Legal

Terms of Service

Last updated: May 2026 · Viqe Systems Ltd

1. Acceptance of terms

By creating a Zana account, you agree to these Terms of Service. If you do not agree, do not use Zana.

2. Eligibility

You must be at least 18 years old and operate a legitimate business to use Zana. Business verification (KYC) is required before you can connect any messaging account.

3. Permitted use

Zana may only be used to:

  • Respond to inbound messages from customers who initiate contact
  • Recommend products or services and support genuine sales conversations
  • Capture and manage leads, orders, bookings, and sales opportunities from those conversations
  • Automate routine customer service responses

You may not use Zana to:

  • Send unsolicited messages (spam) to any contacts
  • Send bulk marketing messages to cold numbers
  • Impersonate another person or business
  • Violate WhatsApp's, Instagram's, or any platform's Terms of Service
  • Harass, threaten, or deceive any person

4. Account responsibility

You are solely responsible for all activity on your Zana account and all messages sent through connected accounts. Violations of these terms may result in immediate account suspension without refund.

You are also responsible for ensuring that your business has the right to process customer messages, contact details, orders, uploads, and other information you send to or store in Zana.

5. Connected account use and platform rules

You are responsible for using connected messaging accounts in a lawful, customer-friendly way. You acknowledge that:

  • Connected platforms may change availability, rules, or access requirements
  • Zana may require reconnecting an account when a session expires or needs attention
  • You must not use Zana for spam, bulk unsolicited messages, scams, or deceptive sales
  • We may restrict, disconnect, or suspend accounts that violate platform rules or our Terms
  • If an account is suspended for abuse or policy violations, we may keep an internal enforcement record so the same provider account cannot bypass suspension by being removed and reconnected later

6. Plans, renewals, and account limits

  • Zana plans are prepaid and do not automatically renew your card
  • When a plan expires, you may manually renew, upgrade, or choose another eligible plan
  • Each plan may limit connected accounts, supported channels, knowledge documents, storage, uploads, lead exports, AI replies, and other usage
  • You may upgrade during an active plan period where supported by Zana
  • You may only renew into a lower plan if your current account setup fits that plan's limits; for example, you may need to remove unsupported accounts or excess documents first
  • Refunds are not provided for unused time, unused credits, or partial months unless required by law
  • We reserve the right to change pricing or plan limits with reasonable notice

7. Expired plans and connected account access

If your plan expires, Zana may provide a grace period so you can renew without immediate disruption. If you do not renew after the grace period, we may restrict connected accounts, pause AI replies, and later disconnect accounts from the connected messaging provider. Disconnected accounts are not deleted automatically, but you may need to connect them again after renewing.

8. AI replies and business responsibility

Zana uses AI to help answer customer questions, recommend products or services, capture leads, summarize conversations, and support sales workflows. AI output may be incorrect, incomplete, delayed, or unsuitable for a particular customer. You remain responsible for your prices, availability, payment instructions, customer promises, legal compliance, and any business decisions made from AI-generated replies or insights.

  • You should review your AI settings, FAQs, business profile, payment instructions, and knowledge documents regularly
  • When Zana hands a conversation over to a human, your business is responsible for following up with the customer
  • Zana should not be used to provide medical, legal, financial, emergency, or other professional advice unless you are qualified and responsible for that advice

9. Uploads, knowledge base, and exports

You are responsible for the documents, images, FAQs, business information, and other content you upload to Zana. You must not upload illegal content, malware, infringing material, or sensitive third-party information unless you have permission and a lawful basis to process it.

Lead exports and downloaded files may contain customer personal data. You are responsible for storing, sharing, and deleting exported files securely.

10. Limitation of liability

Zana is provided "as is." We are not liable for any indirect, incidental, or consequential damages including loss of revenue, lost customers, platform restrictions, or interrupted access to connected accounts. Our total liability is limited to fees paid in the last 3 months.

11. Governing law

These terms are governed by Nigerian law. Any disputes shall be resolved in Nigerian courts.

12. Contact

For terms questions: [email protected]