--- title: "Terms of Use | Zaiped" description: "The terms governing use of Zaiped, a WhatsApp Business panel operated by Nivens: account, WABA connection, obligations toward Meta, acceptable use, AI credits and liability." lang: "en-US" canonical: "https://zaiped.com/en/terms" alternate: "https://zaiped.com/terms" --- # Terms of Use Last updated: August 31, 2026 These Terms form the contract between you and Nivens regarding your use of Zaiped. They set out what we provide, what we expect from you and how each side answers for what it does. Pay particular attention to section 6, which carries obligations imposed by Meta that apply even if you have never read them. ## 1. Acceptance By creating an account, accessing or using Zaiped, you accept these Terms of Use and our Privacy Policy, which forms an integral part of them. If you do not agree, do not use the service. Zaiped is a service for businesses and professionals. By accepting these Terms you represent that you are over 18 and, when acting for a legal entity, that you have authority to bind it. In that case, "you" means the business. If you use Zaiped by invitation from another account, as a collaborator or professional, these Terms apply to your use, and the holder of that account remains responsible for its data. ## 2. Definitions - Zaiped, we, us: NIVENS COMERCIO DE MERCADORIAS LTDA., CNPJ 44.033.204/0001-02, and the service it offers under the Zaiped brand. - You, customer: the individual or legal entity holding a Zaiped account. - Panel: the web interface of the service. - WhatsApp Business account, or WABA: the account you hold with Meta and connect to the panel. - Contact: the person whose data you process inside your account, typically someone who talks to you over WhatsApp. - Customer content: everything you register or upload to the panel, including contacts, documents, catalog, message templates and agent instructions. - Agent: the artificial intelligence assistant you configure inside your account. ## 3. What Zaiped is, and what it is not Zaiped is a panel that lets a business operate its own WhatsApp Business account: registering and organizing contacts, creating and submitting message templates, sending and receiving messages, maintaining a knowledge base, configuring artificial intelligence agents, managing a schedule and charging for appointments. Zaiped is not Meta and is not affiliated with Meta. WhatsApp, WhatsApp Business and Meta are trademarks of Meta Platforms, Inc. We are a technology provider integrating their platform, and we have no say over Meta's decisions regarding your account, your number or your message templates. Zaiped is also not a financial institution or a payment institution. When the panel generates a charge for your end client, the payment is processed by Stripe under Stripe's terms, as described in section 12. We may change, add to or discontinue features. Where a change materially reduces what was already delivered, we will give notice as described in section 19. ## 4. Account, access and team Access is passwordless, by a one-time code sent to your email or through a Google account. Keeping control of the registered email address is your responsibility: whoever has access to it has access to your account. You may invite other people into your account, in three roles with different reach: - Owner: whoever created the account. Has access to everything, including artificial intelligence credits, team, commissions and branches. - Collaborator: runs day-to-day work, within the branches they are assigned to. Cannot access credits, commissions or team, and cannot create, edit or delete a branch. - Professional: sees only their own schedule and their own commission statement. You are responsible for the acts of the people you invite. Revoking access ends that person's session for your account, but does not erase what was registered: the data always belonged to the account, not to whoever typed it in. Tell us immediately, at the address in section 21, if you suspect unauthorized use of your account. ## 5. Connecting your WhatsApp Business account To send and receive messages you connect your own WhatsApp Business account to the panel, through Meta's embedded signup flow. The WABA, the phone number, its reputation and the approved message templates are yours. By completing the connection you authorize us to operate your WABA on your behalf, within the limits of what the panel offers: sending the messages you or your agents determine, submitting and syncing templates, registering the number and receiving the notices Meta sends about your account. You may revoke that authorization at any time through Meta's business panel. From that point on we can no longer operate the number, and the features that depend on it stop working. Meta charges you directly for the messages you send, according to its own rate card and the category of each conversation. That charge does not pass through us, is not intermediated by us and is not included in what you pay Zaiped. We do not resell messaging and we apply no margin on top of Meta's rate card: what Meta charges is what you pay Meta. Meta's decisions about your number, such as restriction, quality downgrade, reduced sending limits or a ban, are Meta's. We surface them in the panel as soon as we are notified, but we cannot reverse them. ## 6. Your obligations toward Meta Using the WhatsApp Business Platform subjects you to Meta's rules in addition to these Terms. They are not optional and do not depend on your having read them: by connecting your WABA, you accept them toward Meta. We are contractually required to pass them on, and that is what this section does. At a minimum, the WhatsApp Business Terms of Service, the WhatsApp Business Solution Terms, the WhatsApp Business Messaging Policy and the WhatsApp Commerce Policy apply to you, in the versions Meta publishes from time to time. In particular, you undertake to: - Obtain prior, express consent (opt-in) from each person before starting a WhatsApp conversation with them, making clear that they will receive messages from your business at that number. - Keep an auditable record of that consent and produce it when we or Meta ask for it. - Honor unsubscribe requests immediately and stop messaging anyone who asked to opt out. - Categorize message templates correctly between marketing, utility and authentication, without disguising promotional messages as utility ones. - Not send unsolicited or bulk messages to purchased, rented or scraped lists. - Not use the platform for the content and products Meta prohibits, including but not limited to illegal drugs, tobacco, weapons, unsafe supplements, sexual products and services, unauthorized gambling, deceptive financial services and any content breaching the Commerce Policy. - Not misrepresent yourself as a person or business you are not, nor mislead recipients about who is speaking. - Comply with the law that applies to you, including the Brazilian Consumer Protection Code, the LGPD and the advertising rules of your industry. Breaching these rules may lead Meta to restrict or ban your number and your WABA, and may lead us to suspend your account under section 14. Because we operate as a technology provider for many customers, one customer's conduct affects the reputation of everyone's integration, which is why we treat such breaches strictly. You are solely responsible for the content of the messages you send and for their consequences, including toward recipients and authorities. ## 7. Acceptable use In addition to what section 6 requires, you may not, directly or through a third party: - Use the service for unlawful, fraudulent or deceptive activity, or activity that infringes a third party's rights. - Resell, sublicense, rent out or make the panel available to anyone who is not an authorized user of your account. - Attempt to access accounts, data or areas of the system that are not yours. - Reverse engineer, decompile or attempt to extract the source code, except to the extent the law expressly permits. - Scrape, bulk-extract or systematically copy data from the service through automated means we do not offer. - Circumvent technical limits, usage budgets, access controls or billing mechanisms. - Deliberately overload the infrastructure, or use it to attack third parties. - Use the artificial intelligence agents to generate unlawful, discriminatory, defamatory or copyright-infringing content. - Upload files containing malicious code. We apply per-account usage limits on message sending, artificial intelligence calls, file uploads and payment session creation. They exist to protect your account, the reputation of the integration and the service for other customers, and may be adjusted without notice where there is evidence of abuse. ## 8. Customer content Customer content is yours. We claim no ownership over your contacts, documents, catalog, message templates or agent instructions. You grant us a limited, non-exclusive, revocable license to store, process, transmit and display that content, only to the extent necessary to provide the service to you. That license ends when the content is deleted or when the account is closed, subject to the purge period described in the Privacy Policy. You represent that you hold the necessary rights over the content you upload and you are responsible for it. We do not routinely monitor account content, but we may remove it or block access to it under a court order, a valid legal request or clear evidence of a breach of these Terms. We may use aggregated, de-identified data that does not allow anyone to identify you or any data subject in order to measure and improve the service. ## 9. Data protection As to your contacts' data, you are the controller and we are the processor, as those terms are defined in the LGPD. We process that data only on your instructions, which are the operations the panel offers, and in accordance with our Privacy Policy, which forms part of these Terms. As controller, it falls to you to: - Have a valid legal basis for every processing operation you carry out through the panel. - Inform your contacts about the processing and maintain your own privacy policy. - Obtain specific, prominent consent where you process sensitive personal data. This applies in particular to documents attached to contact records containing health information, such as test results and prescriptions. - Respond to data subject requests and call on us when you need our help to comply. - Not upload to the panel any personal data you are not authorized to process. As processor, we undertake to process data only in order to provide the service, to apply the security measures described in the Privacy Policy, to engage subprocessors under compatible obligations, to assist you in responding to data subjects, and to report material security incidents without undue delay. If you need a data processing agreement as a separate instrument, write to privacidade@zaiped.com. ## 10. Artificial intelligence agents Agents generate responses automatically, from the instructions and knowledge base you configure. They are a support tool, not a qualified professional. Responses may contain errors, inaccuracies or out-of-date information, including about price, availability and lead time. You are responsible for reviewing your agents' configuration, for checking what they say on your behalf and for the consequences of the messages sent to your clientele. We do not warrant the accuracy, fitness for a particular purpose or regulatory compliance of generated content. Agents can take actions in your account, such as checking the schedule and booking, rescheduling or canceling appointments. Those actions have real effects and are attributed to you. Configure the agent's scope deliberately. By using the agents you acknowledge that the data described in section 8 of the Privacy Policy, including the contact record where a conversation is linked to one, is sent to third-party model providers for processing. Do not use the agents if you cannot authorize that transfer. We do not use your content to train models, and we require the same of our providers. ## 11. Artificial intelligence credits and billing The panel is unlocked with no monthly fee and no plan. What you buy are artificial intelligence credits, in fixed-value packs, at the prices shown on the pricing page and in the panel, in Brazilian reais. Each artificial intelligence call debits from your wallet the tokens it consumed, at the published rate. The purchase is one-off and processed by Stripe. There is no subscription, no automatic renewal, no lock-in period and no recurring charge: nothing is debited from your payment method unless you start a new purchase. We do not store your card details. Credits do not expire. With the balance exhausted, the artificial intelligence features stop answering and the rest of the panel remains available: we do not suspend your access for lack of balance. The token rate and the pack prices may change. A change applies to purchases made from its effective date onward, and never to credits already bought. Credits already bought are non-refundable, except where the law requires otherwise, and any remaining balance is extinguished when the account is closed. Stripe sends the receipt for each purchase to the account email. What you pay us does not include: the cost of messages sent over WhatsApp, which Meta charges you directly under section 5, nor Stripe's fees on the payments you receive from your own customers under section 12. ## 12. Receiving payments from your clients The panel lets you generate charges for your own clients. That feature is operated by Stripe, and using it requires you to complete Stripe's payout onboarding. That onboarding is a form hosted by Stripe, in which Stripe collects and verifies the details applicable regulation requires, such as tax ID, identity document and bank account. You provide those details directly to Stripe, and their processing follows Stripe's policy. By using the feature you also accept Stripe's terms of service applicable to connected accounts. Stripe's fees apply to transactions and are deducted according to Stripe's rules. Zaiped does not hold your clients' funds, is not a payment institution and is not responsible for settlement, payout, refunds, chargebacks or any decision Stripe makes about your payout account. The consumer relationship with your end client is yours. ## 13. Availability and support We work to keep the service available, but we do not currently offer a service level agreement with a guaranteed uptime percentage or a contractual support response time. We say so expressly rather than leaving it implied. The service may be unavailable due to scheduled maintenance, incidents, supplier failure or events beyond reasonable control. Foreseeable maintenance with material impact is announced in advance where possible. Part of the service depends on third parties we do not control, in particular Meta's platform, the hosting and database infrastructure, the artificial intelligence model providers and Stripe. Their unavailability affects Zaiped, and we are not liable for interruptions whose cause lies beyond our reach. Support is provided at the address in section 21, in Portuguese and English, on business days. ## 14. Suspension and termination You may close your account whenever you wish, by requesting deletion as described in section 12 of the Privacy Policy. There is no subscription to cancel, no notice period and no termination penalty. We may suspend or terminate your access, in whole or in part, in the following situations: - Chargeback or dispute of a credit purchase already consumed. - Breach of these Terms, in particular sections 6 and 7. - A determination by Meta, by a competent authority or by court order. - Concrete and immediate risk to the security of the service, to third-party data or to the integrity of our integration with Meta. Where the situation allows, we give notice first and a period to cure. In cases of immediate risk or external determination, suspension may be immediate and we notify you afterwards. Once the account is closed, you lose access to the panel and any remaining credit balance is extinguished, with no refund. Data is handled according to the periods in section 11 of the Privacy Policy. If you want a copy of your content, request it before closing the account or within the purge period, at the address in section 21, and we prepare it. Closing your Zaiped account does not close your WhatsApp Business account with Meta, which remains yours. ## 15. Intellectual property The panel, the software, the Zaiped brand, the visual identity, the documentation and all material we produce are ours or licensed to us, and remain so with or without these Terms. We grant you a limited, non-exclusive, non-transferable, revocable license to use the panel for as long as your account exists and for the purposes set out here. Nothing in these Terms transfers intellectual property rights. If you send us a suggestion, criticism or improvement idea, we may use it freely, with no obligation of compensation or attribution. Third-party trademarks mentioned here, including WhatsApp and Meta, belong to their respective owners. ## 16. Warranties and disclaimers The service is provided as is and as available. To the fullest extent permitted by applicable law, we make no warranty that it will be uninterrupted, error free or fit for any particular purpose of yours. We do not guarantee commercial results. Message delivery volume, response rate, conversion into sales and service quality depend on factors we do not control, including the content you send and Meta's decisions about your number. We do not guarantee approval of message templates, maintenance of your number's quality, or continued access to Meta's platform on its current terms. This section does not exclude rights the law guarantees on a mandatory basis, including those under the Brazilian Consumer Protection Code where it applies to the relationship. ## 17. Limitation of liability To the fullest extent permitted by applicable law, our total liability, across all claims relating to the service in any 12 month period, is limited to the amount you actually paid us in credits in the 12 months preceding the event giving rise to the claim. We are not liable for lost profits, lost business opportunity, data loss caused by you or by a third party, indirect damages or consequential damages. We are not liable for the acts and omissions of third parties you engage or accept when using the service, including Meta, Stripe and the artificial intelligence model providers, nor for decisions they make about your account. These limitations do not apply to willful misconduct, fraud, gross negligence, or to cases where the law prohibits limitation. ## 18. Indemnity You agree to indemnify and hold us harmless from claims, losses, fines and expenses, including reasonable legal fees, arising from: - Use of the service in breach of these Terms or of the law. - Messages you send, including through your agents, and their consequences toward recipients and authorities. - Processing of personal data you carry out without a legal basis, including sensitive data attached to contact records. - Breach of the Meta rules described in section 6. - Infringement of a third party's rights by customer content. We will notify you of the claim and give you the opportunity to take part in the defense. ## 19. Changes to these Terms We may change these Terms to reflect changes in the service, in the law or in our suppliers' rules. The last-updated date at the top of the page is always that of the version in force. Material changes are communicated by email or in the panel at least 30 days in advance. Continuing to use the service after the effective date means accepting them; if you do not agree, you may stop buying credits and ask for the account to be closed before then. Changes required by law or by a Meta determination may take effect on shorter notice, and in that case we explain the reason in the notice. ## 20. Governing law and jurisdiction These Terms are governed by the laws of the Federative Republic of Brazil. The courts of the district of São Paulo, SP, where NIVENS COMERCIO DE MERCADORIAS LTDA. has its registered office, are chosen to settle disputes arising from these Terms, waiving any other, however privileged. Where the relationship is a consumer relationship, the courts of the consumer's domicile prevail, as provided by the Brazilian Consumer Protection Code. If any provision of these Terms is held invalid or unenforceable, the remaining provisions stay in force. ## 21. Contact - Support and general matters: contato@zaiped.com - Privacy, data protection and Data Protection Officer: privacidade@zaiped.com - Postal address: NIVENS COMERCIO DE MERCADORIAS LTDA., CNPJ 44.033.204/0001-02, R. Voluntários da Pátria, 1560, apto. 54 bloco A, Santana, São Paulo, SP, CEP 02010-300