Terms of Service

1. Acceptance of Terms

By accessing or using Zentativ ("the Service"), operated by Zentativ, you agree to be bound by these Terms of Service ("Terms"). If you do not agree, do not use the Service. These Terms apply to all users, including business administrators, agents, and end customers interacting through our platform.

2. Description of Service

Zentativ is a multi-tenant Hybrid AI + Human Customer Care SaaS platform. It enables businesses to deploy AI-powered customer support via web chat, WhatsApp, and voice calls, with escalation to human agents. Zentativ provides the frontend interface, authentication, data storage, and integrations; AI workflow execution runs on separate infrastructure.

3. Account Registration

• You must provide accurate, current, and complete information when creating an account.
• You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account.
• You must notify us immediately at support@zentativ.com if you suspect unauthorised access to your account.
• Each organisation account is separately scoped. Admins are responsible for managing their users and agents within their organisation.

4. Subscription Plans and Credits

4.1 Plans

Zentativ offers subscription plans (Starter, Growth, Business) billed monthly. Each plan includes a credit allocation used to power AI messages, human agent messages, voice minutes, and knowledge base operations.

4.2 Credits

• Credits are consumed per operation (AI message, human message, voice minute, etc.).
• Credits are non-refundable and non-transferable between organisations.
• When credits reach zero, AI features are disabled until credits are topped up.
• Additional credit packs can be purchased at any time.

4.3 Billing and Payments

• Payments are processed via Paystack in Nigerian Naira (NGN).
• Subscription fees are charged at the start of each billing period.
• All sales are final. We do not offer refunds on subscription fees or credit packs except as required by applicable law.
• Failure to pay may result in suspension or termination of your account.

5. Acceptable Use

You agree not to use Zentativ to:

• Violate any applicable law or regulation.
• Transmit spam, unsolicited messages, or abusive content.
• Impersonate any person or entity or misrepresent your affiliation.
• Upload malware, viruses, or any code designed to interfere with the Service.
• Attempt to gain unauthorised access to any part of the Service or its infrastructure.
• Scrape, reverse-engineer, or decompile any part of the platform.
• Use the AI features to generate content that is illegal, harmful, or discriminatory.
• Exceed API rate limits or otherwise place unreasonable load on the Service.

We reserve the right to suspend or terminate accounts that violate these terms without prior notice.

6. Data and Privacy

Your use of the Service is also governed by our Privacy Policy, which is incorporated into these Terms by reference. By using the Service, you consent to the data practices described in the Privacy Policy, including the use of Google OAuth for authentication.

You retain ownership of all data you upload to the platform (support transcripts, knowledge base documents, etc.). You grant Zentativ a limited licence to process this data solely to provide the Service.

7. Intellectual Property

All software, UI designs, logos, and branding associated with Zentativ are the exclusive property of Zentativ. Nothing in these Terms transfers any intellectual property rights to you. You may not copy, modify, distribute, or create derivative works based on the Service without express written permission.

8. Third-Party Services

The Service integrates with third-party providers (Supabase, Paystack, Vapi, WhatsApp Business, Slack, etc.). Your use of those integrations is subject to the respective third-party terms of service. Zentativ is not responsible for the acts or omissions of third-party providers.

9. Service Availability and SLA

We aim for high availability but do not guarantee 100% uptime. We may perform scheduled maintenance with advance notice where possible. Zentativ is not liable for losses caused by downtime, data loss, or service interruptions unless caused by our gross negligence.

10. Limitation of Liability

To the maximum extent permitted by law, Zentativ and its officers, employees, and affiliates shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the Service, including but not limited to loss of profits, data, or goodwill. Our total aggregate liability to you shall not exceed the amount you paid to us in the 12 months preceding the claim.

11. Indemnification

You agree to indemnify and hold harmless Zentativ, its officers, directors, employees, and agents from any claims, damages, losses, or expenses (including legal fees) arising from your use of the Service, your violation of these Terms, or your infringement of any third-party rights.

12. Termination

Either party may terminate the agreement at any time. You may close your account from the Settings page. We may suspend or terminate your account if you breach these Terms, fail to pay, or engage in activity that harms the Service or other users. Upon termination, your data will be deleted per our Privacy Policy.

13. Governing Law

These Terms are governed by the laws of the Federal Republic of Nigeria. Any disputes shall be resolved in the courts of Lagos State, Nigeria, unless otherwise agreed in writing.

14. Changes to These Terms

We may update these Terms at any time. We will notify you via email or in-app banner at least 14 days before material changes take effect. Continued use of the Service after the effective date constitutes acceptance of the updated Terms.

15. Contact Us