limitation of Liability

The Platform is provided "as is" and "as available". To the maximum extent permitted by law, Pipevoz makes no warranties that the Platform will be error-free, uninterrupted or fit for a specific purpose.

Pipevoz is not responsible for conversations conducted by agents configured by the Customer or for business decisions made based on analyses or transcripts generated by the Platform.

Pipevoz is not liable for any blocking, suspension, ban or other restriction applied by Meta/WhatsApp to a number connected via the unofficial integration (Section 5.7), nor for any losses arising from such restriction, even if it affects the Customer's operation.

Pipevoz's total liability for direct damages is limited to the amount paid by the Customer in the 3 months immediately preceding the event that gave rise to the claim. Pipevoz is not liable for indirect, incidental, punitive or consequential damages.

13. Suspension and Termination

Cancellation by the Customer. Requests to cancel Extra Capacity or terminate the account must be submitted to contato@pipevoz.com. Account termination does not refund prepaid Credits already purchased, per Section 5.1.

Remaining Credits. Used and unused Credits remain subject to Section 5.1 and are final, non-transferable, not convertible into cash and non-refundable under any circumstances, including after cancellation or account termination.

Insufficient balance. When prepaid Credits run out, the corresponding metered operations (calls, SMS or WhatsApp messages) become unavailable until the Customer completes a new top-up, per Section 5.4.

Suspension for violation. Pipevoz may suspend or terminate accounts for material breach, unlawful use, security risk or order by a competent authority.

If Pipevoz decides to discontinue the service, it will provide at least 90 days' prior notice whenever reasonably possible.

14. Retention After Termination

After account termination, Pipevoz retains Customer data for the periods stated in the Privacy Policy to comply with legal obligations, resolve disputes and allow data export for a limited period.

Call recordings are retained for 90 days from the call date and then automatically deleted, regardless of account status.

15. Changes to the Terms

Pipevoz may update these Terms from time to time, with at least 30 days' prior notice for material changes. Continued use after the new terms become effective constitutes acceptance.

16. Governing Law and Venue

These Terms are governed by the laws of the Federative Republic of Brazil. The parties elect the courts of São Paulo/SP, Brazil, except where consumer-protection rules require another venue.

17. Contact

For questions about these Terms, contact contato@pipevoz.com. For LGPD and data-protection matters, contact lgpd@pipevoz.com.