Terms of Service

1. The agreement

These Terms of Service (the “Terms”) are an agreement between Tech Avenue Labs (“ZebChat”, “we”, “us”) and the person or organization that creates an account or uses the Service (“you” or the “Customer”). The “Service” means the ZebChat website chat widget, the web dashboard, the mobile apps, the APIs and webhooks, the AI assistant features and related services.

If you accept these Terms on behalf of a company or other organization, you confirm that you are authorized to bind it. Our Privacy Policy, Acceptable Use Policy, Data Processing Agreement and Refund Policy form part of these Terms. If you have signed an order form with us (for example for Enterprise), the order form prevails where it differs.

2. The Service

ZebChat lets you add a chat widget to your websites, see and talk to your visitors, route conversations to your team, answer from the web or our Android and iOS apps, connect an AI assistant using your own AI provider key, and integrate with your systems through the API and webhooks.

We improve the Service continuously and may add, change or remove features. Features marked as “beta”, “preview” or “coming soon” may be incomplete, may change and are not part of any plan until we release them. We will not materially reduce the core functionality of a paid plan during a paid billing period without notice.

3. Accounts and organizations

You must provide accurate information, keep your password and API keys secure and tell us promptly about any unauthorized use. You are responsible for everything done under your account and organization.

The person who creates an organization is its owner. Owners and admins decide who is invited and which role each member has, and are responsible for their members’ use of the Service. You must be at least 16 years old (or the age of digital consent where you live) to create an account.

4. Plans, billing and renewals

The Free plan costs nothing and has the limits shown on our pricing page. Paid plans are billed in advance, monthly or yearly, through our payment providers (Stripe for cards and PayPal). Subscriptions renew automatically at the end of each billing period until you cancel.

• Prices are shown in US dollars and exclude taxes unless stated otherwise. You are responsible for applicable taxes.
• When you change plans, the payment provider calculates any proration; some changes need your approval at the provider.
• If a payment fails, your paid plan keeps working during a grace period while the provider retries. If payment still fails, your organization moves to the Free plan and its limits apply.
• We may change prices for future billing periods with at least 30 days’ notice by email or in the dashboard. The new price applies from your next renewal.
• Plan limits (agents, websites, conversations, storage) are enforced by the Service. If you exceed a limit, some actions may be blocked until you upgrade or usage resets.

Cancellations and refunds are described in our Refund Policy.

5. Acceptable use

You must use the Service lawfully and in line with our Acceptable Use Policy. You may not attempt to access other customers’ data, disrupt or overload the Service, circumvent limits or security measures, or use the Service to send spam or unlawful content.

6. Your data and your visitors

You keep all rights to the content you and your visitors submit to the Service, including conversations, files, visitor data and knowledge-base content (“Customer Data”). You grant us a limited licence to host, process and transmit Customer Data only as needed to provide, secure and support the Service and as you instruct.

For personal data in Customer Data you are the controller and we are your processor. Our Data Processing Agreement applies automatically. You are responsible for having a lawful basis to collect your visitors’ data, for informing them (for example in your own privacy policy) and, where the law requires it, for obtaining their consent before the widget stores or tracks anything. The widget’s cookie-consent mode helps you do this.

You can export and erase a visitor’s data with the tools in the Service, and choose how long ended conversations are kept.

7. AI assistant and third-party services

The AI assistant works only with an API key that you provide for a third-party AI provider, such as Anthropic (Claude), OpenAI or Voyage AI. When you add a key, you instruct us to send the relevant conversation content and knowledge-base excerpts to that provider. Your agreement with the provider governs its processing and its charges, which the provider bills to you directly. ZebChat does not charge for AI usage.

AI output can be inaccurate or incomplete. You are responsible for configuring the assistant, reviewing its behaviour, telling visitors where required that they are talking to an AI, and for any actions or endpoints you allow it to call. Webhooks and AI actions send data to endpoints you choose; you are responsible for those endpoints.

8. Mobile apps

Our Android and iOS apps are part of the Service. The terms of the app store you download them from also apply. Push notifications are delivered through Google Firebase Cloud Messaging and Apple’s push service and may contain a short preview of a conversation; you can change notification preferences in the apps and the dashboard.

9. Our intellectual property

The Service, including its software, design and documentation, belongs to us and our licensors. We grant you a non-exclusive, non-transferable right to use it during your subscription under these Terms. You may not copy, resell, reverse engineer or build a competing product from the Service, except as the law allows. If you send us feedback, we may use it without obligation to you.

10. Confidentiality

Each party will protect the other’s confidential information with reasonable care, use it only to perform under these Terms and disclose it only to people who need to know it and are bound by similar obligations, or where the law requires it.

11. Availability and support

We work to keep the Service available, secure and fast, but we do not promise it will be uninterrupted or error-free unless a written service level agreement says otherwise. We may carry out maintenance and will try to announce planned maintenance in advance in the dashboard and apps. Support is provided by email; Pro and Enterprise customers receive priority support.

12. Suspension and termination

You can stop using the Service at any time, cancel your subscription, ask us to delete your organization and delete your account yourself. We may suspend or terminate your access if you seriously or repeatedly breach these Terms, fail to pay, put the Service or others at risk, or if the law requires it. Where reasonable we will warn you first and give you a chance to fix the problem.

While an organization is suspended, the widget and team access stop, but owners can still reach billing. Before you leave, you can export data with the tools in the Service and, on plans that include it, the API. When an organization is deleted, we delete its Customer Data and files, except copies we must keep by law and backups that expire on their normal schedule.

13. Disclaimers

Except as expressly stated in these Terms, the Service is provided “as is” and “as available”, and we disclaim all implied warranties, including merchantability, fitness for a particular purpose and non-infringement, to the extent the law allows. Nothing in these Terms limits rights you have as a consumer that cannot be excluded.

14. Limitation of liability

To the extent the law allows, neither party is liable for indirect, incidental, special or consequential damages, or for lost profits, revenue or data, and each party’s total liability under these Terms is limited to the amounts you paid us for the Service in the 12 months before the event giving rise to the claim. These limits do not apply to your payment obligations, to breaches of the Acceptable Use Policy, or to liability that cannot be limited by law, such as for fraud or for death or personal injury caused by negligence.

15. Indemnity

You will defend and indemnify us against third-party claims arising from Customer Data, your websites, your use of the Service in breach of these Terms or the law, or the endpoints and AI providers you connect.

16. Governing law

These Terms are governed by the laws of India, and the courts of Hyderabad, Telangana, India have exclusive jurisdiction. If a provision is found unenforceable, the rest of the Terms remain in effect.

17. Changes to these Terms

We may update these Terms. For material changes we will give at least 30 days’ notice by email or in the dashboard before they take effect. If you do not agree, you can cancel before the change applies. Questions about these Terms: [email protected].