Kavio CRM Terms of Use
These commercial terms apply to new subscriptions to the Essential, Professional and Scale packages. Existing contracts retain their agreed terms.
1. Acceptance
By creating an account or using Kavio CRM (kaviocrm.com), you (the "Customer") fully agree to these Terms of Use and our Privacy Policy. If you do not agree, do not use the Platform.
2. Service Description
Kavio CRM is a SaaS platform offering:
- A unified messaging Inbox (Instagram, Facebook, TikTok, WhatsApp)
- Automated customer service using Artificial Intelligence
- Conversation flow automations
- Contact, lead and opportunity management
- Customer service reports and metrics
3. Registration and Account
- You must be at least 18 years old and have the legal capacity to enter into a contract
- The information provided must be accurate and up to date
- You are responsible for keeping your password confidential and for all activity on your account
- Sharing, selling or transferring your account is prohibited
4. Connecting Third-Party Channels
By connecting Instagram, Facebook, TikTok or WhatsApp accounts to the Platform, you declare that you:
- Are the legitimate owner or have the owner's express authorization
- Fully comply with each connected platform's terms and policies (Meta Platform Terms, TikTok Developer Terms, WhatsApp Business Terms)
- Will not use the integration for spam, phishing or illegal activities
- Will respect messaging windows (24 hours for Meta, 48 hours for TikTok) and other official API rules
5. Acceptable Use
The following are prohibited:
- Sending unsolicited bulk messages (spam)
- Illegal, offensive, defamatory or pornographic content, or content inciting violence
- Infringing third parties' intellectual property rights
- Attempting to bypass security measures or reverse engineer the service
- Using the Platform for unfair competition or to replicate the service
- Providing false information in campaigns or communications
6. Customer Content
You retain all rights to content you send through the Platform. You grant Kavio a non-exclusive license limited to what is necessary to operate the service (storage, processing and display to recipients).
7. Artificial Intelligence
By activating AI customer service, you:
- Acknowledge that AI-generated replies may contain inaccuracies
- Are responsible for reviewing and moderating the AI's behavior
- Authorize messages to be sent to AI providers (Anthropic, OpenAI) for processing
- Confirm that you have appropriately informed your End Users about AI use where applicable (transparency)
AI use is measured in credits according to the model and tokens processed. The package bonus is granted each paid cycle, replaces the unused bonus and does not roll over. Additional credits are prepaid, with prices and quantities displayed before purchase, and remain in the balance. Use requires an active subscription and an available balance. New packages do not automatically charge for overages.
8. Plans and Payment
- Monthly subscriptions to Essential, Professional and Scale, with the same features and different user quantities and AI bonuses
- Base prices, users and currencies at kaviocrm.com/en/#planos; applicable taxes are itemized before payment
- Payment in advance; available payment methods are shown at checkout
- Automatic renewal unless canceled
- Without a paid renewal, CRM access ends at the end of the paid period, without an additional grace period; invoices and card updates remain available to resolve payment issues
Package changes require a preview and confirmation of the prorated amount. Invoice credits for downgrades follow the preview, without automatic cash refunds.
9. Cancellation and Refunds
- Renewal can be canceled at any time through the billing portal, retaining access until the end of the paid period; support is available by email
- Full refund within 7 days of contracting (Article 49 of the Brazilian Consumer Protection Code)
- After 7 days, cancellation does not result in a prorated refund
- Data export may be requested from support up to 30 days after cancellation
10. Availability
We commit to an SLA of 99.5% monthly uptime, excluding scheduled maintenance windows. We are not responsible for third-party provider outages (Meta, TikTok, WhatsApp).
11. Limitation of Liability
To the maximum extent permitted by law:
- Kavio is not liable for indirect damages, lost profits or lost opportunities
- Kavio's total liability is limited to the amount paid by the Customer in the 12 months before the event
- We are not responsible for account suspensions or bans imposed by Meta, TikTok or WhatsApp due to Customer misuse
12. Intellectual Property
All Kavio software, trademarks, layouts, code and documentation are the company's exclusive property. Copying, modifying or distributing them without authorization is prohibited.
13. Changes to the Terms
We may change these Terms. Material changes will be communicated 30 days in advance. Continued use after they take effect implies acceptance.
14. Governing Law and Jurisdiction
These Terms are governed by the laws of the Federative Republic of Brazil. The courts of Barueri, São Paulo, are selected as the exclusive jurisdiction, with an express waiver of any other.
15. Contact
Questions: [email protected]
Free trial and first charge
When offered at checkout, the first workspace subscription includes a 7-day free trial with a payment card required and 100 shared AI credits. The subscription fee and applicable taxes are charged automatically at the end unless canceled beforehand through subscription management. The trial starts when Stripe confirms the card setup and trial subscription. Cancellation during the trial keeps access until it ends and avoids the first subscription fee. The same workspace does not receive another trial when subscribing again. Trial credits do not carry over into the monthly allowance granted after the first paid subscription invoice. External services remain subject to their providers’ charges and terms.