Terms of Service

1. About ZaLink

ZaLink AI is sold to businesses for use in their business. It is not offered to individuals for personal use.

2. The service

ZaLink AI connects your WhatsApp Business number through the official WhatsApp Business Platform and provides an AI agent that answers your customers using the information you give it, a shared Inbox, escalations to your staff, a knowledge base, contacts and campaigns, and, depending on your plan and settings, appointment booking, ordering through a connected point-of-sale system, and sales-pipeline tools.

Features and limits depend on your plan, as shown on the Billing page. We keep developing ZaLink and may add, change or retire features. If a change materially reduces a feature you pay for, we will tell you in advance, and you may cancel.

Features marked as beta or preview are offered as they are and may change or be withdrawn.

3. Your account and your team

• The person who creates the workspace is its owner. Owners and administrators manage the workspace, its users and its settings. Support staff can handle conversations and escalations.
• Give each team member their own login, keep login details secret, and remove access promptly when someone leaves. You are responsible for what happens in your workspace through your users' accounts.
• Keep your company and contact details accurate. Tell us straight away at support@zalink.ai if you think your account has been misused.

4. WhatsApp

• You need your own WhatsApp Business Account, and you must accept and follow the WhatsApp platform's business terms and policies for it. That relationship is directly between you and the WhatsApp platform.
• ZaLink connects through the official WhatsApp Business Platform only. We never ask for your WhatsApp password. You can remove ZaLink's access at any time in your WhatsApp Business account's business settings.
• WhatsApp fees are separate. WhatsApp messaging fees are charged by the WhatsApp platform directly to your WhatsApp Business account. They are not included in your ZaLink subscription.
• WhatsApp platform decisions are the platform's. The WhatsApp platform alone decides whether to approve message templates, deliver messages, set quality ratings and messaging limits, or restrict, suspend or ban a number or account. ZaLink cannot overturn these decisions and is not responsible for them, but we will help you understand any message we receive about them.
• WhatsApp delivery depends on the WhatsApp platform and on your customers' devices and networks. ZaLink does not guarantee that a message will be delivered or read.

5. AI features

The AI agent writes replies automatically using AI processing services provided by third-party AI processing service providers, your knowledge base, your AI settings and the recent conversation. Please understand the following:

• AI can make mistakes. Replies are generated, not checked by a person before they are sent when you use automatic replies. ZaLink is designed to answer only from your information and to hand over cases it should not answer, but it cannot guarantee that every reply is complete, accurate or appropriate.
• You choose how much the AI does. You can pause the AI agent, change its reply mode, and set what it must hand to your staff. You are responsible for configuring it for your business and for checking its replies, especially when you first go live and after you change your knowledge base.
• Your knowledge base drives the answers. Keep it accurate, lawful and current. The AI may repeat what is in it.
• A person must be reachable. Cases the AI hands over appear in your Inbox and Escalations. Your team must deal with them; ZaLink does not answer on your behalf once a case is handed over.
• Tell your customers. You must tell your customers that your WhatsApp replies may be written by AI and that they can ask for a member of your team. Do not instruct the AI to claim to be a human.
• No significant automated decisions. Do not use the AI to make decisions about people that have legal or similarly significant effects without a person taking the decision.

We do not use your workspace data to train AI models. How our AI processing service providers may use the data they receive is set out in our Privacy Policy and Service Providers & Subprocessors page.

6. Your content and your customers' data

• You own your content: your knowledge base, settings, templates, contacts, conversations and other data you or your customers put into ZaLink.
• You give us permission to host, copy, process and transmit that content only as needed to provide, secure and support ZaLink for you, as described in these Terms and the Data Processing Addendum.
• For your customers' personal data (for example their messages, numbers, appointments and orders), you are the controller and ZaLink is your processor. The Data Processing Addendum applies.
• You are responsible for having a lawful basis to collect and use your customers' data through ZaLink, for giving them a privacy notice (including that their messages are handled by ZaLink and its service providers, including WhatsApp messaging and AI processing, and may be processed outside the UAE), and for answering their requests. We help as described in the Data Processing Addendum.
• You confirm you have the rights to everything you upload, such as documents, images, website content and contact lists.

7. Campaigns and marketing messages

ZaLink provides tools to send WhatsApp campaigns. You decide who receives them and you are responsible for them. You must have each recipient's opt-in, keep a record of it, stop messaging people who opt out, and follow WhatsApp's business policies and the UAE rules on marketing, including the Telemarketing Regulations where they apply. ZaLink does not yet process opt-out replies automatically; your team must mark those contacts as unsubscribed. Details are in the Acceptable Use Policy.

8. Healthcare and other regulated businesses

If you are a clinic, medical centre or other healthcare provider, or work in another regulated field, these points apply:

• ZaLink is a communication and scheduling tool. It is not a medical device, an electronic medical record (EMR/EHR) system, a clinical decision-support tool, or a telemedicine service. It does not diagnose, triage or give medical advice, and it must not be used for emergencies.
• ZaLink does not claim compliance with HIPAA or any other healthcare-specific certification or standard. The terms of the WhatsApp platform and of our service providers may restrict the use of their services for regulated health records.
• Where data is stored. ZaLink's database and files are hosted in Singapore, and AI processing and WhatsApp messaging take place on our providers' global infrastructure. UAE law restricts storing and processing health information outside the UAE. You are responsible for deciding whether ZaLink is suitable for your use, for obtaining any approval you need from your health authority, and for keeping clinical details out of WhatsApp conversations, knowledge-base content, appointment notes and reminders.
• Configure the AI to hand medical questions and anything urgent to your staff. Keep patient records in your own clinical systems; ZaLink is not a record-keeping system for medical records.

9. Bookings, orders and connected systems

When the AI agent books appointments or, where ordering is switched on, takes orders, it does so for your business, using the availability, prices and menus you set. You are the seller or service provider to your customers and you are responsible for honouring bookings and orders, their prices and your own terms. ZaLink is not a party to your sales.

If you connect another system, such as a point-of-sale system, your use of it is governed by your agreement with its provider. ZaLink sends it only the data needed for the feature you switched on and is not responsible for that system.

10. Fees

Fees, renewal, upgrades, downgrades, cancellation and refunds are set out in the Subscription, Cancellation & Refund Policy. Online card payments are processed through secure third-party payment processing services; ZaLink does not receive or store complete payment-card details. We do not add a surcharge for paying by card.

11. Acceptable use

You must follow the Acceptable Use Policy. You must also cooperate with us if a competent UAE authority lawfully orders content to be removed or access to be restricted.

12. Availability and support

We work to keep ZaLink available and to fix problems quickly, but we do not promise uninterrupted or error-free service. ZaLink depends on the WhatsApp platform, our service providers and the internet. Planned maintenance is kept short and, where practical, announced in advance. [service-level commitment, if any — to be confirmed].

Support is provided by email at support@zalink.ai.

13. Security

We protect your data with the technical and organisational measures described in the Data Processing Addendum. No online service can be completely secure. If we become aware of a security incident affecting your data, we will notify you as described there.

14. Intellectual property

ZaLink AI, its software, design and brand belong to ZaLink or its licensors. These Terms give you the right to use ZaLink for your business while your subscription is active; they do not transfer any ownership. If you send us suggestions, we may use them without obligation to you.

15. Suspension

We may suspend all or part of your workspace if this is reasonably necessary to deal with a serious breach of these Terms or the Acceptable Use Policy, a security risk, unpaid fees, or a legal requirement. We will tell you first and give you a chance to fix the problem, unless the situation is urgent or the law prevents it, and we will restore access once the reason has been resolved.

16. Ending the agreement

• You can stop using ZaLink and cancel your subscription at any time, as described in the Subscription, Cancellation & Refund Policy.
• We can end the agreement by giving you at least 30 days' written notice, or with shorter notice if you seriously or repeatedly breach these Terms and do not fix the breach after we tell you about it. If we end the agreement for a reason other than your breach, we will refund any fees you paid in advance for the period after it ends.
• Your data afterwards. Ending the subscription does not automatically delete your data. You can ask us for a copy of your data and for its deletion, as described on the Data Requests & Deletion page.

17. Changes to these Terms

We may update these Terms, for example when we add features or when the law changes. For a change that affects your rights or what you pay, we will tell the workspace owner by email or in the app at least 30 days before it applies, and you may cancel before then without penalty. Minor changes (such as clarifications or new optional features) apply when published. Each version shows its date at the top of this page.

18. What we promise and what we don't

We will provide ZaLink with reasonable skill and care, substantially as described in these Terms. Apart from that, and to the extent the law allows, ZaLink is provided as it is, and we do not promise that it will meet every requirement you have or that AI replies will always be correct. Nothing in these Terms removes rights that the law gives you and that cannot be excluded.

19. Liability

• Neither party is liable to the other for indirect or consequential loss, or for loss of profit, revenue, business or goodwill.
• Each party's total liability under these Terms in any 12-month period is limited to the fees you paid to ZaLink in that period.
• These limits do not apply to liability for fraud or wilful misconduct, to your obligation to pay fees, to your responsibility for your content and campaigns (see “Claims about your content”), or to any liability that the law does not allow to be limited.

20. Claims about your content

If a third party or an authority brings a claim against ZaLink because of your content, your campaigns or messages you sent, or your use of ZaLink in breach of these Terms or the law, you will cover ZaLink's reasonable losses and costs from that claim. We will tell you promptly about the claim and let you take part in handling it.

21. Governing law and disputes

These Terms are governed by the federal laws of the United Arab Emirates and the laws of [the emirate where ZaLink is licensed — to be confirmed]. We will first try to settle any dispute by discussing it in good faith. If that does not work within 30 days, the dispute will be decided by [the competent courts / forum for disputes — to be confirmed].

22. Language

These Terms are published in English and Arabic. [which language prevails if the two versions differ — to be confirmed].

23. General

• These Terms, with the documents they refer to and any order form we sign with you, are the whole agreement between us about ZaLink. If a signed order form conflicts with these Terms, the order form wins.
• Neither party is responsible for delays or failures caused by events beyond its reasonable control, including failures of the WhatsApp platform or other services we depend on.
• You may not transfer this agreement without our consent. We may transfer it to a company that takes over ZaLink's business, and will tell you if we do.
• If part of these Terms is found invalid, the rest stays in force. Not enforcing a right straight away does not waive it.
• Notices to you go to the workspace owner's email address. Notices to us go to support@zalink.ai.