Terms of Service

4.1 Registration

• You must provide accurate, complete, and current information during registration
• You must update your account information promptly if it changes
• You may only create one account per organization unless we have granted explicit written permission for multiple accounts
• Accounts may not be created using automated means or bots

4.2 Account Security

• You are responsible for maintaining the confidentiality of your login credentials
• You must use a strong, unique password and not share it with any third party
• You must enable multi-factor authentication if available (strongly recommended)
• You must notify us immediately at security@chatzen.in upon becoming aware of any unauthorized access to your account
• We are not liable for any loss or damage resulting from your failure to maintain adequate account security

4.3 Account Responsibility

• You are responsible for all activity that occurs under your account, whether or not authorized by you
• You may not share account credentials or allow multiple individuals to access a single account simultaneously
• You are responsible for ensuring all team members you invite comply with these Terms

5.1 Permitted Uses

You may use the Platform only for legitimate business purposes including:

• Customer service and support automation via AI chatbots
• Sending marketing, transactional, and notification messages to opted-in contacts
• Managing customer conversations across messaging channels
• Building and maintaining AI knowledge bases for your business
• Reselling white-labeled access to the Platform to your clients under a Reseller Agreement

5.2 Prohibited Uses

You must NOT use the Platform to:

• Send spam, unsolicited bulk messages, or messages to contacts who have not provided explicit opt-in consent
• Engage in phishing, fraud, impersonation, or deceptive practices
• Send messages promoting adult content, illegal gambling, weapons, controlled substances, tobacco or vaping products to minors, pyramid schemes, fraudulent investments, unauthorized financial products, or cryptocurrency investment schemes
• Send political campaign messages without clear disclosure and compliance with applicable election laws
• Harvest, scrape, or purchase contact lists without verifiable opt-in consent for each contact
• Upload malware, viruses, or malicious code to our Platform
• Reverse engineer, decompile, disassemble, or attempt to derive the source code of the Platform
• Probe, scan, or test the vulnerability of the Platform without our written permission
• Use the Platform in a way that degrades service quality or performance for other users
• Attempt to access another client's data, accounts, or systems
• Sublicense, resell, or provide the Platform to third parties without a valid Reseller Agreement
• Use the Platform in violation of any applicable law or regulation
• Violate any third party's intellectual property, privacy, or other rights

5.3 Content Standards

All message content, knowledge base materials, and other content you submit or send through the Platform must be accurate to the best of your knowledge; comply with WhatsApp's Business Policy and Commerce Policy; comply with applicable advertising and consumer protection laws; and not be defamatory, harassing, or discriminatory.

6.1 Your Obligation

You represent, warrant, and covenant that every contact in your messaging lists has provided explicit, prior, written opt-in consent to receive WhatsApp messages from your specific business. This is a non-negotiable requirement of WhatsApp's Business Policy and Indian Telecommunications regulations.

6.2 Valid Opt-In Methods

Acceptable opt-in mechanisms include:

• Online forms with a clear checkbox and disclosure of message types
• In-store physical signup forms with a written record
• Verbal consent with a documented record
• WhatsApp chat-initiated conversations
• Point-of-sale consent with notification type and business name

The opt-in must clearly state the business name, message types, and how to opt out.

6.3 Record Keeping

You must maintain records of opt-in consent for each contact, including date and time of consent, method of collection, and the exact consent language presented to the contact.

6.4 Our Enforcement

We require opt-in confirmation at campaign creation. We may pause campaigns, suspend accounts, or demand evidence of opt-in compliance if we receive complaints or identify suspicious usage patterns.

6.5 Opt-Out Handling

You must provide a clear opt-out mechanism in all marketing messages and honor opt-out requests immediately.

8.1 AI Response Accuracy

AI responses are based on the knowledge base content you provide and the capabilities of the underlying LLM. We do not guarantee the accuracy, completeness, or appropriateness of AI-generated responses. You are responsible for reviewing AI agent behavior and ensuring AI responses comply with applicable laws.

8.2 Human Oversight

We strongly recommend maintaining human oversight for conversations involving sensitive topics, complaints, or high-value transactions.

8.3 Knowledge Base Content

You are responsible for the accuracy and legality of all content you upload to the knowledge base.

8.4 AI Provider Sub-processing

To generate AI responses, message content is transmitted to our AI provider(s), OpenAI and/or Anthropic, for inference processing. Our enterprise agreements prohibit them from using your data to train their foundational models. This processing is described in our DPA.

9.1 Plans

Chatzen offers Free, Starter, Professional, and Enterprise subscription plans. Plan features, limits, and pricing are described on our pricing page and may be updated with 30 days' advance notice.

9.2 Billing Cycle & Payment

• Subscriptions are billed monthly or annually, in advance
• All fees are displayed at checkout in INR or USD, inclusive of applicable taxes where stated
• Payment is processed by Razorpay or Stripe. We do not store card details.
• Subscriptions auto-renew unless cancelled before the renewal date
• Usage-based charges are billed at month-end
• Applicable GST will be added at checkout unless stated otherwise

9.3 Refund Policy

• Monthly plans: No refunds for partial months
• Annual plans: Pro-rated refund available within 30 days of annual payment, less a 10% processing fee
• Usage charges: No refunds for usage-based charges already incurred
• Suspended accounts: Accounts suspended for policy violations are not eligible for refunds

9.4 Late Payment & Suspension

• If payment fails, we retry after 3 days and again after 7 days
• After 14 days of failed payment, the account is suspended
• After 60 days of non-payment, the account and all data may be permanently deleted
• Reactivation requires payment of all outstanding amounts

9.5 Price Changes

We will provide at least 30 days' written notice before increasing subscription prices. Price changes take effect at your next renewal date.

11.1 Our Intellectual Property

Chatzen, including all software, algorithms, UI/UX designs, logos, trademarks, and documentation, is our exclusive intellectual property. You receive a limited, non-exclusive, non-transferable, revocable license to use the Platform solely for your business purposes during your subscription.

11.2 Your Content

You retain full ownership of all content you create and upload to the Platform. By uploading content, you grant us a limited license to process, store, and transmit that content solely to provide Platform services.

11.3 Restrictions

• You may not use our brand name, logos, or trademarks without permission
• You may not represent your product as Chatzen except under approved white-label rights
• You may not copy, modify, or create derivative works based on the Platform

11.4 Feedback

If you provide suggestions or feedback, you grant us a perpetual, irrevocable, royalty-free license to use that feedback to improve the Platform.

16.1 Termination by You

You may cancel your subscription at any time from Settings → Billing. Cancellation takes effect at the end of the current billing period.

16.2 Termination or Suspension by Us

We reserve the right to suspend or terminate your account with or without notice for policy violations, WhatsApp Business Policy violations, legal or reputational risk, non-payment, or discontinuation of the Platform.

16.3 Effect of Termination

• Your access ceases immediately or at the end of the billing period for voluntary cancellation
• We will provide a data export within 14 days upon request
• All data will be permanently deleted within 30 days of termination per our DPA
• Sections that should survive termination remain in effect

17.1 Governing Law

These Terms are governed by and construed in accordance with the laws of India.

17.2 Dispute Resolution

The parties agree to first attempt to resolve disputes through good-faith negotiation for 30 days. If unresolved, disputes shall be referred to arbitration under the Arbitration and Conciliation Act, 1996. The seat of arbitration shall be [Your City], India. The arbitration shall be conducted in English by a sole arbitrator mutually agreed upon by the parties.

Either party may seek emergency relief in any court of competent jurisdiction to prevent irreparable harm.

17.3 Jurisdiction

For matters not subject to arbitration, you consent to the exclusive jurisdiction of the courts in [Your City], India.