Terms of Service

• 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

• 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

• 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

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

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 or pornographic content; illegal gambling services; weapons, ammunition, or explosives; controlled substances or illegal drugs; tobacco, alcohol, or vaping products to minors; pyramid schemes, Ponzi schemes, or fraudulent investment opportunities; 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 local, state, national, or international law or regulation
• Violate any third party's intellectual property, privacy, or other rights

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; not be defamatory, harassing, or discriminatory.

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.

Acceptable opt-in mechanisms include:

• Online forms (website, landing page) with a clear checkbox and disclosure of message types
• In-store physical signup forms with a written record
• Verbal consent with a documented record (date, method, contact ID)
• WhatsApp chat-initiated conversations (user messaged you first)
• Point-of-sale consent with receipt of notification type and business name

The opt-in must clearly state: (a) the name of the business that will send messages, (b) the types of messages to be sent, and (c) how to opt out.

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. These records must be available for audit upon request.

We require opt-in confirmation at the point of campaign creation within the Platform. We reserve the right to pause or terminate campaigns, suspend accounts, or demand evidence of opt-in compliance if we receive complaints or identify suspicious usage patterns.

You must provide a clear opt-out mechanism in all marketing messages and honor opt-out requests immediately. Continued messaging after an opt-out request is a serious violation.

AI responses generated by the Platform are based on the knowledge base content you provide and the capabilities of the underlying LLM (GPT, Claude, etc.). We do not guarantee the accuracy, completeness, or appropriateness of AI-generated responses. You are solely responsible for reviewing AI agent behavior, setting appropriate fallback triggers, and ensuring AI responses comply with applicable laws and do not constitute professional advice (legal, medical, financial).

We strongly recommend maintaining human oversight for conversations involving sensitive topics, complaints, or high-value transactions. You should configure AI agents with appropriate escalation rules that route complex queries to human agents.

You are responsible for the accuracy and legality of all content you upload to the knowledge base. Do not upload content that is confidential (beyond your own business data), copyrighted by third parties without permission, or that you do not have the right to use for AI training purposes.

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

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.

• Subscriptions are billed monthly or annually, in advance, on the subscription anniversary date
• All fees are displayed at checkout in INR (or USD for international clients) inclusive of applicable taxes
• Payment is processed by Razorpay (India) or Stripe (international). We do not store card details.
• Subscriptions auto-renew unless cancelled before the renewal date
• Usage-based charges (e.g., messages above plan limit) are billed at month-end at published rates
• All prices are exclusive of GST unless stated otherwise; applicable GST will be added at checkout

• Monthly plans: No refunds for partial months. You retain access until the end of the current billing period.
• 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 (Section 5) are not eligible for refunds.
• Goodwill credits: We may issue account credits at our discretion for service disruptions as described in Section 10.

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

We will provide at least 30 days' written notice before increasing subscription prices. Price changes take effect at your next renewal date. Continued use after the effective date constitutes acceptance of the new pricing.

Chatzen, including all software, algorithms, UI/UX designs, logos, trademarks, and associated documentation, is our exclusive intellectual property protected by applicable copyright, trademark, and trade secret laws. You receive a limited, non-exclusive, non-transferable, revocable license to use the Platform solely for your own business purposes during the term of your subscription.

You retain full ownership of all content you create and upload to the Platform, including knowledge base documents, message templates, campaign content, and contact data. By uploading content, you grant us a limited, non-exclusive license to process, store, and transmit that content solely to provide the Platform services to you. We do not acquire any ownership rights in your content.

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

If you provide suggestions, feedback, or ideas about the Platform, you grant us a perpetual, irrevocable, royalty-free license to use that feedback to improve the Platform, without any obligation of compensation or attribution.

You may cancel your subscription at any time from the Settings → Billing page. Cancellation takes effect at the end of the current billing period. Your account will remain accessible in read-only mode for 30 days after cancellation, after which all data will be permanently deleted unless you request an earlier deletion.

We reserve the right to suspend or terminate your account, with or without notice:

• Immediately, for violations of the Acceptable Use Policy (Section 5) or Opt-In requirements (Section 6)
• Immediately, for violations of WhatsApp's Business Policy
• Immediately, if we determine your use of the Platform creates legal risk, reputational harm, or harm to other users
• After 14 days' notice, for non-payment of subscription fees
• After 30 days' notice, if we discontinue the Platform or a feature you rely on

Upon termination:

• Your access to the Platform 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 the account termination date, per our DPA
• Provisions of these Terms that by their nature should survive termination will remain in effect (including Sections 11, 14, 15, 17)

These Terms are governed by and construed in accordance with the laws of India, without regard to its conflict of law principles.

In the event of any dispute, claim, or controversy arising out of or relating to these Terms or the use of the Platform, the parties agree to first attempt to resolve the dispute through good-faith negotiation for a period of 30 days from the date one party notifies the other in writing of the dispute.

If the dispute is not resolved through negotiation within 30 days, it shall be referred to and finally resolved by arbitration in accordance with the Arbitration and Conciliation Act, 1996 (India), as amended. The seat of arbitration shall be Ahmedabad, India. The arbitration shall be conducted in the English language by a sole arbitrator mutually agreed upon by the parties.

Notwithstanding the above, either party may seek injunctive or other emergency relief in any court of competent jurisdiction to prevent irreparable harm.

For any matters not subject to arbitration, you consent to the exclusive jurisdiction of the courts in Ahmedabad, India.