Terms of Use — Arrivo Apps

Effective from November 4, 2026

1. Who we are and acceptance of the terms

These Terms of Use govern the use of the Arrivo Client and Arrivo Tech apps (the “Apps”), provided by INconnet (INconnet Serviços e Soluções em TI e Telecomunicações Ltda, CNPJ 16.575.266/0001-00, headquartered at Av. Nova Cantareira, 2014, 10º andar, cj. 103/104, Tucuruvi, São Paulo/SP, CEP 02330-003, Brazil) and by the other INconnet group companies, including INconnet Global LLC (USA) and INconnet in Paraguay, hereinafter “INconnet”, “we” or “us”.

By installing, accessing or using the Apps, you confirm that you have read and agree to these Terms and to our Arrivo Apps Privacy Policy. If you do not agree, do not use the Apps.

2. What the Apps are

The Apps are tools that support the IT services INconnet provides to its clients. They are not sold or charged separately.

• Arrivo Client: lets employees of client companies open and follow tickets, schedule visits, follow the technician’s arrival, receive the service report and rate the service.

• Arrivo Tech: lets INconnet technicians and partners manage their schedule, the day’s route, the service steps and checklist, take photos and collect the client’s signature.

The Apps connect to INconnet’s ticketing system and to other internal systems needed for the service.

3. Who may use the Apps and how access is granted

The Apps are for the exclusive use of people authorized by INconnet:

• Arrivo Client: employees of companies with a service contract in force with INconnet, nominated by their own company.

• Arrivo Tech: technicians, employees and partners accredited by INconnet.

There is no open sign-up. Access is granted by INconnet and can be done with a corporate Microsoft account or with a username and password provided by us. Users must be 18 or older.

Access ends automatically when the client company’s contract with INconnet ends, when the technician’s or partner’s relationship ends, or when the client company asks for the user to be removed.

4. Account, credentials and security

Credentials are personal and non-transferable. You are responsible for:

• keeping your username, password and device protected, using the device’s own biometric or passcode lock;

• not sharing your account with other people;

• notifying INconnet immediately at [email protected] if you suspect misuse, loss or theft of the device.

INconnet may block an account as a precaution if there are signs of unauthorized access.

5. Permitted and prohibited use

The Apps must be used only to request, carry out and follow services provided by INconnet. It is prohibited to:

• use the Apps for unlawful purposes or purposes unrelated to the service;

• send offensive, discriminatory or illegal content, or content that infringes third-party rights;

• try to access data of other companies, users or tickets without authorization;

• copy, modify, decompile or reverse engineer the Apps;

• circumvent security, authentication or location mechanisms;

• use bots or automations not authorized by INconnet.

Breach may lead to suspension or cancellation of access, without prejudice to other applicable measures.

6. Content sent by the user

Ticket descriptions, messages, photos, files, signatures and ratings sent through the Apps become part of the service record in INconnet’s ticketing system.

• You warrant that you have the right to send this content and that it does not expose third-party personal data beyond what is needed for the service.

• INconnet uses this content only to provide, document and improve the service and to meet contractual and legal obligations.

• The signature collected in Arrivo Tech confirms receipt of the service and is part of the service report sent to the client company.

• Service ratings may be shown in aggregated form (for example, the technician’s average rating) to other users of the same client company.

7. Location

• Arrivo Tech: the technician’s precise location is collected only after they tap “On the way” on a ticket. Meanwhile, a persistent notification is visible. The position is shared only with the client of that ticket and stops being sent on arrival. The app does not use background location outside the trip.

• Arrivo Client: location is optional and is used only to fill in the service address. It is not shared with third parties.

You can deny or revoke location permission in the device settings. In Arrivo Tech, this prevents the client from following the trip.

8. Privacy and data protection (LGPD)

The processing of personal data in the Apps follows the Brazilian General Data Protection Law (Law No. 13,709/2018) and is described in the Arrivo Apps Privacy Policy. In summary:

• we collect name, email, user identifiers, ticket messages and attachments, location (in the cases of section 7), crash logs and the device notification token;

• data travels over an encrypted connection and is not sold or used for advertising;

• notifications do not show ticket content;

• data subjects can request access to, correction or deletion of their data at [email protected]. Data that must be kept by legal or contractual obligation, such as the client company’s service history, will be retained for the required period.

When INconnet processes data on behalf of the client company, it acts as a processor, under the service contract. The rules for each country and for international transfers are in sections 13 and 14.

9. Relationship with the service contract

The Apps are a means of access to the contracted services. Response times, SLAs, hours, fees and responsibilities for the services are governed by the contract between INconnet and the client company (or by the contract with the technician or partner). In case of conflict, the contract prevails over these Terms.

10. Availability, updates and suspension

• INconnet strives to keep the Apps available but does not guarantee uninterrupted operation. There may be maintenance downtime, connection failures or unavailability of third-party services, such as app stores, maps and authentication providers.

• In Arrivo Tech, part of the information is saved on the device for offline use and is sent when the connection returns.

• We may release updates, change or remove features and require the latest version to continue using the Apps.

• In an emergency, INconnet’s traditional support channels remain available.

11. Intellectual property

The Apps, the Arrivo brand, the INconnet brand, the code, the layout and the other elements belong to INconnet or its licensors. Using the Apps grants only a personal, limited, non-exclusive, non-transferable and revocable license, restricted to the purpose described in these Terms.

12. Limitation of liability

To the maximum extent permitted by law, INconnet is not liable for damages caused by:

• use of the Apps in breach of these Terms;

• failures of the device, operating system, internet or third-party services;

• improper access resulting from credentials shared or poorly protected by the user;

• incorrect information entered by the user, such as an address or a problem description.

Responsibilities for the IT services themselves follow the service contract (section 9). Nothing in these Terms limits rights that the law guarantees on a mandatory basis.

13. Global coverage and applicable laws by region

The Apps may be used in any country where INconnet provides services. INconnet processes personal data under the law of the user’s country whenever it applies and is more protective, in addition to the LGPD, which always applies as the law of the headquarters.

Countries with data localization requirements. Where the law requires certain data to be stored in the country (for example, China, Russia or specific categories in India and Vietnam), INconnet only enables the Apps after a prior compliance assessment and may limit features in that country.

Most protective law. If the law of the user’s country guarantees a right that these Terms do not provide, that right prevails. Nothing here waives rights that cannot be waived by contract.

14. International data transfers and legal bases

App data may be processed in Brazil, in the United States (where INconnet Global LLC is located) and by cloud, maps, notification and authentication providers located in other countries. Every international transfer uses a valid mechanism at the origin:

• Brazil: ANPD standard contractual clauses (Resolution CD/ANPD 19/2024), performance of a contract with the data subject or another basis under art. 33 of the LGPD;

• EU/EEA: European Commission Standard Contractual Clauses or an adequacy decision (including the EU-US Data Privacy Framework, when the recipient is certified);

• United Kingdom and Switzerland: IDTA, the UK Addendum to the Standard Clauses or an instrument recognized by Switzerland;

• other countries: the mechanism required by local law, such as the Chinese standard contract, a transfer impact assessment (Vietnam) or conditions set by the Indian government.

Legal bases used (LGPD art. 7 and GDPR art. 6):

The current list of sub-processors and destination countries can be requested at [email protected].

15. Rules for technicians and partners (Arrivo Tech)

Nature of the relationship. Using Arrivo Tech does not create, change or prove an employment, corporate or exclusivity relationship. Each technician’s relationship with INconnet (employment, services as a company contractor, freelancer, partner or subcontractor) is governed exclusively by its own contract and by the labor or civil law of the place where the service is performed.

Recorded times. The “On the way”, “Arrived”, “Started” and “Finished” entries document the service and the billing to the client. They do not replace the working-time records required by law (in Brazil, the time clock under the CLT and Ordinance MTP 671/2021), unless the technician’s contract expressly says otherwise.

Monitoring and location.

• Location is collected only between tapping “On the way” and arrival, with a persistent notification visible at all times.

• It is not used outside service hours, during breaks or rest periods, or for disciplinary evaluation based solely on the route.

• This notice meets the transparency requirements on worker monitoring (for example, GDPR art. 88, New York and Connecticut laws and equivalent local rules). Where the law requires consultation with worker representatives or written consent, INconnet will do so before enabling the app.

Personal device (BYOD). If the technician uses their own phone, INconnet does not access photos, contacts, messages or other apps on the device. Arrivo Tech data stored offline is encrypted and deleted when signing out or when access is revoked.

Confidentiality. Client information seen in the app (addresses, equipment, network passwords, documents) is confidential. It may not be copied, photographed outside the ticket, shared on social media or used for other purposes, including after the relationship with INconnet ends.

Ratings. The average rating given by clients is shown to the technician and to the client. Technicians can dispute a rating they consider unfair at [email protected].

16. Rules for clients (Arrivo Client)

Contracting company. INconnet’s client is the company that signed the service contract. Arrivo Client users act on behalf of that company, which:

• nominates and keeps up to date the list of authorized people and asks for the removal of anyone who leaves;

• is responsible for the tickets, approvals and signatures made by its users;

• warrants that it has a legal basis to provide INconnet with the data of its employees and of third parties present in tickets (for example, the name and phone of the person who will receive the technician);

• is the controller of its employees’ data; INconnet acts as operator (LGPD) or processor (GDPR) in these cases, under the data processing agreement in the contract.

Consumer relationship. The Apps are offered to companies and their employees, not to end consumers. If the law of any country treats the user as a consumer, the mandatory rights of that law prevail, including, in Brazil, the Consumer Protection Code and, in the EU and the United Kingdom, the consumer protection directives.

Managers. Users with a manager profile see the tickets, contracts, SLAs and reports of the whole company and its branches. The company is responsible for assigning this profile only to those who need access.

Technician visit. When scheduling a visit, the user confirms that the site is safe and accessible and that an authorized person will be there to receive the technician. Site safety rules must be stated in the ticket.

17. Electronic signatures and records

The client’s signature collected on the Arrivo Tech screen, together with the date, time, signer’s name and ticket record, is a simple electronic signature. The parties recognize its validity as proof of receipt of the service, under:

• Brazil: Provisional Measure 2,200-2/2001 (art. 10, § 2) and Law 14,063/2020;

• United States: the ESIGN Act and state laws based on the UETA;

• European Union: the eIDAS Regulation (EU 910/2014, as updated by Regulation (EU) 2024/1183);

• other countries: the local law on electronic documents and signatures.

When a contract or the law requires a qualified signature or a digital certificate for a given act, the app signature does not replace that requirement. The Apps’ electronic records (ticket history, time entries, photos and reports) are kept intact and may be used as evidence by the parties.

18. Compliance: sanctions, export, anti-corruption and incidents

Sanctions and export control. The Apps use encryption and may be subject to US export laws (Export Administration Regulations) and those of other countries. They may not be used in countries or regions under comprehensive embargo, or by people or companies on the sanctions lists of the UN, the United States (OFAC), the European Union, the United Kingdom or Brazil. INconnet may block access to comply with these rules.

Anti-corruption. Users, technicians and partners must comply with the Brazilian Anti-Corruption Law (Law 12,846/2013), the US FCPA, the UK Bribery Act and equivalent local laws. Offering or accepting undue advantages related to the services is prohibited.

Security incidents. If there is an incident that may cause relevant risk or harm to data subjects, INconnet:

1. contains the incident and investigates the cause;

2. notifies the competent authorities within each law’s deadline (for example, 3 business days for the ANPD, under Resolution CD/ANPD 15/2024, and 72 hours for European authorities, under the GDPR);

3. informs the affected data subjects and client companies, with guidance on what to do;

4. records the incident and the measures taken.

Data Protection Officer (DPO). The DPO’s contact and, where required, that of the representative in the European Union or the United Kingdom is set out in the Privacy Policy. The DPO can be reached at [email protected].

19. General provisions

• Language: these Terms are published in Portuguese, English and Spanish. In case of divergence, the Portuguese version prevails, unless local law requires the version in the user’s language.

• Severability: if any clause is held invalid in any country, the others remain valid, and the invalid clause is replaced by the closest one permitted by local law.

• Force majeure: INconnet is not liable for delays or failures caused by events beyond its reasonable control, such as natural disasters, widespread power or internet outages, acts of government, strikes or pandemics.

• Assignment: INconnet may transfer these Terms to its group companies (Brazil, Paraguay, USA and others) or to a successor, keeping the same protections for users. Users may not assign their account.

• App stores: the Google Play terms (and, if there is an iOS version, the Apple App Store terms) also apply to the download. Google and Apple are not parties to these Terms and are not responsible for supporting the Apps.

• No waiver: INconnet’s failure to enforce a clause at a given time does not mean a waiver of it.

20. Changes, governing law, dispute resolution and contact

Changes. We may update these Terms. The current version is published on the INconnet websites, with the date of the last update. Relevant changes will be announced in the Apps or by email at least 30 days in advance, unless the change results from law or security. Continuing to use the Apps after that means you agree to the new version.

Governing law. These Terms are governed by the laws of the Federative Republic of Brazil. This does not exclude mandatory rules of the user’s country, especially on data protection, consumer and labor matters, which continue to apply where applicable.

Dispute resolution.

1. The parties will first try to resolve any disagreement amicably, for 30 days, at [email protected].

2. Disputes with client companies, contractor technicians and partners follow the venue or arbitration set out in the respective contract. Absent such provision, the courts of São Paulo/SP, Brazil, are chosen.

3. Users whom local law treats as consumers or workers may turn to the courts and bodies of their place of residence when that law guarantees this right.

4. Data subjects may, at any time, file a complaint with the data protection authority of their country (for example, the ANPD in Brazil or the supervisory authority in the EEA).

Contact. [email protected] · +55 11 4114-9454 · inconnet.global

Last updated: November 4, 2026