Legal information
Data controller / service provider: 3-102-969313 SOCIEDAD DE RESPONSABILIDAD LIMITADA, corporate ID (cédula jurídica) 3-102-969313, with registered address at Santa Ana Town Center, Republic Workspace, Building A, second floor, Calle Margarita Norte, Avenida 3, Santa Ana district and canton, Province of San José — 100 meters east and 100 meters south of the Santa Ana Red Cross station, Costa Rica.
Contact and support: [email protected] · +506 7108 3736.
Privacy and data protection: [email protected].
Service: “Ma-ko” (the “Platform”), an omnichannel communication and CRM platform available at ma-ko.io.
1. Privacy Policy
This explains how 3-102-969313 Sociedad de Responsabilidad Limitada (“Ma-ko”) processes personal data under Costa Rica’s Law No. 8968 (Protection of Persons regarding the Processing of their Personal Data) and its Regulation (Decree 37554-JP, as amended).
1.1 Data we collect
- Account data: name, email, business name, phone and login credentials.
- Billing data: the data required to issue the electronic invoice and process payment.
- Usage data: technical logs, device, IP address and activity within the Platform.
- Connected-channel data: when the business user connects its WhatsApp Business, Facebook (Messenger and Facebook Login), Instagram, Telegram, email or web-chat accounts, the Platform accesses the messages, public profiles, identifiers and content strictly necessary to operate the shared inbox on the business’s behalf.
- The business’s contact data: the conversations, contacts and files the business user enters or imports. For this data, the business user is the data controller and the Platform acts as a data processor on the business’s behalf.
The Platform does not intentionally collect sensitive or “highly protected” data (Article 9 of Law No. 8968). If the business user chooses to process such data through the service, it is responsible for obtaining the express consent the law requires.
1.2 Purposes
To provide and operate the service, manage the account and billing, deliver support, ensure security, comply with legal obligations, and improve the Platform. Data is processed only for the purposes described here (data quality principle).
1.3 Legal basis: informed consent
Processing is based on the data subject’s informed, express consent (Article 5 of Law No. 8968) and on performance of the service contract. The business user represents that it has its own contacts’ consent to process them through the Platform and, when contacting people over WhatsApp, that it has obtained their prior consent (opt-in) as required by WhatsApp’s policies.
1.4 Processors and transfers
To operate, the Platform relies on providers acting as processors: cloud infrastructure, messaging through the official WhatsApp API and other Meta platforms, artificial-intelligence services, email providers, and the payment processor ONVO. In WhatsApp integrations, Meta Platforms acts as a processor of message content. Some of these providers may be located outside Costa Rica; such transfers are carried out under Article 14 of Law No. 8968 and with the corresponding consent.
1.5 Retention
Data is retained while the account is active and for the periods required by legal, accounting and tax obligations. Operationally, messages are kept online for approximately 18 months and then archived; the business may request their deletion under Section 4. In WhatsApp integrations, Meta’s API stores messages for a maximum of 30 days and deletes user identifiers within 30 days of a message’s last status update. Accounting records and electronic invoices are retained for five years, under Article 270 of the Commercial Code and Article 109 of the Code of Tax Rules and Procedures.
1.6 Data subject rights
You may exercise your rights of access, rectification, updating, erasure and objection (Article 7 of Law No. 8968), and withdraw your consent, by writing to [email protected]. Exercising these rights is free of charge and requests are handled within five business days, after identity verification. If you believe your rights have been infringed, you may turn to the competent authorities.
1.7 Security, minors and changes
Reasonable technical and organizational measures are applied to protect the data (Article 10 of Law No. 8968). The Platform is not directed to minors. Any change to this policy will be posted on this page with its update date.
1.8 Processing roles
For the contact data it processes on the business user’s behalf, Ma-ko acts as a data processor and the business user is the data controller; the legal obligations that fall on the controller of the database rest with the latter.
2. Terms of Service
These govern the use of the Platform. By creating an account or using Ma-ko, the user accepts these terms, Law No. 7472 (Promotion of Competition and Effective Consumer Defense) and the Commercial Code of Costa Rica.
2.1 Purpose
Ma-ko is a software-as-a-service (SaaS) platform that unifies messaging channels (WhatsApp, Instagram, Facebook, Telegram, email and web chat) into a shared inbox with CRM features and an optional artificial-intelligence assistant.
2.2 Provider identification
The service is provided by 3-102-969313 Sociedad de Responsabilidad Limitada, corporate ID 3-102-969313, with address in Santa Ana, San José, Costa Rica; contact [email protected] · +506 7108 3736.
2.3 Account
The user must have legal capacity to contract, provide truthful information and safeguard their credentials. The user is responsible for the activity carried out from their account.
2.4 Plans, prices and payments
- Base plan: US$79 per month, including 3 agents and unlimited contacts.
- Additional agents: US$20 per month each.
- Client portal: US$2.99 per portal user, per month.
- WhatsApp messaging and AI-assistant usage: billed by usage, separately.
Prices are stated in United States dollars and do not include taxes. Individuals and companies domiciled in Costa Rica are charged the 13% value-added tax (IVA) under Law No. 9635, and the corresponding electronic invoice is issued. The final price including taxes is shown before checkout. Payments are processed through ONVO.
2.5 Ordering and confirmation
Before completing payment, the user can review, modify and confirm the details of their order (plan, number of agents and amount with taxes). The subscription is monthly and renews automatically until the user cancels it.
2.6 Free trial
The first month is offered at no cost and without requiring a card. When the trial ends, a payment method is requested to continue; if none is provided, the account is paused and the data remains available for a period before deletion. The trial has no minimum term.
2.7 Right of withdrawal
Under Article 40 of Law No. 7472 and the e-commerce Regulation (Decree 40703-MEIC), the consumer may rescind the contract within eight days following its formation; any applicable refund is made within the following eight business days. This right protects the consumer (final recipient); business-to-business (B2B) contracts generally fall outside its scope, without prejudice to Ma-ko extending it to its smaller clients.
2.8 Acceptable use
- Comply with the policies of WhatsApp, Meta and each channel used, including obtaining recipients’ prior consent (opt-in).
- Do not send unsolicited communications (spam) or content that infringes third-party rights.
- Do not use the Platform for unlawful purposes.
- The business user is responsible for the content it sends and for its contacts’ data.
2.9 Intellectual property
The Platform, the “Ma-ko” brand and its elements are the property of 3-102-969313 Sociedad de Responsabilidad Limitada. The content and data entered by the business user remain owned by the business user.
The business user is solely responsible for holding the licenses and rights required for any material it uploads to the Platform —including fonts, images, logos and text— and for its use on the pages it publishes. By uploading its own font, the user represents and warrants that it holds the corresponding license if the font is a licensed font. The Google Fonts offered by Ma-ko are distributed under open licenses (SIL Open Font License / Apache). Ma-ko does not verify ownership of user-uploaded material and is held harmless against any third-party claims arising from it.
2.10 Availability and liability
High availability of the service is sought; however, uninterrupted or error-free availability is not guaranteed. To the extent permitted by Law No. 7472 and without prejudice to the consumer’s non-waivable rights, Ma-ko’s liability is limited to proven direct damages and does not cover indirect damages, lost profits or loss of data not attributable to its fault.
2.11 Cancellation
The service is month-to-month, with no minimum term. The user may cancel at any time and export their data before the contracted period ends.
2.12 Governing law and jurisdiction
These terms are governed by the laws of the Republic of Costa Rica. For consumers, the contract is deemed formed at their domicile and they may turn to the National Consumer Commission or the courts of Costa Rica. Any other dispute shall be submitted to the courts of Costa Rica.
4. Data deletion
How to request deletion of your personal data, under the right of erasure in Law No. 8968 (Article 7). This section also serves as the data deletion instructions URL required by Meta for Facebook, Instagram and WhatsApp integrations.
4.1 How to request it
Send your request by email to [email protected] with the subject “Data deletion,” stating: (1) your name, (2) the data, account or identifier you want deleted, and (3) the channel through which you were contacted (for example, WhatsApp, Facebook or Instagram). If you have a Platform account, you can also request it from your account settings. We will verify your identity and process the request within five business days, confirming in writing once completed.
4.2 What is deleted and what is retained
Personal data associated with the request is deleted. Certain data may be retained where a legal obligation exists —for example, accounting records and tax invoices that must be kept for five years— or to defend against claims.
4.3 Data obtained through Meta platforms (Facebook, Instagram and WhatsApp)
If you interacted with a business through Facebook, Instagram or WhatsApp, or signed in with Facebook, Ma-ko may have received your data on that business’s behalf. To delete it, follow the procedure in Section 4.1 by writing to [email protected]; you can also disconnect the integration or revoke the permission from your Facebook, Instagram or WhatsApp account settings. Data obtained through those integrations will be deleted within five business days, except where the law requires it to be retained.