Terms of Use

1. Who we are and definitions

Ordo is a task, project and service desk management platform, offered as software as a service (SaaS) and operated by Banvya Consultoria em BaaS Ltda., registered with the Brazilian National Registry of Legal Entities (CNPJ) under No. 29.341.943/0001-60, with its principal place of business at Rua Visconde de Inhaúma, 580, Ribeirão Preto, SP, CEP 14010-100, Brasil (the “Provider”, “we”, “us”). These Terms of Use (the “Terms”) govern the use of the website, the web and installable application (PWA), the browser extension, the service desk portal, the feedback widget, the API, the MCP server, and the bots and integrations of Ordo (collectively, the “Service”). In these Terms:

• Customer: the company, organization or individual that creates or subscribes to a workspace and administers its own environment.
• User or you: the individual who holds an account on the Service, as owner, administrator, member or guest of one or more workspaces.
• Contact: an individual outside the Customer's team (for example, one of the Customer's own clients) who uses the service desk portal, the feedback widget or another intake channel.
• Content or Customer Data: tasks, projects, comments, attachments, templates, messages received by email or chat, records and any other information placed on the Service by the Customer, its Users or its Contacts.
• Extension: the “Ordo — tarefas e projetos” extension for Google Chrome and compatible browsers (Edge, Brave, Arc, Opera, Vivaldi).
• Plan: the set of features, limits and price subscribed to by the Customer (Free, Pro, Business or Enterprise).
• Agreement: these Terms, the Privacy Policy, the Data Processing Agreement described in Section 15, the offer or purchase order and, where applicable, the contract signed with the Customer.

2. Acceptance, capacity and changes

By creating an account, signing in, installing the Extension or using the Service, you represent that you have read and accepted these Terms and the Privacy Policy. If you do not agree, do not use the Service.

The Service is intended for professional use by individuals 18 years of age or older. Anyone accepting these Terms on behalf of a company represents that they have authority to bind it; in that case, “Customer” means that company.

We may update these Terms to reflect changes in the Service, in the law or in our practices. The version in force and its date are always published on this page. Material changes will be notified within the Service or by email at least 30 days in advance, except where the change is required by law or for security reasons. If you do not agree with the new version, you may stop using the Service before it takes effect; continuing to use the Service after that constitutes acceptance of it.

The Customer's internal rules (policies, code of conduct, employment or services agreement) remain in effect and prevail to the extent they are more restrictive with respect to confidentiality.

3. Account, access and security

• Your account is personal and non-transferable. You are responsible for everything done with it and must keep your registration details accurate.
• Choose a strong, unique password. Never share passwords, API tokens, connection codes or secret links (such as calendar and TV dashboard links).
• With “Keep me signed in” checked, your session remains open on that device for an extended period, until you sign out. Do not use this option on shared computers.
• If the Customer allows it, you may sign in with your Google account (Section 10). You can link or unlink this sign-in method in your account settings.
• Notify your workspace administrator, or the contact in Section 21, immediately if you suspect misuse, loss of a device, or a leaked password or token.
• You may participate in multiple workspaces with the same account. Each workspace is isolated and can only see its own data.

4. Permitted and prohibited use

Use the Service only for the purposes authorized by the Customer and in accordance with the law. You must not:

1. access or attempt to access Content, accounts or workspaces without permission;
2. circumvent access controls, Plan limits, bot protection or other security measures;
3. use bots, scraping or bulk extraction outside the official API and its limits;
4. upload malicious code, spam, or content that is unlawful, discriminatory, defamatory or that infringes third-party rights, including intellectual property and privacy rights;
5. enter sensitive personal data, children's data or third-party data without a legal basis and without necessity;
6. use the Service to develop a competing product, copy its features or reverse engineer it, except where expressly permitted by law;
7. resell, sublicense or make the Service available to third parties outside the subscribed workspace without written authorization;
8. use the Service in violation of applicable export control laws or economic sanctions;
9. test for vulnerabilities without the Provider's written authorization. Security flaws must be reported responsibly through the contact in Section 21.

5. Content and ownership

Content belongs to the Customer or to whomever the Customer designates. The Customer grants the Provider a limited, non-exclusive, worldwide license to host, copy, process, transmit and display Content solely to provide, secure and support the Service, in accordance with the Customer's instructions: storing, displaying, searching, notifying, synchronizing with integrations enabled by the Customer, making backups and exporting.

The Provider does not sell Content, does not use it for advertising and does not use it to train artificial intelligence models, whether its own or third parties'.

What you create in the course of your duties belongs to the Customer, in accordance with your relationship with the Customer. The Service, the Ordo brand, the code, the design, the documentation and the Extension belong to the Provider or its licensors; you receive only the right of use described in these Terms. The Provider may freely use suggestions and feedback about the Service, without any obligation to pay, provided that they do not disclose Customer Content.

6. Confidentiality and non-disclosure

All Content you have access to is confidential information of the Customer, unless the Customer indicates that it is public. This includes, without limitation: tasks, projects, comments, attachments, data about clients and staff, financial, commercial, technical and strategic information, passwords and system credentials.

By accessing the Service, you undertake to:

1. use the information solely for the purposes of your work or your authorized participation;
2. not disclose, pass on, publish, copy, photograph, record or export Content to anyone who is not authorized — including colleagues without access to the same Content, competitors, the press, social media, or external tools (including artificial intelligence tools) not approved by the Customer;
3. not use the information for your own benefit or for the benefit of third parties;
4. protect your access: locked screen, secure device and no open sessions on shared computers;
5. immediately report to the Customer any leak, unauthorized access or suspicion thereof, even if accidental;
6. when your access ends, not retain copies and delete anything you have downloaded, unless you are legally required to retain it.

Tasks marked as confidential show their content only to those who have been included in them. Workspace administrators know that such tasks exist and who participates in them, but cannot see their content.

The duty of confidentiality survives the end of your access for 5 (five) years or, for trade secrets, personal data and information protected by law, for as long as the information retains that nature. It does not apply to information that was already public through no fault of yours, nor to information you are required to disclose by court or regulatory order — in that case, notify the Customer beforehand, if permitted by law.

Breach may result in suspension of access and in measures taken by the Customer (employment, contractual and legal), in addition to liability for losses and damages and the applicable legal sanctions, such as those relating to unfair competition (Brazilian Industrial Property Law, Law 9,279/1996, art. 195) and to personal data protection (Law 13,709/2018).

The Provider, for its part, treats Content as confidential and allows access to it only by members of its staff who need such access to provide support requested by the Customer, maintain the security of the Service or comply with the law, always under a duty of confidentiality.

7. Access logs and audit

For security, evidentiary and legal compliance purposes, the Service logs actions in the workspace: creation and modification of tasks and projects, comments, changes of assignee, status and permissions, integrations, and actions taken by API tokens, webhooks and AI agents. Each log entry shows who acted (person, integration, agent or system), what changed and when. We also keep technical access logs (date, time, IP address and browser), as required by the Brazilian Internet Civil Framework (Marco Civil da Internet, Law 12,965/2014), art. 15.

Workspace administrators can view the audit trail. The retention period depends on the Plan (Section 13). These logs may be used as evidence, including in administrative and judicial proceedings.

8. Service desk, portal and feedback widget

• Service desk portal: the Customer may offer a portal for its Contacts to open and track tickets. A Contact's access is granted through a sign-in link sent to the Contact's email address and is valid only for the projects the Customer has enabled.
• Feedback widget: the Customer may install the widget on its own websites. When a report is submitted, the page, browser, language, screenshot and technical data (for example, console errors and failed requests) may be included, with automatic redaction of tokens, email addresses, CPF and CNPJ numbers (Brazilian individual and corporate taxpayer IDs) and card numbers. The Customer that installs the widget is responsible for informing visitors to its website about this processing.
• Email and chat intake: messages sent to the workspace's intake addresses, or to connected bots, become tasks. Senders must have the right to send that content.
• The Customer is responsible for the service rules it offers its Contacts, such as response times, SLAs and notices.

9. Browser extension

The Extension is distributed free of charge through the Chrome Web Store (and equivalent stores) and serves a single purpose: creating and tracking tasks in Ordo from the browser. By installing it, you also agree to the terms of the store from which you obtained it.

• Connection: the Extension works with a personal API token that you create yourself in Ordo and with the server address you provide (the Ordo cloud service or your company's own installation). It does not use your Google account and does not request access to it.
• Only when you trigger it: the current page is read only when you click the icon, use the right-click menu or a keyboard shortcut. The Extension does not read your history, forms or passwords and does not run in the background on the pages you visit.
• Single destination: everything you capture goes only to the server you configured, over an encrypted connection (HTTPS) or, if you point it to a server on your company’s internal network, over that network. The Provider does not operate intermediary servers for the Extension and does not receive a copy of anything beyond what reaches the Service like any other task.
• Screenshots: in “Report on this page”, the screenshot is sent only after you click Send. Password fields and areas marked as sensitive by the website are masked, and you can blur other areas. Do not capture information you are not authorized to share.
• Permissions: the permissions requested and the reason for each are set out in the Extension Privacy Policy, which forms part of these Terms.
• Updates and removal: the Extension may be updated automatically by the store. You may remove it at any time; doing so deletes from the browser everything it stored. To cut off access immediately, revoke the token in Ordo.

10. Sign in with Google

Where the Customer allows it, you may sign in to Ordo with your Google account, using the OAuth 2.0 / OpenID Connect protocol. In that case:

• we request from Google only the openid, email and profile scopes, which provide your Google account identifier, your email address and whether it is verified, your name, your profile photo and, for Google Workspace accounts, the organization's domain;
• we use this data solely to authenticate you, create or link your account and display your name and photo within the Service;
• we do not request access to your Gmail, Google Drive, Calendar, Contacts or any other data in your Google account, and we do not post anything on your behalf;
• Ordo's use and transfer to any other app of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements;
• you may revoke access at any time at myaccount.google.com/permissions or unlink Google in your Ordo account settings. If this is your only sign-in method, set a password first.

Your use of your Google account remains governed by Google's Terms of Service and Privacy Policy. Details of the processing are set out in the Privacy Policy.

11. Integrations, API and AI agents

• API, tokens and MCP: personal tokens have the same access as you and act on your behalf. Keep them as you would a password and revoke those you do not use. You are responsible for whatever is done with them. Comply with the API usage limits.
• AI agents: Ordo does not, on its own initiative, send your Content to artificial intelligence providers. If you or the Customer connect an agent (for example, via MCP), it will be able to read and modify whatever the token allows, and the Content will also be processed by that agent's provider, under that provider's rules. Every agent action appears in the audit trail. AI responses may contain errors: check them before use.
• Webhooks: send event notifications to the addresses configured by the Customer. The destination is the Customer's responsibility.
• Telegram, Slack, Google Chat, GitHub, GitLab, Sentry and email: when connected, Ordo exchanges with these services only the data necessary to create, update and send notifications about tasks, within the permissions of the connection.
• SMS and push notifications: notices sent to the phone or device that you register or authorize. SMS depends on the Plan and on the connection set up by the Customer.
• Secret links (calendar and TV dashboard): anyone who has the link can access what it shows. Do not publish them; generate a new link if one is leaked.

12. Third-party services

The Service uses vendors for hosting, file storage, sending and receiving email, bot protection, error monitoring and, when enabled by the Customer, messaging and integrations. The up-to-date list is available on the Subprocessors page. Services connected by the Customer (such as Slack, GitHub or an AI agent) have their own terms, and the Provider is not liable for unavailability, changes or data processing that depend exclusively on them.

13. Plans, billing and cancellation

• Plans: use is subject to the subscribed Plan, which defines the number of members, projects, integrations, templates, SMS, service desk features and audit trail retention period (7 days on Free, 90 on Pro, 365 on Business and as agreed by contract on Enterprise). The current description of the Plans is available on the Pricing page.
• Free plan: may be subject to limits, and may be changed or discontinued with reasonable prior notice.
• Payment: paid Plans are billed in advance, per user and per period (monthly or annually), in the currency and by the payment methods indicated in the offer. Prices exclude taxes, which will be added where required by law. The subscription renews automatically for the same period unless cancelled before renewal.
• Price changes: price changes take effect from the next renewal and are notified at least 30 days in advance.
• Non-payment: after notice, paid features may be suspended until payment is brought up to date; Content is not deleted during the suspension.
• Cancellation: the Customer may cancel at any time in the workspace settings or through the contact in Section 21. Cancellation takes effect at the end of the period already paid, without a pro rata refund, unless otherwise provided in the contract or by law.
• Right of withdrawal: where the Customer is a consumer, it may withdraw from its first online subscription within 7 days (Brazilian Consumer Protection Code (CDC), art. 49), with a full refund, or, if resident in the European Union or the United Kingdom, within the period and on the terms set by local law (generally 14 days), with a refund proportional to the service already provided where the law allows.
• Limits: if Plan limits are exceeded, features may be blocked until the situation is remedied or the Plan is changed.

14. Availability, support and maintenance

We use commercially reasonable efforts to keep the Service available and secure, with backups, monitoring and continuous fixes. Interruptions may occur for maintenance (preferably outside Brasília business hours and with notice where possible), for updates or due to factors beyond our control. Service levels (SLAs) and specific support channels, where applicable, are set out in the Customer's contract or Plan. We may evolve the Service, adding or changing features, without materially reducing the essential features of a paid Plan during the subscribed period.

15. Data protection and Data Processing Agreement

With respect to Customer Data, the Customer is the controller and the Provider acts as operator (processor) (LGPD), processor (GDPR and UK GDPR) and service provider (CCPA/CPRA), processing the data only in accordance with the Customer's documented instructions, which are these Terms, the workspace settings and the requests made through the Service. In that capacity, the Provider:

1. processes the data only to provide the Service and never sells it or shares it for behavioral advertising;
2. keeps authorized personnel under a duty of confidentiality;
3. adopts the security measures described in the Privacy Policy and on the Security page;
4. engages subprocessors only under equivalent obligations, maintains a public list on the Subprocessors page and gives advance notice of changes, allowing reasoned objection;
5. assists the Customer in responding to data subject requests, in impact assessments and in consultations with authorities;
6. notifies security incidents affecting Customer Data without undue delay (Section 15 of the Privacy Policy);
7. upon termination of the Agreement, returns (by export) and then deletes Customer Data, unless retention is required by law;
8. makes available the information necessary to demonstrate compliance with these obligations and allows reasonable audits, subject to prior notice and confidentiality;
9. for international transfers, adopts the mechanisms provided for in applicable law, such as the standard contractual clauses approved by the ANPD and the Standard Contractual Clauses approved by the European Commission.

These clauses constitute the Data Processing Agreement (DPA) between the Customer and the Provider. Customers who need a signed DPA, attached standard contractual clauses or specific terms may request them through the Data Protection Officer contact. The Provider is a controller only of the data necessary to operate accounts, billing, security and communications about the Service, as set out in the Privacy Policy.

16. Suspension and termination

A User's access may be suspended or terminated by the Customer at any time. The Provider may suspend or terminate access, proportionately and, where possible, with prior notice, in the event of a breach of these Terms, a risk to the security of the Service or of third parties, an order from an authority, non-payment or the end of the contract with the Customer.

Upon termination of the contract, the Customer's Content remains available for export for 30 days and is then deleted, including from backups in their normal rotation cycle, except for records that the law requires to be retained. Sections 5, 6, 15, 17, 18, 19 and 20 survive termination.

17. Warranties and limitation of liability

The Service is provided with professional diligence and in accordance with the published description. Except for what the law mandatorily guarantees, the Provider does not warrant that the Service will be uninterrupted or error-free, nor that it will meet specific needs not described in the Agreement.

The Customer is responsible for the Content, for the permissions it grants, for the connections it enables and for the settings it adopts. You are responsible for the use of your account and for compliance with these Terms. The Provider is not liable for decisions made on the basis of the Content, for the unavailability of third-party services connected by the Customer, or for damage caused by the misuse of credentials by the User themselves.

To the maximum extent permitted by law, and except in cases of willful misconduct, gross negligence or breach of data protection and confidentiality obligations: (a) neither party shall be liable for lost profits, loss of revenue or indirect damages; and (b) the Provider's total liability is limited to the amount paid by the Customer in the 12 months preceding the event. These limitations do not apply where the Customer is a consumer and the law prohibits such limitation, nor do they exclude rights that cannot be waived.

18. Indemnification

A Customer contracting as a business shall indemnify the Provider against third-party claims arising from the Content it enters, from use of the Service in breach of these Terms or of the law, or from integrations and agents it connects. The Provider shall indemnify the Customer against third-party claims alleging that the Service, used in accordance with the Agreement, infringes intellectual property rights. The party seeking indemnification must promptly notify the other party and allow it to conduct the defense.

19. Governing law and venue

These Terms are governed by the laws of the Federative Republic of Brazil. The courts of the judicial district of Ribeirão Preto, State of São Paulo, Brazil, are hereby elected as the venue, without prejudice to the consumer's right to bring an action in the consumer's place of domicile. Where the User or the Customer is a consumer resident in another country, they do not lose the protection of the mandatory consumer protection and data protection rules of their country of residence, nor the right to resort to the competent authorities and courts there.

Before taking any legal action, the parties undertake to attempt to resolve the matter in good faith through the contacts in Section 21, within 30 days.

20. General provisions

• Language: these Terms are available in Portuguese, English and Spanish. In the event of any discrepancy, the Portuguese version shall prevail, unless the law of the consumer's country requires otherwise.
• Assignment: the Provider may assign the Agreement in the event of a corporate reorganization, merger or sale of the business, provided that data protection obligations are maintained and the Customer is notified.
• Force majeure: neither party is liable for delays or failures caused by events beyond its reasonable control.
• Severability: if any provision is held invalid, the remaining provisions remain in effect.
• No waiver: failure to enforce a right does not constitute a waiver of it.
• Notices: notices to the Customer are sent to the workspace owner's email address or displayed within the Service; notices to the Provider, to the contacts in Section 21.
• Entire agreement: the Agreement supersedes prior understandings on the same subject matter. If there is a contract signed with the Customer, it prevails over these Terms with respect to its specific provisions.

21. Contact

Questions about these Terms, subscriptions and reporting of security flaws: [email protected]. Personal data and privacy: Artur da Silva Júnior, Data Protection Officer (DPO / encarregado), [email protected]. Matters concerning your workspace (access, content, permissions): contact its administrator. Address: Banvya Consultoria em BaaS Ltda., Rua Visconde de Inhaúma, 580, Ribeirão Preto, SP, CEP 14010-100, Brasil.

This document is also available in Portuguese, English and Spanish. If the versions differ, the Portuguese version prevails.