Terms of Service

Last updated: 18 August 2026

1. The agreement

These Terms of Service form a binding agreement between Zeno Technologies Pvt. Ltd. ("Zeno", "we", "us") and the person or organisation agreeing to them ("you", "Customer"). They apply whenever you create an account, access the platform, or pay a subscription.

If you accept these terms on behalf of an organisation, you confirm you are authorised to bind it, and "you" means that organisation. If you do not have that authority, do not accept them.

Where we have signed a separate written agreement or order form with you, that document governs anything it addresses and these terms fill the gaps. The Data Processing Addendum and the Privacy Policy are incorporated into this agreement by reference.

You must be at least 18 and legally able to enter a contract. The platform is sold for business use, and consumer-protection rules written for personal purchases may not apply to it.

2. Definitions

• Platform — the Zeno applications, APIs, and related services we make available, including the products listed in clause 3.
• Customer Data — everything you or your users put into the platform, or that reaches it through a channel you connect, including messages, contacts, documents, and files.
• End User — a person your business communicates with through the platform. Not a party to this agreement.
• Authorised User — someone you invite into your workspace, such as an employee or contractor.
• Output — content generated by an AI feature in response to a prompt or a trigger.
• Channel — a messaging route the platform can send and receive on: WhatsApp, SMS, email, or voice.

3. What the service is

Zeno is a business software suite of ten connected products — Work, CRM, Dev, Campaigns, Desk, Docs, Automate, HR, POS, and Finance — with AI assistants and automated agents that operate across them.

Your plan determines which products, seats, message volumes, and API limits you get. We may add, change, or retire individual features; clause 11 covers how we handle that when a change takes something away.

We provide software. We do not provide legal, tax, financial, medical, or regulatory advice, and nothing the platform generates is a substitute for professional advice or for your own judgement.

4. Accounts and access

Give accurate registration details and keep them current. You are responsible for your account credentials and for everything done under your account, whether or not you authorised it. Turn on multi-factor authentication where we offer it.

You are responsible for your Authorised Users, including anyone you invite as a contractor, and for their compliance with this agreement. Remove access promptly when someone leaves. Seats are per named individual and are not to be shared between people.

Tell us at security@zenohq.io as soon as you suspect unauthorised access. We will help you contain it.

5. Acceptable use

You are responsible for what you do with the platform and for the content you put through it. You must comply with the law that applies to you — data protection, consumer protection, marketing and telecoms rules, export controls, and sanctions among them.

You must not use the platform for any of the following:

• Sending messages to anyone who has not given the required permission, or who has asked you to stop.
• Buying, renting, scraping, or otherwise acquiring contact lists, and messaging the people on them.
• Marketing regulated or prohibited goods where the channel forbids it — this includes the categories named in the WhatsApp Commerce Policy, such as alcohol, tobacco, firearms, drugs, gambling, and adult content.
• Misrepresenting who you are, impersonating another business, or presenting an automated agent as a named human being when the person asks directly.
• Phishing, fraud, deceptive offers, or anything designed to obtain money or credentials under false pretences.
• Uploading malware, or using the platform to probe, scan, or attack any system.
• Circumventing rate limits, quotas, template review, or the messaging window enforcement.
• Reverse engineering the service, or using it to build a competing product.
• Reselling or sublicensing access without a written agreement with us.
• Storing special-category personal data — health, biometric, or similar — without telling us first, so that we can agree the safeguards it requires.

You must not attempt to access another customer’s workspace or data, disrupt the service, or perform security testing against our infrastructure without written permission. We welcome good-faith research; ask us first at security@zenohq.io and we will not pursue you for it.

6. Messaging channels and WhatsApp

This clause is the one that most often decides whether an account stays open. Messaging channels are governed by rules set by Meta, by telecoms carriers, and by law, and a breach can cost you your sending ability and ours.

You are the sender. For every message the platform sends on your behalf, you are the party responsible for its content, its timing, and the permission behind it. We transmit; we do not vet what you write.

Permission is required before you message anyone. You must hold valid, demonstrable opt-in from each recipient, obtained through a channel where your business name and the purpose of the messages were clear. You must be able to produce the evidence on request. The platform records consent with its source, timestamp, and wording, and you should use it.

You must honour opt-outs immediately and permanently. The platform enforces STOP and unsubscribe handling automatically, and you must not work around it, re-import a suppressed contact, or move someone to another channel to keep messaging them.

WhatsApp specifically. Your use of the WhatsApp channel is additionally subject to Meta’s WhatsApp Business Messaging Policy, the WhatsApp Business Solution Terms, and the WhatsApp Commerce Policy, each as updated by Meta from time to time. You agree to comply with them. In particular:

• Message templates must be submitted for Meta review and used only for the purpose they were approved for.
• Outside the 24-hour customer service window, only approved templates may be sent. The platform enforces this and it cannot be switched off.
• Your display name, business information, and profile must be accurate and must not impersonate anyone.
• Meta may rate-limit, restrict, or disable your WhatsApp Business Account for quality or policy reasons. That decision is Meta’s, not ours, and we cannot overturn it.

Voice and SMS. Calls and texts are subject to the telecoms rules of the recipient’s country, including restrictions on calling hours, mandatory caller identification, and do-not-call registries. Recording a call may require consent from everyone on it; where you enable recording or transcription, obtaining that consent is your responsibility.

Consequences. If your sending behaviour threatens the deliverability or standing of shared infrastructure, or breaches a channel provider’s policy, we may throttle or suspend your channel access immediately under clause 18, with notice as soon as we practically can.

7. AI features and automated agents

The platform generates Output using third-party models and can act autonomously through agents you configure. Three things follow from that, and we would rather set them out plainly than bury them.

Output can be wrong. Language models produce plausible text, which is not the same as correct text. Do not rely on Output for anything consequential without a human checking it. You are responsible for reviewing anything sent to a customer, filed with a regulator, or acted on financially.

You configure the agents; you own what they do. When you grant an agent a capability and a channel, messages it sends are your messages for every purpose in clause 6. The approval queue exists so that consequential actions can be reviewed before they take effect, and we recommend using it. Choosing not to is your decision and your risk.

Rights in Output. As between you and us, you own the Output generated from your prompts and your Customer Data, and we claim no licence to it beyond what clause 8 allows. Output is not necessarily unique — a similar prompt may produce similar text for someone else — so do not assume it is protectable or exclusive.

We do not train models on Customer Data, and we contract with our model providers on terms that prohibit them from doing so. Section 7 of the Privacy Policy sets out exactly what is sent where.

8. Your data

You own your Customer Data. We claim no ownership of it. You grant us a limited, non-exclusive licence to host, process, transmit, and display it strictly as needed to provide the service, to support you, and to meet a legal obligation. That licence ends when the data is deleted.

For personal data inside Customer Data, you are the controller and we are the processor. The Data Processing Addendum governs that relationship, including security, sub-processors, transfers, and deletion, and it forms part of this agreement.

You are responsible for having a lawful basis for the personal data you put into the platform, for giving the required notices to your own end users, and for the accuracy of what you upload.

Export. You can export your data at any time during the subscription, in structured, machine-readable formats. We do not hold data hostage as leverage in a renewal conversation.

We may use aggregated, de-identified statistics about platform usage to operate and improve the service. This never includes Customer Data content, never identifies you or your end users, and cannot be reversed to do so.

9. Integrations and third-party services

The platform connects to services we do not control — Meta, telecoms carriers, payment providers, and anything you connect yourself. Your use of those services is governed by their terms, not ours, and we are not responsible for their acts, omissions, availability, or changes to their APIs and pricing.

When you connect an integration you authorise us to exchange data with it on your behalf. Check what you are granting before you grant it. If a provider changes or withdraws access, we will tell you, but we cannot guarantee a replacement.

10. Fees, billing, and renewal

Fees are those on your plan or order form. Subscriptions are billed in advance and renew automatically for successive terms unless cancelled before the current term ends. Usage-based charges, such as message volume above your allowance, are billed in arrears.

Payment is processed by Paddle as merchant of record. Fees exclude taxes unless stated, and you are responsible for any tax other than tax on our income.

Cancellation. Cancel at any time from account settings, effective at the end of the current billing term. You keep access until then. Fees already paid are non-refundable except where the law requires otherwise or where we have materially breached this agreement and failed to fix it.

Non-payment. If an invoice is more than 14 days overdue we may suspend access after written notice. We will not delete your data for non-payment during the retention window in clause 19.

Price changes. We may change pricing for a renewal term with at least 30 days’ notice before that term begins. If you do not accept the change, cancel before renewal; the new price never applies retroactively to a term you have already paid for.

11. Trials, beta features, and changes to the service

Free trials and free plans are provided as they are, may be limited or withdrawn, and carry no availability commitment.

Features marked beta, preview, or early access are exactly that. They may change, break, or be removed without notice, and we exclude all warranties and, to the extent the law allows, all liability for them. Do not build a critical process on one without talking to us.

We improve the platform continuously, and most changes add rather than remove. Where we intend to discontinue a material feature you actively use, or make a backwards-incompatible change to a documented API, we will give at least 90 days’ notice and, where we reasonably can, a migration path.

12. Availability and support

We aim for high availability and publish incidents on our status page. Unless your order form includes a service level agreement with credits, availability is a target rather than a contractual commitment.

Planned maintenance is announced in advance where we can and scheduled to minimise disruption. Emergency maintenance to fix a security or stability problem may happen without notice.

Support is provided at support@zenohq.io during business days, with response targets that depend on your plan.

13. Intellectual property

We own the platform, its software, design, documentation, and trade marks, together with all improvements to them. Nothing here transfers that to you. You get a non-exclusive, non-transferable, revocable right to use the platform during your subscription, for your own internal business purposes.

If you send us feedback, ideas, or feature requests, we may use them without restriction and without owing you anything. You keep your own rights in anything you independently own.

Neither of us may use the other’s name or logo publicly without written permission. We will ask before naming you as a customer, and a no is a no.

14. Confidentiality

Each of us may receive information from the other that is marked confidential or that a reasonable person would understand to be confidential. Each of us agrees to protect it with at least the care we use for our own, to use it only for this agreement, and to disclose it only to people who need it and are under equivalent obligations.

This does not apply to information that is public through no fault of the receiver, was already known without a duty of confidence, or is independently developed. Where disclosure is legally compelled, the receiving party will give notice where it lawfully can, so the other can seek protection.

These obligations survive termination for 5 years, and indefinitely for trade secrets.

15. Warranties and disclaimers

Each of us warrants that it has the authority to enter this agreement. We warrant that we will provide the platform with reasonable skill and care, and that we will not materially reduce its security during your subscription.

You warrant that you have the rights and permissions needed for the Customer Data you upload and the messages you send, and that your use complies with clauses 5 and 6.

Beyond the warranties stated here, and to the fullest extent the law allows, the platform is provided as it is and as available. We disclaim all implied warranties, including merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the platform will be uninterrupted or error-free, that AI Output will be accurate, or that any message will be delivered — delivery depends on carriers and providers we do not control.

Nothing in this agreement excludes liability that cannot lawfully be excluded, including for death or personal injury caused by negligence, or for fraud.

16. Indemnities

By you. You will defend and indemnify us against third-party claims arising from your Customer Data, your messages, your breach of clause 5 or 6, or your infringement of someone’s rights. This is the practical consequence of being the sender: if a regulator or a recipient comes after a message you sent, that is yours to answer.

By us. We will defend and indemnify you against third-party claims that the platform, used as permitted, infringes their intellectual property. If such a claim is made we may modify the platform, obtain a licence, or terminate the affected subscription and refund fees for the unused period. This does not apply to claims arising from Customer Data, from combining the platform with something we did not supply, or from your breach.

Both indemnities require prompt written notice, reasonable cooperation, and control of the defence resting with the indemnifying party. No settlement admitting fault may be made without the other’s consent.

17. Limitation of liability

Neither of us is liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits, lost revenue, lost goodwill, or lost or corrupted data, even if told such damages were possible.

Each party’s total aggregate liability arising out of this agreement is capped at the fees you paid or owed in the 12 months before the event giving rise to the claim. Where no fees have been paid, the cap is one hundred units of the billing currency.

These limits do not apply to your payment obligations, to either party’s indemnity obligations under clause 16, to breach of confidentiality, or to liability that cannot lawfully be limited.

These limits are a deliberate allocation of risk that the pricing reflects, and they apply even if a limited remedy fails of its essential purpose.

18. Suspension

We may suspend your access, in whole or in part, where there is a credible security threat, where your use is causing or is about to cause material harm to the platform or to other customers, where a channel provider requires it, or where the law requires it.

We will give notice before suspending where circumstances allow, and where they do not, as soon as possible afterwards, with the reason and what is needed to restore access. Suspension is a containment measure, not a penalty, and we will lift it as soon as the cause is resolved.

19. Term and termination

This agreement runs while you hold an account. Either of us may terminate for convenience effective at the end of the current billing term, or immediately for the other’s material breach that is not cured within 30 days of written notice. We may terminate immediately for a breach of clause 5 or 6 that cannot sensibly be cured.

On termination:

• Access ends, and any unpaid fees for the term become due.
• Your data is available for export for 30 days. Tell us if you need longer and we will be reasonable about it.
• After that window we delete Customer Data within a further 30 days, except what clause 8 of the DPA and section 10 of the Privacy Policy require us to keep. Backups roll off within 35 days.
• Clauses that by their nature should survive do so: 8, 13, 14, 15, 16, 17, 20, and 21.

20. Governing law and disputes

This agreement is governed by the laws applicable at the seat of Zeno Technologies Pvt. Ltd., and the courts of that jurisdiction have exclusive jurisdiction, except that either party may seek injunctive relief anywhere to protect its intellectual property or confidential information.

Before filing anything, escalate: write to legal@zenohq.io setting out the dispute, and each of us will have a senior person engage in good faith for 30 days. Most disputes end here, and it costs both sides less than the alternative.

Where you are a consumer or a public body and mandatory local law gives you rights or a forum that this clause would remove, that law prevails over this clause.

21. General

• Assignment. Neither party may assign this agreement without the other’s consent, except to a successor in a merger or sale of substantially all assets, on written notice.
• Subcontracting. We may use sub-processors as set out in the DPA, and we remain responsible for their performance.
• Force majeure. Neither party is liable for a failure caused by something genuinely beyond its reasonable control. This does not excuse payment.
• Notices. Ours to you go to your account email. Yours to us go to legal@zenohq.io, and for anything formal, also by post to the address in clause 22.
• Changes to these terms. We may update them. For material changes we give at least 30 days’ notice by email before they take effect, so you can object or leave. Continuing to use the platform after that date means you accept the change. We do not make material changes quietly and backdate them.
• Severability. If a provision is unenforceable, it is limited to the minimum extent necessary and the rest stands.
• No waiver. Not enforcing something once does not waive the right to enforce it later.
• Independent parties. Nothing here creates a partnership, agency, employment, or joint venture.
• Entire agreement. This agreement, with the DPA, the Privacy Policy, and any order form, is the whole agreement between us on its subject, and replaces anything said before it.

22. Contact

Contractual questions: legal@zenohq.io
Product support: support@zenohq.io
Security: security@zenohq.io
Postal: Zeno Technologies Pvt. Ltd., [Registered office address, city, postal code, country]

See also our Privacy Policy, our Data Processing Addendum, our Cookie Policy, and how to delete your data.