Terms of Use

By accessing, registering for or using the Cenvia platform (the "Platform"), you agree to these Terms of Use (the "Terms"). If you do not agree with any part, do not use the Platform.

Cenvia is operated by Ohanax, a brand of Metav Tecnologia da Informação Ltda (the "Company", "we" or "our"), CNPJ 41.546.982/0001-07. These Terms constitute a legal agreement between you (the "User" or "you") and the Company.

Cenvia is an omnichannel customer service platform that offers:

• A single inbox for conversations from the WhatsApp Business Cloud API, Messenger, Instagram and Telegram
• Multiple agents on the same number, with queues, departments and transfers between them
• Complete service history kept within the company, not on the employee's device
• Configurable automation flows, with menus, conditions, service hours and campaign dispatch by approved template
• Artificial intelligence features: an agent that answers within the flow, a text copilot for the agent, monitors that observe conversations and a knowledge base with search
• Response time control (SLA), with alerts to the agent and the supervisor
• Satisfaction survey, closing reason recording and supervision reports
• Audit trail of the actions performed on the platform
• API for integrations and sending messages from partner systems

3.1 Requirements

• Be at least 18 years old
• Be an authorized representative of the company for which you will use the Platform
• Provide true and accurate information at registration
• Keep access credentials confidential
• Notify us immediately of any unauthorized use

3.2 Authentication

Access is through Authify, Ohanax's identity service. You are responsible for the security of the credentials used.

3.3 Responsibility for the account

You are responsible for all activities carried out on your account, including actions performed by flows, automations and AI agents that you configure. The Company is not liable for losses resulting from unauthorized use of your account.

4.1 Billing

• Subscriptions and credits are processed by Billify, Ohanax's billing service
• Billing of the subscription is recurring until cancellation
• Features that consume external services — artificial intelligence, SMS and score lookups — have no separate charge: they consume the credits in the wallet, described in sections 4.4 to 4.7
• Subscription prices are adjusted according to section 4.3

4.2 Cancellation and refund

• You may cancel the subscription at any time in the Platform settings
• Access continues until the end of the period already paid
• Refunds are evaluated case by case, in accordance with our policy

4.3 Price adjustment

• Subscription amounts are adjusted once every 12 months, counted from the contract start date (contract anniversary)
• The index is the IPCA/IBGE accumulated over the 12 months preceding the anniversary
• If the accumulated index is negative, the price is maintained — there is no adjustment up or down in that cycle
• We announce the new amount at least 30 days in advance, by email or through the Platform
• During the first 12 months of the contract, the subscription price does not change
• Only amounts that depend on third parties and are charged by usage are excluded from this index — such as the fees charged by Meta per message or template —, which follow the respective supplier's price list; consumption of the credit wallet, whose prices follow the current table described in section 4.7; and the creation or change of taxes levied on the service

4.4 Credit wallet

• Each company has a credit wallet. 1 credit equals R$ 1.00
• The plan includes credits per period: 10 credits on the monthly plan and 120 on the annual plan. Plan credits expire at the end of the period they belong to and are used before one-time credits
• The company may buy one-time credits in packages, in Settings → Costs. One-time credits do not expire. There is no automatic top-up: the wallet only receives credits when the company buys a package or when the plan grants them

4.5 What consumes credits

• Artificial intelligence: the AI agent, AI-powered automations, the AI Observer (conversation monitors), the agent's copilot and the ads assistant
• SMS carrying the Cenvia Web access code
• Credit score lookups for a CPF or CNPJ
• Messages sent through Cenvia Web, when billing for those messages is turned on
• Knowledge base search itself does not consume credits; the AI that rewrites the question or writes the answer, when used, does

4.6 Zero balance

• When the balance reaches zero, AI, access SMS, Cenvia Web messages and score lookups stop working together and resume on their own as soon as the wallet receives credits
• With AI stopped, the conversation it was handling passes to a person on the team: no customer is left without an answer
• The balance never goes negative. There is no debt and no grace period
• If a fixed-price call — SMS, score lookup or Cenvia Web message — fails, the amount debited is refunded to the wallet

4.7 Consumption prices

• The prices per AI token, per SMS and per score lookup are not set in this document, because they may change. The current table is in Settings → Costs, which the Platform reads from the system and keeps up to date
• AI is charged in credits per million tokens, input and output, converted at the selling-rate US dollar quotation (PTAX) of the Central Bank of Brazil for the day
• A new price applies from the moment it appears in the table, and only to consumption from then on: what has already been consumed is not recalculated

5.1 You agree to

• Use the Platform only for lawful and authorized purposes
• Respect Meta's policies, in particular the WhatsApp Business Policy and the rules on commercial messaging
• Have authorization to manage the numbers, pages and accounts you connect
• Obtain and be able to prove people's consent (opt-in) before sending them proactive messages
• Offer and respect the opt-out request of anyone who no longer wishes to be contacted
• Comply with the LGPD with respect to your customers' data processed on the Platform

5.2 You must not

• Send spam, unsolicited mass messages, harassment or abusive content
• Import contact lists obtained without consent
• Violate the policies of the connected channels or attempt to circumvent them
• Publish or send content that is illegal, defamatory, discriminatory or that violates third-party rights
• Present an artificial intelligence agent as if it were a human person when this misleads the customer in a relevant way
• Attempt to access systems or data of other companies on the Platform
• Reverse engineer, decompile or attempt to extract the source code
• Resell or redistribute the service without authorization

Meta channel rules that apply regardless of the Platform:

• Outside the 24-hour window since the customer's last message, it is only possible to send a template approved by Meta
• Approval of a template is Meta's decision; we cannot guarantee it or predict a timeframe
• Campaign dispatch to a contact list is triggered by you, and responsibility for each recipient's opt-in is yours

You are solely responsible for the content of the templates, the contact base you use and the consequences of the dispatch.

7.1 Nature of the feature

The Platform offers an AI agent in the flow, a text copilot for the agent, conversation monitors and knowledge base search. Responses are generated automatically by a language model and may contain inaccuracies.

7.2 Your responsibility

• Define where automation operates, what it may say and when to transfer to a person
• Review the content of the knowledge base that feeds the responses
• Check, before sending, the text suggested by the copilot
• Monitor the operation of the automations you configure

7.3 Language model provider

The Platform's artificial intelligence is provided by the Company: you do not choose a provider or register an API key. Each call goes directly to DeepSeek or through OpenRouter (United States), an intermediary that routes it to language model providers contracted through it, among which may be DeepSeek and OpenAI. These providers may be outside Brazil. To generate each response, the necessary text is sent to these providers after the automatic masking of CPF, phone number and email described in the Privacy Policy (section 5). By using the AI features, you agree to this sending. Using AI consumes credits from the wallet (section 4.5).

7.4 Record of AI calls

So that you can check what the AI did with your wallet's credits, each AI call charged to it is recorded with what the AI received and what it answered, with CPF, phone number and email masked as they were sent to the provider (section 7.3). The record is kept for 90 days and deleted automatically. Your company's administrators can see it, and supervisors can see it for the conversations in their departments; every access goes to the audit trail. Calls made by the ads assistant are not recorded. Ohanax handles this record as a processor, under section 12.

To receive and send messages, the Platform needs a connection to your Meta accounts. By connecting them, you:

• Authorize Cenvia to send and receive messages on behalf of your company
• Confirm that you have authorization to manage those numbers, pages and accounts
• Understand that the credentials are stored in encrypted form

You may revoke access at any time by disconnecting the channel in the settings.

9.1 Guaranteed availability

We guarantee that the Platform will be available at least 99.5% of the time in each calendar month.

The Platform is considered unavailable when, due to a failure under the Company's responsibility, users cannot access the system or the Platform cannot receive or send messages through the connected channels, for more than 5 consecutive minutes. Verification is performed by automatic monitoring, every minute.

Calculation: Availability (%) = (minutes in the month − minutes of unavailability) ÷ (minutes in the month) × 100. The periods listed in 9.3 are not counted.

9.2 Price reduction (credits) in case of non-compliance

If availability in the month falls below 99.5%, the Company grants a credit on that month's monthly subscription amount, according to the table:

• The credit is deducted from the next invoice, with no need for negotiation
• To receive it, simply request it by the support email within 30 days after the end of the affected month; the Company may also grant it on its own initiative
• The credit for a month is limited to 30% of that month's monthly fee
• If availability falls below 95.0% in two consecutive months, or in three months within 12, the customer may terminate immediately, without penalty, with a proportional refund of the period already paid and not used
• Upon request, the Company sends the month's availability report

9.3 What does not count as unavailability

• Scheduled maintenance, announced at least 48 hours in advance, preferably performed between 11 p.m. and 6 a.m. (Brasília time) and limited to 4 hours per month
• Failures of third-party channels — WhatsApp Business Platform, Messenger, Instagram and Telegram, operated by Meta and Telegram —, including suspension, restriction or banning of numbers and accounts applied by them
• Failures of the external artificial intelligence providers described in section 7.3 that affect only the AI features, without preventing access to the Platform or the receiving and sending of messages through the connected channels
• Problems with the customer's internet, network, equipment or systems
• Use in violation of these Terms, or suspension applied for that reason
• Features identified as beta or in testing
• Fortuitous events or force majeure

During failures of Meta or other channels, the Company follows the incident, opens a ticket with the supplier when appropriate and keeps the customer informed.

10.1 Channels and hours

• WhatsApp and phone: 0800 987 9009
• Email: hello@ohanax.com
• Human support hours: Monday to Friday, 8 a.m. to 8 p.m. (Brasília time), except national holidays
• 24-hour, 7-days-a-week on-call coverage, including weekends and holidays, exclusively for Severity 1 incidents (defined below), triggered through 0800 987 9009

10.2 Deadlines by severity

• Deadlines count from the opening of the ticket through one of the channels above; "business hours" are the hours within human support hours
• In Severity 1, the customer receives an update at least every 1 hour until restoration; in Severity 2, every 4 business hours
• "Restoration or workaround" means operating again, even through a temporary solution; the permanent fix, when necessary, is handled afterward and communicated to the customer
• Severity is defined when the ticket is opened and may be reclassified by mutual agreement
• When the cause lies in a third-party channel (section 9.3), the restoration deadline is suspended while it depends on the supplier, with updates to the customer maintained

• Conversation history (text) and contacts: no limit on quantity and no expiration period while the contract is active. History is only deleted by decision of the subscribing company itself or at the end of the contract, within the periods in the Privacy Policy
• Files (photos, videos, audio, documents from conversations and the knowledge base): allowance of 50 GB per company, included in the subscription
• On reaching 80% of the allowance, the Company notifies the administrator. Above the allowance, each additional 50 GB block costs R$ 20.00 per month, charged only after notice to the customer
• No data is deleted or blocked for reaching the allowance
• The maximum size of each file exchanged in conversations follows the limit of each channel, set by Meta or Telegram
• Export: the administrator may export contacts and conversations in a structured format at any time during the contract
• Backups: made regularly and retained for up to 90 days

With respect to the conversations, phone numbers and files of the people your company serves, you are the controller and Ohanax is the processor, processing that data according to your instructions. It is up to you to:

• Have a legal basis to process that data
• Inform your customers how their data is used
• Handle the requests for access, correction and deletion that they make
• Define for how long the history must be kept

Details in the Privacy Policy, section 2.

13.1 Our rights

Cenvia, including code, design, trademarks and logos, is the property of Metav Tecnologia da Informação Ltda or its licensors. You receive a limited, non-exclusive and non-transferable license to use the Platform, according to the plan subscribed.

13.2 Your content

You retain ownership of all content you send to the Platform — messages, files, contacts, knowledge base and settings. By using the service, you grant us a limited license to:

• Process that content to provide the service
• Store it and keep it in backup
• Use aggregated and anonymized data, from which it is not possible to identify people or your company, to improve the product

We do not use the content of your conversations to train artificial intelligence models.

14.1 Disclaimer of warranties

Subject to the availability, support and storage commitments of sections 9, 10 and 11, the Platform is provided "as is" and "as available". We do not guarantee that:

• The service will be error-free
• The APIs of Meta and other channels will remain available, stable or with the same rules
• Message templates submitted will be approved by Meta
• AI-generated content will be accurate or suitable for every case

14.2 Limitation of damages

To the maximum extent permitted by law, the Company will not be liable for:

• Indirect, incidental, special or consequential damages
• Loss of profits or business opportunities
• Restriction, suspension or banning of numbers and accounts applied by Meta
• Unavailability or change of rules of the messaging channels
• Consequences of automations and dispatches configured by you
• AI-generated content that you forwarded to the customer

Our total liability is limited to the amount you paid over the last 12 months.

In case of unavailability, the credits in section 9.2 and the termination right provided there are the applicable remedies, without prejudice to what the law ensures.

You agree to indemnify and hold harmless Metav Tecnologia da Informação Ltda, its partners, employees and affiliates from any claims, damages or expenses arising from:

• Your use of the Platform, automations and dispatches
• Violation of these Terms
• Violation of third-party rights, including the rights of your own customers
• Sending messages without valid consent
• Violation of the policies of the connected channels

16.1 To the Terms

We may change these Terms. Relevant changes will be communicated 30 days in advance, by email or through the Platform. Continued use after that constitutes acceptance.

16.2 To the service

We may modify, suspend or discontinue features of the Platform. Changes that reduce the commitments of sections 9, 10 and 11 only apply to ongoing contracts from the next contract anniversary, with 30 days' prior notice.

17.1 By you

You may close the account at any time through the settings or by request. We recommend exporting what you need and disconnecting the channels beforehand.

17.2 By us

We may suspend or terminate the account if you violate these Terms, if your use poses a risk to third parties or to the service, if we are required by law or if we decide to discontinue the service.

17.3 Effects

After termination, access is revoked, the channel credentials are deleted and the remaining data follows the periods in the Privacy Policy.

18.1 Governing law

These Terms are governed by the laws of the Federative Republic of Brazil.

18.2 Venue

The courts of the Judicial District of São Paulo/SP are elected to settle disputes arising from these Terms.

18.3 Entire agreement

These Terms, together with the Privacy Policy, constitute the entire agreement between you and the Company regarding the use of Cenvia.

18.4 Severability

If any provision is held invalid, the remaining provisions remain in full force.

18.5 No waiver

Failure to exercise any right does not constitute a waiver of it.