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 you create an account, activate an account or first use 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
| Term | Meaning |
|---|---|
| Platform | The Pipevoz software-as-a-service product, including its interfaces, APIs and associated infrastructure. |
| Customer | The individual or legal entity that contracts and uses the Platform. |
| End Users | Individuals who receive or make calls processed by the Platform on behalf of the Customer. |
| AI Voice Agent | An automated natural-language system that conducts phone conversations. |
| Content | Scripts, prompts, contact data, audio, transcripts and other materials submitted by the Customer. |
| Controller | The party that decides the purposes and means of personal-data processing under the LGPD. |
| Processor | The party that processes personal data on behalf of the Controller under the LGPD. |
| Data Subject | The natural person to whom processed personal data relates. |
3. Service Description
Pipevoz provides an AI voice-agent platform that allows the Customer to configure automated agents for phone calls, upload contact lists and scripts, monitor calls, access recordings, transcripts and analytics, and integrate the Platform with CRM systems and third-party tools through APIs.
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
The Customer must provide true, complete and updated registration information. 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.
5. Payment and Billing
Prices and commercial conditions are available on the pricing page.
5.1 Monthly plan
Monthly plan subscriptions are billed in advance and renew automatically each cycle. The Customer authorizes recurring charges to the registered payment method. If a payment fails, Pipevoz may notify the Customer and suspend access to the account after 5 days without regularization. Plan upgrades and downgrades take effect at the start of the next billing cycle.
5.2 Voice credits
Call usage is deducted from prepaid credits purchased by the Customer. Credits are not convertible into cash and are not refundable except where required by law. New accounts receive welcome credits under the policy in effect at the time.
5.3 Price changes and refunds
Pipevoz may adjust plan subscription and credit prices with 30 days' prior notice. Unless otherwise required by law or expressly agreed in writing, paid amounts are non-refundable.
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 contato@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'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
The Customer may terminate its account at any time through the settings panel or by email. Pipevoz may suspend or terminate accounts for non-payment, 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, privacy or data protection, contact contato@pipevoz.com.