Terms of Service

Last updated: September 2, 2026

These Terms govern the use of the customer-support platform hosted by Atlântida Code and of the integration with Meta's WhatsApp Business Platform. By contracting or using the service, the Client agrees to them. This is a translation of the Portuguese version, which prevails in case of conflict.

1. Parties

Atlântida Code — ATLANTIDA CODE SOLUTIONS LTDA., CNPJ 31.379.930/0001-21, with offices in Guarulhos/SP, Brazil ("Atlântida Code", "we").

Client — the legal entity that contracts the service and the users it authorises to access the platform.

2. Scope

Atlântida Code provides, as a hosted service (SaaS):

• A Chatwoot-based multichannel support platform with user accounts, inboxes, conversation history and reports.
• The integration of that platform with Meta's WhatsApp Business Platform (Cloud API), including coexistence mode, in which the number remains active in the Client's WhatsApp Business app.
• Technical support and infrastructure maintenance.

In this integration Atlântida Code acts as a Tech Provider before Meta. The WhatsApp Business Account (WABA) and the phone number belong to the Client; Atlântida Code merely connects them to the platform under the Client's express authorisation, granted through Meta's Embedded Signup flow.

Atlântida Code is not a party to the relationship between the Client and its contacts, and is not responsible for conversation content.

3. Eligibility

The service is intended exclusively for legal entities duly incorporated and for the professionals they authorise, aged 18 or over. By accepting these Terms, the person contracting declares they have authority to represent the company.

4. Accounts and credentials

• The Client designates users and their access levels.
• Credentials are personal and non-transferable. The Client is responsible for all actions taken with its credentials.
• The Client must report any suspected unauthorised use immediately.
• Atlântida Code may access the Client's account only to provide support, fix faults or comply with a legal obligation, always with an audit record.

5. Client obligations

The Client undertakes to:

• Use the service only for lawful purposes and for communications related to its business.
• Obtain and keep a record of each contact's opt-in before starting WhatsApp conversations, and offer a simple way to opt out.
• Fully comply with the Meta Platform Terms and Policies, the WhatsApp Business Messaging Policy and the WhatsApp Business Policy, including restrictions on prohibited industries and products.
• Not use the service for unsolicited bulk messaging, spam, purchased lists, chain messages or any practice that leads to user blocks and degraded number quality.
• Not transmit unlawful, misleading or discriminatory content, content that infringes third-party rights, or content that breaches Brazilian law.
• Act as the controller of its contacts' personal data and comply with the LGPD in that capacity, including informing data subjects and handling their rights requests.
• Not attempt to circumvent technical limits, reverse-engineer, resell or sublicense the service without written authorisation.

6. Meta fees

Meta charges for WhatsApp conversations according to its own price list, which may change without Atlântida Code's involvement. Those fees are charged directly to the Client by Meta, using the payment method configured in the Client's ad account/WABA. They are not included in the platform subscription unless agreed otherwise in writing.

7. Availability and support

• We work to keep the service continuously available, but it depends on third parties — notably Meta's infrastructure and the cloud provider — and may be interrupted.
• Scheduled maintenance windows are announced in advance whenever possible.
• Support channels, service hours and any service-level targets (SLA) are those set out in the Client's proposal or contract.
• We do not guarantee message delivery where the failure originates from Meta, the carrier, the device or the recipient's own conduct.

8. Suspension

Atlântida Code may suspend access in whole or in part, with notice where possible and immediately where necessary, in the following cases:

• breach of Meta or WhatsApp policies;
• spam or unsolicited bulk messaging;
• abusive use that compromises the security, stability or reputation of the platform;
• a determination by Meta or by a competent authority;
• payment default, under the terms of the contract.

Meta may independently restrict or ban the number, the WABA or the Client's account. Atlântida Code does not control those decisions and is not liable for them.

9. Intellectual property

• The platform, the integration, proprietary code, brand and materials of Atlântida Code remain its property. The Client receives only a non-exclusive, non-transferable licence to use them, limited to the term of the contract.
• Chatwoot and other third-party components remain under their respective original licences.
• Client content — conversations, contacts, attachments, brand and materials — remains the Client's. The Client grants us only the technical licence needed to host, transmit and display that content in providing the service.

10. Limitation of liability

• The service is provided as is, with no guarantee of commercial results, sales volume or response rates.
• To the maximum extent permitted by law, Atlântida Code's total liability towards the Client is limited to the amount actually paid by the Client in the 12 months preceding the triggering event.
• We are not liable for loss of profits, lost opportunity, indirect damages, or acts of third parties — including unavailability, policy changes, pricing or bans imposed by Meta.
• The Client is responsible for the content it sends and shall indemnify Atlântida Code for third-party claims arising from that content or from breaches of Meta and WhatsApp policies.
• Nothing in these Terms excludes liability that Brazilian law treats as non-excludable.

11. Data protection

In processing the personal data of the Client's contacts, Atlântida Code acts as processor and the Client as controller, under the LGPD. The full rules — data processed, purposes, legal bases, sharing, retention and data subject rights — are set out in the Privacy Policy, which forms part of these Terms.

12. Term and termination

• These Terms apply for as long as the service is provided.
• Either party may terminate on prior notice, under the conditions of the contract; financial obligations already due remain enforceable.
• On termination, the Client may request an export of its data within 30 days. After that, data is deleted or anonymised as described on the Data Deletion page.
• Disconnecting the WhatsApp integration follows the steps described on that same page.

13. Changes

We may change these Terms to reflect changes in the service, in the law or in Meta's policies. The last-updated date is shown at the top. Material changes are communicated with reasonable notice; continued use after they take effect means acceptance.

14. Governing law and venue

These Terms are governed by Brazilian law. The courts of the district of Atlântida Code's registered office — Guarulhos/SP, Brazil — have exclusive jurisdiction, waiving any other however privileged.

15. Contact