Terms and Conditions

The following are the terms and conditions of use for Ubiquo Labs Guatemala, S.A., hereafter referred to as “we” or “our.” By using our services via a digital platform, you agree to abide by these terms and conditions. It is crucial that customers read and understand these terms and conditions before using our services or products, as they govern the responsibilities and rights of both parties in the business relationship:

1. Key Definitions

Platform: A “digital platform” refers to the online technological infrastructure that enables user interaction. This platform provides the foundation upon which our service operates, facilitating communication, service delivery, and data collection. It can be a website, a mobile application, or any other online environment where users can access our platform.

Customer: In the context of these Terms and Conditions, a “customer” refers to any individual, entity, or company that uses the services, products, or resources provided by Ubiquo Labs Guatemala, S.A. This customer may be a user accessing our website, a person purchasing our products or services, or an entity establishing a business or contractual relationship with Ubiquo Labs Guatemala, S.A. The relationship between Ubiquo Labs Guatemala, S.A. and the customer will be governed by the terms and conditions set out in this document and any additional agreement that may be made between both parties.

User: Refers to a person or entity that interacts with the platform to obtain information, make inquiries, receive assistance, or perform specific tasks through the platform. Users are those individuals or entities who access or use the services or products provided by the company.

Services: The specific products or functions offered by the company, which may include software, applications, consulting, development, advisory, or others.

META: Refers to the social media services provider that offers an online platform for the management and administration of social media accounts, digital content, and online posts. META provides a range of tools and features designed to help users manage their profiles on multiple social media networks, schedule posts, perform data analysis, and carry out various activities related to online presence.

Social Media: Refers to online platforms and applications that allow users to create personal or business profiles, connect with other users, share multimedia content, engage in digital interactions, and access online communication and entertainment services. Examples include but are not limited to, Facebook, Twitter, Instagram, LinkedIn, and other similar platforms.

WhatsApp QR is a temporary integration option offered by Reach that allows businesses to connect their personal or WhatsApp Business accounts to the platform by scanning a QR code, similar to how WhatsApp Web functions. This enables companies to initiate and respond to messages directly from Reach, keeping control of customer interactions within a single platform.

However, being a temporary integration, it presents certain risks, such as the possibility that the linked number may be temporarily or permanently blocked by Meta if misuse or violation of their policies is detected. To minimize risks, best messaging practices should be followed, such as avoiding the sending of bulk messages or spam, and ensuring that conversations are genuine and come from verified customers or contacts.

This option offers a practical and quick integration solution, but with limitations in terms of advanced functionalities, such as the creation of interactive messages, campaign management from Meta, or the processing of large multimedia files. Companies should carefully evaluate these features when deciding if this integration fits their business needs. For more information, consult our Service Level Agreement.

SLA (Service Level Agreement) or Service Level Agreement refers to online services that facilitate electronic payment transactions, allowing users to make online purchases and financial transactions securely, processing and authorizing payments with credit cards, debit cards, or other electronic payment methods. These payment gateways may include services provided by third parties, payment processing providers, financial institutions, or other systems that enable the secure transfer of funds between the buyer and the seller in online transactions.

Payment Gateways: Refers to online services that facilitate electronic payment transactions, allowing users to securely make purchases and financial transactions online by processing and authorizing credit card, debit card, or other electronic payment methods. Payment gateways may include services provided by third parties, payment processing providers, financial institutions, or other systems that enable the secure transfer of funds between buyer and seller in online transactions.

External Systems: Refers to independent platforms, applications, and systems that operate outside the primary scope of the contract, such as product catalogs, social media networks, customer relationship management (CRM) systems, enterprise resource planning (ERP) systems, and any other API or external system. These external systems and APIs are used to complement, integrate, or interact with the services or products defined in this agreement and may be provided by third parties not affiliated with the contracting parties.

Contract: The legal agreement between the parties that sets out the terms and conditions for using the services.

Fees: The costs associated with using the services, which may include subscription fees, transaction charges, or other expenses.

Confidentiality: The obligation to keep information provided by the company secret and not disclose it to unauthorized third parties.

Breach: The violation of any of the contract’s provisions or terms by one of the parties.

Term: The period during which the contract is in effect and the parties are bound by its terms.

Termination: The early termination of the contract by one of the parties due to specific circumstances outlined in the contract.

Governing Law: The specific legislation governing the contract and any disputes that may arise from it.

Intellectual Property: The ownership rights to any content, brand, patent, software, or other intellectual assets related to the services and how these rights are manage.

Personal Data: Identifiable information about users collected by the company and how it is collected, stored, processed, and protected.

Warranty: The promises or guarantees the company offers regarding the quality, performance, or features of its services.

Liability Limitation: The restrictions placed on the company’s liability in the event of losses, damages, or breaches by the company or users.

Indemnification: The obligation of one party to compensate the other for any loss, damage, or liability arising from a breach of the contract terms.

Modifications: The rules and procedures for making changes to the contract’s terms and conditions and how the affected parties will be notified.

Waiver: The waiver of certain rights or claims under the contract and how it should be formalized.

Notice: How official communication between the parties will be carried out, whether via email, platform notifications, postal mail, or other means.

Exclusive Forum: If the contract specifies a particular venue for dispute resolution, this definition should clarify that forum choice.

Contracting Parties: Identification of the parties involved in the contract, including the company and the user, and their respective responsibilities and obligations.

Service Suspension: The circumstances under which the company may temporarily suspend service provision, such as scheduled maintenance, user non-compliance, or security reasons.

Termination for Breach: The specific conditions that justify the immediate termination of the contract by the company if the user fails to meet certain obligations or policies established in the terms and conditions.

Automatic Renewal: Refers to the practice of automatically extending the user’s subscription or continued use of the platform at the end of their initial subscription or usage period without the user having to take additional steps. This ensures that the user continues to have uninterrupted access to the platform and its features unless they choose to deactivate automatic renewal or cancel the subscription explicitly.

Acceptable Use: The rules and restrictions that users must follow when using the services to prevent misuse or abuse.

Privacy Policy: A link or reference to the company’s privacy policy that describes how users’ personal data is handled.

Notification of Changes: How and when users will be notified of changes to the terms and conditions and how much time they have to accept or reject the changes.

Legal Compliance: Indicates that users must comply with all applicable laws and regulations when using the company’s services.

Cancellation and Inactive Account: The procedures and deadlines for canceling a user account and the policies in case of prolonged account inactivity.

Liability Limits: The precise limitations of the company’s liability in the event of losses or damages, including exclusions of indirect or consequential damages.

Claims and Disputes Process: How users can file claims or disputes with the company and the procedures for resolution, such as mediation or arbitration.

Governing Law and Jurisdiction: The legislation governing the contract and the jurisdiction where legal disputes will be resolved.

Acceptance of Terms and Conditions: How users must consent to and accept the terms and conditions, such as by clicking an “accept” button or another means.

2. Service Description

The digital platform is a business tool designed for comprehensive management of conversations from multiple communication channels, including WhatsApp, Messenger, Instagram, Telegram, Webchat, as well as Facebook comments and story responses. This solution consolidates all these interactions into a single platform in both its web and mobile app versions, allowing executives and supervisors to handle them simultaneously without switching environments.

Key features of the digital platform include the ability to share conversations among users, assign labels for categorization, and add relevant customer information along with specific observations for each interaction. Additionally, an automated menu can direct conversations according to the options selected by the customer, enabling efficient interaction.

To further enhance customer experience, the digital platform offers the option to integrate online product catalogs, making it easy to share product or service information directly through the chat. A particularly notable feature is the ability to make payments directly from the chat via a smart payment link. This system instantly notifies executives through a special tag when the payment is made, accepting methods like credit or debit cards, bank transfers, or cash-on-delivery payments. Besides these features, it allows mass WhatsApp messages to clients with the ability to track their effectiveness. The platform also provides full access to detailed reports on purchase orders, conversations, users, and, depending on the chosen plan, customer satisfaction through artificial intelligence.

For greater versatility, companies can connect external systems subject to evaluation by the support team. It is also possible to create a chatbot with automatic responses based on the chosen plan and audio transcription. Common social media features like sending photos, videos, attachments, and emojis can be used without problems. However, it’s important to note that by integrating the WhatsApp number via the company’s WhatsApp Business API, some features will be lost, such as the ability to send stories, create or join groups, and receive calls through conventional WhatsApp. Messages are centralized on the digital platform.

It’s crucial to consider that, during the migration from WhatsApp to our digital platform, conversations stored on traditional WhatsApp will be lost. Therefore, we strongly recommend backing up “BEFORE” the migration to retain access to old conversations. The digital platform was conceived as a tool designed to simplify customer communication and facilitate closing sales through conversational commerce. It also focuses on providing essential reports and data to enable timely decisions to maintain excellent customer service.

We are limited by the capacity provided by social networks or external systems we are integrated with. We are limited to what payment gateways transmit; we are not financially responsible for duplicate, canceled, or any other kind of charges.

3. Authorized Use

3.1. Personal and Commercial Use Our services are available for personal and commercial use, subject to the restrictions and conditions set forth in these terms and conditions. Users can use the platform for its intended purpose, which includes but is not limited to:

Interacting with their customers to obtain information and answers to general questions.
Integrating social networks into our platform, web chat, and mobile app integration.
Using in marketing campaigns and customer service.

3.2. Use Restriction Users agree not to use our platform services for activities that are illegal, fraudulent, defamatory, harassing, obscene, or that violate third-party rights. The use of our platform is prohibited for:

Distributing illegal or unauthorized content.
Actions that could disrupt or damage our service or the experience of other users.
Impersonating others or providing false information.
Sending spam or unsolicited mail.
Violating copyrights or other intellectual property laws.

3.3. Responsible Use Users are responsible for their use of our platform and must use it responsibly and ethically. They must not:

Attempt to bypass or violate the security of our service.
Use our platform for malicious activities like phishing or malware attacks.
Collect personal information from other users without their consent.

3.4. Use by Minors Users under legal age should not use our platform.

3.5. Compliance with Local Laws Users must comply with all local, state, national, and international laws and regulations applicable when using our services.

3.6. Suspension or Termination We reserve the right to suspend or terminate access to any user who violates these terms and conditions or engages in prohibited activities.

4. Minimum Acceptable Requirements

4.1. Requirements to Operate To operate on our service platform, users must meet the following minimum requirements:

Have a Facebook page.
Have a Facebook Business Manager account.
Have a secure website.
Have administrative access to Facebook pages and accounts.
Have their company verified in Meta.

4.2. Devices and Connection To use our service effectively, users must meet the following minimum requirements:

Access to high-speed internet.
A compatible device, such as a computer, tablet, or smartphone.
An updated web browser with JavaScript enabled.

4.3. Software and Compatibility Our service may require the installation of additional software or applications for optimal use. Users should ensure they have the latest and compatible versions of any necessary software or applications.

4.4. Privacy Settings Users must configure their devices and browsers to meet their privacy and security preferences. This includes cookie settings, notifications, and other privacy options according to their needs.

4.5. Updates and Maintenance Users are responsible for keeping their systems and devices up to date, as well as any necessary software or applications to use our platform. Updates may be necessary to ensure optimal operation.

4.6. Disclaimer We are not responsible for technical problems, errors, or access difficulties caused by users’ failure to comply with the minimum acceptable requirements.

4.7. Technical Support We offer technical support to the extent possible to help users resolve issues related to access and use of our service. Users can contact our support team via email at soporte@reach.tools.

5. Account Registration

5.1. Account Creation Para utilizar ciertas características y servicios de nuestra plataforma, debes registrarte y crear una cuenta. Debes proporcionar información precisa y completa al registrarte y mantener esta información actualizada.

5.2. Passwords and Security Eres responsable de mantener la confidencialidad de tu contraseña y de tomar todas las medidas necesarias para garantizar la seguridad de tu cuenta. No compartas tu contraseña con terceros y notifícanos de inmediato si sospechas de un acceso no autorizado a tu cuenta.

5.3. Single Account Cada usuario está autorizado a crear y mantener una única cuenta de usuario en nuestro servicio. No se permite crear múltiples cuentas sin nuestra autorización expresa.

5.4. Registration Information Al registrarte en nuestra plataforma de servicios digitales, aceptas proporcionar información precisa y completa, incluyendo tu nombre, dirección de correo electrónico y cualquier otra información requerida. La información de registro debe ser tuya y no la de otra persona.

5.5. Minors Nuestros servicios pueden estar destinados a usuarios mayores de cierta edad. Si eres menor de edad, no debes utilizar nuestro servicio.

5.6. Account Closure Nos reservamos el derecho de suspender o cerrar tu cuenta en cualquier momento si violas estos términos y condiciones, si tu cuenta ha estado inactiva durante un período prolongado o por cualquier otro motivo que consideremos necesario.

5.7. User Responsibility Eres responsable de todas las actividades que ocurran en tu cuenta y debes notificarnos inmediatamente de cualquier uso no autorizado o cualquier otra violación de seguridad relacionada con tu cuenta.

5.8. Account Termination In case your account is closed, your access to our services will be suspended, terminated, and any content related to your account may be deleted unless otherwise stated in our data retention policies.

6. Privacy Policy

6.1. Information Collection By using our service, you acknowledge and agree to our Privacy Policy, which governs the collection, use, and disclosure of your personal information.

6.2. Consent to Data Processing By using our digital platform, you consent to the processing of your personal data per our Privacy Policy. You acknowledge that certain information is necessary for the proper functioning of the service and to provide the requested services.

6.3. Data Security We are committed to taking reasonable steps to protect your personal data and maintain its confidentiality. However, be aware that no online security measure is entirely foolproof, and we cannot guarantee the absolute security of your data.

6.4. Access and Control of Your Data You have the right to access, correct, update, or delete your personal data to the extent permitted by applicable law. You can do this through your account settings or by contacting our support team.

6.5. Sharing Data with Third Parties We may share your personal information with third parties in compliance with our Privacy Policy and applicable laws. This may include disclosing information to service providers, legal authorities, or other parties as necessary for the functioning of the digital platform or to comply with legal obligations.

6.6. Cookies and Similar Technologies We use cookies and other similar technologies to collect information and improve the user experience. You can find more information about using cookies in our Privacy Policy.

6.7. Changes to the Privacy Policy We reserve the right to modify our Privacy Policy at any time. Any changes will be notified to users per the Privacy Policy, and these changes will take effect from the date of update indicated in the Privacy Policy.

7. Acceptable Use

7.1. Authorized Purpose The use of our digital platform is subject to specific restrictions and conditions. Users must use the platform only for legitimate and authorized purposes, which include but are not limited to:

Obtaining information and answers to general questions.
Interacting with users respectfully and ethically.
Using the platform per applicable laws and regulations.

7.2. Restrictions Users agree not to use our service for activities that are illegal, fraudulent, defamatory, harassing, obscene, or that violate third-party rights. The use of the platform is prohibited for:

Distributing illegal or unauthorized content.
Impersonating others or providing false information.
Sending spam or unsolicited mail.
Violating copyrights or other intellectual property laws.

7.3. Ethical Use Users are responsible for using the platform ethically and responsibly. They must not:

Attempt to bypass or violate platform security.
Use the platform for malicious activities like phishing or malware attacks.
Collect personal information from other users without their consent.

7.4. User Content Users are responsible for the content they create and submit through the platform. Sending illegal, defamatory, offensive, or rights-violating content is not allowed.

7.5. User Responsibility Users are responsible for their actions and behavior when using the platform and agree to indemnify us and hold us harmless from any claims or damages resulting from their misuse.

7.6. Compliance with Local Laws Users must comply with all local, state, national, and international laws and regulations applicable when using our service.

7.7. Acceptable Use is Also Subject to the Policies of Social Networks, Payment Gateways, and Other External Systems Connected to Our Digital Platform.

8. Intellectual Property

8.1. Copyright
All copyright and intellectual property rights related to our service, including but not limited to software, design, text, graphics, logos, images, videos, and any other content, are the exclusive property of Ubiquo Labs Guatemala, S.A. Custom developments made on our platform at the client’s request are also part of the intellectual property of our service.

8.2. Limited License
By accepting these terms and conditions, we grant users a limited, non-exclusive, non-transferable license to use our service in accordance with these terms and conditions. This license is subject to restrictions and does not include any ownership rights over the service.

8.3. Restricted Use
Users are not permitted to:

Copy, modify, distribute, or transmit content from our digital platform, except to the extent necessary for authorized use.
Reverse engineer, decompile, or disassemble the software.
Use any part of the platform service to create competing products or services.

8.4. User Content
Users retain intellectual property rights over the content they create and submit through our platform. However, by providing content to the platform, users grant Ubiquo Labs Guatemala, S.A. a non-exclusive license to use, modify, display, and distribute such content in connection with the provision of our services.

8.5. Trademarks
The trademarks, trade names, and logos used in connection with our digital platform are the property of Ubiquo Labs Guatemala, S.A. or third parties. Unauthorized use of these trademarks is not permitted. The trademarks of external systems that our digital platform connects to are the exclusive property of our partners.

8.6. Infringement Claims
If a user believes that their intellectual property has been used in a way that constitutes infringement, they must notify Ubiquo Labs Guatemala, S.A. in accordance with our (Infringement Claims).

9. Fees and Payments

9.1. Fees
The use of our services may be subject to fees, which are detailed on our pricing page depending on the contracted plan at https://reach.tools/precios/. We reserve the right to modify these fees at any time, and any changes will apply from the effective date indicated on the pricing page. Users will be notified in advance of any changes to the fees. For more information, visit Automatic Collection Policy for Reach Licensing.

9.2. WABA Conversation Costs
Additional costs for conversations in META that exceed the contracted plan will be borne by the customer. This means that, in addition to the basic services provided by our platform and the conversation package included in each plan, any conversation initiated by the business or establishment through our platform will incur an additional cost, which the customer must cover. It is essential that users understand these additional charges if they exceed the conversation limit included in their plan, to avoid surprises in their billing. Maintaining clear and transparent communication regarding these costs is crucial to ensuring a satisfactory and misunderstanding-free business relationship between both parties.

9.3. Payment Methods
We accept the following payment methods for the fees associated with our services:

Credit and debit cards
Other payment methods that may be available and specified on our website.

9.4. Billing and Payment
Fees will be billed according to the plan or services the user has selected. Billing will occur periodically, either monthly, semi-annually, or annually, as specified on the pricing page or in the contract agreed with the user. The user agrees to provide valid payment information and authorizes our company to charge the corresponding fees using the provided payment method. If payment is declined or not made on time, we reserve the right to suspend or cancel the services provided.

9.5. Cancellation and Refund
Users may cancel their subscription or services at any time after three months of continuous payment for any of our plans. However, no refunds will be given for payments already made, unless expressly stated otherwise in a separate agreement between the user and our company.

9.6. Taxes
The user is responsible for any applicable taxes arising from the use of our digital platform and agrees to comply with all applicable tax laws and regulations as the case may be.

9.7. Price Changes
We reserve the right to modify fees at any time, with prior notice to the user. Price changes will not affect subscriptions or services already paid for during the current period.

9.8. Setup Payment
The setup fee is paid at the start of the service relationship and does not recur periodically, unlike the recurring subscription fees. This payment is intended to cover the costs associated with the installation, configuration, and preparation of the necessary resources to get the service up and running.

9.9. Maximum Implementation Time
The implementation time is the period from the signing of the proposal or quotation until your service is fully operational. To ensure efficient and timely implementation, we have established a maximum limit of 3 calendar weeks for this process. At the end of this period, the contracted plan’s recurring payment will be activated, and our system will charge the registered payment method. It is essential to complete the implementation within the established time to guarantee the availability and dedication of our support team, ensuring that everything works perfectly from the start. Completing the integration within the timeframe not only ensures a smooth transition but also optimizes the use of our resources and your investment.

10. Warranties and Liability

10.1. Use of the Service
Our services are provided “as is” and “as available.” We make no express or implied warranties regarding the quality, accuracy, suitability, reliability, or availability of our services. The use of our services is at the user’s own risk.

10.2. Limitation of Liability
Under no circumstances will we be liable for any direct, indirect, incidental, special or consequential damages, including but not limited to loss of profits, data, use or business interruption, even if we have been warned of the possibility of such damages by social media providers, payment gateways and other external systems regarding their platform operation. Additionally, under no circumstances will the company be liable for malfunctions of payment gateways contracted by the client.

The company limits its liability exclusively to the point where the WhatsApp Business API (WABA) number connection remains active with our official provider (BSP). Once this connection has been interrupted or unlinked, and the client has chosen not to continue using our services through the current BSP, the company will not be responsible for any resulting issues, losses, or interruptions. In these cases, we will not be able to provide technical support related to the process of reconnecting or reinstalling the number to WhatsApp services, as this becomes the exclusive responsibility of the client.”

10.3. Service Availability
We strive to maintain the constant availability of our services, but we do not guarantee that the service will be free from interruptions or errors on the part of META, social network providers, payment gateways, and external systems. We are not responsible for any loss or damage the user may suffer due to service interruption.

10.4. Disclaimer of Warranties
To the extent permitted by law, we disclaim all warranties, whether express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, and non-infringement.

10.5. Maintenance and Updates
We reserve the right to perform scheduled maintenance on our services, which may result in temporary unavailability of the digital platform. We also reserve the right to make updates and improvements to the service without prior notice.

10.6. User Responsibility
The user is responsible for their use of the digital platform and agrees to indemnify and hold us harmless from any claim, demand, or damage arising from their improper use of the service.

10.7. Jurisdiction
Any dispute related to our services will be governed by the laws of Guatemala and subject to the exclusive jurisdiction of the competent courts in Guatemala City.

11. Service Termination

11.1. Termination by the User
Users have the right to terminate their subscription or stop using our services at any time, after fulfilling the minimum usage time. They must also inform us one month in advance of the service cancellation, as this is the maximum time we need to release the numbering in META. To do so, they must follow the cancellation procedures provided on our website or platform. Subscription cancellation will take effect at the end of the current billing period or when the customer requests it, in compliance with the above.

11.2. Termination by Us
We reserve the right to terminate or suspend a user’s account and access to our services in the event of a breach of these terms and conditions, fraudulent activities, service abuse, or for any reason we deem necessary. We will notify the user of the termination or suspension, unless circumstances do not allow it.

11.3. Effects of Termination
Upon termination of services, the user will lose access to all features provided on our digital platform. The user is expected to cease using the service immediately.

11.4. Data Retention
We may retain user data after service termination in accordance with our privacy policy and in compliance with applicable laws. Personal data will be handled in accordance with our privacy practices.

11.5. Service Modification or Suspension
We reserve the right to modify, suspend, or discontinue any part of our digital platform services at any time without prior notice. We are not responsible to the user or third parties for any modification, suspension, or discontinuation of the service.

11.6. Rights After Termination
The termination of services does not release the user from the obligations and responsibilities established in these terms and conditions, including those related to pending fees and liability.

11.7. Service Suspension for Non-Payment
If two consecutive credit card payment attempts are denied on a customer’s account, the following service suspension procedure will be activated:

The customer will be notified of the first payment denial, indicating that the payment has been rejected and providing instructions to resolve the issue.
If a second payment denial occurs within 3 days of the first, access to the platform services will be temporarily suspended.

This applies to all customers using credit cards as a payment method for our services.

12. Modifications

12.1. Changes to the Terms and Conditions
We reserve the right to modify these terms and conditions at any time without prior notice. Any changes will take effect from the date of update indicated at the top of this page. It is the user’s responsibility to periodically review these terms and conditions to stay informed of modifications.

12.2. Notification of Changes
To the extent possible, we will notify users of significant changes to these terms and conditions via a notice on our website or other reasonable means of communication. However, we do not guarantee notification of minor changes to each individual user.

12.3. Acceptance of Modifications
Continued use of our service after the effective date of any changes to these terms and conditions will constitute acceptance of such changes by the user.

12.4. Service Changes
We reserve the right to modify, suspend, or discontinue any feature of our digital platform at any time without prior notice. We are not responsible to the user or third parties for any modification, suspension, or discontinuation of the service.

12.5. Right to Decline Acceptance
If a user does not agree with these terms and conditions or the modifications made to them, they must stop using our digital platform and cancel their account, if applicable.

13. Contact

13.1. Contact Information
For any inquiries, comments, complaints, or requests related to our digital platform, services, or these terms and conditions, users can contact us through the following means: Email: soporte@reach.tools WhatsApp / Phone: +502 - 55750567

13.2. Technical Support
We provide technical support to help users resolve issues related to accessing and using our digital platform. Users can contact our technical support team via email at soporte@reach.tools.

13.3. Response Time
We strive to respond to user inquiries and requests in a timely manner. However, response times may vary depending on the nature of the inquiry and the current workload of our support team.

13.4. Electronic Communications
By using our services, users agree to receive electronic communications from us, including service-related emails, notifications of changes to these terms and conditions, and other relevant messages. Users can opt out of receiving promotional communications at any time.

13.5. Communication Language
Communications with users will be conducted in the language in which we offer our services, unless otherwise agreed.

13.6. Support Hours
Our support hours for inquiries and technical support will be specified on our website. Outside of these hours, inquiries and requests will be addressed on the next business day.

14. Support

”Support” refers to the set of services and resources provided by Ubiquo Labs Guatemala, S.A. to assist our clients in the proper and efficient use of our products or services. Our commitment to providing support is based on our Service Level Agreement (SLA), which outlines the standards and response times for resolving customer inquiries, technical issues, and requests in a timely and effective manner. For more details on our SLA and the service levels offered, please refer to the corresponding document available at the following link: https://help.reach.tools/es/sla.

15. Acceptance of the Terms

15.1. Mandatory Acceptance
The use of our services is subject to the acceptance of these terms and conditions. By accessing and using our service, users agree to be legally bound by these terms and conditions. Additionally, by using the services provided by META, social networks, payment gateways, and external systems, users agree to be bound by the terms and conditions of the provider.

15.2. Legal Capacity
To accept these terms and conditions and use our services, users must have the legal capacity to enter into a binding contract in their jurisdiction. If they do not meet this requirement, they must not use our services.

15.3. Authorized Use
Users must use our digital platform in accordance with the authorized purpose and restrictions set forth in these terms and conditions.

15.4. Modifications
Users acknowledge that these terms and conditions may be modified at any time, and it is their responsibility to review them periodically. Continued use of our services after any modifications will constitute acceptance of the updated terms and conditions.

15.5. Consent to Data Processing
By using our service, users agree to our processing of personal data in accordance with our Privacy Policy, which is part of these terms and conditions.

15.6. Non-Acceptance
If a user does not agree with these terms and conditions or does not meet the requirements for acceptance, they must not use our services.

15.7. Automatic Renewal
When you subscribe to our services, we offer the option to activate automatic renewal. This means that, at the end of your monthly subscription period, your subscription will automatically renew for another month, and you will be billed automatically to ensure that you continue to enjoy the support of our platform without interruptions.

If you wish to cancel automatic renewal or make changes to your subscription, you can do so at any time after having completed the minimum of 3 months of continuous service from your user account.

Data Retention Policies

Privacy and responsible data management are fundamental in today’s digital age. As part of our commitment to protecting our users’ privacy and complying with applicable privacy laws, we have established clear and transparent data retention policies.

Our data retention policies define how we collect, store, and use our users’ personal information, as well as how long we retain this information. We understand that data retention is an important issue for our users, and we are committed to ensuring that data is handled securely, ethically, and in compliance with relevant privacy regulations.

This policy provides an overview of how personal data is retained and deleted, users’ rights regarding their data, and our obligations to maintain the integrity of the data in our possession. We also outline the procedures for accessing, modifying, and deleting personal data.

It is important to note that our data retention policies are consistent with our privacy and data security policies. We are committed to ensuring that our users’ data is used only for the legitimate and specific purposes for which it was collected and that it is deleted in a timely manner when no longer necessary.

We are dedicated to reviewing and updating these policies periodically to reflect changes in privacy laws and regulations, as well as to adapt to the changing needs of our users. We appreciate the trust our users place in us when sharing their personal data, and we are committed to protecting that trust by implementing strong and ethical data retention practices.

Policies

Basic Data Retention
The company will retain users’ personal data for as long as necessary for the purposes for which it was initially collected or as long as the company has a valid legal basis to do so. Data will be deleted when no longer needed for those purposes or when the user requests its deletion, provided there are no legal obligations requiring data retention for a longer period.

Account Data
User account data will be retained for the duration of the contractual relationship and for a reasonable period after account termination to allow account recovery or to comply with legal obligations.

Payment Data
Payment data, such as credit card information, will only be retained for as long as necessary to process transactions and comply with applicable laws and regulations. The company will not store full credit card details after a transaction is completed.

Marketing Data
Data used for marketing purposes, such as email addresses, will be retained as long as the user does not unsubscribe or request the deletion of their data. Users have the right to opt-out at any time.

Usage and Security Logs
Usage and security logs, such as website activity logs or access logs, will be retained for a limited period for security, legal compliance, or statistical analysis purposes. Logs will be anonymized or deleted when no longer needed for these purposes.

Legal Compliance
The company will retain personal data for as long as necessary to comply with legal obligations, such as tax retention requirements or government regulations.

Customer Support Data
Data collected during customer support interactions will be retained for a reasonable period after the support request is resolved for future reference or follow-up unless the user requests its deletion.

Right to Deletion
Users have the right to request the deletion of their personal data at any time, subject to applicable legal and regulatory limitations.

Data Security
Appropriate security measures will be implemented to protect stored data, and precautions will be taken to prevent unauthorized access or misuse of the data.

Periodic Review
These data retention policies will be reviewed periodically and adjusted as necessary to comply with current laws, regulations, and best practices regarding data privacy.

Intellectual Property Fraudulent Use Report Procedure

As part of our dedication to protecting intellectual property rights and ensuring a fair and ethical environment on our platform, we have established an Intellectual Property Fraudulent Use Report Procedure. This process is designed to help rights holders address potential infringements and take appropriate action when unauthorized use of their intellectual property is suspected on our platform. Through this procedure, we reaffirm our commitment to safeguarding our users’ intellectual property rights and maintaining an environment of respect and legality.

Step 1: Identifying the Infringement
If you believe your intellectual property has been fraudulently used by a third party on our platform, it is important that you gather evidence to support your claim. This may include screenshots, links to infringing content, intellectual property registration details, and any other relevant proof.

Step 2: Initial Contact
Contact our support team or the department designated to handle intellectual property claims. Provide the following information:

Your name and contact information.
A detailed description of the alleged infringement, including the specific content or activity you believe is infringing.
The evidence supporting your claim, as mentioned in Step 1.

Step 3: Initial Evaluation
Our team will review the initial claim and the evidence provided. If the claim appears to be valid and supported by sufficient proof, a more detailed investigation will proceed.

Step 4: Detailed Investigation
If the claim is found to have merit, a thorough investigation will be conducted to assess the nature and extent of the infringement. This may include contacting the alleged infringer to obtain their response and further details.

Step 5: Corrective Action
If it is confirmed that an intellectual property infringement has occurred, steps will be taken to remedy the situation. These steps may include removing the infringing content, suspending the infringer’s account, notifying affected parties, and any other action necessary to halt the infringement.

Step 6: Notification to Affected Parties
If your intellectual property has been fraudulently used to the detriment of other parties, they will be notified of the action taken and provided with the necessary information to exercise their legal rights, if applicable.

Step 7: Communication with You
We will keep you informed of the progress of the investigation and actions taken. If you wish to take additional legal action, we recommend consulting with a legal advisor.
This procedure is intended to address intellectual property fraud claims fairly and effectively. Our company is committed to protecting intellectual property rights and taking appropriate action against infringement.