Terms of Use and Privacy Policy

1. Definitions

For ease of reading, the words below have the following meaning in this document, in the singular or plural:

• Platform or Guia Lupa: the Android and iPhone app, the website www.guialupa.com.br, the professional dashboard (in the app and at www.guialupa.com.br/painel), booking pages (www.guialupa.com.br/<username>), links and QR Codes, the branded websites and apps of White Label Premium subscribers, the APIs, the AI assistants and all features offered through them.
• Guia Lupa (as a company): the party responsible for the Platform, identified in the Controller and contact section.
• User: anyone who accesses the Platform, with or without an account.
• Visitor: anyone browsing without an account or without being signed in.
• Client: anyone who searches for, books, purchases, reviews or is served by professionals through the Platform, including people registered by a professional without having an account.
• Professional or Business: an individual or legal entity that publishes a profile to offer services and uses the management tools.
• Owner: the person who created the professional profile and is responsible for it. Co-owner (promoted owner): a member to whom the owner granted the same options.
• Team member: a person registered or invited by the owner to provide services or use that profile's dashboard, with the permissions granted.
• Affiliate: an individual or legal entity accepted into the affiliate program, who promotes Guia Lupa with coupons and QR Codes under a separate agreement.
• Guia Lupa Subscription: a paid plan purchased by the professional to use the Platform (Essential Profile, Individual Professional, Team Professional or White Label Premium).
• Professional's products: session packages, plans, subscriptions and charges that the professional creates and sells to their own clients. They are not the Guia Lupa Subscription.
• Credits: units purchased separately to use features with operating costs, such as WhatsApp messages and AI service, the AI Assistant and Featured Showcase.
• Animated showcase: an animated presentation of the profile shown in highlights, search and the brand page, which can be exported as a video.
• Featured Showcase: temporary posts (stories) with photos or videos, tags, music and effects, highlighted for a period paid with credits.
• White Label Premium: a subscription that gives the business its own branded website, app and page, in addition to the plan's other features.
• Content: text, photos, videos, audio, music, reviews, comments, tags, prices, documents, data and any other material sent, posted or registered on the Platform.
• Personal data, sensitive data, processing, controller, processor, data subject and data protection officer: have the meaning given by the Brazilian General Data Protection Law (Law 13,709/2018, LGPD).

2. Acceptance, capacity and documents forming part of these Terms

• Use of the Platform depends on accepting this document. Acceptance is recorded with the version, date and time, IP address and device. Some actions also require specific acceptance (for example, the affiliate agreement and consent for optional features).
• You declare that you are 18 or older and have full legal capacity, or are assisted or represented by your legal guardian, who is responsible for the use.
• Anyone using the Platform on behalf of a company declares that they have authority to accept this document on its behalf, and the company is bound by it.
• The following form part of this document, where applicable: the information shown on purchase screens (plans, limits, prices, credits and conditions), the affiliate agreement and the affiliate dashboard rules, White Label Premium agreements signed directly with Guia Lupa, the stores' refund policies and the Google Play and App Store terms.
• In case of conflict, the following prevail in this order: (i) mandatory law, especially the Brazilian Consumer Protection Code; (ii) a specific agreement signed with Guia Lupa, on specific matters; (iii) this document; (iv) on-screen information.

3. What Guia Lupa is and what it is not

Guia Lupa is a technology platform. For clients, it allows finding professionals by region, category, specialty and service, comparing profiles, prices and reviews, booking, tracking packages and plans, receiving reminders and keeping receipts and certificates. For professionals, it offers a public profile, online booking, client records, finances, packages, plans and subscriptions for clients, charges, a Pix QR Code generator, receipts, certificates, statistics, showcases, team features, WhatsApp automations and conversations, artificial intelligence features and, with White Label Premium, a branded website and app.

• Guia Lupa does not provide the advertised services and is not the employer, partner, representative, agent, payment intermediary or guarantor of professionals, nor a party to the contract between client and professional.
• Quality, safety, price, timing, performance, warranty, refunds, invoicing and compliance with professional rules (including professional councils and health authorities) are the responsibility of each professional.
• Guia Lupa does not receive, hold or transfer the money for appointments. Payments for services are made directly to the professional, by the means they indicate.
• The administration's approval of professional registrations only enables issuing certificates on the Platform and is not a certification or guarantee of qualification, quality or integrity.
• The order of search results, highlights and showcases considers region, category, text relevance, reviews, availability, profile completeness, subscription type and sponsored content (such as Featured Showcase). Paid featured content is identified as such.

4. Account, access and security

• You can sign in with Google, Apple or email and password (with email confirmation). The same account works on the website, the app and White Label branded websites and apps, and is used for client mode, professional mode and the affiliate area.
• Booking and creating a professional account require a mobile number confirmed by a code sent via WhatsApp or SMS. With a confirmed phone, the Platform may link to your account records that professionals had already created with the same number (appointments, packages, receipts and certificates).
• Keep your data true and up to date. You are responsible for keeping your access and the codes you receive confidential and for everything done with your account. Notify support immediately if you suspect misuse.
• You can view and end sessions open on other devices and sign out of all of them in Privacy and data.
• Sensitive actions, such as clearing data, deleting the account, changing the affiliate's Pix key and accessing administrative areas, require additional confirmation (a code via WhatsApp or SMS, a confirmation word or an authenticator app).
• The account is personal and non-transferable. Selling, renting, assigning or sharing the account is not allowed. To give others access to the dashboard, use the Team feature.
• You may close your account at any time, as described in the Privacy controls, clearing data and deleting the account section.

5. License to use the Platform

As long as you comply with this document, Guia Lupa grants you a personal, limited, revocable, non-exclusive, non-transferable and non-sublicensable license to install the app on devices you control and use the Platform according to its functions, for lawful purposes. On iPhone and iPad, the license also follows the App Store Usage Rules.

• The license does not include the right to copy, modify, distribute, sell, rent, sublicense, reverse engineer, decompile or create derivative works of the Platform, except where expressly permitted by law.
• Features marked as new, test or beta may change or be withdrawn at any time and are provided as is.
• Suggestions and feedback you send about the Platform may be used by Guia Lupa to improve it, without any obligation of payment or credit.

6. Search, profiles, favorites and brands

• Search considers the chosen city, regional hub, state or country and, with your permission, the device's location. Without permission, you can still search by the chosen region.
• Services, prices, photos, videos, hours, service areas, registrations and other profile information are published by the professionals, who are responsible for their accuracy.
• You can save favorites, block professionals (so they no longer appear to you) and report profiles and content.
• When you scan the QR Code or open the link of a White Label brand, sign in through the brand's website or add it in the app, the brand appears on your home screen. The business sees that you added the brand and the source (QR Code, link, website or installation). You can remove the brand at any time.

7. Appointments

• An appointment is a commitment between you and the professional. Confirmation, late arrival tolerance, rescheduling, cancellation, no-shows, deposits and refunds follow the rules stated by the professional in the profile and the law.
• Some appointments remain pending until the professional confirms. The professional may decline, reschedule or cancel, and you will be notified.
• For home visits, you choose one of your saved addresses (up to three, with a name) or enter another one at the time. The professional receives the chosen address.
• You receive confirmations, reminders and change notices through the app, push notifications, email or WhatsApp from the professional or the Platform.
• Waiting lists and recurring appointments depend on the professional's availability and rules.
• Do not book appointments you do not intend to keep. Frequent no-shows and cancellations may lead the professional to decline new bookings and, in case of abuse, to account restrictions.
• After the appointment, you may review the professional as set out in Part V.

8. Packages, plans, subscriptions and payments purchased from professionals

• Session packages, plans and client subscriptions are offered, charged and managed by the professional, who sets price, validity, number of sessions, renewal, discount and cancellation.
• Guia Lupa only records and shows the balance, redemptions, payments and history entered by the professional. Questions, disputes and refunds must be handled with the professional.
• When the professional shows a Pix QR Code or code, check the recipient's name and amount in your banking app before paying. Guia Lupa does not take part in the transfer.
• The interest button on a plan opens a WhatsApp conversation with the professional; the purchase takes place between you.

9. Products in businesses' Shops

• Some businesses show products in the Shop on their page. Products are offered, sold, prepared and delivered by the business itself, which sets prices, stock, pickup and delivery options, fees, exchanges and returns. Guia Lupa is not the seller, is not a marketplace for these products and does not take part in the sale.
• When you place an order, the business receives your name, phone number, the chosen products, the fulfillment option, the delivery address (when applicable) and the note you write, in order to fulfill the order.
• Payment is made directly to the business (Pix to its key, cash or card at pickup/delivery). Before paying by Pix, check the recipient's name and the amount in your bank app. Guia Lupa does not receive, confirm or refund the payment.
• The receipt you upload (image or PDF) is stored privately and is visible only to you and to the business of the order. Upload only the receipt, without other documents.
• Questions about products, deadlines, delivery, exchanges, defects, refunds and consumer rights must be handled with the business, which is the supplier under the Consumer Protection Code. You can cancel the order in the app or website while it has not been confirmed.

10. Receipts and certificates you receive

• Receipts and certificates issued by professionals are available under Account › My receipts and certificates (app) and My account (website), with unique, hard-to-guess links.
• The content is the responsibility of the professional who issued it. Discrepancies must be handled with them.
• Anyone with the link or QR Code of a certificate can verify its authenticity. The professional chooses whether the link shows the full document or only the authenticity confirmation. Store and share these links carefully.
• Altering, forging or using documents misleadingly is prohibited.

11. Free use for clients

Guia Lupa is free for clients. If any paid feature for clients is created, price and conditions will be clearly disclosed before purchase, and nothing will be charged without your confirmation.

12. Professional profile, qualifications and publication

• Truthful profile: trade name, logo, cover, presentation, categories and specialties, services, prices, photos, videos, address, service area, hours, professional registrations, policies and contacts must be true, current and yours. Advertised prices and conditions must be honored.
• Qualifications: you declare that you hold the qualifications, licenses, permits, registrations and memberships required for your activity and comply with applicable law, including the Consumer Protection Code, Decree 7,962/2013 (e-commerce), health, tax and accessibility rules and the rules of professional councils.
• Professional registrations: each registration is linked to a team professional, with a title (Dr., Prof., Mr., Ms. or equivalents), council, number and state. Registrations with a number await administration approval to issue certificates, which may be refused or revoked in case of doubt or irregularity. A title-only registration is formal and does not issue certificates.
• Address and privacy: you choose whether the full address appears on the profile; otherwise only the neighborhood and city appear. Public contacts you register are visible to everyone.
• Publication: the profile appears in search while published, with an active subscription and no impediments. You can pause publication. With White Label Premium, you may choose not to appear in Guia Lupa search.
• Custom categories and specialties you create only serve to organize your services, do not appear in the public catalog and may be mapped to the official catalog when the name already exists.
• Portfolio and media: photos and videos must show real work. To show clients or third parties, you must have their authorization, including for use of image and voice, and follow your council's advertising rules (for example, before-and-after photos and promises of results).
• Service: you are responsible for performing the services, keeping your schedule, your relationship with clients, the cancellation rules you state and the cancellations you make.

13. Management tools

• Calendar, working hours, breaks, shifts, booking rules, days off, vacations, blocks, special hours, holidays, waiting list and recurrences: you configure your own availability and are responsible for keeping it correct.
• Clients: the client base, records, notes, invitations and history are your data about your clients (see the section Processing of the professional's client data).
• Finances: entries, income, expenses, forecasts, charts, exports and closings are entered by you and are for management control. They do not replace bookkeeping, invoicing or tax obligations, which remain yours.
• Pix QR Code generator: the QR Code and copy-and-paste code are generated with the Pix key and amount you enter. Guia Lupa is not a payment institution and does not receive, hold, confirm or reverse transfers. You confirm receipt in your bank. A wrong key or amount is the responsibility of whoever registered it and whoever paid.
• Packages, plans, subscriptions and charges for clients: you define and communicate the conditions, record redemptions, payments, discounts and reversals and are responsible for them before clients and the law.
• Statistics, forecasts and routes are estimates based on available data and may differ. Routes open third-party map services (such as Google Maps and Waze).
• Records and notes are not a certified electronic health record. If your profession requires records with specific requirements (for example, minimum retention, digital signature or certification), keep them in the appropriate system; you are responsible for the retention required by your council.
• We recommend keeping your own copies of important information, such as financial reports and issued documents, using the available exports.

14. Receipts, certificates and statements

• Receipts are generated from the payments you recorded. You are responsible for the accuracy of the amounts and receipt data. Receipts do not replace invoices where these are required.
• Medical certificates and attendance statements may only be issued by qualified professionals with an approved registration, activation by the owner and team permission, within the legal and ethical limits of the profession.
• Each certificate has an unguessable link, QR Code, authenticity code and a consultation number generated on every opening. You choose what the patient and anyone opening the link see: the full document or only the authenticity confirmation.
• The ICD code or any health information may only be included with the patient's express authorization, according to your council's rules. You are fully responsible for the content, accuracy and confidentiality of the document.
• Cancelled certificates display CANCELLED, without health data.
• Issuing a false certificate or statement, for yourself or others, or using the Platform to do so is prohibited, may constitute a crime under Brazilian law (Penal Code, arts. 299 and 302) and leads to immediate blocking of the feature and the account, without prejudice to reporting to the authorities and the professional council.

15. Team, permissions, owners and privacy between professionals

• On plans with a team, the owner registers professionals and may invite them by email (single-use link with an expiry date) to use the dashboard with their own account, defining by area what each one sees and does: calendar (own only or the whole team), clients, finances, packages, plans and charges, services, issuing certificates, statistics, reviews, profile and portfolio, and WhatsApp.
• Exclusive to the owner: team and permissions, Guia Lupa Subscription, WhatsApp connection and certificate activation. With White Label Premium, the owner may promote a member to owner, with the same options; the original owner remains the profile's owner and cannot be removed or demoted.
• The activity log shows who confirmed, completed, recorded payments, redeemed sessions, reversed, issued certificates and other relevant actions.
• With White Label Premium, each professional may make their calendar, finances and sales private, choosing who can see them. Others see only Reserved time.
• The owner is responsible for whom they invite, the permissions they grant and the team's actions in the dashboard. When a member is removed or leaves, their access to that profile's dashboard ends; what they recorded remains in the profile.
• Each member is responsible for how they use the data they access, must use it only to provide the service and keep it confidential, including after leaving the team.
• Limits on professionals per plan (for example, up to 5 on Team Professional and unlimited on White Label Premium) are shown on the subscription screen and may be adjusted with prior notice.

16. Guia Lupa Subscriptions, automatic renewal and cancellation

• Types: Essential Profile (published profile, reduced portfolio, hours and calendar), Individual Professional (full dashboard, owner only), Team Professional (full dashboard and limited team) and White Label Premium (everything, unlimited professionals, own brand). What each includes and the limits are shown under More › Guia Lupa Subscription and on the website, and may change with prior notice, without reducing what has already been paid for the current period.
• In the app, subscriptions are sold through Google Play or the App Store, on monthly or annual periods, with automatic renewal at the end of each period until cancelled. Price, period, any free trial and renewal are shown before purchase; payment is charged to your store account upon confirmation.
• On iPhone: renewal is charged to your Apple account within 24 hours before the end of the period, unless auto-renewal is turned off at least 24 hours before. You can manage and cancel in Settings › your name › Subscriptions. Any unused portion of a free trial is forfeited when you subscribe.
• On Android: you manage and cancel in Google Play › Payments & subscriptions.
• Uninstalling the app or deleting your account does not cancel the subscription in the store. Cancellation applies to the next renewal; access continues until the end of the paid period.
• Refunds for store purchases follow the Google Play and Apple policies, which process these requests, without prejudice to consumer rights. Agreements signed directly with Guia Lupa (for example, White Label paid by Pix or bank slip) follow their own conditions and, where applicable, the 7-day right of withdrawal (Consumer Protection Code, art. 49).
• With two valid subscriptions, the more complete one applies. To move to a smaller plan, cancel in the store and subscribe to the new one when the paid period ends.
• Without an active subscription, the profile is removed from search, new bookings become unavailable and management features may be blocked. Data and history are preserved for a period, as set out in Part VI.
• Courtesy or promotional subscriptions granted by the Guia Lupa team have the term and conditions stated when granted and may end at the end of the term.
• Prices may be adjusted. Price changes for active subscriptions follow the stores' rules and notices, which may ask for your consent.

17. Discount coupons

• Affiliate coupons give a discount on the Guia Lupa Subscription for a defined period (currently 20% for 12 months, counted from the first charge). Afterwards, the subscription is charged at the regular price, with no further action by the subscriber.
• On Android, the coupon can be entered on the subscription screen. On iPhone, under App Store rules, the discount is granted through an Apple promotional code, redeemed through the coupon's QR Code or link.
• Applying the coupon creates a reservation; the link is only established when the store confirms the purchase with the discount. One coupon per account, non-cumulative, with no retroactive effect on a subscription already purchased without a coupon. An account with an active coupon cannot switch affiliates.
• Coupons obtained through fraud, self-use, artificial accounts or breach of these rules may be cancelled.

18. White Label Premium (own brand)

• Includes a website and app with the business's brand (name, logo, icon, cover, colors, fonts, effects, texts, main panel, testimonials, gallery and home page), an address in the format www.guialupa.com.br/<address>, a /m/<address> link and QR Code, a printable poster, private pages for each professional, the dashboard on the website, unlimited professionals, privacy between professionals, promotion to owner and the other features stated in the plan.
• You warrant that you have the right to use the brand, name, logo, photos, testimonials and other elements you register and are responsible for any third-party claims about them. Testimonials must be real and authorized by those who gave them.
• Exclusive address: chosen by you, subject to availability, and may not imitate third-party brands, public bodies or Guia Lupa itself. Changing the address invalidates old links, QR Codes and posters.
• Subdomains and custom domains, when offered, depend on configuration and review by the Guia Lupa team. You are responsible for registering and maintaining your domain.
• The infrastructure, software, search and operation remain Guia Lupa's. Clients who come through your brand use a Guia Lupa account and this document applies to them. You can see who added your brand and from which source.
• When the subscription ends, the brand's website and app are no longer available and the address may be released after a period. Data follow the retention rules in Part VI.
• Manual grants (agreement paid by Pix or bank slip, courtesy, trial or grant without an end date) have the conditions stated in the grant or agreement and may be ended by the administration according to those conditions.
• Branded websites and apps may be unavailable during scheduled maintenance of the Guia Lupa website.

19. Credits and separately charged features

• WhatsApp messages and AI service, the AI Assistant (for the professional and their clients) and Featured Showcase consume credits, purchased separately through the app store or the means indicated on the Platform. The cost of each action is shown on the feature screen, in the credits table and in the statement.
• Credits are not currency or a means of payment, do not earn interest, cannot be transferred, resold or exchanged for money and are valid only in the account or profile in which they were purchased.
• Used credits are not refunded, except in the cases stated on the feature screen (for example, deleting a story within the indicated period), in case of a proven Platform failure or when required by law or the store.
• Daily limits (overall or per client) and running out of credits stop the features that depend on them; on WhatsApp, the conversation is handed over to human service.
• The balance of accounts closed or suspended for breach of this document may be forfeited, to the extent permitted by law.

20. Animated showcase, Featured Showcase and sharing

• The animated showcase is built with photos, videos, texts, tags, business information and hours from your own profile and can be exported as a video. You can have several named showcases.
• In Featured Showcase, each story is highlighted for the period paid with credits (currently 24 hours), followed by a period to renew it; without renewal, the story and its media are deleted. Long videos and slideshows are split into parts, and each part is a separately charged story. Costs, discounts and deadlines are shown before publishing.
• Information and schedule scenes only show public profile information and available times, read at the time of display.
• Offers, prices, deadlines and conditions in tags, captions and videos must be true, clear and honored. Misleading or abusive advertising is prohibited (Consumer Protection Code, arts. 36 to 38).
• Music tracks and sound effects offered by the Platform are licensed to Guia Lupa and may only be used in the Platform's stories and showcases and in the videos it generates for sharing, such as the Instagram video. Extracting them or using them separately is not allowed. When sharing on other networks, you accept their rules and are responsible for what you post.
• Users can like and comment on stories. You see views, likes, comments and clicks. Comments can be deleted by their authors, by you or by the administration.
• The administration may refuse, hide or remove stories and showcases that breach this document, without refunding credits where there is a breach.

21. Shop (product showcase)

• The Shop is an optional feature, included according to the subscription, to present your products to your clients on your page. It is turned off by default and only works after the account owner turns it on and accepts this notice.
• The Shop is only a showcase. You are the seller and supplier of the products: you set prices, stock, promotions, pickup, delivery and fees, receive payments, prepare and deliver orders, issue invoices when required and are responsible for quality, warranty, exchanges, returns, the right of withdrawal and the other obligations under the Consumer Protection Code and tax and health laws.
• Guia Lupa does not sell, buy, receive or transfer money, is not a payment institution, does not deliver and does not confirm payments. The Pix QR Code uses the key you registered; checking your bank before confirming a payment is your responsibility.
• It is forbidden to list illegal or counterfeit products, products without registration when required (such as medicines, cosmetics and health products subject to Anvisa), weapons, alcoholic beverages, tobacco, adult products, animals or any item that violates the law or these Terms. Guia Lupa may hide products, turn off the Shop or suspend the account in case of irregularities.
• Suppliers, costs, margins, stock and stock movements you register are only for your control and are not shown to clients. Paid orders are recorded in Finance as Shop income; these records are entered by you and do not replace accounting and tax bookkeeping.
• Client data in orders (name, phone, delivery address, note and receipt) is processed by you as controller, under the section on processing of the professional's clients' data, only to fulfill the order. The receipt is private and must be used only to verify the payment.

22. WhatsApp, automations, conversations and AI service

• You can connect your business's WhatsApp number through Meta's official platform (WhatsApp Business Platform). By connecting, you accept Meta's terms and policies, which may limit, charge for or suspend the number and require approved message templates outside the 24-hour window.
• The connected number is used for confirmations, reminders, charges and other automatic messages, for AI service and for conversations in the Conversations tab, in the app and on the website.
• You may only send messages to people who provided their number and have not objected to receiving them, must promptly honor requests to stop and may not send spam, chain messages, misleading or illegal content or content that violates Meta's policies.
• AI service answers based on your profile, services, prices, hours, policies and real calendar, in the tone you choose. The conversation is handed over to you when the AI cannot resolve it, when the client asks for a human, when credits or limits run out or when audio, images or documents arrive.
• Messages, audio and media exchanged pass through Meta's servers and are available in the dashboard for service. AI messages and automations are identified in the dashboard.
• You are responsible for messages sent from your number, including those from the AI you configured, and should review the settings periodically.
• Guia Lupa also uses its own WhatsApp and SMS to send verification codes and Platform notices.

23. Artificial intelligence features

• The Platform offers AI features such as the dashboard AI Assistant (queries and preparation of entries by voice or text), the client assistant (checking their own appointments, available times and where receipts and certificates are), AI service on WhatsApp, dashboard training and text suggestions.
• Entries suggested by the AI (calendar, completing appointments, finances, clients, blocks, services) only happen after you confirm on the confirmation card. Whoever confirms is responsible for the result.
• AI answers are automatic, may contain errors, inaccuracies or outdated information and do not replace human review or professional advice. Do not use AI as the sole basis for health, legal or financial decisions or decisions affecting people's rights.
• The assistants respect the permissions of the person asking: a team member can only query what they can see, and a client only sees their own data.
• AI features can be enabled or disabled by the professional (separately for themselves and their clients) and depend on your permission in Privacy and data.
• Using AI to generate illegal, offensive or misleading content or content that infringes third-party rights, or attempting to circumvent its limits and safeguards, is prohibited.

24. Processing of the professional's client data (data processing agreement)

This section serves as the data processing agreement between you (controller) and Guia Lupa (processor) for the data that you and your team register and use in the dashboard about your clients, such as records, notes, history, finances, packages, receipts, certificates and WhatsApp conversations from your number (LGPD, art. 39).

• Your obligations as controller: having a legal basis for each processing; informing clients about the use of their data; collecting only what is necessary; obtaining consent from parents or guardians when processing children's data; obtaining specific authorization for sensitive data where required; responding to data subject requests; and not registering data you do not need.
• Guia Lupa's obligations as processor: processing the data only to provide the Platform according to your instructions, which are the settings and actions you perform in the dashboard; maintaining appropriate security measures; requiring confidentiality from authorized persons; helping you respond to data subjects and the ANPD, as far as possible; and notifying you, without undue delay, of security incidents affecting this data.
• Sub-processors: you authorize the use of the providers listed in the Who we share with section, which act under contract with compatible protection obligations. Relevant changes in providers will be reflected in this document.
• End of the agreement: when the profile is closed, data are kept for the retention period in Part VI to allow your return and then deleted or anonymized, unless legally required. Export what you need to keep beforehand.
• Guia Lupa does not use your clients' data for its own advertising, does not sell it and does not share it with other professionals. It may use aggregated and anonymized data for statistics and Platform improvement.

25. Enrollment, registration and agreement

• Participation depends on invitation or enablement by the administration, complete registration (personal or company data, CPF or CNPJ, address, contacts and social networks), approval with the commission percentage defined, electronic acceptance of the agreement, setup of the authenticator app and registration of the Pix key.
• The agreement is accepted electronically, with a record of version, date, time, IP, device and authentication, and the full copy is archived with an integrity code (SHA-256). It is valid for the term stated in it and may be terminated by either party, preserving commissions already earned.
• The relationship is commercial, independent and non-exclusive. It does not create employment, partnership, franchise, agency or commercial representation, nor any power to assume obligations, offer guarantees or receive amounts on behalf of Guia Lupa.

26. Coupons, commissions, closing and payment

• The affiliate may keep active coupons up to the program limit, each with its own code and QR Code.
• The commission is calculated on the positive net base of each eligible charge (amount actually charged, minus store fee, service fee and taxes, at the percentages stated in the agreement and dashboard), for the commission period set for each subscriber at the first confirmed charge.
• Refunds or chargebacks reverse the corresponding commission, including by offset against future balances. Amounts resulting from fraud or material error are not due.
• The accrual period is the calendar month, closed automatically on the 1st of the following month, with a receipt in the dashboard. Payment is made by Pix to the registered key, on the date stated in the agreement; balances below the minimum are carried over. The affiliate may dispute the closing in the dashboard.
• The affiliate is responsible for taxes attributed to them by law and, if a legal entity, provides the invoice for each period.

27. Promotion, brand and prohibited conduct

• Promotion must be truthful, consistent with the current product and identified as advertising or an affiliate relationship, in accordance with the Consumer Protection Code and the CONAR Guide for Digital Influencer Advertising.
• Prohibited: using your own coupon; creating fake or artificial accounts; spam and purchased contact lists; promises of results; unauthorized discounts; paid ads using the Guia Lupa brand without authorization; profiles, domains or brands that could be confused with official channels; and illegal or discriminatory content.
• Use of the Guia Lupa brand is limited, revocable and restricted to authorized promotion during the term.
• The affiliate sees in the dashboard only what is needed to track commissions (abbreviated names, plan and subscription status) and may not copy, sell or contact subscribers outside the authorized purpose.
• Fraud, falsehood or breach authorize withholding entries during investigation, cancellation of commissions and suspension or termination of participation, with notice of the reason.

28. User content and license

• Content you post remains yours. You warrant that you have all necessary rights and authorizations, including for image, voice, music, brands, testimonials and third-party texts.
• You grant Guia Lupa a free, non-exclusive, worldwide license, valid for as long as the content is on the Platform (plus the necessary retention period), to host, store, reproduce, compress, adapt the format (splitting into parts, thumbnails, covers and captions), display and distribute this content within the Platform, including on White Label branded websites and apps, and in the sharing videos you generate.
• Use of your content to promote Guia Lupa itself outside the Platform depends on your authorization.
• Guia Lupa does not review all content in advance and is not liable for user content, under the Brazilian Civil Rights Framework for the Internet (art. 19), but may remove it when it breaches this document or the law, or by court order. Non-consensual intimate content is removed upon notice from the person depicted or their representative (art. 21).

29. Reviews, comments, reports and disputes

• Reviews must reflect a real experience with the professional. Reviewing yourself or competitors, offering benefits in exchange for reviews or arranging fake reviews is not allowed.
• Reviews and comments may not contain offensive, discriminatory or threatening content, third parties' personal data, another person's health information, advertising or rights violations.
• The professional may publicly reply to and dispute reviews on plans that include this feature, without offending or exposing the client. The administration reviews disputes and reports, records the decision and may keep, hide or remove the content.
• Any user may report profiles, reviews, comments, stories and other content through the app, the website or support.

30. Prohibited conduct

• Using the Platform for fraud, scams, phishing, money laundering, spam, pyramid schemes or any illegal purpose.
• Offering services that are prohibited by law, lack the required qualification or are sexual in nature.
• Impersonating another person, company, professional, public body or Guia Lupa; creating fake or duplicate profiles to deceive.
• Posting pornographic, violent, hateful or discriminatory content, content that exploits or exposes children and adolescents, encourages crimes, self-harm or violence, or infringes copyright, trademark, image, privacy or personality rights.
• Collecting, copying or extracting data from other users or the Platform using bots, scraping or unauthorized automated means.
• Accessing areas, accounts or data without permission, testing vulnerabilities without authorization, sending malicious code, overloading, reverse engineering or circumventing security measures and plan limits. Security flaws must be reported responsibly to contato@guialupa.com.br.
• Using client data obtained through the Platform for purposes other than providing the service, selling it or passing it on to third parties.
• Manipulating reviews, statistics, searches, coupons, commissions or credits.
• Harassing, threatening, discriminating against or disrespecting clients, professionals, team members, affiliates or the Guia Lupa team, including in support.

31. Moderation, suspension and termination

• To protect users and the Platform, Guia Lupa may, depending on severity, warn, hide or remove content, limit features, revoke approval of professional registrations, suspend brands, accounts and profiles or terminate them.
• In serious cases, where there is risk to third parties or by legal order, measures may be immediate. In other cases, whenever possible, we will inform you of the reason and you may dispute it through support, with human review.
• Moderation decisions are recorded and audited. The Guia Lupa team works with separate roles (administration, sales and support), with access limited to what is necessary.
• Suspension for breach does not entitle you to a refund of subscriptions or credits, to the extent permitted by law and store rules.
• You may stop using the Platform and delete your account at any time.

32. Support and service

• Support is available under Account › Support (clients), More › Support (professionals) and My account › Support (website). Each ticket receives a random 12-digit protocol number and shows the average response time.
• The team may reply through the ticket or via WhatsApp (the contact is recorded in the ticket) and may record internal notes.
• Tickets answered by the team with no reply from the user for 10 days are closed automatically. You can rate the service at the end.
• For professionals, dashboard training and the training assistant are available in Support.

33. Notifications and communications

The Platform sends in-app and device (push) notifications, emails, WhatsApp messages and SMS. Notices necessary for the service (booking confirmations and reminders, verification codes, security, team invitations, subscriptions, charges and support) are sent regardless of marketing preferences. News and offers depend on your permission. You can adjust everything in Notification preferences and Privacy and data, and turn off push notifications in your device settings. Electronic communications are valid as written communications.

34. Who processes your data

• Guia Lupa as controller: data about your account, Platform use, subscriptions and credits, the affiliate program, support, moderation, security and Platform communications.
• Professional as controller and Guia Lupa as processor: data that the professional and their team register and use in the dashboard about their clients (records, notes, history, finances, packages, receipts, certificates and WhatsApp conversations from the professional's number). In these cases, requests about the data should be made to the professional, and Guia Lupa helps forward them.
• White Label business: receives data about your interactions with its brand, like any professional on the Platform.
• Data Protection Officer (DPO): contact details are in the Controller and contact section.

35. Data we process

Data you provide

• Registration and sign-in: name, display name, email, photo, phone and sign-in data with Google, Apple or email and password. The password is managed by the authentication service and is not stored by Guia Lupa.
• Additional data: date of birth, gender, city and, when necessary, CPF or another ID document (for example, for receipts, certificates and the affiliate program).
• Addresses: up to three saved addresses, with a name, and the address of home visits. The postal code (CEP) is looked up in a public service (ViaCEP) to complete the address.
• Appointments and services: professional, service, date, time, location, notes, status, reviews, packages, plans and subscriptions purchased from professionals.
• Interactions: favorites, blocks, added brands, likes, comments, reviews, replies, reports, searches and filters.
• Support: messages, attachments, service ratings and protocol numbers.
• Professionals: business data (trade name, CPF or CNPJ, address, service area, public contacts, social networks), professional registrations (title, council, number and state), team and permissions, services, prices, hours, days off and holidays, portfolio, showcases, stories, chosen music, tags, captions, testimonials, Pix key, financial entries, charges, products for clients, and WhatsApp, AI and White Label brand settings.
• Clients registered by professionals: name, phone, email, date of birth, address, record notes, appointment history, payments, packages, receipts and certificates.
• Shop: products, photos, prices, costs, stock and stock movements, categories and suppliers registered by the professional; client orders (products, quantities, amounts, fulfillment option, delivery address, note, status and history) and the payment receipt uploaded by the client (image or PDF, stored privately).
• Affiliates: registration data, CPF or CNPJ, address, social networks, Pix key, invoices, agreement acceptance, coupons, QR Codes, referrals, commissions and disputes.
• Guia Lupa team: access data, roles and audit logs of administrative actions.

Data generated by use

• Device and access: IP address, port, date and time, device, operating system, app version, language, notification (push) identifiers, active sessions, installation source (when the app is opened through a brand link) and security logs.
• Location: with your permission, the device's approximate or precise location to show nearby professionals and calculate distances; without it, the chosen region.
• Usage: screens and features used, views of profiles, showcases and stories, clicks, searches without results and recent areas, for operation, professionals' statistics and service improvement.
• Consents and preferences: records of acceptance of this document (version, date, IP and device), permissions granted and withdrawn, theme, language and notification preferences.
• Subscriptions and purchases: plan, status, dates, store, purchase identifiers and receipts provided by Google Play, the App Store and the subscription management service. We do not receive your card number.
• Artificial intelligence and voice: text requests, audio recorded while you hold the assistant button (up to the time limit shown), transcripts, answers and confirmed entries.
• WhatsApp: messages, audio, media, delivery and read status and transcripts of conversations from the number connected by the professional, and messages sent by the Platform.
• Camera, microphone and photos: used only when you trigger the feature (scanning a QR Code, taking or choosing photos and videos, recording a request to the assistant). Content is only sent if you confirm.

Data received from third parties

• Google and Apple: name, email, photo and identifier when you sign in with those accounts. With Apple, you can hide your email.
• Professionals who register you as a client.
• App stores and the subscription management service: status of subscriptions, renewals, refunds and offers.
• Meta/WhatsApp: messages and delivery status.
• Affiliates: the coupon or QR Code used for your subscription.

36. Sensitive and health data

• Certificates, statements, records and notes from health professionals may contain health data, which is sensitive data under the LGPD.
• This data is processed for health protection, in procedures performed by health professionals, to comply with legal or regulatory obligations and, where required, with specific consent. The ICD code only appears on the certificate with the patient's authorization.
• Access is restricted to the responsible professional, the team members they authorize and the patient. The professional decides whether the certificate link shows the full document or only its authenticity.
• We ask professionals not to record unnecessary sensitive information in free-text fields or conversations.
• We do not use health data for advertising, profiling or any purpose other than the one that justified its collection.

37. How we use data

• Creating and maintaining your account, authenticating access, confirming your phone and maintaining sessions.
• Showing professionals by region, category and service, profiles, showcases, stories and brands.
• Making, confirming, reminding, rescheduling and cancelling appointments and managing waiting lists and recurrences.
• Linking to your account records created by professionals with your confirmed phone.
• Providing professionals with management tools, team features, privacy between professionals, White Label branding, WhatsApp and AI.
• Issuing receipts and certificates and allowing authenticity verification.
• Processing subscriptions, credits, coupons, commissions, closings and affiliate payments.
• Sending notifications, emails, WhatsApp messages and SMS about the account, appointments, security, invitations, subscriptions and charges.
• Responding to support requests, reviewing reports, moderating content and disputes.
• Preventing fraud, abuse and unauthorized access and protecting the Platform and users.
• Complying with legal and regulatory obligations and exercising rights in proceedings.
• Improving the Platform, fixing errors, measuring use and maintaining the catalog of categories and search terms, preferably with aggregated data.
• With your permission: WhatsApp messages with news and offers, AI features, use of the device's location and usage statistics.

38. Legal bases

39. Who we share with

We do not sell personal data. We only share what is necessary, with:

• Professionals and their teams: when you book, purchase, add a brand or are registered by them, they receive your name, phone, email, home visit address and booking details, according to each member's permissions.
• Other users: what is public by nature, such as professional profiles, reviews (with your display name and photo), comments and likes on stories.
• Affiliates: the affiliate sees the subscribers who used their coupon with an abbreviated name, plan and subscription status, without access to client data.
• Authorities: when there is a legal obligation, court order or request from a competent authority, or to protect rights, always within the limits required.
• Corporate transactions: in the event of a merger, acquisition or reorganization, with the protections of this document maintained.
• Providers that operate the Platform, under contract and only for these functions, listed in the table below.
• Shop orders: when you place an order, the business receives your name, phone number, the products, the fulfillment option, the delivery address, the note and the receipt you upload, in order to fulfill the order.

40. International transfer

Some providers (such as Google, Apple, Amazon Web Services, Meta, RevenueCat and xAI) may store or process data outside Brazil, including in the United States and the European Union. In these cases, we adopt the safeguards provided for in the LGPD (art. 33) and ANPD regulations, such as contractual clauses and choosing providers with adequate protection standards.

41. What is visible to others

• Published professional profile: trade name, logo, cover, presentation, categories, city and service area, address (full only when the professional allows), public contacts, social networks, services, prices, available times, portfolio, showcases, stories, team, displayed professional registrations and reviews.
• Clients: your display name and photo appear on reviews and comments you post. Your phone, email and address are not public.
• Certificates and receipts: anyone with the link or QR Code can open the document or the authenticity confirmation, as chosen by the professional.

42. If a professional registered you

• Professionals may register clients manually, including people without a Guia Lupa account. In this case, the professional is the controller and is responsible for the legal basis and for informing you.
• If you confirm on Guia Lupa the same phone used in that record, you will see in your account the appointments, packages, receipts and certificates linked to it. The professional's internal notes remain visible only to them and the authorized team.
• Requests to access, correct or delete this data should be made to the professional. If you contact us, we will help forward them.
• When you delete your account, appointments, receipts and records remain with the professionals, without any link to your account.

43. Location and device permissions

• The device's location is only used with your permission, while you use the app, to show nearby professionals and calculate distances. You can deny or withdraw permission at any time.
• Camera, microphone, photos, Face ID or biometrics and motion sensors are used only for the purposes described in the device's permission requests.
• Professionals who use routes only see the addresses of home visits that they themselves have on their calendar.

44. Artificial intelligence, voice and automated decisions

• When you use an AI feature, we send the provider the text or audio of the request and the data needed to answer it (for example, available times, services or dashboard entries you have access to). Audio is transcribed to text.
• The knowledge base used by training and the assistant contains the Platform manual, not users' personal data.
• Conversations with the AI Assistant remain in your history and can be deleted in Privacy and data › Clear my data.
• We do not use AI to make decisions affecting your rights without the possibility of human review. You can request a review of automated decisions through the DPO contact (LGPD, art. 20).
• AI features depend on your permission and can be turned off at any time.

45. Cookies and on-device storage

The website and the app store in the browser or device only what is necessary to keep you signed in, protect the session, remember preferences (theme, language, city, chosen brand, recent searches and areas) and speed up loading. We do not use advertising cookies or tracking across third-party apps and websites. Website fonts and libraries may be loaded from third-party services, which receive technical access data. You can clear this data in your browser or in Privacy and data › Clear my data.

46. How long we keep data

We may keep data longer when necessary to comply with the law, resolve disputes, prevent fraud or exercise rights, always for the minimum time necessary.

47. Your rights and how to exercise them

Under the LGPD (art. 18), you may request: confirmation that we process your data; access; correction of incomplete, inaccurate or outdated data; anonymization, blocking or deletion of unnecessary or excessive data or data processed in breach of the law; portability; deletion of data processed based on consent; information about who we share with; information about the possibility of not consenting and its consequences; withdrawal of consent; objection to processing; and review of automated decisions.

Many of these controls are in the app and on the website. Others can be requested from the DPO. We may verify your identity before responding, to protect you, and we respond within the legal deadlines. You may also file a complaint with the Brazilian National Data Protection Authority (ANPD) and consumer protection bodies.

48. Privacy controls, clearing data and deleting the account

Under Account › Privacy and data (app) or My account › Privacy (website), you can:

• Grant or withdraw permissions for WhatsApp, news and offers, AI assistant, location and usage statistics.
• View and end sessions open on other devices and sign out of all of them.
• Clear my data: deletes favorites, saved addresses, notifications, AI assistant conversations, date of birth, gender and location, as well as recent searches and areas on the device or browser. The account, appointments and receipts remain.
• Delete account: immediately (permanent) or scheduled for 30 days (signing in again during that period cancels the request). On deletion, name, email, phone, ID document, photo, addresses and location are erased; sessions, devices, favorites, notifications, conversations, two-factor authentication, blocks and brand links are removed; and the sign-in account is deleted. A protocol number is generated.
• For security, clearing and deleting require a 6-digit code sent to the confirmed phone (WhatsApp or SMS), valid for 10 minutes with limited attempts, or, without a confirmed phone, the confirmation word.
• Situations that prevent immediate deletion are shown beforehand: professional profile with an active subscription (cancel in the store and contact support), affiliate with commissions, administrators and scheduled appointments (cancel them first).
• You can also request deletion without the app, by emailing the DPO.

49. Security and incidents

• We use encrypted connections (HTTPS), encryption of sensitive data in the database, links with unguessable tokens, role- and permission-based access control verified on the server, two-factor authentication in the administrative and affiliate areas, confirmation codes with expiry and limited attempts, and audit logs.
• Guia Lupa team members who access data have access limited to what is necessary and a duty of confidentiality.
• No system is completely immune to incidents. If an incident occurs that may cause relevant risk or harm, we will notify the affected data subjects and the ANPD, as required by law and regulations.
• You also help: do not share verification codes, keep your device protected, use a strong password and end sessions you do not recognize.

50. Children and adolescents

Guia Lupa is not intended for people under 18 without the assistance of a legal guardian and is not directed at children. When a professional serves children or adolescents and registers their data, they must do so in the child's best interest and with the consent of a parent or guardian, where required (LGPD, art. 14, and the Brazilian Child and Adolescent Statute). If you become aware of minors' data being processed improperly, contact the DPO so it can be removed.

51. Guia Lupa intellectual property

The Guia Lupa brand, logo, software, code, design, screens, showcase and page templates, animations, music tracks and sound effects, texts, training, presentations and other elements of the Platform belong to Guia Lupa or its licensors and are protected by intellectual property laws (Brazilian Laws 9,279/1996, 9,609/1998 and 9,610/1998). Using them beyond what this document allows without written authorization is prohibited.

52. Availability, maintenance and third-party services

We work to keep the Platform available, secure and up to date, but it may be interrupted for maintenance (including the website maintenance mode, during which the app keeps working), updates or failures beyond our control, including from third parties such as app stores, internet and hosting providers, Google, Apple, Meta, SMS providers, AI providers and map services. Features may be changed, replaced or discontinued, with reasonable prior notice when the change is relevant to those who pay for them. Acts of God and force majeure exclude liability, as provided by law.

53. Limitation of liability and indemnification

• To the extent permitted by law, Guia Lupa is not liable for: services provided by professionals; agreements, payments, Pix transfers and refunds arranged between clients and professionals; content posted by users; documents issued by professionals; messages sent from professionals' WhatsApp numbers; errors in data registered by users; AI answers used without review; losses caused by misuse of access by the user; and failures of third-party services.
• Nothing in this document excludes consumer rights that the law does not allow to be limited, nor liability for willful misconduct or gross negligence.
• Professionals, affiliates and anyone posting content agree to indemnify Guia Lupa for losses, fines and third-party claims caused by breach of this document, the law or third-party rights, including reasonable defense costs.

54. App stores (Apple and Google)

• This document is concluded between you and Guia Lupa, not with Apple or Google. Guia Lupa, not Apple or Google, is solely responsible for the app and its content.
• The license to use the app on iPhone and iPad is limited to Apple devices that you own or control, as permitted by the Usage Rules in the App Store Terms, including Family Sharing where applicable.
• Guia Lupa is solely responsible for maintenance and support of the app. Apple and Google have no obligation to provide maintenance or support.
• If the app fails to conform to any applicable warranty, you may notify Apple, and Apple may refund the purchase price of the app, if any. To the maximum extent permitted by law, Apple will have no other warranty obligation with respect to the app.
• Guia Lupa, not Apple, is responsible for addressing any claims relating to the app, including product liability claims, any claim that the app fails to conform to legal or regulatory requirements, and claims arising under consumer protection, privacy or similar legislation.
• In the event of any claim that the app or your use of it infringes a third party's intellectual property rights, Guia Lupa, not Apple, is solely responsible for the investigation, defense, settlement and discharge of that claim.
• You represent that you are not located in a country subject to a U.S. Government embargo or designated as a terrorist-supporting country, and that you are not listed on any U.S. Government list of prohibited or restricted parties.
• You must comply with applicable third-party terms when using the app (for example, your mobile data plan and connected platforms).
• Apple and its subsidiaries are third-party beneficiaries of this document and, upon your acceptance, will have the right to enforce it against you as a third-party beneficiary with respect to use of the app on Apple devices.
• Purchases made through Google Play and the App Store are also subject to those stores' terms and policies.

55. Changes to this document

We may update this document to reflect new features, providers, legal or operational changes. The version and effective date appear at the top, and previous versions can be requested through the contact. When the change is relevant, we will notify you on the website, in the app, by notification or by email with reasonable notice and, where necessary, ask for new acceptance or consent. If you do not agree, you may close your account. Continuing to use the Platform after the effective date means you agree to the new version, unless the law requires express acceptance.

56. General provisions, governing law and jurisdiction

• If any clause is held invalid, the others remain in effect. Tolerance of a breach does not mean waiver of the right.
• You may not transfer your account or this document without authorization. Guia Lupa may transfer it in the event of corporate reorganization, assignment of the business or succession, preserving your rights.
• Acceptances, records and electronic documents of the Platform are valid as evidence under the law (Provisional Measure 2,200-2/2001 and the Code of Civil Procedure).
• Official communications may be made through Platform channels (notifications, registered email or confirmed WhatsApp).
• This document is governed by the laws of Brazil, especially the Federal Constitution, the Civil Code, the Consumer Protection Code, the Civil Rights Framework for the Internet (Law 12,965/2014), Decree 7,962/2013 and the LGPD (Law 13,709/2018).
• The parties will first seek to resolve disagreements amicably through support; consumers may also use the consumidor.gov.br platform and consumer protection bodies.
• For consumer clients, the courts of the consumer's domicile have jurisdiction. In other cases, the courts of Guia Lupa's domicile, unless a different mandatory jurisdiction applies.
• The Portuguese version prevails over translations in case of discrepancy.

57. Controller and contact

Questions, requests, complaints, notices and exercise of personal data rights: contato@guialupa.com.br or through support in the app (Account › Support; for professionals, More › Support) and on the website (My account › Support). Each request receives a protocol number.

The identification details of the party responsible for the Platform and of the data protection officer appear in the box below.