Ancillary document to the Terms of Use, incorporated therein by reference.

This Policy applies to all communications sent through the eAgenda platform, operated by MUPI SYSTEMS LTDA. (the “LICENSOR”), and is divided into two parts: Part I covers the messages the LICENSOR sends to CUSTOMERS; Part II sets out the acceptable-use rules for the messages that CUSTOMERS send to their own clients (END USERS) through the PLATFORM. Capitalized terms have the meaning defined in the Terms of Use.

PART I — COMMUNICATIONS FROM THE LICENSOR TO CUSTOMERS

1. Our commitment

We do not send spam and we do not tolerate spam. We process personal data in accordance with Brazilian Law No. 13,709/2018 (LGPD) and with our Privacy Policy, and we send only the communications described in this Policy.

2. Transactional and service messages (non-cancelable)

These are messages inherent to the provision of the service, sent on the basis of performance of the contract and compliance with legal and contractual obligations, and which therefore are not subject to unsubscribe while the ACCOUNT exists:

password recovery and ACCOUNT security alerts;
billing, payment, suspension, and reactivation information;
advance notices of access suspension, data deletion, and termination, under clauses 6 and 11 of the Terms of Use;
changes to the Terms of Use and to this Policy, under clause 19 of the Terms of Use;
operational alerts: usage limits, plan expiration, incidents, and relevant maintenance.

The email registered on the ACCOUNT is the official channel for these communications. Keeping it valid and up to date is the CUSTOMER’s responsibility (clause 3 of the Terms of Use).

3. Informational and marketing messages (free opt-out)

Product news, usage tips, educational content, surveys, and offers are sent on the basis of legitimate interest or consent, and may be canceled at any time:

via the unsubscribe link in the footer of every email in this category; or
via the ACCOUNT’s communication preferences; or
by request to contato@mupisystems.com.br.

Unsubscribing from this category does not affect the transactional messages in section 2.

4. Complaints

Complaints about the LICENSOR’s communications may be sent to contato@mupisystems.com.br or through the form on our contact page. We will respond within 5 (five) business days.

PART II — ACCEPTABLE USE: MESSAGES FROM CUSTOMERS TO THEIR CLIENTS

The PLATFORM allows sending appointment confirmations, reminders, and notices to END USERS, by email and other enabled channels (such as WhatsApp). In these messages, the CUSTOMER acts as controller of the personal data and the LICENSOR as processor (clause 17.2 of the Terms of Use). The rules below protect recipients and the sending infrastructure shared by all clients of the PLATFORM.

5. Legitimate recipients

The CUSTOMER may only send messages through the PLATFORM to persons with whom it maintains a legitimate scheduling or service relationship, or from whom it holds demonstrable consent for the communication. It is expressly prohibited to:

import or use contact lists that are purchased, rented, scraped from the internet, or obtained from third parties without consent;
send messages to recipients who have requested that communications stop;
register the contact data of third parties unrelated to the CUSTOMER’s activity.

6. Content and purpose

Messages sent through the PLATFORM must be tied to its purpose: confirmation, reminder, rescheduling, cancellation, and operational notices related to the CUSTOMER’s services. In any message, it is prohibited to:

include unlawful, misleading, defamatory, or discriminatory content, or content that infringes third-party rights;
forge or conceal the sender’s identity, or mislead the recipient as to the origin of the message;
use the notification channels for mass distribution unrelated to the scheduling relationship, except through a dedicated campaigns feature, where available, and subject to that feature’s specific rules (including prior consent and an unsubscribe option).

7. The CUSTOMER’s responsibilities as controller

The CUSTOMER is responsible for: (a) ensuring a valid legal basis for each communication; (b) handling unsubscribe requests and the data-subject rights (art. 18 of the LGPD) exercised by its clients; (c) keeping its records up to date, removing invalid contacts or those who have objected to communications. The LICENSOR provides the technical mechanisms for these purposes but is not responsible for the content or the legal basis of the CUSTOMER’s messages (clause 14.3 of the Terms of Use).

8. Protection of the sending infrastructure

To preserve the deliverability of messages for all clients of the PLATFORM — including in view of the requirements of providers such as Gmail, Yahoo, and Meta (sender authentication, complaint-rate limits, one-click unsubscribe) — the LICENSOR may:

monitor aggregate sending indicators (rejection, bounce, and complaint rates), without accessing content beyond what is necessary for operation;
apply technical volume and frequency limits, whether general or per ACCOUNT;
immediately suspend the messaging feature of an ACCOUNT that shows signs of abuse or indicators incompatible with providers’ standards, with notice to the CUSTOMER;
block specific messages or senders when necessary to contain an ongoing incident.

9. Breach

A violation of this Policy constitutes a breach of the Terms of Use, subjecting the CUSTOMER, according to the severity and recurrence, to: (a) suspension of the messaging feature (section 8); (b) suspension of the ACCOUNT; and (c) termination for cause, under clause 11.3 of the Terms of Use. The CUSTOMER shall further be liable for damages caused to the LICENSOR or to third parties as a result of the abuse, including the costs of remediating sending reputation and penalties imposed by providers or authorities.

10. Reporting spam received via eAgenda

Anyone who receives an improper message sent through the PLATFORM — whether an END USER or any third party — may report it to contato@mupisystems.com.br, preferably with the original message attached. We will investigate every report and take the measures in sections 8 and 9 where applicable.

11. Changes to this Policy

This Policy may be updated under the regime of clause 19 of the Terms of Use: publication on this page with a version history and, for changes that create new burdens on the CUSTOMER, notice by email at least 30 (thirty) days in advance.