Termos de Uso do Delegue Chat

Versão vigente: 15/10/2026

These Terms govern the use of Delegue Chat, the multichannel customer service platform available at chat.delegue.ai, offered by DELEGUE AI TECNOLOGIA LTDA (“Delegue.AI”, “we”). By creating an account, accepting an invitation or using Delegue Chat, you agree to these Terms and to our Privacy Policy. If you use Delegue Chat on behalf of a company, you represent that you have the authority to accept these Terms on its behalf.

1. Who we are

• Company name: DELEGUE AI TECNOLOGIA LTDA
• CNPJ (Brazilian company ID): 65.782.236/0001-72
• Address: Avenida Paulista, 1636, suite 1105, Paulista Corporate, Cerqueira César, São Paulo/SP, Brazil, ZIP 01310-200
• Contact: [email protected]

2. Definitions

• Customer: the company or person that subscribes to Delegue Chat.
• User: a person the Customer registers as an administrator or agent.
• Contact: a person who talks to the Customer through the connected channels or makes a booking.
• Customer Content: messages, files, contacts, documents, catalogs, settings and any other data that the Customer, its Users and its Contacts send to Delegue Chat.
• Commercial Agreement: the proposal, order or contract signed between the Customer and Delegue.AI, with the specific plan, price, term and conditions.

3. The service

Delegue Chat brings WhatsApp, Instagram, Facebook Messenger, Telegram and website chat conversations into one inbox, and offers artificial intelligence agents, a kanban sales pipeline, scheduling integrated with Google Calendar, campaigns, prospecting and reports. The features available to each Customer are those of the subscribed plan. We may improve, change or discontinue features, and we give advance notice when a change significantly reduces what the Customer subscribed to.

When there is a Commercial Agreement, it prevails over these Terms wherever they differ.

4. Account, Users and security

• Registration information must be true and kept up to date.
• Each User's access is personal and non-transferable. The Customer decides whom to invite, which permissions each User gets and when to remove access.
• The Customer is responsible for what happens in its accounts and must keep passwords and access codes safe. We recommend turning on two-factor authentication.
• If you notice unauthorized access or a security incident, let us know at [email protected].

5. Acceptable use

When using Delegue Chat, the Customer and its Users may not:

• send spam, bulk messages to people who did not authorize contact, or content that violates the policies of the connected channels;
• process personal data without a legal basis, or collect Contacts' data deceptively;
• publish or transmit content that is illegal, fraudulent, discriminatory or defamatory, that infringes third-party rights or that exploits children and adolescents;
• try to access accounts, systems or data that do not belong to them, circumvent technical or security limits, or reverse engineer the service, except where the law allows it;
• intentionally overload the platform, distribute malicious code or use the service to attack third parties;
• resell or sublicense Delegue Chat without written authorization.

6. Third-party channels and services

Delegue Chat connects to third-party services, such as WhatsApp, Instagram and Messenger (Meta), Telegram, Google and artificial intelligence providers. Use of these channels is also subject to each provider's terms and policies, which the Customer must follow. Fees charged by these providers, such as Meta's charges for conversations on the official WhatsApp API, are the Customer's responsibility, unless the Commercial Agreement says otherwise.

We do not control these services. Outages, rule changes, blocked numbers or accounts and limits imposed by them may affect how Delegue Chat works without that being a failure on our part.

7. Artificial intelligence agents

• AI agents answer based on the script, catalog, documents and rules the Customer sets up. The Customer is responsible for that information and for reviewing the setup before putting an agent in front of contacts.
• AI-generated answers may contain errors. The Customer must monitor the conversations, keep a path to hand the conversation over to a human agent and not use the agents for decisions that the law requires to be made by a person.
• The Customer must inform its Contacts, when the law or the channel's policies require it, that they may be served by artificial intelligence.
• We do not use Customer Content to train generalized AI models. Data sent to AI providers follows our Privacy Policy.

8. Customer Content and data protection

• Customer Content belongs to the Customer. The Customer authorizes us to store, process and transmit that content only as needed to provide, maintain, protect and improve the service.
• For Contacts' data, the Customer is the controller and Delegue.AI acts as the processor, handling the data according to the Customer's instructions and the Brazilian General Data Protection Law (Law No. 13,709/2018). For Users' account data, Delegue.AI is the controller.
• The Customer guarantees that it has a legal basis for the data it enters in Delegue Chat and for the messages it sends to its Contacts.
• The details of collection, use, sharing, security, retention and data subjects' rights are in the Privacy Policy.

9. Plans, payment and price adjustment

• Plan, price, payment method, subscription term and setup fee are those defined in the Commercial Agreement.
• Prices are adjusted yearly by the index set in the Commercial Agreement or, if there is none, by the IPCA (Brazilian consumer price index).
• In case of late payment, we may suspend access after notifying the Customer and giving at least 10 days to settle. Data is not deleted during the suspension.
• Taxes on the service follow the applicable law and the Commercial Agreement.

10. Availability and support

We work to keep Delegue Chat available at all times, but the service may go through maintenance, updates and failures beyond our control. Whenever possible, we announce scheduled maintenance in advance. Availability and support service levels, when they exist, are set out in the Commercial Agreement. Support is provided through the channels given to the Customer when subscribing.

11. Intellectual property

Delegue Chat, its brand, logos, interface and the software it is made of belong to Delegue.AI or its licensors. These Terms only give the Customer the right to use the service during the subscription, without transferring any other right. Delegue Chat includes open source components, which remain governed by their own licenses. We may use suggestions and feedback about the product to improve it, with no obligation to pay for them.

12. Suspension and termination

• The Customer may end the subscription under the conditions of the Commercial Agreement.
• We may suspend or end access, fully or partially, in case of a breach of these Terms, a risk to the security of the platform, other customers or third parties, or an order from a competent authority. When the situation allows, we give notice first and time to fix the issue.
• After termination, the Customer has 30 days to request an export of its data. The account's data is deleted or anonymized within 90 days after termination, according to the Privacy Policy, except data the law requires us to keep.

13. Liability

• Delegue Chat is a tool. The Customer is responsible for Customer Content, the messages sent to its Contacts, the setup of the AI agents and the decisions made based on the service.
• We are not liable for lost profits, lost business opportunities or indirect damages, nor for failures of third-party services, internet connections or the Customer's equipment.
• To the maximum extent permitted by law, our total liability related to Delegue Chat is limited to the amount paid by the Customer in the 12 months before the event that gave rise to the claim.
• These limitations do not apply to cases of willful misconduct, and they do not remove rights that the law does not allow to be limited.

14. Indemnification

The Customer must reimburse Delegue.AI for losses, fines and costs, including attorneys' fees, arising from third-party claims related to Customer Content, use of the service in breach of these Terms, or violation of the law or of the connected channels' policies.

15. Changes to these Terms

We may update these Terms. Relevant changes are announced by email or inside the app at least 15 days in advance, and the effective date at the top of this page is updated. Continuing to use Delegue Chat after the effective date means you agree to the new version.

16. General provisions

• If any clause is held invalid, the others remain valid.
• Not enforcing a clause does not mean waiving it.
• The Customer may not transfer these Terms without our consent. We may transfer them to a company of the same group or to a successor of our business, keeping the subscribed conditions.
• These Terms are governed by the laws of the Federative Republic of Brazil. The courts of the District of São Paulo/SP are chosen to settle any matter about them, except when the law grants the Customer another venue.

17. Contact

Questions about these Terms can be sent to [email protected].