Terms and conditions

These terms govern the use of Viau, the platform where brands request content, agencies hand it out to their creatives and the money is held until the delivery is approved. By creating an account, you accept these terms and the privacy policy. If you disagree with something, do not use the platform.

Viau is operated by [Legal name], tax ID [NIT], with registered address at [address], Colombia. When we say “Viau” or “we” here, we mean that company. You can write to us at [contact email].

1. Who can use Viau

You must be at least eighteen years old and able to enter into contracts. If you act on behalf of a company, you declare that you can bind it to these terms.

There are two kinds of account, each with its own login:

• User account. For people. With it you can turn on creative mode, create an agency or manage one, and enter the user platform.
• Brand account. For a company or a project that requests content. It has its own wallet and its own portal.

When you sign up, you have to confirm your email. Until you do, the account stays blocked. You can also sign in with Google; Google then confirms your email for us, but activation is still required.

You are responsible for what is done with your account. Keep your password, do not share it and tell us if you think someone else got in.

2. The three roles

The brand requests services from one or more agencies it is linked to, reviews deliveries and approves them or asks for changes. It pays from its wallet.

The agency publishes its catalog of services, receives requests, proposes prices, assigns the work to its creatives or to a Team Worker, and gets paid. A user creates it and owns it, and may name other users as administrators with the same control.

The creative is a user with creative mode on. They can join several agencies, receive jobs, deliver them and withdraw what they earn. They have a public profile anyone can see without signing in.

A brand can let its agency act on its behalf: request services, approve them, edit them, top up its balance and connect its social accounts. The brand grants and revokes those permissions from its portal, at any time, each one separately.

3. How a service works

1. The brand picks a service from the agency’s catalog, or requests a custom one, and describes what it needs. It can add a checklist of what the delivery must meet.
2. The request reaches the agency, which accepts it at the catalog price or proposes another. The brand accepts the proposal or not. While the agency has not answered, the brand can edit or delete the request.
3. Once the price is accepted, that amount is set aside from the brand’s balance and held against the request. Nobody can spend it on anything else.
4. The agency assigns the job to a creative and sets what it pays them. The difference is the agency’s margin. The creative sees their fee; they do not see what the brand pays the agency.
5. The creative accepts or declines. If they accept, the job moves through the agency’s pipeline and the delivery deadline starts, if the service has one.
6. When delivering, the creative confirms the checklist point by point. Without every point confirmed, the delivery cannot be sent.
7. The brand reviews. It can approve or ask for changes. It has a deadline to answer, set by each agency; if it does not answer within that deadline, the platform approves the delivery on its behalf, so finished work does not go unpaid because of silence.
8. On approval, the held money goes to the agency, and the creative’s share comes out of it.

The agency can cancel an open request at any time. If money was already held, it returns in full to the brand’s balance. It can also reassign a job to another creative while it is not approved; whatever was delivered until then is kept.

4. Money

The wallet. Every brand, agency and creative has a wallet in Colombian pesos. The balance is made of what is confirmed, what is held and what is available.

Top-ups. The brand tops up its wallet through the payment gateways enabled on the platform. Money comes in only when the gateway confirms the payment. A pending top-up does not touch the balance. There are also coupons that credit balance; each has its own validity and conditions.

Holds and release. What is set aside for a request only moves when the delivery is approved, the request is canceled or the approval deadline expires. In no case does Viau keep held money from a request that did not complete: it goes back to the brand.

Withdrawals. Agencies and creatives can withdraw their available balance. First they must register a bank account with their identity document and their bank certificate; a person at Viau reviews and approves that account. Every withdrawal goes into review, is set aside from the balance while it is processed, is approved manually by Viau and paid by bank transfer. Viau issues a PDF receipt for every withdrawal. If a withdrawal is rejected, the money returns to the balance. The minimum amount per withdrawal is shown on the platform.

Fees and prices. The prices of plans, of the verified brand seal and any applicable fee are shown on the platform before you confirm. They may change; a change applies going forward and never to what was already agreed.

Taxes. Everyone is responsible for their own taxes. Viau may apply the withholdings Colombian law requires.

5. Plans and storage

Agencies run on a plan. There is a free plan with limits on creatives, brands and services, and paid plans with higher or no limits. A paid plan only counts once the payment is confirmed. If you stop paying, the agency goes back to the free plan and its limits; whatever exceeds the limit is not deleted, but you will not be able to add more until you adjust the plan.

Viau Cloud is the platform’s file storage. Every account has free space and can buy more. What you upload to the Cloud is yours; you give us permission to store it, serve it and attach it to your deliveries and posts while you have an account.

6. Your content

What you upload, write or publish on Viau remains yours. You give us a non-exclusive, worldwide, royalty-free license to store it, display it, adapt it to whatever format is needed and send it to the social networks you connect, only to provide the service.

You warrant that you hold the rights to what you upload and that it does not infringe third-party rights or the law. Viau may remove content that receives a well-founded report or that breaches these terms.

The deliveries of a service belong to the brand that paid for them once approved, unless the brand and the agency agreed otherwise outside Viau. The public profiles of creatives and agencies, and what they publish in the feed, are visible to anyone.

7. Connected social accounts

You can connect Instagram, Facebook and TikTok accounts to a brand to publish from Viau. The brand can do it, or its agency if the brand granted that permission.

How it connects. Always through each network’s official access. It takes you to Instagram, Facebook or TikTok, you grant permission there and you come back. Viau never sees or stores your password. What we store is the permission the network gives us, encrypted.

What we do with that permission. Only what you authorize: publish content on your behalf, now or scheduled; read the metrics and, where the network allows it, the comments of what was published from Viau; reply to or hide comments; and edit or delete posts only on the networks whose API allows it. We do not read your private messages, and we do not publish anything you did not ask for.

What each network decides. Instagram, Facebook and TikTok impose their own rules: which formats they accept, how many posts per day they allow, what can be edited or deleted afterward. Viau shows you this on screen and cannot bypass it. If a network rejects a post, Viau tells you; we cannot guarantee that a post will go through.

Disconnecting. You can disconnect an account at any time from Viau, or revoke the permission from the network’s own settings. When you do, we delete the stored permission and can no longer publish. What was already published stays on the network; metrics stop updating.

Responsibility. What you publish on your networks through Viau is yours, and you are responsible for it complying with each network’s rules. By using these features, you also accept Meta’s and TikTok’s terms for people who use their platforms.

8. What you may not do

• Use the platform for anything illegal, or to publish content that is illegal, misleading, violent, hateful or that infringes the rights of others.
• Impersonate another person or another brand. Brand names can be claimed and verified; a false claim is rejected and can close the account.
• Manipulate metrics, comments or reactions, or automate the platform beyond what it offers.
• Try to access accounts or data that are not yours, or overload the service.
• Use Viau to avoid paying for a service agreed inside the platform.

9. Reports and disputes

Any party to a request can open a report tied to that request. A person at Viau reviews and answers it, and all three parties see the answer. While a report is open, Viau may keep that request’s money on hold.

Viau is not a party to the contract between the brand, the agency and the creative. We are the platform that makes it possible and that holds the money until what was agreed is fulfilled. We help resolve things, but the commercial relationship is between you.

10. Suspension and closure

You can close your account whenever you want. Before closing it, withdraw your available balance and resolve open requests; what is held in requests in progress follows the rules in section 4. How your data is deleted is described on the data deletion page.

We may suspend or close an account that breaches these terms, and we will state the reason unless the law or an investigation prevents us. If we close an account, any legitimate available balance can be withdrawn.

11. Availability and warranties

We work to keep Viau running at all times, but we cannot guarantee it. There is maintenance, there are failures and there are third-party dependencies, such as payment gateways and social networks, that we do not control. The platform is offered as is.

To the extent Colombian law allows, Viau is not liable for lost profits or indirect damages. Our total liability to you for any claim is limited to what you paid us directly for plans in the six months before the event, not counting the money we only hold in your wallet, which is always yours.

12. Changes to these terms

We may update them. If the change is significant, we will let you know by email or inside the platform with reasonable notice. Continuing to use Viau after the effective date means you accept the new version. The date of the current version is at the top of this page.

13. Law and jurisdiction

These terms are governed by the laws of the Republic of Colombia. Any dispute will be resolved before the courts of [city], Colombia, without prejudice to the rights the law grants you as a consumer.

14. Contact

For any question about these terms: [contact email].