Terms of Service

1. Definitions

• FOSInfo or we: FOSInfo, based in Casimiro de Abreu, RJ, Brazil, provider of the platform.
• Platform: the multichannel AI customer service software made available by FOSInfo, accessible on addresses under the fosinfoai.app domain or on the client's own domain.
• Client: the business or professional that subscribes to the platform and is responsible for the account.
• User: a person authorised by the client to access the platform (agents, supervisors, administrators).
• Contact: a person who talks to the client through a channel connected to the platform.
• Channels: WhatsApp Business Platform, Instagram, Messenger, e-mail, website chat and others the platform may support.
• Client Data: all content and data entered into the platform by the client, its users and its contacts, including Meta Platform Data obtained on the client's behalf.
• Plan: the subscribed tier (Essential, Professional, Dedicated or another current tier), with the limits and prices published on fosinfoai.app or in the commercial proposal.

2. The service

FOSInfo provides, as software as a service, a single team inbox with an AI agent that replies, classifies, schedules and collects payments inside conversations, plus CRM, in-conversation billing, contracts with electronic signature and reports. Initial onboarding is carried out by the FOSInfo team based on the briefing provided by the client.

FOSInfo is a Tech Provider on Meta's WhatsApp Business Platform. The client's WhatsApp Business Account (WABA) is connected through Meta's official Embedded Signup flow, and messages travel through the official API. The client owns its WABA, phone numbers, Pages and Instagram accounts and authorises FOSInfo to operate them on its behalf within the limits of these terms.

Features may be added, changed or discontinued. Changes that materially reduce subscribed functionality are communicated at least 30 days in advance.

3. Eligibility and account

• The platform is intended for businesses, public bodies and professionals. Individuals under 18 may not subscribe.
• The client warrants that registration information is accurate and kept up to date, and that the person accepting these terms is authorised to represent it.
• The client is responsible for safeguarding its users' credentials, for everything done with them and for promptly reporting any unauthorised use. We recommend enabling two-factor authentication for all users.
• Accounts inactive for more than 90 days after the plan ends may be deleted as described in section 12.

4. Acceptable use

The client agrees not to use the platform to:

• send unsolicited messages (spam), bulk messages without prior consent, or messages outside the channel's rules;
• process personal data without a legal basis, collect third-party data unlawfully or sell contact lists;
• distribute content that is illegal, fraudulent, misleading, discriminatory, infringes third-party rights or is prohibited by the channels' policies;
• attempt to access other clients' accounts, data or systems, circumvent technical or security limits, or interfere with the operation of the platform;
• resell, sublicense or make the platform available to third parties without FOSInfo's written authorisation;
• use the AI to mislead people about the automated nature of the service when the law or the channel requires transparency.

Violations may lead to immediate suspension of the feature or the account, without prejudice to other applicable measures.

5. Meta and WhatsApp policies

By connecting Meta channels, the client accepts and undertakes to comply with, in addition to these terms, the WhatsApp Business Terms of Service, the WhatsApp Business Messaging Policy, the Meta Commerce Policy, the Pages and Instagram policies and the Meta Platform Terms, as applicable. In particular, the client:

• obtains people's opt-in before starting business-initiated conversations and honours opt-out requests;
• uses Meta-approved message templates to start conversations outside the customer service window and classifies them in the correct category;
• is responsible for the quality and reputation of its phone numbers and acknowledges that Meta may limit, restrict or block numbers and accounts at its own discretion, without FOSInfo having control over that;
• warrants that its business is eligible to use the channels (business verification, permitted industries, minimum age);
• authorises FOSInfo to access the Meta Platform Data needed for the service, solely on its behalf and under its instructions.

If Meta suspends or terminates the client's account or access, FOSInfo is not liable for the channel interruption but provides reasonable assistance to restore it.

6. Plans, payment and Meta charges

• Plan, onboarding and add-on prices are those published on fosinfoai.app or in the commercial proposal accepted by the client, charged in Brazilian reais in Brazil and in US dollars on international plans.
• The monthly fee is fixed per plan and does not vary with the number of contacts or the volume of conversations. Usage-based features, such as AI usage, are disclosed separately and charged according to consumption.
• Fees are charged in advance and renew automatically each period. Payment more than 10 days late allows suspension of access until settled; after 30 days, termination of the contract.
• Meta charges. Fees charged by Meta for sending messages on the WhatsApp Business Platform (marketing, utility, authentication and service messages, according to Meta's current rate card) and for Meta Business Agent are the client's sole responsibility, paid directly to Meta with the payment method registered on the client's account, and are not part of the FOSInfo subscription. Meta price changes are outside FOSInfo's control.
• FOSInfo price adjustments are communicated at least 30 days in advance. Applicable taxes follow the law in force.
• Onboarding services are paid once and are non-refundable after work has started.

7. Artificial intelligence

• AI replies are generated probabilistically from the knowledge base and settings defined by the client. They may contain errors or inaccuracies; the client must review the settings, monitor conversations and keep human service available.
• The AI does not replace professional advice (legal, medical, financial). The client is responsible for the content it instructs the AI to communicate and for decisions made based on the replies.
• AI usage is metered per conversation or by consumption, according to the plan, and can be paused by the client at any time.
• Conversation content is not used to train general-purpose models, as stated in the Privacy Policy.

8. Data, privacy and LGPD

• Client Data belongs to the client. FOSInfo processes it as a processor under the LGPD, exclusively to provide the service and under the client's instructions; the client is the controller of its contacts' data.
• The client warrants that it has a legal basis to process its contacts' data, that it informs them about the processing and that it handles data subject requests. FOSInfo assists with those responses within a reasonable time.
• FOSInfo maintains the technical and administrative security measures described in the Privacy Policy, notifies relevant security incidents and allows the client to export its data during the contract and for 30 days after termination.
• Meta Platform Data is processed in accordance with the Meta Platform Terms: only on the client's behalf, not for advertising, never sold to third parties, and deleted when no longer needed, when the client revokes access or when Meta or the data subject requests it.
• On request, FOSInfo signs a data processing agreement (DPA) with additional conditions.

9. Availability and support

• FOSInfo uses commercially reasonable efforts to keep the platform available 24 hours a day, with a monthly availability target of 99.5% on dedicated server plans, excluding scheduled maintenance (announced in advance) and third-party failures, including Meta and connectivity providers.
• Support is provided in Portuguese on business days during business hours through the channels listed in the platform. Dedicated plans may have specific support conditions in the proposal.
• FOSInfo does not guarantee message delivery, which depends on the channels, the carriers and Meta's policies.

10. Intellectual property

• The platform, its trademarks, code, flows, templates and documentation belong to FOSInfo or its licensors, including open-source components used under their respective licences. The client receives a limited, non-exclusive, non-transferable licence to use it during the contract.
• Client Data, the client's trademarks and the content of its knowledge base remain the client's, which grants FOSInfo a licence only to provide the service.
• Suggestions and feedback sent by the client may be used by FOSInfo to improve the platform, with no obligation of compensation.

11. Independence from Meta

WhatsApp, Instagram, Messenger, Facebook and Meta are trademarks of Meta Platforms, Inc. FOSInfo is an independent company, a technology provider integrated with Meta's official APIs, and is not affiliated with, sponsored by or endorsed by Meta. The obligations in these terms bind only FOSInfo and the client.

12. Term and termination

• The contract runs for the subscribed plan period and renews automatically for equal periods unless the client cancels before the renewal date, through the dashboard or the contact channels. There is no cancellation fee on monthly plans; plans with a minimum term follow the accepted proposal.
• FOSInfo may suspend or terminate the account in the event of breach of these terms or the channels' policies, non-payment or legal requirement, notifying the client, unless prior notice is unfeasible due to risk to security or to the platform.
• After termination the client has 30 days to export its data. After that period Client Data is irreversibly deleted, unless a legal retention obligation applies, as described in the Privacy Policy.

13. Limitation of liability

• FOSInfo's total liability for damages arising from these terms is limited to the amount paid by the client in the 12 months preceding the event giving rise to the damage.
• FOSInfo is not liable for loss of profits, indirect damages, loss of opportunity, blocks or restrictions imposed by Meta or other channels, third-party unavailability, or the content, decisions or communications of the client and of the AI it configured.
• These limitations do not apply where Brazilian law prohibits limitation, such as wilful misconduct or gross negligence.
• The client holds FOSInfo harmless from third-party claims arising from use of the platform in breach of these terms or the law.

14. Changes to these terms

FOSInfo may amend these terms. Material changes are communicated by e-mail or in-platform notice at least 30 days in advance; a client that disagrees may terminate the contract before the new version takes effect, at no cost. Continued use after the effective date constitutes acceptance. In case of conflict, the Portuguese version prevails.

15. Governing law and jurisdiction

These terms are governed by the laws of the Federative Republic of Brazil. The courts of the district where FOSInfo has its registered office, in the State of Rio de Janeiro, have jurisdiction over any dispute, except where the law establishes mandatory jurisdiction, such as consumer relations.

16. Contact

Related documents: Privacy Policy · Data deletion instructions · Termos de Serviço (Português).