Customer Loyalty Program Rules

Last updated: August 6, 2026.

1. Parties and Responsibilities

1. Participating Shop: is the company identified in the app at the time of acceptance. It creates the campaign, defines rewards, provides automotive services, and is responsible for honoring the offer to its customers.
2. Participant: is the customer of the Participating Workshop who accepts these rules and the specific terms presented in the app.
3. Dono da Oficina: is the technology platform operated by 67.602.865 KRYSTIANO INACIO FERREIRA, CNPJ 67.602.865/0001-07, with its business address at Rua Alfredo Merlo, 104, Rio Marinho, Vila Velha/ES, CEP 29112-360. The platform records program acceptance, work orders, balances, redemptions, and reversals and is responsible for actions directly attributable to it, without limiting consumers’ statutory rights.

The workshop is directly responsible for performing the automotive service, the quality of complimentary work, the accuracy of advertised terms, and handling complaints about the benefit it offered.

2. Nature and Scope of the Program

The program is free, optional, and tied to the consumer relationship between the Participant and the Participating Workshop. Depending on the workshop’s configuration, the customer may receive cashback on eligible work orders, accumulate a number of work orders to receive a free service or participate in both options at once.

The workshop may also recognize eligible work orders from before enrollment or program activation to establish the customer’s initial cashback balance or progress, provided this is clearly disclosed in the app. Recognition of prior history is neither automatic nor required for every shop.

3. Voluntary Enrollment and Electronic Acceptance

1. Customers must have access to the full text of these rules and the workshop-specific terms before accepting.
2. Acceptance must result from an affirmative action, such as checking a box that is unchecked by default and pressing the confirmation button. Silence, inactivity, or ordinary use of the shop’s services do not count as acceptance.
3. For evidence and security, the system may record the accepted version, date and time, user identification, and technical access information, to the extent permitted by law.
4. Anyone who declines may still purchase the workshop’s regular services but will not earn or redeem benefits under this program.
5. Customers may request a copy of these rules and their acceptance receipt through the channels available in the app.

People under 18 and legally incapacitated persons may participate only through or with authorization from their legal guardian, where applicable.

4. Specific Terms for Each Workshop

Before acceptance, the app must clearly explain which terms are active for the customer’s workshop, including, as applicable:

• whether the program offers cashback, a complimentary service, or both;
• the cashback percentage and applicable calculation basis;
• the number of eligible work orders required to unlock the complimentary service;
• the name and scope of the service offered as a courtesy;
• the 12 (twelve)-month validity period for cashback and progress toward a free service, plus any limits and objective grounds for exclusion; and
• shop channels for questions and complaints.

These terms are part of these rules and bind the Participating Workshop. Ambiguous information will be interpreted in the consumer’s favor, as required by applicable law.

5. How Benefits Are Earned

5.1 General Rules

1. The work order must be linked to the Participant’s correct account and marked in the system as completed or delivered, except where the workshop expressly recognizes prior history.
2. Each service order may generate the specified reward only once, even if its status is updated again.
3. A warranty-return service order does not earn cashback or progress toward a free service because it fulfills a prior obligation without a new customer charge.
4. The benefit is posted to the customer record associated with the service order; separate records do not automatically combine balances.

5.2 Cashback

When enabled, cashback is the percentage set by the workshop applied to the eligible base recorded on the work order. The shop may count only new service orders or may also recognize previous ones, according to the rule displayed before acceptance. The amount credited will appear in the Participant’s loyalty balance for future use at the same shop.

Each cashback credit remains valid for 12 (twelve) months from the date it is credited to the loyalty balance, including when it results from recognizing an earlier work order.

5.3 Complimentary Service

When enabled, every eligible work order adds progress to the Participant’s account. Once the customer reaches the quantity set by the workshop, they may redeem the complimentary service described in the specific terms.

Each progress credit toward the free service remains valid for 12 (twelve) months from the date the participant is registered in the program, including when it results from recognizing an earlier work order. Only entries that remain valid will count toward the quantity required by the shop.

6. Cashback Usage

1. Cashback is personal, tied to the Participant’s account, and usable only as a discount on a future service order at the shop that granted it.
2. Cashback cannot be withdrawn, transferred via Pix, converted to cash, used at another workshop, or traded with third parties.
3. The discount is limited to the available balance and the amount chargeable on the work order. The balance cannot be exchanged for change or cash.
4. The discount must appear on the work order, receipt, or equivalent document with the amount deducted identified.
5. Cashback does not replace legal warranties, mandatory discounts, refunds, or other consumer rights.

7. Redeeming the Free Service

1. The customer can redeem the reward on a future service order at the same shop after reaching the eligible service-order count shown in the app, using progress entries that are still valid.
2. The complimentary service covers only the service identified by the shop. Parts, materials, fluids, additional services, and scope changes may be charged when disclosed and authorized by the customer in advance.
3. The complimentary service cannot be converted into cash, except where the workshop offers a more favorable option or the law requires it.
4. As an operational rule, one complimentary service redemption per work order is allowed, unless the workshop advertises a more favorable term.
5. Rewards cannot be used on warranty return service orders because that service must already honor the customer’s legal rights without consuming their reward.

8. Cancellation, Reversal, and Error Correction

1. Cancellation or reversal of a service order that generated a benefit authorizes a proportional reversal of the cashback or progress granted for that order.
2. If the benefit has already been used, the difference may be recorded as an adjustment against future program benefits; this does not authorize automatically charging the customer in cash.
3. Material errors, duplicates, or entries linked to an incorrect account may be corrected with a recorded reason, without limiting the Participant’s right to ask questions or dispute the correction.
4. The shop may make justified manual adjustments to correct balances or grant more favorable terms. The history must remain auditable.

9. Validity, Changes, and Termination

1. The validity period is 12 (twelve) months for each credit entry for cashback and free-service progress, each counted individually from the date the respective benefit is credited or recorded in the program. New credits do not renew or extend the validity period of earlier credits.
2. When the term ends, any unused credit expires automatically: it is removed from the cashback balance, and progress no longer counts toward unlocking the free service. Expiration does not authorize cash conversion, compensation, or transfer, except in cases of a material error, failure to honor the offer, or a right established by law.
3. Benefits already in place when this version takes effect will remain valid until 12 (twelve) months from the Participant’s acceptance of this version. Expiration dates will not be applied retroactively before new acceptance.
4. The workshop may pause new enrollments or stop generating future benefits by clearly notifying participants.
5. Ending or changing the program cannot retroactively erase benefits already earned. The workshop must allow the service to be used until the end of the applicable validity period or offer an equivalent or more favorable solution to the consumer.
6. A material change that reduces benefits, changes the validity period, or changes redemption terms requires new acceptance for future effect. Declining does not waive the balance already earned under the previously accepted version.

10. Leaving the Program

The Participant may leave the program at any time at no cost. Leaving stops new benefits from being generated. Before confirmation, the app must explain how already-earned benefits will be handled and what records are needed to comply with legal obligations and exercise rights.

Program participation and optional authorization to receive advertising are separate choices. Leaving the program does not replace a request to opt out of promotional communications, and accepting the program does not by itself authorize marketing messages.

11. Misuse and Fraud Prevention

The workshop may temporarily suspend redemption when there is objective evidence of fraud, duplicate accounts, work order manipulation, or unauthorized account use. The participant must be told the reason and given an opportunity to clarify. Once an error or abuse is confirmed, only benefits improperly generated may be canceled, without prejudice to rights provided by law.

12. Privacy and Data Protection

1. To operate the program, the following may be processed: identification and contact details, CPF if collected, vehicles, work orders, eligible purchases, balances, redemptions, reversals, acceptance, and security records.
2. Data will be used to identify the Participant, calculate and substantiate benefits, prevent fraud, provide support, meet legal obligations, and exercise rights in administrative or judicial proceedings.
3. The Participating Workshop controls decisions about its campaign and customer relationships. Dono da Oficina processes data to provide the platform and may also process it as needed for security, fraud prevention, and legal compliance.
4. Processing will comply with Brazil’s General Data Protection Law (LGPD), including its principles of purpose, adequacy, necessity, transparency, and security, and data subject rights.
5. Requests about program data should first be directed to the workshop identified in the app. Questions about the platform may be sent to [email protected].

More information is available in the Privacy Policy and LGPD.

13. Service and Resolution of Discrepancies

The Participant must contact the Participating Shop through the channels shown in the app to dispute a balance, redemption, reversal, service quality, or failure to honor the offer. For technical platform failures, you may also contact [email protected].

These rules do not restrict consumers’ access to Procon, the Consumidor.gov.br platform, data protection authorities, or the Judiciary. Where consumer protection law applies, the courts at the consumer’s place of residence shall have jurisdiction.

14. Applicable Law

The program will be interpreted under Brazilian law, especially:

• Consumer Defense Code, Law No. 8.078/1990;
• Brazilian General Data Protection Law (LGPD), Law No. 13.709/2018;
• Brazilian Civil Code, Law No. 10.406/2002; and
• Provisional Measure No. 2.200-2/2001, regarding proof of electronic acts and documents.

This document sets general rules for workshops using the platform. The Participating Workshop must complete and present the specific campaign terms before acceptance. Individual legal review is recommended if the shop creates a promotion mechanism different from the one described in these Regulations.