Terms of Use

1. Purpose and acceptance

These Terms govern the use of the CCX Messages platform, provided by CCX COMPANY INTERMEDIAÇÃO DE NEGÓCIOS LTDA, CNPJ 69.602.757/0001-51. By creating an account, accepting the commercial proposal, or using any part of the service, your company agrees to this text.

The platform is a software-as-a-service offering for sending, receiving, and managing messages across digital channels, including customer service, automations, and an artificial intelligence agent. We do not sell a perpetual license nor deliver source code.

Whoever accepts must have authority to bind the company. If you are creating an account on behalf of a third party without that authorization, do not proceed.

2. Account, access, and responsibility

Your company is responsible for everything that happens on the account, including the actions of users it has invited and integrations built with your API keys.

• 2.1Each user must have their own login. Sharing credentials is prohibited — and unnecessary, since we do not charge per user.
• 2.2The Customer must require two-factor authentication, in the organization settings, for profiles with access to API keys, the wallet, and user administration.
• 2.3An API key is a secret. Leakage must be reported immediately for revocation; sends made with a valid key are considered authorized.
• 2.4It is up to your company to revoke access for anyone who leaves the team. The platform provides the tool; the decision and the timing are yours.

3. Plans, monthly fee, and measurement

The service has two cost components: the platform monthly fee, defined by the measured tier, and the consumption of messages and interactions, debited from the prepaid wallet.

The tier is measured automatically by the cycle's volume. If volume drops, the tier drops the next cycle, with no need for renegotiation. There is no minimum commitment or setup fee.

• 3.1Own WABA. An account may connect to the platform a WhatsApp Business Account (WABA) held by the company itself, through embedded signup. In that modality, the per-message WhatsApp price and each party's responsibilities follow the Own WABA Terms, shown in the dashboard and accepted before connecting. The platform monthly fee does not change. Accounts that do not make this choice remain fully governed by this clause 3.

The current rate card is part of this contract. A price adjustment is communicated at least 30 days in advance and does not apply retroactively to balance already purchased.

4. Prepaid wallet and balance

The wallet is prepaid: credit is acquired before use and debited at the moment of sending. There are separate wallets for production and testing, and the test wallet never debits any real amount.

• 4.1Top-ups by Pix are released within seconds; by boleto, after bank confirmation.
• 4.2With insufficient balance, new sends are refused with a specific error. We do not accrue debt or send without funds.
• 4.3Acquired credit does not expire while the contract is active and can be used on any channel.
• 4.4A top-up that is reversed, refunded, or not definitively confirmed by the financial institution — including through Pix MED or chargeback — has the corresponding credit reversed in the wallet.

Any remaining balance at termination is refunded per the contract, less amounts outstanding and consumption already incurred.

5. Acceptable use

The platform exists for legitimate communication between companies and their customers. The practices below are prohibited and, when identified, authorize the immediate suspension of sending.

• 5.1Sending a message without a legal basis or valid consent, when the communication requires consent.
• 5.2Sending fraudulent, deceptive, or phishing content, or content that impersonates another company or institution.
• 5.3Ignoring an opt-out request. A registered opt-out must be respected across all campaign channels.
• 5.4Using a purchased, rented, or scraped list without the data subject's authorization.
• 5.5Circumventing technical limits, routing third-party traffic without a reseller agreement, or attempting to mask the origin of the send.
• 5.6Sending unlawful or discriminatory content, or content that violates a third party's rights or the channel provider's policies.

A breach of a channel provider's policy may result in the number or the sender being blocked by the provider itself — a consequence that is outside our control and does not qualify for a refund.

6. Data and privacy

Your customers' data belongs to you. We act as processor and handle it on your behalf, with a purpose limited to executing the service, under the data processing agreement that is part of this contract.

Your company is the controller and warrants the legal basis for contacting the data subject. We provide the tools for opt-out, export, deletion, and audit; the decision on processing is yours.

If your company came to CCX through a referral from a partner in the partner program, through the partner's link or code, or through a registration the partner made, that partner sees in the Partner Portal the company's name, the contact the partner logged, the account status and its dates, the plan, the monthly fee and the amount spent on messages in the year. The partner sees this data to check the commission and bonus that CCX pays, and does not see message content, your contacts or conversations.

No conversation from the platform is used to train an AI model — neither by us nor by any third-party provider. Details in the Privacy Policy.

7. Availability and SLA

We commit to 99.9% monthly availability of the send API. If the target is missed, the corresponding credit is applied to the wallet, with no request required.

Measurement excludes unavailability caused by a channel provider, scheduled maintenance announced at least 48 hours in advance, and use outside the contracted conditions.

8. Message delivery

We deliver the message to the channel provider and pass back every status received. We do not — and cannot — guarantee final delivery to the recipient: that step depends on third parties and on the device itself.

Refunds do not apply to failures due to a device being off or out of coverage, an invalid or ported number, blocking by the recipient, spam classification by the carrier, expiration of the conversation window, or refusal by the channel provider.

A message rejected by the provider before acceptance is not billed. A message accepted and then not delivered because of an external cause is billed, because the send service was performed.

9. Intellectual property

The platform, the code, the brand, and the documentation are ours. The content you send, your contacts, and your templates are yours. Nothing in this contract transfers ownership between the parties.

• 9.1We grant you a non-exclusive, revocable use license limited to the term of the contract.
• 9.2It is prohibited to reverse-engineer, to resell access without a reseller agreement, or to use the platform to build a competing product.
• 9.3We may mention your company as a customer and use your brand in marketing materials only with prior written authorization.

10. Limitation of liability

Our total liability, for any cause, is capped at the amount paid by your company in the 12 months preceding the event — or the amount actually paid, if the contract is less than 12 months old.

We are not liable for lost profits, loss of business opportunity, indirect damages, or the consequences of third-party acts, including the channel provider, the carrier, and the financial institution.

This limitation does not apply to willful misconduct, fraud, or a breach of data protection obligations on our part.

11. Term, termination, and exit

The contract runs for an indefinite term. Either party may terminate without penalty on 30 days' prior notice — there is no lock-in clause and no minimum volume commitment.

• 11.1On termination you have a window to export contacts, history, and templates via the API or the dashboard.
• 11.2After the window, the content is deleted, and only records that the law requires us to retain remain.
• 11.3We may suspend the service immediately in the event of a breach of acceptable use, a risk to platform integrity, or a default not cured after notice.
• 11.4Suspension for default does not erase balance already acquired, which remains available once the situation is resolved.

12. General provisions

Any amendment to these Terms that reduces rights or expands obligations is communicated at least 30 days in advance, allowing termination without penalty before it takes effect.

This contract is governed by the laws of Brazil. The venue of CCX's headquarters is elected to settle disputes, except where a legal provision to the contrary applies to consumers.

The rate cards, the SLA, and the data processing agreement are part of this contract. For an account that chooses its own WABA, the Own WABA Terms accepted in the dashboard are also part of it and, where specific, prevail over clause 3 and over price references on the website.