HIVA

Terms and Conditions

Last updated: February 16, 2026

1. Acceptance of Terms

By accessing and using the HIVA platform, operated by Kernel Servicios en Informatica SA de C.V. (hereinafter "HIVA", "we" or "the company"), you agree to be bound by these Terms and Conditions. If you do not agree with any part of these terms, you may not access the service.

2. Description of Service

HIVA is an intelligent virtual agent platform that enables businesses to automate customer service through conversational artificial intelligence. The service includes:

  • Creation and configuration of AI-powered virtual agents
  • Integration with communication channels (WhatsApp, Instagram, Facebook Messenger, Web Chat, Voice)
  • Knowledge base management
  • Administration panel and analytics
  • Workflow automation tools

3. Registration and User Account

3.1 Requirements

To use HIVA, you must create an account by providing accurate and complete information. You are responsible for maintaining the confidentiality of your account and password.

3.2 User Responsibilities

  • Provide truthful and up-to-date information
  • Maintain the security of your access credentials
  • Immediately notify any unauthorized use of your account
  • Be responsible for all activities performed under your account

4. Acceptable Use

By using HIVA, you agree NOT to:

  • Use the service for illegal or unauthorized purposes
  • Send spam, unsolicited messages or malicious content
  • Attempt to access systems or data without authorization
  • Interfere with the operation of the service
  • Violate third-party intellectual property rights
  • Impersonate individuals or organizations
  • Use the service to harass, threaten or defame
  • Collect user data without their consent
  • Use the service in a way that violates third-party platform policies (WhatsApp, Meta, etc.)

5. Plans and Billing

5.1 Subscription Plans

HIVA offers different subscription plans with different features and limits. Details of each plan are available on our pricing page.

5.2 Payments

  • Payments are processed securely through authorized payment providers
  • Subscriptions renew automatically unless previously cancelled
  • Prices may be subject to applicable taxes

5.3 Cancellations and Refunds

You may cancel your subscription at any time. Cancellation will be effective at the end of the current billing period. No refunds are made for partial periods.

6. Intellectual Property

6.1 HIVA Ownership

The HIVA platform, including its software, design, logos, trademarks and content, are owned by Kernel Servicios en Informatica SA de C.V. and are protected by applicable intellectual property laws.

6.2 User Content

You retain all rights to the content you upload to the platform. By using HIVA, you grant us a limited license to process your content solely for the purpose of providing the service.

7. Third-Party Integrations

HIVA integrates with third-party platforms such as WhatsApp, Instagram and Facebook Messenger. The use of these integrations is subject to the terms and policies of each platform. You are responsible for complying with such terms.

HIVA is not responsible for changes, interruptions or limitations imposed by these third-party platforms.

8. Use of Artificial Intelligence

HIVA uses artificial intelligence technologies to provide automated responses. You acknowledge that:

  • AI-generated responses may not always be accurate or appropriate
  • It is your responsibility to properly configure and supervise virtual agents
  • You must review and approve knowledge base content
  • HIVA does not guarantee specific results from AI use

9. Service Availability

We strive to keep HIVA available 24 hours a day, 7 days a week. However, we do not guarantee uninterrupted availability. The service may be affected by scheduled maintenance, updates or circumstances beyond our control.

10. Limitation of Liability

To the maximum extent permitted by applicable law, HIVA shall not be liable for:

  • Indirect, incidental, special or consequential damages
  • Loss of data, revenue or profits
  • Service interruptions
  • Actions of third parties or integrated platforms
  • Content generated by AI agents

Our total liability shall not exceed the amount paid by you in the last 12 months.

11. Indemnification

You agree to indemnify and hold harmless HIVA, its officers, employees and agents, from any claim, damage, loss or expense arising from your use of the service or violation of these terms.

12. Termination

We may suspend or terminate your access to the service at any time if:

  • You violate these Terms and Conditions
  • You use the service fraudulently or illegally
  • You fail to make corresponding payments
  • Your use negatively affects other users or the service

13. Modifications

We reserve the right to modify these Terms and Conditions at any time. Changes will be notified through the platform or by email. Continued use of the service after changes constitutes your acceptance of the new terms.

14. Governing Law and Jurisdiction

These Terms and Conditions shall be governed and construed in accordance with the laws of Mexico. Any dispute arising in connection with these terms shall be submitted to the jurisdiction of the competent courts of Mexico City.

15. Contact

If you have questions about these Terms and Conditions, you can contact us at: