HintUP® Terms and Conditions of Use

Updated 28 October 2026. Previous version: 29 January 2021.

These Terms govern the use of the tools and services provided by S. B. PASTRO TECNOLOGIA DA INFORMACAO LTDA, Brazilian tax ID (CNPJ) 36.608.531/0001-09, with registered office at Av. Paulista, 807, Suite 2315, São Paulo/SP, Brazil, hereinafter HINTUP. By creating an account or contracting any service, the customer declares to have read and accepted these Terms, the Privacy Policy and the Refund Policy, which form part of them.

1. Subject matter

1.1 HINTUP provides software services (SaaS) for online stores: search, personalisation and recommendation tools, consumer communication and lead capture, as described at hintup.io/solutions, installed in the customer’s store through integration with the e-commerce platform the customer uses.

1.2 Available tools, features and limits may vary by plan and by e-commerce platform. The applicable description is the one published at hintup.io/plans on the contracting date.

2. Acceptance and applicable documents

2.1 The following documents make up the agreement between the customer and HINTUP, in this order of precedence in case of conflict: (a) the Refund Policy, for cancellation and return of amounts; (b) the Privacy Policy, for personal data; (c) these Terms; (d) the plans page in force at contracting.

2.2 The customer should check for updates to these documents before each use. Anyone who does not agree with any rule must stop using the services and cancel the account under the Refund Policy.

2.3 These Terms also apply to HINTUP’s channels on social networks and messaging apps, existing or future.

3. Registration and account

3.1 Access to the tools requires creating an account with the details of the legal entity or individual responsible for the store. The customer warrants that the details are complete, true and current, and must keep them up to date.

3.2 The customer is solely responsible for safeguarding login and password and for everything done on the account. Loss, leak or unauthorised use of the password must be reported to HINTUP immediately.

3.3 HINTUP may refuse, suspend or close accounts with false, incomplete or outdated details, or in the cases provided by law and these Terms.

3.4 The services are intended for legal entities and for individuals with full legal capacity. Non-emancipated minors under 18 and other legally incapable persons may contract only when assisted or represented by their legal guardians, who are civilly and criminally liable for the acts performed.

3.5 The account may be used by more than one person on the customer’s team, under the responsibility of the account holder. HINTUP may, at any time, offer individual logins and require their use.

4. Plans and billing cycles

4.1 Services are contracted by subscription, in monthly, semi-annual or annual cycles, paid in advance. The subscription renews automatically at the end of each cycle, for the same term, until cancelled.

4.2 HINTUP sends an e-mail notice 5 (five) days before each renewal to the address registered on the account. Absence of the notice does not exempt the customer from the renewal charge.

4.3 Additional tools contracted mid-cycle are charged pro rata until the end of the cycle and then become part of the recurring charge. Plan upgrades have the difference charged immediately; downgrades take effect from the next cycle.

4.4 On-demand services (setup, integration, consulting, overage) are billed separately, according to a quote accepted by the customer.

4.5 Free trial periods, where offered, have their term and conditions stated at contracting. At the end of the trial, billing for the chosen plan starts automatically unless cancelled before the end.

5. Prices and payment

5.1 Applicable prices are those published at hintup.io/plans on the order date. In Brazil, prices are in Brazilian reais; outside Brazil, in the currency shown at checkout.

5.2 HINTUP may change prices at any time, with at least 30 (thirty) days’ notice to the customer. The new price applies from the first renewal after that period; a customer who does not agree may cancel at no cost before then.

5.3 Payment is processed by third-party payment gateways. HINTUP does not store full card details. Card, bank slip, Pix, currency exchange and transfer fees charged by banks or gateways are the customer’s responsibility.

5.3.1 In some countries and payment methods, billing is carried out by an authorised reseller (merchant of record), which sells the subscription to the customer on HINTUP’s behalf, issues the invoice and processes reversals. In that case, the reseller’s purchase terms govern the payment, and HINTUP’s Refund Policy continues to apply as to deadlines and cases, except where the reseller offers the customer more favourable conditions.

5.4 Access to the tools is released after payment confirmation, within a time that varies by payment method. Once a charge is issued, the payment method cannot be changed for that cycle.

5.5 In case of non-payment, HINTUP may suspend the tools 5 (five) days after the due date and close the account after 30 (thirty) days, without prejudice to collecting the amounts due. Reactivation depends on settlement of the debt.

5.6 Prices do not include taxes that may be levied on the customer in their country. Where the law requires HINTUP to collect taxes on the sale, they will be shown at checkout.

6. Cancellation, refunds and data after termination

6.1 The customer may cancel the subscription at any time, without penalty, through the dashboard or the support channels. Cancellation stops the next renewal; access continues until the end of the cycle already paid.

6.2 Deadlines, cases and method of returning amounts are those of the Refund Policy, published at hintup.io, which prevails over these Terms on that matter. In summary: full refund within 7 (seven) days of the first charge; no refund of cycles already started outside the cases provided there; full return of duplicate or undue charges.

6.3 After the end of the paid period, the tools are deactivated in the customer’s store. Account data remains available for export for 6 (six) months and is then deleted or anonymised, except where retention is legally required, in accordance with the Privacy Policy.

6.4 A customer who wishes to reactivate the account within that period recovers their settings; after deletion, re-subscription starts from a new account.

7. Availability, maintenance and support

7.1 HINTUP uses the technical means at its disposal to keep the tools accessible 24 hours a day, 7 days a week, but does not guarantee uninterrupted availability.

7.2 HINTUP may interrupt, limit or suspend the service for maintenance, updates or security. Scheduled maintenance affecting the tools in the customer’s store is announced in advance where possible, preferably outside business hours.

7.3 Unavailability attributable to HINTUP exceeding 48 (forty-eight) consecutive hours in a cycle entitles the customer to a pro-rata credit, under the Refund Policy. Unavailability of the e-commerce platform, internet providers or third-party apps, or caused by the customer, does not count.

7.4 Support is available Monday to Friday, 10 a.m. to 6 p.m. (Brasília time), through the channels listed at hintup.io/contact, in Portuguese, Spanish and English. Requests outside those hours are handled on the next business day.

7.5 HINTUP may change, replace or discontinue tools or features. Discontinuation of a contracted tool is announced at least 30 (thirty) days in advance and entitles the customer to a pro-rata refund of what was paid for it in the cycle.

8. Customer obligations and acceptable use

8.1 The customer is responsible for: (a) keeping the integration between their store and HINTUP working, including permissions granted on the e-commerce platform; (b) configuring the tools according to the documentation; (c) the content, products, prices, images and texts of their store displayed by the tools; (d) the messages, e-mails and campaigns sent through HINTUP, including the recipients’ consent.

8.2 It is prohibited to: (a) use the tools to send spam or unlawful, misleading content or content that infringes third-party rights; (b) attempt to access other customers’ accounts, data or systems; (c) copy, decompile, reverse-engineer or create derivative works of the tools; (d) resell, sublicense or use the tools in stores not registered on the account; (e) overload the infrastructure with automated use beyond the plan limits; (f) remove HINTUP’s proprietary notices.

8.3 Usage limits of each plan (number of products, orders, e-mails, requests or stores) are those published on the plans page. Use above the limit may be charged as overage or require an upgrade, with prior notice.

8.4 The customer must provide only their own data and data of their end customers that they are entitled to process, and is liable to HINTUP and third parties for data obtained without a legal basis.

8.5 Before activating the tools, the customer must include in its privacy policy the information that it uses HINTUP as a data processor, the categories of data processed and the purposes, and may use the template text provided by HINTUP. Until that is done, the customer is solely liable for complaints from consumers and authorities relating to the processing performed by the tools, and HINTUP may suspend activation until it is remedied.

9. Personal data

9.1 Processing of personal data follows the Privacy Policy, Brazilian Law 13.709/2018 (LGPD) and, where applicable, the data protection law of the customer’s country.

9.2 For the customer’s registration, payment and account usage data, HINTUP is the controller.

9.3 For data of the end customers of the customer’s store (browsing, searches, carts, e-mails, orders) processed by the tools, the customer is the controller and HINTUP is the processor, processing them only to provide the contracted service and according to the customer’s instructions. The customer warrants a legal basis for that processing and for sharing it with HINTUP.

9.4 HINTUP adopts technical and administrative security measures compatible with the service, notifies the customer of security incidents affecting their data within a reasonable time, and assists the customer in handling data subject requests relating to data processed as a processor.

9.5 HINTUP may use aggregated and anonymised data that does not identify the customer or their consumers for statistics, improvement and training of its models.

10. Intellectual property and licence

10.1 The tools, software, algorithms, models, the HINTUP® trademark and all website materials are owned by HINTUP or its licensors and protected by intellectual property law.

10.2 During the subscription, HINTUP grants the customer a limited, non-exclusive, non-transferable and revocable licence to use the tools in the stores registered on the account, according to the contracted plan. The licence ends with the subscription.

10.3 The customer retains ownership of their store’s data, catalogue, content and brand, and grants HINTUP a licence to process them to the extent necessary to provide the service.

10.4 The customer authorises HINTUP to name their store and display its logo as a customer in institutional materials, unless they request otherwise through the support channels.

10.5 Suggestions and feedback sent by the customer may be used freely by HINTUP, without compensation.

11. Liability and disclaimer of warranties

11.1 HINTUP is liable for defects in the tools that it caused, undertaking to correct them within a reasonable time or to grant the credit provided in the Refund Policy.

11.2 HINTUP is not liable for: (a) failures in the e-commerce platform, store theme, third-party apps, e-mail provider or the customer’s connection; (b) errors arising from settings made by the customer or incorrect data in their catalogue; (c) content entered by the customer or their consumers; (d) unlawful activities carried out through the account without HINTUP’s knowledge; (e) inherent characteristics of the internet, such as network unavailability and the origin of information.

11.3 The tools are provided “as is”. HINTUP does not guarantee increased sales, conversion, average order value, cart recovery or any other business result, which depend on factors beyond its control.

11.4 HINTUP’s total liability to the customer, for any cause, is limited to the amount paid by the customer in the 12 (twelve) months preceding the event. HINTUP is not liable for loss of profits, data loss caused by third parties, indirect damages or business interruption. This limitation does not apply to wilful misconduct or where the law prohibits it, in particular in consumer relationships.

12. Third-party links and services

12.1 The website and the tools may contain links to third-party pages and depend on third-party services (e-commerce platforms, payment gateways, e-mail and hosting providers). HINTUP does not control those services and is not responsible for their content, availability or practices.

12.2 Use of those services is governed by each third party’s terms, which the customer should consult.

13. Sanctions

13.1 Without prejudice to applicable legal measures, HINTUP may warn, suspend or close the account of a customer who: (a) breaches these Terms or the policies that form part of them; (b) commits fraud, an undue chargeback or a wilful act; (c) causes or may cause harm to third parties, to HINTUP or to the infrastructure; (d) remains in default beyond the periods in clause 5.5.

13.2 Except in urgent cases or by legal requirement, suspension is preceded by notice to the customer with a period to remedy.

14. Termination

14.1 The customer may terminate at any time by cancelling the subscription under clause 6.

14.2 HINTUP may terminate these Terms: (a) for cause, in the cases of clause 13, immediately and without refund; (b) without cause, with 30 (thirty) days’ notice, with a pro-rata refund of the paid period not used.

14.3 Termination does not release obligations already due or the clauses that by their nature survive (intellectual property, confidentiality, liability, data after termination, jurisdiction).

15. Changes to these Terms

15.1 HINTUP may change these Terms to reflect changes in the service, in the law or in its practices. Material changes are communicated by e-mail or dashboard notice at least 15 (fifteen) days in advance; other changes, by publishing the new version with the updated date.

15.2 Continued use after the new version takes effect constitutes acceptance. A customer who disagrees may cancel the subscription before then, at no cost.

16. Jurisdiction, governing law and final provisions

16.1 These Terms are governed by the laws of Brazil.

16.2 The courts of the city of São Paulo, State of São Paulo, Brazil, are elected to settle disputes, to the exclusion of any other, except that customers who qualify as consumers under the law may bring claims in the courts of their own domicile.

16.2.1 For customers domiciled outside Brazil who qualify as consumers under the law of their country, the consumer-protection and jurisdiction rules of that country that cannot be waived by contract prevail. In all other cases clause 16.2 applies.

16.3 The invalidity of any clause does not affect the others, which remain in force.

16.4 HINTUP’s tolerance of any breach does not imply waiver of rights.

16.5 Communications to HINTUP must be made through the channels at hintup.io/contact; communications to the customer, to the e-mail registered on the account, are deemed received upon sending.

16.6 In case of discrepancy between this English version and the Portuguese version, the Portuguese version prevails.