Lash

Terms of Service

Last updated: August 2025

1. Company Information and Agreement

These Terms of Service ("Terms") govern your use of the AI-powered customer support platform operated by R S G Soluções em Negócios Ltda (CNPJ: 41.923.108/0001-33), a Brazilian limited liability company established on May 12, 2021, operating under the brand name "Lash" ("we," "us," "our," or "Company").

Our registered address is Rua Pais Leme, 215, Pinheiros, São Paulo - SP, CEP 05424-150, Brazil. By accessing or using our platform at getlash.ai, you agree to comply with these Terms and all applicable laws.

2. Service Description

R S G Soluções em Negócios Ltda provides an AI-powered customer support automation platform that includes:

  • 24/7 automated ticket processing using advanced AI technology
  • AI training based on your company's FAQ and knowledge base
  • Pay-per-result billing system ($0.30-$1.65 per resolved ticket)
  • Comprehensive dashboard for management and performance metrics
  • Chat widget for seamless website integration
  • WhatsApp Business API integration for customer communication
  • Multi-language support (Portuguese, Spanish, English)
  • Integration capabilities with Zendesk, Intercom, and other platforms
  • Real-time analytics and reporting tools
  • Escalation management for complex issues

3. Account Registration and Eligibility

To use our services, you must:

  • Be at least 18 years old and represent a legitimate business entity
  • Provide accurate, current, and complete information during registration
  • Maintain the security of your account credentials
  • Promptly notify us of any security breaches or unauthorized access
  • Accept full responsibility for all activities under your account
  • Comply with all applicable laws and regulations in your jurisdiction

4. License and Acceptable Use

We grant you a limited, non-exclusive, revocable license to use our platform exclusively for legitimate commercial purposes of your business. You may not:

  • Reproduce, modify, or distribute our software or proprietary content
  • Reverse engineer or attempt to access source code
  • Use the platform for illegal, harmful, or fraudulent activities
  • Overload our systems with abusive usage patterns
  • Resell, sublicense, or redistribute our services without authorization
  • Remove copyright, trademark, or proprietary notices
  • Use our services to compete directly with our business
  • Attempt to circumvent security measures or access controls
  • Upload malicious content, viruses, or harmful code
  • Violate any third-party rights or applicable laws

5. Customer Obligations and Responsibilities

As a customer, you agree to:

  • Provide accurate information: FAQ and company data must be truthful and current
  • Responsible use: Not use the platform for spam, offensive, or illegal content
  • Timely payment: Pay invoices according to processed tickets
  • Security maintenance: Keep your access credentials secure and confidential
  • Legal compliance: Comply with all applicable laws when using our services
  • Data quality: Ensure uploaded content is appropriate and legally compliant
  • Customer notification: Inform customers about AI-powered support where required
  • Integration responsibility: Properly implement and maintain widget integration

6. Pricing, Billing, and Payment Terms

Our results-based pricing model includes:

  • Per-ticket fee: $0.30-$1.65 for each support ticket successfully resolved by AI
  • No monthly fees: You pay only for actual results achieved
  • Free trial credits: $15 in free credits for new users to test the platform
  • Monthly billing: Charges based on previous month's usage
  • Payment terms: Net 30 days from invoice date
  • Late fees: 1% monthly interest on overdue amounts
  • Currency: USD for international clients, BRL for Brazilian clients
  • Tax compliance: Applicable taxes added per local regulations
  • Refund policy: Refunds considered on case-by-case basis for service failures

7. Service Availability and Support

We strive to maintain 24/7 service availability, but we do not guarantee 100% uptime. We provide:

  • Target uptime: 99.9% availability excluding scheduled maintenance
  • Maintenance windows: Scheduled maintenance with advance notice
  • Service credits: Proportional credits for unplanned downtime exceeding 4 hours
  • Technical support: Email and chat support during business hours
  • Documentation: Comprehensive guides and API documentation
  • Status updates: Real-time service status at status.getlash.ai

8. Intellectual Property Rights

R S G Soluções em Negócios Ltda owns all rights to the platform, including:

  • Source code, algorithms, and proprietary technology
  • Lash trademark and brand assets
  • Platform user interface and design elements
  • Documentation, training materials, and content
  • AI models and machine learning improvements

Your data and content remain your property, but you grant us license to process them according to our Privacy Policy and these Terms. We may use anonymized, aggregated data to improve our services.

9. Data Protection and Privacy

We process your data according to our Privacy Policy and Brazilian data protection laws (LGPD):

  • Zero data retention policy for customer conversations
  • SOC2 Type II compliance standards
  • End-to-end encryption for data transmission
  • Strict access controls and security monitoring
  • Regular security audits and penetration testing
  • LGPD-compliant data processing procedures
  • Secure data centers with enterprise-grade protection

10. Limitation of Liability and Disclaimers

R S G Soluções em Negócios Ltda's liability is limited as follows:

  • Services provided "as is" without warranties of any kind
  • No liability for indirect, consequential, or special damages
  • No responsibility for AI response accuracy or business impact
  • No liability for third-party service failures or data loss
  • No guarantee of specific business outcomes or cost savings
  • Total liability limited to amounts paid in the last 12 months
  • Force majeure events exclude liability (natural disasters, cyber attacks, etc.)

11. Termination and Account Suspension

Either party may terminate this agreement:

  • By customer: Cancel account anytime with 30 days notice
  • By company: Terminate for cause with 30 days notice
  • Immediate termination: For material breach, illegal use, or non-payment
  • Data export: 60 days to export your data before deletion
  • Prorated billing: Final charges based on actual usage
  • Survival clauses: Intellectual property, confidentiality, and liability limitations survive termination

12. Confidentiality and Non-Disclosure

Both parties commit to maintaining confidentiality of sensitive business information exchanged. Your customer data is processed according to our Privacy Policy and will not be shared with third parties without authorization, except as required by law.

13. Compliance and Regulatory Requirements

Our platform complies with:

  • Brazilian General Data Protection Law (LGPD)
  • Brazilian Civil Rights Framework for the Internet
  • SOC2 Type II security standards
  • International data transfer regulations
  • Payment Card Industry (PCI) compliance through processors
  • WhatsApp Business API terms and conditions
  • Applicable tax and financial regulations

14. Dispute Resolution and Governing Law

These Terms are governed by Brazilian law. Dispute resolution process:

  • Good faith negotiation: 30 days to resolve disputes amicably
  • Mediation: Voluntary mediation through Brazilian commerce chambers
  • Jurisdiction: Courts of São Paulo, SP, Brazil have exclusive jurisdiction
  • Language: Legal proceedings conducted in Portuguese
  • Applicable law: Brazilian federal law and São Paulo state law

15. Modifications and Updates

R S G Soluções em Negócios Ltda may modify these Terms with:

  • 30 days advance notice via email for material changes
  • Immediate effect for minor clarifications or legal requirements
  • Right to terminate if you disagree with material changes
  • Continued use constitutes acceptance of new terms
  • Version history available upon request

16. General Provisions

Additional terms:

  • Severability: Invalid clauses don't affect remaining terms
  • Entire agreement: These Terms supersede all previous agreements
  • Assignment: We may assign rights; you may not without consent
  • Waiver: Failure to enforce rights doesn't constitute waiver
  • Force majeure: Delays due to circumstances beyond reasonable control
  • Export compliance: Services subject to Brazilian export laws

17. Contact Information

For questions about these Terms, contact:

Business Hours: Monday to Friday, 9:00 AM to 6:00 PM (GMT-3, São Paulo time)

By using our services, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service. If you do not agree to these terms, please discontinue use of our platform immediately.