TERMS OF USE

MULTIAGENTS

Updated: January 2026

Welcome to Multiagents! These Terms of Use govern access to and use of the Multiagents platform, its features, integrations, and related services.

By accessing or using the platform, you fully agree to these Terms of Use. If you do not agree, do not use the platform.

1. DEFINITIONS

For the purposes of this document, the following definitions apply:

• Multiagents or Platform: software as a service (SaaS) system for creating, configuring, and managing vertical artificial intelligence agents, accessible via web;
• USER or CLIENT: legal entity or natural person acting on behalf of a legal entity that contracts and uses the Platform;
• AGENTS: configurable AI modules designed to perform communication, customer service, sales, support, and customer relationship tasks;
• MCPs (Model Context Protocol): customizable connectors and integrations that allow agents to access external systems;
• API: application programming interface provided by Multiagents for programmatic integration;
• WEBHOOKS: automatic notifications triggered by the platform in response to configured events;
• JOB: execution instance of an agent for a specific purpose (e.g., prospecting campaign, customer service, reactivation);
• AI CREDITS: consumption units used by agents when processing conversations and executing actions.

2. SCOPE OF SERVICES

2.1. Description of services

Multiagents offers a platform for creating and operating vertical artificial intelligence agents, which include the following features:

• Lead qualification and conversion: agents that answer questions, qualify purchase intent, and schedule meetings;
• Tier 1 customer service and technical support: automated resolution of up to 80% of Tier 1 cases, with a knowledge base accessible via Agentic RAG;
• Retention and renewal: proactive re-engagement campaigns, churn prevention, and renewal management;
• Ongoing relationship: follow-ups, contextual upsell/cross-sell, and engagement maintenance;
• Native integrations: connection with CRMs (Pipedrive, HubSpot, Bitrix24, etc.), communication channels (WhatsApp, email, Instagram, etc.), and management tools;
• API and Webhooks: programmatic management of leads, jobs, and pipelines, plus automatic event notifications;
• Custom MCPs: development of connectors for proprietary client systems, enabling actions such as generating duplicate invoices, reactivating services, changing plans, among others;
• Semantic memory: agents remember complete conversation history, customer preferences, and objections;
• Structured cognitive pipeline: 5-layer decision-making (intent, context, strategy, action, channel);
• Intelligent escalation: complex cases are automatically forwarded to humans with preserved context.

2.2. Platform access

Services are accessed exclusively via internet, through compatible browsers or official mobile applications, and operated directly on Multiagents servers or those of certified partners (cloud infrastructure).

2.3. Availability

Multiagents commits to maintaining the platform available 99.5% of the time (SLA - Service Level Agreement), except for:

• Scheduled maintenance (notified 48 hours in advance);
• Third-party failures (internet providers, cloud, external integrations);
• Force majeure or fortuitous events.

3. CONDITIONS OF USE

3.1. Requirements for contracting

To use Multiagents, the USER must:

• Have a legally established company in Brazil or be authorized to act on behalf of a legal entity;
• Be at least 18 years old or be represented by a legal guardian;
• Provide truthful and up-to-date information at the time of registration;
• Have valid payment methods (credit card, bank slip, or PIX).

3.2. Registration and access

• The USER will receive access credentials (email and password) after completing registration;
• It is mandatory to enable multi-factor authentication (MFA) for accounts with access to sensitive data or critical integrations;
• The USER is responsible for the confidentiality of their credentials and for all operations performed under their login;
• In case of suspected unauthorized access, the USER must immediately notify Multiagents: contact@multiagents.inc

3.3. Prohibited use

It is expressly prohibited to use the platform for:

• Dissemination of SPAM or unsolicited messages in violation of legislation;
• Prospecting with personal data without adequate consent or valid legal basis (LGPD violation);
• Illicit, offensive, or discriminatory content: violence, hate speech, racism, xenophobia, crime advocacy, pornography, pedophilia;
• Violation of third-party rights: intellectual property, trademark, patent, trade secret;
• System intrusion or reverse engineering: unauthorized access attempts, malicious code injection, vulnerability exploitation;
• Fraudulent or abusive use: creating multiple accounts to bypass limits, using third-party credit cards without authorization;
• Unfair competition: using the platform to develop a competing product or perform reverse engineering;
• Mass sending without proper segmentation: indiscriminate sending that may constitute SPAM or abuse.

3.4. Consequences of misuse

Multiagents reserves the right to:

• Immediately suspend access to the platform;
• Cancel the contract without right to refund;
• Report illicit activities to competent authorities;
• Retain data for investigation purposes, as required by law.

3.5. Content responsibility

Multiagents is not responsible for:

• Data entered by the USER: lead lists, messages sent, agent scripts;
• Conversation content: approaches made by agents configured by the USER;
• Business results: conversion rates, sales, retention, or any performance metric (Multiagents provides the tool, but the result depends on the USER's strategy);
• LGPD violations by the USER: improper processing of personal data, lack of consent, or legal basis.

4. USER OBLIGATIONS

4.1. Ethical and legal use

Use the platform ethically, responsibly, and in compliance with Brazilian legislation, especially:

• General Data Protection Law (LGPD - Law No. 13,709/2018);
• Internet Civil Framework (Law No. 12,965/2014);
• Consumer Protection Code (Law No. 8,078/1990);
• Legislation on intellectual property, copyright, and trademarks.

4.2. Truthful information

• Provide truthful, complete, and up-to-date information at the time of registration and during platform use;
• Immediately update contact, payment, or legal representative data when changes occur.

4.3. Credential confidentiality

• Safeguard the confidentiality of your access credentials (email, password, API tokens);
• Do not share credentials with unauthorized third parties;
• Use multi-factor authentication (MFA) when available.

4.4. Responsibility for operations

• Be responsible for all operations performed under your login, including agent configuration, message sending, integrations, and API actions;
• Regularly monitor configured agent activities to ensure compliance with your internal policies and legislation.

4.5. Timely payments

• Pay the contracted monthly costs and respect the established payment deadlines;
• Keep a valid payment method registered on the platform.

4.6. LGPD compliance

• Ensure you have adequate consent or valid legal basis to process third-party personal data (leads, end customers) through the platform;
• Inform data subjects about data processing and their rights;
• Respond to data subject requests (access, correction, deletion) within an appropriate timeframe, using tools provided by Multiagents when applicable.

4.7. Use of integrations and custom MCPs

When connecting external systems (CRMs, ERPs, proprietary systems) via API, webhooks, or custom MCPs, the USER:

• Guarantees authorization to access and manipulate data in these systems;
• Is responsible for credentials provided and actions executed by agents in integrated systems;
• Accepts the terms of use of integrated third-party systems.

5. MULTIAGENTS OBLIGATIONS

5.1. Platform availability

• Provide access to the platform according to the contracted plan, with the established features and limits;
• Guarantee 99.5% uptime (SLA), except for scheduled maintenance, third-party failures, or force majeure.

5.2. Infrastructure and security

• Maintain stable and protected server infrastructure, security, and access, adopting industry best practices;
• Implement technical and administrative measures for personal data protection, in accordance with the Data Protection Policy and Privacy Policy.

5.3. Technical support

Provide technical support via email: contact@multiagents.inc

Support hours:

• Starter and Pro plans: Monday to Friday, 9 AM to 6 PM (Brasilia time)
• Business and Corporate plans: Monday to Friday, 9 AM to 7 PM, with priority response SLA
• Corporate plan: 24/7 support for critical incidents

5.4. Improvements and updates

Perform improvements and updates to the system according to technological evolution, always seeking to:

• Enhance existing features;
• Add new resources;
• Fix bugs and vulnerabilities;
• Improve performance and user experience.

Notify in advance about updates that significantly impact platform use.

5.5. LGPD compliance

• Act as a data processor when processing personal data on behalf of the USER;
• Strictly follow the guidelines of the Data Protection Policy and the Privacy Policy;
• Cooperate with the USER in responding to data subject requests.

5.6. Transparency and communication

• Maintain open communication channels for questions, suggestions, and support;
• Proactively communicate about security incidents, scheduled maintenance, or relevant changes to the Terms of Use.

6. PLANS, PAYMENTS, AND CANCELLATION

6.1. Available plans

Multiagents offers the following subscription plans:

• Starter: ideal for getting started and testing the platform;
• Pro: for teams with constant operation;
• Business: for medium operations with multiple campaigns (most popular);
• Corporate: for large teams and high-scale demands, with guaranteed SLA and 24/7 support.

Each plan includes:

• Monthly AI credit limit;
• Maximum number of active agents;
• Number of simultaneous jobs;
• Specific features and integrations.

Complete plan details are available at: https://www.multiagents.inc/planos

6.2. Payment methods

Services can be paid via:

• Credit card (automatic recurring billing);
• Bank slip (issued monthly);
• PIX (upon request to finance).

6.3. Billing cycles

• Monthly: payment every month, no commitment;
• Semi-annual: payment every 6 months, with 10% discount;
• Annual: payment every 12 months, with 20% discount (equivalent to 2 free months).

6.4. Due date and default

• Payment must be made by the due date indicated on the invoice;
• In case of delay:
  • Up to 5 days: email notification, no suspension;
  • From 6 to 10 days: partial suspension (read-only access);
  • After 10 days: total service suspension;
  • After 30 days: permanent deletion of account and data, except for legal retention obligations.
• The late payment penalty is 2% on the overdue amount, plus 1% monthly interest.

6.5. Price adjustment

• Prices may be adjusted annually, based on IGPM or IPCA, or according to amendments for significant operational changes;
• The USER will be notified 30 days in advance of any adjustment.

6.6. Cancellation by the USER

Cancellation can be requested at any time, observing:

6.6.1. Monthly plans

• 30 days advance notice to avoid billing for the next cycle;
• If cancellation is requested after the due date, the current month's amount will not be refunded.

6.6.2. Semi-annual and annual plans

Early cancellation (before the end of the contracted cycle) implies:

• Loss of granted discounts;
• Recalculation of the amount paid based on the full (monthly) price list;
• Proportional billing for months used without discount;
• 20% penalty on the remaining contract value, if applicable.

6.6.3. Cancellation procedure

• Request cancellation via email: contact@multiagents.inc
• Confirm cancellation by completing the termination form (reason for cancellation, feedback);
• After confirmation, access will be maintained until the end of the paid period.

6.7. Cancellation by Multiagents

Multiagents may cancel the contract immediately, without refund, in the following situations:

• Violation of Terms of Use (misuse, fraud, illicit content);
• Default exceeding 30 days;
• Abusive use that compromises infrastructure or other users;
• Court order or determination by competent authority.

6.8. Refund

• Monthly plans: no proportional refund in case of voluntary cancellation before the end of the paid cycle;
• Semi-annual/annual plans: proportional refund only in cases of:
  • Cancellation by Multiagents due to proven service failure;
  • Platform unavailability exceeding 7 consecutive days without justification;
• Free trial: Multiagents does not offer a free trial. All subscriptions are paid from day one.

7. INTELLECTUAL PROPERTY

7.1. Ownership

All source code, layout, design, AI logic, algorithms, documents, methodologies, trademarks, logos, and other elements used in the Multiagents platform are the exclusive property of the developing company or its licensors.

7.2. License of use

By contracting Multiagents, the USER receives a non-exclusive, non-transferable, revocable, and limited license to use the platform, valid during the contract term.

The USER does not acquire any rights to the software, except the right to use as described in these Terms.

7.3. Prohibitions

It is expressly prohibited to:

• Copy, reproduce, distribute, or modify the platform's source code;
• Perform reverse engineering, decompilation, or disassembly of the software;
• Create derivative works based on the platform;
• Use the platform to develop a competing product;
• Remove, alter, or hide copyright notices, trademarks, or intellectual property.

7.4. Ownership of USER data

Data entered by the USER (lead lists, conversations, agent configurations, integrations) remains the USER's property.

Multiagents does not use, sell, or share this data for commercial, advertising, or third-party AI model training purposes, except with express consent or legal obligation.

7.5. Feedback and suggestions

If the USER provides feedback, suggestions, or ideas about the platform, Multiagents may freely use them for improvements and development of new features, without any obligation of compensation.

8. PRIVACY AND DATA PROTECTION

8.1. Applicable policies

Personal data processing by Multiagents is governed by:

• Data Protection Policy (available at: https://www.multiagents.inc/protecao-dados)
• Privacy Policy (available at: https://www.multiagents.inc/privacidade)

We recommend reading these documents in full.

8.2. Controller and processor roles

• Multiagents as processor: when processing personal data on behalf of the USER (e.g., lead data managed by agents), acts as a processor, following USER (controller) instructions;
• Multiagents as controller: when processing the USER's own data (e.g., registration, payment, platform usage data), acts as a controller.

8.3. USER obligations (as controller)

When the USER acts as controller, they must:

• Ensure they have adequate consent or valid legal basis to process personal data via the platform;
• Inform data subjects about data processing and their rights (LGPD);
• Respond to data subject requests (access, correction, deletion) within an appropriate timeframe;
• Notify Multiagents of any security incident involving data processed via the platform.

8.4. Multiagents obligations (as processor)

When acting as processor, Multiagents commits to:

• Process data exclusively according to USER instructions;
• Adopt appropriate security measures for data protection;
• Assist the USER in responding to data subject requests;
• Notify the USER of any security incident within a reasonable timeframe;
• Delete or return data upon contract termination, except for legal retention obligations.

8.5. Data access and export

The USER may, at any time:

• Access and view data stored on the platform;
• Export data in structured and interoperable formats (CSV, JSON);
• Request reports on activities and audit logs.

8.6. Data deletion after contract termination

After contract termination, data will be:

• Deleted within 30 days, except:
  • Legal retention obligation (e.g., tax data, security logs);
  • Express request from the USER for additional retention period (subject to billing).

8.7. Security incidents

In case of a security incident affecting personal data:

• Multiagents will notify the USER within 48 hours after becoming aware of the incident;
• Will provide detailed information about what occurred, affected data, and corrective measures taken;
• Will cooperate with the USER in meeting legal obligations (e.g., notification to ANPD and data subjects).

9. LIMITATION OF LIABILITY

9.1. Multiagents liability

Multiagents is not liable for:

• Indirect damages, lost profits, or consequential damages caused by improper use of the platform;
• Business results: conversion rates, sales, retention, ROI, or any performance metric (the platform is a tool; results depend on the USER's strategy);
• USER operational errors: inadequate agent configurations, messages sent with errors, incorrectly entered data;
• Third-party failures: internet providers, cloud services, external integrations (e.g., CRMs, WhatsApp, Gmail), third-party APIs;
• Force majeure or fortuitous events: natural disasters, pandemics, wars, large-scale cyberattacks, global infrastructure failures;
• Content generated by AI agents: Multiagents uses advanced language models but does not guarantee that all responses will be 100% accurate, appropriate, or bias-free. The USER should supervise and validate critical interactions.

9.2. Disclaimer of warranties

The platform is provided "as is", without express or implied warranties of:

• Uninterrupted or error-free operation;
• Fitness for a particular purpose;
• Full compatibility with all systems, browsers, or devices;
• Specific results in sales, conversion, or retention.

9.3. Limitation of amounts

In any event, Multiagents' total liability (for all damages, losses, or harm) shall be limited to the amount paid by the USER in the last 3 months preceding the harmful event.

9.4. Exclusions

Multiagents is not liable for:

• LGPD violations by the USER: improper processing of personal data, lack of consent or legal basis;
• Violation of third-party rights: use of trademarks, copyrighted content, or personal data without authorization;
• Damages caused by custom MCPs: when the USER develops their own integrations, responsibility for errors, failures, or security violations is exclusively the USER's.

10. INTEGRATIONS, API, WEBHOOKS, AND CUSTOM MCPs

10.1. Native integrations

Multiagents offers 26 native integrations with CRMs, communication channels, and management tools. The complete list is available at: https://www.multiagents.inc/integracoes

These integrations are:

• Maintained and updated by Multiagents;
• Secure, with encrypted credentials and tenant (client) isolation;
• Auditable, with logs of all operations performed.

10.2. Multiagents API

Multiagents provides a complete API for programmatic management of:

• Leads: creation, update, query, and deletion;
• Jobs: creation, configuration, execution, and monitoring;
• Agents: configuration, activation, and deactivation;
• Pipelines: workflow management.

API Documentation: https://api.multiagents.inc/docs

10.2.1. Authentication

The API uses authentication tokens (Bearer Token) generated on the platform. The USER must:

• Keep tokens secret;
• Renew tokens periodically (recommended: every 90 days);
• Revoke tokens immediately if leakage is suspected.

10.2.2. Usage limits (Rate Limiting)

• Starter and Pro plans: 1,000 requests/hour
• Business plan: 5,000 requests/hour
• Corporate plan: 20,000 requests/hour (customizable)

Requests exceeding the limit will result in HTTP 429 error (Too Many Requests).

10.3. Webhooks

Multiagents allows configuring webhooks for automatic event notifications, such as:

• New conversation initiated by a lead;
• Qualified lead (met configured criteria);
• Meeting scheduled automatically;
• Case escalated to human;
• Job completed.

Webhooks can be triggered by predefined events or by the agent's own decision (e.g., agent detects an upsell opportunity and triggers a webhook to the client's CRM).

10.3.1. Configuration

• Configure destination URL and desired events on the platform;
• Validate HMAC-SHA256 signature to ensure authenticity;
• Implement retry logic (Multiagents will attempt to resend up to 3 times in case of failure).

10.4. Custom MCPs (Model Context Protocol)

Multiagents allows the USER to develop custom MCPs to integrate agents with proprietary or client-specific systems.

10.4.1. What are MCPs?

MCPs are connectors that allow agents to:

• Query data in external systems (e.g., ERP, internal CRM, billing system);
• Execute actions in these systems (e.g., generate duplicate invoice, reactivate service, change plan, create support ticket).

10.4.2. Responsibilities

• Development: USER's or their hired developers' responsibility;
• Security: the USER must ensure that the MCP:
  • Properly validates credentials;
  • Implements access control and rate limiting;
  • Does not improperly expose sensitive data;
  • Records audit logs.
• Maintenance: the USER is responsible for keeping the MCP updated, fixing bugs, and ensuring compatibility with the external system.
• Support: Multiagents offers technical consulting for MCP development (available in Business and Corporate plans) but does not guarantee support for MCPs developed exclusively by the USER.

10.4.3. Limitation of liability

Multiagents is not liable for:

• Failures, errors, or vulnerabilities in custom MCPs;
• Damages caused by actions executed by agents via poorly configured MCPs;
• Security violations or data leaks resulting from MCPs developed by the USER.

11. PLATFORM MODIFICATIONS

11.1. Improvements and updates

Multiagents reserves the right to:

• Add new features to the platform;
• Modify or discontinue existing features, provided:
  • The USER is notified 30 days in advance (for significant changes);
  • Alternatives or adequate migration are offered;
  • Essential features of the contracted plan are not compromised.

11.2. Scheduled maintenance

• Scheduled maintenance will be notified 48 hours in advance;
• Preferably performed during low-traffic hours (overnight, weekends);
• Does not entitle refund or compensation, provided the 99.5% uptime SLA is respected.

11.3. Emergency maintenance

• In case of critical security vulnerability or severe failure, Multiagents may perform emergency maintenance without prior notice;
• The USER will be notified as soon as possible about what occurred and measures taken.

12. FINAL PROVISIONS

12.1. Changes to Terms of Use

Multiagents may update these Terms of Use at any time to reflect:

• Legislative or regulatory changes;
• Operational or commercial changes;
• Market best practices.

12.1.1. Notification

The USER will be notified 15 days in advance of relevant changes through:

• Email registered on the platform;
• Prominent notice on the platform interface;
• Publication on the official website.

12.1.2. Acceptance

Continued use of the platform after the notification period implies acceptance of the new conditions.

If you do not agree with the changes, the USER may:

• Cancel the contract according to item 6.6, without additional penalties;
• Request review via email: contact@multiagents.inc

12.2. Independence of clauses

If any provision of these Terms of Use is considered invalid, illegal, or unenforceable by a competent authority, the remaining provisions shall remain in full force and effect.

12.3. Non-waiver

Failure to enforce by Multiagents any right or provision of these Terms does not constitute waiver of that right or provision.

12.4. Assignment

The USER may not assign, transfer, or sublicense their rights and obligations under these Terms without prior written consent from Multiagents.

Multiagents may assign or transfer these Terms, in whole or in part, at any time, especially in cases of:

• Merger, acquisition, or corporate restructuring;
• Sale of assets or business unit;
• Business succession.

12.5. Entire agreement

These Terms of Use, together with the Data Protection Policy and the Privacy Policy, constitute the entire agreement between the USER and Multiagents, superseding any prior agreements or understandings, verbal or written.

12.6. Language

These Terms of Use are written in Brazilian Portuguese. Translations into other languages are provided for convenience only, with the Portuguese version always prevailing in case of discrepancy.

12.7. Jurisdiction

The courts of Florianopolis/SC, Brazil are elected to resolve any doubts, controversies, or disputes arising from these Terms of Use, with express waiver of any other, however privileged.

13. CONTACT

For questions, suggestions, requests, or exercise of rights, please contact:

Email: contact@multiagents.inc
Website: https://www.multiagents.inc
API Documentation: https://api.multiagents.inc/docs

Multiagents
Vertical AI Multi-Agent Platform
https://www.multiagents.inc

Last updated: January 2026

By using the Multiagents platform, you declare that you have read, understood, and fully agreed to these Terms of Use, the Data Protection Policy, and the Privacy Policy.