Terms of Use

1. About these terms

These Terms of Use govern the use of the website, the Multly account, the customer dashboard and the Multly desktop app. Multly is provided by NEXEUS SISTEMAS INTELIGENTES LTDA, CNPJ 58.310.179/0001-63, with its address at Rua Izaurina Braga, 160, Compensa I, Manaus, AM, CEP 69030-000, Brasil ("we").

By creating an account, on the website or in the app, or by using Multly, you confirm that you have read and accept these terms and the Privacy Policy, which forms part of them. If you do not agree, do not create an account or use the service.

In these terms, "you" means the person who creates and uses the account. If you use Multly on behalf of a company, you represent that you have the authority to accept these terms on its behalf, and the company is bound by them.

2. The service

Multly is an app for Windows that displays the official WhatsApp Web in multiple profiles, each with its own isolated session, in the same window. Around WhatsApp Web, it provides local customer service tools such as notes, labels, tasks, quick replies, search, an operations dashboard, encrypted backup, a local chat archive, a CRM, customer service metrics, reminders, an optional writing assistant and AI for customer service, which is also optional. There is no version for other operating systems yet.

The app can be used without an account, with the free plan features; without an account, it only checks our website for prices and released versions, without sending personal data or chat content, and only sends an incompatibility report if you allow it, as explained in the Privacy Policy. With a Multly account, free or Pro, it confirms the license with our server when it opens and periodically, and keeps working for a few days without internet using the last valid license. WhatsApp Web, on the other hand, needs internet to work.

On Windows, the app checks for new versions on its own, shortly after it opens and once a day, and only downloads and installs a new version with your confirmation. The automatic check can be turned off in the app settings.

3. Independence and trademarks

Multly is an independent product, not affiliated with, approved or sponsored by Meta Platforms, Inc., WhatsApp LLC or their affiliates. It does not reimplement the WhatsApp protocol: it displays the official WhatsApp Web, as a browser would.

WhatsApp and Meta are trademarks of their respective owners. They are mentioned on the website and in the app only to indicate which service Multly works with.

4. Who may use Multly

To create an account and subscribe to Pro, you must be at least 18 years old and have the legal capacity to enter into contracts under the law of your country. Multly is not intended for anyone under 18.

Multly may not be used by anyone barred by applicable law or whose account has been terminated for breach of these terms, unless we authorize it.

5. Account and security

You create the account with a name, an email and a password, on the website or in the app, and must provide accurate information and keep it up to date. The password must be at least 10 characters long. If you are accessing from Brazil, sign-up also asks for your CPF or CNPJ, used for billing, for issuing the invoice (nota fiscal) and for payment by PIX, as explained in the Privacy Policy.

After you sign up, we send a link to confirm your email, valid for 24 hours, which can be resent from the dashboard or the app. Without a confirmed email, the free plan works normally, but you cannot subscribe to Pro or activate activation keys. You can change the account email in the dashboard: the change only takes effect after you open the link sent to the new address, and the previous address receives a notice.

You can turn on two-step verification in the dashboard, under Security. With it on, logging in on the website and in the app asks, in addition to your password, for a code from an authenticator app or one of the 10 single-use recovery codes shown when you turn it on. Keep these codes in a safe place: without the authenticator app and without the codes, you may lose access to your account. Changing or resetting your password does not turn off two-step verification.

You are responsible for keeping your password confidential, for the security of the computers on which you use Multly and for everything done with your account. If you suspect unauthorized use, change your password in the dashboard, disconnect any computers you do not recognize and let us know at [email protected].

The account is personal. You may not sell, rent or transfer the account or the license to third parties. A company may use its own account on its team’s computers, within the plan’s computer limit. On the Team plan, each agent uses their own account, as described in section 21.

6. Plans and limits

Multly has the free plan and the Pro plan. Pro can be taken out as a monthly or annual subscription:

• Free: no cost and no time limit, with up to 2 WhatsApp profiles and 1 active computer. It includes the full WhatsApp Web in each profile, system notifications with the profile name and the essential technical features: saving mode, automatic recovery, themes, shortcuts and command palette, separate downloads per profile, profile photo, language selection, spell checker and profile organization.
• Monthly Pro: subscription billed monthly, with unlimited WhatsApp profiles, up to 3 active computers, the local chat archive (deleted and edited messages, photos and audio kept), the AI writing assistant, AI for customer service (chat summary and suggested replies, labels and funnel stages), the CRM (funnel with stages in columns, deal value, next follow-up and CSV export), customer service metrics, calculated from the chats opened in the app (reply times, customers waiting for a reply, volume and period comparison), reminders for the next follow-up and task due dates at the scheduled time, sync across computers, with end-to-end encryption, notes, tasks, labels, quick replies with automatic variables, global search, the operations dashboard, per-profile notification settings (sound, preview, business hours and do not disturb), PIN lock, manual and automatic, and encrypted backup.
• Annual Pro: subscription billed yearly, with the same features and limits as monthly Pro, as described in section 8.
• Team: monthly or annual subscription billed per agent (seat), with a minimum of 3 agents, which gives each agent on the team, on their own account, the same features and limits as monthly Pro, as described in section 21.

Features not listed in the description of the free plan are exclusive to Pro. The limits are set by our server and enforced by the app. The limits and features in force are always shown on the plans page and in the dashboard.

We may change the features and limits of the plans, for example to keep up with changes to WhatsApp Web or to the product. Changes that reduce what you receive will be announced at least 30 days in advance, by email and on the website. For Pro, monthly or annual, they do not apply to the period already paid, and you can turn off renewal before they take effect.

Free Pro trial

Every new account gets 14 days of Pro for free, with the same features and limits as monthly Pro, starting from the first confirmation of the account email. The trial does not ask for a card or any other payment method and does not turn into a subscription: at the end of it, there is no charge, and the account goes back to the free plan on its own, as described in section 9, including the disconnection of computers beyond the free plan limit.

The trial is available once per account and is not granted again to an email that has had a trial in the last 12 months, even on another account or after the account is deleted, or to an account that has already had a paid subscription or is blocked. You can subscribe to Pro during the trial: the trial ends when the subscription is activated, and the paid period starts on payment. An activation key redeemed during the trial starts when the trial ends. We may change the length of the trial or stop offering it to new accounts, without affecting trials already in progress.

7. Price, currency and taxes

The currency and the price are set automatically by the country from which you access the website, as provided by our content delivery network based on the IP address, not by the language. The currency cannot be chosen. The prices below are net, excluding taxes, and annual Pro costs 10 times the monthly price of Pro in the same currency:

• In Brazil, in Brazilian reais: R$29.90 per month for monthly Pro and R$299.00 per year for annual Pro.
• In countries and territories that use the euro, in euros: €9.90 per month for monthly Pro and €99.00 per year for annual Pro.
• In the United Kingdom, the Isle of Man, Jersey and Guernsey, in pounds sterling: £7.49 per month for monthly Pro and £74.90 per year for annual Pro.
• In Switzerland and Liechtenstein, in Swiss francs: CHF 7.90 per month for monthly Pro and CHF 79.00 per year for annual Pro.
• In Mexico, in Mexican pesos: MX$179.00 per month for monthly Pro and MX$1,790.00 per year for annual Pro.
• In Colombia, in Colombian pesos: COL$31,900.00 per month for monthly Pro and COL$319,000.00 per year for annual Pro.
• In Chile, in Chilean pesos: CLP 9,490 per month for monthly Pro and CLP 94,900 per year for annual Pro.
• In Peru, in soles: S/ 34.90 per month for monthly Pro and S/ 349.00 per year for annual Pro.
• In all other countries, including the United States, Canada and Argentina, and when the country cannot be identified, in US dollars: US$9.90 per month for monthly Pro and US$99.00 per year for annual Pro.

If you have or have had a paid subscription by card, later purchases stay in that subscription’s currency, because the payment processor keeps a single currency per customer; with a PIX subscription in effect, they stay in Brazilian reais. Otherwise, the currency of each purchase is fixed when payment starts, by the country from which you are accessing the website at that moment; if the country has changed since the page was opened, the updated price is shown before you proceed to payment. The price and currency that apply are those shown on the payment screen before confirmation. PIX is only available in Brazilian reais, in any language of the website, and requires a Brazilian CPF or CNPJ (taxpayer number).

Pro and the Team plan are not sold in countries under international sanctions where our payment processor cannot operate, currently Russia, Belarus, Cuba, Iran, North Korea and Syria. When you access the website from these countries, it shows that the purchase is not available, and payment is declined.

Cards issued in a country other than that of the purchase currency may be declined or reviewed before the charge: for example, a card issued outside Brazil for a purchase in Brazilian reais or a card from outside the euro countries for a purchase in euros. A purchase paid with a card from another country may also be reviewed by our team, which may cancel the subscription and refund the amount paid.

On the Team plan, the price is per agent, net, excluding taxes, and the annual subscription costs 10 times the monthly price per agent. The amount of each charge is the price per agent multiplied by the number of seats:

• In Brazilian reais: R$24.90 per month or R$249.00 per year.
• In euros: €7.90 per month or €79.00 per year.
• In pounds sterling: £5.90 per month or £59.00 per year.
• In Swiss francs: CHF 6.49 per month or CHF 64.90 per year.
• In Mexican pesos: MX$139.00 per month or MX$1,390.00 per year.
• In Colombian pesos: COL$24,900.00 per month or COL$249,000.00 per year.
• In Chilean pesos: CLP 7,490 per month or CLP 74,900 per year.
• In soles: S/ 26.90 per month or S/ 269.00 per year.
• In US dollars: US$7.90 per month or US$79.00 per year.

The advertised price is charged per month for monthly Pro and per year for annual Pro. Fees charged by your bank or card issuer, such as currency conversion fees or IOF (Brazilian financial transactions tax), are not charged by us and are governed by your agreement with them.

Taxes

List prices do not include taxes. Tax follows the same country that sets the currency, that is, the country (and, where the rate depends on it, the state or province) from which you access the website when the purchase starts, and it is fixed in the subscription, like the currency. Where we are registered for tax, we calculate the tax of that country on the net price, add it to the price and itemize it, with its name and percentage, in the order summary on the website, on the payment screen, on the invoice and on the receipt. Where we are not registered for tax, no tax applies, and the amount paid is the net price.

• In the European Union, the United Kingdom, Switzerland, Liechtenstein, Norway and Iceland, the price shown to consumers is the final price, with the tax of the country already included (for example, "incl. 19% VAT"), and the amount paid is the amount shown. In the European Union, the VAT is that of the consumer’s country.
• In the United States and Canada, where tax applies, the price is shown without it, with a note of the tax added (for example, "+ 13% HST"), and the total including tax is shown on the website and on the payment screen before confirmation.

Businesses with a valid European Union VAT number and, where the website offers the option, with a valid United Kingdom VAT number can buy as a business by entering the number on the website before payment. The number is checked with the official service (VIES, of the European Commission, or the HMRC service, in the United Kingdom) and must be from the same country as the purchase. With a valid number, the reverse charge applies, under which the customer accounts for the tax: the charge is made without tax, and the invoice is issued on that basis, showing the number entered. If the official service is unavailable, the purchase can be made as a consumer, with tax.

Discount coupons

We may offer discount coupons, for example in promotions or in the email sent after a subscription ends. Each coupon has its own conditions, shown before payment: the discount, as a percentage or as a fixed amount in each currency, always on the net price, with tax, where applicable, calculated on the discounted amount; the plans it applies to (monthly Pro, annual Pro, the Team plan or more than one of them); the duration, which may be only the first charge, the charges for a number of months or every charge for as long as the subscription lasts; the validity period; and a total usage limit.

A coupon is entered only on the website, in the "I have a coupon" field on the payment page or through the link in the email, applies to one purchase at a time and can be used only once per account. The discounted amount is never below the minimum charge for the currency (R$10.00, €0.50, £0.50, CHF 0.50, MX$10.00, COL$2,000.00, CLP 500, S/ 2.00 or US$0.50). Once the discount duration is over, the following charges go back to the full price in force; the monthly Pro discount does not carry over to annual Pro when you switch plans. A coupon cannot be exchanged for money. We may deactivate a coupon at any time, without affecting those who have already subscribed with it until the end of the discount duration. In a refund, the amount actually paid, with the discount, is returned. On the Team plan, the discount applies to the total for the seats in the charge.

8. Subscription, renewal and failed payments

You subscribe to Pro on the website, monthly or annual, after choosing the payment method. Other than PIX, payment is made on the website’s payment page, in the form of Stripe, our payment processor, in all countries, by card, digital wallet or other methods Stripe offers, depending on the country; boleto is not offered. Payment details are entered directly with Stripe and do not pass through Multly. In these terms, what applies to card payment also applies to the other methods paid through Stripe.

The subscription starts on the date you subscribe and renews automatically every month, for monthly Pro, or every year, for annual Pro, until it is canceled. With a card, the charge is made to the same payment method, and invoices and receipts are available in the Stripe portal, which you can access from the dashboard under "Manage payment".

If we change the price of Pro, we will notify you by email at least 30 days in advance. The new price applies from the first renewal after that period, and you can cancel before that renewal at no cost.

With a card, if a charge fails, Stripe tries again for a few days, and Pro remains active during that time. You can update your payment method in the Stripe portal. If the new attempts also fail, the subscription is ended and the account goes back to the free plan, as described in section 9. You can subscribe again whenever you want.

Payment by PIX, in Brazil

In Brazil, you can also pay for monthly Pro and annual Pro by PIX, in Brazilian reais. PIX charges are issued and collected by Asaas, our PIX payment processor. To issue the charge, Asaas requires the full name and the CPF or CNPJ of the payer, which we send to Asaas. The CPF or CNPJ used is the one stored in your account, and it is not asked for again at each payment; if the account does not have the document yet, it is asked for at the first PIX payment and is then stored in the account. A document different from the stored one is refused at payment: to use a different document, correct it in the dashboard. Multly stores the document encrypted, as explained in the Privacy Policy.

With a monthly PIX subscription, each monthly fee generates a new PIX charge. Depending on the mode offered when you subscribe, you pay each monthly fee with the QR code shown in the dashboard and sent by email, or you authorize Pix Automático in your bank app when you pay the first month, and the following monthly fees are debited automatically from the authorized account. With Pix Automático, the CPF or CNPJ used must be that of the holder of the paying account, and you can also cancel the authorization in your bank app. With annual Pro by PIX, there is one PIX charge per year: at each renewal, we notify you by email and in the dashboard, and you pay the new charge with the QR code. Pix Automático is available only for monthly Pro.

The paid period runs from the due date of the paid charge to the same day of the following month, for monthly Pro, or of the following year, for annual Pro. If a PIX charge is not paid by the due date, Pro continues for a 3-day grace period. With Pix Automático, when the bank declines the debit, we request new attempts, up to 3 within 7 days. Notices about PIX charges are sent by us, by email, in the language of your account. If the charge is not paid, the subscription is ended and the account goes back to the free plan, as described in section 9. You can subscribe again whenever you want.

Switching from monthly Pro to annual Pro

If you subscribe to monthly Pro, you can switch to annual Pro in the dashboard, under "Plan and payment". By card, the switch takes effect right away: the unused time of the current month becomes a credit, and the difference is charged to the same card at the time of the switch. By PIX, the annual charge is issued right away, the year starts at the end of the month already paid, and the monthly subscription ends on that date, with no further charge. Switching from annual Pro to monthly Pro is not offered: to do so, turn off renewal of annual Pro and subscribe to monthly Pro when the paid period ends.

9. Cancellation and return to the free plan

You can cancel Pro, monthly or annual, at any time in the dashboard, under "Plan and payment": for card payments, under "Manage payment", which opens the Stripe portal; for PIX, under "Cancel subscription". You can also cancel through the "Cancel contracts here" function on the "Contract" page of the website, described below. Canceling stops the next renewal, monthly or annual. Pro continues until the end of the period already paid, and then the account goes back to the free plan.

When the account goes back to the free plan, nothing is deleted from your computer:

• the first 2 profiles in the sidebar remain open, and the others are shown as available in Pro;
• the local archive stops storing messages and showing the copies, but keeps what has already been stored for when you return to Pro;
• the writing assistant is closed, and AI for customer service, the CRM, customer service metrics and reminders become unavailable;
• notes, tasks, labels and quick replies remain on your computer, available read-only, and become editable again when you subscribe to Pro again;
• global search, the operations dashboard, per-profile notification settings and encrypted backup become unavailable, and backup files already saved remain where you saved them;
• PIN lock settings become unavailable, but a PIN already set up continues to lock the app;
• computers beyond the free plan limit are disconnected, and the most recently used ones remain active.

Cancellation on the Contract page

The "Contract" page of the website (address /contract), linked in the footer of every page and in the dashboard, has the "Cancel contracts here" function, which can be used even without logging in. It leads to a confirmation page, where you enter the type of cancellation (ordinary or extraordinary, with the reason for an extraordinary one), your name, your email, the contract and the cancellation date, which is the earliest possible one: the end of the period already paid. When you click "Cancel now", you immediately receive, at the email you entered, the confirmation of the cancellation with the date and time, and you can also save or print the confirmation shown on the screen.

The effect is the same as canceling in the dashboard: renewal is turned off, and Pro continues until the end of the period already paid. If you are logged in to your account, the cancellation takes effect immediately. If you are not logged in, the request is recorded and the acknowledgment of receipt is sent; so that no one can cancel another person’s contract, the cancellation is only carried out after it is confirmed through the link sent to the account email, which is why the email you enter must be the account email. An extraordinary cancellation is also reviewed by our team, which replies by email.

10. Right of withdrawal

If you are a consumer, you can withdraw from your Pro subscription, monthly or annual, within the periods below, without giving any reason, and receive a full refund of the amount paid:

• In Brazil: within 7 days of subscribing, under article 49 of the Brazilian Consumer Protection Code (Law No. 8,078/1990).
• In the European Union and the European Economic Area: within 14 days of subscribing, under Directive 2011/83/EU and the law of your country of residence.
• In other countries whose law gives consumers a right of withdrawal: within the period and under the conditions of that law.

How to request it

The "Contract" page of the website (address /contract), linked in the footer of every page and in the dashboard, has the "Withdraw from contract here" function, available throughout the withdrawal period. There, you enter your name, the contract identification and the email for the confirmation, and click "Confirm withdrawal". The acknowledgment of receipt, with the content of the request and the date and time, is sent immediately to that email.

If you are logged in to your account, the withdrawal takes effect immediately. If you are not logged in, the request is recorded and the acknowledgment of receipt is sent; so that no one can withdraw from another person’s contract, the withdrawal is only carried out after it is confirmed through the link sent to the account email, which is why the email you enter must be the account email. If no account uses the email you entered, our team replies by email. The website automatically applies the 14-day period to purchases made while accessing from a country in the European Union or the European Economic Area when the purchase started, and the 7-day period to purchases made while accessing from Brazil or paid by PIX; in other cases, the request is recorded and reviewed by our team under the applicable law.

You can also request it by email, at [email protected], preferably from your account email address, stating that you wish to withdraw from the Pro subscription and giving the account email. Whether on the page or by email, it is enough for the request to be made within the period. In the email, you may use the model withdrawal form below, which is optional:

• To: NEXEUS SISTEMAS INTELIGENTES LTDA, Rua Izaurina Braga, 160, Compensa I, Manaus, AM, CEP 69030-000, Brasil, [email protected].
• I hereby give notice that I withdraw from my contract for the provision of the following service: Multly Pro subscription.
• Subscribed on: [date].
• Name and email of the account holder: [name], [email].
• Date: [date].

What happens next

For a request by email, we acknowledge receipt by replying to the same email. Once the withdrawal is carried out, we immediately end the subscription, monthly, annual or team, and request a full refund of the entire amount paid for it from whoever processed the payment, Stripe or Asaas, to the same payment method used for the subscription (for PIX, returned to the account that paid), without undue delay and in any event no later than 14 days from receipt of the request. The time it takes for the amount to appear on your card or account statement depends on the card issuer or payment provider. The account goes back to the free plan, and nothing is deleted from your computer.

The right of withdrawal applies to taking out the subscription, monthly or annual. Automatic renewals, monthly or annual, of an ongoing subscription do not start a new withdrawal period. If you cancel and subscribe again later, the new subscription has its own withdrawal period.

11. Refunds outside the withdrawal period

Outside the cases in section 10, canceling does not give rise to a pro rata refund for the current period: you keep access to Pro until the end of the period already paid, and no further charges are made.

For annual Pro, this applies to the whole year: outside the withdrawal period, the amount of the year already paid is not refunded, except in the cases in the next paragraph and if the service is discontinued (section 18).

Charges made in error, such as duplicate charges or charges made after a cancellation has already been confirmed, are refunded in full. We also issue refunds where required by applicable law. For any billing issue, write to [email protected] before disputing the charge with your bank, so we can resolve it faster.

12. Activation keys

An activation key unlocks Pro for a number of days on the account that redeems it. Keys are distributed by us, by resellers and partners, in promotions or by support, and have the format ML-XXXXX-XXXXX-XXXXX-XXXXX.

To redeem a key, you must be logged in to your account, in the website dashboard or in the app. Each key can be redeemed only once and is valid for a single account: after redemption, it cannot be moved to another account. A key may have a redemption deadline; after it, the key is no longer valid.

The Pro time of a key counts from redemption and is added to the time of other keys that are still valid. A key cannot be redeemed while there is a subscription, monthly or annual, with automatic renewal: turn off renewal first, and the key time starts at the end of the period already paid.

When the Pro time of a key ends, the account goes back to the free plan, as described in section 9, unless there is a subscription or another valid key.

Refunds

Keys bought from resellers or partners are not refundable by us: withdrawal or refund requests must be made to whoever sold the key, under the terms of that sale and the applicable law. Keys received free of charge have no amount to refund, and no key can be exchanged for money.

Revocation

We may revoke a key, before or after redemption, in case of fraud, of a key obtained or distributed irregularly, or of a key the reseller did not pay for. A revoked key is no longer valid and, if it has already been redeemed, the account loses what it unlocked and keeps the plan it would have without it. If you received the key in good faith and it was revoked, write to [email protected] so we can review the case.

13. Acceptable use and WhatsApp rules

Use of each WhatsApp account within Multly remains subject to the WhatsApp Terms of Service and policies, including those of WhatsApp Business where applicable. It is your responsibility to know and comply with them.

When using Multly, you may not:

• send spam, unsolicited messages or bulk messages;
• use scripts, bots, macros or other forms of automation to operate WhatsApp Web through Multly;
• collect third-party data without a legal basis, commit fraud, run scams, harass others or send illegal content;
• infringe the rights of third parties, including privacy, image and intellectual property rights;
• circumvent the plan limits, the license check or Multly’s security measures;
• sell, rent, sublicense or redistribute the app or access to your account.

Multly does not send messages on its own: every message is sent by you. Quick replies, task text and suggestions from the assistant and from AI for customer service are only inserted into the chat input for you to review and send.

Multly offers no protection against restrictions, suspensions or bans applied by WhatsApp to your accounts. These measures are decided by WhatsApp based on its rules and on how each account is used.

14. Intellectual property and license to use

The app, the website, the Multly name and brand and the other materials of the service belong to NEXEUS SISTEMAS INTELIGENTES LTDA or its licensors and are protected by law, including Law No. 9,609/1998 (computer programs) and Law No. 9,610/1998 (copyright).

As long as you have an account and comply with these terms, we grant you a personal, non-exclusive, non-transferable and revocable license to install and use the app, for your personal purposes or those of your company, on the number of computers in your plan. The license does not transfer to you any ownership of the software.

You may not copy, modify, decompile or reverse engineer the app, or create derivative works from it, except where the law expressly permits it even though these terms prohibit it.

The app includes third-party open source components. These components are governed by their own licenses, which prevail over these terms with respect to them.

15. Your content and the data on your computer

Chats, contacts, notes, labels, tasks, quick replies, the local archive and backups stay on your computer, encrypted, under your control. We have no access to this content and cannot recover it. It is up to you to make backups (Pro offers encrypted backup) and to protect your computer and passwords.

If you use Multly in your professional activity and process personal data of customers or other people, you are the controller of that data under applicable law, such as the LGPD (Law No. 13,709/2018) and the EU General Data Protection Regulation (GDPR). This includes the local archive, which may store edited messages, deleted messages, photos and audio. It is up to you to have a legal basis, inform these people, decide how long the data is kept (the app lets you configure retention and turn off the local archive per profile) and respond to their requests.

Since we do not receive this content, we act neither as controller nor as processor of the data stored on your computer.

Sync across computers (Pro)

Sync is optional. If you turn it on, notes, tasks, quick replies, labels, the CRM and the name, color and group of each account are encrypted on your computer before they go to our server, with a key that exists only on your computers, protected by a recovery phrase that only you have. The local archive, WhatsApp sessions and AI keys do not sync. The server stores only this encrypted data, which it cannot read, and the numbers and dates needed for the quota and for deletion; we keep this copy on your behalf, without access to its content, only to deliver it to your computers.

The recovery phrase stays with you alone: we neither receive nor store it. If you lose the phrase and the computers that have the key, no one can read the server copy, not even us; you can delete it and restart sync from the data on one computer. Outside Pro, the copy remains available read-only for 90 days, with an email notice when the countdown starts and 7 days before deletion, and is then deleted; going back to Pro before then cancels the deletion. You can also delete the copy at any time, in the dashboard or in the app, and it is deleted with the account.

The Pro writing assistant is optional and turned off by default. If you turn it on with a cloud AI provider, the text you choose to send goes to that provider using your own access key, and the processing of that text is governed by your agreement with that provider. With AI running on your own computer, the text does not leave the machine.

Pro AI for customer service reads the open chat only when someone requests an action (summarize, suggest a reply or suggest a label and stage) and confirms sending. With a cloud provider, the chat content, which is personal data of your customers and contacts, goes from that computer directly to the provider chosen by your business, using its key and after the specific notice for that provider has been accepted; we neither receive nor store this content. In that case, your business is the controller: it is up to your business to have a legal basis for this transfer, inform its customers and decide what may be sent, and processing by the provider is governed by the business’s agreement with that provider. With AI running on your own computer, nothing leaves the machine. The AI only makes suggestions: nothing is sent on WhatsApp unless a person reviews and sends it, and the label and stage only change when someone accepts them.

16. Availability and support

We work to keep the website, the dashboard and the license server available, but we do not guarantee uninterrupted operation. There may be interruptions for maintenance or due to third-party failures. During an outage of our server, the app keeps working for a few days with the last valid license.

Multly depends on the WhatsApp Web interface, which is maintained by WhatsApp and may change without notice. Some changes may cause Multly features to stop working temporarily. We will make reasonable efforts to adapt the app, but we do not control WhatsApp Web.

When it detects such a change, the app may ask for your permission to send an incompatibility report, which helps us adapt Multly faster. Sending it is optional, and what the report contains is described in the Privacy Policy. We also monitor the server with internal alerts for our team, which do not contain data from your chats.

Support is provided by email at [email protected].

17. Liability

Nothing in these terms excludes or limits rights that the law guarantees you and that cannot be waived by contract, including those under the Brazilian Consumer Protection Code and the mandatory consumer protection rules of your country. Nor do we limit our liability for wilful misconduct or gross negligence.

Subject to the previous paragraph, we are not liable for damage caused solely by:

• restrictions, suspensions, bans or changes applied by WhatsApp or Meta;
• use of Multly in breach of these terms or of the WhatsApp Terms;
• failures of your computer, your operating system or your connection, or the loss of local data without a backup;
• third-party services you choose to use, such as AI providers.

If you contract Multly as a business and not as a consumer, our total liability for damages related to the service is limited to the amount you paid us in the 12 months before the event giving rise to the damage, and we are not liable for loss of profits or indirect damages, to the extent permitted by law.

18. Suspension and termination

We may suspend or terminate your account in the event of a serious or repeated breach of these terms, such as spam, fraud or attempts to circumvent the license, by order of an authority, or to protect the security of the service and of other people. Whenever possible, we will notify you in advance and give you the opportunity to explain.

While the account is suspended or terminated, the app shows the license screen and no longer opens profiles, but it does not delete any data from your computer. Subscription renewal stops and no further charges are made: in Stripe, the subscription is canceled at the end of the period already paid; with PIX, the subscription is ended in Asaas, and the Pix Automático authorization, if any, is canceled. In the case of termination for breach of these terms, there is no refund, except where required by law.

If we decide to discontinue Multly, we will give at least 30 days’ notice and refund the pro rata portion of the period already paid and not used, for monthly Pro or annual Pro.

You may terminate the contract at any time by canceling Pro and deleting your account.

19. Account deletion

You can delete your account at any time in the dashboard, under "Delete account", by confirming with your password. Deletion is permanent:

• an active Pro subscription, monthly or annual, is canceled immediately in Stripe or Asaas, with no further charges and no refund for the current period, except within the withdrawal period in section 10;
• the account and everything linked to it on our server (sessions, computers, tokens, the CPF or CNPJ and subscription records) are deleted;
• the computers lose access at the next license validation;
• if you are the owner of an active team with members, the deletion only goes ahead after you remove the members; without members, the team subscription is canceled immediately and the team is deleted with the account; if you are a member of a team, your seat is freed up;
• the data on your computer is not deleted by us: it remains there until you remove it in the app or choose to delete it when uninstalling the app.

If you are still within the withdrawal period, request the refund through the "Withdraw from contract here" function on the "Contract" page before deleting your account, or at [email protected], before or right after deleting it. Payment records kept by Stripe and Asaas and invoices (notas fiscais) already issued follow the retention periods required by law, as explained in the Privacy Policy. Access records (IP address, date and time) remain stored, confidentially, even after deletion, for 6 months from each record, because the law requires it (Brazilian Internet Civil Framework, art. 15), and a hash (cryptographic digest) of your email is kept for 183 days solely to link those records to you when there is a court order.

20. Referral program

We may invite Multly account holders with a confirmed email to join the referral program. Participation depends on our approval: we mark the account as an affiliate and give it its own code, with a referral link made of the website address followed by ?ref= and the code. The affiliate dashboard shows, under "Referrals", the link, the clicks, the sign-ups, the paying accounts and the commissions.

An account created after opening the referral link is tied to the affiliate permanently, and the first referral prevails. The code is sent with a sign-up made during the same visit; outside the European Union, the European Economic Area, the United Kingdom and Switzerland, the website also keeps it in the browser of whoever opened the link for up to 60 days and sends it with a sign-up made within that period, as explained in the Privacy Policy. There is no referral when the code is invalid, when the affiliate is deactivated or when the new account uses the same email as the affiliate’s account.

• Commission: 20% of each payment actually received from the referred account, by card or PIX, after coupon discounts and, for card payments, excluding the taxes added to the invoice (such as VAT or GST), for 12 months from that account’s first payment.
• Chargebacks and refunds after the commission is recorded give rise to a negative adjustment in proportion to the amount returned, until the commission for that payment reaches zero.
• The following do not earn a commission: the affiliate’s own account, zero-amount payments and payments recorded while the affiliate is deactivated.
• Payment: the amount due is settled between you and us outside the website, using the details and in the manner we agree on, and marked as paid in the dashboard. Taxes on the commission are the responsibility of whoever receives it, under the applicable law.

Affiliates may not promote the link through spam, bulk messaging, misleading advertising, promises that Multly does not offer, use of the Multly brand as if they were Multly itself or fake sign-ups, and do not speak on behalf of Multly. We may deactivate an affiliate at any time, in particular in case of fraud or use contrary to these terms; from then on, new payments do not earn a commission. If the affiliate’s account is deleted, its participation in the program and its commissions end with it.

21. Team plan

The Team plan is a Pro subscription for a group of agents. Whoever subscribes is the team owner: they choose the team name and the number of seats, from 3 to 500, pay for the subscription and take up one of the seats. Seats are taken up by the owner, by each member and by each invitation still open.

Members are Multly accounts invited by the owner by email. An invitation is valid for 7 days, can be used only once and only by the account with the invited email; anyone who does not have an account yet creates one with that email through the invitation link, and accepting through the link confirms the email. Each member has Pro, on their own account and with the Pro limits, including the computer limit, for as long as they are part of the team and its subscription is in force. An account can belong to only one team in force at a time.

Responsibilities of the subscriber

The team owner takes out the subscription and is responsible for paying for it and for choosing whom to invite. By inviting someone, the owner represents that they have a legal basis to give us that person’s email, such as an employment relationship, and must invite only people who will use Multly for the owner’s activity. The owner is also responsible for the team’s use of Multly under these terms, including the acceptable use rules in section 13, and for the customer data processed by the team, as explained in section 15. Each member accepts these terms when creating or using their own account and is responsible for their own use. The owner sees the name, email and joining date of each member and the emails of the invitations, as explained in the Privacy Policy; the owner does not see the chats or other data of the members’ accounts.

Billing and seats

• The charge is the per-agent price in section 7 multiplied by the seats, per month or per year, by card, through Stripe, or by PIX, through Asaas, in Brazil. With PIX, there is one charge by QR code in each cycle, monthly or annual; Pix Automático is not available for the Team plan.
• Adding seats: by card, the amount in proportion to the days left in the period is charged right away, and the new seats take effect when the payment goes through. By PIX, a separate charge is issued for that pro rata amount, counting the day of the request, and the new seats take effect when it is paid; if the amount is below R$10.00, the seats take effect right away and the pro rata amount is added to the next charge of the cycle.
• Reducing seats: takes effect from the next renewal, with no credit or refund; the seats already paid for remain until the end of the period. The team cannot have fewer seats than those taken up by the owner, the members and the open invitations.
• Seats can only be changed while the subscription is up to date and renewing. Cancellation, failed payments and the return to the free plan follow sections 8 and 9 and apply to the whole team.

Leaving, removal and end of the team

The owner can remove a member, and a member can leave the team, at any time, in the dashboard. The seat is freed up right away, and the member’s Pro continues until the end of the day they leave (midnight UTC); after that, their account goes back to the free plan, unless they have another subscription, an activation key or the trial. The owner cannot leave or be removed: to end the team, the owner cancels its subscription. When the team subscription ends, through cancellation, failed payment or a refund with termination, the owner and all members lose the Pro they had through the team at the same time.

Individual subscription, keys and trial

When the team subscription is activated, the owner’s individual Pro subscriptions that are still renewing stop renewing and end at the end of the period already paid, with no refund for that period and without losing the paid days, and any Pro trial in progress ends. Anyone who accepts an invitation while having an individual subscription that renews is notified beforehand and, if they confirm, it is set to end at the end of the period already paid. The time of an activation key starts counting after the team’s paid period, as in section 12.

The right of withdrawal in section 10 and the refunds in section 11 apply to the team subscription and are exercised by the owner, who is the one who subscribes and pays; a refund with termination ends Pro for the whole team. Members are not charged for the Team plan.

22. Changes to these terms

We may update these terms, for example due to changes in the law, the product or the plans. The effective date appears at the top of the page.

Material changes will be announced by email and on the website at least 30 days in advance, unless the law requires a shorter period or the change only benefits you. If you do not agree, you can cancel Pro and delete your account before the change takes effect. Continuing to use Multly after that means you accept the new terms.

Previous versions of these terms can be requested at [email protected].

23. Governing law and jurisdiction

These terms are governed by the laws of the Federative Republic of Brazil.

If you are a consumer in Brazil, you may bring proceedings in the courts of your place of residence. If you are a consumer living in the European Union, the choice of Brazilian law does not deprive you of the protection of the mandatory rules of the law of the country where you live, and you may bring proceedings before the courts of that country.

If you contract as a business and not as a consumer, the courts of the judicial district of our registered office, stated in section 1, have jurisdiction, unless mandatory rules provide otherwise.

Before taking any action, we suggest that you contact us at [email protected], so we can try to resolve the issue amicably. This does not prevent you from going directly to consumer protection bodies or the courts.

24. Contact

NEXEUS SISTEMAS INTELIGENTES LTDA, CNPJ 58.310.179/0001-63.

Address: Rua Izaurina Braga, 160, Compensa I, Manaus, AM, CEP 69030-000, Brasil.

Email: [email protected].

The company details are also available on the "Legal notice" page of the website, linked in the footer of every page.