Terms of use

1. Services

Sales Flow combines multi-user WhatsApp customer service, CRM, automations and follow-ups, artificial intelligence features and ad reporting, with integrations with messaging channels (including the official WhatsApp Business API), social networks and other tools.

Features may vary by plan, version and active integrations. Third-party services may require the Customer's own credentials, approvals or subscriptions.

The Platform is intended for businesses and professionals, such as clinics, using it in the course of their business, and not for consumers.

2. Account and Customer responsibilities

The Customer must have the capacity and authority to contract on their own behalf or on behalf of the business they represent, and is responsible for:

• The accuracy of the account details.
• Keeping logins, passwords and API keys safe.
• Their team's use of the Platform.
• The setup of automations, flows, AI replies and messages sent.
• Complying with applicable law and the policies of integrated channels, including WhatsApp Business and Meta rules.

Irregularities such as spam, unauthorised lists, messages outside template rules or prohibited content may lead channel providers to limit or block the account. In such cases we may suspend use to avoid external sanctions.

3. Acceptable use

You must not: break the law (for example, data protection and electronic communications rules); infringe third-party rights; collect or use data without a legal basis; message people who have not agreed to be contacted; send unlawful, discriminatory, abusive or misleading content; reverse engineer the Platform, scrape it improperly or attack its security.

We may investigate breaches and take appropriate action, including suspending or closing the account.

4. Plans, prices and payment

• Subscriptions are monthly and paid in advance for each billing cycle, at the plan price published at the time of purchase or agreed in writing.
• On top of the subscription, each automation run by the Platform (webhook triggered, broadcast or follow-up sent) is charged per use, at the amount published on the pricing page.
• Template messages sent through the official WhatsApp API are billed by Meta directly to the Customer. We charge no commission on them.
• Non-payment may lead to suspension of access from the 5th day after the due date, without prejudice to collecting the amounts owed.
• Amounts paid are not refundable for partially used periods, unless the law provides otherwise.
• Taxes are borne by whoever the law designates.
• We may update prices and plans with reasonable prior notice, effective from the next billing cycle.

5. Changing plans

Upgrades take effect immediately or at the next cycle, depending on the commercial terms. Downgrades take effect at the next cycle and may reduce features and limits.

6. Third-party integrations

The Platform integrates with third-party services such as Meta (WhatsApp Business, Instagram, Facebook), Google and CRMs, which have their own terms and policies and may change them unilaterally.

The Customer is responsible for obtaining authorisations, numbers and templates and for following those services' rules. We are not liable for outages, rule changes, blocks or costs imposed by third parties.

7. Artificial intelligence

AI features (automatic replies, detection of contact details and lead temperature, audio transcription and others) generate content automatically and can make mistakes. The Customer sets the instructions, reviews the setup and is responsible for the messages sent on their behalf.

For these features, the necessary data is processed by AI providers we engage, under the same confidentiality and data protection obligations.

8. Data protection

Both parties comply with applicable data protection law, including the GDPR where it applies and Brazil's LGPD. In customer service flows, the Customer is the controller and Sales Flow is the processor, handling data on the Customer's behalf and following their instructions (Article 28 GDPR).

The Customer confirms they have a legal basis for their processing, including special categories of data such as patients' health data (Article 9 GDPR), and undertakes to respect data subjects' rights.

When the contract ends, we delete or return the data processed as a processor, except for backups and logs kept by legal obligation, for as long as strictly necessary. Details are set out in a data processing agreement (DPA), available on request. See the privacy policy for more information.

9. Content and intellectual property

The Customer's data, lists, messages, files, flows, prompts and templates remain the Customer's, who grants us a non-exclusive licence to process them solely to provide the services.

The Platform, its code, brands, layouts and documentation belong to Talker Flow Tecnologia and are protected by intellectual property rights. They may not be reproduced, modified or distributed without written permission.

10. Availability and support

We use commercially reasonable efforts to keep the Platform available and secure. Maintenance may take place, preferably outside peak hours.

Support is provided through the published channels and hours and may vary by plan.

11. Warranties and limitation of liability

The Platform is provided as is and as available. We do not guarantee specific business results, uninterrupted or error-free operation, compatibility with every third-party system or the absence of blocks by external providers.

Except in cases of wilful misconduct, gross negligence or mandatory law, our total liability for direct damages is limited to the amount paid by the Customer in the 3 months before the event. Indirect damages, loss of profit and loss of opportunity are excluded to the fullest extent permitted.

12. Indemnity

The Customer agrees to indemnify Sales Flow for losses, damages and costs arising from misuse of the Platform, breach of these terms, breach of the law or channel policies, and the content and data they provide.

13. Term, cancellation and termination

The contract runs indefinitely while a subscription is active, with no minimum term.

The Customer may cancel at any time, effective at the end of the current cycle. Amounts already paid are not refunded.

We may suspend or end access for non-payment, breach of these terms, legal order or risk to the security and stability of the service. When the contract ends, access stops and data is handled as described under "Data protection".

14. Notices

Operational notices may be sent to the registered email, through the dashboard or through support channels. Formal notices must be sent to contato@talkerflow.me.

15. Anti-corruption

Both parties comply with applicable anti-corruption laws and do not offer or request undue advantages. A breach of this clause allows the contract to be terminated.

16. Changes to these terms

We may update these terms to reflect legal, technical or commercial changes. Significant changes are notified with reasonable advance notice and apply from the next cycle or from the date stated in the notice. Continuing to use the Platform afterwards means accepting the new version.

17. General

If any clause is held invalid, the rest remain in force. The Customer may not assign these terms without our consent; we may assign them in a corporate reorganisation.

These terms are governed by Brazilian law and the courts of São Paulo (Brazil) have jurisdiction, without prejudice to mandatory rules that apply to the Customer in their country.