Terms of Service

These terms are the agreement between you and Boxvibe Technologies Limited ("Zono", "we", "us") for using Zono Support. Please read them. They are written to be understood, and they explain what we both can expect.

1. Acceptance of Terms

By accessing and using our service, you accept and agree to be bound by the terms and provision of this agreement. If you do not agree to abide by the above, please do not use this service.

You must be at least 18, or the age of majority where you live, and able to enter a binding contract. If you use Zono for an organisation, you confirm that you have authority to bind it, and "you" then includes that organisation. Zono is meant for business use.

In these terms, a workspace is the space your team uses in Zono, Customer Data is the content you and your customers put into it (tickets, messages, files, customer records and knowledge sources), and end customers are the people who contact you through it.

2. Description of Service

Our service provides a customer support platform that enables businesses to manage customer inquiries, tickets, and support communications. We may change or discontinue features of the service, and we will tell you by email before a material change affects your account. Suspension of an account follows the notice rules in section 14.

Some features are labelled beta or preview. They may change, be limited or be withdrawn, and they are provided without any commitment beyond these terms.

3. User Accounts

To access certain features of our service, you must register for an account. You are responsible for:

• Maintaining the confidentiality of your account credentials
• All activities that occur under your account
• Providing accurate and complete information during registration
• Keeping your account information up to date

The workspace owner is responsible for the people it invites, the roles it gives them and what they do in the workspace. Tell us promptly at [email protected] if you think someone has accessed your account without permission.

4. Acceptable Use

You agree not to use the service to:

• Violate any applicable laws or regulations
• Transmit harmful, offensive, or inappropriate content
• Interfere with or disrupt the service or servers
• Attempt to gain unauthorized access to other accounts or systems
• Resell or sublicense access to the service without our written permission
• Send spam or unsolicited messages through any connected channel
• Upload malware or content that infringes someone else's rights, or that is hateful, harassing or unlawful
• Reverse engineer the service or work around its limits, security or access controls
• Break the rules of a channel or service you connect, such as the messaging policies of Meta, Telegram, LINE or TikTok

4.1 API, Webhooks and Integrations

API tokens, webhooks, the MCP server and integrations are for use with your own workspace. Keep tokens secret, respect the published rate limits, and do not use them to scrape, overload or probe the service. Data you send to third parties through webhooks, custom actions or integrations is governed by your agreement with those third parties.

4.2 Fair Use of Unlimited Plans

Premium includes unlimited seats and tickets for your own support team. Seats are for named people on your team; sharing one seat between people, or usage that is far outside normal support workloads and degrades the service for others, may lead us to contact you to agree a fair arrangement.

5. Your Content and Customer Data

You keep all rights in your Customer Data. You give us a limited licence to host, copy, process and display it, only as needed to run and improve the service for you, to keep it secure and to follow the law. We do not use Customer Data to train AI models.

You are responsible for your Customer Data and for how you use the service, including making sure that:

• you have the right to put it into Zono and to contact your customers on each channel you connect;
• you have given your end customers any notices and obtained any consents the law requires, including for marketing messages;
• what you send them, including replies written by the AI agent you enable, is lawful and accurate.

For personal data in Customer Data, you are the controller and we are your processor, as described in our Privacy Policy. A data processing agreement is available on request at [email protected]. We may remove or disable content that we reasonably believe breaks these terms or the law, and we will tell you when we do unless we are not allowed to.

6. Channels and Third-Party Services

Zono connects to services we do not own, such as messaging channels, marketplaces, issue trackers, payment and AI providers. Your use of them is governed by their terms and policies, and you must have the right to connect them. They can change or stop working with Zono without our control: a channel may limit messaging windows, require approval or templates, or withdraw access. We are not responsible for the third party's service, and we do not guarantee that a connection will always be available. You can disconnect an integration at any time from your workspace settings.

7. AI-Generated Content

AI features generate suggestions, classifications and, when you enable the AI agent, replies and actions. AI output can be wrong or incomplete. You are responsible for reviewing how you configure and use AI features and for the content sent to your customers from your workspace.

• Do not use AI features for decisions that have legal or similarly significant effects on a person.
• Tell your customers they are talking to an AI where the law or the channel's rules require it.
• Keep a person able to take over, and review the agent's work regularly.

To produce AI output we send relevant content to the AI providers described in our Privacy Policy. We do not allow them to train on your Customer Data.

8. Subscription and Payment

Our service operates on a subscription basis. By subscribing, you agree to pay all applicable fees. Subscription fees are billed in advance and are non-refundable except as provided in our Refund Policy.

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns.

• Renewal and cancellation. A subscription renews at the end of each period until you cancel. You can cancel at any time from your billing settings. You keep access until the end of the period you have paid for, and the workspace then moves to the Free plan.
• Upgrades and downgrades. You can change your plan from your billing settings. The price and any credit or extra charge for a change are shown at checkout, and Paddle calculates them. If you move to a plan with fewer features, features you no longer have may stop working, and you should export anything you need first.
• Taxes. Prices may exclude taxes. Paddle works out and collects the sales tax or VAT that applies to your purchase.
• Free plan. The Free plan is provided as is. We may limit or change it, with notice.

8.1 Price Changes

We may change our prices. We will tell existing subscribers by email at least 30 days before a price change applies to them. Customers who subscribed to Premium at the original launch rate of $3 a month or $30 a year keep that rate for the life of their account, as long as the subscription stays active.

9. Data and Privacy

Your privacy is important to us. Our collection and use of personal information is governed by our Privacy Policy, which is incorporated into these Terms by reference. We protect your data as described there, and you can export your workspace at any time on any plan.

10. Intellectual Property

The service and its original content, features, and functionality are owned by Boxvibe Technologies Limited and are protected by international copyright, trademark, patent, trade secret, and other intellectual property laws.

We grant you a limited, non-exclusive, non-transferable, revocable licence to use the service for your own business for as long as you have an account, under these terms. You may not copy, sell, rent or build a competing product from the service. If you send us feedback or ideas, we may use them freely without owing you anything. Our names and logos are ours, and these terms give you no right to use them.

11. Confidentiality

Each of us may receive non-public information from the other, such as your Customer Data or our security documentation. Keep it confidential, use it only for the purposes of these terms and disclose it only to people who need it and are bound to protect it, unless the law requires otherwise.

12. Availability and Support

We work to keep Zono running and to fix problems quickly, but we do not promise it will be uninterrupted or error-free, and we may need to carry out maintenance. Unless we agree an uptime commitment with you in writing, there is none. Support is by email and through our support system, and help articles are on our help centre.

13. Communications from Us

We will email you about your account, billing, security and changes to the service. You cannot opt out of these while you have an account. You can opt out of product news and offers at any time with the link in those emails.

14. Suspension and Termination

We may suspend or terminate your account for conduct that we believe violates these Terms or is harmful to other users, us, or third parties, or for non-payment. We give at least 14 days' email notice to the account owner before suspending an account, except for spam, fraud, illegal content or security abuse, where suspension can be immediate. The notice explains the reason and how to fix it.

After any suspension or termination you have 30 days to export your data. Sign in and use the data export, or reply to our email and we will help. After those 30 days the data is permanently deleted, as described in our Privacy Policy.

You can stop using Zono and delete your workspace whenever you like. When an agreement ends, your right to use the service ends and what you owe up to then stays due. The sections on content, intellectual property, confidentiality, warranties, liability, indemnity and governing law survive.

15. Disclaimer of Warranties and Limitation of Liability

The service is provided on an "AS IS" and "AS AVAILABLE" basis. We make no warranties, expressed or implied, and hereby disclaim all other warranties including implied warranties of merchantability, fitness for a particular purpose, or non-infringement.

In no event shall we be liable for any indirect, incidental, special, consequential, or punitive damages, including without limitation, loss of profits, data, use, goodwill, or other intangible losses. Our total liability for any claim arising out of these terms or the service is limited to the amount you paid us for the service in the 12 months before the event that gave rise to the claim. Nothing in these terms limits liability that cannot be limited by law.

16. Indemnity

You will defend and compensate us against claims, losses and reasonable costs that arise from your Customer Data, your use of the service in breach of these terms, or your breach of the law or someone else's rights, as far as the law allows. We will tell you promptly about a claim, and you will let us take part in the defence.

17. Governing Law and General Terms

These Terms shall be interpreted and governed by the laws of the jurisdiction in which Boxvibe Technologies Limited is incorporated, without regard to its conflict of law provisions. If a dispute arises, please contact us first so we can try to settle it informally.

• Force majeure. Neither of us is liable for a failure caused by events beyond reasonable control, such as outages of internet or cloud providers, disasters, war or government action.
• Entire agreement. These terms, the Privacy Policy and the Refund Policy are the whole agreement between us about the service.
• If part is unenforceable, the rest still applies. Not enforcing a term is not a waiver of it.
• Assignment. You may not transfer your rights without our consent. We may transfer ours as part of a merger, acquisition or sale of assets.
• Notices. We may notify you by email or in the service. You can reach us at the addresses below.

18. Changes to Terms

We reserve the right to modify these Terms at any time. We will notify users of any material changes via email or through the service. Your continued use of the service after such modifications constitutes acceptance of the updated Terms.

19. Contact Information

If you have any questions about these Terms of Service, please contact us through our support system or by email at [email protected]. For privacy and data requests, email [email protected].