Acceptable Use Policy

1. Introduction

This Acceptable Use Policy ("AUP") defines the permitted and prohibited uses of all services provided by ZenFlowPro Ltd (company number SC879068), a company registered in Scotland with its registered office at 5 South Charlotte Street, Edinburgh, EH2 4AN ("ZenFlowPro", "we", "us").

This policy applies to all customers, their authorised end users, and anyone who accesses or interacts with the ZenFlowPro platform, including our AI chatbot assistants, APIs, dashboards, and related services.

By using our services, you agree to comply with this AUP. This policy supplements our Terms of Service and should be read alongside our Privacy Policy and Data Processing Agreement.

2. Acceptable Use

You agree to:

• Use the service for legitimate business purposes only
• Ensure all staff members and end users comply with this policy
• Maintain the security of your account credentials and access tokens
• Report any security vulnerabilities or breaches to us promptly
• Comply with all applicable laws and regulations, including UK GDPR and the Data Protection Act 2018
• Respect the intellectual property rights of ZenFlowPro and third parties

3. Prohibited Activities

The following activities are strictly prohibited:

3.1 Illegal Content

Using the service to store, transmit, process, or generate any content that is unlawful under applicable law, including the laws of Scotland and any other relevant jurisdiction.

3.2 Harassment & Abuse

Using the AI assistant or any part of the platform to harass, threaten, bully, or intimidate any person.

3.3 Spam

Sending automated mass messages, unsolicited bulk communications, or using the service to facilitate spam of any kind.

3.4 Malicious Use

Attempting to use the AI to generate harmful content, including but not limited to: malware instructions, weapons information, instructions for illegal activities, or content designed to cause real-world harm.

3.5 Reverse Engineering

Decompiling, disassembling, reverse engineering, or attempting to derive source code from the platform, its models, or its algorithms.

3.6 Unauthorised Access

Attempting to access other customers' data, accounts, admin systems, or any part of the infrastructure you are not authorised to use.

3.7 DDoS & Load Testing

Intentionally overloading or stress-testing the service infrastructure without prior written approval from ZenFlowPro.

3.8 Data Mining & Scraping

Automated scraping, bulk downloading, or systematic extraction of content or data from the service.

3.9 Impersonation

Misrepresenting the AI assistant as a human, or presenting it as a licensed professional (solicitor, physician, financial adviser, etc.) where such representation could mislead users.

3.10 Circumvention

Bypassing or attempting to bypass usage limits, rate limiting, security measures, authentication mechanisms, or access controls.

3.11 High-Risk Automated Decisions

Using the AI chatbot for solely automated decision-making that produces legal effects or similarly significant effects on individuals (such as automated eligibility assessments, credit decisions, employment screening, or insurance underwriting) without implementing appropriate safeguards, including meaningful human oversight, the right to human review, and transparent disclosure to affected individuals. Customers using the Service in domains classified as high-risk under the EU AI Act (Regulation 2024/1689) Annex III must ensure compliance with all applicable high-risk AI system obligations.

4. Fair Use Limits

• Each subscription plan includes defined usage limits (credits, Whisper transcription minutes, TTS characters, API calls). These limits are published on your plan details page.
• Exceeding your plan limits will incur overage charges at the rates published in your service agreement.
• ZenFlowPro may throttle or temporarily suspend service access if usage patterns suggest abuse, bot-driven activity, or intentional overuse.
• Automated or scripted interactions with the platform must be disclosed to and approved by ZenFlowPro in advance.
• A single account may not be shared across multiple businesses or legal entities.

5. AI-Specific Rules

Given the AI-powered nature of our services, the following additional rules apply:

• No illegal content generation — Do not use the service to produce content that violates any applicable laws or regulations.
• Not professional advice — AI outputs must not be relied upon as legal, medical, financial, or other professional advice. Always consult a qualified professional.
• Review before acting — You are responsible for reviewing all AI-generated outputs before acting on them or sharing them with third parties.
• Disclosure obligations — Where the law requires disclosure that content is AI-generated, you must not present AI outputs as human-authored.
• No manipulation — Do not intentionally train, prompt-inject, or manipulate the AI to produce biased, discriminatory, or harmful outputs.
• AI transparency — You must not disable, hide, or circumvent any "AI-powered" indicators or transparency labels provided by the Service. In compliance with the EU AI Act (Article 50), end users must always be informed that they are interacting with an AI system, not a human.
• High-risk domain safeguards — If you deploy the chatbot in a high-risk domain (including but not limited to healthcare, legal services, financial advice, employment, education, or insurance), you must implement appropriate human oversight, display clear disclaimers, and ensure that the chatbot is not the sole basis for decisions with legal or similarly significant effects on individuals.
• AI-generated content labelling — Where applicable law requires disclosure that content is AI-generated (including the EU AI Act transparency obligations effective from August 2026), you must not present AI-generated outputs as human-authored or remove machine-readable AI content labels.

6. Security Obligations

As a customer, you are responsible for maintaining appropriate security practices:

• Keep all login credentials confidential and do not share them with unauthorised individuals
• Notify ZenFlowPro immediately upon discovering or suspecting any security breach affecting your account
• Do not share, publish, or expose access tokens, API keys, or webhook secrets
• Use strong, unique passwords for all admin and user accounts
• Regularly review and update staff access permissions, revoking access for departed employees promptly

7. Enforcement

ZenFlowPro enforces this policy through a graduated response:

1. Warning — A first-time or minor violation will typically result in a written warning with a request to remedy the issue.
2. Temporary Suspension — Repeated violations or a single serious breach may result in temporary suspension of your service access pending investigation.
3. Termination — Severe, ongoing, or wilful violations may result in immediate termination of your account and forfeiture of any prepaid fees.

ZenFlowPro reserves the right to investigate suspected violations and take any action we deem appropriate, including removing content, restricting access, or disabling accounts.

Where required by law or in cases involving criminal activity, ZenFlowPro may cooperate with law enforcement authorities and disclose relevant account information.

8. Reporting Violations

If you become aware of any violation of this policy, please report it to us at abuse@zfp.cz.

Please include as much detail as possible: the nature of the violation, any relevant account identifiers, timestamps, and supporting evidence. We will investigate all reports promptly and confidentially.

9. Changes to This Policy

ZenFlowPro may update this Acceptable Use Policy from time to time. We will provide at least 30 days' notice of any material changes via email to the address associated with your account.

Continued use of the service after the effective date of any changes constitutes your acceptance of the updated policy.