Terms of use

1. Acceptance of the terms

By accessing, subscribing to, creating an account, testing or using any Tolv service, you state that you have read, understood and agree to these Terms of Use and to the Privacy Policy.

If you do not agree with any condition, do not use the services. Continued use after changes are published on this site will be considered acceptance of the updated version.

2. Who may use the services

Tolv solutions are intended for private companies and individuals in Brazil or in countries with which Brazil maintains commercial relations, subject to the commercial, tax, technical and legal conditions applicable to each subscription.

We do not serve direct or indirect public administration, government agencies, public companies, mixed-capital companies or organizations subject to public bidding. Tolv does not participate in bidding processes.

Tolv may validate registrations, trial accounts and paid accounts. Registrations with invalid, incorrect or incomplete data, nonexistent CPF or CNPJ, invalid phone or email, websites incompatible with applicable law or activities considered inappropriate may be refused, deactivated or terminated.

3. Trial accounts and subscription

Tolv may offer 7-day trial accounts for platform evaluation. Available limits and features may vary according to the solution, campaign or plan.

A trial account is granted for service evaluation. Commercial, intensive, abusive or incompatible use may result in account blocking or termination.

4. Customer responsibilities

The customer is responsible for registered information, users created in the account, granted permissions, inserted content, settings and platform use by its team.

Logins, passwords, tokens, API keys and other credentials are individual, confidential and non-transferable. Improper credential sharing may result in suspension, blocking or termination of access.

The customer is also responsible for messages sent, commercial promises, offers, its own support, exchange, return, cancellation and relationship policies, and for compliance with rules applicable to its sector.

5. Acceptable use

It is forbidden to use Tolv for illegal, fraudulent, abusive, discriminatory or offensive activities, or for activities that violate third-party rights or harm the security, stability or reputation of the platform.

• impersonating people or companies, creating false accounts or falsely claiming representation;
• sending spam, unsolicited messages, malicious content, fraudulent links or dangerous files;
• collecting, processing or sharing personal data without a legal basis or appropriate authorization;
• attempting to access accounts, data, systems, APIs or environments without permission;
• reverse engineering, copying, reselling, sublicensing or commercially exploiting the platform without Tolv authorization;
• using automation, integrations or AI agents for illegal or misleading practices or practices that violate consumer, data subject or third-party rights.

6. Content, automation and AI features

The customer is responsible for content, knowledge bases, prompts, flows, automation, integrations, answers and data configured in its account.

Automation and AI features must be configured, supervised and reviewed by the customer according to its support, sales and service context. Tolv provides the technology, but does not replace the customer’s operational, legal, commercial or technical responsibility.

Answers, suggestions, analyses, classifications, summaries, assisted decisions and automated actions generated with AI support may contain inaccuracies, limitations, omissions or unexpected results. The customer must review and validate these features, especially in sensitive interactions, business decisions, external communications, automated flows or critical processes.

7. Data, privacy and security

Use of the services involves personal data processing. General rules on collection, use, storage, sharing, security and data subject rights are described in the Privacy Policy.

Tolv adopts technical and administrative measures to protect its services, but no digital platform is immune to risk. The customer must also maintain good security, access management and data governance practices.

8. Support, maintenance and availability

Tolv may perform maintenance, updates, fixes, improvements, infrastructure adjustments and service changes. Whenever possible, relevant communications will be made through available channels.

Tolv seeks to keep services available and functional, but does not guarantee uninterrupted operation, absence of failures, delays, unavailability, loss of connectivity or interruptions. Unless specifically contracted in writing, there is no SLA, minimum uptime or maximum resolution time guarantee.

Third-party services such as messaging providers, WhatsApp/Meta, email, payment gateways, AI models, cloud infrastructure, external APIs, integrated channels and analytics tools may affect availability, deadlines, prices, limits, features or operation of parts of the platform.

Tolv is not responsible for blocking, suspension, instability, policy changes, rejections, sending limits, failures, charges, unavailability or decisions made by third parties responsible for channels, integrations, infrastructure, AI models, payment methods or external services.

9. Usage limits, plans and fair use

Plans and features may have technical, commercial or operational limits, including users, agents, messages, tickets, contacts, storage, credits, API calls, integrations, automation, channels, reports, queues, departments or other items described in the offer, proposal, pricing table or administrative area.

Intensive, abusive, automated use, use incompatible with the subscribed plan, or use that may affect platform stability, security, cost or performance may result in limitation, suspension, additional charges, required plan migration or account termination.

Features, limits, prices, availability and commercial terms may be updated by Tolv with reasonable prior notice, respecting specific conditions already contracted for a paid period when applicable.

10. Payments, suspension and termination

Plans, charges, activations, monthly fees, due dates, invoices, bank slips and PIX follow the Payment methods page and the contracted commercial terms.

Tolv may suspend or terminate access due to non-payment, violation of these Terms, abusive use, security risk, legal order, customer request or impossibility of maintaining the contractual relationship.

11. Customer cancellation

The customer is responsible for formally requesting cancellation if it stops using Tolv services or does not wish to renew the subscription.

The cancellation request must be sent to financeiro@tolv.io and will only be considered completed after Tolv confirms it through the financial channel.

Tolv does not monitor whether the customer is using the platform to presume cancellation, voluntary suspension or discontinuation. Lack of use, access, messages, interactions or settings does not replace a formal cancellation request.

There will be no refund, restitution, discount or credit for paid or due amounts when the customer stops using the platform without requesting cancellation through the indicated channels and waiting for confirmation.

12. Data export, retention and deletion

Before cancellation, closure, definitive suspension or termination of the contractual relationship, the customer is responsible for exporting, copying or preserving data, history, reports, contacts, tickets, content and other information it wishes to keep.

After account closure, data may be deleted, anonymized, blocked or retained for the period necessary to comply with legal, tax, regulatory, contractual, security, audit, fraud prevention, billing or regular rights exercise obligations.

Tolv does not guarantee permanent availability of data, reports, attachments, histories or settings after subscription closure, confirmed cancellation, prolonged non-payment suspension or deletion required by law or operational policy.

13. Intellectual property

The platform, brands, layout, code, interfaces, institutional content, materials, images, videos, texts, documentation and other Tolv elements are protected by intellectual property rights.

These Terms do not transfer intellectual property to the user. The subscription grants only a limited, revocable, non-exclusive and non-transferable right to use the services during the subscription term.

14. Official communications

Tolv may send operational, commercial, financial, legal, security, billing, maintenance, plan change, suspension, cancellation or terms update communications by email, chat, platform panel, financial portal, phone, WhatsApp or other channels provided by the customer.

The customer is responsible for keeping registration data, financial contacts, administrative emails and communication channels updated. Messages sent to registered contacts will be considered valid communications for operational and contractual purposes.

15. Indemnity for misuse

The customer agrees to indemnify and hold Tolv harmless from losses, damages, costs, expenses, claims, charges, assessments or third-party demands arising from misuse of the platform, violation of these Terms, legal non-compliance, inserted content, sent messages, spam, channel abuse, irregular data processing, incorrect settings, customer integrations or violation of third-party policies.

16. Limitation of liability

Tolv will not be liable for indirect damages, lost profits, lost opportunities, interruptions caused by third parties, improper use of the platform, incorrect settings, content inserted by the customer or decisions made based on data, reports, automation or answers generated in the customer environment.

Nothing in these Terms limits rights legally guaranteed to consumers or data subjects when applicable.

17. Changes and venue

Tolv may update these Terms to reflect legal, operational, technical or commercial changes. The current version will always be published on this site.

The courts of Porto Alegre, State of Rio Grande do Sul, Brazil, are elected to resolve disputes related to these Terms, except where mandatory legal rules provide otherwise.

18. Contact

Questions about these Terms may be sent through the website contact form, Tolv chat or the commercial and financial channels indicated during subscription.