Terms of Use

GOAT COMMERCE LTDA, hereinafter referred to as "GOATCOM", provides a technological platform specialized in developing solutions for e-commerce. Our goal is to serve merchants involved in the sale of physical products, digital products, and services over the internet, offering a robust, secure, and efficient structure.

The GOATCOM platform offers a complete ecosystem, with features such as:

• Optimized checkout
• Payment intermediation and management
• Order management
• Marketplace integrations
• Among other functionalities that enable and enhance the operation of virtual stores ("Services").

1. Object of the Terms

1.1. These Terms of Use regulate the access, browsing, and use of the institutional website of GOATCOM, available at https://site.goatcom.io/global, as well as the functionalities and services of the platform offered under the SaaS (Software as a Service) model.

1.2. These Terms apply to all users, visitors, clients, merchants, commercial partners, and any other interested parties who access or use the website and the platform, and their observance is mandatory.

1.3. These Terms also govern the rights, duties, responsibilities, and limitations of the parties, as well as the guidelines regarding personal data protection, privacy, and information security.

1.4. In the event of specific contracts entered into between GOATCOM and its clients, the conditions established therein shall prevail over these Terms, where they conflict, pursuant to Art. 425 of the Brazilian Civil Code, which allows for the celebration of atypical contracts.

2. Acceptance of Terms

2.1. By accessing, browsing, or using the website, the platform, or any service provided by GOATCOM, the user expressly declares that they have read, understood, and fully, unrestrictedly, informedly, and unequivocally agree with these Terms of Use and the Privacy Policy, in accordance with Art. 421-A of the Brazilian Civil Code (principle of minimal intervention in civil and business contracts).

2.2. If the user does not agree with any provision of these Terms or the Privacy Policy, they must immediately stop using the platform and any services.

2.3. The acceptance of the Terms has the legal nature of an electronic contract, fully valid and effective, pursuant to Arts. 421, 422, and 425 of the Brazilian Civil Code, Law No. 12,965/2014 (Internet Bill of Rights), and Law No. 13,709/2018 (General Data Protection Law – LGPD).

3. Personal Data Processing, Privacy, and Sharing

3.1. Collection and Use of Personal Data

3.1.1. Within the scope of using the institutional website (https://site.goatcom.io/global) and the GOATCOM platform, personal data of Users will be collected and processed, such as, but not limited to: name, CPF or CNPJ, e-mail, telephone, address, store name, domain, alias, contracted plan, access data, browsing information, financial and billing data, as well as any other data necessary for the proper provision of services.

3.1.2. The processing of data will occur for the following purposes, always in accordance with Art. 7 of Law No. 13,709/2018 (LGPD):

• Enable the provision of the contracted services;
• Allow communication between GOATCOM and the User;
• Comply with legal, regulatory, and contractual obligations;
• Manage the account, process payments, issue tax documents, and provide support;
• Develop, improve, refine, and personalize the services and functionalities of the platform;
• Perform security activities, fraud prevention, control, and risk mitigation;
• Send institutional, operational, promotional, marketing, or informative communications, respecting the rights of the holders;
• Adhere to the principles of purpose, adequacy, necessity, free access, data quality, security, prevention, non-discrimination, and accountability, as provided for in Art. 6 of the LGPD.

3.2. Protection, Confidentiality, and Information Security

3.2.1. GOATCOM adopts rigorous technical, administrative, and organizational measures to protect personal data against unauthorized access, leakage, destruction, loss, alteration, communication, or any form of inappropriate or illicit processing, in strict compliance with Art. 46 of the LGPD and best practices in information security.

3.2.2. Such measures include, without prejudice to others: cryptographic protocols, firewalls, access control, periodic backups, internal privacy policies, team training, audits, and security risk management.

3.2.3. Access to personal data is restricted to authorized employees, partners, and service providers, who are contractually bound to maintain absolute secrecy, confidentiality, and security, under penalty of civil, administrative, and criminal liability.

3.2.4. Despite all efforts, the User recognizes that no system, platform, or digital environment is absolutely immune to failures, vulnerabilities, incidents, or cyberattacks, which is why GOATCOM is not responsible for damages resulting exclusively from the fault of third parties, fortuitous events, or force majeure, pursuant to Art. 393 of the Brazilian Civil Code.

3.3. Data Sharing with Third Parties and Partners

3.3.1. GOATCOM may share Users' personal data in the following cases, always in compliance with the LGPD, especially Arts. 7 and 26 to 30:

• With commercial partners, affiliates, specialists, and providers integrated into the platform, whenever the User chooses, interacts, or consents, directly or indirectly, through the contracted services, integrations, campaigns, or programs provided by GOATCOM;
• With essential service providers to enable the functioning of the platform, such as hosting companies, payment processing, cloud services, security, authentication, technical support, logistics, marketing, and automation tools;
• To comply with legal, regulatory, fiscal, or contractual obligations, as well as in response to legitimate requests from public, judicial, administrative, police, fiscal, or governmental authorities;
• In corporate transactions, such as mergers, acquisitions, incorporations, spin-offs, restructurings, or asset sales, in which case the data may be transferred to successors, observing the guarantees of confidentiality, security, and respect for privacy;
• To protect GOATCOM's interests in any type of dispute, judicial, administrative, or extrajudicial, as well as for the regular exercise of rights, pursuant to Art. 7, VI of the LGPD.

3.3.2. GOATCOM declares that it does not trade, rent, assign, or sell personal data to third parties, except in the cases expressly provided for in these Terms and the Privacy Policy.

3.3.3. The processing of data by third parties, partners, specialists, and providers integrated into the platform will be subject to the respective Privacy Policies of those third parties, for which GOATCOM is not directly responsible, and it is the User's responsibility to previously analyze the applicable terms before choosing to integrate, contract, or interact with such third parties.

3.4. Rights of Data Subjects and Responsibilities

3.4.1. Pursuant to Arts. 18 and following of the LGPD, Users, as personal data subjects, may at any time exercise the following rights through a formal request to GOATCOM:

• Confirmation of the existence of processing;
• Access to data;
• Correction of incomplete, inaccurate, or outdated data;
• Anonymization, blocking, or elimination of unnecessary, excessive data or data processed in non-compliance with the legislation;
• Data portability, observing commercial and industrial secrets;
• Elimination of personal data processed based on consent, when applicable;
• Information about the public and private entities with which the data was shared;
• Information about the possibility of not providing consent and the consequences of refusal;
• Revocation of consent, when applicable.

3.4.2. Requests related to the rights of the subjects should be directed to GOATCOM's official privacy channel, via e-mail: support@goatcom.io.

3.4.3. The exercise of the rights of the subjects may be limited or conditioned in the cases provided for in the LGPD itself, such as, for example, for the fulfillment of legal, regulatory, fiscal, judicial, or contractual obligations, defense of legitimate interests of GOATCOM or third parties, and other cases expressly authorized by the applicable legislation.

4. Services Offered

4.1. GOATCOM offers a technological solution in the SaaS (Software as a Service) model, which allows for the creation, personalization, management, and operation of virtual stores, aimed at the commercialization of physical products, digital products, and/or the provision of online services.

4.2. The functionalities of the platform include, but are not limited to:

• Optimized and customizable checkout;
• Integration with payment gateways and authorized processors, without acting as a financial institution, sub-acquirer, or financial intermediary;
• CRM tools for managing customer relationships and leads;
• Complete administrative panel, including order management, inventory, customers, finances, and operational reports;
• Integrations with marketplaces, logistics platforms, ERPs, and marketing tools;
• Technical support, training, and knowledge base for using the platform.

4.3. GOATCOM acts exclusively as a provider of technological infrastructure, not participating in the economic, operational, logistical, financial, commercial, or fiscal chain of merchants, sellers, or buyers, and is not responsible for their operations, legal, fiscal, labor, or commercial obligations.

5. Disclaimer of Warranties and Limitations of Liability

5.1. GOATCOM employs the best market practices in technology, information security, and service stability. However, it does not guarantee uninterrupted availability, error-free access, technical failures, temporary unavailability, or eventual incidents resulting from external factors, such as:

• Internet network outages;
• Interruptions in third-party services, such as payment gateways, cloud providers, logistics platforms, or marketplaces;
• Cyberattacks, system failures, or emergency updates;
• Fortuitous events and force majeure, pursuant to Art. 393 of the Brazilian Civil Code.

5.2. GOATCOM is not responsible for losses, damages, lost profits, fiscal obligations, default, vices, defects, non-delivery, fraud, or any other obligations arising from the commercial relations established between sellers (merchants) and their final consumers, as it acts solely as a technological service provider.

5.3. Any and all responsibility for the issuance of tax documents, fulfillment of fiscal, regulatory, consumer, civil, commercial, and labor obligations lies entirely with the merchant/seller, who must observe the applicable legislation, especially the Consumer Defense Code (Law No. 8,078/1990), the Civil Code (Law No. 10,406/2002), the National Tax Code (Law No. 5,172/1966), and other pertinent norms.

6. Minors and Civil Capacity

6.1. The use of the GOATCOM platform is expressly prohibited for unemancipated minors under 18 (eighteen) years of age, or any person who does not possess full civil capacity, pursuant to Arts. 3 and 5 of the Brazilian Civil Code.

6.2. GOATCOM does not consciously collect, process, or store personal data of children or adolescents, pursuant to Law No. 13,709/2018 (LGPD), Art. 14, and the Child and Adolescent Statute (Law No. 8,069/1990).

6.3. If registrations made by minors are identified, GOATCOM reserves the right to immediately cancel, block, and delete the data, without prejudice to the adoption of applicable administrative, civil, and criminal measures.

7. Access Limitations and Operational Restrictions

7.1. GOATCOM, in the regular exercise of its right and in strict compliance with applicable legislation, including but not limited to Law No. 12,965/2014 (Internet Bill of Rights), Law No. 13,709/2018 (General Data Protection Law - LGPD), and other related norms, may, at its sole discretion and without this generating any right to compensation or indemnity, adopt the following measures whenever it deems necessary for technical, operational, commercial, regulatory, or legal reasons:

• Restrict, suspend, or deny access to the platform to users located in jurisdictions or territories subject to trade embargos, international sanctions, or where there is legal, reputational, exchange, fiscal, or operational risk, in accordance with its internal policies and compliance guidelines;
• Restrict, limit, or prevent the use of specific currencies, including but not limited to cryptocurrencies, unregulated digital currencies, virtual assets, stablecoins, tokens, or any other means of payment that, at the sole discretion of GOATCOM:
  • Contradict current legislation;
  • Offer risk to the integrity of the operation;
  • Are incompatible with internal guidelines, anti-money laundering (AML) and financing of terrorism (FT) policies, pursuant to Law No. 9,613/1998, as well as international standards (e.g., FATF - Financial Action Task Force);
• It expressly clarifies that GOATCOM is not a financial institution, payment institution, payment manager, nor does it perform, intermediate, or process financial operations of any nature. Any and all payment, currency conversion, settlement, withdrawal, or transfer is entirely and exclusively performed by financial intermediaries, payment gateways, or service providers contracted directly by the User, who are solely responsible for the operation.

8. Registration, Account Information, and Security

8.1. Registration on the Platform

8.1.1. To access and use the services and functionalities of the GOATCOM platform, the User must register directly on the official website (https://site.goatcom.io/global) or through provided interfaces, supplying true, accurate, complete, and updated registration information.

8.1.2. Registration is conditioned on the full acceptance of these Terms of Use, the Privacy Policy, and the current commercial conditions, as well as the provision of the mandatory data requested on the platform.

8.1.3. GOATCOM reserves the right, at its sole discretion and without prior notice, to:

• Refuse, suspend, block, or cancel registrations that present false, incomplete, inconsistent, inaccurate, outdated data or that constitute an attempt at fraud, circumvention, or violation of these Terms;
• Prevent new registrations linked to Users who have been previously banned, blocked, or who have breached contractual, legal, fiscal, or regulatory obligations;
• Require, at any time, the presentation of additional documents and information to verify account ownership, registration legitimacy, and operational regularity, as a security, compliance, and fraud prevention measure, pursuant to Law No. 9,613/1998 (Anti-Money Laundering Law).

8.1.4. Registration is restricted to individuals with full civil capacity (over 18 years old, pursuant to Art. 5 of the Civil Code) and regularly constituted legal entities, represented by their legal representatives.

8.2. Account Information and User Responsibility

8.2.1. The User is solely and entirely responsible for the truthfulness, integrity, completeness, updating, and regularity of the information registered on the platform, including personal data, fiscal, banking, billing, and contact data.

8.2.2. The provision of false, incomplete, misleading, or outdated information may result, at the sole discretion of GOATCOM, in the suspension, blocking, or cancellation of the account and in civil, administrative, and criminal liability, without prejudice to the adoption of applicable legal measures.

8.2.3. The User commits to keeping their information permanently updated, especially in case of change of address, fiscal domicile, corporate name, CNPJ, CPF, e-mails, telephones, banking data, or any other data relevant to the contractual execution.

8.3. Account Security, Access, and Obligations

8.3.1. The User is entirely responsible for the custody, protection, confidentiality, and secrecy of their access credentials, including login, password, token, authentication codes, and any other means that allow access to the platform.

8.3.2. All actions performed within the account are the sole responsibility of the User, presumed to be valid, legitimate, and performed by themselves, their agents, partners, employees, collaborators, or authorized third parties, even if informally.

8.3.3. The User undertakes to:

• Adopt safe practices in creating and managing passwords, using strong, unpredictable passwords and changing them periodically;
• Not share their access credentials with third parties, except with formal authorization and under their own responsibility;
• Protect their devices, networks, and systems used to access the platform, keeping them secure, free from malware, viruses, or vulnerabilities;
• Immediately notify GOATCOM, through official channels, of any suspicion or occurrence of unauthorized access, loss, misplacement, leakage, data misuse, or compromise of account security.

8.3.4. GOATCOM is not responsible, under any circumstances, for damages, losses, or consequences resulting from:

• Misuse of the account by the User themselves or by third parties who have obtained access through action, omission, negligence, imprudence, imperitis, carelessness, or voluntary sharing of credentials;
• Intrusions, interceptions, leaks, data thefts, or security compromises originating from failures in the User's own devices, networks, or systems;
• Illicit, fraudulent, willful acts or those resulting from social engineering, phishing, malware, or security failures outside the GOATCOM environment.

8.3.5. The finding of any conduct that compromises the security of the platform, that constitutes fraud, attempt at circumvention, data manipulation, or any violation of these Terms authorizes GOATCOM to immediately and at its sole discretion suspend, block, or cancel the User's access, without prejudice to the adoption of applicable administrative, civil, and criminal measures.

8.4. Verifications, Audits, and Compliance

8.4.1. GOATCOM may, at any time, without prior notice, perform verifications, validations, internal audits, and data crossing, with the aim of ensuring:

• The legitimacy of the operations performed by the User;
• The ownership of the information and the registered account;
• Compliance with anti-money laundering, financing of terrorism, fraud, fiscal, and applicable regulatory norms.

8.4.2. Failure to comply with requests for documents, proof, or additional information within the indicated period may result, at the sole discretion of GOATCOM, in the limitation, suspension, blocking, or cancellation of the User's account, without prejudice to the applicable penalties.

9. Data and Information Sharing

9.1. GOATCOM, in strict compliance with applicable legislation, especially Law No. 13,709/2018 (General Data Protection Law - LGPD), may collect, store, process, and share Users' data and information, observing the principles of purpose, necessity, adequacy, free access, data quality, security, prevention, non-discrimination, and accountability.

9.2. The User expressly consents and authorizes the sharing of their data in the following cases:

• With service providers, commercial partners, suppliers, subcontractors, or third parties essential to GOATCOM's operation, for the purposes of technical, operational, commercial, contractual, financial, or platform security viability;
• To comply with legal, regulatory, or fiscal obligations, including before governmental, administrative, fiscal, police, judicial authorities or inspection, control, and regulation bodies, in Brazil or abroad, whenever necessary;
• Within the scope of judicial, administrative, arbitral, or extrajudicial processes, whenever GOATCOM, at its discretion, deems it necessary for the defense of its rights or to ensure the full exercise of legal prerogatives;
• In corporate transactions, such as merger, acquisition, spin-off, incorporation, joint venture, or sale of assets, in which case the data will be transferred to the successor or third party involved, observing the guarantees of confidentiality and privacy provided for in the applicable legislation.

9.3. GOATCOM declares that it does not trade, sell, or rent personal data to third parties, except in the cases expressly provided for in these Terms and the Privacy Policy.

10. Payments, Billing, and Commercial Conditions

10.1. Billing Model and General Conditions

10.1.1. Access to the GOATCOM platform, which includes the use of the virtual store, checkout, and other functionalities, is conditioned on joining one of the available contracting models, with the respective commercial conditions in force at the time of contracting.

10.1.2. GOATCOM's billing model may comprise, individually or cumulatively, the following modalities, according to the User's choice at the time of contracting:

• Free Plan: No fixed monthly fee, with the exclusive incidence of a processing fee on each approved order in the platform's checkout;
• Monthly Plan: Fixed monthly fee, plus the processing fee on each approved order in the checkout;
• Other Plans: That may be made available, containing their own composition of monthly fees, usage fees, functionalities, and services, always properly informed on the platform at the time of contracting.

10.1.3. The processing fee is charged solely and exclusively on orders effectively approved and processed through the GOATCOM checkout, calculated on the gross value of the transaction, including any interest, additional fees, shipping, or other charges paid by the final consumer.

10.1.4. The commercial conditions, values, frequency, percentages, and billing methods applicable to each plan, as well as the costs arising from the use of the checkout, will always be described and updated on the platform itself, and it is the User's responsibility to read, understand, and agree at the time of joining.

10.2. Own Gateway – Eventual Condition

10.2.1. If GOATCOM operates as its own payment gateway for national or international transactions, this service will be subject to the same practices, rules, and conditions adopted by the payment methods market, including:

• Costs and fees on financial processing;
• Deadlines for settlement, clearing, and transfer of values;
• Chargeback, dispute, reversal, and default policies;
• Applicable regulations from the Central Bank of Brazil, COAF, and other competent regulatory bodies.

10.2.2. The specific conditions of this service, if implemented, will be timely disclosed on the platform and in each user's login, automatically becoming part of these Terms of Use, without the need for an amendment or additional formal acceptance.

10.3. Payment Methods

10.3.1. Payments of monthly fees, usage fees, and any other charges due to GOATCOM must be made through the payment methods available on the platform at the time of contracting, which may include:

• Credit card;
• PIX;
• Bank slip;
• Automatic debit (if implemented);
• Partner payment gateways;
• Direct retention on the amounts processed in each sale or transaction performed through the platform's checkout or the GOATCOM gateway;
• Other means that may be made available by GOATCOM and authorized by Bacen.

10.3.2. Whenever technically feasible and operationally applicable, GOATCOM may perform the automatic deduction of the amounts due, directly on each transaction or sale processed on the platform, before the transfer of the net amounts to the User (Seller), corresponding to their sales.

10.3.3. The retention on each transaction will include, according to the contracted plan, but not limited to:

• Processing fees on orders approved at checkout;
• Monthly fees, when agreed to be discounted via sales balance;
• Charges, tariffs, or values arising from the use of additional services, premium features, or contracted integrations;
• Operational expenses or expressly provided administrative costs.

10.3.4. In the event that the balance of the processed sales is insufficient to pay the amounts due, the User will be responsible for paying the remaining balance, through billing by the agreed means (card, slip, PIX, or other available).

10.3.5. GOATCOM also reserves the right to withhold sales or transfer amounts when there are signs of fraud, irregularities, disputes, chargebacks, reversals, suspicious activities, or any contractual, legal, fiscal, or regulatory pendencies, until due regularization, clarification, or closure of the related administrative, judicial, or extrajudicial process.

10.3.6. This retention does not constitute a penalty, but rather a protection measure for GOATCOM, the platform's ecosystem, final consumers, and the integrity of operations, aligned with market practices and legal requirements, including compliance, anti-money laundering, and anti-terrorism financing obligations, pursuant to Law No. 9,613/1998.

10.4. Billing and Tax Documentation

10.4.1. Invoices and tax documents will be issued based on the information provided by the User in the registration, and it is the User's sole and exclusive responsibility to keep their registration, fiscal, and billing data correct, updated, and valid.

10.4.2. The absence of fiscal issuance, resulting from error, omission, or inconsistency in the data provided by the User, does not exempt the obligation to pay the amounts due.

10.5. Default and Consequences

10.5.1. Non-payment of any amount due, whether monthly fee, usage fees, or any charges linked to the provision of services, in the form and deadlines established, will imply, regardless of notice or notification:

• Suspension, blocking, or limitation of access to services, the virtual store, the checkout, and other contracted functionalities;
• Incidence of a late fee of 2% (two percent) on the overdue amount;
• Application of default interest of 1% (one percent) per month, calculated pro rata die;
• Monetary correction, by the IPCA index or another that may replace it;
• Operational charges, expenses, and costs arising from administrative, extrajudicial, or judicial collection;
• Protest of titles, registration in credit protection agencies (SPC, SERASA, and equivalents), and adoption of applicable legal measures.

10.5.2. The regularization of debts does not automatically guarantee the restoration, preservation, or recovery of data, information, files, or contents that have been compromised, deleted, or made unavailable due to default.

11. Chargeback, Disputes, Reversals, and Controversy Mediation (MED)

11.1. Definitions and Scope

11.1.1. For the purposes of this clause, the following is understood as:

• Chargeback: Process of contesting a purchase, requested by the credit card holder from the issuing financial institution, which may result in the reversal of the amount to the buyer, according to the rules of the card brands and financial regulators.
• Dispute or Contestation: Procedure initiated by consumers, acquirers, financial institutions, payment gateways, or platforms, related to non-receipt of product, breach of offer, fraud, vice, defect, or any other issue involving the transaction.
• MED — Controversy Mediation: Administrative procedure carried out within the scope of payment arrangements, gateways, acquirers, or banks, with the purpose of mediating conflicts between seller (merchant) and buyer.

11.2. Applicable Rules and Regulatory Compliance

11.2.1. All Chargeback, Reversal, Dispute, and MED procedures are subject to applicable norms, including but not limited to:

• Circular No. 3,682/2013 of the Central Bank of Brazil, which governs payment arrangements;
• Law No. 12,865/2013 (Legal Framework for Payment Arrangements);
• BCB Resolution No. 150/2021, which updates the rules on payment institutions;
• Brazilian Civil Code (Law No. 10,406/2002);
• Law No. 8,078/1990 (Consumer Defense Code), when applicable to the relationship between seller and buyer;
• International regulations of card brands, acquirers, sub-acquirers, and processors;
• Other normative acts, instructions, and recommendations issued by the Central Bank, COAF, consumer protection agencies, and competent authorities.

11.3. Responsibility and Operational Risk

11.3.1. GOATCOM acts exclusively as a provider of technological infrastructure, not being part of the consumption chain, nor part of the commercial relations between sellers (merchants) and buyers.

11.3.2. Any and all responsibility arising from chargebacks, disputes, reversals, complaints, default, vices, defects, non-delivery of products, fraud, breach of offers, or any obligation towards final consumers falls entirely and exclusively on the User Seller, who recognizes and accepts this operational risk.

11.4. Procedure in Case of Chargeback or Dispute

11.4.1. Whenever a chargeback, dispute, or mediation procedure occurs, GOATCOM may, at its sole discretion and without prior notice:

• Withhold amounts from the User's sales for provisioning future losses;
• Suspend, block, or limit the transfer of values until the resolution of the procedure;
• Automatically deduct the amounts related to the chargeback, dispute, or reversal from the User's available balance;
• If there is no sufficient balance, issue a direct charge to the User, who must make the payment within a maximum of 05 (five) business days;
• Perform compensation of future debits through automatic retention on subsequent sales.

11.4.2. The User undertakes, when requested, to present within a maximum period of 48 (forty-eight) hours, under penalty of presumption of the claim's validity:

• Proof of delivery (tracking, invoice, signed receipt, chat screenshots, e-mails, etc.);
• Evidence demonstrating the fulfillment of the contracted obligation;
• Documents proving the authenticity of the transaction and the legitimacy of the charge.

11.5. Provision Fund and Operational Risk (If Implemented)

11.5.1. GOATCOM may, at its sole discretion, institute a reserve fund, security deposit, blocked balance, or temporary percentage retention on sales, with the purpose of mitigating risks of default, fraud, reversals, and chargebacks.

11.5.2. The percentage, term, and criteria of this fund will be previously informed on the platform or official channels, automatically becoming part of these Terms of Use.

11.6. MED — Controversy Mediation

11.6.1. The User recognizes that the Controversy Mediation (MED) procedure is standard in the payments market and, when applicable, will be conducted according to the rules of each card brand, acquirer, gateway, or financial institution.

11.6.2. During the MED procedure, the same measures provided for chargebacks may be adopted, including withholding of values, blocking of transfers, compensation of debits, and requirement to present supporting documents.

11.7. Final Provisions on Chargeback and Disputes

11.7.1. The occurrence of chargebacks, reversals, or disputes does not exempt the User from their commercial and contractual obligations towards GOATCOM, as these events are considered natural risks of e-commerce activity.

11.7.2. Recurrence in chargebacks, reversals, or complaints may result, at the sole discretion of GOATCOM, in:

• Temporary suspension of the account;
• Definitive blocking of the account;
• Immediate contractual termination, under the termination clause;
• Application of a contractual fine of up to 10 (ten) times the value of the highest current monthly fee of the platform, without prejudice to the collection of direct and indirect losses, lost profits, and emerging damages.

12. Cancellation, Suspension, Penalties, and Contractual Termination

12.1. Cancellation by User Initiative

12.1.1. The User may request the cancellation of their account and the contracted services at any time, through an express request made directly in the "Subscription" section of the platform or through GOATCOM's official service channels, provided there are no financial, operational, or contractual legal pendencies, including values arising from chargebacks, reversals, disputes, or Controversy Mediation (MED) procedures still in progress.

12.1.2. Cancellation does not exempt the User from the full fulfillment of the assumed obligations, including but not limited to the payments due until the date of effective closure and/or pendencies arising from chargebacks, reversals, or disputes not resolved at the time of the cancellation request.

12.1.3. Amounts paid until the date of cancellation are non-refundable, even in the event of non-use of the platform, as the services are provided under the SaaS (Software as a Service) model and made available to the User since contracting.

12.2. Suspension, Blocking, and Penalties

12.2.1. GOATCOM may, at its sole discretion and without prior notice, apply penalties, which include warning, temporary suspension, blocking, access limitation, or definitive cancellation of the User's account, in the following cases:

• Breach of any clause of these Terms, the Privacy Policy, or linked documents;
• Default on amounts due, whether monthly fees, usage fees, processing fees, or any other charges;
• Provision of false, incomplete, inaccurate, or misleading information in the registration or use of the platform;
• Practice of illicit, fraudulent, abusive, misleading acts contrary to current laws, public order, morality, or that expose GOATCOM, its users, partners, or third parties to any type of risk;
• Use of the platform for activities that may compromise its security, stability, integrity, or availability, such as, but not limited to: dissemination of malware, phishing, spam, reverse engineering, scraping, cyberattacks, or any form of improper exploitation;
• Failure to comply with legal, fiscal, regulatory, consumer, contractual, corporate, or administrative obligations;
• Repeated or significant occurrence of chargebacks, reversals, disputes, or Controversy Mediation (MED) procedures, or when these are considered by GOATCOM as indicative of excessive risk, commercial misconduct, failure to comply with obligations towards consumers, or potential fraud.

12.2.2. The application of the penalties provided for in this clause does not generate, under any circumstances, a right to restitution, refund, or financial compensation to the User, without prejudice to the collection of the amounts due, compensation for losses and damages, lost profits, emerging damages, and the adoption of administrative, extrajudicial, and/or judicial measures.

12.3. Contractual Termination by GOATCOM Initiative

12.3.1. GOATCOM may, at its sole discretion, terminate, close, or cancel, in whole or in part, the User's access to the platform and the contracted services, in the following cases:

• By strategic, technical, operational, legal, or commercial decision, upon prior notice of at least 30 (thirty) days, except in situations of contractual or legal breach, fraud, systemic risk, or commercial misconduct, in which case termination may be immediate;
• Discontinuity of the platform, certain services or functionalities, or closure of GOATCOM's activities;
• Determination of judicial, administrative, fiscal, police, or regulatory authorities;
• Occurrence of fortuitous events or force majeure, pursuant to Art. 393 of the Brazilian Civil Code, which makes the continuity of services impossible;
• Default on any financial obligation, including values arising from chargebacks, reversals, disputes, or MED not yet resolved.

12.3.2. GOATCOM will not be responsible, under any circumstances, for any damages, lost profits, business interruption, loss of revenue, or any other direct or indirect loss resulting from contractual termination, under the terms of this clause.

12.4. Consequences of Account Closure

12.4.1. The closure, cancellation, suspension, or blocking of the account will imply the immediate loss of access to the platform, virtual store, checkout, and all contracted functionalities, as well as the deletion of operational data, information, files, settings, and account content, except for legal cases that require its maintenance.

12.4.2. GOATCOM does not guarantee, under any circumstances, the preservation, restoration, recovery, or provision of data, files, content, or information stored in the account after closure, especially when resulting from default, blocking, fraud, contractual breach, or the User's own request.

12.4.3. Pending debts, including but not limited to amounts arising from fees, monthly payments, charges, reversals, chargebacks, disputes, or mediation procedures, will remain fully enforceable and may be subject to administrative, extrajudicial, or judicial collection, with the incidence of the charges provided for in these Terms.

12.5. Conservation of Data Post-Termination

12.5.1. Pursuant to Arts. 15 and 16 of the Internet Bill of Rights (Law No. 12,965/2014) and Law No. 13,709/2018 (LGPD), GOATCOM may keep the User's data and records stored for the period necessary and sufficient for:

• Compliance with legal, fiscal, regulatory, contractual, and administrative obligations;
• Safeguarding GOATCOM's rights in administrative, judicial, arbitral, or extrajudicial processes;
• Responding to orders from competent authorities;
• Defense of legitimate interests of GOATCOM or third parties, observing the principles of necessity, purpose, adequacy, and data minimization.

12.5.2. After the legal retention period, the data will be deleted, anonymized, or processed according to the criteria and provisions contained in GOATCOM's Privacy Policy, an integral part of these Terms.

13. Licensing, Intellectual Property, and Copyright

13.1. All intellectual property rights, including but not limited to trademarks, trade names, logos, domain names, software, source code, algorithms, layout, design, interfaces, functionalities, database, texts, images, videos, audios, and other content made available on the GOATCOM platform, are the exclusive property of GOATCOM or its licensors.

13.2. Restrictive License of Use

GOATCOM grants the User, during the contractual term, a limited, non-exclusive, non-transferable, non-sublicensable, and revocable license, strictly for personal or business use, according to the contracted plan, solely and exclusively for the purposes provided for on the platform.

It is expressly forbidden for the User to:

• Copy, reproduce, alter, modify, adapt, translate, decompile, reverse engineer, disassemble, attempt to derive the source code, or create derivative works of the platform or any part of it;
• Trade, license, rent, assign, transfer, distribute, or commercially exploit, in any way, GOATCOM's protected assets;
• Remove, hide, or alter any copyright notices, trademarks, or other property notices inserted on the platform.

13.3. Failure to comply with the provisions of this clause will imply the User's civil, administrative, and criminal liability, without prejudice to immediate contractual termination.

14. Limitations of Liability

14.1. GOATCOM offers a technological solution in the SaaS (Software as a Service) model, acting exclusively as a provider of infrastructure for the creation, management, and operation of virtual stores and checkouts, without any participation in the supply chain, delivery, support, quality, or fulfillment of obligations of the products and services offered by the Seller Users to their customers.

14.2. Under no circumstances shall GOATCOM, its partners, associates, representatives, suppliers, or employees be responsible for any direct, indirect, incidental, emerging, special, punitive, or consequential damages, including but not limited to loss of data, lost profits, business interruption, loss of revenue, damage to reputation, or any other type of damage, whether property or non-property.

14.3. The exclusions of liability apply, without limitation, to:

• Failures, unavailability, delays, or errors arising from services provided by third parties, such as payment gateways, hosting services, card operators, logistics platforms, ERPs, marketplaces, internet, or power networks;
• Chargebacks, reversals, disputes, fraud, defaults, defects, vices, or non-delivery of products and services by the Seller Users to their customers;
• Actions of hackers, malware, ransomware, cyberattacks, social engineering, phishing, or any other digital security incident;
• Fortuitous events, force majeure, or any external, unpredictable, or inevitable events, pursuant to Art. 393 of the Brazilian Civil Code.

14.4. GOATCOM does not assume, under any circumstances, any civil, criminal, administrative, fiscal, regulatory, labor, or consumer liability arising from the activity of the Seller Users, who are entirely and exclusively responsible for the operation of their stores, compliance with legal norms, fiscal obligations, delivery of products, provision of services, customer service, and the truthfulness of the information provided.

14.5. Maximum Limit of Liability

14.5.1. If, notwithstanding the established limitations, any liability of GOATCOM is judicially recognized, its maximum liability shall be limited to the amount effectively paid by the User to GOATCOM, in the form of monthly fees and/or usage fees, in the three (03) months immediately preceding the fact that gave rise to the claim.

14.6. This clause shall remain in force even after the closure, rescission, cancellation, or termination of the contractual relationship between the parties.

15. Update, Modification, and Alteration of Terms

15.1. GOATCOM reserves the right, at any time, to alter, update, or modify, in whole or in part, these Terms of Use, the Privacy Policy, and/or the commercial conditions of the platform, whenever it deems necessary, for reasons of legal update, adaptation to its operations, evolution of services, legal certainty, or commercial decision.

15.2. The changes will take effect on the date of their publication on the platform, on the official website (https://site.goatcom.io/global), or on GOATCOM's official channels, unless expressly provided otherwise.

15.3. It is the User's sole responsibility to periodically consult the Terms of Use and the Privacy Policy to stay informed about any updates.

15.4. Continued use of the platform after the publication of changes will be considered, for all purposes, as full, unrestricted, irrevocable, and binding acceptance of the new conditions, dispensing with any other formality.

15.5. If the User does not agree with the modifications made, they must immediately stop using the services and request, if they so wish, the cancellation of their account, observing the provisions on termination and pending obligations until the date of effective closure.

16. General Provisions

Severability of Clauses: The eventual invalidity, nullity, or unenforceability of any clause of these Terms shall not affect the validity and effectiveness of the other provisions, which shall remain in full force.

Tolerance: The omission, tolerance, or non-exercise, by either party, of any right or power belonging to them, shall not constitute a waiver, novation, or contractual alteration, nor shall it prejudice its exercise at any time.

Assignment: The User may not assign, transfer, or encumber, in whole or in part, the rights and obligations arising from these Terms without prior and express authorization from GOATCOM. GOATCOM, in turn, may assign or transfer these Terms, in whole or in part, at any time, regardless of the User's consent.

Succession: These Terms bind the parties, their heirs, successors, assignees, and legal representatives, under any title.

Communications: Official communications will be carried out, preferably, by electronic means, through the contact data registered by the User, especially e-mail and notifications via the platform, considering all communications sent by these means valid and effective.

17. Jurisdiction and Applicable Legislation

17.1. These Terms of Use, as well as any dispute, controversy, or litigation arising from the use of the platform, will be governed and interpreted in accordance with the laws of the Federative Republic of Brazil.

17.2. The parties hereby irrevocably and irredeemably elect the jurisdiction of the city of Belo Horizonte/MG as the only competent court to resolve any issues arising from these Terms, with express waiver of any other, however privileged it may be.

18. Privacy Policy

18.1. Use of the platform is also subject to the Privacy Policy, a document that integrates these Terms of Use for all legal purposes, establishing the rules on collection, use, storage, protection, sharing, and other treatments of Users' personal data.

18.2. By accepting these Terms, the User declares that they have read, understood, and fully agree with the Privacy Policy, available at the electronic address https://site.goatcom.io/global/legal/privacy-policy.