Terms of Use

Andavor is a Brazilian platform for customer service and sales powered by artificial intelligence. This document is the contract between Andavor and you, the merchant. These Terms become part of the agreement when you accept them upon creating or subscribing to an account on Andavor.

Andavor is the name under which 69.217.692 CLEVERSON ANDRE DA CUNHA FILHO operates, registered under CNPJ No. 69.217.692/0001-20, headquartered in the Municipality of Cachoeira Alta, State of Goiás — that is the party contracting with you, and that is the identification shown at the top of this page and at the time of subscription. The official channel for any matter concerning this contract is the email address given at the end of this page.

The Privacy Policy is part of these terms. Reading one without the other leaves half of the agreement out.

• Platform — the dashboard at app.andavor.com, the customer service that runs on your website and on the connected channels, and everything Andavor operates to make that work.
• AI attendant — an artificial intelligence system used by Andavor to talk with your store's customers. In technical documentation, it may also appear as the “agent.”
• Merchant, or you — whoever subscribes to the platform to serve the customers of their own business.
• End customer — the person who talks to the attendant from the outside: whoever wants to buy from you.
• Channels — the places where the conversation happens: the widget on your website, Instagram Direct, WhatsApp, and Telegram, as you connect them.
• Merchant content — your catalog, your prices, your manuals, what you teach the attendant, and your customers' data.

Andavor provides an AI attendant to talk with your store's customers. It looks up your catalog, answers based on what your store has taught it, quotes shipping, builds the order, generates the payment request, and checks the latest delivery update with the carrier — using your own payment, shipping, and store accounts.

The dashboard shows what happened: the conversations, the orders, what the attendant answered, and where it asked for human help. You can take over any conversation at any time.

• Andavor does not sell your products. You are the one selling; the attendant conducts the conversation.
• Andavor is not the recipient of the proceeds of your sales and is not a payment intermediary. When the platform generates or presents a payment request, the amount is processed by the provider connected to your own account and goes straight to you.
• Andavor is not a party to the consumer relationship between you and your customer. You are the one responsible for the product, price, lead time, invoice (nota fiscal), delivery, exchanges, and warranty.
• Andavor does not sell, rent out, or hand over your customers' data to anyone, and does not use your store's conversations to advertise for third parties.

You must be at least 18 years old and have the legal capacity to enter into contracts. Your registration information must be true and up to date — the registered email address is the official channel for notices, including notices of changes to prices and to these terms.

The password is yours and non-transferable. Everything that happens in your account is treated as done by you, so let us know immediately if you suspect unauthorized access. If you give someone on your team access to the dashboard, you are responsible for whatever that person does.

The store is yours. The catalog, the customers, and the payment and shipping accounts are yours and remain in your name. The money from your sales continues to be received by your own payment account and is not received by Andavor.

Merchant content is and remains yours. You grant us only the permission needed to operate the platform for you: to store, process, and display that content for as long as the contract is in effect. That permission ends when the contract ends.

While the account is active, you may request at any time a copy of your data in a machine-readable format — orders, conversations, and store configuration. We deliver it within 15 calendar days, free of charge.

• For what your store sells, and for the accuracy of the prices, lead times, measurements, and descriptions you enter or teach the attendant.
• For fulfilling your obligations to the end customer: invoices, delivery, exchanges, warranty, and after-sales service.
• For being the Controller of your customers' data, in the language of the Lei Geral de Proteção de Dados (LGPD, Law No. 13,709/2018) — including for having your own privacy policy published and for responding to the requests your customers make about their data. Andavor supports you in responding to those requests; see section 18.
• For connecting only accounts, channels, and credentials that are yours or that you are authorized to use.
• For reviewing what the attendant has learned before letting it talk to customers, and for following the conversations — the platform provides the tools for this.

By using the platform, you agree not to:

• Use it for illegal activity, to sell what the law prohibits, or to deceive consumers.
• Send unsolicited bulk messages, buy contact lists, or use the channels for spam. This violates the law and the channels' rules, and it gets your account taken down on those channels before it gets taken down here.
• Make the attendant pass itself off as a human, or remove the identification of the service as automated. This is not configurable: it is required by the Código de Defesa do Consumidor (Brazilian Consumer Protection Code) and by the channels' policies.
• Attempt to circumvent usage limits, access another merchant's data, probe the infrastructure, reverse-engineer the attendant, or extract the model through mass queries.
• Resell, sublicense, or offer the platform as if it were your own without a written agreement with Andavor.
• Feed the attendant sensitive personal data (health, biometrics, religion, political opinion, children's data) without a specific legal basis for doing so.

The platform connects to services that are not ours: Meta (Instagram and WhatsApp), Telegram, your store's platform, your payment provider, and your shipping provider. Each has its own rules, and by connecting them you also accept their rules.

These services may change, limit, or end access by decisions that do not go through Andavor — including suspending your number or your account. When that happens, we let you know and help however we can, but Andavor is not liable for a third party's decision about an account that is yours.

The AI attendant can make mistakes. It answers using the information provided by your store and the connected systems. Andavor uses controls to reduce these mistakes, but no AI system completely eliminates that possibility.

That is why the platform records every conversation, lets you rehearse before turning the attendant on for the public, and lets a human take over at any time. We recommend, in no uncertain terms, that you follow the conversations.

Andavor does not guarantee sales results, conversion rates, revenue, or number of conversations handled. Any figure shown in promotional material is an example of what has already happened, not a promise of what will happen for you.

Andavor offers Personal, Essential, and MAX plans, as well as Andavor Business Essential and Andavor Business MAX, all available for direct sign-up on the website. Plans differ in their monthly artificial intelligence usage allowance and spike protection, described in this section; priority in the service queue, where conversations for stores on Essential and MAX go ahead of conversations for stores on Personal; and the trial period, which only Personal has. Business options include setup assistance and direct support from the Andavor team, with the same allowance, spike protection, and priority as the corresponding Essential or MAX plan. The remaining conditions in this section apply to all plans. The price, allowance, and limits of each plan are the ones published at andavor.com/en/precos, and the plan you are charged for is the one you choose when you subscribe.

The subscription is monthly, with no setup fee and no minimum term. Personal begins with a 14-day trial, during which nothing is charged; Essential and MAX, including Business options, have no trial period. A credit card is the subscription's payment method and may be provided at sign-up or later, through the dashboard; on Personal, when it is provided at sign-up, it is the card that starts the trial. On Personal, the first charge occurs on the first day after the trial ends; on Essential and MAX, including Business options, it occurs when you subscribe, as you confirm the card. On all plans, charges then recur monthly on the subscription's anniversary date. The current price of the chosen plan is the one published at andavor.com/en/precos and confirmed before you confirm the card. For now, the subscription can only be paid by credit card.

Each plan includes a monthly allowance of artificial intelligence usage, measured in tokens — the pieces of text the attendant reads and writes in order to respond. Beyond the allowance, the overage is deducted from the usage credits you buy in the dashboard, at the per-unit rate published at andavor.com/en/precos — we never charge overage that is not published.

Each plan also has spike protection, which limits how many automatic replies go out within a short window. While it is active, or when the allowance runs out and no credit is available, automatic replies are paused until the period rolls over, until you buy credit, or until you change plans — and the dashboard warns you before it gets to that point.

The price may be adjusted once a year by the change in the IPCA (Brazil's official consumer price index) over the period — this is the condition disclosed when you subscribe. Any price change that does not result from this condition is communicated by email and in the dashboard at least 30 days in advance and does not retroactively alter a period already paid for; if it does not suit you, just cancel before it takes effect, with no penalty.

If a payment fails, we notify you and keep the service running for 7 more calendar days before suspending it. Suspension for non-payment does not delete your data: it remains stored for the period set out in section 13.

In addition to these three, Andavor offers the Enterprise plan, which is not signed up for on the website: its usage limits, price, and payment method are agreed in writing with Andavor, in a separate proposal or contract. Whatever is agreed in writing replaces what this section says on those same points; everything else in these Terms remains in effect.

Regardless of whether the Código de Defesa do Consumidor applies to your subscription, Andavor contractually grants you 7 calendar days, counted from the first charge, to withdraw and get back the full amount paid — the period runs from the first charge, not from the date you subscribed, because on Personal the trial period comes before it and nothing is charged during the trial. Where the law grants additional rights, those rights remain preserved.

After that period, you can cancel whenever you want, through the dashboard or by email. The service continues until the end of the period already paid for, with no penalty and no cancellation fee. There is no prorated refund for the current period, unless the cancellation was caused by a failure on our part.

We may suspend or terminate an account that violates the law, violates section 8, violates the policies of the connected channels, or puts other merchants' operations at risk. Whenever possible, we give notice first and allow time to fix the issue; in cases of serious risk or a legal order, the suspension is immediate and the notice follows.

Once the contract ends, at the initiative of either party, you have 30 calendar days to request an export of your data. Once 90 days have passed since termination, we delete or anonymize your account's data, keeping only what the law requires us to keep — the periods are in section 10 of the Privacy Policy.

The platform, the AI attendant, the model behind it, the code, the brand, and the website's materials belong to Andavor. Nothing in this contract transfers any of that to you: what you receive is the right to use the platform while the subscription is active.

Your content remains yours, as section 6 states. If you send suggestions or criticism about the platform, we may use them to improve it without this creating any obligation to pay — and without the suggestion ceasing to be yours for any other purpose.

Andavor may use effectively anonymized information to evaluate and improve its systems and models. Data is treated as anonymized only when, considering the reasonable technical means available, it cannot be associated, directly or indirectly, with a person.

Merely removing a name, phone number, email address, or ID number is not enough when the rest of the content still makes it possible to identify someone. As long as a piece of information remains personal data, it remains subject to the rules of the LGPD and of our Privacy Policy.

Only after the anonymization process may the anonymized content be used for the improvement described in this section.

“Improve” here means, concretely: evaluating the attendant's answers against the operation's rules, measuring where it makes mistakes, building example and test datasets, and adjusting Andavor's model based on them. It is work on the anonymized content, not a handover of it to outside parties.

What we never do: use the identified content of your conversations to adjust the model; use your catalog, your prices, or your manuals to serve another merchant; and send any content from your conversations to a third-party artificial intelligence provider — the model runs on infrastructure operated by Andavor itself.

If, even so, you do not want your store's conversations included in this anonymized set, write to the contact email address. We record the request and begin excluding your account from this use within 15 calendar days, with no change in price and no change in how your customer service works.

We work to keep the platform up at all times, but we do not contract with you for a guaranteed availability level. Scheduled maintenance is announced in advance when it takes the service down; urgent fixes may go live without notice.

Interruptions caused by a third party — a channel, a payment provider, your store's platform, a telecom operator, or an infrastructure provider — are beyond our control, and we let you know as soon as we find out.

Andavor is liable for the direct damages it causes through its own failure, limited to the total amount you paid in the 12 months preceding the event. We are not liable for lost profits, lost sales opportunities, or indirect damages, nor for third-party decisions about your account on the channels.

This limit does not apply to willful misconduct, gross negligence, data breaches caused by a failure on our part, or any situation in which the law — including the Código de Defesa do Consumidor and the LGPD — prohibits limiting liability.

In the processing Andavor carries out on behalf of your store and following your operation's instructions, your business acts as the Controller and Andavor acts as the Processor of your customers' personal data.

In processing in which Andavor itself determines the purposes and means — such as certain data from your account, security, subscription billing, and compliance with legal obligations — Andavor may act as the Controller, as detailed in the Privacy Policy. Each party's role follows the processing that actually takes place, not the label written here.

This section, together with the Privacy Policy, sets out the main data processing terms between the parties: the sub-processors used, the retention periods, the security measures, what we do in the event of an incident, and how each of us handles a data subject request. If your operation requires a specific data processing agreement, contact Andavor.

Whatever each party learns about the other because of this contract — margins, suppliers, customer base, the platform's inner workings — is confidential and remains so after the contract ends. Each party must take reasonable measures to protect what it has received from the other. This does not apply to what was already public, to what the party already knew beforehand, or to what the law or a court order requires to be disclosed.

When we make a material change to these Terms, we will notify you by email or through the dashboard at least 30 days in advance. Changes do not retroactively alter the conditions of a period already paid for. If you do not agree with the new version, you may cancel before it takes effect.

The version number and the date of the last update remain published at the top of this page. Previous versions are available through the contact email address.

This contract is governed by Brazilian law. Before any dispute, write to the contact email address: most of what turns into a lawsuit can be resolved in a conversation.

The courts of the judicial district to which the Municipality of Cachoeira Alta, State of Goiás, belongs — the municipality where Andavor is headquartered — are elected as the forum for matters arising from this contract, without prejudice to the consumer's right to choose the courts of their own domicile, which no clause can take away.