Terms of Service

Last updated: September 1, 2026

1. Agreement

These Terms of Service ("Terms") govern your access to and use of Retain, the churn prevention and customer analytics platform available at retain.so ("Service"), operated by Gaviro Tecnologia LTDA (CNPJ 54.585.383/0001-36), trading as Retain ("we", "us"). By creating an account or using the Service, you agree to these Terms on behalf of yourself and, where applicable, the company you represent.

2. The Service

Retain helps SaaS businesses monitor product usage, subscription data, and customer health to predict and reduce churn. The Service includes the dashboard, ingestion APIs, SDKs, integrations, and related documentation.

3. Accounts

You must provide accurate information when creating an account and keep your credentials secure. You are responsible for all activity under your account, including team members you invite.

4. Subscriptions and billing

• Paid plans are billed in advance, on a recurring basis, in US dollars, through our payment provider (Stripe).
• Plans are metered by the number of customer accounts you monitor in a billing month, not by the number of seats on your team. Exceeding your plan's limit may require an upgrade to keep ingesting data.
• Paid plans start with a 14 day free trial unless stated otherwise at checkout.
• Subscriptions renew automatically until cancelled. You can cancel at any time; cancellation takes effect at the end of the current billing period, and no partial refunds are provided unless required by law.
• We may change prices with at least 30 days' notice; changes apply from your next billing cycle.

5. Your data

You retain all rights to the data you send to the Service, including data about your users ("Customer Data"). You grant us a limited license to host and process Customer Data solely to provide and improve the Service, as described in our Privacy Policy. Where we process personal data on your behalf, our Data Processing Agreement forms part of these Terms and applies without a separate signature.

You are responsible for ensuring that:

• you have the legal right and a lawful basis to collect Customer Data and share it with us;
• your own privacy notices inform your users about this processing;
• you do not send us special categories of personal data or data about children.

6. Acceptable use

You agree not to:

• use the Service for unlawful purposes;
• attempt to probe, breach, or test the security of the Service without our written consent;
• reverse engineer, resell, or provide the Service to third parties as your own offering;
• interfere with the Service's operation, including by circumventing rate limits or usage-based plan limits.

7. Integrations and third-party services

The Service connects to third-party products you choose to integrate (for example Stripe, Polar, PostHog, Slack, and Discord). Your use of those products is governed by their own terms, and you are responsible for the credentials you connect. We are not responsible for third-party services, their availability, or changes to their APIs.

You may also issue API keys that let an AI agent read your workspace, including the email addresses of the customers it reports on. Choosing that agent and its provider is your decision, and you are responsible for what the provider does with the data your agent sends it.

8. Intellectual property

The Service, including its software, design, and branding, is owned by us. If you send us feedback or suggestions, we may use them without restriction or compensation.

9. Disclaimer of warranties

The Service is provided "as is" and "as available". We do not warrant that it will be uninterrupted or error-free. Churn predictions, health scores, and AI-generated insights are informational aids, not guarantees of business outcomes; decisions you make based on them are your own.

10. Limitation of liability

To the maximum extent permitted by law, our total liability arising out of or related to the Service is limited to the amounts you paid us in the 12 months preceding the event giving rise to the claim. We are not liable for indirect, incidental, special, or consequential damages, including lost profits or lost data.

11. Indemnification

You will indemnify us against third-party claims arising from your Customer Data, your use of the Service in violation of these Terms, or your violation of applicable law.

12. Termination

You may stop using the Service and cancel your subscription at any time. We may suspend or terminate your access for material breach of these Terms, with notice where practicable. Upon termination, we delete Customer Data as described in the Privacy Policy. If you ask us in writing within 30 days of termination, we will provide you with a copy of your data before deleting it.

13. Changes

We may update these Terms as the Service evolves. Material changes will be announced by email or in the dashboard at least 15 days before taking effect. Continued use after the effective date constitutes acceptance.

14. Governing law

These Terms are governed by the laws of Brazil, without regard to conflict of law rules. The courts of the city where Gaviro Tecnologia LTDA has its registered office have exclusive jurisdiction over any dispute arising from them.

15. Contact

Questions about these Terms: [email protected].