01Agreement
These terms are an agreement between you and Arani Chaudhuri LLP (“we”, “us”) covering your use of Zapien and its website. By creating an account or using the service you accept them. If you use Zapien on behalf of a business, you confirm you are authorised to accept these terms for it, and “you” means that business.
Our Privacy Policy explains how we handle information and forms part of these terms.
02The service
Zapien lets you build AI agents that answer and qualify conversations on WhatsApp, Instagram, Facebook Messenger and website chat, send broadcasts, create click-to-message ads, share an inbox with your team, and pass leads to other systems. We may add, change or retire features over time, and will give reasonable notice before removing anything you rely on.
03Accounts and workspaces
You must give accurate information when you sign up and keep your sign-in credentials secure. You are responsible for activity in your organization, including by teammates you invite, and for removing access when someone leaves. Tell us promptly at support@zapienhq.com if you suspect unauthorised use.
04Credits and billing
- Zapien is priced in credits. One credit is one message sent by your agent or started by you; current rates are on the pricing page.
- Purchased credits do not expire while your account is open. Free and promotional credits may carry their own limits.
- If you turn on auto recharge, you authorise us to charge your saved payment method for the amount you set whenever your balance falls below your threshold, until you switch it off.
- Conversation charges from the WhatsApp Business Platform are passed through at cost, and ad spend is billed by Meta directly to your ad account.
- Prices exclude applicable taxes, which are added at checkout. Payments are non-refundable except where the law requires otherwise or we agree in writing.
Enterprise plans are governed by an order form, which takes precedence over these terms where the two differ.
05Your content and your customers' data
You own the content you put into Zapien and the conversations it handles. You grant us the rights needed to host, process and transmit that content in order to provide the service to you, and for no other purpose.
You are responsible for having a lawful basis to message your customers and to collect the information your agents capture, for giving them any notices the law requires, and for honouring their requests to opt out or to have their data deleted.
06Acceptable use
You agree not to use Zapien to:
- Message people who have not opted in, send spam, or ignore opt-out requests.
- Break the WhatsApp Business Policy, Meta's Commerce Policy, Advertising Standards or Platform Terms, or the rules of any other channel you connect.
- Send unlawful, deceptive, harassing or infringing content, or promote prohibited goods and services.
- Collect sensitive information such as full card numbers or government ID numbers through chat without the safeguards the law requires.
- Probe, overload or interfere with the service, get around sending limits, or access it by means other than the interfaces we provide.
- Resell the service or use it to build a competing product without our written agreement.
07Third-party platforms
Channels and integrations are provided by other companies, including Meta and the CRMs you connect, under their own terms. Your use of them through Zapien must follow those terms. We are not responsible for their availability, for decisions they make about your accounts — such as a messaging tier, quality rating or restriction on a WhatsApp number — or for changes they make to their APIs, though we will work to keep Zapien compatible.
08AI-generated replies
Agents generate replies using AI models. Those replies can be incomplete or wrong, even when grounded in your knowledge sources. You are responsible for the instructions and content you give your agents, for reviewing how they respond, and for handing conversations to a person where accuracy matters — particularly for prices, commitments, and medical, legal or financial topics.
09Our intellectual property
Zapien, its software, design and branding belong to Arani Chaudhuri LLP. We grant you a limited, non-exclusive, non-transferable right to use the service during your subscription under these terms. If you send us feedback, we may use it without obligation to you.
10Suspension and termination
You can stop using Zapien and ask us to close your account at any time. We may suspend or close an account that breaches these terms, puts the service or other users at risk, or is required to be suspended by a channel provider or by law — with notice where we reasonably can. After closure, we delete your data as described in the Privacy Policy. Sections that by their nature should continue, such as payment obligations, disclaimers and limits of liability, survive termination.
11Disclaimers
We work to keep Zapien available and accurate, but the service is provided “as is” and “as available”. To the extent the law allows, we disclaim all implied warranties, including merchantability, fitness for a particular purpose and non-infringement, and we do not guarantee that the service will be uninterrupted or error-free.
12Limitation of liability
To the extent the law allows, neither party is liable for indirect, incidental, special or consequential damages, or for lost profits, revenue or data. Our total liability arising out of these terms or the service is limited to the amount you paid us in the twelve months before the event giving rise to the claim.
13Indemnity
You will defend and indemnify Arani Chaudhuri LLP against third-party claims arising from your content, the messages you send through Zapien, or your breach of these terms or of a channel provider's policies.
14Changes to these terms
We may update these terms and will revise the date at the top when we do. If a change is material we will tell account owners by email at least 14 days before it takes effect. Continuing to use Zapien after that means you accept the updated terms.
15Governing law
These terms are governed by the laws of India. Disputes will be resolved by the courts with jurisdiction over Arani Chaudhuri LLP's registered office, unless the law where you are based requires otherwise.
16Contact
Questions about these terms can be sent to support@zapienhq.com.