Terms of Use

1. Service provider

The website and services are offered by G MINARELLO SOLUÇÕES DIGITAIS LTDA, CNPJ 23.125.132/0001-45, with headquarters at Avenida Juscelino K. de Oliveira, 112, Distrito Industrial, Santa Bárbara d'Oeste, São Paulo, Brasil ("Dialoud", "we"). Contact: hello@dialoud.com.

2. Description of the service

Dialoud provides tools for conversational customer service, which may include:

• Proprietary AI agents that read messages and context configured by the customer to respond automatically or perform customer service actions.
• Human inbox, for queues, history, notes, and continuity of service by individuals authorized by the customer.
• Integration with third-party messaging channels, in addition to the corporate website.

The corporate website is informational. Platform features, plans, SLA, and pricing, when available, will be set out in a proposal, contract, or customer dashboard and prevail over generic marketing descriptions.

The service is not legal, medical, financial, or equivalent professional advice. AI agent responses are generated automatically and may be incomplete or incorrect.

3. Eligibility and registration

The platform is intended for capable persons, generally businesses and professionals, in Brazil. Accounts must be created with accurate information. The customer is responsible for credentials, for who accesses the inbox and agent configuration, and for all actions taken on its account.

The customer represents that it has the authority to process the data of the individuals it serves (consumers, leads, employees) and to connect phone numbers and messaging channel accounts of which it is the owner or authorized manager.

4. Acceptable use

You may not use the website or the service to:

• Send spam, unsolicited bulk messages, or content that violates the policies of connected messaging channels.
• Engage in fraud, phishing, social engineering, harassment, unlawful discrimination, exploitation of minors, or any criminal or civil wrong.
• Infringe third-party rights, including intellectual property and data protection.
• Attempt unauthorized access to systems, other customers' data, third-party APIs, or Dialoud infrastructure.
• Circumvent technical limits, engage in unlawful reverse engineering, or maliciously overload the services.
• Use data obtained via messaging channels to train general or third-party AI models, to sell data, or for purposes prohibited by integrated platform policies.
• Represent that an AI response is from a human when law or channel rules require identification of automation.

Dialoud may suspend or terminate access immediately and without prejudice to other measures in the event of violation, security risk, authority order, or channel provider requirement (including restriction or disconnection of the number or application).

5. Messaging channels and platform policies

The customer and Dialoud must comply, as applicable to each, with the terms and policies of connected messaging channels, including quality rules, opt-in, template categories, hours, and content.

• The customer is responsible for obtaining and documenting permission (opt-in) from individuals to be contacted, as required by the channel and Brazilian law (including the Marco Civil da Internet and consumer protection rules, where applicable).
• Dialoud does not control availability, API changes, limits, moderation, or sanctions applied by channel providers.
• User data obtained through messaging channels is processed in accordance with the Dialoud Privacy Policy and is not used to train general or third-party AI models, nor sold.
• If the channel provider requires changes to permissions, disconnection, or data deletion, we may comply to maintain the integration in conformity.

6. AI agents: limitations and customer responsibility

AI agents interpret natural language and may err, hallucinate, omit context, or act unexpectedly. The customer must:

• Configure instructions, knowledge bases, and tools lawfully and proportionately.
• Define when mandatory handoff to a human is required, especially for complaints, data deletion requests, sensitive topics, and regulatory obligations.
• Not use the agent for high-risk automated decisions without its own legal and technical assessment.
• Inform the public, when required, that customer service may be automated.

Dialoud does not guarantee that a specific agent response is accurate, complete, or appropriate for a particular case.

7. Human inbox and operators

The customer must use the inbox and any customer service operators only for legitimate service of its own operations, respecting minimum necessary access (principle of least privilege) and the confidentiality of conversations.

8. Intellectual property

Dialoud trademarks, logos, layout, software, agent models, and content are owned by Dialoud or licensors. These Terms do not assign IP; they grant only a limited, revocable, non-transferable license to use the service while access rights remain in effect.

The customer retains rights to its data, knowledge bases, and content it submits, and grants Dialoud a license to process them strictly in providing the service. Consumer messages belong, as a matter of law, to the respective data subjects; the customer and Dialoud process that data in accordance with the Privacy Policy and each party's role (controller/processor).

9. Privacy

Personal data processing is described in the Privacy Policy, available at https://dialoud.com/en/privacy, which forms an integral part of these Terms.

10. Plans, payments, and service changes

Commercial terms, if any, will be agreed separately. Dialoud may modify website and platform features, discontinue resources, or replace operators, seeking reasonable notice when the change is material and not required by security or third parties.

11. Limitation of liability

To the maximum extent permitted by Brazilian law (without waiving non-waivable consumer rights, where the Consumer Defense Code applies):

• The website and service are provided "as is", without warranty of uninterrupted availability, absence of errors, or fitness for a particular purpose not agreed in contract.
• Dialoud is not liable for acts of messaging channel providers, telecommunications carriers, cloud providers, or third-party AI models, nor for number disconnection, template rejection, or instability of those services.
• Dialoud is not liable for content sent by customers, end users, or agents configured by the customer, nor for business decisions made based on AI responses.
• Dialoud's total liability for direct damages proven to have been caused by intent or negligence, per triggering event, is limited to the amount actually paid by the customer to Dialoud in the three (3) months preceding the event or, if no payment was made, to a reasonable nominal amount, excluding lost profits, indirect, consequential, moral damages (except intent or gross negligence where the law does not permit exclusion), and loss of data the customer should have backed up.

Nothing in these Terms excludes or limits liability that cannot be excluded by law, including damages arising from intent.

12. Indemnification

The customer will indemnify Dialoud, its directors, and employees for losses, costs, and reasonable fees arising from unlawful use of the service, violation of these Terms, violation of messaging channel policies attributable to the customer, or data processing in which the customer is controller and fails to comply with the LGPD.

13. Term and termination

These Terms remain in effect while you use the website or the service. The customer may close its account through support channels. Dialoud may terminate for violation, default, legal risk, or product discontinuation, with notice when reasonable. Clauses that by nature should survive (IP, limitation of liability, indemnification, governing law) remain in effect.

14. Changes to these Terms

We may amend these Terms. The current version is published at https://dialoud.com/en/terms, with the update date. Continued use after publication constitutes acceptance of the new version, unless the law requires express acceptance. The current version is dated July 10, 2026.

15. Governing law and jurisdiction

These Terms are governed by the laws of the Federative Republic of Brazil. The courts of Santa Bárbara d'Oeste/SP are elected, to the exclusion of any other, however privileged, except for the consumer's domicile when the Consumer Defense Code mandatorily applies.

16. Contact

Contact and privacy: hello@dialoud.com. G MINARELLO SOLUÇÕES DIGITAIS LTDA, CNPJ 23.125.132/0001-45.