Terms of Service

1. Who these terms are between

These Terms of Service (the "Terms") are an agreement between Zuzana AI ApS, CVR-nr. 45761398, Vejlevangen 6, 2840 Holte, Denmark ("Zuzana AI", "we", "us") and the organisation or individual that creates an account ("you", "Customer").

By creating an account, connecting an integration, or using the service, you accept these Terms. If you are accepting on behalf of a company, you confirm that you are authorised to bind it.

2. What the service is

Zuzana AI provides an AI-assisted customer support platform (the "Platform") that ingests support enquiries from channels you connect, drafts and sends replies according to the agents, policies, and workflows you configure, and reports on the results.

The Platform is a tool that acts on your instructions. You remain responsible for the content of messages sent from your account, including messages drafted by AI, and for ensuring they are accurate and lawful.

3. Accounts and eligibility

You must provide accurate registration details and keep them current. You are responsible for the security of your account credentials and for the activity of every user you invite into your team. Notify us promptly at support@zuzana.ai if you suspect unauthorised access.

You may not use the Platform if you are barred from doing so under applicable law, or to provide a competing service.

4. Acceptable use

You agree not to:

use the Platform to send unlawful, deceptive, harassing, or infringing content;
misrepresent AI-generated messages as coming from a named human where that would be unlawful in your jurisdiction;
attempt to access another customer's data, or probe, scan, or circumvent our security controls;
resell, sublicense, or expose the Platform to third parties except as an integrated part of your own support operation;
upload malware, or use the Platform in a way that degrades it for others.

We may suspend access without notice where continued use presents a security, legal, or availability risk, and will tell you why as soon as we reasonably can.

5. Third-party integrations

The Platform connects to third-party services at your direction, for example webshop platforms, email providers, review platforms, and messaging channels. When you authorise an integration, you confirm that you are entitled to grant that access, and you authorise us to access, store, and process data from that service in order to operate the features you have enabled.

Third-party services are governed by their own terms and privacy policies, and their availability is outside our control. Where a provider changes or withdraws an API, we may have to change or discontinue the corresponding feature.

Our handling of data obtained through the Google Business Profile integration, including the specific scope requested and how that data is used, retained, and deleted, is described in section 8 of our Privacy Policy.

6. Fees

Fees, billing frequency, and included volumes are those set out in your order or on our pricing page at the time you subscribe. Unless your order says otherwise, fees are exclusive of VAT, invoiced in advance, and payable within 14 days.

We may change prices for a renewal term with at least 30 days' written notice before the term begins. Usage-based charges above your included volume are billed in arrears.

7. Intellectual property

We retain all rights in the Platform, including its software, models, prompts, and documentation. You retain all rights in your own data, including your support conversations, knowledge base content, and configuration.

You grant us a limited licence to host and process your data solely to provide and support the Platform. We do not use your support conversations to train generalised AI models for other customers.

You may give us feedback, and we may use it to improve the Platform without obligation to you.

8. Data protection

Each party will comply with applicable data protection law. Where we process personal data on your behalf as a processor, our Data Processing Agreement applies and forms part of these Terms. Our Privacy Policy explains how we handle personal data for which we are the controller.

Request the current Data Processing Agreement from dpo@zuzana.ai.

9. Confidentiality

Each party will keep the other's non-public information confidential, use it only for the purposes of these Terms, and protect it with at least reasonable care. This does not apply to information that is public through no fault of the recipient, independently developed, or required to be disclosed by law.

10. Availability and support

We aim for high availability but do not guarantee uninterrupted service unless a service level agreement is stated in your order. Planned maintenance is announced in advance where practical.

11. Disclaimers

The Platform is provided "as is" to the fullest extent permitted by law. AI output can be wrong, incomplete, or unsuitable for a given situation. You are responsible for configuring appropriate review, escalation, and approval steps for your risk tolerance, and for reviewing automated behaviour before enabling it. We do not warrant that AI output will be accurate or fit for a particular purpose.

12. Limitation of liability

Neither party is liable for indirect or consequential loss, loss of profit, loss of revenue, or loss of goodwill. Our total aggregate liability arising out of or relating to these Terms is limited to the fees you paid in the 12 months preceding the event giving rise to the claim.

Nothing in these Terms limits liability that cannot be limited under Danish law, including liability for gross negligence, wilful misconduct, or personal injury.

13. Term and termination

Subscriptions run for the term stated in your order and renew automatically for equivalent terms unless either party gives notice before the renewal date. Either party may terminate for material breach that remains uncured 30 days after written notice.

On termination, your access ends and we delete or return your data in line with the retention schedule in our Privacy Policy. Fees already incurred remain payable.

14. Changes to these Terms

We may update these Terms. For material changes we will give at least 30 days' notice by email or in-app notice before they take effect. Continued use after that date constitutes acceptance. If you do not accept a material change, you may terminate before it takes effect and receive a pro-rata refund of prepaid fees.

15. Governing law and venue

These Terms are governed by Danish law, excluding its conflict-of-law rules and the CISG. The courts of Copenhagen, Denmark have exclusive jurisdiction, without prejudice to either party seeking injunctive relief where necessary.

16. Contact

Zuzana AI ApS Vejlevangen 6, 2840 Holte, Denmark CVR-nr. 45761398 General: support@zuzana.ai Data protection: dpo@zuzana.ai