Terms of use

1. Acceptance

These Terms of Use govern access to and use of the TickGo platform, offered by TICKGO SOLUÇÕES LTDA, registered under CNPJ (Brazilian company tax ID) No. 69.139.370/0001-00, headquartered at SGAS 915, Bloco D, Sala 103, Nº 487, Brasília/DF, Brazil ("TickGo").

By creating an account, accessing the dashboard, using the app or any public page of the platform (registration, document signing, verification), you declare that you have read and agree to these Terms and to the Privacy Policy. If you do not agree, do not use the platform.

Where there is a commercial proposal or a signed contract between TickGo and the Client, the conditions of that document prevail over these Terms to the extent they differ.

2. Definitions

• Platform: the set of web dashboard (CRM), mobile app, public pages and integrations of TickGo, including TickGo Sign.
• Client or Organizer: the legal entity (or individual, when accepted) that hires TickGo to run its events or documents.
• User: the person authorized by the Client to access the dashboard or the app, with the role defined by the Client (for example, administrator, door staff, coordination).
• Participant: the person who registers, buys a ticket, joins a list, goes through accreditation or interacts with a Client’s event.
• Signer: the person invited to sign a document through the Platform.
• TickGo Sign: the electronic document signing module, used within the journey of an event or independently.

3. What the Platform offers

TickGo is a participant management tool. Depending on the modules contracted, it allows you to sell or distribute tickets, manage lists, validate identity documents, collect electronic signatures, enroll facial biometrics, run accreditation, access control and kit pickup, manage teams and communicate with participants.

TickGo is not the organizer, producer or promoter of the events held with the Platform. Holding the event, its program, security, permits, prices, cancellation policies and support for the Participant are the sole responsibility of the Organizer.

The modules available to each Client depend on what was contracted. TickGo may evolve, change or discontinue features, giving reasonable notice when the change significantly affects something the Client uses.

4. Account and access

The Client is responsible for registering its Users, defining each one’s role and removing access from anyone who should no longer have it. Everything done with a User’s credentials is considered done by the Client.

Login and password are personal and non-transferable. The User must keep the password confidential and notify TickGo immediately if unauthorized access is suspected. App access by QR code and PIN is valid only for the event and the period for which it was generated.

Registration information must be truthful and kept up to date.

5. Client responsibilities

By using the Platform, the Client undertakes to:

• have an adequate legal basis to process the personal data of Participants, Signers and teams, including collecting the specific and prominent consent required for biometrics;
• clearly inform Participants about how their data will be used, including facial biometrics, and offer an alternative to those who refuse;
• use only content, images and trademarks it has the right to use;
• send messages (email and WhatsApp) only to people who may receive them, respect opt-out requests and comply with Meta’s policies for WhatsApp Business;
• ensure that documents sent for signature are lawful and suitable for the type of signature offered;
• comply with the legislation applicable to its event, including the Brazilian Consumer Protection Code in sales to Participants.

6. Prohibited use

You may not use the Platform to:

• commit fraud, identity falsification or any unlawful act;
• collect or process personal data without a legal basis, or use biometrics for a purpose different from the one disclosed to the Participant;
• send spam or unsolicited communications;
• attempt to access other clients’ data, bypass access or security controls, or test vulnerabilities without written authorization;
• reverse engineer, copy, resell or sublicense the Platform;
• intentionally overload the infrastructure or use unauthorized automation.

TickGo may suspend access, in whole or in part, when there is reasonable evidence of prohibited use, notifying the Client whenever possible.

7. Personal data and LGPD

The processing of personal data follows Brazil’s General Data Protection Law (LGPD, Law No. 13,709/2018) and is described in the Privacy Policy. In short: for the Client’s account data, TickGo is the controller; for the data of Participants, Signers and event teams, the Organizer is the controller and TickGo acts as the processor, handling the data according to the Client’s instructions and for the purpose of the operation.

Facial biometrics are sensitive personal data. They are only enrolled with the data subject’s consent, who may refuse; the refusal is recorded and does not prevent the Participant from being served through another means of identification defined by the Organizer.

To operate the Platform, TickGo uses sub-processors (such as cloud, facial recognition, document reading, email and messaging providers), listed in the Privacy Policy. TickGo adopts technical and administrative security measures and will notify the Client of security incidents that may affect the data under its responsibility.

We recommend that the Organizer, as controller, prepares the Data Protection Impact Assessment (RIPD) before events involving biometrics, with the support of a qualified professional.

8. Electronic signature (TickGo Sign)

TickGo Sign offers electronic signatures under article 10, § 2, of Provisional Measure No. 2,200-2/2001: the Signer confirms their identity (name, document and a one-time code sent by email) and the Platform records the evidence of the signature, such as the date and time of each step, IP, approximate location, device and the hash of the original document.

This type of signature is not the same as a signature with the Signer’s own ICP-Brasil digital certificate. It is up to the Client to assess whether it is suitable for each type of document; for acts for which the law requires an ICP-Brasil certificate or another form, TickGo Sign does not replace that requirement.

Every completed document can be checked on a public verification page, reached through the document’s own link or QR code.

9. TickGo Sign free account

TickGo Sign can be used through a free account, created by the person themselves (individual or company) through the online sign-up on the website, without a commercial proposal. To create the account you must provide a valid name, email, CPF (individuals) or CNPJ (companies), confirm the email with a one-time code and accept these Terms. The account is created with the person who signed up as administrator.

• One free account per CPF or CNPJ. An email that already belongs to a Platform user does not create a new account.
• Whoever signs up declares that the CPF or CNPJ provided is theirs (or that they have authority to use it on behalf of the company) and that the data is true. TickGo does not check the CPF or CNPJ against an external database at sign-up; if someone uses a CPF or CNPJ that is not theirs, the real holder may request correction through contato [arroba] tickgo.com.br.
• TickGo may refuse a sign-up or suspend or close a free account when there is reasonable evidence of abuse, such as false data, use of third-party CPF or CNPJ, an attempt to open several free accounts for the same person or company, use of temporary emails or prohibited use of the Platform (Prohibited use section).
• The free plan includes a package of finalized documents per monthly cycle, which starts on the sign-up date and renews every month. Whatever is not used in a cycle does not carry over to the next. The number of documents in the package is shown on the TickGo Sign page and in the account dashboard.
• When the cycle’s package runs out, new documents are blocked until the next cycle or until a slot is freed. Documents already sent and in progress are not interrupted: signers can complete them.
• Some features are not part of the free plan and are available on paid plans, on request: sending by WhatsApp, signer confirmation by selfie or biometrics, pre-filling from registrations, integration with the CRM, check-in and kits of TickGo, and API access.
• On the free plan, documents cannot be deleted (a document that still has a pending signature can be cancelled, which does not undo signatures already made) and there is a limit on documents created per cycle, of three times the package, counting documents in progress, completed, cancelled and expired. Deletion of documents is available on paid plans.
• Inviting other members to the account team is a paid-plan feature, available for company accounts. On the free plan the account has the users from the sign-up and each one’s access profile cannot be changed; individual accounts are single-user.
• When required, the free account administrator must register a credit or debit card to send new documents for signature. Nothing is charged on the free plan. Registration happens on the page of Stripe, the payment processor, and TickGo stores only the brand, last 4 digits, expiry, type and fingerprint of the card, never the full number or CVV. Prepaid cards are not accepted and the same card cannot validate more than one active TickGo Sign account. Documents already sent and in progress are never interrupted for lack of a card.
• On documents from envelopes created on the free plan, the pages TickGo adds to the PDF carry the "Signed with TickGo" seal and the original document is not altered. Each signer’s certificate includes the audit trail, as on all plans.
• To expand the package, the Client may subscribe to a paid package directly from the account dashboard or contact TickGo for custom commercial proposals. TickGo may change the free plan limits, giving notice as described in the What the Platform offers section.

The processing of sign-up data is described in the Privacy Policy.

10. TickGo Sign paid plans and subscriptions

The Client may increase its signing volume by subscribing to paid packages directly through the Platform or under a commercial proposal with TickGo.

• Online subscription: paid packages subscribed through the dashboard are billed on a recurring monthly or annual basis to a credit card, processed by Stripe as payment processor. TickGo does not store the full card number or the security code.
• Currency: packages are charged in Brazilian reais. When TickGo offers the package in US dollars (for example, on the English website), the charge, the annual plan discount and any refund are made in US dollars, at the amount shown at checkout. The currency stays fixed while the subscription is active. The card issuer or bank may apply currency conversion and their own taxes, outside TickGo’s control.
• Cycle and renewal: the subscription starts on the date the payment is confirmed and renews automatically every month or year (depending on the plan), on the same billing date, until cancelled by the Client.
• Annual plan discount: the annual subscription offers a discount equivalent to 2 monthly payments compared with the monthly billing amount.
• Cancellation: the administrator may cancel the subscription renewal at any time in Settings → Billing, with the "Cancel plan" button. Cancellation does not stop the service immediately: the contracted package remains active and available until the end of the period already paid, and there is no refund of the balance of the period already paid, except for the right of withdrawal described below. Until that date, the administrator may reactivate the renewal. After the period ends, the account automatically returns to the TickGo Sign free plan, with no loss of completed documents or interruption of documents already started. Changing the card and viewing receipts are done in the billing area hosted by Stripe.
• Right of withdrawal: the contracting party, whether an individual or a company, may withdraw from the online purchase of a paid package within 7 (seven) calendar days from the confirmation of payment, by requesting it at contato [arroba] tickgo.com.br from the account administrator’s email. For consumers, this right stems from article 49 of the Brazilian Consumer Protection Code; for other contracting parties, TickGo grants it in the same way, as a courtesy. In that case, TickGo refunds the amount paid, through the same payment method, and the subscription is cancelled, with no new charge to the card. Only the documents finalized in the period in excess of the free plan allowance are deducted from the refund, at the proportional value of each document in the contracted package, which is the package price per cycle divided by the number of documents included in it (on the annual plan, the amount paid divided by 12). The deduction never exceeds the amount paid, and anyone who did not exceed the allowance receives a full refund. The account returns to the TickGo Sign free plan. Documents and signatures already made continue to exist and can be checked normally; the account is only deleted if the holder requests deletion, under the Privacy Policy. The time for the amount to appear on the card statement depends on the card issuer.
• Payment failure: if the renewal charge fails, the subscription enters a grace period with a pending-payment status. TickGo will notify the Client by email to fix the payment method. If the issue is not resolved within the period set by Stripe, the subscription ends and the account returns to the free plan.

11. Tickets, payments and fees

Ticket payments are processed by partner payment gateways, subject to those providers’ terms. TickGo does not store full card data.

TickGo’s remuneration (a per-sale fee, fixed or percentage, or another model) is the one defined in the commercial proposal accepted by the Client. Overdue amounts may be charged with the charges provided in that proposal.

Cancellations, exchanges and refunds to Participants follow the Organizer’s policy and consumer protection legislation; the Platform offers the tools to carry them out, but the decision and the responsibility toward the Participant belong to the Organizer.

12. Third-party services

Some features depend on third-party services, such as the official WhatsApp API (Meta), cloud, facial recognition and document reading providers, payment gateways and timing systems. The use of these integrations is also subject to the terms of the respective providers, and TickGo is not liable for unavailability or rule changes of those services.

13. Availability and support

TickGo uses reasonable efforts to keep the Platform available and secure, but does not guarantee uninterrupted or error-free operation. Scheduled maintenance may occur and will, whenever possible, be announced in advance and avoided on event dates informed by the Client.

Service levels (SLA) and on-site support, when applicable, are those provided in the commercial proposal.

14. Intellectual property

The Platform, its code, trademarks (including TickGo and TickGo Sign), layout and documentation belong to TickGo. The Client receives a limited, non-exclusive and non-transferable license to use them for as long as the contract lasts.

The data and content entered by the Client remain the Client’s. TickGo uses this data only to provide the service, according to the Privacy Policy, and may use aggregated and anonymized data to improve the Platform.

15. Limitation of liability

TickGo is not liable for indirect damages, lost profits or loss of opportunity, nor for losses arising from use of the Platform in breach of these Terms, from incorrect information provided by the Client, from failures of third-party services or from acts of God and force majeure.

Except in cases of willful misconduct or gross negligence, or where the law provides otherwise, TickGo’s total liability to the Client is limited to the amount actually paid by the Client to TickGo in the 12 months preceding the event.

16. Suspension and termination

The Client may stop using the Platform according to the conditions of the commercial proposal. TickGo may suspend or terminate access in case of breach of these Terms, non-payment or legal requirement.

After termination, the Client may request an export of its data within the period informed by TickGo. After that, the data is deleted or anonymized according to the Privacy Policy, except what the law requires to be kept.

17. Changes to these Terms

TickGo may update these Terms. The date of the last update is at the top of this page and, for relevant changes, the Client will be notified with reasonable advance notice. Use of the Platform after the new version takes effect means agreement with it.

18. Governing law and venue

These Terms are governed by the laws of the Federative Republic of Brazil. The courts of the Judicial District of Brasília/DF are chosen to resolve any dispute, except for the consumer’s home court where the law so determines.

If any provision is found invalid, the others remain in force. Tolerance of a breach does not mean waiver of the right to demand compliance.

19. Contact

Questions about these Terms: contato [arroba] tickgo.com.br. Privacy and personal data matters: dpo [arroba] tickgo.com.br.