Terms & Conditions

Last updated: 2026-09-09

The Services are provided by the GoHyppo group, made up of the following companies:

GoHyppo LLC, a limited liability company organized under the laws of the State of Florida, United States, with its principal place of business in Miami-Dade County, Florida.
Voxtur Ltd, a company incorporated in Saint Kitts and Nevis, registration number 0014565, with its registered office at Suite 5, Horsford’s Business Centre, Long Point Road, Charlestown, Nevis KN0801.

In these Terms, “GoHyppo”, “Hyppo”, “we” and “us” refer to either company. The group provides professional marketing and data services and operates its own software products.

Contracting Entity. Each engagement is entered into by one of the two companies: the one identified in the corresponding contract, service order or invoice. That company is the Contracting Entity and the only one bound to the Customer under that engagement. If no document identifies it expressly, the Contracting Entity is the one that issues the invoice.

These Terms and Conditions (the “Terms”) govern the use of:

the hyppo.io and gochat.ar websites;
GoChat, our messaging and conversational-agent platform, and its dashboard at gochat.hyppo.io (the “Platform”);
the Customer.io Tracker for Shopify and Customer.io Tracker for Tiendanube applications (the “Apps”);
the Agency Services we deliver under contract (growth automation, paid media management and digital transformation).

We refer to all of the above as the “Services”. If you do not agree to these Terms, do not use the Services.

1. Acceptance

By using the Services you accept these Terms in full. When you register on the Platform we will ask you to accept them expressly.
You must be at least 18 years old. If you contract on behalf of a legal entity, you represent that you have authority to bind it, and “you” refers to that entity.
The Services are offered to businesses and professionals. They are not directed at consumers or at minors.
The processing of personal data is governed by our Privacy Policy, which forms part of these Terms and includes the information about cookies and similar technologies.

2. Definitions

Customer: the individual or legal entity that contracts any of the Services.
User: a person who accesses the Services using the Customer’s credentials.
Customer End User: a person who interacts with the Customer through the Services — for example someone who messages their WhatsApp number or buys from their store. We have no direct relationship with these people.
Customer Content: all data, text, files, contacts, conversations, recordings, transcripts, flows, settings and credentials that the Customer or its End Users upload, generate or transmit through the Services.
Workspace: the Customer’s workspace within the Platform.

3. Signed agreements prevail

These Terms are the default agreement. Where a signed proposal, service order, master agreement, data processing agreement (DPA) or addendum exists between GoHyppo and the Customer, that instrument prevails over these Terms in everything it regulates differently, including scope, price, term, confidentiality, data processing, sub-processors, retention and liability. For anything it does not address, these Terms continue to apply on a supplementary basis.

Where the Customer requires a data processing agreement, the applicable one is our Data Processing Agreement, available for execution on request.

4. Accounts and credentials

The Customer is responsible for the accuracy of its registration data and for keeping it up to date.
Credentials are personal and non-transferable. The Customer is responsible for all activity carried out with them and must notify us immediately of any unauthorized use.
We may require verification of identity, or of ownership of a domain, phone number or third-party account, before enabling certain features.

5. Agency Services

Agency Services are delivered according to the scope, deliverables and term set out in the proposal or service order accepted by the Customer. Prices published on the website are indicative: the applicable price, currency, billing arrangement and duration are set by contract.

5.1 Scope and delivery

We deliver the Agency Services with professional diligence and in accordance with industry standards. Unless expressly agreed in writing, this is an obligation of means, not of result.
Delivery depends on the Customer providing the necessary access, information and approvals on time. Delays attributable to the Customer or to third parties are not our responsibility.
Any work outside the agreed scope requires a written extension and may carry additional cost.

5.2 No guarantee of results or timelines

Information published on our websites, blog, case studies and commercial materials is provided for information purposes. The results, metrics, percentages and timelines mentioned there relate to specific engagements and do not constitute a guarantee, promise or projection of results for any other Customer. We do not guarantee lead volume, sales, return on investment, search rankings, open rates, deliverability or implementation timelines. Any response times we advertise are a service expectation, not a contractual commitment.

5.3 Media spend

Advertising spend is not included in our fees: it is paid separately and directly to the platforms, from the Customer’s own accounts.
We are not responsible for the rates, policies, algorithm changes, ad rejections, account suspensions or outages imposed by advertising platforms.
Where the contract sets a cap on managed spend, spend above that cap may require a fee adjustment.

5.4 Customer ownership and reversibility

We expressly confirm that:

advertising accounts, the customer data platform (CDP) workspace, pixels, audiences, analytics projects and Customer Content are and remain the Customer’s property;
we operate with team-level access that the Customer can revoke at any time;
the data architecture documentation we produce for the Customer belongs to the Customer;
we apply no technical or contractual lock-in that would prevent the Customer from continuing on its own or with another provider.

We retain ownership of our pre-existing or independently developed tools, methodologies, templates, flow libraries, event schemas and reusable components, and grant the Customer a non-exclusive licence to use them as part of the deliverables.

5.5 Third-party credentials and access

Delivering the Services may require the Customer to share API keys, tokens or user access to its own accounts. In that case:

we use them solely for the agreed purposes;
we store them in a secrets manager, with access restricted to the personnel who need it;
the Customer may revoke them at any time, and should do so when the engagement ends;
we recommend always granting the minimum sufficient permission, using dedicated and revocable credentials. The Customer is responsible for the scope of the permissions it chooses to grant.

Where we offer to receive a key by email to assist with a setup, this is an operational convenience: email is not a secure channel, the key is used for the requested test, and we recommend rotating it afterwards.

6. The GoChat Platform

We grant the Customer a limited, revocable, non-exclusive and non-transferable right to access and use the Platform for the term of its subscription, for its internal business purposes and to serve its own customers.

6.1 Workspace and limits

A Workspace is designed to serve one business per workspace. One account per identity provider may be connected per Workspace, and one channel per type (one WhatsApp number, one Telegram bot, and likewise for channels we add). The applicable usage, storage and node limits are published in the product documentation and we may change them, giving notice through the dashboard or by email.

6.2 Free trial

Where we offer a trial period, it is granted once per Customer, with the features and limits stated at sign-up, and it may be discontinued or changed. When the trial ends, access continues only if a plan is purchased.

6.3 Third-party channels, WhatsApp and Meta

The Platform integrates with channels operated by third parties (Meta — WhatsApp, Messenger, Instagram —, Telegram, TikTok, Google Business, SMS and voice providers, among others). In relation to them:

the Customer must hold its own enabled accounts — including, for WhatsApp, its own WhatsApp Business account — and keep them in good standing;
the Customer is responsible for complying with each channel’s terms and policies, including the Meta Platform Terms, the WhatsApp Business Solution Terms, Meta’s commercial and messaging policies, and the rules on templates, service windows and recipient consent;
we are not responsible for fees those third parties charge the Customer, nor for the suspension, limitation, quality downgrade or removal of its accounts, numbers or templates, nor for changes to their APIs or policies;
if a channel becomes unavailable or changes its conditions, we may adapt or discontinue the corresponding integration.

6.4 Artificial intelligence features

The Platform includes features that use third-party language and voice models to generate replies, classify messages, summarize conversations, transcribe audio and produce content (the “AI Features”).
To operate those features, the necessary conversation content and any materials the Customer uploads are transmitted to the relevant model providers. The current providers are listed in the Privacy Policy.
Generated output may be inaccurate, incomplete or unsuitable. The Customer is responsible for configuring, testing, monitoring and reviewing the AI Features before exposing them to its End Users, and for not using them for decisions that require human intervention or professional advice.
Where the Customer configures its own model provider keys (BYOK), the relationship with that provider and its use of the data are governed by the terms the Customer agreed with it, and usage is billed directly to the Customer’s account.
The Customer is responsible for informing its End Users, where applicable, that they are interacting with an automated system.

6.5 Calls, recording and transcription

If the Customer enables voice features, the Platform may record calls, transcribe them, generate automatic summaries and store them against the contact record. The Customer is solely responsible for informing its End Users that the call is recorded and transcribed, for obtaining consent where applicable law requires it, and for complying with the rules on recording communications in every jurisdiction in which it operates.

6.6 Storage and databases the Customer connects

The Customer may connect its own S3-compatible file storage and its own databases. That infrastructure belongs to the Customer: configuration, permissions, encryption, access control and retention are its sole responsibility.
We recommend using private buckets, accessible only by credential and with the minimum necessary permission. Do not connect publicly accessible storage for conversation files.
Syncing external tables into the Platform is not a two-way mirror: deleting a record or a table at the source does not automatically remove it from the Platform. The Customer must also delete it on the Platform side.

7. The Customer.io Tracker Apps

The Apps connect the Customer’s store (Shopify or Tiendanube) with the Customer’s own Customer.io workspace. The Customer owns that account and is the data controller; we act as a conduit.
Use of the Apps is additionally subject to the terms of the relevant commerce platform and of Customer.io, with whom the Customer holds its own contractual relationship.
Details of the events each App sends, the data it processes and what it retains are set out in the Privacy Policy.
Billing for the Apps, where applicable, is handled through each app store’s own channel.

8. Customer Content

Customer Content belongs to the Customer. We acquire no ownership of it.
The Customer grants us a non-exclusive, worldwide licence to host, store, reproduce, transmit, process and display Customer Content to the extent necessary to provide, operate, maintain, secure and improve the Services, including transmission to the sub-processors and model providers listed in the Privacy Policy.
We may use Customer Content and usage data to operate, maintain, measure and improve the Services, including our processes, models and algorithms. This right is subject to clause 3: where a signed contract or DPA limits or excludes it — for example by prohibiting model training or the commingling of data across customers — that instrument prevails.
The Customer represents and warrants that it holds the rights, legal bases and consents necessary to upload Customer Content and for us to process it under these Terms, and that its use of the Services complies with the applicable data protection, unsolicited commercial communications and consumer protection rules.
The Customer is the data controller for its End Users’ personal data and the sole point of contact for handling their rights.

9. Acceptable use

The Customer may use the Services, including the API, for commercial purposes, to serve its own customers and to build its own products and services, subject to clause 10 and provided it does not develop a product that is substantially similar to ours or designed to compete directly with them.

The following is prohibited:

using the Services in an unlawful, fraudulent, deceptive or harmful manner, or in connection with any such activity;
sending spam, unsolicited bulk messaging or communications to people who did not consent or who asked to stop receiving them; impersonating identities, brands or people; or carrying out phishing or social engineering;
uploading or transmitting malware, viruses, trojans, keyloggers, rootkits or code of similar effect;
taking any action that damages, degrades or compromises the availability, performance, integrity or security of the Services, or circumventing their usage limits, quotas or access controls;
carrying out automated or systematic data collection (scraping, mining or extraction) on the Services without our prior written consent;
modifying, adapting, translating, decompiling, disassembling or reverse engineering the Services or any software within them, or assisting others in doing so;
removing or obscuring copyright, trademark or other proprietary notices;
publishing, distributing or reproducing material protected by third-party rights without the rights holder’s authorization;
uploading special categories of personal data — health, biometrics, sensitive financial data, children’s data or others — unless a specific written agreement provides for it;
conducting penetration tests, vulnerability scans or load tests without prior written authorization;
using the Services for unlawful surveillance, harassment, prohibited discrimination or any purpose that infringes third-party rights.

In the event of a breach, or a reasonable suspicion of one, we may require it to stop, limit features, remove content, suspend access or terminate the account, depending on severity and with whatever notice the circumstances allow. Where there is an imminent risk to security, to third parties or to service continuity, we may act without prior notice and notify afterwards.

10. Resale and use for third parties

The Customer may serve its own clients using the Services, and manage those clients’ accounts or channels within its Workspace, in accordance with its plan.
What the Customer may not do, without our prior written authorization or without taking part in a partner program, is resell, sublicense, rent or commercialize access to the Platform as such, offer it as its own or as a white-label product, or create accounts or Workspaces in order to distribute access to third parties.
If this occurs, we may suspend access and disable the account without refund, and claim the amounts received by the Customer in breach of this clause.

11. Subscription, billing and taxes

The Platform is sold by subscription, with the billing frequency, price, limits and consumption units stated at the time of purchase and reflected in the Customer’s dashboard. Usage beyond what the plan includes may generate additional charges, as notified.
Subscriptions renew automatically for equal periods unless the Customer cancels before the renewal date from the dashboard or by the means indicated there.
Agency Services, and licences included in an agency contract, are billed according to that contract, and may be invoiced together with our fees.
Prices exclude taxes, duties and withholdings. The Customer is responsible for any applicable taxes, other than those levied on our income.
Invoices are issued by the Contracting Entity. Depending on the service and the Customer’s jurisdiction, they may be issued by GoHyppo LLC or by Voxtur Ltd; the tax and banking details of the relevant company are provided at administrative onboarding.
We may change prices and plans. Changes are notified with reasonable advance notice and take effect from the following billing period.
Late payment allows us to suspend access after notice, without prejudice to amounts already due.

11.1 Refunds

Amounts paid are non-refundable and there is no automatic right to a refund. We do not issue refunds or credits for partial periods, plan changes, unused features or unused months on an active account. We may consider exceptions on a case-by-case basis and at our sole discretion — for instance a duplicate charge or a billing error on our side; to raise one, write to it@hyppo.io. Where applicable law grants the Customer a non-waivable right of withdrawal or refund, that right is honoured.

12. Suspension, cancellation and effects

The Customer may cancel at any time from the dashboard or by the means set out in its contract. Cancellation takes effect at the end of the current period, with no refund of the period already invoiced.
We may suspend or terminate an account for breach of these Terms, for late payment, on legal requirement or on security grounds.
On cancellation, the Workspace enters read-only mode for 30 days, during which the Customer may export Customer Content. After that period we may delete it permanently, without prejudice to backups that are purged in their normal rotation cycle and to anything we must retain by legal obligation.
The export and contact-deletion features available in the product are described in the GoChat documentation.
Cancellation does not affect accrued payment obligations or the clauses that by their nature survive (ownership, confidentiality, limitation of liability, indemnity and governing law).

13. Availability, maintenance and continuity

The Services run on our own and on third-party infrastructure. We aim for continuous availability but we do not guarantee any service level or uptime percentage unless a written SLA has been agreed. Any availability metrics we publish are informational and do not constitute a contractual commitment.
The security certifications mentioned in our materials — including ISO 27001 and SOC 2 Type II — belong to the infrastructure and platform providers we use, and not to GoHyppo LLC or Voxtur Ltd, neither of which holds those certifications in its own right. The current providers are listed in the Privacy Policy.
We may carry out scheduled maintenance, aiming to give reasonable notice, and emergency maintenance without prior notice.
We may add, change or discontinue features. If we permanently discontinue a Service, we will give reasonable notice and provide a window for the Customer to export its Content.
Features labelled beta, preview or experimental are provided as is, may change or be removed, and are not covered by any availability commitment.

14. Intellectual property

The Services, their software, documentation, design, trademarks and all associated intellectual property rights belong to GoHyppo LLC, to Voxtur Ltd or to their licensors, and are reserved. These Terms transfer none of those rights.
The Customer authorizes us to mention its name and logo as a customer in commercial materials, and may withdraw that authorization at any time by writing to hello@hyppo.io. Publishing case studies, metrics or attributed quotes requires the Customer’s prior approval.
If the Customer sends us suggestions or feedback about the Services, we may use them freely and without compensation.

14.1 Third-party trademarks

Third-party trademarks, trade names and logos appearing on our websites and materials — including, among others, Customer.io, Shopify, Tiendanube, WhatsApp, Meta, Instagram, Google, TikTok, LinkedIn, Telegram, Stripe and those of our customers — belong to their respective owners and are used descriptively, to identify integrations, technologies or commercial relationships. Their use implies no sponsorship, endorsement or affiliation beyond what is expressly stated.

15. Confidentiality

Each party undertakes to keep confidential the other party’s non-public information to which it gains access in connection with the Services, to use it only to perform under these Terms, to limit access to personnel who need it, and to protect it with no less care than it applies to its own confidential information. This obligation does not extend to information that is public through no fault of the receiving party, that it already lawfully held, that it receives from a third party without a duty of confidence, or that it must disclose on legal requirement, in which case it will notify the other party where permitted. It survives for three years after the end of the engagement, and without time limit as regards personal data and trade secrets.

16. Warranties and disclaimer

Each party represents that it has capacity to be bound by these Terms. Beyond that, and to the maximum extent permitted by applicable law, the Services are provided “as is” and “as available”, without warranties of any kind, express or implied, including merchantability, fitness for a particular purpose, non-infringement, accuracy, completeness, continuity or freedom from error. We do not warrant that the Services will meet the Customer’s specific requirements, that they will operate without interruption, or that the results obtained will be accurate or reliable. No oral or written information obtained from us creates any warranty not expressly set out here.

Marketing materials and published figures. No figure, metric, percentage, timeline, rating, badge or certification published on our websites, in our commercial materials, in case studies, on the blog or on third-party profiles constitutes a warranty, a contractual representation or a service-level commitment in respect of any Service. Those publications are informational and may change without notice. The same applies to demonstrations, proofs of concept and trial environments.

17. Limitation of liability

To the maximum extent permitted by applicable law, GoHyppo LLC and Voxtur Ltd, their members, managers, employees, affiliates and agents will not be liable for indirect, incidental, special, punitive, exemplary or consequential damages, nor for lost profits, lost revenue, lost business opportunities, loss of reputation or loss of data, even if advised of their possibility, arising from:

errors, inaccuracies or omissions in any content, including content generated by AI Features;
the use of, or inability to use, the Services, or any interruption, suspension or cessation of transmission;
unauthorized access to our systems or to the information stored in them, absent fault on our part;
the conduct of third parties, including other users, messaging channels, advertising platforms, model providers and other infrastructure providers;
the suspension, limitation or removal of the Customer’s accounts, numbers, templates or assets on third-party platforms;
content published, sent or transmitted by the Customer or its Users.

Our total aggregate liability for any claim relating to the Services will not exceed the amount actually paid by the Customer to the Contracting Entity in the twelve (12) months preceding the event giving rise to the claim, or USD 100 if no payments were made in that period. These limitations do not apply to wilful misconduct, fraud, or any liability that applicable law declares non-excludable or non-limitable.

Time limit for claims. Any claim relating to the Services must be brought within twelve (12) months of the event giving rise to it. After that period the claim is deemed waived, to the maximum extent applicable law permits.

No limitation in this clause is altered by the existence of a DPA: data processing agreements do not increase liability caps unless they expressly say so.

18. Force majeure

Neither party is liable for a failure to perform caused by events beyond its reasonable control, including natural disasters, fire, flood, epidemics, war, civil unrest, acts of authority, prolonged power or connectivity outages, failures or unilateral changes by infrastructure providers or third-party platforms, and cyber attacks. The affected party will notify the other and use reasonable efforts to resume performance.

19. Indemnity

The Customer will indemnify and hold harmless GoHyppo LLC and Voxtur Ltd, their members, managers, employees, affiliates and agents against any claim, demand, penalty, loss, damage, cost and reasonable attorneys’ fees arising from: (i) Customer Content; (ii) use of the Services in breach of these Terms or of applicable law; (iii) breach of the policies of third-party channels or platforms; (iv) the absence of legal bases, consents or notices in respect of its End Users’ personal data, including call recording and transcription; and (v) claims by its End Users relating to the Customer’s activity. We will notify the Customer of the claim, give it reasonable control of the defence, and cooperate at its expense.

20. Changes to these Terms

We may change these Terms. We will publish the current version on this page with its last-updated date. Where a change is material and affects the Customer’s rights or obligations, we will notify it through the dashboard or by email with reasonable advance notice before it takes effect. Use of the Services after that date constitutes acceptance of the new version; anyone who does not accept it may cancel under clause 12.

21. Governing law and jurisdiction

These Terms, and any dispute concerning their formation, interpretation, performance or validity, are governed —whichever the Contracting Entity— by the laws of the State of Florida, United States of America, excluding its conflict-of-laws rules and the United Nations Convention on Contracts for the International Sale of Goods. The parties submit to the exclusive jurisdiction of the state and federal courts sitting in Miami-Dade County, Florida, and waive any objection based on venue or forum non conveniens.

Exception. Where applicable law grants a consumer a non-waivable forum or a mandatory protective statute, this clause does not displace it and the consumer retains the right to bring proceedings before the courts of their domicile and to invoke those rules. Where a signed contract contains a different governing law or dispute resolution clause, that contract prevails under clause 3.

22. General provisions

Entire agreement. These Terms, together with the Privacy Policy and, where applicable, the signed contract, constitute the entire agreement between the parties on their subject matter and supersede all prior understandings.
No reliance on marketing materials. The Customer confirms that it contracts on the basis of these Terms and, where applicable, the signed contract, and not on statements, figures, presentations, demonstrations or commercial materials that precede or fall outside those documents. No communication outside them creates any obligation on our part.
Independence. The parties are independent contractors. These Terms create no agency, partnership, joint venture, employment or franchise relationship. Messages sent through the Services are sent by the Customer, not by us.
Severability. If any provision is held invalid or unenforceable, it will be construed to the maximum extent permissible and the remaining provisions will remain in full force.
No waiver. Tolerance or delay in exercising a right does not constitute a waiver of it.
Assignment. The Customer may not assign these Terms without our prior written consent. We may assign them to an affiliate — including an assignment between GoHyppo LLC and Voxtur Ltd — or in connection with a reorganization, merger or transfer of assets, with notice.
Notices. Notices from the Customer to us: it@hyppo.io. Notices from us to the Customer: to the account’s contact email or through the dashboard.
Language. We publish these Terms in Spanish and in English. In the event of a discrepancy of interpretation, the Spanish version prevails.

23. Contact

GoHyppo LLC · Miami-Dade County, Florida, United States
Voxtur Ltd · Reg. 0014565 · Suite 5, Horsford’s Business Centre, Long Point Road, Charlestown, Nevis KN0801
Contract, billing and privacy enquiries: it@hyppo.io
Commercial and product enquiries: hello@hyppo.io