Terms of Service

1. Agreement to Terms

By accessing or using the Zedrai platform (“Service”), you agree to be bound by these Terms of Service (“Terms”). If you are using the Service on behalf of a company or organization, you represent that you have the authority to bind that entity to these Terms.

2. Description of Service

Zedrai provides an AI-powered customer support platform that includes automated ticket handling, live chat, email support management, analytics, and integrations with third-party services such as Shopify. The Service is offered on a subscription basis through various pricing plans.

3. Account Registration

To use the Service, you must create an account and provide accurate, complete information. You are responsible for maintaining the security of your account credentials and for all activities that occur under your account. You must notify us immediately of any unauthorized use of your account.

4. Subscriptions and Billing

Subscriptions are billed monthly in advance through our payment processor, Paddle. By subscribing, you authorize Paddle to charge your payment method on a recurring basis. All prices are listed in EUR and are exclusive of applicable taxes, which Paddle will calculate and collect as required.

Plan limits (ticket counts, AI budget, team seats) are enforced as described on our Pricing page. Exceeding plan limits may result in reduced service or a prompt to upgrade, depending on your plan tier.

You may change or cancel your subscription at any time. Cancellation takes effect at the end of the current billing period. No partial refunds are issued for unused portions of a billing period unless otherwise stated in our Refund Policy.

5. Free Trial

All plans include a 14-day free trial. No credit card is required to start a trial. At the end of the trial, you will be prompted to subscribe to continue using the Service. If you do not subscribe, your account will be downgraded and AI features will be disabled.

6. Acceptable Use

You agree not to:

• Use the Service for any unlawful purpose or in violation of any applicable laws.
• Send spam, abusive, or unsolicited messages through the platform.
• Attempt to exploit, reverse-engineer, or interfere with the Service or its infrastructure.
• Use automated tools to flood the system with tickets (fair use applies to all plans).
• Share your account credentials with unauthorized users.
• Resell or redistribute the Service without written permission.

7. AI-Generated Responses

The AI features of Zedrai generate responses based on the training data and instructions you provide. While we strive for accuracy, AI-generated responses may occasionally be inaccurate or inappropriate. You are responsible for reviewing and approving AI behavior, configuring confidence thresholds, and ensuring responses meet your business standards. Zedrai is not liable for any damages arising from AI-generated content.

8. Data and Privacy

Your use of the Service is also governed by our Privacy Policy. You retain ownership of all data you provide to the Service, including customer ticket data, training data, and business information. We process this data solely to provide the Service and as described in our Privacy Policy.

9. Intellectual Property

The Zedrai platform, including its software, design, branding, and documentation, is owned by Zedrai and protected by intellectual property laws. Your subscription grants you a limited, non-exclusive, non-transferable license to use the Service for its intended purpose.

10. Third-Party Integrations

The Service integrates with third-party platforms (e.g., Shopify, email providers). These integrations are provided “as is,” and we are not responsible for the availability, accuracy, or performance of third-party services. Your use of third-party services is subject to their own terms and conditions.

11. Limitation of Liability

To the maximum extent permitted by law, Zedrai shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, or business opportunities, arising out of or in connection with your use of the Service.

12. Modifications to Terms

We reserve the right to modify these Terms at any time. Material changes will be communicated via email or through the Service at least 30 days before they take effect. Your continued use of the Service after changes take effect constitutes acceptance of the revised Terms.

13. Termination

We may suspend or terminate your account if you violate these Terms or engage in conduct that is harmful to the Service, other users, or third parties. Upon termination, your right to use the Service ceases immediately, and we may delete your data after a 30-day grace period.

14. Governing Law

These Terms are governed by and construed in accordance with the laws of the European Union. Any disputes arising under these Terms shall be resolved in the competent courts of the applicable jurisdiction.

15. Contact

If you have questions about these Terms, please contact us at legal@zedrai.com.