Last updated: July 2026
VIVAMAIS MULTISSERVIÇOS LTDA, a private legal entity registered under Brazilian CNPJ 61.944.506/0001-43, with registered address at Rua Arthur Friedenreich, 48, Vila Rio Branco, São Paulo/SP, Brazil, CEP 03874-200, hereinafter referred to as the “Provider,” owns and operates the ACENA.AI platform. By creating an account, subscribing to a plan, or otherwise using ACENA.AI, the person or company doing so (the “Customer”) agrees to be bound by these Terms of Service.
1. What ACENA.AI is
ACENA.AI is a software-as-a-service platform that lets a business deploy its own AI conversational agent on its website and on WhatsApp. Each Customer configures their own agent’s name, tone, and knowledge base. The Provider does not operate, endorse, or take responsibility for the content, products, or services that any Customer’s agent discusses on the Customer’s behalf.
2. Accounts and subscriptions
Access to ACENA.AI requires an active paid subscription. Each subscription plan includes a monthly conversation quota and a defined set of channels (website, WhatsApp, or both), as described on the pricing page in effect at the time of purchase. One agent is included per subscription.
Sole paragraph: If a Customer’s usage exceeds the monthly conversation quota, service is not interrupted; any overage is billed, or plan adjustment is offered, in the following billing cycle. ACENA.AI does not offer unlimited conversation plans.
3. Payment
Subscriptions are billed on a recurring basis through Stripe or Mercado Pago, depending on the Customer’s region and currency. Accepted payment methods may include credit card and, where applicable, PIX. Prices are shown in the currency applicable to the Customer’s selected language and region.
4. Relationship between these Terms and a specific agreement
Use of the platform is governed by these Terms of Service. Where the Provider and a Customer have signed a separate written agreement (for example, for a custom implementation or enterprise plan), that specific agreement prevails over these Terms in case of conflict.
5. Nature and limits of the AI agent
The AI agent generates responses automatically based on the knowledge and configuration provided by the Customer. The Provider does not guarantee that every response will be accurate, complete, or free of error, and does not guarantee any specific business outcome (such as sales volume, conversion rate, or customer satisfaction) resulting from use of the agent.
Sole paragraph: The Customer is responsible for reviewing and keeping their agent’s knowledge base accurate, and for configuring escalation to a human whenever technical failure, security concerns, sensitive billing matters, or an explicit customer request make that appropriate.
6. Customer responsibilities
The Customer agrees to provide accurate account information, to use the platform for lawful purposes, not to feed the agent with content that is illegal, deceptive, or infringes third-party rights, and not to attempt to circumvent conversation quotas, security controls, or usage limits.
7. Cancellation and refunds
Cancellation, downgrade, and refund conditions are detailed in the Cancellation & Refund Policy, which forms part of these Terms.
8. Data protection
Personal data is processed in accordance with Brazil’s General Data Protection Law (Lei nº 13.709/2018 – LGPD) and, where applicable, the EU General Data Protection Regulation (GDPR), solely for the purposes of operating the platform, delivering the contracted service, and improving the Customer’s experience. Details are available in the Privacy Policy.
9. Intellectual property
All platform content, including the ACENA.AI brand, software, interface, and documentation, is owned by the Provider or used under authorization, and may not be reproduced without prior written consent. Each Customer retains ownership of the content and knowledge base they upload to configure their own agent.
10. Fraud and abuse prevention
The Provider may adopt security and anti-fraud measures, including data validation, rate limiting, transaction review, and suspension of accounts where there are indications of irregular, abusive, or fraudulent use.
11. Digital acceptance
Creating an account, completing checkout, or otherwise using ACENA.AI constitutes electronic acceptance of these Terms of Service in full.
12. Final provisions
These Terms may be updated from time to time; it is the Customer’s responsibility to review them periodically. The courts of São Paulo/SP, Brazil, have jurisdiction over any dispute arising from these Terms, without prejudice to any mandatory consumer-protection venue that may apply under the Customer’s local law.
Contact
Questions about these Terms can be sent to info@acena.ai.