Terms of Service

Service Provider Information

Legal name: HISEN AI DESENVOLVIMENTO DE SOFTWARE LTDA

CNPJ (Brazilian company tax 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: 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. Definitions

• Platform: the Hisen AI software, including web applications, APIs, integrations, and AI features.
• Customer: the legal entity or self-employed professional that subscribes to the Service.
• User: any person authorized by the Customer to access the Platform.
• Contact: a natural person whose data is processed by the Customer through the Platform (e.g., leads and customers).
• WABA: WhatsApp Business Account, the official account provided by Meta for sending and receiving messages.

2. Registration and account

To use the Service, you must create an account by providing true, complete, and up-to-date information. You are responsible for:

• Keeping your credentials (email, password) confidential and secure;
• All activity carried out under your account or under the accounts of invited Users;
• Notifying us immediately if you suspect any unauthorized use.

We reserve the right to refuse registrations and to suspend or terminate accounts that violate these Terms.

3. License to use

We grant you a personal, limited, non-exclusive, non-transferable, and revocable license to use the Platform in accordance with these Terms and your subscribed plan. This license does not give you any ownership rights in the Platform's software, trademarks, source code, design, documentation, or content.

4. Use of the WhatsApp Business Platform (Meta)

The Platform is officially integrated with the WhatsApp Business Platform provided by Meta Platforms, Inc. By using this feature, you agree to comply, in addition to these Terms, with the following:

• The WhatsApp Business Policy;
• The WhatsApp Business Terms of Service;
• Obtain prior, freely given, informed, and unambiguous opt-in from each Contact before sending business-initiated messages;
• Promptly honor opt-out (unsubscribe) requests made by Contacts;
• Use only Meta-approved templates for utility, authentication, and marketing messages;
• Not use the Platform to send spam or content that is misleading, fraudulent, discriminatory, or that infringes the rights of third parties.

Failure to comply with these rules may result in Meta immediately suspending the WABA number and/or in termination of the Service without prior notice.

5. Prohibited conduct

The Customer and Users are expressly prohibited from:

• Using the Platform for unlawful, fraudulent, or immoral purposes;
• Reverse engineering, decompiling, or attempting to access the source code;
• Compromising the security, integrity, or availability of the Service (e.g., DDoS attacks, injection, abusive scraping);
• Reselling, sublicensing, or commercially exploiting the Service without authorization;
• Sending content that infringes the copyrights, image rights, or intellectual property of third parties;
• Sending communications without the recipient's proper consent (LGPD, Brazil's General Data Protection Law, and the WhatsApp Business Policy).

6. Plans, credits, and payments

• The Service is sold through monthly subscription plans and/or pay-as-you-go credit packs, at the prices published on the Platform;
• Credits have an individual expiration period stated at the time of purchase and are consumed by operations such as sending messages, running AI agents, and processing media;
• Payments are processed by third-party providers (e.g., Stripe). Failed payments may result in immediate suspension of access;
• Unless otherwise required by law, amounts paid are non-refundable once the service has been provided or the credits have been consumed;
• We reserve the right to adjust prices with 30 (thirty) days' prior notice.

7. Data protection (LGPD)

When processing Contacts' personal data, we act as the processor and the Customer acts as the controller, under Article 5, items VI and VII, of the LGPD. The Customer is responsible for establishing the appropriate legal bases (consent, performance of a contract, legitimate interest, among others), providing a privacy notice to its Contacts, and handling data subject requests. For details on how data is processed, see the Privacy Policy.

8. Intellectual property

All rights in the Platform, the "Hisen AI" brand, logos, layouts, icons, source code, databases, and documentation are owned exclusively by HISEN AI DESENVOLVIMENTO DE SOFTWARE LTDA or its licensors. Content generated by the Customer (messages, contacts, documents) remains the Customer's property, and the Customer grants us only the non-exclusive license necessary to provide the Service.

9. Availability and support

We strive to keep the Platform available 24/7, but we do not guarantee uninterrupted or error-free operation. Scheduled maintenance windows will be announced whenever possible. Technical support is provided through our official channels during business hours (Monday to Friday, 9 a.m. to 6 p.m., Brasília time).

10. Limitation of liability

To the fullest extent permitted by applicable law:

• We are not liable for lost profits, loss of opportunity, or indirect, incidental, or consequential damages;
• We are not liable for failures, outages, or blocks caused by external providers (Meta/WhatsApp, payment processors, hosting infrastructure);
• Our total aggregate liability will not exceed the amount actually paid by the Customer in the 3 (three) months preceding the event that gave rise to the claim.

11. Term and termination

These Terms remain in effect for an indefinite period from the date of acceptance. Either party may terminate the agreement at any time upon notice. In the event of a violation of these Terms, Meta's policies, or applicable law, we may immediately suspend or terminate access, without prejudice to any appropriate legal action. After termination, data may be deleted in accordance with the Privacy Policy.

12. Changes to these Terms

We may update these Terms 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 with reasonable advance notice. Continued use after the changes take effect constitutes tacit acceptance.

13. Governing law and venue

These Terms are governed by the laws of the Federative Republic of Brazil. The courts of the Judicial District (Comarca) of São Paulo/SP are elected to settle any disputes arising from these Terms, with express waiver of any other venue, however privileged it may be.

14. Contact

Questions, requests, or notices related to these Terms should be sent to: