Legal documentation

Terms of Service

Version 1.0

Last updated: June 16, 2026

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This English version is provided for convenience. In case of discrepancy, the Spanish version shall prevail.

1. Identification of UNIRA SAS

These Terms of Service (“Terms”) govern access to and use of the services offered by UNIRA SAS, identified with NIT 902.056.355, with its main operation in Medellín, Colombia (“UNIRA SAS”, “we” or “our”).

For communications related to these Terms, support or legal matters, you may write to contact.unira@gmail.com.

2. Acceptance of the Terms

By accessing, contracting, using, configuring or receiving any of the services of UNIRA SAS, the customer accepts these Terms, together with the Privacy Policy, commercial proposals, service orders, contracts, annexes, service level agreements, data processing agreements or other applicable written documents.

If a specific proposal, contract or agreement signed by UNIRA SAS and the customer contradicts these Terms, the specific agreement shall prevail with respect to the conflicting matter. These Terms apply generally to the framework for the provision of services by UNIRA SAS.

3. B2B nature of the services

UNIRA SAS services are mainly directed at business customers, businesses, ventures, internal teams and administrative users authorized by the customer. UNIRA SAS does not offer its services as a mass consumer application for end users.

When end users interact with systems, agents or automations operated by UNIRA SAS on behalf of a B2B customer, such customer is responsible for its relationship with those end users, privacy notices, authorizations, consents, commercial terms and legal compliance applicable to its activity.

4. General description of the services

UNIRA SAS may offer, among others, the following services:

  • UNIRA SAS CRM and monthly-fee modules, including management of prospects, customers, tasks, calendar, documents, finance, comparators, operational tools and vertical modules.
  • WhatsApp AI Agents and conversational automation on Meta WhatsApp Business Platform, Cloud API, Embedded Signup, webhooks, n8n, UNIRA SAS CRM, artificial intelligence models and knowledge sources.
  • Automations, n8n flows, API integrations, data extraction and transformation, document processing, artificial intelligence agents or assistants and connectors between systems.
  • Software development for third parties, dashboards, internal applications, portals, customizations, integrations, CRM extensions, maintenance, hosting, monitoring, support and technical operation.

UNIRA SAS is not obliged to provide all of the above services to all customers. The specific scope shall depend on the proposal, contract, module, plan or configuration agreed with each customer.

5. Accounts, users and access

Some services may require administrative users, credentials, roles, permissions, access profiles or accounts within app.unira.tech or other enabled interfaces. The customer is responsible for determining which people on its team may access, what permissions they have and what actions they perform within the platform.

The customer must maintain the confidentiality of its credentials, accesses, devices, accounts, tokens, WhatsApp numbers, WABA, Business Manager and other connected resources. UNIRA SAS shall not be liable for unauthorized access caused by the customer's negligence, errors, disclosure of credentials or poor administration.

6. WhatsApp Business Platform, Meta and third parties

WhatsApp AI Agents services may depend on Meta WhatsApp Business Platform, Cloud API, Embedded Signup, WhatsApp Business Accounts, WhatsApp numbers, webhooks, cloud providers, artificial intelligence providers, n8n, email, third-party APIs and other external services.

The customer acknowledges that such third-party services have their own terms, policies, restrictions, prices, availability, reviews, approvals, technical limits, security requirements and rules of use. UNIRA SAS does not control or guarantee the uninterrupted operation, approval, continuity, price changes, policy changes or availability of those third parties.

The WABA, WhatsApp number or Meta account may belong to the customer, UNIRA SAS or an authorized third party, depending on the agreed configuration. In most cases, UNIRA SAS will technically operate the solution and the customer will pay UNIRA SAS a unified invoice that may include service, operation, maintenance, API costs, WhatsApp, artificial intelligence, hosting or other applicable charges.

7. Consent, opt-in and WhatsApp communications

The customer is responsible for obtaining, documenting and retaining the authorizations, consents, permissions, opt-ins, privacy notices and other legal bases necessary to contact its end users by WhatsApp, email, calls, messages, automations or any other channel.

The customer must comply with Meta policies, WhatsApp policies, data protection rules, electronic commerce, consumer, advertising, commercial message rules and other regulation applicable to its activity. The customer must respect unsubscribe, blocking, stop, opt-out or deletion requests submitted by end users.

UNIRA SAS may suspend, limit or terminate services, agents, campaigns, automations or integrations if it detects or suspects spam, abuse, lack of consent, breach of Meta/WhatsApp policies, prohibited use, reputational risk, legal risk or harm to third parties.

8. End-user validation and service windows

In certain cases, such as agents for lodging, bookings or customer service, the end user's access to the agent may be limited through business rules, authorized numbers, active bookings, temporary service windows, validations provided by the customer, contact lists or technical rules configured in n8n, UNIRA CRM or other systems.

The customer is responsible for providing correct, updated and legally obtained data for such validations. UNIRA SAS may implement reasonable validation mechanisms, but does not guarantee that all improper access, identification errors or unauthorized use will be prevented in all cases.

9. Artificial intelligence and agent limitations

UNIRA SAS services may use artificial intelligence models to generate, classify, summarize, analyze or assist responses and automations. Agents may operate automatically or semi-automatically depending on the agreed scope.

The customer acknowledges that artificial intelligence systems may make mistakes, omit information, generate inaccurate responses, misinterpret instructions, fail to understand sufficient context or produce results that are not appropriate for a specific situation.

UNIRA SAS services and its artificial intelligence agents must not be used for emergencies, critical medical care, critical legal advice, financial, credit, insurance, employment or high-impact decisions, personal safety, situations of physical risk, or any scenario where an incorrect response may cause serious material, economic, legal, reputational or personal harm.

The customer must review, test and approve the final configuration, knowledge sources, instructions, escalation rules and behavior of the agent before its release to production and during its operation when necessary.

10. Acceptable use

The customer may not use UNIRA SAS services to:

  • Send spam, unsolicited messages, communications without authorization, phishing, fraud, impersonation or misleading content.
  • Process sensitive data, data of minors, medical, biometric, regulated financial, critical legal information, identity documents, passwords or credentials unless there is a legitimate need, applicable authorization and specific agreement with UNIRA SAS.
  • Offer or facilitate services prohibited by Meta/WhatsApp policies or by applicable law, including weapons, illegal gambling, adult content, prohibited substances, unlawful activities, hate speech, harassment, exploitation, fraud or content that infringes third-party rights.
  • Use agents or automations for emergencies, critical decisions, regulated services or high-impact scenarios without a specific legal and operational framework approved in writing by UNIRA SAS.
  • Attempt to breach, scan, copy, decompile, interfere with, overload, resell without authorization, exploit or improperly access systems, data, credentials, APIs, infrastructure, software or documentation of UNIRA SAS or third parties.

11. Customer responsibilities

The customer is responsible for:

  • The legality, accuracy, sufficiency and updating of the data, instructions, content, knowledge bases, approved prompts, business rules and materials it provides to UNIRA SAS.
  • Obtaining the necessary authorizations, consents, opt-ins, notices and permissions from its end users, employees, customers, leads, guests, suppliers and third parties.
  • Complying with Meta/WhatsApp policies, third-party terms, data protection, consumer, advertising, electronic commerce, intellectual property laws and other rules applicable to its industry.
  • Reviewing the operation of the service, reporting errors in a timely manner, validating configurations and not using the service for unauthorized, illegal, sensitive or high-risk purposes.
  • Responding to its end users for the commercial relationship, promises, bookings, service, claims, changes, cancellations, products, services, prices, compliance and support of its own business.

12. Support and availability

Unless otherwise agreed in writing, UNIRA SAS shall provide support during the following hours:

  • Monday to Friday: 7:00 a.m. to 7:00 p.m., Colombia time.
  • Saturdays: 8:00 a.m. to 2:00 p.m., Colombia time.
  • Sundays and holidays in Colombia: not included.

The target response time shall be up to three (3) business hours within support hours. Requests received outside business hours shall be addressed within the first three (3) business hours of the next support period.

UNIRA SAS shall make commercially reasonable efforts to keep the services available and operational, but does not guarantee uninterrupted, error-free, permanent or degradation-free availability. Any specific SLA must be agreed in a separate written agreement.

13. Billing, payments and late payment

UNIRA SAS services may include setup, implementation, configuration, activation, customization, development, support, maintenance, operation, hosting, API usage, WhatsApp, artificial intelligence, storage, modules, users or other charges according to the applicable commercial proposal.

Unless otherwise agreed in writing, the setup fee or initial payment is paid in advance and is non-refundable. Monthly fees are billed in arrears or as agreed in the proposal. UNIRA SAS may issue a unified monthly invoice that includes its own services and costs associated with third parties.

Prices may be adjusted due to renegotiation, new modules, higher volume, scope changes, third-party costs, CPI, inflation, taxes, operational changes or conditions agreed with the customer. Amounts invoiced may include applicable taxes, electronic invoicing and third-party charges when applicable.

In the event of late payment, UNIRA SAS may suspend the service after seven (7) calendar days of payment delay. If the delay exceeds thirty (30) calendar days, UNIRA SAS may terminate, deactivate or permanently restrict the service, without prejudice to collection of outstanding balances. Unless otherwise agreed in writing, there shall be no refunds for payments made, setup fees, implementation, services already provided or third-party costs.

14. Customer data and privacy

The customer retains ownership of its data, brands, content, documents, end-user data, operational information and materials it provides to UNIRA SAS, which shall process such data in accordance with the Privacy Policy, reasonable instructions from the customer, the contracted scope and applicable law.

UNIRA SAS may access customer data when necessary to provide support, operate services, debug errors, monitor security, execute automations, configure agents, prevent abuse, comply with legal obligations or protect the integrity of the service.

UNIRA SAS shall not sell personal data of the customer or its end users. UNIRA SAS shall not use customer data to train its own or third-party general models, unless expressly authorized by the customer or unless adequate anonymization/aggregation prevents identification of the customer or its end users.

15. Intellectual property

UNIRA SAS retains all rights over its software, CRM, code, workflows, connectors, automations, templates, architecture, processes, documentation, methodology, know-how, reusable base prompts, technical designs, integrations, components, internal tools and general improvements.

Unless otherwise agreed in writing, the customer receives a limited, revocable, non-exclusive, non-transferable license, conditioned on payment, to use the services, modules, agents, automations or developments of UNIRA SAS during the term of the contracted service.

In custom development projects, any assignment of intellectual property to the customer must be expressly agreed in writing. If there is no express assignment agreement, it shall be understood that UNIRA SAS retains ownership of the components, code, templates, libraries, methodology and reusable elements, and the customer receives a license to use them according to the contracted scope.

UNIRA SAS may reuse general learnings, knowledge, ideas, non-confidential components, templates, processes and technical improvements, provided that it does not reveal confidential customer information or identifiable personal data.

16. Custom development and special projects

Custom development projects, special implementations, complex integrations, maintenance, technical operation, hosting, monitoring or one-time services may be subject to proposals, statements of work, contracts or specific conditions.

The scope, deliverables, deadlines, payments, reviews, changes, support, intellectual property and acceptance criteria of each project must be defined in the corresponding proposal or contract. In the event of conflict, the specific written agreement shall prevail over these Terms.

17. Confidentiality

Each party must protect the other party's confidential information with a reasonable level of care. Confidential information includes, among others, customer data, end-user data, prompts, knowledge bases, workflows, credentials, technical documentation, prices, configurations, integrations, commercial strategies, proposals, architecture, financial information, information marked as confidential or information that should reasonably be understood as confidential due to its nature.

The confidentiality obligation shall not apply to information that is public without fault of the receiving party, was legitimately known before receiving it, is received from a third party without restriction, is independently developed or must be disclosed by legal order or competent authority. Confidentiality obligations shall survive termination of the contractual relationship.

18. Suspension and termination of the contractual relationship and/or services

UNIRA SAS may suspend or restrict services when there is late payment, security risk, abuse, misuse, breach of these Terms, breach of third-party policies, lack of consent, request from a competent authority, legal or reputational risk, impact on infrastructure or use that may harm UNIRA SAS, customers, end users or third parties.

Either party may terminate the relationship in accordance with the applicable proposal, contract or commercial conditions. Termination does not release the customer from paying outstanding balances, incurred costs, services provided or third-party charges already incurred.

19. Exclusions and disclaimers

The services are provided “as is” and “as available”, except for express warranties agreed in writing. UNIRA SAS does not guarantee that the services will be uninterrupted, error-free, immune to attacks, permanently available, compatible with all systems, approved by third parties or suitable for all customer purposes.

UNIRA SAS does not guarantee specific commercial results, sales, leads, bookings, conversions, revenue, response times from end users, delivery of all messages, approval of templates, continuity of WhatsApp, Meta, artificial intelligence providers, APIs, cloud services or third parties.

UNIRA SAS is not responsible for the customer's own decisions, promises, content, data, authorizations, instructions, products, services, prices, bookings, claims, support or compliance with respect to its end users.

20. Limitation of liability

To the fullest extent permitted by applicable law, UNIRA SAS shall not be liable for indirect, incidental, special, punitive damages, lost profits, loss of revenue, loss of data, reputational loss, business interruption, loss of opportunities or claims arising from third parties, except in cases of duly proven willful misconduct or gross negligence.

To the fullest extent permitted by applicable law, the total accumulated liability of UNIRA SAS to the customer for any claim related to the services shall not exceed the amount effectively paid by the customer to UNIRA SAS for the specific service that gave rise to the claim during the three (3) months prior to the event that originated the claim, unless a specific written agreement establishes a different limit or applicable law provides otherwise.

21. Indemnity

The customer shall hold UNIRA SAS harmless from claims, damages, sanctions, costs, expenses, losses or liabilities arising from: data, content or instructions provided by the customer; lack of authorization or opt-in; breach of laws or Meta/WhatsApp policies; prohibited use of the service; the customer's relationship with its end users; infringement of third-party rights; or misuse of accounts, credentials, numbers, APIs, automations or agents.

22. Changes to the services and to these Terms

UNIRA SAS may modify, improve, suspend, replace or discontinue functionalities, providers, integrations, artificial intelligence models, infrastructure or services for technical, commercial, regulatory, security, availability or strategic reasons. UNIRA SAS may update these Terms and shall publish the current version on its website.

When a change is material, UNIRA SAS shall seek to communicate it through reasonable means. Continued use of the services after the changes become effective implies acceptance of the updated version, unless the law or a specific contract requires another mechanism.

23. Applicable law and jurisdiction

These Terms are governed by the laws of the Republic of Colombia. Unless otherwise agreed in writing, any dispute related to these Terms or the services shall be submitted to the competent judges of Medellín, Colombia.

24. Contact

For questions about these Terms, support, privacy, personal data or legal matters, the customer may contact UNIRA SAS at contact.unira@gmail.com.

Last updated: June 16, 2026.