--- title: "Serve annex | Timbro" description: "Serve rules: the catalog, prices, and orders belong to the Business, the assistant says it is automated, and the Business can take over." canonical: "https://timbro.do/en/politicas/atiende/" --- [Legal documents](https://timbro.do/en/politicas/) # Serve annex Version 2026-10-23 · Effective October 21, 2026 This annex is part of the [Business Terms](https://timbro.do/en/politicas/negocios/). Terms defined in those terms have the same meaning here. ## 1. What Serve is Serve lets the Business talk with its customers on channels such as WhatsApp. An assistant replies on behalf of the Business, using the Business’s catalog and prices. Each channel has its own scope and its own rules, and is activated separately. WhatsApp is the first channel. A channel is governed by this annex when it is available and the Business activates it. Serve is in beta. This annex applies from the time Serve is activated for the Business, and each feature applies to the extent it is available on the activated channel. During the beta, features and channels may change, and INDEXA gives notice of material changes as provided in the Business Terms. ## 2. What belongs to the Business The Business owns its catalog, its prices, and its orders, and is answerable for them to its customers. Timbro does not set prices or accept orders on its own. The Business is responsible for keeping its catalog and prices correct and up to date, for fulfilling the orders its customers confirm, and for its delivery, return, and warranty policies. ## 3. What the assistant does - **It replies on behalf of the Business and says it is automated.** At the start of the conversation, the customer knows an assistant is replying. Timbro appears only when the customer pays. - **It does not make up prices.** It uses only the products and prices in the Business’s catalog. If it cannot find a product or a price, it says so and offers to pass the conversation to a person at the Business. - **It builds the order with the customer and shows the order summary:** products, branch, total, and how long it remains valid. The customer confirms it before paying. If the order changes, the customer receives a new summary and must confirm it again. - **It hands the conversation to a person** when the customer asks, or when it cannot answer. ## 4. The Business can take over the conversation An authorized person at the Business can take over any conversation at any time, and the assistant stops replying in it until the Business hands it back. ## 5. Automated replies can be wrong An assistant can give an incorrect, incomplete, or out-of-place reply. For that reason: - the customer confirms the order summary before paying, and the price in the summary comes from the catalog, not from the conversation; - the Business can correct its catalog, its prices, and the replies the assistant is to give; - if an error caused a wrong order or charge, the Business fixes it with the usual tools: it cancels the order or refunds the payment; - the customer can ask to speak with a person at any time. The Business is answerable to its customers for what the assistant says on its behalf within the catalog and the instructions the Business configured. INDEXA’s liability for Serve is subject to the limitation of liability in the Business Terms, and INDEXA is not liable for the content of the catalog, for prices, or for instructions the Business sets. ## 6. WhatsApp policies and acceptable use To use WhatsApp, the Business must comply with Meta’s commerce and messaging policies in effect, in addition to these terms. The Business may not use Serve to: - send messages that Meta or the law prohibits, or send messages to people who have not agreed to receive them; - sell products or services that Meta’s commerce policies do not allow; - offer remittances or other financial services, unless INDEXA authorizes them in writing; - impersonate another person or business. INDEXA may restrict a channel if Meta suspends it or if use violates these rules, and gives the Business notice as provided in the suspension and termination provisions of the Business Terms. ## 7. Meta message charges Meta charges for certain WhatsApp messages. Those charges are separate from Timbro’s charges. The Business pays them directly to Meta, under Meta’s rates and rules, which Meta may change. ## 8. Conversation data The messages, phone numbers, and voice notes of the Business’s customers are data that INDEXA processes on behalf of the Business. They are governed by the [Data Processing Agreement](https://timbro.do/en/politicas/tratamiento-de-datos/), and the providers that receive them are listed in [Providers that process data](https://timbro.do/en/politicas/proveedores/). On the WhatsApp channel, Meta also receives the messages under its own policies. The Business must inform its customers, in accordance with Law No. 172-13 on the comprehensive protection of personal data, that an automated assistant serves them and how their conversations are handled. The assistant says so at the start of the conversation, and the Business may reinforce it in its own notice. Responsible party: INDEXA SRL, RNC 1-31-79391-6. Contact:.