Terms & Conditions

1. Who's who

In these terms, "Zapim Labs", "we", "us", or "our" means the operating entity providing the platform — part of a multi-jurisdiction operator group that includes Icon Global Services Limited (United Kingdom), Vesper Telecom (United Arab Emirates), and Well Information Technologies. "You" or "Customer" means the individual or organisation accessing the service.

If you accept these terms on behalf of an organisation, you confirm you have the authority to bind that organisation.

2. The service

The Zapim Labs platform provides voice and conversation AI agents that can interact with end-users over voice (PSTN, SIP, WebRTC) and messaging channels (including WhatsApp, RCS, SMS, email, Instagram, and Telegram), along with related infrastructure: a low-code flow builder, integrations to third-party CRMs and marketing tools, an audit log, billing meter, and observability tooling.

We may add, change, or discontinue features over time. Where a change materially reduces the service for paying customers, we'll provide reasonable advance notice.

3. Your account

You're responsible for everything that happens under your account, including the actions of every user you add. Pick strong passwords, enable two-factor authentication where available, and don't share credentials. Notify us promptly if you suspect unauthorised access.

You must provide accurate information when registering and keep it current. We may suspend or terminate accounts that appear inactive, fraudulent, or in breach of these terms.

4. Acceptable use

You agree not to use the service to:

• Place calls or send messages that violate applicable telecommunications regulations (TRAI / DLT for India, TCPA / 10DLC for the US, GDPR / ePrivacy for the EU, UAE PDPL for the UAE, or equivalent local rules).
• Send unsolicited bulk communications without proper opt-in or other lawful basis.
• Impersonate a person without their consent — including via voice cloning. Voice cloning of a real person requires that person's signed release and your representation that you have it on file.
• Distribute malware, phishing content, hate speech, sexually explicit material involving minors, or material that infringes third-party rights.
• Attempt to reverse-engineer the service, circumvent rate limits, or scrape Zapim Labs systems.
• Resell or sublicense the service except under a Zapim Labs partner agreement (see the Partner Program).

You're responsible for ensuring your agents and the content they emit comply with applicable laws in every jurisdiction where they reach end-users. We provide tooling — the block list, audit log, signed release flow — but the lawful operation of your agents is yours.

5. Fees, billing, taxes

Pricing

Pricing is per-second of voice handled, or per-message for messaging channels, or per a separately agreed enterprise pricing schedule. The current rates are shown in your account dashboard and in any signed order form.

Billing cycle

Usage is metered continuously and billed monthly in arrears unless an order form specifies otherwise. Invoices are issued within seven (7) days of cycle close and are due within fifteen (15) days net.

Late payment

Past-due balances may accrue interest at 1.5% per month or the maximum permitted by law, whichever is lower. We may suspend service for accounts more than thirty (30) days overdue, with at least five (5) business days' written notice.

Taxes

All fees are exclusive of applicable taxes, duties, and levies, which are your responsibility. Where we are required to collect taxes by law, we will add them to your invoice.

Refunds

Fees paid are non-refundable except where mandated by applicable law or expressly committed under a signed SLA.

6. SLA & support

We target 99.9% monthly availability of the control plane and 99.95% monthly availability of the voice and messaging data plane, measured by our own monitoring. Planned maintenance windows announced 48 hours in advance are excluded.

If we fall short in a given calendar month, you may claim a service credit per the table below, applied to your next invoice. Service credits are the sole and exclusive remedy for any service unavailability under these terms.

• ≥ 99.0% but < 99.9% monthly uptime → 5% credit on the affected month's voice/messaging fees
• ≥ 95.0% but < 99.0% monthly uptime → 10% credit
• < 95.0% monthly uptime → 25% credit

Standard email support is included with every account, with target first-response within one (1) business day. Flagship-tier partners receive a dedicated account manager and a shared Slack channel during the first 90 days.

7. Customer data & processing

You retain all rights, title, and interest in your Customer Data. We process Customer Data solely to provide the service to you, to improve it for your benefit (subject to the limits below), and to comply with law.

We act as a data processor (or sub-processor where you've engaged us indirectly). A separate Data Processing Addendum (DPA) governs the specifics — request a copy at founders@zapimlabs.ai.

By default, we do not use your Customer Data to train models that are shared across customers. If we ever offer an opt-in to contribute training data, that opt-in will be granular, explicit, and revocable.

For full details on what we collect, how we use it, where we store it, and your rights, see the Privacy Policy.

8. Intellectual property

The service, including all software, models, documentation, and trade dress, is and remains the property of Zapim Labs and its licensors. You receive a limited, non-exclusive, non-transferable licence to use the service for your internal business purposes during the term.

You retain ownership of your prompts, workflows, transcripts, recordings, and other Customer Data. You grant us a limited licence to host, process, and display Customer Data solely to provide the service.

Feedback you provide about the service may be used by us without restriction or obligation.

9. Confidentiality

Each party agrees to protect the other's Confidential Information with at least the same care it uses for its own, and in no case less than reasonable care. Confidential Information does not include information that is publicly available, was already known, was independently developed, or is required to be disclosed by law.

10. Third-party services

The platform interoperates with third-party services — telephony carriers (Twilio, Telnyx, Vonage, Cloudonix, Vobiz, and others), CRMs (Zoho, Salesforce, HubSpot, etc.), marketing-automation tools (WebEngage, MoEngage, Connect), and AI providers (where you've configured BYOK). Your use of those services is governed by their respective terms; you're responsible for accepting them.

We are not liable for the acts or omissions of third-party services, including failures of carrier delivery, model provider downtime, or third-party policy changes.

11. Suspension & termination

You may terminate your account at any time by giving notice through the dashboard or by writing to founders@zapimlabs.ai. Fees accrued through the date of termination remain due.

We may suspend or terminate the service for cause, including:

• Material breach of these terms (with reasonable notice and a chance to cure where practicable)
• Non-payment past 30 days
• Activity that puts the platform, third parties, or end-users at risk
• An order from a competent regulator or court

Upon termination, your access ends. We will provide a reasonable export window (typically 30 days) for you to retrieve Customer Data, after which we may delete it.

12. Warranties & disclaimers

We warrant that we'll provide the service with reasonable skill and care, in line with industry standards for SaaS voice and conversation AI platforms.

Beyond that, the service is provided "as is". We disclaim, to the maximum extent permitted by law, all other warranties — express, implied, or statutory — including fitness for a particular purpose, merchantability, non-infringement, and uninterrupted or error-free operation.

Voice AI is probabilistic by nature. Even with our best effort, agents may misunderstand, hallucinate, or produce undesired output. Do not rely on the service for decisions where a wrong answer would cause material harm without an appropriate human-in-the-loop.

13. Limitation of liability

To the maximum extent permitted by applicable law:

• Neither party will be liable for indirect, incidental, consequential, special, exemplary, or punitive damages — including lost profits, lost revenue, or lost data — arising out of or in connection with the service or these terms.
• Each party's aggregate liability under or in connection with these terms is capped at the fees paid by you to Zapim Labs in the twelve (12) months preceding the event giving rise to the claim.
• Nothing in these terms limits liability for death, personal injury caused by negligence, fraud, or anything else that cannot be limited under applicable law.

14. Indemnification

You will defend, indemnify, and hold harmless Zapim Labs from claims arising out of (a) your breach of these terms, (b) your Customer Data, (c) misuse of the service in violation of applicable law, or (d) your end-users' interactions with the service. We will defend you against third-party claims that the service, as provided, infringes their intellectual-property rights, subject to standard carve-outs (modifications by you, combinations not approved by us, use in violation of these terms).

15. Governing law & disputes

These terms are governed by the laws of the United Arab Emirates, without regard to conflict-of-laws principles. The parties submit to the exclusive jurisdiction of the courts of the Dubai International Financial Centre (DIFC) for any dispute that cannot be resolved through good-faith negotiation.

Where a customer is a UK-resident enterprise contracting via the group's UK entity, the parties may by mutual written agreement elect English law and the exclusive jurisdiction of the courts of England and Wales. Indian-resident customers may elect Indian law and the exclusive jurisdiction of the courts of Bengaluru.

16. General provisions

Entire agreement

These terms, together with any order form, the Privacy Policy, the DPA, and any partner agreement, constitute the entire agreement between you and us regarding the service and supersede all prior agreements on the subject.

Amendments

We may update these terms from time to time. Material changes will be notified at least thirty (30) days in advance. Continued use after the effective date constitutes acceptance.

Assignment

You may not assign these terms without our prior written consent. We may assign these terms in connection with a merger, acquisition, or sale of substantially all assets.

Force majeure

Neither party is liable for failure to perform due to events beyond reasonable control — including acts of God, war, terrorism, internet or carrier outages, government action, or pandemic.

Severability

If any provision is held unenforceable, the remainder remains in force, and the unenforceable provision is replaced by an enforceable one that comes closest to the parties' original intent.

Notices

Notices to us go to founders@zapimlabs.ai with a copy to the registered address of the contracting Zapim Labs entity. Notices to you go to the email on your account.