Privacy Policy

Controller Identification

Legal name: HISEN AI DESENVOLVIMENTO DE SOFTWARE LTDA

CNPJ (Brazilian company ID): 68.558.722/0001-08

Address: Rua Pais Leme, 215 — São Paulo/SP, CEP 05.424-150, Brazil

Business phone: +55 12 99720-6697

Email / DPO: comercial@hisen.ai

Product: Hisen AI — a SaaS platform of AI agents for customer service and sales, communicating through the WhatsApp Business Platform (Meta).

1. Information we collect

We collect different types of information to provide and improve our services:

• Registration data: name, email, phone number, company details (legal name, address, CNPJ, industry), and login credentials.
• Contact data: names, WhatsApp numbers, conversation history, appointments, and assigned tags, provided by you or generated while serving your contacts.
• Usage data: platform usage metrics, credit consumption, AI agent execution logs, and interactions with the interface.
• Technical data: IP address, browser type, operating system, and session cookies.
• Payment data: processed by third-party providers (e.g., Stripe); we do not store full credit card details.

2. How we use your information

We use the data we collect to:

• Provide, operate, and maintain the Hisen AI platform;
• Run AI agents that talk to your contacts via WhatsApp;
• Process appointments, reminders, and relationship campaigns;
• Personalize the experience and generate performance reports;
• Process payments and manage subscriptions;
• Send operational, technical, and support communications;
• Comply with legal and regulatory obligations.

3. Data sharing

We do not sell your data. We may share information only with:

• Infrastructure providers: Supabase (database and authentication), hosting providers, and CDNs.
• AI providers: APIs for the large language models (LLMs) used by the agents, with transmission limited to the context needed to generate a response.
• WhatsApp Business API (Meta): to send and receive messages in compliance with Meta's official policies.
• Payment processors: to bill subscriptions and credits.
• Authorities: when required by law, court order, or a request from a competent authority.

If we receive requests from public authorities, we will assess the lawfulness of the request, provide only the minimum information necessary, challenge requests that lack a legal basis, and keep a documented record of each request and our response, in accordance with the LGPD.

4. Use of the WhatsApp Business Platform (Meta)

Hisen AI is officially integrated with the WhatsApp Business Platform (Cloud API) provided by Meta Platforms, Inc. By using the service, you acknowledge and agree that:

• Messages exchanged with your contacts pass through Meta's infrastructure and are subject to the WhatsApp Business Policy.
• Mandatory opt-in: we only send business-initiated messages to contacts who have given prior, free, informed, and unambiguous consent to receive WhatsApp communications from the business using Hisen AI.
• Opt-out: any contact may ask to stop receiving messages at any time by replying "STOP" (or its Portuguese equivalents, "SAIR" or "PARAR") or a similar word, or by asking the business directly. The request is logged and honored immediately.
• Message categories: we use Meta-approved templates for utility messages (reminders, appointment confirmations), authentication messages, and marketing messages, depending on the purpose.
• We do not use conversation content to train third-party AI models without a legal basis and a compatible purpose.

5. Storage and security

Data is stored on secure servers with encryption in transit (TLS) and at rest. We apply Row-Level Security (RLS) policies to isolate each customer's data. Despite best practices, no system is 100% immune to risk; if a security incident occurs that may affect you, we will notify you promptly, as required by the LGPD.

6. Data retention

We keep your data for as long as your account is active or as needed to provide the services. After your account is deleted, we may retain information for additional periods to comply with legal or tax obligations or to resolve disputes.

7. Your rights (LGPD)

You may request, at any time:

• Confirmation that your data is being processed;
• Access to, correction of, or updating of your data;
• Anonymization, blocking, or deletion of unnecessary data;
• Portability of your data to another provider;
• Information about the parties with whom your data has been shared;
• Withdrawal of consent.

Requests, including data deletion requests, can be sent to comercial@hisen.ai. We respond within the legal deadline of up to 15 (fifteen) days.

8. Cookies

We use essential cookies to keep your session signed in and analytics cookies to understand how the platform is used. You can manage cookies in your browser settings, but disabling essential cookies may affect functionality.

9. Your contacts' data

As a Hisen AI customer, you are the controller of the data of your contacts, leads, and customers. We act as the processor of that data, processing it solely according to your instructions and for the contracted purpose. We recommend that you maintain your own privacy policy for your contacts.

10. Minors

The platform is intended for professionals and businesses. We do not knowingly collect data from individuals under 18 as platform users.

11. Changes to this policy

We may update this Privacy Policy from time to time. The current version will always be available on this page, with the date of the last update shown at the top. Material changes will be communicated by email or through the platform.

12. Contact

For questions about this policy or the processing of your data, or to exercise your rights, contact our Data Protection Officer (DPO):