Terms & Conditions

Welcome to ZuviaOne. These Terms and Conditions ("Terms") govern your access to and use of the ZuviaOne platform, website, mobile applications, and services (collectively, the "Service") operated by Zuvia Software Solutions Limited ("Company", "we", "us", or "our"), a company registered in England and Wales.

By accessing or using our Service, you agree to be bound by these Terms. If you disagree with any part of the Terms, you may not access the Service.

1. Definitions

For the purposes of these Terms:

2. Account Registration and Types

2.1 Account Creation

To use certain features of the Service, you must register for an account. When you register, you agree to provide accurate, current, and complete information and to update such information to keep it accurate, current, and complete.

2.2 Account Types

Business Accounts

The primary account holder (Business owner) has full administrative access to all features and is responsible for the Business's use of the Service, including all actions taken by Staff Members.

Staff Accounts

Business owners may invite Staff Members to access the Service. Staff Members are granted permissions based on roles assigned by the Business owner. The Business owner is responsible for:

• Managing Staff Member access and permissions
• Ensuring Staff Members comply with these Terms
• All actions taken by Staff Members within the Service
• Promptly revoking access when Staff Members leave the organisation

Customer Portal Accounts

Businesses may enable Customer Portal access for their Customers. Customers can only access their own bookings, invoices, quotes, and account information related to that specific Business.

2.3 Account Security

You are responsible for safeguarding your account credentials and for all activities that occur under your account. You must notify us immediately upon becoming aware of any breach of security or unauthorised use of your account at support@zuviaone.com.

2.4 Account Requirements

You must be at least 18 years old and have the legal capacity to enter into a binding agreement to create an account.

2.5 Multi-Tenant Architecture

The Service operates on a multi-tenant architecture where each Business's data is logically separated. You acknowledge that while we implement appropriate security measures, multiple Businesses share the same infrastructure.

3. Subscriptions and Payments

3.1 Subscription Plans

Access to the Service requires a paid Subscription after any applicable trial period. The features available depend on your Subscription plan:

• A base subscription fee that includes a specified number of Staff seats
• Additional fees for extra Staff seats beyond the included allocation
• Optional add-on bundles for enhanced features (e.g., Optimisation Bundle, Marketing Bundle)

We reserve the right to modify, discontinue, or change Subscription plans with appropriate notice.

3.2 Billing

Subscription fees are billed in advance on a monthly or annual basis. Payment is due immediately upon the start of each billing period. Changes to Staff seat counts are prorated within the billing cycle.

3.3 Payment Methods

We accept credit cards, debit cards, and other methods as indicated at checkout. All payments are processed securely through Stripe.

3.4 Price Changes

We may change Subscription fees at any time with at least 30 days' notice before new fees take effect. Continued use after a price change constitutes agreement to pay the new fees.

3.5 Refunds

Subscription fees are non-refundable except where required by law. If you cancel, you will have access until the end of your current billing period.

3.6 Free Trials

3.7 Subscription Enforcement

If your Subscription lapses, expires, or payment fails:

• Account may be placed in read-only mode
• Existing data remains accessible for a grace period
• Continued non-payment may result in account suspension or termination
• Reasonable notice provided before access restrictions

4. Credits and Usage-Based Billing

4.1 Credit System

Certain features consume Credits:

• AI Features — charged per token processed
• SMS messaging — charged per message segment
• Email sending — charged per email
• Automation executions — charged per run
• VoIP calls — charged per minute

4.2 Credit Allocation

Your Subscription includes a monthly Credit allocation that refreshes each billing period. Unused monthly Credits do not roll over.

4.3 Purchased Credits

You may purchase additional Credits at any time. Purchased Credits:

• Valid for 12 months from purchase date
• Consumed after monthly Credits are exhausted
• Expire if not used within validity period
• Non-refundable except where required by law

4.4 Auto Top-Up

Enable automatic Credit top-up when your balance falls below a threshold you specify. Configure the Credit pack, trigger threshold, and maximum auto top-ups per month. Disable at any time through account settings.

4.5 Credit Overdraft

We may allow limited overdraft for essential operations (transactional emails and SMS). Overdraft balance is deducted from your next allocation or invoiced separately.

4.6 Usage Monitoring

Monitor Credit usage and balance through the Service dashboard. We send notifications when your balance is low.

5. AI Features and Machine Learning

5.1 AI Services

The Service includes AI-powered features:

• AI Agent — Intelligent assistant for questions, data analysis, and task execution
• AI Chatbot — Conversational interface for websites, customer engagement, and lead generation
• Email Classification — Automatic categorisation and prioritisation
• Sentiment Analysis — Detection of sentiment and intent in communications
• Content Generation — AI-assisted drafting of emails, messages, and content
• Semantic Search — Intelligent search across your business data

5.2 Third-Party AI Providers

5.3 AI Accuracy and Limitations

AI Features assist you but are not infallible. You acknowledge:

• AI-generated content may contain errors, inaccuracies, or inappropriate suggestions
• You must review and verify all AI-generated content before use
• AI Features should not be the sole basis for important business decisions
• AI responses do not constitute professional advice
• The AI may occasionally produce unexpected or incorrect results

5.4 AI-Generated Content Ownership

Content generated by AI Features based on your prompts and data is considered your Content, subject to Section 11. Similar content may be generated for other users with similar prompts.

5.5 Prohibited AI Uses

You agree not to use AI Features to:

• Generate illegal, harmful, or discriminatory content
• Extract training data or reverse engineer AI models
• Circumvent AI safety measures or content policies
• Generate spam, phishing content, or misleading information
• Impersonate individuals or create deepfake content

6. Communication Services

6.1 Email Services

Email functionality powered by SendGrid, Resend, and Gmail API integration. You may send emails, sync connected accounts, and create templates. You are responsible for compliance with applicable laws including GDPR, CAN-SPAM, and PECR.

6.2 Gmail Integration

If you connect your Gmail account:

• We access using OAuth authentication
• We may read, send, and manage emails on your behalf
• Email content may be indexed for search and AI analysis
• Disconnect at any time through your settings

6.3 SMS Messaging

SMS messaging powered by Twilio. When using SMS:

• Obtain proper consent from recipients before sending
• Marketing SMS requires explicit opt-in consent
• Honour opt-out requests promptly
• Fees charged in Credits per message segment
• Comply with telecommunications regulations (TCPA, GDPR, local laws)

We provide opt-out management tools, but you remain responsible for compliance.

6.4 VoIP and Voice Calling

Voice calling features powered by Twilio:

• Calls may be recorded for quality assurance
• Inform participants if recording where required by law
• Recordings stored securely and accessible through the Service
• Usage charged in Credits based on duration
• Important: Emergency services (999/112) cannot be reliably reached

6.5 Call Recording and Transcription

If you enable call recording:

• You are solely responsible for obtaining consent where required
• Recordings may be transcribed using AI (Google Cloud or OpenAI Whisper)
• Transcriptions provided for convenience and may contain errors
• Storage duration specified in your data retention settings
• Delete recordings at any time through the Service

6.6 Internal Messaging

Internal team chat messages:

• Stored within the Service
• May be visible to Staff Members with appropriate permissions
• Subject to your Business's data retention policies
• Should not be used for highly confidential communications

7. Embeddable Widgets

7.1 Widget Types

Create and embed widgets on third-party websites:

• Quote request forms
• AI Chatbots
• Booking forms
• Service catalogues
• Shopping carts
• FAQ and business hours displays

7.2 Data Collection Through Widgets

When embedding widgets on third-party websites:

• Data submitted is collected and stored within the Service
• Provide appropriate privacy notices on websites where widgets are embedded
• Ensure compliance with privacy policies of host websites
• We may collect analytics data (views, interactions, conversions)

7.3 Widget Configuration

Configure widgets through the Service: styling and branding, fields and data collected, allowed domains, and A/B testing variants.

7.4 Third-Party Website Responsibility

You are responsible for:

• Obtaining permission to embed on websites you don't own
• Ensuring compliance with host website terms of service
• Providing appropriate data collection disclosures to visitors

8. Business Payment Processing (Stripe Connect)

8.1 Payment Processing Service

Accept payments from your Customers through Stripe Connect.

8.2 Stripe Connect Account

To accept payments, create and connect a Stripe account. By using this feature:

• You agree to Stripe's terms of service and connected account agreement
• You authorise us to facilitate payment processing on your behalf
• You are responsible for accuracy of your Stripe account information
• Stripe may perform identity verification and compliance checks

8.3 Payment Processing Fees

Subject to:

• Stripe's standard processing fees (charged by Stripe)
• Platform fees charged by us (disclosed in your Subscription or at checkout)

8.4 Fund Settlement

Payments received from your Customers:

• Processed by Stripe according to their payout schedule
• Deposited into your connected Stripe account
• May be subject to holds or reserves as determined by Stripe
• Your responsibility to reconcile and manage

8.5 Chargebacks and Disputes

You are responsible for all chargebacks and payment disputes, timely responses, associated fees, and maintaining proper records for dispute resolution.

8.6 Compliance

Ensure payment practices comply with PCI DSS, consumer protection laws, anti-money laundering regulations, and Stripe requirements.

9. Automation

9.1 Automation Features

Create automated sequences triggered by events:

• Lead creation or updates
• Booking status changes
• Quote submissions
• Invoice events
• Custom triggers

9.2 Available Actions

Automations can:

• Send emails and SMS messages
• Create tasks and notifications
• Update records
• Trigger AI analysis
• Make HTTP requests to external services

9.3 Your Responsibilities

You are solely responsible for:

• Automations you create and their consequences
• Ensuring automated communications comply with applicable laws
• Testing automations before activation
• Monitoring execution for errors or unintended effects
• Costs incurred through automated actions (including Credits)

9.4 Automation Limits

To prevent abuse and ensure stability:

• Automations are subject to rate limits
• We may suspend automations consuming excessive resources
• We may disable automations violating Terms or applicable laws

9.5 AI in Automations

AI actions within automations are limited to read-only operations for safety, subject to Section 5, and may produce variable results.

10. Use of the Service

10.1 Permitted Use

We grant you a limited, non-exclusive, non-transferable, revocable licence to access and use the Service for your internal business purposes.

10.2 Prohibited Uses

You agree not to:

• Use the Service for any unlawful purpose or in violation of any laws
• Attempt unauthorised access to any part of the Service or its systems
• Interfere with or disrupt the Service or connected networks
• Reverse engineer, decompile, or disassemble any part of the Service
• Transmit viruses, malware, or harmful code
• Send unsolicited communications (spam) or violate anti-spam laws
• Impersonate any person or entity
• Use the Service in any manner that could damage or impair it
• Use automated means to access without written permission (except provided APIs)
• Resell, sublicense, or redistribute without written permission
• Harass, abuse, or harm others
• Upload Content that infringes intellectual property rights
• Circumvent usage limits, Credit systems, or billing mechanisms
• Use AI Features to generate harmful, illegal, or misleading content
• Send communications without proper consent where required

11. Your Content

11.1 Ownership

You retain all ownership rights in Content you upload. We do not claim ownership of your Content.

11.2 Licence to Us

You grant us a worldwide, non-exclusive, royalty-free licence to use, store, copy, process, and display your Content solely to:

• Provide, maintain, and improve the Service
• Process Content through AI Features as directed by you
• Generate insights and analytics for your use
• Comply with legal obligations

11.3 Content Responsibility

You are solely responsible for your Content. You represent and warrant that:

• You own or have necessary rights to your Content
• Your Content does not infringe third-party rights
• Your Content does not violate applicable laws
• You have obtained necessary consents for personal data in your Content

11.4 Content Backup

While we take reasonable measures to protect your Content, we are not responsible for loss or corruption. Maintain your own backups.

11.5 Content Deletion

When you delete Content or terminate your account:

• We delete your Content within a reasonable period
• Some Content may be retained in backups temporarily
• Aggregated, anonymised data may be retained
• Content shared with third parties (e.g., emails sent) cannot be recalled

12. Intellectual Property

12.1 Our Intellectual Property

The Service, including its original content, features, functionality, design, and underlying technology, is owned by Zuvia Software Solutions Limited and protected by copyright, trademark, patent, and other intellectual property laws. Our trademarks may not be used without written consent.

12.2 Feedback

If you provide feedback, suggestions, or ideas regarding the Service, you grant us the right to use such feedback without restriction and without compensation.

13. Third-Party Services and Integrations

13.1 Third-Party Service Providers

The Service integrates with various third-party providers:

AI and Machine Learning

• OpenAI (AI Agent, content generation, transcription)
• Google Cloud (Speech-to-Text transcription)

Communication Services

• Twilio (SMS, VoIP calling, call recording)
• SendGrid & Resend (email delivery)
• Google/Gmail API (email integration)

Payment Processing

• Stripe (platform billing and Stripe Connect)

Mapping and Location

• Mapbox (map display)
• LocationIQ (geocoding)
• Postcodes.io (UK postcode lookup)
• OpenRouteService (routing)

Infrastructure

• NeonDB (database hosting)
• Tigris/AWS S3 (file storage)

Other Services

• Short.io (URL shortening)

13.2 Third-Party Terms

Use of integrated services is subject to their respective terms and privacy policies. We are not responsible for third-party service provider practices.

13.3 Data Sharing

Your data may be shared with third-party providers to the extent necessary to provide the Service. We implement appropriate data processing agreements and safeguards.

13.4 Third-Party Links

The Service may contain links to third-party websites. We are not responsible for their content, terms, or practices.

14. Data Protection and Privacy

14.1 Privacy Policy

Our collection and use of personal data is governed by our Privacy Policy, incorporated by reference.

14.2 Data Storage Location

Data is stored in secure EU data centres (primarily AWS eu-west-2, London region).

14.3 Data Processing

We process your data to provide the Service:

• Storing and managing business data
• Processing communications (email, SMS, voice)
• Analysing data using AI Features
• Generating reports and analytics
• Providing customer support

14.4 Your Data Protection Responsibilities

As a Business processing personal data, you may be a data controller under GDPR. You are responsible for:

• Having a lawful basis for processing
• Providing appropriate privacy notices
• Responding to data subject requests
• Implementing appropriate security measures
• Reporting data breaches where required

14.5 Data Processing Agreement

For Businesses subject to GDPR, we provide a Data Processing Agreement upon request. Contact support@zuviaone.com for details.

14.6 Activity Monitoring

We maintain audit logs of activities for security, compliance, and troubleshooting. Logs are retained for up to 2 years and not shared except as required by law.

15. Mobile Applications

15.1 Mobile App Availability

We provide mobile applications for iOS and Android devices, subject to these Terms.

15.2 App Store Terms

Mobile app use is also subject to applicable app store terms (Apple App Store or Google Play Store).

15.3 Device Permissions

Mobile apps may request access to:

• Camera (document scanning)
• Location (staff tracking, if enabled)
• Notifications (push notifications)
• Contacts (contact import, if enabled)

Manage permissions through your device settings.

15.4 Push Notifications

If you enable push notifications:

• We send notifications about relevant Service events
• Configure preferences within the app
• Disable through device settings at any time

16. Location Tracking

16.1 Staff Location Tracking

Optional GPS tracking for Staff Members. If enabled:

• Data collected only during working hours or when explicitly enabled
• Staff Members must consent to tracking
• Used for route optimisation, time tracking, and operations
• You are responsible for complying with employee monitoring laws

16.2 Customer Location Data

We may collect Customer addresses for service delivery, scheduling, route optimisation, and geographic analytics. Addresses may be geocoded using third-party services.

17. Service Availability

17.1 Availability

We strive for high availability but do not guarantee uninterrupted access. The Service may be temporarily unavailable due to maintenance, updates, or circumstances beyond our control.

17.2 Scheduled Maintenance

We endeavour to provide advance notice of scheduled maintenance affecting availability.

17.3 Modifications

We reserve the right to modify, suspend, or discontinue the Service at any time. We will give reasonable notice for material changes.

18. Confidentiality

We treat your Content and account information as confidential and will not disclose except:

• As necessary to provide the Service (including to third-party providers)
• As required to comply with legal obligations
• To protect our rights or investigate violations of these Terms
• With your consent

19. Limitation of Liability

19.1 Disclaimer of Warranties

19.2 Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, ZUVIA SOFTWARE SOLUTIONS LIMITED, ITS DIRECTORS, EMPLOYEES, PARTNERS, AGENTS, OR AFFILIATES SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOSS OF PROFITS, DATA, USE, GOODWILL, OR BUSINESS OPPORTUNITIES.

19.3 Cap on Liability

OUR TOTAL LIABILITY SHALL NOT EXCEED THE GREATER OF: (A) AMOUNTS YOU PAID US IN THE TWELVE (12) MONTHS PRECEDING THE CLAIM, OR (B) ONE HUNDRED POUNDS STERLING (£100).

19.4 Specific Exclusions

Without limiting the above, we are not liable for:

• Errors or inaccuracies in AI-generated content
• Failed or delayed communications (email, SMS, voice)
• Actions taken based on AI recommendations
• Data processed by third-party service providers
• Chargebacks or payment disputes with your Customers
• Misuse of the Service by Staff Members
• Content submitted through Embeddable Widgets

19.5 Exceptions

Nothing in these Terms limits or excludes liability for:

• Death or personal injury caused by our negligence
• Fraud or fraudulent misrepresentation
• Any other liability that cannot be limited or excluded by law

20. Indemnification

You agree to indemnify, defend, and hold harmless Zuvia Software Solutions Limited and its officers, directors, employees, agents, and affiliates from claims, liabilities, damages, losses, and expenses arising from:

• Your use of the Service
• Your Content
• Your violation of these Terms
• Your violation of any applicable laws or regulations
• Your violation of any third-party rights
• Communications sent through the Service
• Actions of Staff Members under your account
• Data collected through Embeddable Widgets
• Your use of Stripe Connect and related payment disputes

21. Termination

21.1 Termination by You

Terminate your account at any time by cancelling your Subscription through account settings or by contacting support@zuviaone.com.

21.2 Termination by Us

We may terminate or suspend your account immediately, without prior notice, if:

• You breach these Terms
• You fail to pay fees when due
• We are required to do so by law
• We discontinue the Service

For other reasons, we will provide reasonable notice.

21.3 Effect of Termination

Upon termination:

• Your right to use the Service immediately ceases
• Staff Member and Customer Portal access revoked
• Automations deactivated
• Embeddable Widgets stop functioning
• Content deleted within a reasonable period (typically 30-90 days)
• Provisions that should survive termination remain in effect

21.4 Data Export

Request a Content export in CSV or JSON format before or within 30 days after termination.

21.5 Outstanding Fees

Termination does not relieve you of outstanding fees. Unused Credits are not refundable.

22. Dispute Resolution

22.1 Informal Resolution

Before initiating legal proceedings, contact support@zuviaone.com to attempt informal resolution. We will attempt to resolve disputes within 30 Business Days.

22.2 Governing Law

These Terms are governed by the laws of England and Wales, without regard to conflict of law provisions.

22.3 Jurisdiction

Disputes are subject to the exclusive jurisdiction of the courts of England and Wales.

23. General Provisions

23.1 Entire Agreement

These Terms, together with our Privacy Policy and any applicable Data Processing Agreement, constitute the entire agreement between you and Zuvia Software Solutions Limited.

23.2 Severability

If any provision is found unenforceable, it shall be limited to the minimum extent necessary, and remaining provisions remain in full effect.

23.3 Waiver

Our failure to enforce any right shall not be deemed a waiver of such right.

23.4 Assignment

You may not assign these Terms without our written consent. We may assign our rights without restriction.

23.5 Notices

We may provide notices via email, through the Service, by push notification, or by posting on our website. You may provide notices to support@zuviaone.com.

23.6 Force Majeure

We are not liable for failure or delay due to circumstances beyond our reasonable control, including natural disasters, war, terrorism, riots, embargoes, fire, floods, accidents, strikes, or shortages of transportation, facilities, fuel, energy, labour, or materials.

24. Changes to Terms

We reserve the right to modify these Terms at any time. For material changes, we will notify you at least 30 days before changes take effect. Continued use constitutes acceptance. If you do not agree, stop using the Service before changes take effect.

25. Contact Us

If you have questions about these Terms:

By using the Service, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.