Terms of Service

1. Definitions

In these Terms, the following words and expressions shall have the meanings set out below unless the context otherwise requires:

"Service"

The ZenFlowPro AI chatbot platform, including all associated software, APIs, web interfaces, integrations, documentation, and support services provided by ZenFlowPro to the Customer.

"Customer"

The business entity, organisation, or sole trader that registers for and subscribes to the Service. The Customer is the contracting party bound by these Terms.

"End User"

Any individual who interacts with the Service on behalf of or through the Customer, including the Customer's employees, agents, contractors, and website visitors who engage with the Customer's chatbot widget.

"Account"

The Customer's registered account on the ZenFlowPro platform, through which the Customer accesses and manages the Service.

"Subscription Plan"

The specific tier of Service selected by the Customer, together with the associated features, usage limits, and pricing, as displayed in the Customer Portal at the time of purchase.

"Customer Data"

All data, content, files, documents, and information uploaded to or generated within the Service by or on behalf of the Customer, including knowledge base content, conversation logs, and configuration settings.

"AI Output"

Any text, analysis, summary, suggestion, or other content generated by the Service's artificial intelligence components in response to End User interactions or Customer instructions.

"DPA"

Data Processing Agreement, a separate document governing the processing of personal data under the Service.

"Billing Period"

The recurring period (monthly or annual) for which the Customer is billed, as determined by the selected Subscription Plan.

"Add-On Module"

An optional, separately purchased extension to the Service that provides additional functionality beyond the features included in the Customer's Subscription Plan. Add-On Modules are billed as separate recurring subscriptions and are subject to the terms of Section 4.1.

2. Service Description

ZenFlowPro provides an AI-powered chatbot platform designed for business use. The Service includes the following core capabilities:

• AI Chatbot Engine — A conversational AI assistant that responds to End User queries based on the Customer's configured knowledge base and instructions.
• Knowledge Base Management — Tools for the Customer to upload, organise, and maintain reference documents and data that inform the chatbot's responses.
• Staff Login and Administration — A secure administrative interface allowing authorised Customer personnel to manage settings, view analytics, and configure the chatbot's behaviour.
• Web Widget — An embeddable chat widget that the Customer can deploy on their own websites to enable End User interactions.
• Microsoft 365 Integration (optional) — Integration with Microsoft 365 services, including calendar, email, and document libraries, subject to the Customer's M365 subscription and permissions.
• Speech Services (where available) — Voice transcription (Whisper) and text-to-speech capabilities, subject to plan-specific usage limits.

The Service is hosted on Microsoft Azure cloud infrastructure. ZenFlowPro reserves the right to modify, enhance, or discontinue specific features of the Service with reasonable notice to Customers.

3. Account Registration

To use the Service, the Customer must create an Account by providing accurate and complete information. By registering, the Customer represents and warrants that:

1. The Customer is a business entity, organisation, or sole trader. The Service is not intended for personal or consumer use.
2. The individual registering the Account is authorised to bind the Customer to these Terms.
3. All registration information provided is accurate, current, and complete, and the Customer will promptly update such information if it changes.
4. The Customer has verified their email address through the verification process provided during registration.
5. The Customer will maintain the confidentiality of their Account credentials and is responsible for all activity that occurs under their Account.

ZenFlowPro reserves the right to refuse registration or suspend any Account that we reasonably believe violates these Terms or poses a security risk.

4. Subscription Plans

The Service is offered under multiple Subscription Plans, each with different features, usage limits, and pricing tiers. The Customer selects their Subscription Plan during registration or through the Customer Portal.

Each Subscription Plan may include (depending on the selected tier):

• AI chatbot with knowledge base
• Customisable web widget
• Optional Add-On Modules (see Section 4.1)
• Service Level Agreement (varies by plan)

The complete and up-to-date list of available Subscription Plans, their features, usage limits, and pricing is published on the ZenFlowPro website and displayed in the Customer Portal. This information may be updated from time to time with reasonable notice. Annual billing is offered at a discounted rate compared to monthly billing.

The Customer may upgrade their Subscription Plan at any time. Upgrades take effect immediately, with the price difference prorated for the remainder of the current Billing Period. Downgrades take effect at the start of the next Billing Period.

4.1 Add-On Modules

In addition to the base Subscription Plan, the Customer may purchase optional Add-On Modules to extend the Service's functionality. The following terms apply to Add-On Modules:

• Availability — The current catalogue of Add-On Modules, together with their pricing and feature descriptions, is published on the ZenFlowPro website and within the Customer Portal. ZenFlowPro may introduce new Add-On Modules or discontinue existing ones with reasonable notice.
• Activation — Add-On Modules are activated upon successful payment. Each Add-On Module is billed as a separate monthly subscription in addition to the base Subscription Plan fee.
• Prerequisites — Certain Add-On Modules may require other modules or specific plan features to be active. Prerequisites are indicated in the Customer Portal. The Customer must maintain the required prerequisites for the duration of any dependent module's subscription.
• Cancellation of Add-On Modules — The Customer may cancel any Add-On Module at any time through the Customer Portal. Cancellation of an Add-On Module follows the same terms as cancellation of the base Subscription Plan under Section 8:
  • Cancellation takes effect at the end of the current Billing Period for that Add-On Module.
  • The Customer retains full access to the Add-On Module's functionality until the end of the paid period.
  • No prorated refunds are provided for partial Billing Periods.
• Dependency Constraints — If an Add-On Module is a prerequisite for another active Add-On Module, the Customer must first cancel the dependent module before cancelling the prerequisite module.
• Effect on Base Plan Cancellation — If the Customer cancels their base Subscription Plan, all associated Add-On Module subscriptions will also be cancelled at the end of the base plan's Billing Period.

5. Free Trial

ZenFlowPro offers a free trial period of fourteen (14) days for new Customers. The following terms apply to the free trial:

5.1 Trial Registration

• A valid payment method (credit or debit card) is required at the time of trial registration. No charges will be made during the trial period.
• The trial provides access to the Service with usage limits as specified at the time of registration (typically 200 credits over 14 days).
• The free trial is limited to one trial per Customer (including affiliates and related entities).

5.2 Automatic Conversion to Paid Subscription

• Unless the Customer cancels before the end of the trial period, the trial will automatically convert to a paid Subscription at the rate displayed during registration.
• The Customer's payment method on file will be charged the applicable Subscription fee upon conversion.
• ZenFlowPro will send a reminder email at least three (3) days before the trial period ends, clearly stating the date and amount of the upcoming charge.

5.3 Cancellation During Trial

• The Customer may cancel the trial at any time before the trial period ends through the Client Portal or by contacting ZenFlowPro at info@zfp.cz. No charges will be incurred if cancelled before the trial ends.
• Upon cancellation, the Account will be deactivated at the end of the trial period. The Customer retains access to the Service for the remainder of the trial.

5.4 Post-Conversion Refund Right

• If the Customer is charged after the trial period and did not intend to continue, they may request a full refund within fourteen (14) days of the first charge by contacting ZenFlowPro at info@zfp.cz.
• This refund right applies only to the first charge following the trial period and does not extend to subsequent billing cycles.

5.5 General

• ZenFlowPro reserves the right to limit, modify, or discontinue the free trial offering at any time without prior notice.

Customer Data uploaded during the trial will be retained for thirty (30) days following trial expiry or cancellation, after which it may be permanently deleted.

6. Payments and Invoicing

6.1 Payment Processing

All payments are processed securely through Stripe. By subscribing to a paid plan, the Customer authorises ZenFlowPro to charge the Customer's designated payment method in accordance with the selected Subscription Plan and Billing Period.

6.2 Billing Cycle

Subscription fees are billed in advance at the start of each Billing Period (monthly or annual, as selected). Subscriptions auto-renew at the end of each Billing Period unless cancelled by the Customer in accordance with Section 8.

6.3 Invoicing for Czech Clients

For Customers with a registered business address in the Czech Republic:

• Invoices are issued through Fakturoid in compliance with Czech tax regulations.
• All prices are subject to Czech VAT at 21%, which will be added to the invoice amount.
• Invoices are issued in CZK or EUR as agreed with the Customer.

6.4 Invoicing for UK and EU Clients

For Customers registered outside the Czech Republic:

• UK Customers are invoiced in GBP. EU Customers are invoiced in EUR.
• For EU business Customers with a valid VAT identification number, the reverse charge mechanism applies and no VAT will be charged on the invoice.
• UK Customers will be invoiced exclusive of VAT where the reverse charge mechanism applies, or inclusive of UK VAT where required by law.

6.5 Late Payments

If a payment fails or is overdue, ZenFlowPro will notify the Customer and provide a grace period of seven (7) days. If payment is not received within the grace period, ZenFlowPro may suspend access to the Service until the outstanding amount is settled. Continued non-payment for thirty (30) days may result in Account termination.

7. Usage Limits and Overage

Each Subscription Plan includes specified usage limits, which may include (but are not limited to):

• Credits — The maximum number of usage credits per Billing Period. One credit equals approximately one standard chatbot interaction; complex queries or document analysis may consume multiple credits.
• Whisper Minutes — The maximum number of audio transcription minutes per Billing Period.
• TTS Characters — The maximum number of text-to-speech characters per Billing Period.

Current usage limits for each plan are published on the ZenFlowPro website and may be updated from time to time with reasonable notice.

7.1 Overage

If the Customer exceeds the usage limits included in their Subscription Plan:

1. Overage charges will be applied automatically at the published overage rates.
2. Overage charges are calculated and billed at the end of the Billing Period in which the overage occurred, or at the next invoice cycle.
3. The Customer can monitor their usage in real-time through the administrative dashboard.
4. ZenFlowPro may notify the Customer when usage approaches or exceeds plan limits, but the Customer remains responsible for monitoring their own usage.

7.2 Voice Module

The Voice Module is an optional Add-On providing premium text-to-speech (TTS) capabilities powered by professional voice synthesis. The module is billed as a fixed monthly fee. Voice usage (API calls and credits) is managed through the Customer's own AI provider connection and is not included in the module price.

The Customer may activate or deactivate the Voice Module at any time through the Customer Portal. When deactivated, text-based chat functionality continues to operate normally.

7.2.1 Usage Monitoring

Voice usage statistics are available in the Customer Portal for informational purposes. The Customer is responsible for managing their own API usage limits through their provider dashboard.

7.2.2 Anomaly Detection and IP Blocking

ZenFlowPro employs automated monitoring to detect unusual voice usage patterns. If anomalous activity is detected (e.g., sustained high-volume usage from a single source), ZenFlowPro reserves the right to:

• Send the Customer an alert notification.
• Temporarily block the originating IP address to prevent abuse.

Such protective measures are taken in good faith to safeguard the Customer's account and do not constitute a breach of this Agreement.

8. Cancellation and Refunds

The Customer may cancel their Subscription Plan at any time through the Account settings or by contacting support. The following terms apply:

• Cancellation takes effect at the end of the current Billing Period. The Customer retains full access to the Service until the end of the period for which they have already paid.
• No prorated refunds are provided for partial Billing Periods.
• Any outstanding overage charges incurred prior to cancellation remain due and payable.
• Annual subscriptions may be cancelled at any time, but will remain active until the end of the annual Billing Period.
• Cancellation of individual Add-On Modules is governed by Section 4.1 and follows the same principles as set out in this Section 8.

Following cancellation, the Customer's data will be handled in accordance with Section 16 (Post-Termination). No refunds shall be issued for service disruptions caused by third-party outages or Force Majeure Events as defined in Sections 17 and 18.

9. AI Disclaimer

9.1 No Guarantee of Accuracy

ZenFlowPro does not guarantee the accuracy, completeness, reliability, or correctness of any AI Output generated by the Service. AI technology is inherently probabilistic and may produce responses that are inaccurate, incomplete, misleading, or entirely incorrect.

The Service is designed to distinguish between verified and unverified information. Where a response is based on verified sources (such as the Customer's knowledge base, uploaded documents, or standard operating procedures), the Service will endeavour to cite the relevant source. This mechanism is intended to reduce the risk of inaccuracy and help End Users assess the reliability of AI Output. However, the inclusion of source references does not constitute a guarantee of accuracy, and this Section 9 applies in full to all AI Output, whether or not a source is cited.

9.2 Informational Purpose Only

All AI Output is provided for informational purposes only and does not constitute professional advice of any kind, including but not limited to legal, financial, medical, tax, or regulatory advice. The Customer must not rely on AI Output as a substitute for qualified professional consultation.

9.3 Customer Responsibility

The Customer bears full and sole responsibility for:

• Evaluating and verifying all AI Output before acting upon it or presenting it to third parties.
• Any decisions made, actions taken, or omissions based on AI Output.
• Ensuring that the use of AI Output complies with all applicable laws, regulations, and industry standards.
• The accuracy and appropriateness of the knowledge base content provided to the Service.

9.4 Exclusion of Liability for AI Output

To the fullest extent permitted by applicable law, ZenFlowPro shall not be liable for any loss, damage, cost, expense, claim, or liability of any kind arising from or in connection with:

• Inaccuracies, errors, or omissions in AI Output.
• The Customer's or any End User's reliance on AI Output.
• Decisions made or actions taken based on AI Output.
• Any failure of the AI to respond appropriately or at all.

9.5 AI Output Ownership

As between the parties, the Customer receives all rights that ZenFlowPro is able to grant in AI Output generated for the Customer through the Service. However, ZenFlowPro makes no representation or warranty that any AI Output is unique, original, or non-infringing. The same or similar AI Output may be generated for other customers. The Customer acknowledges that the nature of generative AI technology means that outputs are not guaranteed to be unique.

9.6 No Indemnification for AI-Generated Content

ZenFlowPro does not indemnify the Customer against third-party claims alleging that AI Output infringes such third party's intellectual property rights. The probabilistic nature of generative AI technology prevents any guarantee of non-infringement for AI-generated content. The Customer is solely responsible for reviewing and verifying AI Output before use.

9.7 EU AI Act Transparency

In compliance with the EU AI Act (Regulation 2024/1689), the Service includes transparency mechanisms to ensure that individuals interacting with the chatbot are informed they are communicating with an AI system. The Customer shall not disable, obscure, or circumvent any AI transparency indicators provided by the Service. For further details, see our Data Processing Agreement.

10. Limitation of Liability

10.1 Maximum Aggregate Liability

To the maximum extent permitted by applicable law, ZenFlowPro's total aggregate liability to the Customer for all claims arising out of or in connection with these Terms or the Service, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall not exceed the total fees paid by the Customer to ZenFlowPro in the twelve (12) months immediately preceding the event giving rise to the claim.

10.2 Exclusion of Indirect and Consequential Damages

To the maximum extent permitted by applicable law, ZenFlowPro shall not be liable for any:

• Indirect, incidental, special, or consequential damages.
• Loss of profits, revenue, or anticipated savings.
• Loss of data or corruption of data.
• Loss of goodwill or reputation.
• Business interruption or loss of business opportunity.
• Cost of procurement of substitute goods or services.

These exclusions apply regardless of whether ZenFlowPro has been advised of the possibility of such damages and regardless of the legal theory upon which the claim is based.

10.3 "As Is" Provision

Except as expressly set out in these Terms, the Service is provided "as is" and "as available", without warranties of any kind, whether express, implied, or statutory, including but not limited to implied warranties of merchantability, fitness for a particular purpose, and non-infringement. Nothing in these Terms excludes or limits any warranty or liability that cannot be excluded or limited under applicable law, including under the Consumer Rights Act 2015 (to the extent applicable).

10.4 Exceptions

Nothing in these Terms excludes or limits ZenFlowPro's liability for:

• Death or personal injury caused by negligence.
• Fraud or fraudulent misrepresentation.
• Any other liability that cannot be excluded or limited under the laws of Scotland.

11. Service Level Agreement

11.1 Standard Plans

For Customers on Subscription Plans that do not include an SLA uptime commitment (as indicated in the Customer Portal), ZenFlowPro will use commercially reasonable efforts to maintain the availability of the Service. These plans do not include a specific uptime commitment or service credits. ZenFlowPro will endeavour to notify Customers of planned maintenance windows in advance where practicable.

11.2 Plans with SLA Uptime Commitment

For Customers on Subscription Plans that include an SLA uptime commitment (as indicated in the Customer Portal), ZenFlowPro commits to a monthly uptime target of 99.5%, measured as follows:

• Uptime Percentage = ((Total Minutes in Month − Downtime Minutes) / Total Minutes in Month) × 100
• Downtime excludes scheduled maintenance (with at least 48 hours' prior notice), force majeure events, and any issues arising from the Customer's own infrastructure or third-party services.

11.3 SLA Service Credits

If ZenFlowPro fails to meet the 99.5% uptime target for Customers with an SLA uptime commitment in any given calendar month, the Customer may request service credits as follows:

Service credits must be requested in writing within thirty (30) days of the end of the affected month. The total credits issued in any month shall not exceed 30% of the monthly fee for that month.

11.4 Credit Redemption Mechanism

This Section 11.4 applies to all Subscription Plans. While SLA-based service credits under Section 11.3 are exclusive to Customers with an SLA uptime commitment, goodwill credits (Section 17.3) or other discretionary credits may be granted to Customers on any plan. All such credits, regardless of origin, shall be redeemed as follows:

• Default method — Additional usage allowance: Service credits are converted into additional usage allowance (chat credits, Whisper minutes, or TTS characters) for the next Billing Period, calculated at the applicable overage rate for the Customer's Subscription Plan. For example, a £10 service credit converts to approximately 33 additional chat credits (at the overage rate of £0.30 per credit equivalent).
• Alternative method — Invoice credit: At the Customer's written request, credits may instead be applied as a monetary deduction from the next invoice. The Customer must notify ZenFlowPro of their preferred redemption method within fourteen (14) days of receiving the credit notification. If no preference is stated, the default method (additional usage allowance) shall apply.

Service credits:

• Are not redeemable for cash and cannot be transferred to another account.
• Expire if not used within three (3) Billing Periods from the date of issuance.
• Cannot be combined to exceed the total monthly subscription fee for any single Billing Period.
• Are visible to the Customer through the administrative dashboard under the billing section.

11.5 Overage and Credit Interaction

Where a Customer has both outstanding service credits and overage charges in the same Billing Period:

1. Service credits shall be applied first to offset any overage charges.
2. Any remaining credit balance after offsetting overage charges shall carry forward to the next Billing Period (subject to the expiry period in Section 11.4).
3. If overage charges exceed available credits, the net overage amount shall be invoiced in the normal course.

12. Data Protection and GDPR

12.1 Roles and Responsibilities

With respect to personal data processed through the Service:

• The Customer is the Data Controller, determining the purposes and means of processing personal data.
• ZenFlowPro is the Data Processor, processing personal data on behalf of the Customer in accordance with the Customer's instructions and these Terms.

12.2 Data Processing Agreement

The processing of personal data is governed by a separate Data Processing Agreement (DPA), which forms part of these Terms. The DPA is available at /legal/dpa.html and sets out the specific obligations and rights of each party with respect to data protection.

12.3 Data Storage and Infrastructure

All Customer Data is stored on Microsoft Azure cloud infrastructure. ZenFlowPro will ensure that data is stored in data centre regions consistent with the Customer's requirements and applicable data protection laws.

12.4 Data Retention

Conversation data (chat logs between End Users and the chatbot) is retained for a maximum of ninety (90) days from the date of the conversation, unless a different retention period is configured by the Customer through the administrative dashboard. The Customer may configure shorter retention periods at any time.

12.5 Data Export and Deletion

The Customer has the right to:

• Export their Customer Data at any time during the term of the subscription through the administrative dashboard or by written request to ZenFlowPro.
• Request deletion of specific data or all Customer Data upon termination of the Account, subject to Section 16.

12.6 Compliance

ZenFlowPro is committed to compliance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and the EU General Data Protection Regulation (EU GDPR) where applicable. The Customer is responsible for ensuring that their use of the Service complies with all applicable data protection laws in their jurisdiction.

12.7 Pre-Chat Consent

ZenFlowPro provides a configurable pre-chat consent notice within the chatbot widget. This notice informs end users that they are interacting with an AI-powered system and that their messages will be processed. The Customer may customise the content and appearance of this notice through the administrative dashboard.

12.8 End-Customer Consent

The Customer, as the Data Controller, is solely responsible for ensuring that a lawful basis exists under applicable data protection law for the collection and processing of end user personal data through the chatbot widget. This includes, where required, obtaining appropriate consents from end users and providing adequate privacy notices on the Customer's own website.

12.9 Widget Privacy Notice

ZenFlowPro provides template privacy notice text that Customers may use or adapt for their own chatbot widget deployment. The template is available through the administrative dashboard. ZenFlowPro does not accept responsibility for the Customer's compliance with data protection obligations in relation to their end users; this remains the Customer's responsibility as Data Controller.

13. Intellectual Property Rights

13.1 Customer Data

The Customer retains all rights, title, and interest in and to their Customer Data. Nothing in these Terms transfers ownership of Customer Data to ZenFlowPro.

13.2 ZenFlowPro Platform

ZenFlowPro retains all rights, title, and interest in and to the Service, including but not limited to:

• The ZenFlowPro platform, software, and source code.
• All AI models, algorithms, and machine learning components.
• All improvements, enhancements, modifications, and derivative works of the foregoing, regardless of whether such improvements were informed by Customer feedback or usage patterns.
• All trademarks, service marks, logos, and brand elements associated with ZenFlowPro.

13.3 Licence Grant by Customer

The Customer grants ZenFlowPro a non-exclusive, worldwide, royalty-free licence to use, process, store, and display the Customer Data solely for the purposes of providing, maintaining, and improving the Service, including the right to anonymise and aggregate Customer Data into De-Identified Data as described in Section 13.5. This licence terminates upon termination of the Customer's Account and deletion of the Customer Data in accordance with these Terms, except that the licence in respect of De-Identified Data shall survive termination.

13.4 Feedback

If the Customer provides suggestions, ideas, or feedback regarding the Service, ZenFlowPro may use such feedback without restriction or obligation to the Customer.

13.5 Aggregated and De-Identified Data

"De-Identified Data" means information derived from Customer Data that has been aggregated and modified so that it does not include (i) any personally identifiable information of any natural person, or (ii) the identity of the Customer or any other entity.

ZenFlowPro shall have the right to collect, compile, and aggregate Customer Data and usage data into De-Identified Data. ZenFlowPro retains all ownership rights in and to De-Identified Data.

ZenFlowPro may use De-Identified Data for any lawful purpose, including without limitation: analytics, benchmarking, service improvement, AI model training, research, and industry reporting. ZenFlowPro will apply appropriate technical measures to ensure that De-Identified Data cannot reasonably be used to identify the Customer or any individual, including removal of all personal identifiers and application of minimum group sizes.

The Customer may opt out of having its data included in future De-Identified Data by providing written notice to privacy@zfp.cz. Previously created De-Identified Data that is already aggregated and from which the Customer's data cannot be separated shall not be affected.

14. Fair Use and Acceptable Use

The Customer agrees to use the Service responsibly and in compliance with all applicable laws. The following activities are strictly prohibited:

• Spam and Abuse — Using the Service to send unsolicited messages, generate spam, or engage in any form of automated mass communication.
• Illegal Content — Uploading, transmitting, or generating content that is unlawful, harmful, threatening, abusive, defamatory, obscene, or otherwise objectionable under applicable law.
• Reverse Engineering — Attempting to reverse engineer, decompile, disassemble, or otherwise derive the source code, algorithms, or underlying structure of the Service or its AI models.
• Service Disruption — Engaging in any activity that disrupts, degrades, or interferes with the Service, including but not limited to denial-of-service (DDoS) attacks, excessive automated requests, or deliberate exploitation of vulnerabilities.
• Circumvention — Attempting to bypass or circumvent usage limits, authentication mechanisms, security controls, or any other technical measures implemented by ZenFlowPro.
• Resale — Reselling, sublicensing, or making the Service available to third parties without ZenFlowPro's prior written consent, except through the intended web widget functionality.
• Harmful Use — Using the Service to develop, train, or improve competing AI products or services without ZenFlowPro's prior written consent.

ZenFlowPro reserves the right to investigate suspected violations and to take appropriate action, including suspension or termination of the Account. A full Acceptable Use Policy is available at /legal/aup.html.

15. Termination by ZenFlowPro

15.1 Termination with Notice

ZenFlowPro may terminate the Customer's Account and these Terms by providing thirty (30) days' written notice to the Customer's registered email address. In such cases, ZenFlowPro will refund any prepaid fees for the period after the effective date of termination.

15.2 Termination for Material Breach

ZenFlowPro may terminate the Customer's Account and these Terms immediately and without notice if the Customer:

• Commits a material breach of these Terms and fails to remedy such breach within fourteen (14) days of receiving written notice of the breach.
• Engages in activities that pose an immediate security risk to the Service, other customers, or third parties.
• Uses the Service for illegal purposes or in a manner that violates the Acceptable Use Policy.
• Fails to pay outstanding fees for more than thirty (30) days after the due date.
• Becomes insolvent, enters into administration, or is subject to a winding-up order.

15.3 Effect of Termination

Upon termination of these Terms (whether by the Customer or by ZenFlowPro), the Customer's right to access and use the Service immediately ceases, subject to Section 16 (Post-Termination).

16. Post-Termination

16.1 Widget Deactivation

Following termination or expiry of the Customer's Account, the chatbot widget will be automatically deactivated on all pages where it was deployed. The widget will stop appearing to website visitors without requiring any action from the Customer. The Customer is nonetheless required to remove the embedded widget code from their pages within a reasonable period after termination. ZenFlowPro will provide the Customer with widget removal instructions as part of the termination notice.

16.2 Data Export Window

Following termination or expiry of the Customer's Account, ZenFlowPro will maintain the Customer Data for a period of thirty (30) days (the "Export Window"). During the Export Window:

• The Customer may request an export of their Customer Data by contacting ZenFlowPro at the email address specified in Section 22, or through the export function in the Client Portal.
• The Client Portal will remain accessible in read-only mode — the Customer may view their data, history, and invoices, but cannot make changes or use the Service.

16.3 Permanent Deletion

After the expiry of the thirty (30) day Export Window, ZenFlowPro will permanently and irrecoverably delete all Customer Data from its systems, including all backups, with the following exceptions:

• Billing and accounting records (invoices, payment history, credit consumption records) will be retained for the period required by applicable tax and accounting regulations, typically seven (7) years, after which they will be deleted.
• Anonymised aggregate data (usage statistics without personal information) may be retained for internal analytical purposes.
• Data whose retention is required by other applicable legal provisions.

An internal record of the permanent deletion will be created, containing the deletion date, scope of deleted data, and identification of the responsible person.

16.4 Surviving Provisions

The following sections shall survive the termination or expiry of these Terms: Section 9 (AI Disclaimer), Section 10 (Limitation of Liability), Section 12 (Data Protection and GDPR), Section 13 (Intellectual Property Rights), Section 17 (Third-Party Service Dependencies), Section 18 (Force Majeure), Section 19 (Governing Law and Jurisdiction), Section 21 (Publicity and Attribution), and any other provisions that by their nature should survive termination.

17. Third-Party Service Dependencies

17.1 Reliance on Third-Party Services

The Customer acknowledges that the Service relies on third-party services, including but not limited to:

• Artificial intelligence providers (Anthropic / Claude, OpenAI / Whisper, ElevenLabs) for AI response generation, audio transcription, and text-to-speech;
• Cloud infrastructure providers (Microsoft Azure) for hosting, storage, and compute;
• Communication platforms (Microsoft 365, Microsoft Graph API) for calendar, email, and document integration;
• Payment processors (Stripe) for billing and payment handling.

ZenFlowPro does not own, operate, or control these third-party services and does not guarantee their availability, accuracy, performance, or continued operation.

17.2 Exclusion of Liability for Third-Party Outages

ZenFlowPro shall not be liable for any loss, damage, service degradation, or inability to provide the Service (in whole or in part) arising from:

• Outages, errors, rate-limiting, or service disruptions by third-party AI providers;
• Inaccuracies, hallucinations, or errors in AI-generated outputs produced by third-party AI models;
• Service interruptions, data centre failures, or maintenance windows of cloud hosting providers;
• Changes to third-party APIs, pricing, terms of service, or discontinuation of third-party services;
• Outages or changes to Microsoft 365, Microsoft Graph API, or related Microsoft services.

17.3 Mitigation Efforts

In the event of a material third-party service outage, ZenFlowPro shall use commercially reasonable efforts to:

• Notify the Customer of the outage and its expected duration as soon as practicable;
• Restore Service functionality or provide a workaround where feasible;
• At its sole discretion, provide goodwill service credits for prolonged third-party outages exceeding twenty-four (24) consecutive hours. Such goodwill credits shall be redeemed in accordance with the mechanism described in Section 11.4 (Credit Redemption Mechanism).

17.4 Uptime Calculation

For the purposes of the Service Level Agreement (Section 11), downtime caused by third-party service outages shall be excluded from the uptime calculation.

18. Force Majeure

18.1 Relief from Obligations

Neither party shall be liable for any delay or failure to perform its obligations under these Terms (other than an obligation to make payment of fees already due) if such delay or failure results from a Force Majeure Event.

18.2 Definition

A "Force Majeure Event" means any event beyond the reasonable control of the affected party, including but not limited to:

• Acts of God, flood, earthquake, storm, or other natural disasters;
• Epidemic or pandemic;
• War, armed conflict, terrorist attack, or civil unrest;
• Government actions, sanctions, embargoes, or regulatory changes that prevent or materially impair performance;
• Fire, explosion, or prolonged power failure;
• Failure or disruption of internet connectivity, telecommunications networks, or DNS infrastructure;
• Major outage of third-party cloud infrastructure providers (including Microsoft Azure);
• Major outage or discontinuation of third-party AI service providers (including Anthropic, OpenAI);
• Cyberattack, distributed denial-of-service (DDoS) attack, ransomware, or other malicious cyber activity directed at ZenFlowPro or its infrastructure providers;
• Strikes, lockouts, or industrial disputes (other than involving the affected party's own employees);
• Changes to applicable law or regulation that prevent or materially impair performance.

18.3 Obligations of the Affected Party

The party affected by a Force Majeure Event shall:

1. Promptly notify the other party in writing of the Force Majeure Event and its expected duration;
2. Use all commercially reasonable efforts to mitigate the effects of the event and resume performance as soon as practicable;
3. Resume full performance of its obligations promptly upon cessation of the Force Majeure Event.

18.4 Prolonged Force Majeure

If a Force Majeure Event continues for more than sixty (60) consecutive days, either party may terminate these Terms upon fourteen (14) days' written notice. In such event, the Customer shall be entitled to a pro-rata refund of any pre-paid fees for the period of non-performance following the commencement of the Force Majeure Event.

18.5 Exceptions

For the avoidance of doubt, a Force Majeure Event shall not excuse:

• Any obligation to make payment of fees already due;
• Any breach of data protection obligations under applicable law;
• Any failure to maintain reasonable security measures for Customer Data.

19. Governing Law and Jurisdiction

These Terms and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with them or their subject matter or formation shall be governed by and construed in accordance with the laws of Scotland.

The parties irrevocably agree that the Scottish courts shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms or their subject matter or formation.

20. Changes to These Terms

ZenFlowPro reserves the right to modify these Terms at any time. We will notify Customers of material changes by:

• Sending an email to the Customer's registered email address at least thirty (30) days before the changes take effect.
• Publishing the updated Terms on our website with an updated "Last Updated" date.

The Customer's continued use of the Service after the effective date of the updated Terms constitutes acceptance of the changes. If the Customer does not agree to the updated Terms, the Customer must discontinue use of the Service and cancel their Account before the effective date of the changes.

Non-material changes (such as typographical corrections or clarifications that do not affect the Customer's rights or obligations) may be made without prior notice.

21. Publicity and Attribution

21.1 Platform Attribution

The Customer acknowledges and agrees that the Service includes a "Powered by ZenFlowPro" attribution displayed in the web widget deployed on the Customer's website. This attribution:

• Is displayed in a discreet manner (small text in the widget footer) and does not interfere with the Customer's branding or user experience.
• Includes a hyperlink to the ZenFlowPro website (zfp.cz), allowing visitors to learn about the technology powering the Customer's chatbot.
• May not be removed, hidden, obscured, or modified by the Customer without ZenFlowPro's prior written consent.

Customers on Subscription Plans that include the white-label option (as indicated in the Customer Portal) may request removal of the platform attribution. For all other plans, the attribution remains a mandatory condition of use.

21.2 Promotional Discount Reference Rights

Where the Customer has received a promotional discount, coupon code, or any other reduced pricing offer from ZenFlowPro (including but not limited to early adopter discounts, launch promotions, referral discounts, or seasonal offers), the Customer grants ZenFlowPro a non-exclusive, royalty-free, worldwide right to:

1. Display the Customer's business name and website URL on the ZenFlowPro website, marketing materials, and social media channels as a reference customer or case study.
2. Include a hyperlink to the Customer's website on the ZenFlowPro website, portfolio page, or other promotional materials to demonstrate the Service in a live environment.
3. Reference the Customer in sales presentations, proposals, and promotional communications as an existing user of the Service.
4. Display the Customer's publicly available logo or avatar on the ZenFlowPro website alongside the Customer's name and website link, subject to Section 21.3.

21.3 Limitations on Publicity Rights

ZenFlowPro's use of the Customer's name, logo, and website under Section 21.2 shall be subject to the following limitations:

• ZenFlowPro will use the Customer's branding in a professional and appropriate manner consistent with the Customer's brand guidelines, where such guidelines have been communicated to ZenFlowPro in writing.
• ZenFlowPro will not make false or misleading claims about the Customer's use of the Service, endorsement, or satisfaction.
• ZenFlowPro will not disclose confidential business information, financial data, or usage statistics of the Customer without express written consent.
• The Customer may request corrections or removal of specific promotional content that is factually inaccurate or damaging to the Customer's reputation, and ZenFlowPro will act on such requests within fourteen (14) days.

21.4 Duration of Publicity Rights

The publicity rights granted under Section 21.2 shall:

• Commence upon the Customer's acceptance of these Terms and activation of a promotional discount or coupon code.
• Continue for the duration of the Customer's active subscription and for a period of twelve (12) months following the termination or expiry of the Customer's Account.
• The Customer may request early termination of the publicity rights by providing written notice to ZenFlowPro. ZenFlowPro will remove the Customer's references from its materials within thirty (30) days of receiving such notice, provided the Customer has paid the full, undiscounted price for any remaining subscription period.

21.5 Opt-Out for Full-Price Customers

Customers who subscribe at the standard published price without using any promotional discount or coupon code are not subject to the publicity rights described in Section 21.2 and may opt out of any reference or publicity at any time by written notice to ZenFlowPro.

22. Service Monitoring and Performance Testing

22.1 Routine Monitoring

ZenFlowPro continuously monitors the Service to ensure optimal performance, security, and reliability. This includes automated health checks, system metrics collection, error rate tracking, and security vulnerability scanning. Such monitoring runs in the background and does not affect Service availability.

22.2 Performance and Load Testing

ZenFlowPro reserves the right to conduct periodic performance and load tests on the Service infrastructure. These tests are essential for:

• Ensuring the Service can handle expected and peak traffic volumes;
• Identifying and resolving performance bottlenecks before they affect Customers;
• Validating the effectiveness of security measures;
• Planning infrastructure capacity and scaling decisions.

22.3 Advance Notice

Where a planned performance or load test may result in temporary degradation of Service response times, ZenFlowPro will make reasonable efforts to:

• Notify affected Customers by email at least twenty-four (24) hours in advance;
• Schedule such tests during low-traffic periods (typically between 01:00 and 05:00 UTC);
• Limit the duration and intensity of tests to minimise any impact on the Customer experience.

22.4 Emergency Testing

In exceptional circumstances (e.g., following a security incident, infrastructure change, or critical vulnerability discovery), ZenFlowPro may conduct unscheduled performance tests without prior notice. In such cases, ZenFlowPro will inform affected Customers as soon as reasonably practicable after the test.

22.5 No Liability for Testing Impact

ZenFlowPro shall not be liable for any temporary performance degradation directly resulting from scheduled or emergency performance tests conducted in accordance with this Section 22, provided such tests are carried out in good faith and with reasonable care.

22.6 Data from Monitoring

Performance monitoring data collected under this Section is used solely for Service improvement, capacity planning, and security purposes. It does not include the content of Customer conversations or personal data beyond technical metadata (e.g., response times, error codes, IP addresses in anonymised form). Processing of any personal data in connection with monitoring is governed by our Privacy Policy.

23. Contact Information

If you have any questions, concerns, or requests regarding these Terms or the Service, please contact us at:

ZenFlowPro Ltd
Company Number: SC879068
Registered Office: 5 South Charlotte Street, Edinburgh, EH2 4AN
Email: support@zfp.cz

We aim to respond to all enquiries within two (2) business days.

24. Temporary Data Storage (Failsafe)

24.1. Where data generated or processed through the Service cannot be delivered to the Customer's designated storage location due to technical failures or other reasons beyond reasonable control, such data shall be temporarily stored on ZenFlowPro's infrastructure ("Failsafe Storage").

24.2. The Customer will be promptly notified of any Failsafe Storage event via email, including instructions for retrieving the affected data.

24.3. Data held in Failsafe Storage will be retained for a maximum period of thirty (30) calendar days from the date of the initial storage event ("Retention Period").

24.4. During the Retention Period, the Customer may retrieve the data at any time through the Client Portal or by contacting support.

24.5. The Customer will receive reminder notifications at regular intervals during the Retention Period. Following the expiration of the Retention Period, and subject to a final internal review by ZenFlowPro, the data will be permanently and irrecoverably deleted.

24.6. ZenFlowPro shall not be liable for any loss or damage arising from the Customer's failure to retrieve data within the Retention Period, provided that all required notifications were delivered.

24.7. By activating any Service module that generates or processes data files, the Customer acknowledges and consents to the Failsafe Storage process described in this section.

25. Bring Your Own Key (BYOK)

25.1. The Service operates in a "Bring Your Own Key" (BYOK) model. The Customer is required to provide their own API key from a supported third-party provider (e.g. Anthropic, OpenAI, Google) in order to use the conversational assistant features of the Service.

25.2. The Customer is solely responsible for all costs incurred through their API key, including but not limited to token consumption, overages, and any charges imposed by the third-party provider. ZenFlowPro does not mark up, resell, or otherwise intermediate the Customer's API usage costs.

25.3. The Customer shall keep their API key confidential and shall not share it with unauthorised parties. The Customer is responsible for rotating or revoking their key if they suspect it has been compromised.

25.4. ZenFlowPro stores the Customer's API key in encrypted form using industry-standard encryption (AES-256) within Azure Key Vault. The key is held in memory only during active use, with a maximum cache duration of five (5) minutes. ZenFlowPro shall not log, display, or otherwise expose the Customer's API key in any system output.

25.5. Where the Customer has configured multiple providers ("Cascade"), the Service may automatically switch to an alternative provider if the primary provider is unavailable. By enabling Cascade, the Customer consents to their API keys being used in the configured order of preference.

25.6. The Customer may add, change, or remove their API key at any time through the Client Portal. Changes take effect immediately.

25.7. Upon termination of the Customer's account, all stored API keys shall be permanently deleted from ZenFlowPro's infrastructure within seven (7) calendar days.

25.8. ZenFlowPro applies rate limits to protect its infrastructure. These limits are described in the Client Portal and may be adjusted at ZenFlowPro's discretion. Rate limiting does not affect the Customer's billing relationship with their API provider.

25.9. ZenFlowPro shall not be liable for any service interruptions, errors, or costs arising from the Customer's API key being invalid, expired, rate-limited by the third-party provider, or having insufficient credit balance.