Terms of use for customers

1. Who we are and what Trato is

Trato is a service of Servicios Informáticos E-brain SpA, RUT 76.834.222-3, with its address at Av. Bosques de Montemar #30, Viña del Mar, Valparaíso, Chile (“Trato” or “we”).

Trato is a messaging channel between companies and their customers. These terms are for you as a customer (“you”): the person who writes to a company through its chat link, its QR code, the widget on its website or the Trato app.

2. Using Trato

• Talking with companies on Trato is free for you.
• You don't need to give us any data to start. If you want, you can add your verified email, your name and a @nickname, so companies recognize you and so you can recover your history on other devices.
• You must be 18 or older to use Trato.
• You are responsible for keeping access to your email, your devices and the Google, Facebook or TikTok account you sign in with secure, because they are how your account is recovered.

We may improve, change or remove features. If a change affects you significantly, we'll let you know in the chat or the app.

3. The companies you talk with

Each company decides how it serves you and is responsible for:

• what it tells you and offers you: products, services, prices, bookings, payments and warranties;
• the agreements you make with it, which Trato is not a party to;
• the data you give it in the conversation, which it processes under its own terms and privacy notice.

Trato doesn't ask for sensitive data. If a company asks you for it (for example, health data at a clinic), check its terms and privacy notice before you share it.

The verified company badge means Trato reviewed documents that prove that company's identity; it doesn't guarantee the quality of what it offers.

Some companies use an artificial intelligence assistant that replies for them. Its replies may contain mistakes: confirm anything important to you with the company.

4. Trato is not an emergency service

Messages may be delayed or not arrive, and each company replies on its own schedule. If you have a health, safety or other emergency, don't wait for a reply on Trato: call emergency services or contact the company another way.

5. Acceptable use

When you use Trato, you may not:

• harass, threaten, insult or deceive a company or the people on its team;
• send spam, illegal or offensive content, or harmful files;
• impersonate someone else or use another person's data without their permission;
• try to breach Trato's security, overload it or access other people's conversations or accounts.

If you don't follow these terms, we may limit or suspend your access. We do so proportionately and let you know, unless the law prevents it or telling you would put other people at risk.

6. Blocking, reporting and promotions

• You can block a company to stop receiving its messages, and report it if it sends you spam, impersonates someone else, tries to deceive you or offends you. We review reports and may limit or suspend the company.
• Each company's promotions start turned on when you begin talking with it, and we tell you so in the conversation. You can turn them off or back on whenever you want, with the “Receive promotions” switch or by replying STOP. The company can't turn them on for you.
• Notices about your services (for example, an appointment confirmation) are separate from promotions.

7. Your content

What you write and send (messages, photos, documents and voice messages) is yours. You give us a limited permission to store it, process it and show it to the company you're talking with, only as needed to provide the service.

The conversation also stays with the company, which uses it under its own terms. If you delete your Trato account, your conversations remain with each company: if you want them deleted too, ask the company.

8. Your data

How we process your data, why and for how long is explained in the Privacy policy, which is part of these terms. In the chat or app Settings, you can download your data and delete your account whenever you want. If you don't use your account for 24 months, we anonymize it, as the Policy explains.

9. Availability

We do our best to keep Trato always working, but there may be interruptions, failures or maintenance. We don't guarantee that a company will reply to you or how quickly.

10. Liability

Trato is liable to you for damage it causes by not complying with these terms, as provided by law. It is not liable for what the companies you talk with do or fail to do, or for the agreements you make with them.

Nothing in these terms limits the rights that your country's consumer protection law gives you.

11. Changes to these terms

We may update these terms and the Privacy policy. When we publish a new version, the chat and the app let you know and ask you to review and accept it. If you don't agree, you can stop using Trato and delete your account at any time.

12. Governing law and contact

These terms are governed by the laws of Chile, without prejudice to the rights your country's law gives you. If you are a consumer, you can file a complaint with the bodies and courts that law allows: for example, in Chile, SERNAC and the local police court, and in Brazil, Procon.

If you have questions or a complaint, write to us at contacto@grupodtg.com. If your question is about a conversation, write to the company first.