Terms of Service

1. Who we are and what we offer

GovTools is a Brazilian technology company that develops and operates GovTools HUB, a Software as a Service (SaaS) platform designed exclusively for public administration agencies. The HUB is a management tool that centralizes citizen service via WhatsApp, process automation, and public service communications.

GovTools operates as a technology provider. The government agencies that contract our services are responsible for the content of communications made through the platform and for decisions about which personal data is processed and for what purposes.

2. Acceptance of terms

By accessing and using GovTools HUB, you fully agree to these Terms of Service. Platform access is intended exclusively for public servants, agents, and authorized collaborators of contracting government agencies. If you do not agree with any of the terms described herein, do not use the platform.

3. Operating model and Meta integration

GovTools HUB uses the WhatsApp Business API to enable communication between government agencies and citizens. The integration operates under two models, depending on the contracting agency's structure:

• Agency's own account: when the government agency has its own Meta Business Suite account, GovTools connects as an authorized technology provider, managing the technical integration under formal authorization from the agency
• GovTools-managed account: when the government agency does not have a Meta Business Suite account, GovTools registers and manages the WhatsApp phone number under its own Meta Business account, operating exclusively on behalf of and under contractual authorization from the government agency

In both scenarios, the relationship between GovTools and the government agency is formalized by a contract that establishes the authorization for phone number operation, each party's responsibilities, and the conditions of use. GovTools does not operate any WhatsApp number without a valid contractual authorization from a government agency.

Number portability: the contracting government agency is the rightful owner of the phone number and may request its migration to another Meta Business account at any time, whether to the agency's own account or to another technology provider. GovTools commits to completing the number transfer within the necessary operational timeframe, without restrictions or penalties, upon formal request from the agency.

4. Service features

GovTools HUB provides the following features to contracting agencies:

• Citizen service via WhatsApp, with service queues and conversation management
• Creation and management of message templates, submitted for Meta approval
• Delivery of public utility notifications and communications to citizens
• Plugin marketplace to extend platform capabilities
• Knowledge base with artificial intelligence for automated citizen service
• Dashboards, reports, and public service performance indicators
• Multi-tenant management with complete data isolation between agencies

5. Prohibition of marketing messages and political use

GovTools HUB is a platform designed exclusively for citizen service and public service communications. It is expressly prohibited to use the platform for:

• Sending marketing messages, advertisements, or commercial promotions of any kind
• Sending messages with political, partisan, or electoral content
• Sending spam or bulk messages unrelated to public service delivery
• Sending unlawful, abusive, discriminatory, or rights-violating content
• Any communication that violates Meta's Messaging Policies or the WhatsApp Business API Terms of Use

Messages sent through the HUB must be limited to public utility communications: protocol notifications, appointment scheduling, alerts, responses to citizen requests, and public service information.

All message templates created by government agencies undergo an internal review by GovTools before being submitted for Meta's approval. GovTools reviews the content of each template to ensure it does not contain marketing language, commercial advertising, political or partisan content, electoral messaging, or any communication outside the scope of public service. Templates that do not meet these criteria are rejected internally, before being sent to Meta. GovTools reserves the right to immediately suspend access for any agency that attempts to circumvent this review process or violates this policy.

6. Registration, accounts, and responsibilities

HUB access is granted upon contracting by the government agency and account creation by an authorized administrator. Each user receives specific permissions according to their profile on the platform. The contracting agency is responsible for:

• Ensuring that only authorized individuals have access to the platform
• Maintaining the confidentiality of user access credentials
• Ensuring that all message content complies with applicable legislation and Meta's policies
• Obtaining necessary citizen consent for message delivery, when required by law
• Ensuring the platform is not used for marketing or promotional purposes

7. Compliance with Meta's policies

The use of GovTools HUB is subject to Meta's policies for the WhatsApp Business API, including but not limited to:

• 24-hour service window rules for free-form messages
• Mandatory prior approval of message templates by Meta
• Correct template categorization (utility, authentication)
• Respect for opt-outs and citizen blocking requests
• Prohibition of content that violates Meta's Commerce and Messaging Policies

GovTools is not responsible for template rejections, account restrictions, or blocks applied by Meta as a result of violations committed by the contracting agency.

8. Intellectual property

The software, interface, design, text, and all components of GovTools HUB are the property of GovTools or its licensors, protected by intellectual property laws. Data and content entered by government agencies remain the property of the respective agencies. Reproduction, distribution, or reverse engineering of any part of the platform without prior written authorization is prohibited.

9. Privacy and data protection

Personal data processing in the HUB is governed by our Privacy Policy, which is an integral part of these Terms of Service. The HUB operates in compliance with Brazil's General Data Protection Law (LGPD — Law No. 13,709/2018). GovTools acts as a data processor on behalf of the contracting government agencies (data controllers).

10. Service availability

GovTools strives to keep the HUB continuously available. However, we do not guarantee uninterrupted availability, as there may be interruptions for maintenance, updates, or reasons beyond our control, including unavailability of Meta/WhatsApp services. Administrators of contracting agencies will be notified in advance whenever possible.

11. Limitation of liability

GovTools shall not be liable for indirect, incidental, or consequential damages arising from the use of the platform, including: message delivery failures due to Meta/WhatsApp restrictions or unavailability; account blocks applied by Meta for agency violations; message content sent by agency operators; or interruptions caused by third-party services, except as provided by law.

12. Suspension and termination

GovTools reserves the right to suspend or terminate access for any agency or user that violates these Terms of Service, particularly the prohibition of marketing messages and Meta's usage policies. In case of contract termination, data will be handled in accordance with the Privacy Policy, the existing contract, and applicable legislation.

13. Changes to these terms

These Terms of Service may be updated periodically. Significant changes will be communicated to the administrators of contracting agencies through the HUB dashboard. Continued use of the platform after changes constitutes acceptance of the new terms.

14. Applicable law

These Terms of Service are governed by the laws of the Federative Republic of Brazil, including the General Data Protection Law (LGPD — Law No. 13,709/2018), the Brazilian Internet Civil Framework (Law No. 12,965/2014), and other applicable legislation. Any disputes shall be resolved in the jurisdiction of GovTools' headquarters, except as otherwise required by law.

15. Contact

For questions about these Terms of Service, please contact us:

• Email: contato@govtools.app
• Website: govtools.app