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1. Who offers Heloow
Heloow is provided by PIXTOBIT OPERAÇÕES FINANCEIRAS LTDA, CNPJ 43.334.065/0001-86. For questions, business support, cancellation requests or to dispute a charge, please write to hi@heloow.com.
2. What the service does
Heloow is a customer support platform for websites and applications. Depending on the features enabled for each account, it offers AI chat, conversation history, human support, tickets, a knowledge base and a dashboard for website teams. The Android app uses the same account and web dashboard, with the same access permissions.
An optional integration can query current data in the customer’s system only through configured and authorized operations. The local connector keeps credentials in the customer’s environment and sends Heloow only the limited result of each authorized query. Human support may depend on the website team’s settings and support hours.
3. Account, access and permissions
Dashboard access requires an authorized account. The customer organization and its administrators are responsible for selecting team members, assigning appropriate permissions and keeping them up to date. Each person must protect their password and use only their own access. Installing the Android app does not change account permissions. Heloow may restrict access when the account, its validity, features or configured limits do not allow the requested operation.
You can create an account using the registration form, accept these Terms and confirm your email to sign in. Activating the Free plan requires no card and incurs no Heloow charges, and is subject to the features and limits listed on the Plans page. If you connect your own AI key, your chosen provider may bill usage directly. Subscribing to a paid plan is a separate step, with terms presented before confirmation.
4. Responsibilities when using the service
The client organization decides which websites, knowledge sources, integrations and information will be offered to the service. It must be authorized to use the data it configures or makes available and inform its users about data processing when necessary. Users and teams should not enter credentials, card details or other sensitive information in the chat without need and authorization.
AI-generated answers may be incomplete or incorrect. The client organization must review the content and configure the service according to its context. Performing actions, accessing private data, and installing on a website depends on applicable permissions and approvals; chat does not replace these checks.
5. Permitted use and security
Heloow must be used lawfully and within the permissions granted. It is not permitted to attempt to access third-party accounts or data, bypass limits and access controls, introduce malicious code or interfere with the availability of the service. We may limit or suspend operations to investigate abuse, preserve security, or comply with legal obligations, with appropriate communication to the account holder where appropriate.
6. Plans, limits and commercial terms
The resources, usage limits, number of sites and access period applicable to an account are defined in the commercial conditions presented to the customer. A free trial period only exists when expressly offered under these conditions, with its duration and rules informed before contracting.
Any price, currency, billing frequency, commercial trial, payment method and renewal terms will be disclosed before you subscribe. The customer must accept these Terms and the conditions presented before any charge. Payments for paid plans are processed by Stripe. The first subscription is completed through Stripe Checkout; an upgrade requires confirmation in Stripe’s secure environment for the existing subscription, with any prorated adjustment shown before confirmation.
Under Plans, the account owner with a verified email address can review the selected plan and billing terms: BRL for Brazil and USD for other accepted countries. Reviewing these terms does not start a payment; only confirmation using the final button opens Stripe’s secure environment. The paid plan is activated after Stripe confirms the subscription, not simply when you return to the website. Cancellation requests continue to be handled at hi@heloow.com.
7. Cancellation, billing and refund
To request termination of access or cancellation of a contract, write to hi@heloow.com, identifying the organization and account without sending passwords. We may request proportionate verification of ownership or authorization to protect the account. Until a self-service portal exists, this email is the cancellation channel. For a renewing paid subscription, cancellation prevents the next renewal and preserves access until the end of the paid period, unless suspension is required for security or legal obligations. There is no automatic prorated refund for the current period. Ending access does not automatically delete data that must be retained for legal obligations or the exercise of rights.
If a charge is made, questions, discrepancies, suspected incorrect charges and refund requests can be sent to the same channel. We will review the case and respect rights under applicable law, including any applicable right of withdrawal. The absence of an automatic prorated refund does not waive these rights or prevent reversal of an incorrect charge.
8. Privacy and providers
Data processing is described in Privacy Policy. The Central service uses hosting infrastructure and, depending on configuration, may send the content needed to respond to the selected AI provider. Confirmation and access-recovery emails use an email delivery provider. Customers remain responsible for the information and integrations they enable on their websites. For personal data requests, write to hi@heloow.com.
9. Changes and contact
We may update these Terms to track changes to the Service. The published version will indicate its update date. Commercial changes relevant to a contract will be communicated before their application, in accordance with the law and accepted conditions. To speak to the team about the service, use hi@heloow.com.