Terms and Conditions of Service - Pulso
Last updated on May 1, 2026
1. Introduction and Acceptance
These Terms and Conditions of Service (hereinafter, the "Terms") constitute a legally binding agreement between you (hereinafter, the "Client") and woku SpA, operator of the Pulso service (hereinafter, "Pulso", "we", or "woku").
By accessing, registering, or using Pulso, you declare that you have read, understood, and fully accepted these Terms. If you do not agree with any provision, you should not use the platform.
2. Definitions
- "Pulso" or "Platform": the Pulso service operated by woku SpA, which talks with end users via call, web, or WhatsApp to detect risk signals and trigger alerts and integrations, including the admin panel, the APIs, and the associated webhooks.
- "Plan": predefined set of monthly Conversations and features that the Client contracts to use Pulso (Starter, Growth, or Scale), under monthly or annual billing.
- "Conversation": interaction of up to 3 minutes between the Pulso Agent and an end user via any of the enabled channels (call, web, or WhatsApp). If a Conversation exceeds 3 minutes, it consumes an additional Conversation; over 6 minutes, another additional one, and so on.
- "Additional Conversation": Conversation that exceeds the monthly quota of the Plan or that is billed by usage at the Plan's unit price.
- "Validity": period during which the Client maintains an active Plan. Under monthly billing, the Validity is 1 month from activation; under annual billing, it is 12 months from activation, with a 20% discount over the equivalent monthly rate.
- "Paddle": Paddle.com Market Limited, entity that, where applicable, acts as Merchant of Record (payment intermediary) for transactions made on the Platform.
3. Service Description
Pulso is a SaaS platform for conversational feedback with an artificial-intelligence agent. Pulso talks with the Client's end customers in 1- to 3-minute interactions via call, web, or WhatsApp, identifies risk signals and urgent issues, and triggers alerts or integrations (for example, ticket creation in systems like Jira) so that the Client's team can act in time.
3.1 Plans
The service is offered through monthly or annual Plans, with a 20% discount under the annual modality. Each Plan includes a predefined amount of monthly Conversations and a set of Features. Available Plans are:
- Starter: to try Pulso at one key point of the experience. Includes 100 monthly Conversations, native alerts, API, and webhooks. Additional Conversations are billed at the Plan's unit price.
- Growth: for teams that want to use Pulso at several moments of the journey. Includes 1,000 monthly Conversations, native alerts, integrations, API, and webhooks. Additional Conversations are billed at the Plan's unit price.
- Scale: for companies with high volume, multiple teams, or critical CX processes. Custom pricing. Includes more than 1,000 monthly Conversations, advanced integrations, implementation support, CX guidance, and custom alert and escalation rules.
The specific quantities of Conversations, Features, and current prices of each Plan are published on the Pulso pricing page (woku.app/pulso#precios) and prevail over any general reference contained in these Terms.
3.2 Consumption Logic
Conversations are deducted as they take place throughout the billing cycle. Each Conversation includes up to 3 minutes; exceeding that threshold consumes an additional Conversation, and so on every 3 minutes completed.
Unused Conversations do not roll over to the next cycle, unless expressly agreed otherwise for Scale Plans or direct agreements with the sales team.
3.3 Plan Change
The Client may change their Plan at any time:
a) Upgrade (to a higher-value Plan): the change is immediate and the cost is prorated considering the remaining value of the current cycle.
b) Downgrade (to a lower-value Plan): the change is applied starting the next billing cycle, and the conditions of the current Plan are maintained until the end of the cycle.
c) Switch between monthly and annual billing: may be requested at any time. Switching from monthly to annual applies the 20% discount from the start of the new annual cycle.
4. Registration and Account
To use Pulso, the Client must create an account by providing truthful, complete, and up-to-date information. The Client is responsible for:
a) Maintaining the confidentiality of their access credentials.
b) All activity that occurs under their account.
c) Immediately notifying Pulso of any unauthorized use of their account.
d) Ensuring that only authorized Users have access to the Platform.
woku reserves the right to suspend or cancel accounts that violate these Terms or that present suspicious activity.
5. Payments and Billing
5.1 Payment Processor
When payment is made through Paddle, Paddle will act as Merchant of Record. By making a purchase through Paddle, you accept Paddle's checkout buyer terms (available at paddle.com/legal/checkout-buyer-terms) and the charges on your bank statement will appear under Paddle's name. For Scale Plans or direct agreements, payment may be made through the means woku indicates at the time of purchase (bank transfer, direct invoice, or others).
5.2 Prices and Currency
The current prices of each Plan are published on the Pulso pricing page. Prices do not include applicable taxes (VAT, sales tax, or others), which will be calculated and added according to the Client's jurisdiction at the time of payment.
5.3 Validity and Renewal
Monthly Plans are billed every month from the activation date. Annual Plans are billed in advance for 12 months, with a 20% discount over the equivalent monthly rate. Plan renewal occurs automatically at the end of each cycle, unless the Client requests cancellation before the close of the current period.
5.4 Additional Conversations
When the Client exceeds the number of Conversations included in their Plan, additional Conversations are billed at the unit price stated on the pricing page for the current Plan. Billing for additional Conversations will be issued at the close of each cycle or, where applicable, upon reaching agreed consumption thresholds.
5.5 Price Changes
woku reserves the right to modify Plan prices. Changes will not affect Plans already contracted during their Validity. New prices will apply from the next purchase or renewal. woku will notify price changes at least 30 days in advance.
6. Refund and Cancellation Policy
6.1 Monthly Plans
Monthly Plans may be canceled at any time. The cancellation takes effect at the end of the current cycle; the Client retains access to the service until that date. No partial refunds are granted on started months.
6.2 Annual Plans
Annual Plans may be canceled under the following conditions, calculated on the Plan value and deducting the effective Conversations already consumed at the Plan's reference unit price:
a) Within the first 30 days: 100% refund of the unconsumed Plan value, minus Conversations already used calculated at unit price.
b) Between days 31 and 180: proportional refund of 50% of the remaining Plan value, calculated on complete unused months.
c) After 180 days: no refunds will be granted. The Client may continue using the service until the end of the annual Validity.
To request a cancellation, the Client must send an email to pau@woku.app indicating their intention to cancel. The cancellation will take effect at the end of the calendar month in which the request is processed.
6.3 Refund Procedure
Refunds originating from transactions processed through Paddle will be returned using the same original payment method, with an estimated processing time of 5 to 14 business days. For payments made through other means (bank transfer, direct invoice), the refund will be made through the same channel, within a reasonable timeframe agreed with the Client.
7. Acceptable Use
The Client agrees to use Pulso lawfully and in accordance with these Terms. The following is expressly prohibited:
a) Using the Platform to send false, defamatory, offensive, or spam content, or to talk with persons who have not granted the corresponding legal authorizations (for example, consent for automated calls or messages according to the applicable jurisdiction).
b) Attempting unauthorized access to systems, data, or accounts of other users.
c) Reverse engineering, decompiling, or attempting to extract the source code of the Platform.
d) Reselling, sublicensing, or transferring access to the Platform without prior written authorization from woku.
e) Using the API or webhooks in a way that compromises the stability or security of the Platform.
f) Generating fraudulent, automated, or artificial Conversations with the purpose of inflating consumption, evading charges, or falsifying risk signals.
Violation of this section may result in immediate suspension or cancellation of the account without right to refund.
8. Intellectual Property
woku grants the Client a limited, non-exclusive, non-transferable, and revocable license to access and use Pulso during the Validity of their Plan.
All intellectual property rights over the Platform, including but not limited to its source code, design, trademarks, logos, Pulso Agent models and prompts, algorithms, and documentation, are and will remain the exclusive property of woku.
The Client retains all rights over the data they enter or that is generated in their Pulso account (end-user data, Conversation transcripts, alerts, configurations). woku will not claim ownership of such data.
9. Data Protection and Privacy
9.1 Data Processing
woku will process the personal data of the Client and their end users in accordance with the Pulso Privacy Policy, the Pulso Data Processing Agreement (DPA), and applicable data protection legislation.
9.2 Security
woku implements appropriate technical and organizational security measures to protect data against unauthorized access, loss, alteration, or destruction. These measures include, among others, encryption of data in transit and at rest, access controls, and periodic security audits.
9.3 Security Incidents
In the event of a security incident that compromises personal data, woku will notify affected Clients within 72 hours of detecting the incident. The notification will include the nature of the incident, the affected data, and the corrective measures taken.
9.4 Confidentiality
All information exchanged between the parties in the context of providing the services will be treated as confidential. Neither party will disclose the other's confidential information to third parties, except when required by law or with the express consent of the party that owns the information.
10. Service Availability
woku strives to keep Pulso continuously available. However, woku does not guarantee a specific level of availability (uptime) and will not be responsible for interruptions arising from:
a) Scheduled or emergency maintenance.
b) Failures in third-party services (hosting providers, external APIs, messaging services, telephony, language models).
c) Force majeure events.
d) Client actions that affect the Platform's performance.
11. Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW:
a) woku will not be liable for indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, use, or any other intangible loss.
b) woku's total cumulative liability for any claim related to the services will not exceed the amount paid by the Client during the 12 months prior to the event that gave rise to the claim.
c) woku will not be liable for the content of Conversations or any data generated by the Client's end users, nor for the business decisions that the Client or their team make based on the alerts generated by Pulso.
12. Warranties and Exclusions
The Platform is provided "as is" and "as available." woku does not grant express or implied warranties regarding the suitability, reliability, availability, or accuracy of the Platform for a particular purpose, beyond what is required by applicable law.
13. Support
woku offers technical support through the channels enabled on the Platform and via WhatsApp. Support is available during business hours (Monday to Friday, 9:00 AM to 6:00 PM Chile time). woku commits to responding to support requests within a reasonable timeframe.
14. Modifications to the Terms
woku reserves the right to modify these Terms at any time. Modifications will be published on the Pulso website and notified to the Client at least 15 days before they take effect. Continued use of the Platform after the modifications take effect will constitute acceptance of the new Terms.
If the Client does not agree with the modifications, they may cancel their account in accordance with Section 6 of these Terms.
15. Termination
Either party may terminate the contractual relationship:
a) By the Client: by canceling their Plan in accordance with Section 6.
b) By woku: in case of breach of these Terms by the Client, with prior notice of 15 days to remedy the breach, except in cases of serious violation where suspension may be immediate.
c) By discontinuation: if woku decides to discontinue the service, it will notify at least 90 days in advance and will proportionally refund unused periods of active Plans.
After termination, the Client will have a period of 30 days to export their data from the Platform. After this period, woku may delete the Client's data from its systems.
16. Applicable Law and Dispute Resolution
These Terms are governed by the laws of the Republic of Chile. Any dispute will be submitted to the jurisdiction of the ordinary courts of justice of the city of Santiago de Chile, with both parties waiving any other jurisdiction that may apply to them.
Before initiating any legal action, the parties agree to attempt to resolve the dispute in good faith through direct negotiation for a period of 30 days.
17. General Provisions
Entire agreement: These Terms, together with the Pulso Privacy Policy and DPA, constitute the entire agreement between the parties and replace any prior agreement.
Assignment: The Client may not assign their rights or obligations under these Terms without the prior written consent of woku.
Severability: If any provision of these Terms is declared invalid or unenforceable, the remaining provisions will continue in full force and effect.
Waiver: Failure by woku to exercise any right provided in these Terms will not constitute a waiver of that right.
Force majeure: Neither party will be liable for breaches arising from events beyond their reasonable control, including natural disasters, armed conflicts, epidemics, internet infrastructure failures, or government actions.
18. Contact
For any inquiries, cancellation requests, or complaints related to these Terms:
Contact: Paula Riquelme, CEO of woku
Email: pau@woku.app
Phone: +56 9 7765 6694
Product website: woku.app/pulso