Terms of Service

• "Account" means the account you register to access the Service.
• "Customer Data" means the content, data, files, and materials you or your end users submit to, or that are generated through, the Service — including knowledge-base documents, conversations, messages, tickets, and configuration.
• "End User" means an individual who interacts with a support experience you operate using the Service (for example, a visitor chatting with your widget).
• "AI Features" means the automated, machine-learning-powered features of the Service, including AI-generated responses, summaries, classifications, and suggestions.
• "Workspace" means the organization/tenant under which your Account and Customer Data are grouped.

You must be at least 18 years old and capable of forming a binding contract to use the Service. The Service is intended for business use by support teams and their organizations.

You are responsible for the information you provide when registering and for keeping it accurate and up to date. You are responsible for safeguarding your credentials and for all activity that occurs under your Account. You must notify us promptly at support@usezuhile.com if you suspect any unauthorized use of your Account.

You are responsible for the acts and omissions of the users you invite to your Workspace, and for ensuring they comply with these Terms.

Subject to your compliance with these Terms, Zuhile grants you a limited, non-exclusive, non-transferable, revocable right to access and use the Service for your internal business purposes during the term of your subscription.

We may release the Service, or features of it, in beta or "early access" form. Such features are provided "as is", may be changed or discontinued at any time, and are not subject to any availability or support commitment.

The Service may be offered under free and paid plans. Fees, usage limits, and plan features are described at the point of purchase or in an order form. Unless stated otherwise, fees are quoted exclusive of taxes, and you are responsible for all applicable taxes.

Paid subscriptions renew automatically for successive periods unless cancelled before the end of the then-current period. Except where required by law, payments are non-refundable. We may change fees on prospective renewal by giving reasonable prior notice.

If any amount owed is overdue, we may suspend the Service after notice until payment is made.

You agree not to, and not to permit anyone to, use the Service to:

• violate any applicable law or regulation, or infringe the rights of any third party;
• upload or transmit malware, or attempt to gain unauthorized access to the Service, other accounts, or related systems;
• send unsolicited or unlawful communications (spam), or harvest personal data without a lawful basis;
• reverse engineer, decompile, or attempt to derive source code from the Service, except to the extent permitted by law;
• resell, sublicense, or provide the Service to third parties except as expressly permitted;
• interfere with or disrupt the integrity or performance of the Service, or bypass its rate limits, quotas, or security measures;
• use the Service to generate or disseminate content that is unlawful, harassing, hateful, or that exploits or harms minors.

We may investigate suspected violations and may suspend or terminate access to protect the Service or comply with the law.

As between the parties, you own all right, title, and interest in Customer Data. You grant us a worldwide, non-exclusive license to host, copy, process, transmit, and display Customer Data solely as necessary to provide, secure, and improve the Service, and as otherwise permitted by our Privacy Policy.

You are solely responsible for Customer Data, including its accuracy, legality, and your right to submit it. You represent that you have all necessary rights and, where required, consents and lawful bases to submit Customer Data (including any personal data of your End Users) and to authorize us to process it.

You are responsible for maintaining your own backups of Customer Data to the extent you require them, subject to the export options we make available.

The Service uses artificial intelligence, including third-party large-language-model providers, to generate responses, summaries, classifications, and suggestions grounded in the knowledge and data available to it.

AI Features are probabilistic and may occasionally produce output that is inaccurate, incomplete, out of date, or otherwise inappropriate ("hallucinations"). AI output does not constitute professional, legal, financial, or medical advice. You are responsible for reviewing AI output before relying on it and for configuring appropriate human oversight, escalation, and disclosure to your End Users.

You are responsible for the responses delivered to your End Users through your Workspace. Zuhile is not liable for decisions made or actions taken in reliance on AI output.

We do not use your Customer Data to train third-party foundation models except as necessary to provide the Service to you, and subject to our Privacy Policy and the terms of our AI subprocessors.

The Service may interoperate with third-party products, integrations, or model providers that you choose to connect. Your use of those third-party services is governed by their own terms and privacy policies, and we are not responsible for them.

If you connect an integration, you authorize us to exchange Customer Data with that third party as needed to provide the requested functionality.

You are responsible for your relationship with, and the experience you provide to, your End Users. You must maintain and comply with your own privacy notice and obtain any consents required by applicable law for the collection and processing of End User data through the Service.

Where Zuhile processes personal data of End Users on your behalf, it does so as a processor/service provider acting on your documented instructions, as further described in the Privacy Policy and any applicable data processing terms.

The Service, including all software, models, interfaces, text, and design (excluding Customer Data), is owned by Zuhile or its licensors and is protected by intellectual-property laws. Except for the limited rights expressly granted, no rights are transferred to you.

If you provide feedback or suggestions about the Service, you grant us a perpetual, irrevocable, royalty-free license to use them without restriction or obligation to you.

Each party may access confidential information of the other. The receiving party will use the disclosing party’s confidential information only to perform under these Terms and will protect it using at least a reasonable standard of care. This does not apply to information that is public through no fault of the receiving party, independently developed, or rightfully received from a third party.

Our collection and use of personal data in connection with the Service is described in our Privacy Policy. By using the Service you acknowledge that Customer Data may be processed as described there.

We strive to keep the Service available but do not guarantee uninterrupted or error-free operation. We may perform maintenance and may modify, suspend, or discontinue features from time to time. Where a change materially reduces core functionality of a paid plan, we will use reasonable efforts to provide notice.

These Terms apply while you use the Service. You may stop using the Service and close your Account at any time. We may suspend or terminate your access if you materially breach these Terms, create risk or legal exposure for us, or fail to pay fees when due.

Upon termination, your right to use the Service ceases. We will make Customer Data available for export for a limited period as described in our documentation, after which we may delete it in the ordinary course, subject to legal retention requirements. Provisions that by their nature should survive (including ownership, confidentiality, disclaimers, limitations of liability, and indemnities) will survive termination.

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE SERVICE OR AI OUTPUT WILL BE ACCURATE, COMPLETE, RELIABLE, SECURE, OR ERROR-FREE.

TO THE MAXIMUM EXTENT PERMITTED BY LAW, NEITHER PARTY WILL BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR ANY LOSS OF PROFITS, REVENUE, DATA, OR GOODWILL, ARISING OUT OF OR RELATED TO THE SERVICE.

EXCEPT FOR YOUR PAYMENT OBLIGATIONS AND EITHER PARTY’S INDEMNIFICATION OBLIGATIONS, EACH PARTY’S TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATED TO THESE TERMS WILL NOT EXCEED THE AMOUNTS YOU PAID TO ZUHILE FOR THE SERVICE IN THE TWELVE (12) MONTHS PRECEDING THE EVENT GIVING RISE TO THE CLAIM (OR, FOR FREE USE, ONE HUNDRED U.S. DOLLARS).

You will defend, indemnify, and hold harmless Zuhile and its affiliates from and against any third-party claims, damages, and expenses (including reasonable legal fees) arising from your Customer Data, your use of the Service in violation of these Terms or applicable law, or your relationship with your End Users.

These Terms are governed by the laws of the Republic of Zambia, without regard to its conflict-of-laws rules. The parties submit to the exclusive jurisdiction of the courts of the Republic of Zambia, except that either party may seek injunctive relief in any court of competent jurisdiction.

Before filing a formal claim, the parties agree to attempt in good faith to resolve any dispute informally by contacting support@usezuhile.com.

We may update these Terms from time to time. If we make material changes, we will provide notice by reasonable means (such as posting the updated Terms with a new effective date or notifying you in the Service). Your continued use of the Service after the changes take effect constitutes acceptance of the updated Terms.

These Terms, together with the Privacy Policy and any order form, are the entire agreement between the parties regarding the Service. If any provision is held unenforceable, the remaining provisions remain in effect. Our failure to enforce a provision is not a waiver. You may not assign these Terms without our consent; we may assign them to an affiliate or in connection with a merger, acquisition, or sale of assets. Neither party is liable for delays caused by events beyond its reasonable control.

Questions about these Terms can be sent to support@usezuhile.com, or by mail to Zuhile Payments Limited, Lottie House, 8th Floor, Cairo Road, Lusaka, Zambia.