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Terms of Use & Licensing

Last updated: July 26, 2026

These Terms govern (A) use of this website and (B) licensing of the Charla platform, the latter corresponding to the Charla Platform Terms of Use (SaaS), version 2. For enterprise customers, the specific commercial agreement (for example, an MSA) signed with Charla, registered under CNPJ No. 52.508.038/0001-73, prevails. This English text is a courtesy translation; the Portuguese version prevails in case of divergence.

A. Website Terms of Use

Acceptance

By accessing this website, you agree to these Terms. If you do not agree, do not use the website.

Intellectual property

The Charla brand, logos, text, layout, and other content on this website belong to Charla and are protected by law. Reproduction without prior authorization is prohibited.

Acceptable use

  • Do not use the website for unlawful purposes or in ways that infringe third-party rights.
  • Do not attempt to access restricted areas, interfere with operation, or compromise the website's security.

Third-party links and services

This website contains links to third-party services (for example, WhatsApp). We are not responsible for the content or practices of those services.

Disclaimer of warranties

The website is provided “as is,” with no warranty of uninterrupted availability or freedom from errors.

Limitation of liability

To the maximum extent permitted by law, Charla is not liable for indirect damages arising from use of the website.

B. Platform Terms of Use (SaaS)

This section governs access to and use of the Charla platform, owned by CHARLA IAGEN LTDA and contracted by you or your organization (the “Customer”). By using the platform, the Customer agrees to the terms below.

1. Purpose

Charla is a SaaS platform for agentic solutions built on generative AI, designed to enable:

  • Building and operating intelligent assistants and automated workflows;
  • Consumption of LLMs and related services;
  • Integration with internal and external data;
  • Monitoring, traceability, and per-interaction cost control.

2. Contracting model

2.1 Licensing model. Charla is sold exclusively as software as a service (SaaS). Platform access is licensed via a monthly subscription based on credit packages (shared across the Customer's agents) and may include an initial setup. Pricing, limits, and other billing conditions are defined in the commercial proposal and may vary from one customer agreement to another.

2.2 Definition and consumption of credits. The credit is the unit of measurement for use of the Charla platform. Each operation consumes credits according to its nature and the volume of resources used, including processed content, documents, pages, images, audio, searches, tools, integrations, and the artificial-intelligence models invoked. Consumption may vary between operations and is calculated according to the Credit Consumption Table in force, defined in the applicable commercial proposal.

The following may consume credits:

  • a) interactions carried out on the channels made available by Charla, including messages, audio, files, images, tools, and integrations invoked;
  • b) sending and receiving WhatsApp messages, whose transport consumption may be charged in addition to the processing of the interaction;
  • c) ingestion, updating, indexing, and querying of documents in the knowledge base;
  • d) generation and updating of the internal wiki;
  • e) creation and customization of Charlas;
  • f) document processing and analysis by Optical;
  • g) execution of evaluation cycles; and
  • h) generation of summaries, suggestions, analyses, and reports by artificial intelligence.

The following do not consume credits: interactions refused by the scope filter, operations completed with no useful result due to a failure attributable to Charla, the reprocessing needed to correct those failures, and the assistant dedicated exclusively to opening professional-services requests.

Consumption is measured event by event and made available to the Customer in the platform's Usage section, broken down by operation, Charla, department, and user, where applicable.

2.3 Overages. Consumption above the contracted limit is billed according to the table in force.

3. Technology architecture and isolation

3.1 Multi-tenant with segregation. The Charla platform uses a multi-tenant architecture, that is, a single platform base shared across customers, but operating under secure logical isolation. Each Customer has:

  • A dedicated virtual environment in the cluster, with segregated queueing and execution;
  • Its own logical storage, ensuring independence of files and content;
  • Exclusive keys and credentials for access to integrated data;
  • Governance policies applied per tenant.

3.2 What is not shared. Even in a multi-tenant environment, the following are never shared between customers:

  • raw data (structured or unstructured);
  • attached or processed documents;
  • interaction histories;
  • logs and telemetry;
  • configurations and agents created by the Customer.

3.3 What may be shared. Only base-layer components are shared:

  • orchestration infrastructure;
  • operational models;
  • governance mechanisms;
  • generic platform agents;
  • pre-built pipelines.

Sharing occurs with no mixing of data or context.

4. Responsibilities

The platform is provided in accordance with the applicable agreement. To the maximum extent permitted by law, Charla's total liability is limited to the amounts paid by the Customer in the 12 months preceding the event giving rise to liability.

The Customer shall:

  • Provide and manage access;
  • Ensure the integrity of the data ingested;
  • Comply with applicable law and act in good faith when using the platform.

Charla shall:

  • Ensure availability of the contracted platform;
  • Maintain state-of-the-art security controls;
  • Ensure data isolation as described;
  • Not use, copy, or distribute Customer data for purposes other than operating the service.

5. Data ownership and use

The Customer remains the owner of the data it submits and of the results derived from use of the platform. Charla retains rights over:

  • source code;
  • base agents;
  • platform interfaces and components.

6. Limitations and prohibited uses

The Customer may not:

  • use the platform for unlawful purposes;
  • attempt to access, copy, or interfere with other customers' tenants;
  • reverse engineer the platform;
  • use outputs to train third parties without authorization.

7. Third parties and AI models

The platform operates with external AI providers, is hosted on Google Cloud Platform (GCP), and uses infrastructure according to the needs of the project and plan. The Customer acknowledges that:

  • external services may have their own terms;
  • calls to LLMs may take place outside Brazil;
  • Charla always acts as a technical processor.

8. Support, SLA, and evolution

  • Remote support as per the agreement.
  • Continuous improvement of the platform at no additional cost, preserving compatibility.
  • Scheduled maintenance will be announced in advance.

9. Privacy and the LGPD

  • Charla processes data as a processor (save for contractual exceptions).
  • Data is encrypted in transit and at rest.
  • After termination, data may be deleted or returned to the Customer.

The processing of personal data collected through this website is described in our Privacy Policy.

10. Termination

  • Cancellation or termination ends access.
  • Data may be exported upon request within the applicable retention period.

11. Final provisions

  • These Terms may be updated, and the most recent version prevails.
  • Partial invalidity does not affect the validity of the remaining clauses.
  • Elected venue: São Paulo/SP.

Governing law and venue

These Terms, in both sections A and B, are governed by the laws of the Federative Republic of Brazil. The courts of São Paulo/SP are the elected venue, unless a specific agreement provides otherwise.

Contact

Questions about these Terms may be sent to contato@charla.ia.br.