Terms of Service

GENERAL TERMS OF SUBSCRIPTION AND TERMS OF USE

Version: 20260915. Source updated: September 15, 2026.

By this instrument, Nvoip Plataforma de Comunicação Ltda, headquartered at Av. Barão do Rio Branco 5129, suites 201 and 202, Alto dos Passos, postal code 36026-500, Juiz de Fora, Minas Gerais, Brazil, registered under CNPJ No. 30.910.196/0001-12 and State Registration No. 0032301880028, hereinafter referred to as NVOIP or the PROVIDER, sets out the general conditions and terms of use governing its services, considering that the CUSTOMER wishes to purchase the PROVIDER’s services after becoming acquainted with their technical, managerial and legal details.

By giving Digital Acceptance, the CUSTOMER expressly accepts the following General Terms of Subscription and Terms of Use, without reservations or qualifications, which may only be waived by an express written agreement.

1. DEFINITIONS

For the purposes of these General Terms of Subscription and Terms of Use, the following words and expressions have the meanings set out below:

Digital Acceptance: the act by which the CUSTOMER expressly agrees to all these General Terms of Subscription and Terms of Use, without reservations or qualifications, by registering on the Nvoip Platform, confirming information, clicking or checking an acceptance option, purchasing, renewing, paying, topping up or adding credits, accessing, using or continuing to use the Nvoip Platform or its services, including after an update to these Terms has been made available or communicated.

Authorized Agent: an individual or legal entity that promotes the Nvoip brand, brings New Customers to Nvoip and receives credits that may be converted into new products or money.

Anatel: Brazil’s National Telecommunications Agency.

API: Application Programming Interface, a set of instructions enabling integration between two systems.

Coverage Area: locations where the PROVIDER offers its Virtual Number service.

BINA: caller identification and identification of the origin of calls.

Call Channels: the number of simultaneous calls the CUSTOMER is permitted to make and/or receive.

Chargeback: a reversal made by the card issuer at the cardholder’s request because the cardholder does not recognize the purchase.

Click to Call: a web application enabling the CUSTOMER to provide a free communication channel through its website.

CUSTOMER: the person who registers on the Nvoip Platform using a personal or business email address, whose IP address is recorded by the PROVIDER.

Cloud Computing: computing in the cloud.

Codec: technology used to convert voice into data and vice versa.

CCM: average monthly consumption, comprising subscription and activation payments and usage of features such as calls, SMS and WhatsApp. It is used mainly to calculate reseller and affiliate Tiers.

Account: the email address and number identifying the CUSTOMER on the Nvoip Platform.

Inactive Account: an Account with no call records or access to the Nvoip Platform for six months.

PROVIDER: Nvoip Plataforma de Comunicação Ltda, headquartered in Juiz de Fora, Minas Gerais, at Av. Barão do Rio Branco 5129, suites 201 and 202, Alto dos Passos, postal code 36026-500, registered under CNPJ No. 30.910.196/0001-12 and State Registration No. 003230188.00-28, represented in accordance with its articles of association.

SIP Account and Password: numbering used to connect to NVOIP’s telecommunications servers through third-party applications or hardware, including PBX systems, apps and IP phones, or through the PROVIDER’s applications.

Agreement: these General Terms of Subscription and Terms of Use entered into by the PROVIDER and the CUSTOMER.

Credits: an amount in Brazilian reais (R$) purchased by the CUSTOMER through advance payment for use of the PROVIDER’s services.

Allowance Cycle: the monthly period for using a Voice Allowance, beginning upon purchase and renewing on the same date and time each month, at the end of which unused minutes expire.

Overage: call usage exceeding the minutes available in a Voice Allowance or the applicable limits, charged at the Normal Rate or blocked, according to the CUSTOMER’s chosen settings.

Voice Allowance: a package of minutes for outbound calls, associated with users or extensions, or for inbound calls, associated with National Numbers (0800 or 4003), purchased as a Monthly Allowance (recurring, with monthly renewal), a One-off Allowance (one payment, with a specified validity period), or an Unlimited Allowance (individual, per person, subject to the Fair Use Policy), according to the current catalog and clause 3.11.

Fair Use Policy: the rules, limits and parameters in clause 3.11 that ensure Voice Allowances, especially Unlimited Allowances, are used according to the purchased arrangement, without bulk or automated use, sharing beyond permitted limits, abuse or use inconsistent with their purpose. An Unlimited Allowance is for individual use by one person.

Minute Reservation: the portion of Voice Allowance minutes provisionally allocated to calls in progress, deducted from the available balance displayed and adjusted when each call ends.

Normal Rate: the current inbound or outbound call rate for the CUSTOMER’s plan on the Nvoip Platform, applicable to calls not covered by a Voice Allowance and to Overage.

DID: a local, 4003 or 0800 virtual telephone number, subject to coverage, enabling the CUSTOMER to receive calls.

Inactivity: the absence of login, access to or use of the Platform, the absence of calls made or received by the CUSTOMER, or nonpayment.

Interconnection: the connection of functionally compatible telecommunications networks, enabling users of one network to communicate with users of another or access services available on it.

IP: the Internet Protocol address assigned to each computer to identify it on a network.

GDPR: the European Union’s General Data Protection Regulation, when applicable to the services provided.

KYC: verification of customer or user registration information in accordance with legal, regulatory, security or fraud-prevention requirements.

KYB: verification of registration information for a legal entity, its partners, representatives or beneficiaries in accordance with legal, regulatory, security or fraud-prevention requirements.

LGPD: Brazil’s General Personal Data Protection Law.

Account Currency: the main currency (Brazilian real, US dollar, euro or another available currency) in which the CUSTOMER’s Account displays prices, holds its Balance, purchases services and is billed and rated, as defined at registration or changed by NVOIP under clause 6.13.

National Number: an 0800 or 4003 number used exclusively to receive calls, for which the CUSTOMER may be charged inbound call rates according to the purchased plan.

Virtual Number: a regional landline number, also called DDR, Landline Number or DID. A Virtual Number may be used as caller ID when making calls.

International Virtual Number: a regional landline or mobile number in another country, also called a DID.

Special Number: a number with an easy-to-remember, sequential or repeated prefix or suffix. The PROVIDER alone determines whether a number is a Special Number and informs the CUSTOMER upon purchase.

New Customers: customers whose email address, telephone number, CPF or CNPJ has never been registered in Nvoip’s customer database.

Destination Carrier: the carrier to which a number is being ported or a call is being directed.

Originating Carrier: the carrier from which a number is being ported or through which a call originates.

Partner Carrier: a carrier providing one or more STFC services to the PROVIDER.

Authorization: a document issued by Anatel authorizing a company to provide telecommunications services.

User Plan: a plan for access to the Nvoip Platform that provides features according to the selected plan.

Free Plan: a free plan for use of the Nvoip Platform, subject to usage limits.

Nvoip Platform: the online system centralizing the services offered by the PROVIDER, also called the Nvoip panel, user panel or administrative panel.

Number Portability: the consumer’s ability to change telephone service providers without changing the telephone number.

One-off Top-up: a nonrecurring purchase of Credits in Brazilian reais (R$), previously authorized and prepaid by the CUSTOMER, subject to the PROVIDER’s availability.

Monthly Top-up: a recurring purchase of Credits in Brazilian reais (R$), previously authorized by the CUSTOMER and paid in advance each month, subject to the PROVIDER’s availability.

SaaS: the software-as-a-service distribution model.

Balance: a monetary amount usable for transactional services such as SMS, calls and API usage.

Eligible Balance: a monetary amount usable to pay Platform subscriptions and for transactional features such as sending and receiving SMS, making and receiving calls, API features and sending WhatsApp messages, among others, according to the current price list.

Shared Cost: a number similar to a National Number, but in another country, for which the CUSTOMER may be charged inbound call rates.

SIP: a voice transmission protocol.

SIP Trunk: configuration of voice-over-IP systems enabling the Nvoip Platform’s telecommunications servers to communicate with the CUSTOMER’s telecommunications servers.

Website: the publicly accessible online address describing prices, plans, usage conditions and other features of the Nvoip Platform.

Softphone: software enabling inbound and outbound calls using VoIP technology, installable on computers or mobile devices.

SMS: a service for sending short messages to mobile telephones.

STFC: Brazil’s Switched Fixed Telephone Service.

Inbound Call Rate: the per-minute charge for receiving calls through National Numbers, Toll Free numbers and Shared Cost numbers.

Outbound Call Rate: the per-minute charge for making outbound calls to domestic and international destinations.

International Rate: the per-minute charge for inbound or outbound calls involving landline or mobile telephones outside Brazil.

Domestic Rate: the per-minute charge for inbound or outbound calls involving landline or mobile telephones within Brazil.

Rating: the method for charging call rates in fractions of a minute according to the purchased service.

IP Phone: telephone equipment capable of connecting to the telephone network using VoIP technology.

Tier: a reseller’s level within Nvoip, through which the reseller accesses differentiated price lists for purchasing Nvoip products.

Toll Free: a number similar to a National Number, but in another country, for which the CUSTOMER may be charged inbound call rates.

VoIP: voice transmission over Internet Protocol, enabling the CUSTOMER to communicate with internal and external users by making and receiving calls through SIP-compatible software or hardware.

Webphone: software enabling inbound and outbound VoIP calls through an Internet browser.

CPaaS: the contracting party’s operating model, called Communications Platform as a Service.

WhatsApp API: the official WhatsApp API through which any customer may connect to lawfully use WhatsApp Business features.

Chatbot: a system for interaction through text-based bots.

Voicebot: a system for voice interaction with users, also known as IVR (Interactive Voice Response).

IVR: Interactive Voice Response, also called a Voicebot, a system that interacts with users by voice.

Agent: a user assigned customer-service duties.

Service Channel: the channel through which a customer interacts with a company, which may be Voice, Chat or WhatsApp.

Customer Service Chat: a service channel configured on the CUSTOMER’s website to serve its customers.

Internal Chat: a communication channel through which the CUSTOMER’s users can hold private, collective or group conversations internally.

Metrics: a feature displaying call and chat information in charts and reports, aggregated by period, branch, department, subdepartment and user group.

Contact Us Widget: an extension installable on the CUSTOMER’s website to provide additional communication features.

Browser Extensions: extensions installable in a user’s browser to provide additional features.

Visitor: any person who initiates or receives contact from the CUSTOMER through the Service Channels.

WhatsApp Sessions: the 24-hour period following communication between the CUSTOMER and an individual through WhatsApp Business.

Started Conversation: any conversation initiated between a Visitor and the CUSTOMER.

Business-initiated Conversation: a conversation initiated by the CUSTOMER with a Visitor on WhatsApp Business.

Transactional Service: a service charged per transaction, such as making and receiving calls, sending and receiving SMS or WhatsApp messages, or using the API.

Customer-initiated WhatsApp Sessions: sessions initiated by a Visitor with the CUSTOMER on WhatsApp Business.

Chatbot Sessions: the 24-hour period following communication through a bot with a website Visitor.

Free Chatbot Sessions: the number of free sessions available to the CUSTOMER each month.

Additional Chatbot Sessions: chatbot sessions charged to the CUSTOMER after the Free Chatbot Session limit is exceeded.

AI: Artificial Intelligence.

Speech Analytics: call-to-text transcription and sentiment analysis functionality.

AI Agent: an automated system, whether or not based on artificial intelligence models, capable of interpreting instructions, interacting with users, accessing data, invoking tools, executing workflows, suggesting responses, generating content or performing automated acts within the Nvoip Platform or through external integrations authorized by the CUSTOMER.

Connector: a technical integration, API, credential, webhook, application, extension, tool or other means of connecting the Nvoip Platform to third-party systems, including CRMs, ERPs, databases, calendars, customer-service systems, document repositories, messaging services, AI services and other applications designated or authorized by the CUSTOMER.

Input Data: any data, content, documents, messages, audio, recordings, prompts, instructions, credentials, metadata, service records or other information supplied by the CUSTOMER, its users, Visitors, end customers, resellers or integrated systems for processing by the Nvoip Platform, including through AI, automation or integration features.

MCP (Model Context Protocol): a protocol or technical standard used to connect AI models, agents or features to external tools, data, applications or systems, enabling querying, reading, writing, command execution, automation or other actions according to permissions configured by the CUSTOMER.

Generated Output: a response, suggestion, transcription, classification, analysis, summary, message, script, command, action, routing, assisted decision or other content or result produced wholly or partly by an automated feature, AI, chatbot, voicebot, Speech Analytics, MCP, Connector or integration.

AI Services: Nvoip Platform features using artificial intelligence, machine learning, language models, generative models, speech recognition, voice synthesis, sentiment analysis, classification, summarization, routing, automation, chatbots, voicebots, Speech Analytics or similar technologies.

Atypical or Abusive Use: use inconsistent with the purchased plan, the service’s economic purpose or applicable technical or commercial limits, or which causes risk, cost, degradation, economic imbalance, unavailability, loss, regulatory violations, infringement of third-party rights or misuse, even if no fraud or unlawful conduct is involved.

Bulk Internal Use: recurring, automated, intensive or disproportionate use of SIP accounts, extensions, SIP Trunks, internal calls, extension-to-extension calls, queues, IVRs, voice automations or equivalent resources without proportionate external traffic, without a specific agreement, or for a purpose other than that of the purchased plan.

Remote Concierge and Intercom Services: use of SIP accounts, extensions, SIP Trunks, virtual numbers, PBXs, IP phones, ATAs, IP intercoms, access-control equipment, condominium equipment, monitoring or security systems, building automations or similar applications to communicate, open, control, monitor or manage access points, concierge services, condominiums, businesses, buildings, individual units or controlled environments.

2. SERVICE

2.1. NVOIP offers a communication platform with messaging and telecommunications features as described on the PROVIDER’s Website. NVOIP is authorized by Anatel to provide voice transmission over IP, also called VoIP, in accordance with applicable law and the information on the PROVIDER’s Website.

2.2. The service requested by the CUSTOMER from NVOIP is considered activated and available after digital acceptance of the terms of use upon Platform registration and email confirmation. Certain features may require manual activation by NVOIP. The CUSTOMER may challenge their activation only within seven (7) calendar days after activation.

2.3. Once that period has elapsed without an objection from the CUSTOMER, NVOIP may require payment of any amounts associated with the purchased service or make a refund under clause 11.6 below.

2.4. The availability, activation, maintenance or expansion of certain services, features, routes, numbers, messaging, international calls, SMS, WhatsApp, APIs, Connectors, AI, automations, SIP, extensions, channels, 0800 or 4003 numbers or similar functionality may depend on NVOIP’s technical, commercial, registration, regulatory, tax, security, fraud-prevention or acceptable-use review. NVOIP may deny, limit, impose conditions on, suspend, block or cancel features when it identifies a risk of misuse, fraud, inconsistent registration information, technical unavailability, noncompliance with applicable rules, or requirements imposed by carriers, providers, authorities or other involved third parties.

3. OPERATION OF THE SERVICES

3.1. The CUSTOMER acknowledges and agrees that it must obtain from third parties, at its sole responsibility, the Internet services, equipment or software necessary for the proper operation of the services covered by these General Terms of Subscription and Terms of Use.

3.2. If the CUSTOMER’s Internet connection, internal network, NAT, firewall, routers, equipment, applications, codecs, software, hardware or access provider experiences instability, blocking, failures or incompatibilities, or becomes inoperative, NVOIP’s services may cease to function wholly or partly. Audio quality, call completion, SIP registration, messaging, integrations, APIs, IVRs, queues, chatbots, voicebots and other features may be affected. NVOIP shall not be liable where the cause is not demonstrably attributable to it.

3.3. In the situation above, NVOIP may, at its sole discretion, assist the CUSTOMER through remote access. Such assistance is optional and NVOIP is not obliged to provide it.

3.4. ACCEPTABLE USE OF SERVICES, SIP, EXTENSIONS, SIP TRUNKS AND INTERNAL RESOURCES

3.4.1. The CUSTOMER must use NVOIP’s services in a manner consistent with the purchased plan, the service’s economic purpose, applicable law, the PROVIDER’s internal policies, Anatel’s rules and the technical and commercial specifications published by the PROVIDER.

3.4.2. The provision of a SIP Account and Password, extensions, SIP Trunks, Webphones, Softphones, IP Phones, PBXs, APIs, IVRs, Voicebots, Chatbots, virtual numbers, call channels or other Nvoip Platform resources does not, by itself, authorize unlimited, bulk, automated or unpriced use of those resources, nor their use as the primary infrastructure for telecommunications, intercoms, concierge services, access control, monitoring, building automation, private voice networks, indirect resale, an internal call center not covered by the Agreement or similar applications, without a specific agreement or NVOIP’s formal authorization.

3.4.3. Unless covered by a specific agreement, formal authorization or dedicated plan, the CUSTOMER may not use SIP accounts, extensions, SIP Trunks, internal calls or equivalent resources as primary, bulk, recurring or automated infrastructure for remote concierge services, intercoms, access control, condominium communications, monitoring, security, automation, third-party internal service operations, private voice networks, communication hubs, multiple-site operations or any application with a usage pattern disproportionate to the purchased plan.

3.4.4. NVOIP may consider the following patterns, among others, Atypical or Abusive Use: (i) a high volume of internal extension-to-extension calls without proportionate external traffic; (ii) large numbers of extensions, equipment or SIP registrations without a compatible plan; (iii) use of concierge, intercom, PBX, access-control or automation equipment without a specific agreement; (iv) sharing SIP credentials among multiple users, sites, customers, condominiums, companies or third parties; (v) automated or recurring use that causes cost, risk, degradation, unavailability or economic imbalance; (vi) use for a purpose other than that declared, contracted or reasonably expected for the purchased plan; and (vii) use of a Voice Allowance contrary to clause 3.11 and the Fair Use Policy, including attempts to circumvent simultaneous-call limits, individual association, eligible origins or fair-use caps.

3.4.5. NVOIP may monitor technical and commercial usage metadata, including volumes, times, call directions, extensions, SIP registrations, IP addresses, user agents, duration, attempts, recurrence, queues, APIs, automations, integrations and other indicators needed for security, fraud and abuse prevention, service quality, billing, support, auditing and compliance with legal or regulatory obligations.

3.4.6. Upon identifying Atypical or Abusive Use, NVOIP may, at its discretion, take one or more of the following measures: (i) request explanations, documents or corrective action; (ii) recommend or require migration to an appropriate plan; (iii) impose technical, channel, extension, API, call or internal-use limits or security controls; (iv) reclassify the service commercially; (v) charge additional amounts, rates, subscriptions, activation fees or dedicated plans according to the current price list; (vi) suspend, block or cancel features, services or accounts, subject to clauses 8 and 11; or (vii) notify competent authorities where there are indications of a legal or regulatory violation.

3.4.7. Where technically feasible and where there is no immediate risk to security, stability, regulatory compliance, third-party rights or service continuity, NVOIP may notify the CUSTOMER to remedy the situation before permanent suspension. Failure to do so within the period specified by NVOIP may result in limitation, suspension, blocking, cancellation or commercial reclassification.

3.4.8. The CUSTOMER acknowledges that free, promotional, entry-level or low-cost plans may contain technical, commercial and usage limitations, provided such limitations are reasonable, proportionate, published, communicated or applied for security, economic balance, abuse prevention or maintenance of Platform quality.

3.4.9. The CUSTOMER is responsible for correctly and securely configuring and maintaining the equipment, systems, PBXs, IP phones, ATAs, softphones, IVRs, queues, service workflows, routing rules, automations, APIs, webhooks, Connectors, credentials and other settings used with the Nvoip Platform. As the Platform provides self-service configuration, the CUSTOMER must review and test its settings, without prejudice to NVOIP’s support for questions, technical incidents or failures demonstrably attributable to the Platform.

3.4.10. Authorized use of a PBX, IP phone, softphone, SIP Trunk, SIP Account and Password or third-party hardware does not exclude the acceptable-use rules, technical or commercial limits, rating, reclassification, suspension, blocking or cancellation provisions of this Agreement.

3.5. Services provided by, integrated with or dependent on third parties, including carriers, administrative entities, messaging providers, Meta, WhatsApp, SMS, AI providers, cloud providers, APIs, Connectors and domestic or international routes, are also subject to those third parties’ rules and applicable laws in Brazil and abroad. NVOIP may adapt, limit, suspend, deny or cancel features to comply with Anatel rules, the LGPD, GDPR, carrier rules, Meta and WhatsApp rules, KYC/KYB requirements, fraud and abuse prevention or other applicable requirements.

3.6. To originate or complete calls, the CUSTOMER must possess or use valid, active, compliant and technically enabled numbering that is owned, purchased, ported, validated or authorized by NVOIP or the applicable carrier. The requirement for a number associated with a call’s origin arises from technical, regulatory, antifraud, caller-identification and interconnection rules in Brazil and abroad. It does not constitute unlawful tying or an improper requirement to purchase a Virtual Number when such numbering is necessary for proper service operation.

3.7. Acceptance of a number as BINA or caller ID may vary according to destination, country, carrier, route, antifraud rule, registration verification, number type and applicable law. A number valid for certain destinations may therefore not be accepted as caller ID for others, including international calls. This does not constitute a NVOIP failure when it results from a technical, regulatory, carrier or country rule.

3.8. Features dependent on an active plan, virtual number, channel, WhatsApp, SMS, telephony, widget, integration or Connector may be disabled, limited, reset to default, become unavailable or require reconfiguration when the underlying resource is canceled, suspended, removed, not renewed, ported, expired or made unavailable.

3.9. Purchasing a plan that includes access to a feature does not mean that the feature is automatically enabled or configured. Features such as call recording, widgets, queues, IVR, integrations, WhatsApp, Speech Analytics, AI and automations may require activation, configuration, permissions, acceptance, testing and technical availability.

3.10. The Nvoip Platform is provided on a self-service basis. Unless separately purchased, services do not include assisted configuration, remote access, on-site visits, implementation, onboarding, dedicated training, account setup or configuration of equipment, PBXs, IVRs, queues, workflows, integrations or automations. The CUSTOMER is responsible for configuring, reviewing and testing its resources and may purchase additional onboarding, training or configuration services when available. Exceptionally and at its discretion, NVOIP may provide free assistance when it considers this necessary, without creating an obligation to repeat or maintain that assistance in other cases. NVOIP support addresses Platform-related questions and technical incidents through a help-desk or service-desk model according to the purchased service.

3.11. VOICE ALLOWANCES: INBOUND AND OUTBOUND CALLS, LIMITS AND FAIR USE POLICY

3.11.1. NVOIP may offer Voice Allowances comprising packages of minutes for outbound calls associated with users or extensions, and inbound calls associated with National Numbers (0800 and 4003), as Monthly, One-off or Unlimited Allowances, according to the catalog, commercial names, quantities, prices, scopes, limits and conditions in effect on the Nvoip Platform when purchased. Voice Allowances are products with their own eligibility requirements, defined for each offer. NVOIP may define and change the eligible audiences for each allowance, including restricting an allowance to legal entities, particular user plans, account types, profiles, countries, currencies, payment methods or customer categories; making it available gradually to selected accounts or plans; not offering it to resellers or their customers, who purchase it, when available, under the Reseller Program conditions in clause 18; and applying different catalogs, quantities, prices and conditions by customer category, country or channel, as already occurs with other Nvoip Platform products, such as 0800 National Numbers. Eligibility criteria disclosed before purchase and applied objectively and uniformly to all customers in the same category do not constitute refusal to sell or discriminatory treatment. The CUSTOMER may not demand an offer, price or condition available to another category, country, channel or account type, under clause 6.13.2, without prejudice to the review in clause 2.4 and the grounds for refusal in clause 3.11.10.

3.11.2. Monthly and Unlimited Allowances are fixed-price subscription services charged in full upon purchase and each renewal of the purchased period, according to the billing periods available for each type in the catalog. One-off Allowances are charged once and do not renew automatically. Payment is made using Eligible Balance or a credit card, according to available methods. Included minutes do not generate individual debits against the CUSTOMER’s Balance. Allowance minutes are not financial credits: they cannot be converted into Balance, cash, discounts or another service; transferred between accounts; or refunded, except as expressly provided in this Agreement or required by law. Changing associated users, extensions or numbers, where the package permits it, does not create, duplicate or transfer minutes and retains the counters for the same allowance.

3.11.3. Monthly Allowance cycle and renewal: (i) purchase immediately starts an Allowance Cycle, without proration or an activation bonus; (ii) renewal occurs monthly on the same date and at the same time as purchase, in Brasília time; for purchases on the 29th, 30th or 31st, the last day of the month is used where the corresponding day does not exist; (iii) unused minutes expire at the end of each cycle, without rolling over or conversion into Balance, cash withdrawal or transfer; (iv) where the catalog permits advance payment for several months (annual, biennial or triennial), monthly usage cycles remain in place and the expiration rule applies each month; (v) renewal requires confirmed payment or sufficient Eligible Balance on the renewal date; payment failure does not start a new cycle or grant minutes or a free period, and, while no allowance is active, calls automatically follow the Normal Rate regardless of the Overage setting, under clause 3.11.16; (vi) after expiration without renewal, merely topping up the Account does not reactivate the allowance; resumption requires a new purchase or the reactivation procedure available on the Nvoip Platform, with the start date and conditions disclosed upon confirmation and no retroactive benefit for the unpaid period; (vii) each cycle’s end resets the minute balance in full, and a new cycle is available only where the following period is paid, regardless of whether the CUSTOMER used all, part or none of the allowance, or experienced partial or temporary unavailability of the Nvoip Platform, carriers or third parties, or failures, incompatibilities, incorrect settings or unavailability of Internet, networks, devices, IP phones, ATAs, PBXs, softphones or NVOIP or third-party apps. None of these circumstances generates credits, replacement, transfer or rollover of minutes, an extension, a new cycle, a discount or refund. Clauses 3.2 and 14 apply to NVOIP’s liability, subject to statutory rights, correction of a proven billing error and total voice-service unavailability caused exclusively by the PROVIDER, in which case compensation in minutes or time may be granted without conversion into cash.

3.11.4. One-off Allowances: (i) require a single payment and remain valid for thirty (30) calendar days from purchase, not from association or the first call; the exact expiration date and time are displayed before purchase confirmation; (ii) have no automatic renewal or charge; (iii) may be purchased in multiple units and coexist with a Monthly Allowance; (iv) their minutes are consumed after the Monthly Allowance is exhausted, starting with the earliest expiration; (v) unused minutes expire without credit or refund; and (vi) require an active, compliant user, extension or number throughout their validity.

3.11.5. Association and scope: (i) the benefit applies only to users, extensions or numbers expressly associated with the allowance by the CUSTOMER through self-service on the Nvoip Platform after purchase confirmation; without a valid association, there is no benefit and calls follow the Normal Rate; (ii) an Unlimited Allowance is always individual and per person, linked to one user/extension used by one individual, or to one number, and is never shared among people, users, numbers or the entire Account; (iii) limited allowances may be individual or shared among one extension, selected extensions or the whole Account, according to current options; sharing does not multiply the purchased minutes, which form a single pool for all participants; (iv) an inbound-call allowance belongs to the 0800 or 4003 number, not the user answering the call; (v) only one Monthly Allowance in the same family (outbound per user, inbound 0800 or inbound 4003) may be active for the same user, number or Account. The Nvoip Platform does not permit overlapping associations. Package changes must follow clause 3.11.12. A second unassociated purchase in the same family does not extend the benefit for an already-covered user, number or Account.

3.11.6. Call consumption and classification: (i) allowance usage begins only when the call is answered; ringing and waiting before answer, unanswered, rejected or canceled attempts, and internal technical legs do not consume minutes. After answer, all billable time, including any billable waiting or hold time, follows the service’s measurement rules; (ii) internal calls between extensions in the same Account do not consume the allowance; (iii) outbound destinations are classified as domestic landline or mobile using the current rating rules. International calls and calls to special, premium, service or unclassifiable destinations are excluded and follow the Normal Rate. Eligible local calls consume the allowance even where their pay-as-you-go rate is zero; (iv) for inbound 0800 or 4003 calls, the origin is classified as domestic landline or mobile; international, hidden, invalid or unclassifiable origins are excluded and follow the Normal Rate; (v) when an inbound call is forwarded, transferred or delivered to a customer-owned PBX, public network or external destination, each leg is rated separately under its own benefit, and the outbound leg is not included in the inbound allowance; (vi) absence of an allowance rule for a call means the Normal Rate applies, rather than that the call is blocked.

3.11.7. Rating and rounding: (i) duration deducted from an allowance follows the same classification, initial block and increment as the current voice rates, without a separate rounding rule. Allowances are not counted minute by minute: the same initial block and time increment, in seconds, defined in the Nvoip Platform’s current rate table for the destination (outbound), origin (inbound) and purchased plan apply. These blocks and increments may change for commercial strategy or regulatory requirements under clause 5.4; any change automatically applies to allowance measurement, which always remains identical to normal rating; (ii) usage is allocated first to the Monthly Allowance, then to One-off Allowances in expiration order, and finally to Overage or blocking, including within a single call; (iii) when an allowance runs out during a call and Normal Rate mode is permitted by the package and selected, rating follows one timeline: the covered portion is included and only the remainder is charged at the Normal Rate, without restarting a minimum block, increment or connection charge; (iv) when a call is answered, the Platform reserves blocks of minutes and renews them during the call (Minute Reservation). Displayed available minutes equal purchased minutes less consumed minutes and reservations for ongoing calls; (v) a call in progress at a cycle boundary is counted only once, based on its authorized Minute Reservations, without automatically moving usage to the next cycle. Depending on policy and available reservations, it may continue as Overage or be ended under clause 3.11.8; (vi) an allowance never records more minutes than purchased and never creates a negative minute balance or minute debt for a future cycle.

3.11.8. Overage: (i) in Normal Rate mode, an ongoing call may continue with Overage charges if there is sufficient Balance and applicable authorizations and technical limits remain satisfied; in blocking mode, an ongoing call may end at the authorized limit under subparagraph (iii); (ii) for packages offering this choice, the CUSTOMER sets the behavior upon exhaustion per subscription, at purchase or at any time on the Nvoip Platform: “Normal Rate,” the default, allows excess calls to proceed at the CUSTOMER’s current plan rate, debiting the Balance; “Block new calls” rejects new calls under the benefit until renewal or purchase of a new allowance. This blocking setting applies only while an active, valid Voice Allowance exists for the user, extension or number, and not after the allowance ceases to exist, under clause 3.11.16. Unlimited Allowances do not offer this choice: reaching the fair-use cap always triggers blocking under clause 3.11.10; (iii) in blocking mode, ongoing calls may end at their authorized limit and new calls covered by the benefit are rejected. NVOIP absorbs any small technical termination tolerance. Charging only the remainder under clause 3.11.7(iii) applies solely in Normal Rate mode; (iv) Overage at the Normal Rate requires sufficient Balance and is subject to this Agreement’s balance, suspension and blocking rules. Simultaneous calls ending after the last balance check may cause a negative monetary Balance, which does not alter the allowance or create minute debt and is settled by the next credit; (v) calls returning to normal rating because of exhaustion, expiration, nonpayment, ineligibility or a limit appear in the statement as normally rated calls.

3.11.9. Technical and commercial limits: (i) every Voice Allowance has simultaneous-call limits per user/extension and number, counting inbound and outbound calls together, in addition to Account limits on channels, calls per second, SIP registrations and maximum call duration; (ii) an Unlimited Allowance permits one (1) simultaneous call per user/extension. In shared limited allowances, each participating extension is also limited to one (1) simultaneous call under the benefit unless the catalog states otherwise. Additional simultaneous calls follow the Normal Rate or are blocked according to settings. Unlimited Allowances are subject to the mandatory blocks and restrictions in clause 3.11.10, without an Overage option to bypass the cap or concurrency limit; (iii) for inbound calls, the effective channel limit is the lowest of the package limit, the limit configured for the number or Account, and carrier capacity. Calls exceeding available channels are rejected without allowance consumption or charge; (iv) no allowance, including an Unlimited Allowance, means unlimited channels, simultaneous calls, calls per second or duration; (v) NVOIP may adjust technical limits for security, fraud prevention, stability or carrier requirements under clauses 2.4 and 3.4.

3.11.10. Unlimited Allowances and Fair Use Policy: (i) an Unlimited Allowance is a per-person benefit, exclusively for human, conversational communication by one individual identified as the extension user. That person’s individual professional or commercial use is permitted. Two or more people may not use the same Unlimited Allowance, even in shifts, rotation or through the same extension, credential or device; each person using the benefit must have their own Unlimited Allowance. NVOIP verifies compliance through clause 3.11.15 controls and additional verification, including manual checks; (ii) use is allowed only through the Nvoip Softphone, Nvoip Webphone and, when NVOIP offers the option, IP phones or ATAs individually authorized for the extension, with an exclusive SIP credential, one active registration and one simultaneous call. Calls originating otherwise do not receive the benefit; (iii) the Unlimited Allowance may not be used as a SIP Trunk, in a PBX, shared or bulk call-center operation (individual human service by one person is permitted), dialers, voice broadcasts, bulk sending, APIs, automated click-to-call, robots, outbound IVRs, automations, resale, traffic termination, remote concierge services, intercoms, monitoring or any bulk or automated system or system allowing more than one person to use the benefit concurrently or by sharing. Individual commercial or professional use by one person is permitted; (iv) fair-use parameters per extension and Allowance Cycle, unless different values are displayed on the Nvoip Platform at purchase or renewal, are: an individual-use reference of 1,000 (one thousand) minutes; a Platform warning at 1,100 (one thousand one hundred) minutes; and a cap of 1,300 (one thousand three hundred) minutes, after which new calls under the benefit are automatically blocked until the next paid Allowance Cycle, without Overage charges; (v) Minute Reservations for ongoing calls count toward the cap, and One-off Allowances, other allowances or Balance do not bypass an Unlimited Allowance’s cap; (vi) fair-use notices are provided on the Nvoip Platform, with no obligation to send them by email, SMS, WhatsApp or telephone; (vii) NVOIP may revise fair-use parameters for new purchases and subsequent cycles, preserving existing parameters throughout the already-paid period, including annual, biennial and triennial periods. The new version applies at the next financial renewal; (viii) a CUSTOMER needing greater volume, concurrency or usage must purchase a limited allowance, additional channels or a compatible plan; (ix) reaching the fair-use cap suspends the extension’s Unlimited Allowance benefit for the remainder of the Allowance Cycle, without refund, credit, compensation or extension, even if the cap is reached early in the cycle. During suspension, new calls within the benefit remain blocked until the next paid Allowance Cycle; destinations outside coverage continue under their own Normal Rate treatment. One-off Allowances, other allowances or Balance do not restore the benefit, except through a release option NVOIP may offer at its discretion; (x) NVOIP may refuse purchase, renewal, reactivation, expansion or change of an Unlimited Allowance or any other Voice Allowance for a CUSTOMER, Account, user, extension or number that repeatedly reaches the fair-use cap, shows usage inconsistent with a single person or engages in Atypical or Abusive Use. Merely reaching the reference or cap in one cycle does not itself establish fraud or abuse but is a legitimate commercial criterion for offering the benefit. NVOIP may condition purchase on migration to a limited allowance, additional channels or a compatible plan, without this constituting an unjustified refusal to sell, given the benefit’s fair-use conditions; (xi) repeated usage means reaching the cap in two (2) consecutive cycles or three (3) cycles within twelve (12) months. NVOIP may then cancel the Unlimited Allowance effective at the end of the already-paid period, notifying the CUSTOMER through the Nvoip Platform and maintaining the benefit until then, subject to any cap block already applied in the cycle, without refund. NVOIP may monitor this manually; (xii) these measures do not exclude those in clauses 3.4.6, 3.11.11, 8 and 11.

3.11.11. Misuse of allowances: (i) considering the purchased type and catalog permissions, such as sharing or SIP Trunk use where permitted by a limited allowance, NVOIP may consider the following, among others, Atypical or Abusive Use: automated or burst traffic, excessive repetition of calls to the same destination, excessive unique destinations, continuous 24/7 traffic, credential sharing, use by multiple people where not permitted, third-party use, attempts to bypass concurrency, association or eligible-origin limits, and use inconsistent with historical patterns or the declared purpose; (ii) upon identifying misuse, NVOIP may take graduated, risk-based measures: warn the CUSTOMER; temporarily reduce calls per second or channels; quarantine a credential, extension, number or route; move traffic to the Normal Rate; suspend or cancel the benefit without refund for the current cycle where abuse or fraud is proven; and apply clauses 3.4.6, 8 and 11; (iii) minutes obtained in breach of this Agreement may be charged at the current Normal Rate, without prejudice to clause 8.14.

3.11.12. Package changes: (i) changes are available between limited allowances in the same group, type and billing period with compatible capacities. Switching between limited and Unlimited Allowances, or between different types or billing periods, requires a new purchase; (ii) an upgrade may retain the current cycle’s expiration, in which case availability becomes the new limit less previously recorded consumption and reservations, valid until the original expiration; (iii) alternatively, an upgrade may begin a full new cycle with the new allowance, retaining the previous cycle’s history and reservations for settlement. In both cases the options, amounts and charging method displayed at the time of change apply. Consumed or unused minutes from the previous cycle are not added to the new package; (iv) a downgrade takes effect only at the next paid renewal, retaining the current package until the paid period ends; the scheduled change may be canceled before renewal; (v) changes to the catalog, prices, quantities, limits or parameters create a new offer version and do not alter already-paid periods. They apply to new purchases and subsequent renewals, subject to clause 5.3 for price adjustments; (vi) package changes preserve reservations and the allocation of ongoing calls.

3.11.13. Cancellation and refunds: (i) CUSTOMER cancellation of a Monthly or Unlimited Allowance prevents the next charge and takes effect at the end of the already-paid period, without a proportional refund; the benefit remains available until then; (ii) no Monthly, One-off or Unlimited Voice Allowance is refundable once minute usage has begun, except for the withdrawal right in subparagraph (iii). One-off Allowances also have no renewal to cancel; (iii) consumers are entitled to the withdrawal right under article 49 of Brazil’s Consumer Protection Code within seven (7) calendar days of purchase, under clause 11.10. Using the benefit during this period does not remove that right, but minutes actually consumed constitute services provided at the CUSTOMER’s request. NVOIP may deduct the corresponding call value, calculated at the Normal Rate, from the refund in a proportional and demonstrable manner, including where call value reaches the amount paid, without other penalties; (iv) outside the withdrawal period, cancellation, suspension or blocking of the allowance, user, number or Account does not generate credit, conversion or refund of unused minutes; (v) suspension, cancellation or change of the user plan, number or Account may prevent use of the allowance if the resource ceases to meet the purchased offer’s eligibility conditions, subject to clause 3.8; (vi) this clause does not exclude statutory rights, correction of a proven billing error even if not previously acknowledged by NVOIP, or the liability circumstances in clause 14.

3.11.14. Information and verification: the Nvoip Platform displays each allowance’s purchased, consumed, reserved and available minutes, renewal or expiration date, associated scope and Overage setting. NVOIP’s call records and allowance statements form the basis for checking usage under clause 6.4.4. As this is a real-time service, there may be small differences between the balance shown during calls and final usage determined when they end.

3.11.15. Usage control, devices, SIP Trunks and CUSTOMER responsibilities: (i) NVOIP controls Voice Allowance usage through this Agreement’s technical and commercial limits and may define, change, restrict or revoke the list of devices, apps, IP phones, ATAs, versions and connection methods eligible for each allowance, especially Unlimited Allowances. It may require an exclusive SIP credential, a single registration, device authentication, origin validation, registration limits and other controls necessary to verify an eligible call origin. Changes to this list for security, fraud or technical reasons take effect immediately; commercial changes apply to new purchases and subsequent renewals, preserving already-paid conditions; (ii) calls originating from an ineligible, unauthorized or unassociated device, app, connection or credential do not receive the benefit and follow the Normal Rate or are blocked according to the CUSTOMER’s settings and package rules, without prejudice to clause 3.11.11; (iii) use through SIP Trunks, PBXs, gateways or third-party equipment is allowed only for Voice Allowances whose catalog expressly permits it and according to Account settings. Unlimited Allowances never permit such use, and calls originating that way do not receive the benefit; (iv) the CUSTOMER alone chooses, within the purchased package’s options on the Nvoip Platform, the users, extensions or numbers using the allowance, keeps associations current and selects Normal Rate or blocking behavior upon exhaustion of an active allowance. If no choice is made, Normal Rate applies. Setting changes apply to calls started after the change. Unlimited Allowances offer no such choice and use the blocks in clause 3.11.10; (v) Normal Rate charges caused by an allowance being exhausted, expired, not renewed, unassociated or unconfigured, or by an ineligible user, extension, number, device, app, connection or credential, are payable and do not entitle the CUSTOMER to a refund, reversal, minute credit, reprocessing or compensation for already-rated amounts. The CUSTOMER must check configuration and usage on the Platform, subject to statutory rights, correction of a proven billing error even if not previously acknowledged by NVOIP, and clause 14; (vi) NVOIP may apply these limits and controls by Account, user, extension, number, package, device or origin. Their proper application does not constitute service failure or generate credit, compensation or refund, subject to statutory rights and clause 14.

3.11.16. Absence of an active allowance: the option to block new calls configured under clauses 3.11.8 and 3.11.15 applies only when minutes in an active, valid Voice Allowance are exhausted. Absence of an allowance is a different situation: when cancellation of a Monthly or Unlimited Allowance takes effect at the end of the paid period; an allowance is not renewed because the period ends, payment fails or Eligible Balance is insufficient; a One-off Allowance expires; NVOIP cancels an allowance; or a user, extension or number association is removed, new calls are evaluated against other valid, eligible allowances, including One-off Allowances. If no benefit applies, calls automatically return to per-minute Normal Rate charging against the Balance, subject to Account balance, permissions and other blocks, without additional notice or new configuration, regardless of the previously selected Overage option. The same applies to an extension whose Unlimited Allowance was suspended for fair use and then canceled or not renewed. These charges are payable and nonrefundable under clause 3.11.15(v). A CUSTOMER wishing to prevent calls in this situation must use Account controls, such as user or extension blocking or deactivation, or dialing permissions. Absence of Balance is not equivalent to blocking, since zero-rate calls may proceed. The CUSTOMER must monitor allowance validity and renewal on the Nvoip Platform. An exhaustion block for an ended allowance does not permanently block the extension.

3.11.17. Common provisions: the limitations on refunds, credits, compensation and liability in clause 3.11 apply without prejudice to statutory rights, correction of proven billing errors and NVOIP’s liability under clause 14, and must be read together with clauses 3.2, 5, 6, 7, 8 and 11.

4. TERM

4.1. These General Terms of Subscription and Terms of Use remain in effect indefinitely from Digital Acceptance, subject to the purchased service and the specifications and particular rules for blocking, cancellation or termination.

5. PRICES

5.1. Prices for services, subscriptions, credits, rates, activations, transactional features and other products are those in effect on the Nvoip Platform, the CUSTOMER’s panel or the official channels indicated by the PROVIDER at purchase, renewal, activation, use or consumption, including applicable taxes where relevant.

5.2. The fixed price of an annual, biennial, triennial or other fixed-term plan will not be adjusted during its purchased term, counted from purchase or renewal, except as expressly provided in this Agreement or an amendment, or for rates, variable-use or consumption services, third-party features, international services or other items charged separately from the plan’s fixed price.

5.3. Where the PROVIDER needs to increase prices above the accumulated IGP-M index for purchased services, plans, subscriptions or features subject to advance notice, it may do so by notifying the CUSTOMER at least thirty (30) days before the new prices take effect. For annual, biennial, triennial or other fixed-term plans, the increase applies at expiration, renewal or as provided in the relevant amendment. For monthly plans, it may apply at the next due date or monthly renewal after the notice period. A top-up, payment of a boleto (Brazilian bank payment slip) or addition of credits only adds Account balance; it does not change the renewal cycle, restart a price-adjustment period or guarantee that prices remain unchanged. Notice may be given through the Nvoip Platform, email, SMS, telephone or chat.

5.4. Transactional service rates, including domestic and international inbound and outbound calls, SMS, WhatsApp, domestic or international numbers, Toll Free, Shared Cost, APIs, Connectors, AI, third-party features and other variable-use or consumption services, may be adjusted daily. The CUSTOMER acknowledges that prices in effect in its panel or on the Nvoip Platform at use, consumption, purchase or renewal always prevail, regardless of individual advance notice.

5.5. For International Virtual Numbers, Toll Free, Shared Cost and other international services, the PROVIDER may adjust prices on the service’s due date, whether monthly, annual, biennial or triennial, without prior notice to the CUSTOMER.

5.6. In fortuitous events, force majeure or exceptional situations beyond NVOIP’s reasonable control or making advance notice impracticable, NVOIP is exempt from the notice in clause 5.3.

5.7. Long-term commercial conditions (LT/LP) are valid for this Agreement only when formalized in a specific long-term amendment duly executed and signed by NVOIP and the CUSTOMER, establishing conditions such as monthly or annual prices, discounts, minimum volume or commitment, adjustments, penalties, term, renewal, termination and other applicable conditions.

5.7.1. This Agreement remains applicable and prevails on everything not expressly governed by the specific amendment, which prevails only on matters it expressly addresses. Prices, discounts and commercial conditions negotiated in a long-term amendment are not automatically changed by a general update to this Agreement and must follow that amendment or a new negotiation signed by the Parties. Exceptions include items outside the negotiated fixed price and exceptional circumstances such as domestic or international inbound or outbound call rates, international services, third-party features, WhatsApp, SMS, AI, APIs, Connectors, automations, taxes, fees, regulatory costs, exchange-rate movements, fortuitous events, force majeure, changes in carrier or supplier costs, applicable law or other circumstances provided in this Agreement or the specific amendment.

5.8. Voice Allowance prices, minute quantities, scopes, limits and fair-use parameters are those in the Nvoip Platform catalog at purchase or renewal and may change for new purchases and subsequent cycles without changing already-paid periods, subject to clause 5.3 for price adjustments and clause 3.11 for other conditions. The Normal Rate for Overage and calls outside an allowance follows clause 5.4.

6. PAYMENT AND BILLING

6.1. The PROVIDER’s services are prepaid: the CUSTOMER pays in advance to use NVOIP’s service.

6.2. Payments to NVOIP may be one-off, monthly or annual, at the CUSTOMER’s choice and according to the purchased service, using boleto, PIX, credit card, PayPal or other methods available for the Account Currency under clause 6.13.7.

6.2.1. Certain products, such as Voice Allowances, may have restricted payment methods, currencies or renewal arrangements indicated on the Nvoip Platform at purchase, such as payment only through Eligible Balance or credit card, without boleto or PIX for that product. In such cases, boleto or PIX payment only adds Account Balance, which may then be used for purchase or renewal, subject to clause 6.4.1.

6.3. Boletos are generated by NVOIP’s finance department with individual due dates based on the purchased service date and made available through the Nvoip Platform, email, SMS or chat.

6.4. If a boleto or credit-card charge is not paid, the PROVIDER may settle a subscription using Eligible Balance in the CUSTOMER’s Account without prior notice.

6.4.1. Payment by boleto, PIX, card, top-up or any other method, after applicable confirmation or clearance, adds balance, credit or Eligible Balance to the Nvoip Platform according to the payment’s nature. Payment alone does not automatically renew a subscription, number, plan, feature or service, which requires sufficient Eligible Balance and compliance with the resource’s conditions. Payment made directly through checkout for a specific purchase or subscription is excepted and is applied to the purchased item.

6.4.2. The CUSTOMER must maintain sufficient Eligible Balance before each service’s renewal, due date, consumption or charge. A boleto due date or bank-clearing period does not change this responsibility. Payments cleared after suspension, blocking, cancellation or loss of a number may only make Balance available, subject to clause 6.13.4 for payment instruments canceled due to a currency change, without guaranteeing automatic reactivation, renewal, number retention, portability, resource recovery or restoration of history.

6.4.3. Promotional credits, bonuses, trial credits, complimentary credits, campaigns, coupons, discounts or balances granted without direct payment are not refundable monetary amounts and are nontransferable. They may have their own validity, purpose, limit, usage rules or conditions and may be canceled, expired, adjusted or revoked by NVOIP upon closure, inactivity, misuse, fraud, abuse, contractual breach, material error, campaign expiration or failure to meet applicable conditions. Tax invoices and documents follow amounts paid, service nature, consumption, availability, the accounting period and applicable tax rules under clauses 6.5 through 6.12.

6.4.4. Statements, balance histories, usage records, subscriptions and financial transactions made available on the Nvoip Platform or held in NVOIP’s systems form the operational basis for checking charges, consumption and credit use. Paid credits may be reversed or refunded only as provided in this Agreement, subject to payment-method rules, documentation, consumed amounts, tax invoices and applicable deadlines. Bonus, promotional, trial, complimentary, campaign, coupon or discount credits may only be consumed on the Platform and cannot be converted into cash, bank transfers, reversals or refunds.

6.5. For tax and billing purposes, advance payment by the CUSTOMER, including for one-off, monthly or annual plans, packages, credits, subscriptions, activations, DIDs, virtual numbers, rates, transactional features or other services, represents advance purchase, reservation, availability or a right to use NVOIP services. It does not necessarily mean that all provision, enjoyment or consumption occurred on the payment date.

6.6. NVOIP issues tax invoices and documents, including NFCom (Electronic Communication Services Invoice), NFS-e (Electronic Service Tax Invoice) or other applicable documents, according to service nature, the applicable tax regime, federal, state and municipal legislation, competent-authority rules, the accounting period, billing period, actual provision, availability, enjoyment or consumption of services, and the PROVIDER’s accounting and tax criteria.

6.7. The CUSTOMER acknowledges that invoices for prepaid services may be issued after payment, monthly, proportionally, on a consolidated basis, separately by service nature, accounting period, event, consumption, billing period or another applicable tax criterion. This includes annual plans and prepaid purchases where services are made available, provided, enjoyed or consumed over the purchased term.

6.8. For annual plans, annual subscriptions, packages or advance purchases, NVOIP may recognize and issue tax documentation for services month by month or according to the applicable accounting period, in proportion to enjoyment, availability or consumption, even where payment was made fully or in advance.

6.9. A difference between the amount paid at a particular time and the amount on an invoice issued for a particular accounting period does not constitute improper charging, failure to bill, NVOIP default or tax irregularity where it results from advance payment, later consumption, proportional allocation, the accounting period, credits, balance, discounts, bonuses, reversals, taxes, withholding, service nature or an applicable tax obligation.

6.10. NVOIP may change operational criteria for invoice issuance, date, accounting period, grouping, separation, applicable tax document or delivery method to comply with legislation, tax rules, competent-authority or accounting guidance, service type, municipality, state, tax regime or changes to products and services, without breaching this Agreement.

6.11. The CUSTOMER must keep registration and tax information correct and current, including legal name, name, CNPJ/CPF, state or municipal registration, address, email, tax regime and other information required to issue tax invoices and documents. Corrections, cancellations, replacements or reissuance are subject to applicable deadlines, technical limits and tax rules and may be impossible after the accounting period closes, transmission, authorization, a statutory deadline or tax closing.

6.12. Tax invoices and documents are made available through the Nvoip Platform, email, a tax system or another NVOIP-designated channel. A CUSTOMER request for adjustment or clarification does not suspend due dates, consumption, charging or enforceability of purchased amounts, except where the PROVIDER acknowledges a material error or the law requires otherwise.

6.13. NVOIP may offer plans, subscriptions, credits, rates, features, products and services with price display, purchasing, charging, payment, balance and billing in different currencies, including Brazilian reais, US dollars, euros or other currencies made available, according to country, market, registration, Account Currency, technical availability, payment method, tax rules, regulatory rules and applicable commercial conditions.

6.13.1. The CUSTOMER acknowledges that a main Account currency must be selected or assigned from the Nvoip Platform’s available options. It serves as the reference for displayed prices, purchasing, renewal, consumption, credits, balances, charges, reversals, refunds and commercial or tax documents where applicable. A change may require NVOIP’s registration, tax, financial or operational validation and may require a new Account, settlement of outstanding amounts, balance migration, no retroactive conversion or acceptance of new commercial conditions.

6.13.2. Prices in each currency may be independent and need not be equivalent, proportional or at exchange-rate parity with prices displayed or charged in another currency. The same plan, product, feature, rate or service may have its own price in Brazilian reais, US dollars, euros or another currency, according to the table applicable to the country, market, Account Currency, local costs, taxes, payment methods, exchange risk, suppliers, carriers, partners, commercial strategy and other NVOIP criteria. The CUSTOMER may not demand a price, promotion, discount, exchange rate, conversion or commercial condition available in another currency, country, market, Account or sales channel.

6.13.3. Payments in a currency different from the Account Currency or the currency of the CUSTOMER’s payment method may involve foreign-exchange conversion, bank fees, card fees, payment-intermediary fees, taxes, IOF, spreads, withholding or other charges defined by financial institutions, card networks, issuers, acquirers, processors, intermediaries, tax authorities or applicable law. NVOIP is not responsible for these external criteria. Credits, bonuses, balances, reversals and refunds follow the Account Currency, payment currency, payment method, operational availability and this Agreement.

6.13.4. Selection and change of Account Currency: (i) at registration, the Nvoip Platform may suggest a currency based on the declared country. Before the first financial transaction, such as payment, adding credits, purchase or consumption, the CUSTOMER must confirm it or choose another available currency for which it is eligible under clause 6.13.8; (ii) after the first transaction, the CUSTOMER cannot change the Account Currency on the Platform. A change requires a formal request, review and execution by NVOIP, effective from the first day of a new accounting period after the previous period closes; (iii) NVOIP may refuse or defer a change while payments, reversals, chargebacks, disputes, unpaid invoices or entries incompatible with the new currency remain pending; (iv) each Account maintains one currency per accounting period, with no balances in different currencies within the same Account; (v) prior history, statements, documents and entries remain in their original currency and are not reprocessed; (vi) after the first transaction in the new currency, the change cannot be reversed retroactively. Any future change requires a new request, review and accounting-period cutover, preserving history, except for correction of a proven operational error through auditable entries; (vii) payment instruments issued in the old currency and canceled because of the change, such as boletos, must not be used. Later settlement does not automatically credit the new currency and is subject to financial reconciliation, preserving the record and returning or regularizing the amount received according to applicable law. Cancellation of the instrument does not settle a legitimate debt.

6.13.5. Balance conversion: when a currency change involves available Balance or credits, conversion takes place once, on the execution date, at a reference exchange rate disclosed by NVOIP before confirmation and accepted by the CUSTOMER, with a validity period and records of its source, date and any spread or conversion cost. If that rate changes before execution, new confirmation is required. Conversion preserves the financial precision used to account for services; displayed amounts and amounts sent to payment methods follow the applicable decimal places under the rounding rule disclosed on the Platform. Subsequent exchange-rate changes generate no adjustment, supplement, credit or refund. Promotional credits, bonuses and complimentary credits may be converted, retained or canceled at NVOIP’s discretion under clause 6.4.3. Negative Balance is converted at the same rate and remains due in the new currency. Prior documents, invoices and entries are not converted and remain in the original currency. Already-paid subscriptions and periods are not charged again and do not lose benefits because of the change. The next renewal price in the new currency is presented and accepted before cutover, and existing coupons, bonuses and discounts are itemized in the simulation presented before confirmation.

6.13.6. Prices and rating in Account Currency: prices for plans, subscriptions, allowances, numbers, features and other products, and charges for calls, SMS, WhatsApp, APIs and other transactional services, are calculated, displayed and debited in the Account’s current currency according to that currency’s own price list, without automatic conversion from another currency’s list. Each list may be adjusted under clauses 5.3 and 5.4, including due to exchange-rate changes in carrier, provider or supplier costs. Statements, invoices and commercial documents identify the currency using its ISO code (BRL, USD, EUR) whenever a symbol is ambiguous. Changing the Platform language does not change Account currency, prices or conditions.

6.13.7. Payment methods and settlement: available payment methods vary by Account Currency and country. Boleto and PIX may be restricted to Brazilian-real Accounts, while other currencies may require credit cards, PayPal or other available providers. Charges are presented in the Account Currency even if NVOIP receives settlement in Brazilian reais through the payment provider. The difference between the charged and settled amounts, including provider fees and exchange rates, does not change the amount owed by the CUSTOMER or generate credit or an additional charge. Clause 6.13.3 concerns any conversion by the CUSTOMER’s card issuer or bank; this clause concerns settlement received by NVOIP. Refunds requested and processed by NVOIP are made for the amount due as a refund, expressed in the original transaction currency and through the original payment method, without compensation for exchange-rate movements, subject to clauses 6.4.4 and 11. If the original method no longer permits a refund, NVOIP will specify a documented alternative; Platform Balance does not mandatorily replace a cash refund where one is due. Chargebacks and disputes are handled by the issuer or provider under its rules; NVOIP responds to the procedure and reflects the outcome in the Account Balance, including for an Account already migrated to another currency. Recurring payments, subscriptions and billing mandates may require new CUSTOMER authorization with the provider when the currency or provider changes.

6.13.8. Eligibility, documents, taxes and tax responsibility: purchasing in foreign currency requires registration and legal eligibility validated by NVOIP under Law No. 14,286/2021 and other applicable rules. It is intended for customers not resident in Brazil or other legally permitted cases; the country entered at registration does not replace this validation. The CUSTOMER declares that residence, headquarters and operating information is true, is responsible for inaccurate declarations and must provide required registration and tax information under clause 6.11. For foreign-currency Accounts, NVOIP may provide a localized commercial invoice generated from the same invoice, retaining identical identifiers, items and amounts across translated versions, without prejudice to legally required Brazilian tax documents, which may state reference values in Brazilian reais under clauses 6.5 through 6.10. Taxes, withholding, fees, IOF and charges due in the CUSTOMER’s country or arising from international payment or remittance are the CUSTOMER’s responsibility; contracted amounts must be paid without deductions. Withholding at source does not settle the withheld portion unless NVOIP can use it based on valid tax documentation. This rule allocates the economic burden between the Parties and does not change obligations imposed on either Party by law before tax authorities; those remain with the legally responsible party.

6.13.9. Availability: US-dollar and euro Accounts may be introduced gradually by country, account type, plan or payment method. In this version they are not available to resellers or their customers, and offer-specific eligibility under clause 3.11.1 applies. While a chosen currency is unavailable for a particular product, feature or payment method, that product may not be offered to the Account, without this constituting a service failure or excluding rights relating to products already purchased and paid for.

7. SUSPENSION AND CANCELLATION FOR NONPAYMENT OR LATE PAYMENT

7.1. The CUSTOMER acknowledges that nonpayment, failure to renew a subscription, bank settlement after the due date, or insufficient or negative credit balances may result, from the due date and without additional prior notice, in the immediate suspension, blocking or limitation of the resources and features contracted on the Nvoip Platform until payment is made in full or new credits are purchased. This provision concerns the operational suspension of the platform and its resources, including outbound calls, inbound calls, numbering, extensions, IVR, queues, APIs, integrations, AI, connectors and other features dependent on the platform, which may make practical use of the contracted service or number impossible during suspension. NVOIP may, at its discretion and under internal rules, grant operational tolerance, refrain from suspending services on weekends or holidays, await bank settlement or grant additional time for certain services, without creating an acquired right, novation, waiver or obligation to repeat such conduct in other cases, subject to mandatory applicable legal or regulatory rules:

7.1.1. The service defined as National Number will be suspended by the PROVIDER 1 (one) day after the due date. A negative credit balance will also result in suspension because credits are required for operation. In this case, the CUSTOMER must add new credits through the means made available by the PROVIDER to reactivate the service.

7.1.2. The services defined as Virtual Number, International Virtual Number and Additional Channel will be suspended by the PROVIDER one day after the due date. In this case, the CUSTOMER must renew the service through the means made available by the PROVIDER.

7.1.3. The services defined as User Plan will be suspended by the PROVIDER one day after the due date.

7.1.4. Monthly Voice Allowances not renewed due to nonpayment or lack of Eligible Balance do not start a new Allowance Cycle and cease providing minutes from the renewal date, without a free grace period. Failure to renew the allowance does not, by itself, suspend the account, user or number, and calls automatically become subject to the Normal Rate per minute, regardless of the selected Overage setting, under item 3.11.16. The PROVIDER may cancel an overdue Monthly Allowance, and any new purchase will be subject to the then-current catalog and conditions.

7.2. For Virtual Numbers, International Virtual Numbers and National Numbers, if operational suspension exceeds 3 (three) calendar days, the service or subscription may be canceled without additional notice. Upon cancellation, the CUSTOMER loses the right to use the number while the service remains canceled, subject to the reactivation and availability rules in items 7.4 and 7.4.1.

7.3. For User Plans, if suspension exceeds 3 (three) calendar days, the service will be canceled, the CUSTOMER will be migrated to the FREE Plan and will lose access to paid-plan features.

7.4. For Virtual Numbers, International Virtual Numbers and National Numbers, the CUSTOMER's right to use the number depends on keeping the service or subscription active, timely payment, valid registration information, technical availability, applicable rules, the rules of Anatel, carriers and the Administrative Entity, and this Agreement. NVOIP may permit reactivation within 10 (ten) calendar days of cancellation without a new activation fee, provided the CUSTOMER pays amounts due and meets applicable conditions. After that period and up to 30 (thirty) calendar days, reactivation depends on technical availability, regularization of registration information, payment of outstanding amounts, payment of an activation or reactivation fee where applicable, and confirmation that the number remains available. After 30 (thirty) calendar days, reactivation of the number is not guaranteed and is subject to inventory validation, quarantine, carrier, Anatel and Administrative Entity rules and other applicable conditions.

7.4.1. The CUSTOMER acknowledges that virtual numbers, national numbers, international numbers, 0800, 4003, DIDs, caller IDs (BINAs) and other numbering resources are regulated resources and do not constitute the CUSTOMER's full and unrestricted property. Following cancellation, loss of the right of use, termination of the agreement, failure to complete portability, inactivity, nonpayment, expiry of the 30 (thirty) day quarantine or another applicable regulatory or operational period, the number may return to NVOIP's inventory, be made available to other customers, be returned to the carrier, be quarantined, blocked or reused under applicable rules, without any guarantee that the CUSTOMER can recover it in the future.

7.5. In all cases of suspension and/or cancellation for nonpayment or late payment, failure to renew a subscription, bank settlement after the due date or insufficient credits, NVOIP may notify the CUSTOMER through the Nvoip Platform, email, SMS, telephone, chat or another available channel to bring the account into compliance. Sending, delaying or failing to send additional notice, or any operational tolerance granted by NVOIP, does not change the due date, prevent the immediate suspension provided for in this Agreement or constitute a waiver, novation or obligation to grant a new deadline in future cases.

8. BLOCKING AND CANCELLATION OF SERVICES

8.1. Services and access to the Nvoip Platform may be blocked, suspended or canceled in the circumstances described below.

8.2. Where a manual or automated check by the PROVIDER identifies fraud or unauthorized access to the CUSTOMER's account, access may be permanently partially blocked, temporarily partially blocked, temporarily totally blocked or permanently totally blocked, for the entire account or by service, as set out below:

8.2.1. Permanent Partial Blocking: permanent blocking of one or more Nvoip Platform resources due to improper or abusive use that violates the rights of the PROVIDER or third parties.

8.2.2. Temporary Partial Blocking: temporary blocking of one or more Nvoip Platform resources due to improper or abusive use that does not violate the rights of the PROVIDER or third parties.

8.2.3. Temporary Total Blocking: blocking of the entire account for a specified period due to improper or abusive use that does not violate one or more rights of the PROVIDER or third parties.

8.2.4. Permanent Total Blocking: blocking of the entire account due to improper or abusive use that violates one or more rights of the PROVIDER or third parties, with no option for the CUSTOMER to recover the account or its resources (credits, numbering, history, etc.).

8.3. If a specific service is blocked (e.g., SMS), all resources linked to it will also be blocked.

8.4. In cases of Temporary Partial Blocking and Temporary Total Blocking, the PROVIDER may lift the block after contact between the CUSTOMER and the PROVIDER, upon submission of any additional documents required by the PROVIDER.

8.5. In cases of Permanent Total Blocking and Permanent Partial Blocking, the CUSTOMER will not be unblocked even after contacting the PROVIDER, because these are permanent blocks resulting from improper or abusive use that violated one or more rights of the PROVIDER or third parties.

8.5.1. The PROVIDER will not accept the identity document (CPF or CNPJ) and email used by a permanently blocked CUSTOMER for a new registration while the security, fraud, abuse, contractual breach or risk grounds for the block persist. The CUSTOMER will lose operational access to the Nvoip Platform's services, resources, histories, recordings and credits, subject to the rules on refunds, offsets, legal retention, regulatory obligations, security, auditing, defense of rights, chargebacks, fraud, abuse or damage caused to the PROVIDER or third parties.

8.6. In all cases of blocking, the PROVIDER may, at its sole discretion, inform the CUSTOMER of the details and reasons where doing so does not compromise security, fraud prevention, investigations, third-party rights or legal, regulatory or operational requirements. The PROVIDER will inform the CUSTOMER whether the block is Partial, Total, Temporary or Permanent.

8.7. In cases of Temporary Partial Blocking and Temporary Total Blocking, the PROVIDER must inform the CUSTOMER of the procedures and time required to reactivate services.

8.8. The CUSTOMER acknowledges that attempts to breach the Nvoip Platform and access outside the PROVIDER's parameters may result in blocking of access, IP address, user, account or service, among others. The CUSTOMER must therefore comply with the obligations and responsibilities in these General Terms of Subscription and Terms of Use.

8.9. CUSTOMER inactivity for a minimum of 180 (one hundred and eighty) calendar days may result in cancellation of services contracted with the PROVIDER. Upon account deletion, existing credits may be lost together with registered data, telephone recordings and other histories generated by the PROVIDER during service provision, except for information and records the PROVIDER must retain for legal, regulatory, tax, anti-fraud or security obligations, and except where reversals, refunds or offsets expressly apply to credits paid for by the CUSTOMER. In this case, the PROVIDER will send the CUSTOMER a notice through the Nvoip Platform warning of possible cancellation, account deletion and loss of histories generated during service provision.

8.9.1. Cancellation of a service, suspension of a resource, account blocking, migration to a free plan, inactivity or account closure does not imply immediate deletion of personal, tax, registration or financial data, technical records, logs, recordings, documents, invoices, usage histories, support records or other information NVOIP needs to retain for legal, regulatory, tax, accounting, security, auditing, defense-of-rights purposes or performance of this Agreement. Reactivation of an account, service, number, history, recording, balance, credit or resource depends on technical availability, regularized registration information, absence of a permanent block and acceptance of the conditions in force at the time of reactivation.

8.10. Use of the Nvoip platform for any purpose that is illegal, immoral or contrary to internal policies and applicable regulations is expressly prohibited. This includes, without limitation:

8.10.1. Sending SPAM: use of the platform for unsolicited bulk messages, whether by email, SMS, calls or other means of communication, constituting SPAM, is prohibited.

8.10.2. Betting-Related Activities (BETs): use of the platform by businesses or platforms promoting betting, gambling, online casinos or similar activities is prohibited, except where previously authorized under specific legislation and formally approved by Nvoip.

8.10.3. Illegal or Immoral Activities: any use of the platform that promotes, facilitates or participates in illegal, fraudulent or abusive activities or violates third-party rights.

8.10.4. Misuse of Caller IDs (BINA): masking or falsifying caller IDs (BINAs) to disguise the origin of calls is not permitted.

8.11. Nvoip reserves the right to suspend or terminate platform access for any customer using the services for the purposes described in item 8.10, without prior notice, and may notify the competent authorities where necessary.

8.12. Atypical or Abusive Use as defined in this Agreement may also be considered improper or abusive use for purposes of blocking, limitation, suspension, cancellation or commercial reclassification, including intensive use of internal calls, extensions, SIP Trunks, SIP accounts, remote concierge services, intercom systems, access control, automation, APIs, AI, MCP, connectors or integrations inconsistent with the contracted plan, acceptable use policies, the service's economic purpose or the PROVIDER's instructions. This includes use of Voice Allowances contrary to item 3.11 and the Fair Use Policy.

8.13. NVOIP may take immediate preventive measures when it identifies a risk of fraud, a security breach, compromised credentials, suspicious traffic, abusive automated use, service degradation, regulatory risk, unauthorized use of AI, MCP or connectors, irregular bulk sending, identifier manipulation, attempts to bypass limits, use by unauthorized third parties or any conduct that could harm the PROVIDER, its customers, users, partners, operators or third parties.

8.14. The application of blocks, limits, suspension, cancellation, reclassification or additional charges will not prevent NVOIP from seeking reimbursement for costs, losses, damages, fines, penalties, chargebacks, regulatory sanctions, third-party costs, carrier costs, processing costs, AI costs, infrastructure costs or other losses resulting from irregular, atypical or abusive use.

9. COMMUNICATION BETWEEN THE PARTIES

9.1. The CUSTOMER authorizes the PROVIDER to send bank payment slips (boletos), communications and/or notices through the Nvoip Platform, email, SMS or postal mail to the address provided by the CUSTOMER upon registration.

9.2. The CUSTOMER acknowledges that email sent by the PROVIDER to the email address provided upon registration is a valid, effective and sufficient means of communication regarding any matter addressed therein relating to this instrument.

9.3. Any change to the CUSTOMER's email or postal address must be made through the Nvoip Panel or, where this is not possible, requested from the PROVIDER so that registration information can be updated. This may take up to 3 (three) business days after formal receipt of the request.

9.3.1. An email address change will be considered valid and effective only after validation and confirmation by the Nvoip team.

9.4. Sending a bank payment slip/invoice, communication and/or notice to the CUSTOMER's last email or postal address without the formal procedure in item 9.3 having been completed will be considered valid for all purposes, and the CUSTOMER may not allege a failure or error in that sending.

9.5. NVOIP may refuse an address change expressly requested by the CUSTOMER if the PROVIDER identifies fraud.

9.6. All communications between the PROVIDER and the CUSTOMER are monitored, and telephone calls are recorded by the PROVIDER.

9.6.1. For purposes of this item, recording a telephone call means capturing and storing telephone conversations between the Parties, which may be played back later if necessary.

10. SECURITY MEASURES

10.1. ARTIFICIAL INTELLIGENCE, MCP, AGENTS, CONNECTORS AND AUTOMATIONS

10.1.1. The Nvoip Platform may provide AI Services, automated agents, chatbots, voicebots, Speech Analytics, transcription, speech synthesis, classification, summarization, sentiment analysis, suggested responses, routing, automations, integrations, connectors, MCP and similar tools, developed internally or supplied by integrated third parties, subject to technical and commercial availability.

10.1.2. The CUSTOMER acknowledges that Outputs Generated by AI, automations, transcription, Speech Analytics, chatbots, voicebots, agents, MCP or connectors may contain inaccuracies, inconsistencies, errors, omissions, misinterpretations, incomplete responses or inappropriate content. Such outputs are auxiliary and do not replace human analysis, professional decisions or legal, regulatory, medical, financial, accounting, operational or technical validation where applicable.

10.1.3. The CUSTOMER is fully responsible for reviewing, validating, approving and supervising Generated Outputs before using them in decisions, customer service, communications, collection activities, sales, campaigns, records, contracts, diagnoses, procedures, messages to third parties, operational actions or any acts that may have legal, commercial, technical or reputational effects.

10.1.4. The CUSTOMER represents that it has the applicable legal basis, authorization, awareness or consent to provide, record, transcribe, process, analyze, store, classify or use Input Data on the Nvoip Platform, including personal data, end-customer data, visitor data, messages, audio, recordings, documents, metadata, support histories, business information and other content processed by AI, automations, connectors, MCP or integrations.

10.1.5. The CUSTOMER must not enter, send, request processing of or make available to AI Services, MCP, connectors, automations or integrations any sensitive data, trade secrets, credentials, API keys, tokens, passwords, banking data, card data, confidential information, health data, biometric data, minors' data or third-party personal data without an appropriate legal basis, operational necessity, applicable authorization and compatible controls.

10.1.6. To enable AI Services, MCP, automations, transcription, voice, analytics, messaging, hosting, security and integrations, NVOIP may engage suppliers, subprocessors, infrastructure providers, AI model providers, speech recognition providers, speech synthesis providers, messaging providers, storage providers, security providers and other providers necessary to perform the services, subject to reasonable contractual, technical and organizational data protection measures.

10.1.7. NVOIP will not use the CUSTOMER's Input Data for public training of third-party foundation models where a contractual or technical option exists to prevent such use, except with the CUSTOMER's express authorization or where permitted by applicable law. NVOIP may use aggregated, anonymized or statistical data, telemetry, metadata and non-identifiable information for security, platform improvement, abuse detection, quality, auditing, product development and operational analysis.

10.1.8. When the CUSTOMER enables MCP, connectors, integrations, webhooks, APIs or external tools, the CUSTOMER authorizes the Nvoip Platform and its authorized agents to access, query, transmit, process, create, change, delete, execute or synchronize information and actions in connected systems within the scopes, permissions, credentials and settings supplied or approved by the CUSTOMER.

10.1.9. The CUSTOMER is responsible for configuring the minimum necessary scopes, permissions, users, tokens, credentials, webhooks, access lists, internal policies, audit records and revocations for the connectors, MCP and integrations it enables. NVOIP will not be liable for damage, losses, deletions, changes, unavailability, charges, leaks or acts in third-party systems arising from authorization, configuration, credentials, permissions, instructions, data or integrations supplied by the CUSTOMER.

10.1.10. AI, MCP, APIs, connectors, agents, automations, chatbots, voicebots and similar resources must not be used to: (i) bypass technical, commercial or security limits; (ii) obtain unauthorized access to data, systems or credentials; (iii) engage in spam, fraud, social engineering, phishing, abusive scraping, data enumeration, attacks, vulnerability exploitation or deceptive impersonation; (iv) generate, send or automate unlawful, abusive, discriminatory, misleading or unsolicited communications; (v) make automated decisions with significant legal effects without a legal basis, transparency and human supervision where required; or (vi) violate third-party rights, Anatel rules, messaging rules, consumer protection rules, the LGPD or other applicable laws.

10.1.11. NVOIP may, at its discretion, limit, suspend, block, revoke, audit, log, reduce scopes, require reauthentication, require additional validation, disable tools, prevent tool calls, restrict connectors, block prompts, block workflows or prevent execution when it identifies a security risk, abuse, a leak, prompt injection, misuse, anomalous behavior, breach of contract, violation of law or risk to the Nvoip Platform, customers, users or third parties.

10.1.12. The CUSTOMER acknowledges that integrations and connectors with third-party systems are subject to those third parties' terms, policies, limits, availability, charges, security and changes. NVOIP does not guarantee the availability, continuity, compatibility, absence of errors or maintenance of third-party features.

10.1.13. The CUSTOMER is responsible for the content, instructions, prompts, workflows, settings, knowledge bases, documents, templates, messages, responses and automated actions it creates, imports, approves or enables on the Nvoip Platform, including their truthfulness, lawfulness, suitability, copyright, image rights, privacy, confidentiality, customer service, messaging rules, industry standards and regulatory obligations.

10.1.14. NVOIP may record logs, metadata, prompts, responses, tool executions, API calls, MCP events, automated actions, identifiers, timestamps, users, IP addresses, scopes, integrations and other technical information necessary for security, auditing, support, fraud prevention, incident resolution, legal compliance, platform improvement and defense of rights, subject to applicable law.

10.2. The PROVIDER may implement security measures in the service contracted by the CUSTOMER to prevent access to the Nvoip Platform by hackers, intruders or fraudsters.

10.3. The CUSTOMER acknowledges that, regardless of the contracted service, certain resources may be limited per hour, day, week or month as a security measure. Such measures may be changed upon the CUSTOMER's express request and the PROVIDER's agreement.

10.4. If the PROVIDER identifies an attempted access, attack or fraud against the Nvoip Platform by hackers, intruders or fraudsters, access by IP address, user, account or service, among others, may be blocked.

11. TERMINATION OF THE AGREEMENT

11.1. In the circumstances below, the Parties may terminate the General Terms of Subscription and Terms of Use at any time through the communication described in item 9.2:

11.1.1. Breach of these General Terms of Subscription and Terms of Use not remedied within 10 (ten) calendar days after receipt of notice from the other Party;

11.1.2. Cancellation of services as described in items 7 and 8;

11.1.3. Service inactivity as described in item 8.9; and

11.1.4. A request for credit recovery, declaration of bankruptcy or judicial or extrajudicial liquidation proceedings involving either Party or, for an individual, civil insolvency or death.

11.2. Notwithstanding any provision to the contrary, the PROVIDER may unilaterally terminate this instrument if, at any time, NVOIP, acting in good faith, has reason to believe that:

11.2.1. The CUSTOMER has used or is using the contracted services to commit crimes, bribery or fraudulent acts;

11.2.2. The CUSTOMER, its representative or the information supplied by them is false or has been compromised;

11.2.3. The CUSTOMER has disrespected the PROVIDER's employees and/or representatives, offending their honor, private life or personal and family privacy; and

11.2.4. The Permanent Total or Partial Blocking described in item 8.5 was necessary to preserve the PROVIDER's rights and CUSTOMERS' security.

11.3. Termination under items 11.1 and 11.2 above will not entitle the CUSTOMER to any refund or compensation.

11.4. If termination occurs for the reason described in item 11.2, subparagraph “c”, the PROVIDER will refund amounts purchased but not used by the CUSTOMER.

11.5. Annual Plans contracted by the CUSTOMER may be refunded proportionally to the time remaining until the end of the agreement if an exclusive failure by the PROVIDER in providing the service is proven.

11.6. For refunds of annual plans where exclusive failure by the PROVIDER is not proven, the discount granted for purchasing the Annual Plan will be removed, and monthly amounts for the period used by the CUSTOMER, including activation fees, will be deducted as if the CUSTOMER had selected the monthly plan at the time of purchase.

11.7. Refunds will use the same method as the CUSTOMER's payments and the same account holder, CNPJ, CPF or equivalent foreign tax identification, and other information registered with the PROVIDER.

11.8. If an electronic service invoice (NFS-e) has been issued, a refund will only be possible after the CUSTOMER sends a letter withdrawing from the services so that the NFS-e can be canceled.

11.8.1. The refund period for payments made by credit card or PayPal depends on the CUSTOMER's credit card issuer. The PROVIDER has up to 7 business days to request the reversal from the card issuer.

11.8.2. Refunds for payments made by bank payment slip (boleto) or PIX will occur within 7 business days.

11.8.3. The refund period begins after the PROVIDER checks the documentation required for the refund and informs the CUSTOMER that it has been accepted.

11.8.4. The CUSTOMER is fully responsible for the banking information supplied for the refund.

11.9. The CUSTOMER acknowledges that, following termination of the General Terms of Subscription and Terms of Use for any reason, NVOIP may keep the account, operational data and histories recoverable for an operational period of up to 180 (one hundred and eighty) calendar days, subject to technical availability and applicable rules. After that period, NVOIP may anonymize or delete personal data and recordings that are no longer necessary, subject to the retention grounds in item 16.5 and applicable law.

11.10. An objection made by the CUSTOMER under items 2.2 and 2.3 of these General Terms of Subscription and Terms of Use constitutes withdrawal from subscribing to the services, in accordance with Article 49 of the Brazilian Consumer Protection Code. The CUSTOMER is entitled to a refund of purchased and unused credits (excluding bonus credits), provided withdrawal occurs within 7 (seven) calendar days of activation.

11.10.1. The PROVIDER may accept withdrawal from the services within up to 30 (thirty) days of activation, provided the balance has not been used for Transactional Services.

11.10.2. Where the balance has been used for Transactional Services or subscriptions to international virtual numbers or special virtual numbers, regardless of the time elapsed, the service will be considered provided and purchased and used credits will not be refunded. Voice Allowances are subject to the specific rules in item 3.11.13, including the right of withdrawal and deduction of consumed minutes.

12. NUMBER PORTABILITY

12.1. The PROVIDER may, at its sole discretion, port numbers to a Partner Carrier to ensure availability of Virtual Number, International Virtual Number and National Number services. Porting a number to a Partner Carrier does not affect the General Terms of Subscription and Terms of Use, and the CUSTOMER will have no contractual relationship with the Partner Carrier.

12.2. The CUSTOMER acknowledges and agrees that the PROVIDER may share data with the Partner Carrier where necessary to complete number portability.

12.3. The CUSTOMER acknowledges and agrees that, in some cases, portability will require transferring the number's registered ownership with the Partner Carrier to NVOIP. After that transfer, if the CUSTOMER requests portability to another carrier, it may be refused, and such refusal may not be attributed to NVOIP as bad faith or grounds for liability. In this case, the CUSTOMER must notify NVOIP of the request to port to another carrier so that NVOIP can take the appropriate steps, provided the CUSTOMER is up to date with payments to NVOIP.

12.4. Portability from another carrier to NVOIP: the CUSTOMER also acknowledges that the service performed by the PROVIDER is subject to the commercial conditions established by the Origin Carrier. The CUSTOMER may not require the PROVIDER to port all numbers, even where the PROVIDER has coverage in the city or has issued a positive portability assessment.

12.4.1. The portability period may vary from 3 (three) to 30 (thirty) business days, depending on the availability and commercial conditions established by the Origin Carrier.

12.4.2. All portability will be scheduled and subject to the Destination Carrier's availability. The PROVIDER therefore cannot be required to complete portability within a period or on a date different from that established by the Origin Carrier.

12.5. Portability from Nvoip to another Carrier: the CUSTOMER acknowledges that requests to port NVOIP numbers to another carrier must be made by the Destination Carrier and will only be released by the PROVIDER when the CUSTOMER is up to date with payments, in good standing with NVOIP, and has an active number and subscription, unless a regulatory obligation provides otherwise. Responsibility for initiating and monitoring the portability process, validating registration information, supplying documentation, deadlines, responses, outstanding issues and discrepancies rests with the CUSTOMER and/or the Destination Carrier, as applicable. NVOIP will not be responsible for delays, refusals, cancellations, registration discrepancies, failure by the CUSTOMER to respond, missing documentation or rejection by third parties where the cause is not proven attributable to NVOIP.

12.5.1. Upon receiving a port-out request from a destination carrier, NVOIP may request confirmation through the primary registered email, an authorization link, the panel or another secure means. Failure to respond, a response outside the stated deadline, registration discrepancies, suspected fraud, an inactive number, a canceled subscription or nonpayment may prevent, cause refusal of or cancel confirmation of portability, without constituting an improper impediment to porting out.

12.6. CUSTOMERS whose services have been suspended or canceled must check with the PROVIDER whether the number can be reactivated before requesting portability. NVOIP may release, confirm, refuse, cancel, complete or allow automatic continuation of portability, including port-out, where there is a regulatory obligation, expiry of a deadline, failure by the CUSTOMER to respond, an Administrative Entity determination, a carrier rule, a technical requirement, registration inconsistency, nonpayment, loss of the right of use, service cancellation, number unavailability or another circumstance provided for in regulations, applicable operational procedures or this Agreement.

13. OBLIGATIONS OF THE PARTIES

13.1. The CUSTOMER must: (i) have a Broadband Access connection with at least 60 Kbps upload and download per channel (active call), supplied by a carrier selected at its sole discretion; (ii) follow the technical recommendations and specifications supplied by the PROVIDER; (iii) use its Nvoip Platform access password correctly and securely; (iv) safeguard its password and registration information; (v) monitor breaches of its network; (vi) refrain from using the PROVIDER's services to incite, threaten, offend, damage the reputation of, invade the privacy of or harm third parties; (vii) respect the law, morality and accepted standards of conduct; (viii) respect the PROVIDER's employees and their rights to honor, private life, image and personal and family privacy; (ix) refrain from discriminatory acts against the PROVIDER's employees based on sex, race, religion, beliefs, age or any other condition; and (x) refrain from harming Nvoip Platform users through unknown programs, viruses, unauthorized access or changes to files, programs and data.

13.1.1. The CUSTOMER must also: (i) use the Nvoip Platform's services, APIs, SIP, extensions, AI, MCP, connectors, automations, chatbots, voicebots, integrations and tools only for lawful purposes consistent with the contracted plan and this Agreement; (ii) maintain control and security over credentials, tokens, SIP passwords, API keys, integrations, connectors, agents and granted permissions; (iii) obtain the consents, authorizations, notices, legal bases and permissions necessary for data processing, recording, transcription, AI use, messaging, automations, calls, customer-service analysis and use of third-party data; (iv) supervise automated activities, AI agents, workflows, integrations, MCP and connectors enabled in its account; and (v) refrain from using the Nvoip Platform to bypass limits, resell without authorization, share resources with third parties, conceal the purpose of use, operate concierge, intercom or access control services without a specific contract, automate abusive traffic or engage in use incompatible with the contracted plan.

13.1.2. Certain requests, registration, financial, tax, contractual, technical or security changes, user permissions, email changes, ownership transfers, payment-method changes, resource releases, portability, cancellation, reactivation, transfers, access to financial information or acts considered critical by NVOIP may depend on validation, confirmation or authorization by the primary user, account administrator, legal representative, registered holder or a person expressly authorized by the CUSTOMER.

13.2. NVOIP must: (i) provide 99.5% (ninety-nine and fifty hundredths percent) uptime, noting that service quality inherently depends on external factors beyond its control, such as the time of access, access to congested or slower networks, the Internet destination, the number of people simultaneously connected to the Internet service provider, modem operation and others; and (ii) provide technical support by email, chat or telephone according to the service contracted by the CUSTOMER. The technical support response time is up to 8 (eight) business hours and may vary according to the problem identified by the PROVIDER's support team.

14. NVOIP'S LIABILITY

14.1. The PROVIDER will not be responsible for: (i) failures, delays, stoppages, dropped connections, instability, loss of quality, audio failures, echo, latency, jitter, packet loss, SIP registration failures, call completion failures, failures in sending or receiving messages, unavailability of integrations, APIs, IVRs, queues, chatbots or voicebots, or service interruptions caused by limitations or failures in the CUSTOMER's network, Internet connection, Internet service provider, NAT, firewall, routers, port blocking, codecs, equipment, software, applications, credentials, settings, third-party systems or any other cause not proven attributable to the PROVIDER; (ii) service quality where the CUSTOMER uses an inadequate, unstable, congested, limited, blocked, filtered connection or one incompatible with technical recommendations; (iii) the CUSTOMER's lack of care or security in using its Nvoip Platform access password, allowing third parties to learn it; (iv) inability to communicate with the CUSTOMER where registration information is incorrect or outdated; (v) configuration of and/or support for equipment and software contracted from third parties or owned by the CUSTOMER; or (vi) any telephone interception carried out and used by the CUSTOMER. If legal action is brought against NVOIP in this regard, NVOIP will have a right of recourse against the CUSTOMER.

14.2. The PROVIDER may assist the CUSTOMER in dealing with the contracted third party to resolve network problems reported by the CUSTOMER, provided they are identified as procedures within that third party's responsibility.

14.3. The PROVIDER does not guarantee that interconnection problems with non-partner carriers will be resolved within the period stipulated by Anatel, given the absence of direct contact between the PROVIDER and those carriers. In such cases, the PROVIDER undertakes to carry out all procedures necessary to resolve the interconnection problem.

14.4. Considering the CUSTOMER's obligations in item 13.1, if the CUSTOMER detects unauthorized access to its account, it must immediately notify the PROVIDER to block access and change access credentials. The CUSTOMER is not entitled to reimbursement of amounts consumed before blocking.

15. GENERAL PROVISIONS

15.1. Contracted services or credits available in the CUSTOMER's account may not be transferred to another CUSTOMER or account, even during portability, except in specific cases authorized by the PROVIDER.

15.2. If the CUSTOMER requests a change to the CNPJ or CPF in the PROVIDER's records, the holder of the new information must give new Digital Acceptance of these General Terms of Subscription and Terms of Use, which may only be waived by express written agreement.

15.3. Transfer of registered ownership of a Virtual Number, International Number or National Number will only take place after an Ownership Transfer Agreement is digitally signed by the CUSTOMER using an ICP certificate.

15.3.1. Transfer of account ownership, where permitted by NVOIP, may involve transfer or regularization of rights to use numbers, resources, services, credits, responsibilities, history, financial obligations, registration information and other elements linked to the account, always subject to NVOIP's review. Transfer of numbers alone, without transferring the account or involving movement of numbering between different CNPJs, accounts or holders, may be handled as portability, assignment of usage rights, registration regularization or another applicable procedure, according to regulations, carriers, the Administrative Entity, technical availability and NVOIP's criteria.

15.4. NVOIP may, at its discretion, stop selling or discontinue any service upon 30 (thirty) days' prior notice to the CUSTOMER. If NVOIP discontinues a service, the CUSTOMER may request transfer to another service or termination of this Agreement at the end of that service's term, without any charge.

15.5. The PROVIDER's tolerance in requiring strict compliance with these General Terms of Subscription and Terms of Use or exercising any prerogative arising from them will not constitute novation or waiver or affect its rights, which may be exercised in full at any time.

15.6. The PROVIDER may transfer part or all of its rights and obligations under this instrument to third parties.

15.7. The Parties declare that they cannot be held responsible for failure to perform their obligations hereunder in the event of a proven fortuitous event and/or force majeure. The Party prevented from performing must immediately notify the other in writing or by recorded telephone call and provide evidence of the event.

15.8. The CUSTOMER declares, under penalty of law, that any attorneys-in-fact/legal representatives are duly appointed under the relevant Articles of Association or Bylaws and have authority to accept this instrument and assume the obligations undertaken herein.

16. BRAZILIAN GENERAL PERSONAL DATA PROTECTION LAW (LGPD)

Nvoip undertakes to adopt all necessary measures to ensure compliance with the Brazilian General Personal Data Protection Law (LGPD — Law No. 13,709/2018), ensuring the privacy and security of personal data processed in providing its services. The CUSTOMER acknowledges that the PROVIDER complies with general data protection laws within the dates established by applicable legislation. Data is collected, processed, stored and protected through technical and administrative measures ensuring its integrity, confidentiality and availability. Data use is limited to providing the contracted services and data is not shared for other purposes without the CUSTOMER's express consent.

16.1. Data Collection and Processing: Nvoip may collect and process users' personal data for: a) Performance of the Agreement — provision of contracted services, including billing, technical support and platform maintenance; b) Compliance with Legal and Regulatory Obligations — compliance with applicable rules, including Anatel and supervisory authority requirements; c) Legitimate Interest — continuous improvement of the user experience, fraud prevention and platform security, respecting data subjects' rights; and d) Consent — where legislation requires prior consent for data processing, it will be requested clearly and specifically.

16.2. Security and Storage: collected data will be stored in a secure, controlled environment with technical and organizational measures to prevent unauthorized access, security incidents or improper processing.

16.3. Data Sharing: users' personal data may be shared with third parties only where necessary, under the following criteria: service providers engaged to enable performance of the agreement; regulatory authorities and government bodies where legally required; and strategic partners with user consent where applicable. Nvoip does not sell, assign or share personal data for advertising purposes without the user's express authorization.

16.3.1. The CUSTOMER acknowledges that service provision may involve personal data processing by service providers, processors, subprocessors, infrastructure providers, AI providers, transcription providers, speech synthesis providers, messaging providers, carriers, technical partners and other third parties necessary for performance of the agreement, support, security, storage, processing, telecommunications, AI, automations and integrations.

16.3.2. Sharing or processing by third parties necessary to perform the contracted services will not be considered sharing for an independent advertising purpose, sale of data or assignment of a database, provided it is carried out for contractual, technical, operational, legal, regulatory, security or defense-of-rights purposes.

16.3.3. Where the CUSTOMER acts as controller of the personal data of its users, employees, visitors, end customers or third parties, it is responsible for informing data subjects, obtaining applicable legal bases, fulfilling data subjects' rights and ensuring that use of the Nvoip Platform, AI, recordings, transcriptions, chatbots, voicebots, MCP, connectors and automations complies with the LGPD and other applicable rules.

16.3.4. NVOIP may process metadata, logs and aggregated, anonymized or statistical data for security, fraud prevention, abuse prevention, platform improvement, support, auditing, quality analysis, product development and defense of rights, subject to applicable law.

16.4. Data Subjects' Rights: under the LGPD, users may exercise the following rights: Access — request information on the data processed by Nvoip; Correction — request updating or rectification of incorrect data; Deletion — request erasure of personal data, subject to legal exceptions; Portability — request transfer of data to another service provider where applicable; and Withdrawal of Consent — withdraw consent for processing based on that legal basis. Requests must be submitted to [email protected] and will be answered within the statutory period.

16.5. Data Retention, Anonymization and Deletion: after account closure or expiry of the operational recovery period, NVOIP may anonymize or delete account personal data no longer necessary, such as name, email, CPF/CNPJ, non-mandatory registration information and call recordings, subject to applicable technical and legal periods. Deletion or anonymization does not apply to data, logs, call reports, usage records, numbering data, tax, accounting, contractual, minimum registration or regulatory information or other records that must be retained to comply with legal or regulatory obligations, satisfy Anatel, law enforcement, judicial or governmental authorities, prevent fraud, conduct audits, ensure security or defend rights. These records may be retained for the applicable statutory or regulatory period, including up to 5 (five) years where required, and used only for legally permitted purposes.

16.6. Whenever NVOIP's services involve customers, users, visitors, data subjects, calls, messages, data, numbers, routes, carriers, providers, platforms, integrations, messaging, AI, connectors or rules from other countries, the CUSTOMER acknowledges that NVOIP may adapt, limit, suspend, deny, require validations, collect additional information, share necessary data, change workflows or cease making resources available to comply with laws, regulations and rules concerning privacy, data protection, telecommunications, consumers, KYC, KYB, fraud prevention, security, WhatsApp, Meta, carriers, authorities, the GDPR and other applicable foreign laws. NVOIP has specific privacy policies available at the following link. By accepting these terms, you agree that you have read and accept those policies: https://www.nvoip.com.br/en/privacy-policy/

17. AUTHORIZED AGENT PROGRAM

17.1. The program aims to promote Nvoip through Authorized Agents, who receive monetary compensation (by account deposit) and non-monetary compensation (by purchasing products available on the platform) for referrals that become paying Nvoip customers.

17.2. The Authorized Agent Program allows THIRD PARTIES — individuals or legal entities designated as Authorized Agents — to receive a monetary or non-monetary reward for referring NEW CUSTOMERS to Nvoip, for a specified period chosen by Nvoip, provided they meet the Program's requirements.

17.3. Authorized Agent Program requirements: (a) be an active Nvoip customer, meaning having at least one contracted product; and (b) be an individual or legal entity duly registered and active in Brazil, or an individual or legal entity duly registered and active in another country, to receive monetary and non-monetary rewards.

17.4. Authorized Agent Qualification: Authorized Agents are classified into levels and receive monetary and non-monetary rewards according to their level.

17.4.1. The level and monetary reward amount will follow the PROVIDER's current schedule, made available to Authorized Agents.

17.4.2. The PROVIDER may, at its sole discretion and at any time, change targets and monetary reward amounts.

17.4.3. In the event of payment reversals or chargebacks, the monetary or non-monetary reward amount will be deducted from the Authorized Agent's account.

17.5. Qualification may occur monthly, quarterly, semiannually or annually, at Nvoip's sole discretion. The new level will be announced by the 20th day of the month following the end of the period.

17.6. Advancement or reduction in level will follow the PROVIDER's current schedule, available to Authorized Agents in the panel.

17.7. Authorized Agents who fail to reach the minimum amount required to remain at their level will move to the previous level, down to the first level.

17.8. Authorized Agents are requalified according to the rules made available by the PROVIDER.

17.9. Authorized Agents receive the amounts corresponding to their referrals monthly in their Nvoip account.

17.10. To convert amounts into non-monetary rewards, Authorized Agents can use the credits to purchase products on https://painel.nvoip.com.br.

17.11. To convert amounts into monetary rewards, Authorized Agents must comply with the following rules:

17.11.1. Brazilian individuals must be Brazilian citizens by birth or naturalization, have a fixed residence in Brazil, an active CPF registration and a bank account in their own name to receive payments through PIX or TED.

17.11.2. Non-Brazilian individuals must not have a fixed residence in Brazil or be naturalized Brazilian citizens and must have a PayPal account in their own name to receive payments through account-to-account transfers.

17.11.3. Brazilian legal entities classified as MEI must have an active CNPJ with CNAE 7319-0/02, a bank account in their own name and issue an electronic service invoice for services performed under that CNAE. Businesses not classified as MEI must have an active CNPJ with one of the following CNAEs: 4619-2/00, 7490-1/04 or 7319-0/02, a bank account in their own name and issue an electronic service invoice for services performed under the applicable CNAE.

17.11.4. Non-Brazilian legal entities must have a company established in a country in Europe or the Americas, a valid VAT registration and a PayPal account to receive payments through account-to-account transfers.

17.11.5. The Authorized Agent is fully responsible for identifying which category of person or entity it falls under for receiving monetary rewards.

17.11.6. The minimum amount for conversion into panel credits is BRL 25.00 (twenty-five Brazilian reais), and the minimum amount for monetary payment is BRL 100.00 (one hundred Brazilian reais).

17.11.7. Monetary payments will be made on the 25th day of the month following the month in which referred customers' sales convert, provided the tax document is submitted by the 15th day of that same payment month.

17.11.8. Credit conversions will be carried out automatically upon the Authorized Agent's command in the Nvoip Panel and cannot be reversed into monetary payment after conversion.

17.11.9. For monetary payments to Brazilian individuals, amounts relating to INSS and IRPF will be withheld, and an RPA will be issued in the Authorized Agent's name.

17.11.10. For monetary payments to international individuals or legal entities, 15% will be withheld for IRPF.

17.12. The Authorized Agent Program may only be used in good faith for lawful purposes. The following are prohibited: (a) creating more than one account to invite yourself; (b) inviting others who have created duplicate accounts; (c) using alternative contact information to invite yourself or others who have created duplicate accounts; (d) using our Service deceptively or fraudulently to benefit from the Authorized Agent Program; (e) using the Program: (i) in any way that violates applicable local, national or international laws or regulations; (ii) in any unlawful or fraudulent way or for any unlawful or fraudulent purpose or effect; (iii) in any way contrary to any other agreements we have with you, including our Customer Agreement and Acceptable Use Policy; or (iv) in any way harmful to our interests; and (f) transmitting unsolicited or unauthorized advertising or promotional materials or any similar solicitation (spam).

17.13. If an Authorized Agent is suspected of not using the Program in good faith, breaching this Agreement or acting contrary to Program rules, NVOIP may: a) refuse payment of the referral bonus; and b) suspend or terminate this Agreement, participation in the Authorized Agent Program or access to our Services under the applicable and accepted Customer Agreement.

17.14. Participants acknowledge and agree that termination of participation in the Authorized Agent Program or access to Nvoip Services may result in loss of bonuses, credits or rewards not yet paid, converted or duly accrued, subject to Program rules and circumstances involving fraud, abuse, chargebacks, cancellation or contractual breach.

17.15. If abuse, fraud, violation of Program rules or use contrary to this Agreement is suspected, Nvoip may investigate, request explanations, suspend payments, suspend the Authorized Agent's participation, cancel bonuses or terminate participation, taking account of good faith, available records and the seriousness of the conduct.

17.16. Nvoip may, based on commercial, operational, security, fraud prevention, abuse prevention or Program sustainability criteria: (a) modify, change, cancel or restrict the Authorized Agent Program for some or all users, or change referral bonus rules, with notice through the usual channels where applicable; and (b) terminate the Program for commercial, operational or regulatory reasons, fraud, abuse, unviability or strategic change, with notice through the usual channels where applicable.

17.17. If the Authorized Agent Program or the Authorized Agent's access to Services ends, Nvoip is not required to pay commissions generated after Program termination, after suspension of participation or arising from fraud, abuse, chargebacks, cancellation, contractual breach or invalid referrals. Commissions duly accrued before termination may be paid under the Program's applicable rules unless there is evidence or confirmation of irregularity.

18. RESELLER PROGRAM

18.1. The Nvoip Reseller Program aims to enable other businesses to purchase Nvoip products for resale to their own customers, ensuring quality, efficiency and compliance with industry regulations.

18.2. Requirements to become a Nvoip Reseller:

18.2.1. Have an active CNPJ classified as ME (Microenterprise) or higher, excluding MEI or lower classifications.

18.2.2. Have a valid Fixed Switched Telephone Service (STFC) authorization issued by Anatel to resell telecommunications services such as Virtual Numbers, 0800 numbers and call rates.

18.3. Reseller Levels (“Tiers”)

18.3.1. The Program has reseller levels (“Tiers”) defined in the current schedule, with different product prices based on the reseller's Tier.

18.3.2. Tiers are reviewed periodically based on the previous period's Minimum Monthly Consumption (CMM), and subscription and product prices are adjusted automatically.

18.3.3. Tiers may be reviewed monthly, quarterly, semiannually or annually, and the average of recent periods may be used in the calculation, provided at least 30 days' prior notice is given.

18.4. Reseller Responsibilities

18.4.1. Customer data management: resellers are responsible for entering and keeping their customers' data accurate and up to date on the platform.

18.4.2. Regulatory compliance: data of customers using telecommunications services will be sent to Anatel monthly in accordance with current regulations.

18.4.3. Good practices: resellers must ensure their customers comply with Anatel rules.

18.4.4. Resellers are responsible for any unlawful acts or noncompliance by their customers in using the services.

18.4.5. Resellers must immediately report to Nvoip any irregularities identified involving their customers.

18.4.6. End-customer service: Nvoip's direct support is available exclusively to resellers. Resellers' customers must be served directly by the reseller, which is responsible for sales, after-sales service and technical support for its customers.

18.4.7. Resellers must ensure that their end customers comply with this Agreement, acceptable use policies, security rules, Anatel rules, LGPD rules and limits on use of Nvoip Platform resources, including AI, MCP, APIs, connectors, automations, SIP, extensions and SIP Trunks.

18.4.8. Resellers are responsible for informing their end customers of the technical, commercial, regulatory and acceptable use limits applicable to services, including intensive use of extensions, remote concierge services, intercom systems, access control, automation, intensive internal use, AI, MCP, APIs and connectors.

18.4.9. NVOIP may analyze resellers' end-customer usage individually or in aggregate, considering consumption, number of accounts, extensions, channels, calls, integrations, equipment, APIs, AI, MCP and other technical or commercial indicators.

18.4.10. If incompatible, abusive, atypical, irregular or disproportionate use by a reseller's end customer is identified, NVOIP may require the reseller to regularize it, apply commercial reclassification, change the Tier, require a specific plan, impose additional charges, technical limitations, suspension, blocking or cancellation of the end customer's or reseller's resources, according to severity and risk.

18.4.11. The reseller will be liable to NVOIP for costs, losses, damages, fines, sanctions, complaints, chargebacks and losses arising from its end customers' use of services, including carrier, infrastructure, AI, messaging and telecommunications costs, without prejudice to its right of recourse against the end customer.

18.4.12. The reseller must cooperate with audits, investigations, regulatory requests, security incidents, abuse analysis, fraud prevention and NVOIP requests for documents or information within the specified deadlines.

19. CONFIDENTIALITY

All information presented in writing, verbally or otherwise, tangible or intangible, supplied by one Party, the Disclosing Party, to the other, the Receiving Party, will be treated as confidential if it is in writing and marked CONFIDENTIAL.

20. DIGITAL ACCEPTANCE

The CUSTOMER reaffirms that it is aware of, agrees with and expressly accepts the PROVIDER's General Terms of Subscription and Terms of Use described in this instrument, without reservations or qualifications, which may only be waived by express written agreement.

21. JURISDICTION

The Parties elect the courts of the judicial district of Juiz de Fora, Minas Gerais, Brazil, to resolve any questions arising from interpretation of or omissions in this Agreement, excluding any other jurisdiction, however privileged.