Cosmobots

Terms of Service

Last updated: 2026-04-16

1. Acceptance of Terms

By accessing or using the Cosmobots platform ("Platform"), you agree to these Terms of Service. If you do not agree with any of these terms, do not use the Platform. The Platform is provided by Cosmobots Desenvolvimento de Sistemas Ltda ("Cosmobots"), registered under CNPJ 31.415.500/0001-18.

2. Service Description

Cosmobots is a customer support platform that offers:

  • Multi-channel inbox (WhatsApp, email, web chat, SMS)
  • AI-powered assistant for customer support
  • No-code chatbot flow builder
  • WhatsApp message campaigns
  • Analytics and reporting dashboard
  • Team management with unlimited agents

3. Account Registration

3.1 Account creation

To use the Platform, you must create an account providing truthful and complete information. You are responsible for maintaining the confidentiality of your access credentials.

3.2 Trial period

New accounts receive a free trial period of 3 (three) days on the Rocket plan. Credit card registration is required to start the trial period. At the end of the trial period, charges will be applied automatically, unless the account is cancelled before the trial ends.

3.3 Account responsibility

You are responsible for all activities performed under your account. Notify us immediately in case of unauthorized use.

4. Plans and Pricing

4.1 Pricing model

Cosmobots operates on three plan metrics: new conversations per month (primary billing meter),total conversations stored (cumulative pool), and total contacts stored (cumulative pool). Both pools are capped at 10× the plan's monthly conversation limit. AI tokens, storage, and users/agents are unlimited under the Fair-Use Policy (section 4.6).

Available plans:

  • Rocket — R$ 350/month · 500 new conversations/mo · 5,000 stored conversations · 5,000 contacts · no overage (assisted upgrade when limits are reached)
  • Spaceship — R$ 850/month · 1,500 new conversations/mo · 15,000 stored conversations · 15,000 contacts · overage allowed up to 3× each limit (+200% of any metric; beyond that, assisted upgrade to Enterprise)
  • Enterprise — R$ 1,950/month · 5,000 new conversations/mo · 50,000 stored conversations · 50,000 contacts · uncapped overage

For billing purposes, a "conversation" is a thread between a contact and the business on a single channel, counted on its creation date (created_at). Broadcasts, internal notes, agent handoffs, and bot-to-bot hops do not count — only customer-initiated or outbound-initiated threads that generate a reply are counted.

Automatic conversation close: each inbox has a configurable idle timeout between 1 (one) hour and 7 (seven) days (default: 7 days). After that period without activity, the conversation is automatically closed. Closed conversations cannot be reopened — if the same contact sends a new message on the same channel, a new conversation is created and counts toward the plan's monthly allowance. This rule ensures predictable billing and a clean support queue.

4.2 Billing, upgrade, and overage

Billing occurs monthly on the subscription renewal date. Payments are processed via Asaas, accepting PIX, boleto, and credit card. Prices are in Brazilian Reais (BRL) and billing records are available on the Billing page of the dashboard.

The Rocket plan has no overage charges. When approaching the limits (90% of any of the three metrics), the CUSTOMER receives a banner in the dashboard. When a limit is reached (100%), an admin sees an upgrade modal with the prorated amount (pro-rata over the current cycle, automatic Asaas charge). The platform continues to function normally — no conversations are blocked.

The Spaceship plan allows overage up to 3× each metric (up to 300% of any limit; +200% above the base limit). Between 100% and 300%, overage is billed at the rates below on the following month's invoice. If usage exceeds 300% on any metric, the platform prompts an automatic upgrade to Enterprise (which absorbs any overage volume).

The Enterprise plan allows uncapped overage, at the same rates (identical between Spaceship and Enterprise):

  • Extra new conversations: R$ 0.20 per additional new conversation above the plan's monthly limit (individual billing, not per-pack)
  • Extra total conversations (pool): R$ 10.00 per pack of 1,000 conversations above the limit
  • Extra contacts: R$ 5.00 per pack of 1,000 contacts above the limit

Overage is measured at month-end and billed on the following month's invoice. For new accounts, during the first 3 (three) months, overage is automatically capped at 2× the plan value to prevent bill shock during the adaptation period.

The only exception to the assisted-upgrade flow is bulk contact import: imports that would exceed the plan's absolute contact cap (including the 3× overage allowance, for Spaceship) are rejected by the API with a message guiding the upgrade. Organic contact creation (widget, conversations, or individual API calls) is not blocked.

No account is ever suspended for reaching plan limits. Only non-payment can trigger suspension (section 4.9).

4.3 WhatsApp broadcasts (optional pre-paid credit-pack add-on)

WhatsApp broadcasts (mass outbound sends) are an optional add-on product, purchased as pre-paid credit packs. Each credit equals 1 message sent through the platform, priced at R$ 0.10 per message across all pack sizes. Available packs:

  • 5,000 credits — R$ 500.00
  • 10,000 credits — R$ 1,000.00
  • 25,000 credits — R$ 2,500.00
  • 50,000 credits — R$ 5,000.00
  • 100,000 credits — R$ 10,000.00

Credits have no expiration and are consumed as broadcasts are sent. When the balance reaches zero, sends are paused until a new pack is purchased. Pack purchases are billed on a separate invoice at the time of purchase, are not included in the monthly plan price, and are non-refundable after consumption.

This amount covers Cosmobots processing only. Costs charged by Meta (WhatsApp Business Platform) — per-conversation charges initiated by the business, Session Messages, and other fees by category and country — are the sole responsibility of the CUSTOMER and are not included in Cosmobots credits. The customer is responsible for setting up and maintaining their WhatsApp Business API account and paying Meta directly (or their intermediary provider such as 360dialog or similar).

4.4 Price changes

We reserve the right to change plan prices with 30 (thirty) days prior notice. Continued use after the change constitutes acceptance of the new prices. Active commitment contracts (section 4.5) retain the agreed price through the end of the contract term.

4.5 Commitment contracts (optional)

The platform works on a month-to-month basis without a contract, subject only to these Terms of Service. As an alternative, we offer optional commitment contracts with a discount on the plan price, in the following modalities:

  • Annual commitment (12 months) with upfront payment: 10% discount on the plan price.
  • Biennial commitment (24 months) with upfront payment: 15% discount on the plan price.
  • Annual or biennial commitment with monthly payment: 5% discount on the plan price, charged month by month through the contract term.

3- and 6-month commitments are also available with smaller discounts (1% and 2% respectively). The first invoice (monthly or upfront) is due 3 (three) business days after the contract start date; subsequent monthly invoices are issued on the corresponding day of each month. The discount applies only to the plan line — usage overages and add-ons (broadcast credit packs) are charged at the standard rates in sections 4.3 and 4.4.

Custom discounts (additional percentage, fixed amount, free months, or custom price) may be negotiated for Enterprise accounts or special cases, always documented in a contractual addendum. Contracts are signed electronically via a secure link sent by email or through the Billing page, with binding acceptance per Art. 10 of MP 2.200-2/2001.

Commitment contracts auto-renew for the same term and discount at the end of the period, unless the customer cancels in writing at least 30 (thirty) days before the end of the current contract. Customers may disable auto-renewal at any time via the Billing page.

4.6 Fair-Use Policy

AI tokens, storage (attachment limits), and API traffic are unlimited for customers under the fair-use rules below. Conversations and contacts are not fair-use — they are strict plan limits (see section 4.2).No fair-use threshold triggers account suspension — only non-payment can suspend access (section 4.9).

  • AI tokens: unlimited to the customer. Cosmobots internally routes traffic between AI models of varying cost to sustain operating margins. If a customer consistently uses more than 5× the plan's average tokens per conversation for 60+ days, our team reaches out to review prompts or propose Enterprise terms.
  • Attachments: maximum of 10 MB per file and 50 MB total per conversation (hard limits — larger files are rejected at upload).
  • API: per-endpoint rate limits as documented in the public API docs.
  • Platform-wide AI consumption: if a single account represents more than 1% of Cosmobots-wide AI spend for 24 hours or more, an automatic traffic limit is applied to that account with immediate notification to the CUSTOMER.

To keep the unlimited-AI model sustainable, Cosmobots internally routes AI traffic between models of different costs — routine conversational flows use efficient models (e.g., Haiku, GPT-4o mini, Gemini Flash) and complex reasoning uses advanced models (e.g., Sonnet, GPT-4o, Gemini Pro). This decision is transparent to the customer and does not affect support quality.

4.7 WhatsApp costs with Meta (customer responsibility)

As described in section 4.3, costs charged by Meta (WhatsApp Business Platform) for sending, receiving, and session messages via WhatsApp are the sole responsibility of the CUSTOMER and are not included in Cosmobots plan prices nor in the broadcasts add-on.

4.8 Why plan limits and assisted upgrade instead of unrestricted overage?

Clear plan limits plus the assisted upgrade flow (section 4.2) deliver predictability: the CUSTOMER knows exactly what they will pay each month with no surprises on the invoice. On Rocket and Spaceship plans, migration to a higher plan is offered proportionally (pro-rata over the remaining days of the cycle), one click away. The Enterprise plan, serving larger operations with more variable usage, keeps predictable overage in packs of 1,000 units (section 4.2), where the CUSTOMER pays only for the volume actually consumed. This structure keeps the base price accessible for most customers and aligns platform costs (LGPD-compliant storage, processing, analytics, AI infrastructure) with delivered value.

4.9 Non-payment and account suspension

In case of non-payment by the invoice due date, the account enters an "expired" state and receives an in-app notice. The customer has a grace period of 7 (seven) days to regularize payment. If payment is not received after this period, the account is automatically suspended (dashboard, chatbots, support channels, and APIs all blocked). Customer data is preserved for 30 days after suspension to allow reactivation upon payment.

5. Acceptable Use

You agree not to use the Platform to:

  • Send spam, unsolicited messages, or illegal content
  • Violate applicable laws, including data protection and telecommunications regulations
  • Interfere with the operation of the Platform or other users
  • Reverse engineer, decompile, or disassemble the Platform
  • Engage in fraudulent or deceptive activities
  • Share access credentials with unauthorized third parties
  • Intentionally exceed plan limits to gain unfair advantage

5.1 Attachment size limits

The Platform enforces technical limits on file uploads and storage within conversations, to ensure performance, reasonable storage cost, and a consistent experience for end-users:

  • Maximum size per attachment: 10 MB (ten megabytes) per individual file.
  • Total size per conversation: 50 MB (fifty megabytes) across all attachments in a single conversation.

Files that exceed these limits are rejected at upload time. To share larger files, the customer should use an external storage service (Google Drive, Dropbox, etc.) and share the link in the conversation. Specific formats (video, audio, documents) may also be subject to each messaging channel's own additional limits (e.g., WhatsApp caps video at 16 MB). See each channel's documentation for details.

6. Artificial Intelligence

The Platform includes AI features that assist with customer support. AI-generated responses are suggestions and do not replace human judgment. Cosmobots does not guarantee the accuracy, suitability, or completeness of AI-generated responses. You are responsible for reviewing and approving responses before sending them to your customers.

7. Intellectual Property

7.1 Our property

The Platform, including its code, design, trademarks, and content, is the property of Cosmobots. You receive a limited, non-exclusive, non-transferable license to use the Platform in accordance with these Terms.

7.2 Your data

You retain ownership of all data you input into the Platform. You grant us a limited license to process this data solely to provide the contracted services.

8. Service Level Agreement (SLA)

Cosmobots commits to 99.5% Platform availability, calculated monthly, excluding scheduled maintenance periods (communicated at least 24 hours in advance) and force majeure events.

In case of downtime exceeding the SLA, the customer may request proportional credits for the downtime period, limited to 10% of the monthly plan value.

9. Limitation of Liability

To the maximum extent permitted by law, Cosmobots shall not be liable for:

  • Indirect, incidental, special, or consequential damages
  • Loss of data, profits, or business opportunities
  • Interruptions caused by third parties (infrastructure providers, external APIs)
  • Content generated by AI features

Cosmobots' total liability is limited to the amount paid by the customer in the last 12 (twelve) months.

10. Termination

10.1 By the customer

You may cancel your account at any time. Cancellation will be effective at the end of the current billing period. There is no prorated refund for partial periods.

10.2 By Cosmobots

We may suspend or terminate your account in case of violation of these Terms, non-payment for more than 30 (thirty) days, or by legal determination. We will notify you with reasonable advance notice, except in urgent cases.

10.3 After termination

After account closure, your data will be retained for 30 (thirty) days to allow export. After this period, data will be deleted, except for legal retention obligations.

10.4 Early termination of commitment contracts

For contracts with a minimum term (section 4.5), early termination by the customer entails:

  • Early termination fee: the customer must pay a fee equal to 70% (seventy percent) of the remaining contract value, calculated on the remaining months at the plan's standard monthly price, in a single closing invoice issued upon termination.
  • Service through paid period: the account remains active until the end of the already-paid period (for upfront payments) or until the end of the current month (for monthly payments).
  • No refund: amounts already paid in advance (upfront payments) are not refunded.

10.5 Cancellation of automatic renewal

Commitment contracts renew automatically (section 4.5). To cancel automatic renewal, the customer must notify Cosmobots in writing (via the Billing page or by email) at least 30 (thirty) days before the end of the current contract. Without cancellation, the contract will automatically renew for the same term and conditions.

11. Changes to Terms

We may update these Terms periodically. We will notify you of significant changes at least 15 (fifteen) days in advance. Continued use of the Platform after changes constitutes acceptance of the new Terms.

12. Governing Law and Jurisdiction

These Terms are governed by the laws of the Federative Republic of Brazil. Any dispute shall be resolved in the courts of the jurisdiction where Cosmobots is headquartered, to the exclusion of any other.

13. Contact

For questions about these Terms, contact us through the contact form available on our website.

Cosmobots Desenvolvimento de Sistemas Ltda
CNPJ: 31.415.500/0001-18