*This is a convenience translation. In case of any discrepancy, the Portuguese version prevails.*
These Terms of Use ("Terms") govern access to and use of the automated customer service offerings made available by Vozis Tecnologia Humanizada Ltda, referred to in this agreement simply as "Vozis", and apply to other legal entities that register for or use the service, referred to simply as "Client" and, for purposes of this agreement, each a "Party".
It is essential that the Client read these Terms carefully and review them periodically to keep up with any updates.
If the Client does not agree with any of the terms set forth herein, it is recommended that the Client not engage the services, or that the Client contact support to explore the possibility of adjustments and customized services.
Glossary of Terms
- AI (IA): Artificial Intelligence or, in free translation, "inteligência artificial";
- ANATEL: Agência Nacional de Telecomunicações (National Telecommunications Agency). The Brazilian regulatory agency responsible for overseeing and regulating telecommunications services in Brazil.
- API: Application Programming Interface. A set of definitions and protocols for integrating software systems, enabling communication between different programs.
- Client: Refers to the legal entity that uses the services of the Vozis platform.
- End Customer: An individual or legal entity that is served by, or benefits from, the services engaged by the legal entity (Client), or that is served passively through the Client's customer service channels.
- Inbound: Refers to calls or contacts made by the company to customers (calls placed by the company).
- 0303 Prefix: A non-geographic prefix code used for telemarketing calls or other automated services.
- Outbound: Refers to calls or contacts made by the Vozis Client (legal entity) to end customers (calls placed by the company).
- LGPD: Lei Geral de Proteção de Dados (General Data Protection Law). The Brazilian law that regulates the processing of personal data and seeks to ensure the privacy and protection of such data.
- Uptime: Refers to the period of continuous operation of a system or service without interruption or failure.
- Webhook: An interface that allows one system to send data in real time to another system. Generally used for notifications or communication between applications.
1. Introduction
1.1 By accessing or using Vozis, even briefly, the Client accepts these Terms and our Privacy Policy in their entirety.
1.2 These Terms may be updated periodically, and the Client is responsible for reviewing them regularly.
1.3 Partial or full use of the Vozis services constitutes full and unconditional acceptance of these Terms.
1.4 Material changes will be announced together with their effective date and, in specific cases, direct notice may be given by e-mail or other means. Continued use of the service after updates constitutes acceptance of the new conditions.
1.5 These Terms of Use are supplemented in their entirety by the Vozis Privacy Policy, which addresses the application of the LGPD.
1.6 Under no circumstances may the Client claim lack of knowledge of these Terms, and the Client must contact Vozis support in case of any questions.
2. Registration and Client Responsibilities
2.1 Registration and account creation are subject to compliance with the requirements described in these Terms.
2.2 By engaging the Vozis services, the Client's legal representative represents that the Client:
- Is a legal entity duly incorporated and in active standing in Brazil;
- Operates in a line of business that requires, without restriction, the use of the services offered by Vozis;
- Is not barred from operating in its sector by order of regulatory bodies and agencies;
- Maintains an active website under a valid Brazilian domain, with its own Terms of Use and the terms governing its relationship with its end customers;
- Assumes direct and unlimited responsibility for the customer service performed through the Vozis platform;
- Makes timely payments for the services engaged from Vozis;
- Will notify Vozis, immediately upon its issuance, of any decision or restriction imposed by a competent authority that results in the suspension or interruption of the services;
- Will use the Vozis services exclusively for the contracted purposes and for lawful activities.
2.3 If the Client fails to maintain the requirements above, its account may be suspended or deleted.
2.4 The Client undertakes to:
- Fully comply with these Terms and keep up with their updates;
- Comply with applicable law, including privacy and intellectual property rights;
- Keep its access credentials confidential;
- Not falsify information within the Vozis systems;
- Not use Vozis for unlawful activities;
- Not engage in harassment or defamation through Vozis technologies, and also prevent and ensure that its employees and agents do not do so;
- Not disseminate illegal, offensive, discriminatory or pornographic content;
- Not use the platform for improper electoral or political purposes, unless the activity complies with electoral law;
- Respect the copyrights and trademarks of Vozis;
- Not use bots or automations not authorized by Vozis;
- Preserve the security and integrity of the service used.
2.5 Breach of the rules above may result in suspension or interruption of the services under the terms of the services agreement.
3. Content and Rights Regarding Vozis
3.1 The Client is responsible for the content of the communications it carries out through the Vozis services platform, respecting the rights and obligations of its customers at every stage of the communication.
3.2 Content generated by the Client is its exclusive property and responsibility, and Vozis's role is limited to storing it when indispensable to the performance of the services.
3.3 Vozis reserves the right to evaluate whether to continue providing the services to the Client when it identifies a violation of its rights, and to report to the competent authorities when there is a violation of third-party rights.
4. Rules for Outbound Calls and Inbound Calls
4.1 When placing calls through the Vozis system, the Client must comply with internal rules (Vozis) and external rules (laws, decrees and regulations), ensuring the utmost respect for its customers.
4.2 Lead Prospecting and Qualification must take place within any limits established in the services agreements between Vozis and the Client.
4.3 Sales Prospecting may be conducted only for lawful products and services duly regulated under current rules, and prospecting for products originating from smuggling or customs evasion is expressly prohibited.
4.4 Debt Collection carried out through Vozis services and technologies must be conducted in accordance with standards of respect and courtesy, and any act of discrimination against or intimidation of the call recipient is prohibited, even if the recipient is in default.
4.5 Surveys must comply with the applicable rules and related legislation, and the use of the Vozis system to conduct surveys for unlawful purposes or to manipulate public opinion regarding products, services and electoral activities is prohibited.
4.6 Customer Support must be provided within any limits set forth in the services agreement and in a manner consistent with the plan the Client has contracted with Vozis.
4.7 Medical Triage may be performed only if the Client engaging the Vozis services holds the technical and professional qualifications required to provide care directly to its end customer.
4.8 24/7 Service, when within the scope of the services agreement offered by Vozis, must be performed for active communication (outbound) within the Client's regular business hours, with service outside normal business hours prioritized only for incoming calls (inbound) placed by the person seeking service.
4.9 Virtual Reception may have its own service rules depending on the needs of each Vozis Client.
5. Interactions, Calls and Messages
5.1 Vozis will not carry out any communication or interaction directly with the end customer on its own behalf, as its obligation is solely to provide the technological infrastructure for the Client to implement its customer service routine.
5.2 The Client acknowledges that its activity may be subject to the rule on the use of a non-geographic code (0303 Prefix), particularly when engaging in active telemarketing, pursuant to ANATEL Act (Ato) No. 13672 of September 27, 2022.
5.3 Vozis shall not be held liable if the Client, aware of the duty to comply with the rule referred to in item 5.2, fails to comply with the legislation governing active telemarketing services.
5.4 Vozis will not store text messages arising from interactions with receiving users (end customers) in its databases, unless the contracted service provides for such a case.
6. Service Conditions
6.1 Vozis offers the service "as is", without any warranty of uninterrupted or error-free operation, as failures are inherent to any computer system.
6.2 We do not guarantee:
- Constant availability of the service (100% uptime);
- The accuracy or completeness of information outside Vozis's control;
- Appropriate conduct by all users and Clients;
- The proper functioning of third-party tools or technologies integrated into the Vozis Platform.
6.3 The Client must ensure that its authorized users use the Vozis service platform for the contracted purposes, failing which the services may be suspended and the agreement terminated for duly stated cause.
6.4 Artificial intelligence tools will be used to improve the service, without any liability for potential failures.
6.5 Vozis is liable only for the content it produces, and within the limits established in the agreement and under civil law.
6.6 The Client shall be fully responsible for the operation of the Vozis systems it contracts, as well as for any damage caused to third parties, and Vozis's role is limited to keeping the service active and available for use, within the limits of the agreement entered into between the parties.
7. Reports and Misconduct
7.1 Improper content and conduct may lead to the Client's removal from the platform, which will be preceded by due notice when the circumstances require the suspension of services prior to termination of the agreement.
7.2 The Client must maintain a Reporting Channel for the improper use of communication services through the Vozis platform.
7.3 Personal data may be shared and stored by Vozis to protect and ensure security, or to comply with a legal requirement or an order of an administrative or judicial authority.
7.6 Reports will be reviewed with the assistance of technology and partners, with feedback to the parties involved and a decision on whether to maintain the contractual relationship between the Client and Vozis.
7.8 Serious violations will be reported to the competent authorities when the Vozis service network is compromised.
8. License, Payments and Copyright
8.1 These Terms constitute the agreement between Vozis and the Client (a legal entity that uses automated communication channels with its end customers) for the use of the Vozis platform and related services.
8.2 The relationship between the parties begins with the execution of the services agreement, followed by registration, and ends upon termination of the agreement.
8.3 Vozis trademarks and logos are protected by law, and the parties must avoid any unauthorized use of a trademark or sign.
8.4 The Client is fully responsible for the proper use of the calling system and acknowledges that the use of third-party resources or integrations (webhook, API) shall take place only under license and without infringement of copyright.
8.5 Engaging the Vozis services constitutes full acceptance of these Terms, which the Client is required to observe.
9.11 VOZIS may change or discontinue features without prior notice if it determines that the severity of the circumstances justifies the adoption of preventive and damage containment measures.
10. Compliance, Verification and Security
10.1 Vozis will carry out onboarding of prospective candidates and clients of the platform services and will apply compliance rules to maintain the security and soundness of the services.
10.2 Vozis reserves the right to decline to begin a relationship with the Client when the compliance rules point to possible irregularities.
10.3 Accounts of clients that receive, internally or externally, a high number of reports may be reassessed and may be subject to our compliance process.
10.5 It is recommended to use legitimate corporate e-mail addresses for registration and to remain attentive to interactions and communications between Vozis and the client.
10.6 Any abuse identified during use of the Vozis platform will result in sanctions against the client, including notification of the competent authorities, suspension of the services and, in serious cases, removal of the Client from the network.
10.7 The use of "prompt" rules in configuring the Outbound and Inbound calling system must comply with all customer service rules and legal regulations, and any abuse will be reviewed on a case-by-case basis.
11. Limitation of Liability
11.1 Vozis limits its liability to the maximum extent permitted by law, and only for events that may be attributed exclusively to its own conduct.
11.2 Vozis does not guarantee the success of calls placed through the platform, as this depends exclusively on acceptance by the call recipient, who may decline the call.
11.3 The privacy of the data registered by Clients must be ensured by the Client and by all of its authorized users within the platform, and the processing of such data will be governed by the Vozis Privacy Policy.
11.4 Serious infringements or the commission of crimes will be immediately reported to the competent authorities.
12. Final Provisions
12.1 Disputes involving these Terms must initially be addressed with Vozis support for a prompt, effective and amicable resolution.
12.2 In formal disputes, whether judicial or extrajudicial, these Terms apply in their entirety and may include the presentation of evidence and the collection and sharing of data not subject to confidentiality.
12.3 Suspensions may occur in urgent situations if the facts indicate a risk to the operations of the Vozis platform.
12.4 Data of the Client and of the users linked to it may be used to investigate violations or to comply with a regulatory rule or court decision.
12.5 The use of custom numbers or extensions may depend on arrangements previously agreed between Vozis and the Client, and the Client shall bear all expenses arising from their implementation and configuration.
12.6 All negotiations between the parties are confidential, including after termination of the services agreement between Vozis and the Client.
12.7 These Terms form an integral part of the services agreement entered into between Vozis and the Client for all legal purposes.
12.8 These Terms are governed by the laws of Brazil, and the courts of the judicial district (Comarca) of Vozis's registered office shall have exclusive jurisdiction, with express waiver of any other venue.
Vozis Tecnologia Humanizada LTDA
CNPJ (Brazilian Corporate Taxpayer ID): 55.645.165/0001-02 | Avenida Prefeito Osmar Cunha, 416, Sala 1108, Centro, Florianópolis/SC, CEP (postal code) 88015-100 | www.vozis.ai | contato@vozis.ai