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    Table of contents

    1. Who we are and what these Terms cover
    2. Definitions
    3. Acceptance and acceptance records
    4. Eligibility and age
    5. Central registration, organization accounts and roles
    6. Systems, plans, limits, brand and domain
    7. Free plan
    8. Orders, payments and taxes
    9. Automatic renewal and cancellation
    10. Refunds and withdrawal rights
    11. Customer Data
    12. AI features
    13. Acceptable use, content restrictions and content moderation
    14. Reporting illegal content and complaints
    15. Third-party services
    16. Intellectual property, custom modules and self-hosted licenses
    17. Confidentiality
    18. Security, availability and support
    19. Suspension, termination and data export
    20. Warranties and disclaimers
    21. Limitation of liability
    22. Indemnities
    23. Governing law and dispute resolution
    24. Changes to the Services and to these Terms
    25. Export controls and sanctions
    26. Users in Brazil
    27. General terms
    28. Contact Appendix A. Model withdrawal form (EU/EEA and UK consumers)

    1. Who we are and what these Terms cover

    1.1 Provider. The Services are provided by L. M. PEREZ MONTANA, trading as SonhoLab, a Brazilian Empresário Individual (microenterprise), CNPJ 61.620.014/0001-00, with its registered address at Rua Fausto Cabral, 871, Casa A, Vicente Pinzon, Fortaleza-CE, 60181-227, Brazil. Email: contacto@sonholab.com. Phone: +55 85 99412-2292. In these Terms, "SonhoLab", "we", "us" and "our" mean this provider.

    1.2 Scope. These Terms govern your access to and use of:

    • (a) the website sonholab.com and its central registration (sonholab.com/{lang}/registro);
    • (b) the control panel (control.sonholab.com);
    • (c) every System in our catalog, including Inventory, Verita, Clinics, Farm, Bidstream, Brain SaaS, CobraDia, Real Estate CRM, Restaurant System, Passayum, Ticketing, Speed and PDF Free;
    • (d) our other products, including Jesse and Digital Team OS, the LLM gateway, ComexCalc, our free web tools, our games, the Job Portal, our support desk and our website chat, and Hades (not currently offered to the public; access is limited to invited testers);
    • (e) related web and mobile apps, APIs, support and backups.

    Together these are the "Services".

    1.3 Other documents that form part of these Terms. The following documents are incorporated by reference:

    Product-specific addenda apply only to products offered under them and are published on the Legal Center when the product is offered.

    1.4 Privacy. How we handle personal data as a controller is described in the Privacy Policy. It is a notice, not a contract term you must accept. How we handle personal data on behalf of Organizations is governed by the Data Processing Addendum (DPA).

    1.5 Not legal, medical or financial advice. The Services are software tools. They do not replace the professional judgment of the people who use them, especially in health, education, finance, collections, real estate and legal compliance.

    2. Definitions

    In these Terms:

    • "Authorized User" means a person to whom an Organization gives access to one or more Systems under its account.
    • "Business Customer" means an Organization, or an individual acting for purposes related to their trade, business, craft or profession.
    • "Consumer" means an individual acting for purposes outside their trade, business, craft or profession. In Brazil, it also means any person the Brazilian Consumer Defense Code (CDC) treats as a consumer in a given case.
    • "Customer Data" means the data, files and content that an Organization or its Authorized Users upload to, or create in, a System. It includes personal data about the Organization's students, patients, clients, workers, debtors, suppliers and other people.
    • "Custom Module" means a feature, integration or extension of a System that SonhoLab develops for a specific Business Customer under an Order that describes it, with its scope and price.
    • "Custom Module Deliverables" means the source code, object code, configuration and documentation written specifically for a Custom Module and identified as deliverables in its Order. It does not include any SonhoLab Background IP, open-source components or third-party components, even where they are embedded in or needed by the Custom Module.
    • "Order" means the checkout page, order form or written proposal through which you buy a paid plan or service, together with its price and terms.
    • "Organization" means the company, school, clinic, association, other entity or individual professional that holds an organization account.
    • "Organization Owner" means the person who created the organization account, or to whom ownership was later transferred.
    • "Personal Account" means an account that an individual holds for their own use of a consumer product, such as Hades or our games.
    • "Plan" means the Free, Basic or Premium plan of a System, or another plan described on a product page.
    • "Platform" means the shared, multi-tenant software and infrastructure on which the Systems run, including their code, databases, common components and tools.
    • "SonhoLab Background IP" means the Platform and every System, and all software, code, common components, frameworks, libraries, tools, templates, designs, documentation, methods and know-how that SonhoLab owns or licenses, whether they existed before an Order or were developed during or after it, that are not specific to a single Custom Module. It includes generic improvements to the Platform or a System made while developing a Custom Module.
    • "System" means each product listed in Section 1.2(c) and (d), with its web and mobile apps.
    • "User Content" means content that you upload, submit, share or generate through the Services, other than Customer Data. Examples are messages in public areas, voice samples in Hades and files you process with our free tools.
    • "you" means the person or entity that accepts these Terms. When an individual accepts on behalf of an Organization, "you" means that Organization and, where the context requires, that individual.

    3. Acceptance and acceptance records

    3.1 How you accept. You accept these Terms by ticking the acceptance box and clicking the registration, checkout or confirmation button next to a link to these Terms. The box is never pre-ticked. You cannot use the Services without accepting.

    3.2 Separate consents. Some processing needs your separate, specific consent. Examples are marketing messages, non-essential cookies, voice cloning in Hades and optional AI features. We never bundle those consents into your acceptance of these Terms. You can refuse or withdraw them without losing access to the rest of the Services, unless the consent is essential to a feature you asked for.

    3.3 Acceptance record. Each time you accept these Terms or any incorporated document, we record:

    • the document and its version number;
    • a fingerprint of the exact text you accepted (a SHA-256 hash);
    • the date and time;
    • the IP address;
    • the account and, for an Organization, the person who accepted.

    We keep acceptance records for 5 years after our relationship ends. You can ask for a copy of your records at contacto@sonholab.com.

    3.4 Accepting for an Organization. If you accept on behalf of an Organization, you confirm that you have authority to bind it. If you do not have that authority, do not accept.

    3.5 Where these Terms are published. The current and past versions of these Terms are available at sonholab.com/{lang}/legal, with their version numbers and dates. You can download and store them.

    4. Eligibility and age

    4.1 Account holders must be 18 or older. To create a Personal Account, to become an Organization Owner or to buy anything from us, you must be at least 18 years old and legally able to enter into contracts.

    4.2 Products that are 18+ only. Some products are for adults only, whatever the age of majority where you live. These include Hades and SonhoLab Poker. Their product addenda describe how we check age. Where the law requires it, a self-declared age alone is not enough.

    4.3 Minors. Children and teenagers may use a System only as students or as family members linked to a student, through a school or other organization that uses Verita. That use is governed by the Children and Student Data Addendum (Verita). Under that addendum:

    • the school is the controller of the data;
    • the school obtains any parental consent the law requires;
    • accounts of users under 16 are linked to a parent or guardian;
    • families and students cannot register themselves.

    4.4 Experiences on third-party platforms. Some games run inside platforms that set their own age rules, such as Roblox. There, the platform's rules and the Games and Virtual Items Terms apply.

    4.5 Tools without an account. Our free web tools that need no account are offered to the general public. They are not directed to children under 13. We do not profile the people who use them and we show no advertising in them. We do not verify age for these tools.

    4.6 If we learn of an underage account. If we learn that a person below the required age holds an account outside the cases in Section 4.3, we close the account and delete the data, except where the law requires us to keep it.

    4.7 Other restrictions. You may not use the Services if:

    • we have previously terminated your account for a serious breach, unless we agree in writing; or
    • Section 25 (export controls and sanctions) prohibits it.

    5. Central registration, organization accounts and roles

    5.1 One login for every System. Through the central registration you create one organization account and one personal login (email and password). That login gives access to every System your Organization selects. To add or remove Systems later, write to contacto@sonholab.com.

    5.2 How Systems are activated.

    • Free plans are provisioned automatically when you register.
    • Paid plans are enabled by SonhoLab after we receive the Order and the payment (Section 8).

    5.3 Your address in each System. Each Organization gets its own path in each System, in the form <product>.sonholab.com/<slug>. On a paid plan you may also use your own domain (Section 6.4). We may refuse or change a slug that infringes someone else's rights, impersonates someone, or breaks the Acceptable Use Policy. If we must change a slug, we tell you in advance, unless the change is urgent.

    5.4 Roles.

    • (a) Organization Owner. The Organization Owner controls the account. The owner can: choose Systems and Plans; invite and remove Authorized Users and set their permissions; manage billing; export and delete Customer Data; and accept new versions of these Terms on the Organization's behalf. The owner can transfer ownership to another Authorized User aged 18 or over.
    • (b) Authorized Users. Authorized Users access the Systems their Organization allows, with the permissions it assigns. The Organization is responsible for its Authorized Users' use of the Services as if it were its own.
    • (c) People who are only records. Students, patients, clients, debtors and other people whose data is stored in a System, but who have no login, are not Authorized Users. They do not count toward Plan limits.

    5.5 Accurate information. You must give true, complete and current information when you register, and keep it updated. This includes your Organization's legal name and tax ID where the Order asks for them.

    5.6 Credentials. Each Authorized User must have their own login. Do not share credentials. Sharing credentials to get around the limit of people with access is a breach of these Terms. You are responsible for keeping credentials secret and for activity under your account. Tell us at once at contacto@sonholab.com if you suspect unauthorized access.

    5.7 Verification. We may ask you to verify your email, phone or identity. We may block registrations that appear automated, fraudulent or abusive.

    5.8 Personal Accounts. Consumer products such as Hades use Personal Accounts. Sections 5.5 to 5.7 also apply to them.

    6. Systems, plans, limits, brand and domain

    6.1 Same features on every Plan, except AI. In our catalog Systems, every Plan includes all features of the System, except AI features. AI features exist only on paid Plans and work only with your own AI provider key (Section 12.2). What changes between Plans is AI availability, the number of people with access, the address and brand, and the support target:

    FreeBasicPremium
    Featuresall, except AI featuresall; AI features with your own AI keyall; AI features with your own AI key
    People with access (Authorized Users)up to 3up to 10unlimited
    Address and brand<product>.sonholab.com/<slug>, SonhoLab brandyour domain and brandyour domain and brand
    Support target (first response)3 business days1 business daysame business day
    Pricefree, no card requiredprice shown at checkoutprice shown at checkout

    Support times are targets, not guarantees.

    6.2 Product-specific plans. Some Systems define their own paid features, prices and billing periods on their product page. Examples are Verita's own logo, name and domain, and the plans of Jesse and Digital Team OS. Where a product page or product addendum differs from Section 6.1, the product page or addendum prevails for that System.

    6.3 Prices. The prices published on the product page, and shown at checkout, prevail. We show prices in US dollars or, for customers in Brazil, in Brazilian reais. We may show other currencies where a product page says so.

    6.4 Your own domain and brand. On paid Plans you may show your own name, logo and domain.

    • You must hold the rights to the brand and domain you use.
    • You are responsible for your domain registration and DNS settings.
    • You grant us a limited license to display your brand only inside your Systems and only while your Plan is active.
    • If your paid Plan ends, your Systems return to the <product>.sonholab.com/<slug> address and to the SonhoLab brand.

    What paid Plans are, and what they are not. Basic and Premium give your Organization its own name, logo, brand and custom domain on the same shared, multi-tenant Platform that serves all our customers. Your Customer Data is kept logically separate from that of other Organizations (Section 18.1). A paid Plan is not a dedicated server, a separate installation or a separate copy of the software, and it gives you no rights in the Platform beyond the right to use the Services under Section 16.2. When our product pages or marketing use phrases such as "your own system", they refer to your branding and to your Organization's isolated space in the Services. Copies of a System installed outside our servers are available only under Section 16.8.

    6.5 Fair use and technical limits. Plans have no volume limits on records. We may still apply technical limits to protect the Services, such as rate limits, file-size limits and storage quotas. The product page or control panel shows these limits where they apply. If your usage threatens the stability of the Services for other customers, we will contact you first, unless the situation is urgent.

    6.6 Custom work. Premium does not include custom development, training or integrations unless an Order describes them in writing, with their scope and price. Custom Modules are ordered and paid for separately from any Plan, only by Business Customers. Ownership of a Custom Module and of the SonhoLab Background IP it uses follows Section 16.7.

    7. Free plan

    7.1 What it is. The Free plan is free of charge and needs no payment card. It includes all features of the System, except AI features, for up to 3 Authorized Users, under the SonhoLab brand and address.

    7.2 Inactive Free accounts are purged. A Free account is "inactive" when no Authorized User signs in to any of its Systems for 90 consecutive days. We then delete the account and its Customer Data. Before that we send two notices to the Organization Owner's email address. Each notice gives enough time to sign in again or export the data. Data deleted this way disappears from our backups as the backups expire, within 30 days at most.

    7.3 Export is always available. You can export your Customer Data from a Free account at any time, as on any other Plan.

    7.4 Upgrading. You can move to a paid Plan at any time. Your Customer Data stays in place.

    7.5 Changes to the Free plan. We may change or end the Free plan of a System under Section 24, with at least 30 days' notice. We never delete Customer Data because of such a change without giving you the chance to export it first.

    8. Orders, payments and taxes

    8.1 Ordering. You order a paid Plan through checkout in the control panel or through a written Order. Before you pay, the checkout shows:

    • the Plan and the System;
    • the total price, with taxes where the law requires them to be included;
    • the billing period;
    • that the Plan renews automatically, and how to cancel;
    • any withdrawal right that applies to you.

    For Consumers in the EU/EEA and UK, the final button makes clear that the order involves an obligation to pay.

    8.2 Activation. For paid Plans, activation starts once we record your payment, unless the Order says otherwise. We confirm the purchase and activation by email.

    8.3 Payment methods. Card payments and subscriptions are processed by Stripe. Other methods, such as Pix or bank transfer in Brazil, may be offered in the Order. We do not store full card numbers. Stripe's own terms apply to the payment itself.

    8.4 Billing period. Paid Plans are billed in advance for the period shown at checkout (monthly, semi-annual or annual). Periods run from the activation date.

    8.5 Taxes.

    • Consumers: where the law of your country requires prices to include taxes, the price shown includes them.
    • Business Customers: prices exclude taxes, duties and bank or transfer fees unless the Order says otherwise, and you pay them.
    • We issue invoices and tax documents as required by Brazilian law. You must give us the tax information needed to invoice you correctly.

    8.6 Late payment. If a payment fails or is not received by its due date, we tell you and give you time to fix it.

    • If it is still unpaid 10 days after the due date, we may suspend access to the paid features. Your Customer Data is kept and stays exportable while suspended.
    • If it is still unpaid 30 days after suspension, we may treat the Plan as cancelled. Section 19 then applies.

    For Consumers in Brazil, we do not charge fines or interest above the limits of the CDC.

    8.7 Price changes. We may change the price of a paid Plan for future periods.

    • We give at least 30 days' notice by email and in the control panel. Where the law of your place of residence sets a specific notice window, we give notice within that window.
    • A price change never affects a period you have already paid for.
    • If you do not agree, you can cancel before the new price applies.

    9. Automatic renewal and cancellation

    9.1 Clear terms before you buy. Paid Plans renew automatically at the end of each billing period, for the same period and at the then-current price, until you cancel. Before you buy, the checkout shows, clearly and next to the payment button:

    • that the Plan renews automatically until cancelled;
    • the renewal price and billing frequency;
    • that you can cancel at any time and how to do so;
    • the length of any trial or promotional period and the price that applies afterwards.

    You must give express consent to these renewal terms, for example by ticking a separate box that is not pre-ticked.

    9.2 Confirmation. After purchase we send you an email that sets out the renewal terms, the cancellation policy and how to cancel, in a form you can keep. We keep proof of your consent to the renewal terms for at least as long as our acceptance records (Section 3.3).

    9.3 Reminders.

    • We send a reminder at least once a year for every automatically renewing Plan.
    • For Plans with a billing period of one year or longer, we also send a reminder 15 to 45 days before each renewal.
    • If a trial or promotional price ends and a higher price will be charged, we tell you before the first charge at the new price.

    9.4 Cancel online. You can cancel online at any time from the billing settings of your account. Cancelling is as easy as signing up. We may briefly present a retention offer, but you can always complete the cancellation in the same session. You can also cancel by writing to contacto@sonholab.com. We confirm every cancellation by email.

    9.5 Effect of cancellation. Unless you have a withdrawal or refund right under Section 10, cancellation takes effect at the end of the period already paid. You keep access until then. After that, your Organization moves to the Free plan of that System where one exists, or Section 19.4 applies.

    9.6 App stores. If you subscribed through Apple's App Store or Google Play, the store manages billing, renewal and cancellation under its own rules. Cancel through your store account.

    10. Refunds and withdrawal rights

    10.1 Consumers in Brazil: 7 days. If you are a Consumer in Brazil and you bought online, you may withdraw within 7 days from the purchase or from activation, whichever is later (CDC art. 49). You get a full refund of the amounts paid, through the same payment method. To withdraw, write to contacto@sonholab.com. We confirm receipt at once. This right cannot be waived.

    10.2 Consumers in the EU/EEA and UK: 14 days.

    • (a) Right to withdraw. You may withdraw from a contract for a paid Plan or digital content within 14 days from the day you entered into it, without giving a reason.
    • (b) How to withdraw. Send the model form in Appendix A, or any other clear statement, to contacto@sonholab.com at any time during the withdrawal period. We send you an acknowledgment of receipt on a durable medium, such as email, without undue delay.
    • (c) If the service started at your request. If you expressly asked us to start the service during the withdrawal period, you pay a proportionate amount for the service provided up to your withdrawal.
    • (d) Digital content. For digital content that is not a service, such as virtual items or one-off credits, you lose the right of withdrawal only if all three of these are true: you gave prior express consent to immediate performance; you acknowledged that you would lose the right; and we confirmed this on a durable medium. If any of these is missing, you keep the right.
    • (e) Refund timing. We refund you without undue delay, and within 14 days of receiving your withdrawal, using the same payment method.

    10.3 Consumers in the United States and elsewhere. You may cancel at any time under Section 9. Unless Section 10.4 applies or the law of your place of residence requires otherwise, we do not refund periods that have already started.

    10.4 Refunds for our failures. Whatever your region, we refund you, pro rata for the unused prepaid period, if:

    • we materially fail to provide a paid Plan and do not fix the failure within a reasonable time after you tell us;
    • we discontinue a paid System (Section 24.5); or
    • you end a paid Plan because of a change that materially harms you (Section 24.2).

    10.5 Business Customers. Business Customers have no withdrawal right. Periods that have started are not refundable, except under Section 10.4 or where the law requires a refund. In Brazil, a small business may be treated as a Consumer where the CDC applies to it; in that case Section 10.1 applies.

    10.6 App-store purchases. Where Apple or Google sold you the subscription or item, that store handles refunds under its own policies. Your statutory rights remain.

    10.7 Nothing here limits your rights. Nothing in this Section limits any refund or withdrawal right that the law of your place of residence gives you and that cannot be waived.

    11. Customer Data

    11.1 Your Organization owns its Customer Data. As between you and us, the Organization owns all Customer Data. We acquire no ownership of it.

    11.2 Our limited license. You grant SonhoLab a worldwide, non-exclusive, royalty-free license to host, copy, back up, transmit, display and process Customer Data. This license is only for:

    • (a) providing, securing and supporting the Services you use, following your instructions and settings;
    • (b) preventing or addressing technical problems, security incidents, fraud and abuse;
    • (c) complying with the law.

    The license ends when the Customer Data is deleted under Section 19 and our Data Retention Schedule.

    11.3 What we do not do with Customer Data.

    • We do not sell Customer Data.
    • We do not share it for cross-context behavioral advertising.
    • We do not use it for advertising or for profiling anyone.
    • We do not use it to train AI models, whether ours or anyone else's.
    • We do not combine it with data of other customers.

    SonhoLab's own AI accounts are never used for Customer Data. AI features run on your own AI provider key (Section 12).

    11.4 Our role for personal data. When Customer Data includes personal data, your Organization is the controller and SonhoLab is its processor (in Brazil, operador; under US state laws, service provider). The Data Processing Addendum (DPA) applies and forms part of these Terms. Our subprocessors and data locations are listed in Subprocessors and International Transfers.

    11.5 Your responsibilities. You are responsible for:

    • (a) having a lawful basis to collect and use Customer Data and to load it into the Services;
    • (b) giving the people concerned any notices the law requires, and obtaining any consents or authorizations it requires;
    • (c) the accuracy and lawfulness of Customer Data;
    • (d) configuring the Systems in a way that fits your legal duties, for example retention periods, access permissions and which AI features are enabled.

    This includes in particular health data, children's and students' data, identity documents, photographs, precise location, debtor data and data about workers. The product addenda set out extra duties for these cases.

    11.6 Export at any time. On every Plan, including Free, you can export your Customer Data at any time from your account in each System, in a structured, commonly used, machine-readable format. If a data type cannot be exported by yourself, we provide it on request within a reasonable time, through a download link that expires.

    11.7 Requests from people about their data. If a person asks us about their data that we hold for your Organization, we forward the request to you and help you answer it, as described in the DPA and in Your Privacy Rights and How to Exercise Them.

    11.8 Service data. We also process some data about how the Services are used, such as access logs, security events, billing records and support tickets. We use that data to operate, secure, support and bill the Services and to comply with the law. The Privacy Policy and the Data Retention Schedule describe this. For example, we keep application access logs for 6 months, as required by the Brazilian Internet Civil Framework (Marco Civil da Internet), art. 15.

    12. AI features

    12.1 Where we use AI. Some Services include features that use artificial intelligence. Examples are AI agents that answer messages for a business, reading of receipts and documents, speech-to-text, the support chat, and the voice and conversation features of Hades. The AI Transparency Notice explains:

    • which features use AI;
    • which providers process the inputs, and where;
    • how we label AI-generated content;
    • the limits of each feature;
    • how to reach a human.

    12.2 No training on your data.

    • SonhoLab does not train AI models on Customer Data or on the content of your conversations.
    • Your own AI key. Every AI feature of every System, including Jesse, Digital Team OS, the LLM gateway, Brain SaaS and the Clinics assistant, runs on your Organization's own AI provider account. AI features exist only on paid Plans. You enter your own API key in the System's settings; SonhoLab never supplies an AI key. The provider is your vendor under your own contract: it bills you directly, and your settings with it decide whether it may train on your data. Subprocessors and International Transfers, Section 5, explains this.
    • SonhoLab uses its own AI account only for its own website chat and support desk, never for Customer Data. That provider is barred by contract from training on the data and is listed in Subprocessors and International Transfers.
    • We will never start using your data to train AI without first asking for your separate, affirmative consent. This also applies to data collected before the change.

    12.3 We tell people when they are talking to AI. Our AI assistants say they are AI at the start of each conversation. We label synthetic audio and other AI-generated content as AI-generated.

    12.4 Outputs can be wrong. AI outputs can be inaccurate, incomplete or out of date, even when they sound confident.

    • Review outputs before you rely on them, especially for health, legal, financial, educational, employment, housing or credit matters.
    • Outputs are not professional advice.
    • Do not use AI features to make decisions that produce legal or similarly significant effects on a person without meaningful human review.

    12.5 If your Organization deploys AI to talk to other people. If your Organization uses an AI agent to talk to its own customers, patients, students or leads, for example Jesse, Digital Team OS or the Clinics assistant, your Organization is the deployer of that agent. You must:

    • (a) keep the AI disclosure on. The agent introduces itself as an AI assistant of your business at the start of each conversation;
    • (b) keep human handoff available when a person asks for it, and honor the opt-out keyword;
    • (c) obtain every consent the law requires before messaging people. In particular, do not send automated marketing messages to numbers in the United States without prior express written consent;
    • (d) process health data or other sensitive data through an AI agent only via the official WhatsApp Business Platform, and only if your Organization has enabled that use and informed the people concerned, as required by the AI Agents and Messaging Addendum and the Health Data Addendum (Clínicas);
    • (e) comply with the messaging platform's own business and commerce policies.

    The AI Agents and Messaging Addendum sets out these duties in full.

    12.6 Voice, likeness and companion AI. Voice cloning, memorials and companion AI in Hades are governed by the Hades Addendum: Voice, Biometrics, Memorials and Companion AI. Among other things:

    • a voice is cloned only with the explicit, separate consent of the voice owner, or for a deceased person, under the declaration and objection rules of that addendum;
    • any voice can be revoked; when the voice owner revokes it, it is removed for everyone and deleted from all our systems automatically;
    • Hades is not currently offered to the public; the addendum applies if and when it is made generally available, and access is limited to invited testers until then;
    • simulations of public figures, politicians and candidates are not allowed.

    12.7 Your AI provider. Your AI provider's terms, prices and policies apply to your use of it. You keep your key secret, set spending limits with the provider and pay its charges.

    YOUR AI PROVIDER IS YOUR OWN VENDOR. TO THE MAXIMUM EXTENT PERMITTED BY THE LAW THAT APPLIES TO YOU, SONHOLAB IS NOT RESPONSIBLE FOR YOUR AI PROVIDER'S CHARGES, AVAILABILITY, OUTAGES, OUTPUTS OR POLICY CHANGES, OR FOR ANY INTERRUPTION OF AI FEATURES CAUSED BY AN INVALID, EXHAUSTED OR REVOKED KEY.

    Nothing in these Terms excludes or limits rights that cannot be excluded or limited under the law that applies to you.

    13. Acceptable use, content restrictions and content moderation

    13.1 Acceptable use. You must follow the Acceptable Use Policy. It lists what you may not do with the Services. Examples include illegal content, child sexual abuse material, non-consensual intimate images, deepfakes of real people without consent, spam, harassment, attacks on our systems, and uses of AI that the law prohibits.

    13.2 Restrictions on content. This Section and the Acceptable Use Policy form our content policy. They apply to Customer Data and User Content, and to AI outputs you request. We may restrict content or accounts that:

    • (a) are illegal in the place where they are accessed or in Brazil;
    • (b) infringe someone else's intellectual property, privacy, image, voice or personality rights;
    • (c) break the Acceptable Use Policy or a product addendum.

    13.3 How we moderate content. Most Customer Data is private to your Organization. We do not review it in the normal course of business. We act on content in these ways:

    • (a) Notices. Anyone can report content they believe is illegal or breaks our rules, as described in Section 14 and in the Copyright and Content Removal Policy.
    • (b) Automated tools. We use automated tools to protect the Services, such as rate limits. Some Services may also use spam and abuse filters and, on some AI features, safety filters. Automated tools can block a specific request or output.
    • (c) Human review. A person at SonhoLab reviews every decision to remove User Content following a notice, and every suspension or termination of an account. A person also reviews every complaint under Section 14.3. We do not suspend or terminate accounts by automated means alone.
    • (d) Measures we may take. Depending on how serious the case is, we may: remove content or disable access to it; restrict a feature; limit the visibility of content; suspend an account; or terminate it. The Acceptable Use Policy describes this enforcement ladder.

    13.4 Fair application. We apply these restrictions diligently, objectively and proportionately. We take into account the rights and legitimate interests of everyone involved, including freedom of expression and information.

    13.5 Statement of reasons. When we remove or restrict your content, or suspend or terminate your account, we tell you, unless the law prohibits it or the content is spam or deceptive high-volume commercial content. We explain:

    • what we did and its scope;
    • the facts we relied on;
    • whether automated means were used to detect the issue or to decide;
    • the legal ground or the rule of these Terms it was based on;
    • how you can challenge the decision.

    13.6 Serious crimes. If we become aware of information that gives rise to a suspicion that a criminal offense involving a threat to someone's life or safety has taken place, is taking place or is likely to take place, we inform the competent authorities. Section 5 of Government and Law Enforcement Requests describes this.

    14. Reporting illegal content and complaints

    14.1 How to report content. You can report content that you believe is illegal, infringes your rights or breaks our rules. The Copyright and Content Removal Policy explains how, including:

    • US copyright notices (DMCA);
    • notices under Brazilian law, including intimate images;
    • EU notices under the Digital Services Act;
    • takedown requests for voices and likeness;
    • trademark complaints.

    We acknowledge each notice, decide on it without undue delay, and tell you what we decided.

    14.2 Priority cases. We remove non-consensual intimate images, including AI-generated ones, and voice or likeness uses without consent, within 48 hours of a valid request.

    14.3 Internal complaints. If we removed or restricted your content or account, or decided not to act on your notice, you can file a complaint within 6 months of our decision. Write to contacto@sonholab.com with the subject "Content complaint", or use the link in our decision message. The complaint is free of charge.

    • A person who was not involved in the original decision reviews it.
    • We decide in a timely, non-discriminatory, diligent and non-arbitrary way.
    • If the complaint shows that our decision was wrong, we reverse it without undue delay.
    • We tell you the outcome and the other ways of redress available to you.

    14.4 Other redress. Our complaint process does not affect your right to go to court. It also does not affect your right, in the EU, to lodge a complaint with the Digital Services Coordinator of the member state where you live or are established.

    14.5 Points of contact.

    • Single point of contact for users (DSA art. 12): contacto@sonholab.com. This channel is answered by people, not only by automated means.
    • Single point of contact for authorities (DSA art. 11): contacto@sonholab.com.
    • Languages in which you can contact these points: English, Portuguese or Spanish.
    • EU legal representative (DSA art. 13): SonhoLab is appointing a legal representative in the European Union (Ireland). Until the appointment is published, you and the authorities can contact contacto@sonholab.com.

    15. Third-party services

    15.1 Integrations you choose. Some Services connect to third-party services. Examples are your own WhatsApp account, app stores (Google Play and Apple App Store), card networks and Roblox. When you choose to connect or use a third-party service:

    • the third party's own terms and privacy policy govern your relationship with it;
    • for some of these services, such as your own WhatsApp account provider, app stores and card networks, the third party acts as an independent controller, not as our subprocessor.

    15.2 Their availability. We do not control third-party services. They may change or stop their services, or suspend your account with them, for reasons outside our control. Examples are a change in messaging-platform policy or a payment provider's risk decision. Where this affects a paid Plan materially, Section 10.4 applies.

    15.3 Subprocessors are different. The subprocessors we use to provide the Services, listed in Subprocessors and International Transfers, are our responsibility under the DPA. This Section 15 does not reduce that responsibility.

    15.4 Consumers in Brazil. For Consumers in Brazil, this Section does not exclude any joint liability that the CDC imposes on the suppliers in a supply chain.

    16. Intellectual property, custom modules and self-hosted licenses

    16.1 Ours. The Services belong to SonhoLab or its licensors, including:

    • the software, source code, databases, designs, interfaces and documentation;
    • the SonhoLab name and logos and the names of our products.

    We reserve all rights not expressly granted in these Terms. The only exception is Custom Module Deliverables, which become yours under Section 16.7.

    16.2 Your right to use the Services. Subject to these Terms and to payment of any fees, we grant you a limited, non-exclusive, non-transferable, revocable right to use the Services during your Plan. You may use them only for your internal purposes or, for Consumers, for your personal use. You may not:

    • (a) copy, modify, decompile, reverse engineer or try to extract the source code of the Services, except to the extent the law allows despite this restriction, and except for source code we deliver to you under Section 16.7(f);
    • (b) resell, sublicense or offer the Services to third parties as your own service, unless an Order allows it;
    • (c) remove proprietary notices;
    • (d) use the Services to build a competing product through systematic copying of our features, content or data.

    16.3 Your content.

    • You keep all rights in your User Content.
    • You grant us a worldwide, non-exclusive, royalty-free license to host, store, reproduce, process and display User Content. This license is only for operating and providing the Services to you. It includes showing User Content to others only where you choose to share it, for example by opting in to a shared library.
    • The license ends when you delete the content or your account. The only exceptions are copies kept in backups until they expire, and copies we must keep by law.
    • We do not claim ownership of your User Content.
    • We do not use your User Content to train AI models.

    16.4 Your warranties about content. You confirm that you hold all rights and consents needed to upload and use your Customer Data and User Content, and to ask the Services to process them. This includes the rights and consents of any person whose voice, image or personal data they contain.

    16.5 Open-source components. The Services include open-source components under their own licenses. Nothing in these Terms limits your rights under those licenses.

    16.6 Feedback. If you send us suggestions or feedback about the Services, we may use them freely and without payment. We will not identify you publicly as their source without your permission. Feedback does not include your Customer Data.

    16.7 Custom Modules. This Section applies when a Business Customer orders and pays for a Custom Module. For the purposes of the Brazilian Software Law (Lei 9.609/1998), art. 4, it is the parties' express agreement on who owns what, and it replaces the default rule of that article.

    • (a) You own the Custom Module Deliverables once you have paid in full. When you have paid all fees for a Custom Module under its Order, SonhoLab assigns to you all economic rights (direitos patrimoniais) in the Custom Module Deliverables, worldwide and for their full term, to the extent the law permits. SonhoLab then delivers them to you under paragraph (f). The moral rights of the individual authors under Lei 9.609/1998, art. 2, §1 (to claim authorship and to object to unauthorized changes that harm their honor or reputation) remain with those authors.
    • (b) SonhoLab keeps its Background IP. SonhoLab keeps all rights, title and interest in the SonhoLab Background IP. This applies even where SonhoLab created or improved Background IP while developing your Custom Module, and even where parts of it are embedded in the Custom Module Deliverables. You acquire no rights in the SonhoLab Background IP, except the license in paragraph (c). Open-source and third-party components stay under their own licenses (Section 16.5).
    • (c) Your license to embedded Background IP. SonhoLab grants you a non-exclusive, non-transferable, non-sublicensable, royalty-free license to use the SonhoLab Background IP that is embedded in, or required by, a Custom Module you own. You may use it only to use that Custom Module (i) with the Services, while you have a Plan for the System concerned, or (ii) with a self-hosted copy of the System licensed to you under Section 16.8. You may not use that Background IP on its own or with other software, or offer it to third parties. This license ends when neither (i) nor (ii) applies.
    • (d) Your license to us to run the module. While you have a Plan for the System concerned, you grant SonhoLab a non-exclusive, royalty-free license to host, copy, run, back up, maintain, update and modify the Custom Module Deliverables inside your Organization's space in the Services, including to keep them working when the Platform changes. We will not make the Custom Module Deliverables available to other customers. This license ends when your Plan ends, except for copies kept in backups until they expire (Section 18.5) and copies we must keep by law.
    • (e) Similar work for others. SonhoLab may develop, for itself or for others, functionality that is similar to or competes with a Custom Module, as long as it does not use your Confidential Information or the code of your Custom Module Deliverables. Ideas, concepts, general skills, experience and know-how are not restricted by this Section, and they are not Custom Module Deliverables.
    • (f) Source code delivery. After you have paid in full, SonhoLab delivers the source code of the Custom Module Deliverables on your written request, in the format and by the method stated in the Order. If the Order states none, we deliver an archive of the source files within a reasonable time. We are not required to deliver the source code of the SonhoLab Background IP. Any Background IP included in the delivery is licensed to you only under paragraph (c) and is our Confidential Information (Section 17).
    • (g) Before full payment. Until you have paid all fees for a Custom Module, SonhoLab owns all rights in it, including the Custom Module Deliverables. Until then you have only a limited, non-exclusive, non-transferable, revocable license to use the Custom Module with the Services, as the Order allows. Section 8.6 applies to late payment.
    • (h) No exclusivity. A Custom Module gives you no exclusivity of any kind, unless an Order signed by both parties expressly grants it and states its scope and duration.
    • (i) Customer Data. Customer Data processed by a Custom Module remains governed by Section 11 and the DPA.

    16.8 Self-hosted licenses and sale of a System. These Terms cover the hosted Services only. They do not give you any right to receive, install or run a copy of a System, of the Platform or of any SonhoLab Background IP outside SonhoLab's servers, or to acquire ownership of a System. SonhoLab may, at its discretion, agree with a Business Customer to:

    • (a) license a copy of a System for the exclusive internal use of one company, installed outside SonhoLab's servers, on the company's own servers or cloud; or
    • (b) sell (assign) a whole System.

    Either option is available only by a separate written agreement signed by both parties. Our standard terms for option (a) are in the Self-Hosted Software License Agreement. A sale under option (b) requires its own negotiated assignment contract. Those agreements, not these Terms, govern the self-hosted copy or the sale.

    17. Confidentiality

    17.1 What is confidential. "Confidential Information" means non-public information that one party discloses to the other in connection with the Services, and that is marked confidential or would reasonably be understood as confidential. Examples are pricing in a negotiated Order, security information and business plans. Customer Data is protected by Section 11 and the DPA, which prevail for it.

    17.2 Duties. The receiving party must:

    • use Confidential Information only to perform or exercise its rights under these Terms;
    • disclose it only to its personnel and contractors who need to know it and are bound by duties of confidentiality at least as protective as this Section;
    • protect it with at least reasonable care.

    17.3 Exceptions. This Section does not apply to information that:

    • is or becomes public through no fault of the receiving party;
    • the receiving party already knew without a duty of confidentiality;
    • the receiving party receives lawfully from a third party without such a duty;
    • the receiving party develops independently.

    17.4 Legally required disclosure. The receiving party may disclose Confidential Information when the law or a court requires it. It must give the other party prior notice where lawful, so the other party can seek protection. For Customer Data, Government and Law Enforcement Requests applies.

    17.5 Duration. These duties last while you use the Services and for 3 years afterwards. For trade secrets, they last as long as the information remains a trade secret.

    18. Security, availability and support

    18.1 Security. We protect the Services and Customer Data with the measures described in Security and Incident Response. These include:

    • encryption in transit;
    • encryption of off-site backups;
    • logical separation of each Organization's data;
    • restricted access for named personnel;
    • rate limiting;
    • access logging.

    We do not hold security certifications such as SOC 2 or ISO 27001. No system is completely secure. We do not claim otherwise.

    18.2 Incidents. If a security incident affects Customer Data, we notify the affected Organizations without undue delay. We aim to do so within 48 hours, and in any case within 72 hours of confirming the incident, as described in Security and Incident Response and the DPA.

    18.3 Your security duties. You must:

    • use strong passwords;
    • manage your Authorized Users' access and remove people who should no longer have it;
    • keep your own devices and domain secure;
    • tell us promptly about any vulnerability or suspected breach you discover.

    18.4 Availability. We work to keep the Services available and to fix problems quickly. We do not guarantee uninterrupted or error-free operation, unless an Order sets out a specific availability commitment. We carry out maintenance and, where possible, announce planned maintenance in advance.

    18.5 Backups. We make daily backups. Database backups are kept up to 14 days on the server side (including Hetzner's automated server backups in Finland) and up to 14 days in an off-site copy on equipment operated by SonhoLab in Brazil, encrypted before it leaves the server. Backups are for disaster recovery. They are not a substitute for your own exports.

    18.6 Support. Support is provided through our support desk on business days in Brazil, with the target response times of your Plan (Section 6.1). Support does not include training or custom development unless an Order says so (Sections 6.6 and 16.7). For Consumers in Brazil, our customer service channel replies within 5 days.

    19. Suspension, termination and data export

    19.1 You may end the relationship at any time. You can cancel a paid Plan (Section 9) or delete your account at any time from your account settings in the System. You can also write to contacto@sonholab.com.

    19.2 Suspension by us. We may suspend all or part of your access, in whole or for specific Systems, if:

    • (a) you fail to pay, under Section 8.6;
    • (b) your use poses a security risk or a risk of serious harm to the Services, to other customers or to any person;
    • (c) you seriously breach these Terms, the Acceptable Use Policy or a product addendum;
    • (d) the law, a court order or a competent authority requires it.

    We limit any suspension to what is necessary. We give you prior notice with the reasons, unless the situation is urgent or the law forbids notice; in those cases we notify you as soon as possible afterwards. While suspended, your Customer Data is kept and remains exportable, unless the suspension is required by law or a court order that says otherwise.

    19.3 Termination by us. We may terminate your account or a Plan:

    • (a) if you materially or repeatedly breach these Terms and do not fix the breach within 15 days after our notice, or immediately if the breach cannot be fixed;
    • (b) under the repeat-infringer policy in the Copyright and Content Removal Policy;
    • (c) if the law requires it;
    • (d) if we discontinue a System (Section 24.5).

    Section 13.5 (statement of reasons) and Section 14.3 (complaints) apply.

    19.4 What happens to Customer Data after termination.

    • (a) 30-day export window. After a paid Plan ends and is not replaced by a Free plan, or after an account is terminated or deleted, your Customer Data remains available for export for 30 days.
    • (b) Deletion. After the 30 days we delete the Customer Data from our active systems. Deleted data disappears from backups as the backups expire, within 30 days at most.
    • (c) Account and organization data. We keep account and organization data for the life of the account plus 30 days after cancellation, and then delete it.
    • (d) Records we must keep. We keep only what the law requires, such as invoices and tax records (5 years), acceptance records (5 years after the relationship ends) and access logs (6 months). The Data Retention Schedule sets out every period.
    • (e) Product-specific rules. Some product addenda set specific rules. For example, student data under Verita is deleted within 60 days after the school's contract ends unless the school requests export.

    19.5 Termination for illegal content. If we terminate an account because of illegal content, we may keep the content and the related records for as long as the law requires or allows, in order to preserve evidence for competent authorities. We keep it restricted and do not use it for any other purpose.

    19.6 EU business customers: switching. If your Organization is a Business Customer established in the EU/EEA, you may end a paid Plan to switch to another provider or to your own infrastructure.

    • You may do so on no more than 2 months' notice.
    • You get a transition period of up to 30 days to export your data, with our reasonable assistance.
    • We do not charge switching or data-egress fees for this.
    • This Section implements the EU Data Act, Chapter VI.

    19.7 Survival. Sections that by their nature should survive termination do so. This includes Sections 11 (as to deletion and export), 16, 17, 20, 21, 22, 23, 25 and 27.

    20. Warranties and disclaimers

    20.1 Our commitments. We will provide the Services with reasonable skill and care, substantially as described in their documentation and product pages. We will not materially reduce the security of the Services during a paid period.

    20.2 Your statutory rights come first. If you are a Consumer, you have legal rights that these Terms cannot exclude or limit. Examples are:

    • the right to digital content and services that conform to the contract (in the EU, the Digital Content Directive and national laws; in the UK, the Consumer Rights Act 2015);
    • the product and service quality warranties of the Brazilian CDC.

    Nothing in this Section 20 affects those rights.

    20.3 DISCLAIMER. EXCEPT AS EXPRESSLY STATED IN THESE TERMS, AND TO THE MAXIMUM EXTENT PERMITTED BY THE LAW THAT APPLIES TO YOU, THE SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE". SONHOLAB DISCLAIMS ALL OTHER WARRANTIES, WHETHER EXPRESS, IMPLIED OR STATUTORY, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE AND NON-INFRINGEMENT. SONHOLAB DOES NOT WARRANT THAT THE SERVICES WILL BE UNINTERRUPTED OR ERROR-FREE, THAT AI OUTPUTS WILL BE ACCURATE OR COMPLETE, OR THAT THE SERVICES WILL MEET REQUIREMENTS OF LAW THAT APPLY SPECIFICALLY TO YOUR BUSINESS.

    20.4 FREE SERVICES. FREE PLANS AND FREE TOOLS ARE PROVIDED WITHOUT ANY WARRANTY BEYOND THOSE THAT THE LAW THAT APPLIES TO YOU DOES NOT ALLOW US TO EXCLUDE.

    20.5 Professional decisions stay with you. You remain responsible for decisions you or your Organization take using the Services. This includes clinical, educational, financial, credit, employment, pricing and legal decisions.

    Nothing in these Terms excludes or limits rights that cannot be excluded or limited under the law that applies to you.

    21. Limitation of liability

    21.1 Excluded liability. TO THE MAXIMUM EXTENT PERMITTED BY THE LAW THAT APPLIES TO YOU, NEITHER PARTY IS LIABLE TO THE OTHER FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY OR PUNITIVE DAMAGES, OR FOR LOSS OF PROFITS, REVENUE, BUSINESS OPPORTUNITY OR GOODWILL, ARISING OUT OF OR RELATED TO THESE TERMS OR THE SERVICES, EVEN IF ADVISED OF THEIR POSSIBILITY.

    21.2 Cap for Business Customers. TO THE MAXIMUM EXTENT PERMITTED BY LAW, EACH PARTY'S TOTAL AGGREGATE LIABILITY TO THE OTHER ARISING OUT OF OR RELATED TO THESE TERMS AND THE SERVICES IS LIMITED TO THE FEES THAT THE BUSINESS CUSTOMER PAID TO SONHOLAB FOR THE SERVICES IN THE 12 MONTHS BEFORE THE EVENT THAT GAVE RISE TO THE LIABILITY. IF NO FEES WERE PAID IN THAT PERIOD (FOR EXAMPLE, ON A FREE PLAN), THE CAP IS US$ 100 (R$ 500 FOR BUSINESS CUSTOMERS IN BRAZIL).

    21.3 Consumers in the United States and other countries not listed in Section 21.4. TO THE MAXIMUM EXTENT PERMITTED BY THE LAW OF YOUR PLACE OF RESIDENCE, SONHOLAB'S TOTAL AGGREGATE LIABILITY TO YOU IS LIMITED TO THE GREATER OF (A) THE AMOUNTS YOU PAID TO SONHOLAB IN THE 12 MONTHS BEFORE THE EVENT THAT GAVE RISE TO THE LIABILITY AND (B) US$ 100.

    21.4 Consumers in the EU/EEA, the UK and Brazil. For these Consumers, Sections 21.1 to 21.3 do not apply. Instead:

    • (a) EU/EEA and UK Consumers. We are liable for foreseeable loss and damage caused by our breach of these Terms or our failure to use reasonable care and skill. We are not liable for loss or damage that was not foreseeable. Loss is foreseeable if it was obvious that it would happen, or if both of us knew it might happen when you entered into the contract. We do not exclude or limit our liability where it would be unlawful to do so. If we provide defective digital content that damages a device or other digital content of yours, we will repair the damage or pay you compensation, as the law requires.
    • (b) Brazil Consumers. We are liable under the CDC. We do not exclude or reduce the liability that the CDC imposes on us.

    21.5 Liability we never exclude or limit. NOTHING IN THESE TERMS EXCLUDES OR LIMITS ANY PARTY'S LIABILITY FOR:

    • (A) DEATH OR PERSONAL INJURY CAUSED BY NEGLIGENCE;
    • (B) FRAUD OR FRAUDULENT MISREPRESENTATION;
    • (C) WILLFUL MISCONDUCT OR GROSS NEGLIGENCE;
    • (D) A BUSINESS CUSTOMER'S OBLIGATION TO PAY FEES DUE;
    • (E) A BUSINESS CUSTOMER'S INDEMNITY OBLIGATIONS UNDER SECTION 22;
    • (F) ANY OTHER LIABILITY THAT CANNOT BE EXCLUDED OR LIMITED UNDER THE LAW THAT APPLIES.

    21.6 Data protection. Liability between SonhoLab and an Organization for personal data is allocated in the Data Processing Addendum (DPA), subject to this Section. No limitation in these Terms or in the DPA reduces the rights of data subjects under data protection laws.

    21.7 Why these limits exist. The fees for the Services reflect the allocation of risk in this Section. For Consumers, this Section applies only to the extent the law that applies to you allows.

    Nothing in these Terms excludes or limits rights that cannot be excluded or limited under the law that applies to you.

    22. Indemnities

    22.1 Business Customers indemnify SonhoLab. A Business Customer will defend SonhoLab against any claim, demand, proceeding or penalty brought by a third party or by an authority, and will pay the resulting damages, fines (where the law allows them to be indemnified), settlements agreed by the Business Customer and reasonable legal costs, to the extent that the claim arises from:

    • (a) Customer Data or User Content that the Business Customer or its Authorized Users provide, including any claim that it infringes someone's rights or was collected without a lawful basis;
    • (b) the Business Customer's breach of the Acceptable Use Policy or of Sections 11.5 or 12.5, including messages sent without required consent (for example, under the US Telephone Consumer Protection Act, CAN-SPAM, the LGPD or messaging-platform rules);
    • (c) the Business Customer's use of the Services in breach of law, including collection, credit, health, education or employment laws that apply to its activity.

    22.2 Procedure. To receive this indemnity, SonhoLab will:

    • notify the Business Customer promptly of the claim (a delay only reduces the indemnity to the extent it causes prejudice);
    • give the Business Customer control of the defense and settlement, but no settlement may admit fault by SonhoLab or impose obligations on it without its consent;
    • provide reasonable cooperation, at the Business Customer's expense.

    22.3 SonhoLab's indemnity. Any indemnity that SonhoLab gives to a Business Customer, for example against third-party claims that the Services infringe intellectual property rights, applies only if an Order expressly includes it, and on the terms stated there.

    22.4 Consumers. Consumers do not give any indemnity under these Terms. You remain liable, under the law that applies to you, for damage you cause by breaking these Terms or the law.

    Nothing in these Terms excludes or limits rights that cannot be excluded or limited under the law that applies to you.

    23. Governing law and dispute resolution

    23.1 Talk to us first. Most concerns can be solved quickly. Before starting any formal proceeding, please write to contacto@sonholab.com with the subject "Dispute notice". Include your name, your account email, a description of the issue and the solution you want. We will try in good faith to solve it within 60 days. During that period, any limitation period that applies to the claim is suspended, where the law allows. This step does not prevent a Consumer in the EU/EEA, the UK or Brazil from going directly to a court or a consumer authority.

    23.2 Individuals in the United States: binding individual arbitration.

    PLEASE READ THIS SECTION CAREFULLY. IT AFFECTS YOUR RIGHTS. IT REQUIRES YOU AND SONHOLAB TO RESOLVE DISPUTES BY INDIVIDUAL ARBITRATION INSTEAD OF IN COURT, AND IT WAIVES CLASS ACTIONS AND JURY TRIALS. YOU CAN OPT OUT WITHIN 30 DAYS (SECTION 23.2(B)).

    • (a) Scope. This Section 23.2 applies if you are an individual who resides in the United States. It applies to your own claims, whether you use a Personal Account or are an Authorized User. It covers any dispute, claim or controversy between you and SonhoLab arising out of or relating to these Terms or the Services ("Dispute"). It does not apply to Organizations, which are covered by Section 23.6. The Federal Arbitration Act (9 U.S.C. §1 et seq.) governs this Section.
    • (b) 30-day opt-out. You can opt out of this Section 23.2 within 30 days after you first accept these Terms. Send an email to contacto@sonholab.com with the subject "Arbitration Opt-Out", or a letter to Rua Fausto Cabral, 871, Casa A, Vicente Pinzon, Fortaleza-CE, 60181-227, Brazil, stating your name, your account email and that you opt out of arbitration. Opting out does not affect any other part of these Terms. If you opt out, Section 23.5 applies to you.

    • (c) Exceptions: small claims and certain claims.

      • Either party may bring an individual claim in small claims court in the county where you live, if the claim qualifies there and stays there.
      • Either party may seek an injunction in court to stop infringement or misuse of its intellectual property.
      • Nothing in this Section prevents you from bringing an issue to the attention of a government agency.
      • Under the Ending Forced Arbitration of Sexual Assault and Sexual Harassment Act (9 U.S.C. §§401–402), you may choose to bring a dispute relating to sexual assault or sexual harassment in court instead of in arbitration.
    • (d) Rules and administration. The arbitration will be administered by the American Arbitration Association ("AAA") under its Consumer Arbitration Rules. Where Section 23.2(i) applies, its Mass Arbitration Supplementary Rules also apply. Both sets of rules are in force when the demand is filed and are available at adr.org. A single arbitrator will decide the Dispute. The arbitrator may award the same individual remedies that a court could award, including public injunctive relief only as provided in Section 23.2(h).
    • (e) Place and form. The arbitration takes place by video conference or by written submissions. If an in-person hearing is needed, it takes place in the county where you live, unless we both agree otherwise.
    • (f) Costs. If you start an arbitration, you will not pay more in filing fees than you would pay to file a claim in the court that would otherwise have jurisdiction. SonhoLab pays all other AAA filing, administration and arbitrator fees. Each party pays its own attorneys' fees, unless the arbitrator awards fees under a law that allows it, or the arbitrator finds that a claim was frivolous or brought for an improper purpose.

    • (g) Who decides. The arbitrator decides all questions about the interpretation, scope, applicability, enforceability and formation of this Section. The only exceptions are the following questions, which a court decides:

      • whether the class and representative action waiver in Section 23.2(h) is valid and enforceable;
      • whether Section 23.2(i) (mass arbitration) is valid and enforceable;
      • disputes about the opt-out in Section 23.2(b).

    • (h) CLASS ACTION AND JURY TRIAL WAIVER. YOU AND SONHOLAB AGREE THAT EACH MAY BRING CLAIMS AGAINST THE OTHER ONLY IN AN INDIVIDUAL CAPACITY, AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS, COLLECTIVE OR REPRESENTATIVE PROCEEDING. THE ARBITRATOR MAY NOT CONSOLIDATE MORE THAN ONE PERSON'S CLAIMS, EXCEPT AS PROVIDED IN SECTION 23.2(I). YOU AND SONHOLAB WAIVE ANY RIGHT TO A JURY TRIAL.

      • This waiver does not prevent either party from seeking public injunctive relief where the law allows it. Any claim for public injunctive relief will be severed, stayed until the individual claims are decided in arbitration, and then decided by a court.
      • If a court decides that this waiver cannot be enforced for a particular claim or remedy, that claim or remedy (and only that one) will be severed and decided by a court, after the arbitration of the remaining individual claims.

    • (i) Mass arbitration. This Section applies if 25 or more similar arbitration demands are filed against SonhoLab, or by SonhoLab, by the same or coordinated counsel within 180 days.

      • Conference. Counsel for the claimants and SonhoLab first meet and confer in good faith about resolving the demands efficiently.
      • Bellwether cases. If they do not agree, the demands are administered in stages. First, a batch of up to 10 demands proceeds, with half selected by each side. Then the parties attend a mediation, for which SonhoLab pays the mediator's fees. If the mediation fails, the remaining demands proceed in batches of up to 100, administered under the AAA Mass Arbitration Supplementary Rules.
      • Protections for claimants. Any limitation period for the demands in a later batch is suspended from the filing of the first demand until that batch proceeds. SonhoLab pays the AAA fees for each batch as provided in Section 23.2(f). This process may not be used to delay any claim unreasonably.
      • If this Section is not enforced. If a court decides that this Section 23.2(i) cannot be enforced for a set of demands, those demands may proceed in court.
    • (j) Time to bring a claim. Any claim must be brought within the time allowed by the applicable statute of limitations.
    • (k) Changes to this Section. If we make a material change to this Section 23.2, you may reject the change within 30 days after it takes effect by writing to contacto@sonholab.com. In that case, the previous version of this Section continues to apply to you. A change to this Section never applies to a Dispute that we already knew about, or that was already pending, before the change took effect.
    • (l) Governing law for US individuals. Except for this Section 23.2, which the Federal Arbitration Act governs, these Terms are governed by the laws of the US state where you reside. This choice does not deprive you of the protection of mandatory rules of the law of your state of residence.

    23.3 Consumers in the EU/EEA and the UK.

    • These Terms are governed by the laws of Brazil. However, you keep the protection of the mandatory provisions of the law of the country where you habitually reside, and this choice of law does not deprive you of that protection.
    • You may bring proceedings against us in the courts of the country where you live, or in Brazil. We may bring proceedings against you only in the courts of the country where you live.
    • Arbitration and the class-action waiver in Section 23.2 do not apply to you.
    • The EEA and UK Supplement gives information on consumer authorities and alternative dispute resolution.

    23.4 Consumers in Brazil.

    • These Terms are governed by the laws of Brazil.
    • You may bring proceedings in the courts of your domicile (CDC art. 101, I). Any clause that would prevent you from using the Brazilian courts is void (Marco Civil art. 8, sole paragraph).
    • Arbitration and the class-action waiver in Section 23.2 do not apply to you.
    • You may also contact consumer protection bodies (PROCON).

    23.5 Other Consumers. If you are a Consumer outside the regions above, or a US individual who opted out of arbitration:

    • These Terms are governed by the laws of Brazil, subject to any mandatory consumer protection rules of your place of residence.
    • You may bring proceedings in the courts of your place of residence where the law of that place gives you that right, or in the courts of Fortaleza, Ceará, Brazil.
    • For individuals in the United States who opted out, the governing law in Section 23.2(l) applies instead of Brazilian law, and you may sue in the state or federal courts of your county of residence.
    • The Latin America Supplement contains country-specific information.

    23.6 Business Customers. If you are a Business Customer, wherever you are located:

    • These Terms and any dispute arising out of or relating to them are governed by the laws of the Federative Republic of Brazil.
    • The courts of the Comarca of Fortaleza, State of Ceará, Brazil, have exclusive jurisdiction. Each party waives any other forum, however privileged.
    • This choice does not exclude mandatory rules that apply to you, such as those of the EU Data Act on unfair contractual terms and switching.
    • Either party may seek urgent interim relief in any competent court.

    24. Changes to the Services and to these Terms

    24.1 Changes to the Services. We continuously improve the Services. We may change them for valid reasons, including:

    • (a) to keep them secure;
    • (b) to comply with law or with a decision of an authority or court;
    • (c) to reflect changes by a third-party provider that we cannot avoid;
    • (d) to add, improve or reorganize features in line with technical developments.

    Such changes will not cost you extra. We tell you about them clearly.

    24.2 Changes that harm you. If a change to a paid Plan removes an essential feature or materially and negatively affects your access to or use of the Services:

    • we give you at least 30 days' prior notice by email and in the control panel;
    • you may end the affected Plan free of charge before the change takes effect, or within 30 days after it takes effect (or after we notified you, if later), and receive a pro-rata refund of prepaid fees for the unused period (Section 10.4).

    For EU/EEA and UK Consumers, this Section implements the Digital Content Directive, art. 19.

    24.3 Changes to these Terms.

    • Each change to these Terms creates a new version, with a new version number, date and SHA-256 fingerprint, published at sonholab.com/{lang}/legal.
    • Material changes: we give at least 30 days' notice before they take effect, by email to the Organization Owner or Personal Account holder and in the control panel. The notice explains what changes. Where a new acceptance is needed, we ask for it in the control panel.
    • Non-material changes and urgent legal changes: changes that do not reduce your rights (for example, corrections or clarifications), and changes required urgently by law or by an authority, may take effect sooner. We still tell you about them.
    • If you do not agree: you may end the affected Plans or delete your account before the change takes effect. Section 24.2 applies to the refund of prepaid fees. You can export your Customer Data first.

    24.4 No retroactive changes. Changes to these Terms apply only from their effective date. They do not apply to:

    • disputes that arose before that date;
    • fees already paid;
    • data already collected, in a way that would permit new uses of it.

    In particular, we will not use data collected before a change for a new purpose, such as AI training, without your separate, affirmative consent.

    24.5 Discontinuing a System. We may discontinue a System. If we discontinue a System you use on a paid Plan:

    • we give at least 90 days' prior notice;
    • we refund prepaid fees for any period after the discontinuation date;
    • you can export your Customer Data during the notice period and for 30 days after the discontinuation date.

    25. Export controls and sanctions

    25.1 Compliance. You must comply with export control and sanctions laws that apply to your use of the Services. These include those of Brazil, the United Nations, the European Union, the United Kingdom and the United States. Some of our subprocessors, including payment and AI providers, are subject to these laws and require us to enforce them.

    25.2 Your representations. You represent that:

    • (a) you are not located, organized or ordinarily resident in a country or region subject to comprehensive sanctions under those laws;
    • (b) you are not, and are not owned or controlled by, a person on a sanctions or restricted-party list maintained under those laws;
    • (c) you will not use the Services for any purpose that those laws prohibit, including prohibited end uses related to weapons of mass destruction.

    25.3 Our measures. We may block access from sanctioned jurisdictions, and suspend or terminate accounts, where necessary to comply with these laws. Section 13.5 applies to our decision unless the law forbids giving reasons.

    26. Users in Brazil

    26.1 Brazilian law applies. Brazilian law applies to any collection, storage, retention or processing of data carried out in Brazil or relating to users in Brazil (Marco Civil arts. 10 and 11).

    26.2 Your rights under the Marco Civil da Internet (art. 7). You have the right to:

    • (a) clear and complete information in these Terms and in our policies;
    • (b) clear information on the collection, use, storage, processing and protection of your data, and on the purposes for which it may be used. The Privacy Policy sets this out;
    • (c) have your personal data shared with third parties only with your free, express and informed consent, or in the cases provided by law;
    • (d) have any consent requested separately and highlighted from the other clauses;
    • (e) have your personal data deleted when our relationship ends, at your request, except where the law requires retention. One example is access logs, which we keep for 6 months (Marco Civil art. 15);
    • (f) publicity and clarity of our policies of use.

    26.3 Language. For Consumers in Brazil, the Portuguese (pt-BR) version of these Terms is binding and prevails (Section 27.6).

    26.4 Highlighted clauses. Clauses that limit your rights appear in bold capital letters so that you can identify them easily (CDC art. 54, §4).

    26.5 Contact and customer service. Our identification details are in Section 1.1. Our customer service channel is contacto@sonholab.com. It replies within 5 days (Decreto 7.962/2013). Our data protection officer (encarregado) can be reached at contacto@sonholab.com.

    26.6 More information. The Brazil Supplement (LGPD, CDC, Marco Civil, ECA Digital) describes your rights under the LGPD, the CDC and the ECA Digital (Lei 15.211/2025).

    27. General terms

    27.1 Order of precedence. If there is a conflict between documents, the following order applies, from highest to lowest:

    • (a) the mandatory law that applies to you;
    • (b) an Order signed by both parties, but only for the specific matters it expressly changes;
    • (c) the Data Processing Addendum (DPA), for the processing of personal data in Customer Data;
    • (d) the regional supplement for your region, where it gives you additional rights;
    • (e) the product addendum for the System concerned;
    • (f) these Terms;
    • (g) the Acceptable Use Policy, the Copyright and Content Removal Policy and other incorporated policies;
    • (h) product pages and documentation.

    A click-through Order or checkout page cannot override these Terms except as to price, Plan, billing period and scope of custom work (including the description of Custom Module Deliverables and their delivery format).

    27.2 Force majeure. Neither party is liable for a failure or delay caused by events beyond its reasonable control. Examples are natural disasters, epidemics, war, terrorism, riots, acts of government, general failures of the internet or of electricity, and large-scale attacks that could not reasonably have been prevented. This clause does not cover:

    • a failure to pay;
    • a failure that proper security or continuity measures would reasonably have avoided;
    • our duties to notify security incidents.

    If a force majeure event lasts more than 30 days, either party may end the affected Plan. You then receive a pro-rata refund of prepaid fees.

    27.3 Assignment.

    • You may not transfer these Terms without our prior written consent. An Organization may, however, transfer them as part of a merger, acquisition or sale of substantially all of its assets, with notice to us.
    • We may transfer these Terms to an affiliate, or as part of a reorganization, merger, acquisition or sale of the business or of the relevant System, with notice to you. The transfer must not reduce your rights or the protection of your data. For Consumers, you may end the contract if you do not agree to the transfer.

    27.4 Notices.

    • From us to you: we send notices by email to the Organization Owner or Personal Account holder, and may also show them in the control panel. A notice sent by email is received when sent, unless we receive a delivery failure.
    • From you to us: send notices to contacto@sonholab.com. Formal legal notices may also be sent by post to Rua Fausto Cabral, 871, Casa A, Vicente Pinzon, Fortaleza-CE, 60181-227, Brazil.
    • Keep your contact email up to date.

    27.5 Electronic form. You agree that these Terms, notices and records may be in electronic form, and that electronic acceptance has the same effect as a handwritten signature, to the extent the law allows.

    27.6 Language.

    • These Terms are written in English. We may publish translations.
    • If there is a conflict between versions, the English version prevails, except where the law that applies to you requires a local-language version to prevail. In particular, for Consumers in Brazil the Portuguese (pt-BR) version is binding and prevails.
    • Where the law of another country requires its local-language version to prevail, that version prevails for users in that country.
    • In any case, ambiguous terms are interpreted in favor of the Consumer.

    27.7 Severability. If a court or authority finds any provision of these Terms invalid or unenforceable, that provision is limited or removed only to the extent necessary. The rest of these Terms remains in force. Section 23.2(h) has its own severability rule.

    27.8 Entire agreement. These Terms, together with the documents incorporated in Section 1.3 and any Order, are the entire agreement between you and SonhoLab about the Services. They replace any prior agreement or communication on the same subject. Nothing in this Section limits liability for fraudulent misrepresentation.

    27.9 No waiver. If a party does not enforce a right, that does not waive the right.

    27.10 Independent parties. The parties are independent contractors. These Terms create no partnership, joint venture, employment or agency relationship.

    27.11 Third-party rights. These Terms give no rights to third parties. This does not affect the rights that data subjects have under data protection law or under the DPA.

    27.12 Headings. Headings are for convenience only. "Including" means "including without limitation".

    27.13 Accessibility. If you need these Terms in an accessible format, write to contacto@sonholab.com.

    27.14 California users. Under California Civil Code §1789.3, California residents may contact the Complaint Assistance Unit of the Division of Consumer Services of the California Department of Consumer Affairs, through www.dca.ca.gov.

    28. Contact

    ProviderL. M. PEREZ MONTANA (SonhoLab), CNPJ 61.620.014/0001-00
    AddressRua Fausto Cabral, 871, Casa A, Vicente Pinzon, Fortaleza-CE, 60181-227, Brazil
    General contact and customer servicecontacto@sonholab.com · +55 85 99412-2292
    Data protection officer (encarregado)contacto@sonholab.com
    EU representative (GDPR art. 27; DSA art. 13)SonhoLab is appointing a representative in the European Union (Ireland). Until the appointment is published, EU residents can contact contacto@sonholab.com.
    UK representative (UK GDPR art. 27)None. We do not currently direct the Services to the United Kingdom. If we start to do so, we will appoint one and list it here.
    Copyright agent (DMCA)Registration with the US Copyright Office in progress. Meanwhile, send notices to contacto@sonholab.com (subject "DMCA notice").
    DSA points of contact (arts. 11 and 12)contacto@sonholab.com

    Appendix A. Model withdrawal form (EU/EEA and UK consumers)

    Complete and return this form only if you wish to withdraw from the contract.

    To: L. M. PEREZ MONTANA (SonhoLab), Rua Fausto Cabral, 871, Casa A, Vicente Pinzon, Fortaleza-CE, 60181-227, Brazil, contacto@sonholab.com

    • I hereby give notice that I withdraw from my contract for the following service or digital content: ______
    • Ordered on: ______
    • Name of consumer: ______
    • Account email: ______
    • Address of consumer: ______
    • Signature of consumer (only if this form is sent on paper): ______
    • Date: ______

    Version 0.9.0 (preliminary) · Effective 26 September 2026 · © L. M. PEREZ MONTANA (SonhoLab), CNPJ 61.620.014/0001-00. This version is under legal review; we will notify material changes as described in these documents.

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    Version 0.9.0

    SHA-256-Fingerabdruck dieses Textes: 2d3f3836dd9178693b51c9a1595d65f0ce9df31f374392b26483e23345794d42

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