Terms of Use

September 7, 2026 · v2026-09.1

These Terms of Use govern access to and use of the Duologa platform, provided by CONVERSAÇÕES INSTITUTO DE FACILITAÇÃO DE DIÁLOGOS LTDA, registered under CNPJ No. 08.867.260/0001-70, headquartered at R. Professor Alonso Ferraz, 81 — Ribeirão Preto/SP, Brazil, ZIP 14025-530, hereinafter "Duologa".

By creating an account, subscribing to a plan, accessing an authenticated area, accepting an invitation or using any Duologa feature, the user declares that they have read, understood and agree to these Terms and to the Privacy Policy.

Where the user uses the Platform on behalf of a practice, clinic, company, institution or other organization, they declare that they have authority to bind it to these Terms.

1. Definitions

For these Terms:

Platform: the website, systems, applications, APIs, interfaces, videoconferencing features and other services provided under the Duologa brand.
Subscriber: the individual or legal entity that subscribes to a Duologa plan.
Professional: the health, psychology, therapy or related professional who uses the Platform in the exercise of their activity.
Organization: the clinic, practice, company, institution or other legal entity that provides accounts to professionals or staff.
Client: the patient, client, beneficiary or other person whose data is entered into the Platform by the Professional or the Organization.
Guest User: a person who accesses a session, form, document or restricted area by invitation.
Professional Content: information, documents, clinical records, entries, notes, recordings, transcripts, files and other materials entered or produced by the user.
Clinical Data: information relating to physical or mental health, care history, professional records, hypotheses, assessments and other information covered by professional secrecy.
Artificial Intelligence Features or AI Features: transcription, summarization, organization, search, classification, text suggestion, record structuring or draft preparation features.
Transcription Vendor: the specialized speech processing vendor engaged by Duologa, identified in the Privacy Policy and on the subprocessors page.

2. Purpose of the Platform

Duologa is a technology platform intended to support administrative and professional activities. Depending on the plan, the Platform may provide:

calendar and appointment management;
client records and relationship management;
organization of clinical records and entries;
document storage and management;
delivery of or integration with remote sessions;
recording and transcription, where expressly enabled;
AI-assisted summaries and drafts;
semantic search and organization of information;
assisted document generation;
communications, reminders and billing;
integrations with calendars, videoconferencing, payments and other systems.

Available features may vary according to the plan, version, territory, account settings and contracted integrations.

3. Technological nature of the service

Duologa is a technology provider and does not deliver psychological, medical, therapeutic or any other health service.

The Platform:

does not perform psychotherapy;
does not establish a professional-patient relationship;
does not issue diagnoses;
does not prescribe treatments;
does not perform psychological assessment;
does not select professional techniques or instruments;
does not replace the Professional's judgment;
does not make clinical decisions on behalf of the Professional;
does not provide urgent or emergency services.

Subscribing to Duologa does not constitute a referral, certification, supervision or guarantee of the qualification of any registered Professional.

The care relationship is established directly between the Professional or the Organization and the Client. Duologa is not part of that professional relationship and is not liable for the quality, suitability, outcome or content of the care provided.

4. Registration and eligibility

Professional accounts may only be created by persons aged 18 or over with legal capacity.

The Professional must provide truthful, complete and up-to-date information, including, where applicable:

name and professional identification;
professional council registration number;
specialty or field of practice;
contact details;
tax and billing information.

Duologa may request documents or carry out checks to prevent fraud and confirm identity or registration status. Such verification does not replace the Professional’s duty to keep their registrations, licenses and authorizations in good standing.

Credentials, passwords and authentication mechanisms are personal and non-transferable. The user is responsible for keeping them confidential and for immediately reporting any suspicion of unauthorized access.

5. Responsibilities of the Professional and the Organization

It is the exclusive responsibility of the Professional or the Organization to:

verify their license to provide the services offered;
observe the legislation, code of ethics and rules of their professional council;
assess the suitability of in-person or remote care for each case;
inform the Client about the conditions of care;
define the legal bases applicable to the processing of Clinical Data;
provide privacy notices and obtain consents or authorizations where required;
keep professional records complete, accurate and up to date;
fully review any content produced with AI assistance;
validate, edit, complement and sign professional documents;
adopt procedures for crisis, risk, urgent or emergency situations;
control staff access and remove unnecessary permissions;
keep the copies and exports required to comply with retention obligations;
ensure that the equipment and environments used preserve the privacy of sessions;
verify the identity and, where applicable, the legal representation of the Client;
obtain authorizations from legal guardians for the care of children or adolescents;
limit data collection to what is necessary for the professional purpose.

The existence of automated features does not transfer to Duologa the technical, ethical, civil or professional liability for the care provided or the content produced.

6. Clients and data entered by users

The Professional or the Organization must inform Clients that they use Duologa as a technology service provider.

Before entering Clinical Data, the Professional or the Organization must ensure that they:

have a legal basis for the processing;
have provided the legally required information;
have collected specific authorizations where necessary;
are not entering excessive data or data incompatible with the professional purpose;
are authorized to share the data with the Platform and its subprocessors.

With respect to Clinical Data processed at the instruction of the Professional or the Organization:

the Professional or the Organization acts as controller;
Duologa acts predominantly as processor;
Duologa will process the data in accordance with the controller’s documented instructions;
Duologa will not use the data for its own clinical purposes;
Duologa may use subprocessors bound by security, confidentiality and purpose-limitation obligations.

For data relating to registration, billing, security, fraud prevention, support, commercial relationship and the general operation of the Platform, Duologa may act as an independent controller.

7. Artificial intelligence features

AI Features are auxiliary instruments that produce suggestions, classifications, summaries or drafts.

AI-generated results may contain factual errors, omissions, inconsistencies, inadequate interpretations, incomplete information or language incompatible with professional standards. No result should be used without human review.

The Professional remains fully responsible for any note, report, expert opinion, assessment, certificate, statement, record, referral or document used in their practice.

Duologa’s AI must not be used to:

produce an autonomous diagnosis;
decide on treatment or clinical approach;
autonomously interpret psychological tests;
replace a professional interview, assessment or examination;
make a decision affecting the Client without human analysis;
create a professional document without review and validation;
simulate independent therapeutic care;
provide urgent or emergency guidance.

Duologa will not use identifiable Clinical Data to train general or shared artificial intelligence models. The transcription feature must only be made available where the vendor’s configuration or contract prevents the content from being used for general training, benchmarking or the development of the vendor’s or third parties’ products.

Effectively anonymized data may be used for security, performance measurement, technical research and improvement of the Platform, provided it does not allow the identification or re-identification of data subjects by reasonable means.

8. Remote sessions

Where the feature is available, Duologa may enable remote sessions through its own infrastructure or through integrated third-party services.

The Professional is responsible for assessing whether remote care is technically, ethically and clinically appropriate for each situation, and for maintaining a contingency procedure in case of interruption, crisis or the need for in-person care.

The Platform is not an urgent or emergency service and must not be used as the sole means of responding to situations involving immediate risk to life, physical integrity or the safety of any person.

9. Recording, transcription and external processing

9.1 Optional nature and specific consent

Recording and transcription will remain disabled by default and may only be started upon express action by the Professional and specific authorization from the participants.

Before recording starts, the Platform must display a clear notice containing at least:

the information that the session will be recorded;
the purpose of the recording and of the transcription;
the categories of data processed;
the existence of automated processing;
the sharing with an external vendor;
the international nature of the operation;
the main destination country;
the retention period or criterion;
the means to withdraw the authorization.

General acceptance of these Terms or of the Privacy Policy does not replace the specific authorization for recording, transcription and international transfer.

Refusal of recording or transcription must not prevent the session from being held without those features, unless they are indispensable to a specific modality previously chosen and a reasonable alternative exists.

Consent must be free, informed, unambiguous, prominent and recorded in an auditable manner. Where the Client is a child, an adolescent or a legally represented person, the applicable rules on representation, best interest and evolving autonomy must be observed.

9.2 Transcription by a specialized vendor

Where transcription is enabled, the session audio will be sent to a specialized speech processing vendor acting as Duologa’s subprocessor to convert speech into text. The vendor’s identity, the destination country and the other subprocessors are set out in the Privacy Policy and on the subprocessors page, which are kept up to date.

The main processing may take place in the United States, constituting an international transfer of personal data, including sensitive personal data relating to health.

While the transfer is based on consent, the international authorization will be collected specifically and prominently, separately from other purposes, with prior information about the international nature of the operation.

Duologa may replace the transfer basis with standard contractual clauses approved by the Brazilian National Data Protection Authority or with another legally valid mechanism. The change will be reflected in the Privacy Policy and will not reduce the safeguards available to data subjects.

9.3 Purpose limitation and prohibition of training

The transcription vendor must process the data solely to provide the requested transcription service.

Duologa will only use accounts, plans, regions and settings that prevent audio, transcripts and Clinical Data from being used for:

training of general or shared models;
benchmarking;
advertising;
creation of commercial profiles;
development of the vendor’s or third parties’ own products.

Duologa must retain contractual evidence or vendor confirmation of the opt-out from the model improvement program. Free accounts or settings that do not allow such opt-out must not be used for therapeutic sessions or other clinical content.

9.4 Retention and deletion

Files sent for transcription will be retained for the shortest period technically necessary and compatible with the contracted plan and settings.

After the transcript has been retrieved and technically verified, Duologa will request or execute the deletion of the temporary files and artifacts held by the vendor, except for minimum metadata required for billing, security, fraud prevention or legal compliance.

A copy of the recording will only remain stored at Duologa where such retention has been expressly enabled by the Professional and disclosed to the participants.

9.5 Quality and review

Automated transcription may contain errors, especially in proper names, technical terms, numbers, accents, overlapping speech, noise or low-quality audio.

The transcript is auxiliary material and will not be considered a definitive clinical record, professional document, diagnosis, assessment or clinical guidance until it has been reviewed and validated by the Professional.

9.6 Prohibited uses relating to recording

It is prohibited to:

carry out covert recording through the Platform;
conceal from participants that recording is active;
use the recording for a purpose other than the one disclosed;
share the recording without a legal basis;
start recording after a participant has refused;
use recordings or transcripts for AI training without specific, separate and legally valid authorization.

10. Professional Content and intellectual property

The user retains the rights and responsibilities over the Professional Content they enter into the Platform.

The user grants Duologa a limited, non-exclusive license, for the period necessary, to host, store, technically reproduce, process, transmit, back up, display, convert formats and run the contracted features, including producing the requested transcripts, summaries or drafts.

This license does not authorize Duologa to commercially exploit Clinical Data or confidential content for purposes unrelated to providing the service.

To the extent permitted by law, Duologa does not claim ownership of results generated specifically for the user. The user must verify third-party rights, professional duties and legal limitations applicable to the use of those results.

The brand, code, design, interfaces, documentation, operating models, technological foundations and other elements of Duologa remain the property of Duologa or its licensors.

11. Plans, payments and renewal

The prices, limits and features of each plan will be presented before subscription.

Unless stated otherwise in the offer:

billing is in advance;
recurring plans renew automatically;
the user may cancel the renewal before the next cycle;
price changes will be announced in advance;
legally applicable taxes may be added.

Cancellation prevents future charges but does not, in itself, produce a pro-rata refund for a period already started, except for the statutory right of withdrawal, a proven service failure, a specific provision of the offer or a legal determination.

Where a consumer relationship exists and article 49 of the Brazilian Consumer Protection Code applies, the user may exercise the right of withdrawal within the statutory period of seven days from a subscription made outside the business premises.

Non-payment may result in restriction of features or account suspension, after notice to the Subscriber, without prejudice to data preservation during the disclosed cure period.

12. Trials, beta features and changes

Experimental, beta or early-access features may present a higher incidence of errors, be changed or removed, have specific limits, or not be covered by contracted service levels.

Duologa may update features to fix defects, improve security, comply with legal obligations or evolve the product.

Changes that substantially reduce essential features of paid plans will be communicated with reasonable notice, except for urgent security changes or those required by law.

13. Availability and integrations

Duologa will use reasonable efforts to keep the Platform available but does not guarantee uninterrupted or error-free operation.

Interruptions may occur due to maintenance, updates, telecommunications failure, vendor unavailability, act of God or force majeure, cyberattack, order of an authority, or problems with the user’s equipment or connection.

Specific availability guarantees exist only where provided for in a separate contract or service level agreement.

Integrations with calendars, videoconferencing, payments, messaging or other services depend on third parties. The user will also be subject to those third parties’ terms and policies. Duologa is not liable for changes, unavailability or unilateral discontinuation of external services.

13.1 WhatsApp module

The WhatsApp module is an additional feature, contracted separately from the plan. By activating it, the Organization or the Professional connects their own WhatsApp Business account and phone number through Meta’s official sign-up flow, and accepts Meta’s and WhatsApp Business’s terms and policies applicable to the account.

Duologa acts as a technology provider (Tech Provider) authorized by the account holder: it operates the line on the holder’s behalf for appointment confirmations, billing reminders and administrative service, and is not a party to the relationship between the holder and Meta. Charges from Meta for conversations or other WhatsApp Business services are the account holder’s responsibility.

The holder is responsible for obtaining the Clients’ communication consent before any outbound message, for the content of the message templates submitted to Meta for approval, and for compliance with the WhatsApp Business usage policies, including the prohibition of unsolicited messages.

Duologa may suspend use of the line, without prejudice to other measures, in the event of a quality flag, restriction or block by Meta, use contrary to these Terms, or non-payment of the module. The holder may disconnect the line at any time on the platform.

14. Account security

The user must:

use a strong and unique password;
enable additional authentication where available;
keep devices protected;
not share credentials;
periodically review authorized users;
immediately report any suspicion of unauthorized access;
sign out of sessions on shared equipment.

Duologa may temporarily block access where it identifies reasonable indications of fraud, credential compromise or security risk.

15. Prohibited uses

It is prohibited to use the Platform to:

violate laws or professional rules;
enter unlawfully obtained data;
access a clinical record or account without authorization;
covertly record or monitor people;
disclose information protected by professional secrecy;
engage in discrimination, harassment, fraud or violence;
transmit malware or attempt to compromise security;
reverse engineer outside the legally permitted cases;
extract data through unauthorized automated means;
test vulnerabilities without written authorization;
use AI as a substitute for professional care;
produce false or misleading documents;
share content that infringes third-party rights;
assign or commercialize accounts without authorization;
use the Platform for care incompatible with the available features.

16. Suspension and termination

Duologa may suspend or terminate an account in the event of serious or repeated breach of these Terms, risk to security or to data subjects, fraud, unlawful use, order of an authority, uncured non-payment, credential compromise, or use that may cause material harm to the Platform or to third parties.

Whenever the urgency of the situation allows, the user will be informed in advance and given a reasonable opportunity to remedy the issue.

The Subscriber may close the account through the available channels.

After termination, the Subscriber will have up to 90 days to export the data, unless a different period is set out in the contract or imposed by an authority.

Once the export window has closed, the data will be deleted from active environments, except for legal obligations, the regular exercise of rights, preservation orders, security investigations and backups subject to the retention cycle described in the Privacy Policy.

The Professional remains responsible for preserving the records they must keep under the law or professional rules.

17. Confidentiality

Duologa will treat Professional Content and Clinical Data as confidential information.

Internal access will be limited to authorized persons who need it to provide support, maintain security, comply with legal obligations or execute the controller’s instructions.

Staff and vendors with access will be bound by confidentiality duties compatible with the nature of the information.

Information will not be considered confidential where it is public without breach of these Terms, was already legitimately known, was lawfully obtained from a third party, or must be disclosed under the law or a valid order.

18. Liability and limitations

Duologa will be liable for direct damages demonstrably caused by a failure attributable to the provision of its services, in accordance with applicable law.

Duologa is not liable for:

clinical or professional decisions;
unreviewed errors in AI results;
incorrect data or instructions provided by the user;
access improperly granted by the account administrator;
breach of professional duty by the user;
absence of consent or legal basis under the controller’s responsibility;
failures of the internet, equipment or the user’s environment;
acts or unavailability of external services;
loss caused by failure to export within the disclosed period;
use incompatible with these Terms.

In strictly business relationships, and unless otherwise agreed, Duologa’s total liability for financial damages related to the service is limited to the amounts paid by the Subscriber in the 12 months preceding the triggering event.

This limitation does not apply to willful misconduct, fraud, gross negligence where exclusion is prohibited, breach of confidentiality attributable to Duologa, an incident caused by non-compliance with legal security obligations, personal injury, consumer rights or liabilities that cannot be limited by law.

19. Data processing

The processing of personal data is governed by the Privacy Policy and, where applicable, by the data processing agreement entered into with the Subscriber.

In the event of conflict:

the contract or commercial proposal prevails as to commercial conditions;
the data processing agreement prevails as to the controller’s specific instructions;
these Terms prevail as to the general rules of use;
the Privacy Policy explains the processing practices and the rights of data subjects.

20. Changes to these Terms

These Terms may be updated to reflect legal, regulatory, technical or commercial changes.

Relevant changes will be communicated through the Platform, by e-mail or through another appropriate channel.

Where the change depends on new consent or acceptance, Duologa will request a specific statement from the user.

Continued use after the changes take effect will constitute agreement only where such form of acceptance is legally valid.

21. Communications and electronic records

The user agrees to receive operational and contractual communications by electronic means.

Acceptance records, logs, IP address, date, time, document version and other electronic records may be used as evidence of the subscription and of the operations performed, in accordance with the law.

22. Governing law and dispute resolution

These Terms are governed by Brazilian law.

The parties will first seek to resolve disputes through Duologa’s support channels.

Where a consumer relationship exists, the consumer is assured the venue of their domicile and access to consumer protection bodies.

In strictly business relationships, the courts of Ribeirão Preto/SP, Brazil, will have jurisdiction, unless otherwise agreed or required by a mandatory rule of jurisdiction.

23. Contact

Support: contato@conversacoes.com.br
Privacy and data protection: contato@conversacoes.com.br
Security: contato@conversacoes.com.br
Address: R. Professor Alonso Ferraz, 81 — Ribeirão Preto/SP, Brazil, ZIP 14025-530