Terms of service
These terms are the agreement between you and Aethergrid SRLS for the use of Talkzen. They are deliberately plain. Where a clause limits what you can expect from us, it says so in the same words we would use out loud.
01Parties and scope
Talkzen is operated by Aethergrid SRLS, VAT number IT06439890655, a company incorporated in Italy ("we", "us"). "You" is the person or company that opens an account.
By creating an account, or by using the service, you accept these terms. If you are accepting on behalf of a company, you confirm that you are authorised to bind it.
These terms, the privacy policy and the cookie policy are the whole agreement between us on this subject, and they replace anything said before them.
02The account
You need an account to use the service. You must give accurate details and keep them current, and you must be at least 18 years old.
You are responsible for what happens under your credentials. Keep your password to yourself, use multi-factor authentication where we offer it, and tell us at support@talkzen.io as soon as you suspect unauthorised access.
One account belongs to one organisation. Seats are personal to the individuals using them and must not be shared between people.
03What the service is
Talkzen is a platform that brings messages from several channels into one inbox and lets an AI agent, configured by you, reply to them. It is offered on the plans described on the pricing page, each with its own ceilings on users, contacts, channels and flows.
Those four ceilings are the whole of what separates one plan from another. A user is a person with a seat in your account; a contact is an end customer stored in it; a channel is one active connection, so one WhatsApp number is one channel; a flow is one automation you have built. They are ceilings, not monthly allowances: nothing resets and nothing is consumed.
If you reach a ceiling we will tell you and give you the choice of moving up a plan or of staying where you are, with the account continuing to work inside the limits you have. We will never silently charge you for going over one.
04Prices, billing and taxes
Current prices are the ones published at talkzen.io/#pricing: Free at €0.00, Starter at €49.00 per month, Professional at €99.00 per month and Enterprise at €269.00 per month. All prices are in euro and exclude VAT.
Paid plans are billed monthly in advance, on the day of the month you subscribed, by the payment method you provide. Charges recur until you cancel.
VAT is applied according to the rules in force where you are established. If you give a valid EU VAT number and are established outside Italy, the reverse charge applies.
If a payment fails we retry up to three times and tell you each time. If it is still unpaid after a grace period of three days we may suspend the account. Nothing is deleted for a further 30 days, and paying settles it immediately.
05The free plan, and changing plans
The Free plan is free for as long as you use it, with the limits published on the pricing page. It requires no card. We may change its limits with 30 days' notice, and we will not do so retroactively.
You can move between plans at any time from your account. An upgrade takes effect immediately and is charged pro rata for the rest of the period. A downgrade takes effect at the next renewal, so you keep what you have paid for.
You can cancel at any time, effective at the end of the period already paid for. There is no notice period and no exit fee. We do not refund part-used periods, except where the law gives you a refund right.
06Acceptable use
The service exists to have honest conversations with people who chose to start them. You must not use it to:
- Send unsolicited bulk messages, or contact people who have not given a lawful basis for being contacted on that channel.
- Impersonate another person or organisation, or misrepresent who is behind a conversation.
- Deceive, defraud, phish, or distribute malware.
- Publish or transmit content that is unlawful, harassing, hateful, or sexual content involving minors.
- Break the terms of a connected channel such as WhatsApp, Meta or Telegram — their rules apply to you on top of ours.
- Probe, scrape, overload, or reverse engineer the platform, or circumvent its limits.
- Resell the service outside the reseller terms of an Enterprise plan.
You must tell the people you talk to that they are speaking with an automated agent, where the law where they live requires it. We give you the tools; using them correctly is your responsibility.
07Your content and your customers' data
Everything you upload and every conversation your customers have through your account stays yours. We claim no ownership of it.
You grant us the limited licence needed to host, transmit, back up and display that content, strictly for the purpose of running the service for you. That licence ends when you delete the content or close the account.
For personal data inside those conversations you are the controller and we are the processor, on the terms of the privacy policy and of the data processing agreement available on request. You are responsible for having a lawful basis for the data you bring in.
We do not use your content to train models that serve anyone else.
08Our rights, and the whitelabel
The platform, its software, its design and its documentation belong to us. These terms give you a right to use the service, not to own any part of it.
On plans that include the whitelabel, we grant you a licence to present the interface under your own brand — your name, logo, colours and domain — for the term of your subscription. You may not represent that you built the underlying platform, remove security notices, or sublicense the software itself.
You may not copy, decompile or create derivative works from the platform, except to the narrow extent that mandatory law permits regardless of contract.
If you send us feedback or a suggestion, we may use it freely and without owing you anything for it.
09Third-party channels
Talkzen connects to channels operated by other companies. Those channels have their own terms, their own prices where they charge, their own message policies and their own outages.
We are not responsible for a third-party channel changing its API, its policy or its pricing, nor for it suspending your account there. If a channel becomes unavailable to us we will tell you and, where we can, offer an alternative.
Costs a channel charges you directly — WhatsApp conversation fees, for instance — are between you and them, and are not included in your Talkzen subscription.
10Availability and support
We aim for 99.5% monthly availability, measured outside announced maintenance windows. Enterprise contracts may set a different, contractually binding SLA with service credits.
Planned maintenance is announced at least 48 hours in advance and is scheduled outside European business hours wherever we can manage it. Emergency maintenance may happen without notice when security requires it.
Support is provided by email and in-app at the level your plan describes: community for Free, one business day for Starter, four hours for Professional, and the terms of your contract for Enterprise. Response times are working-hours targets, not guarantees, except where an Enterprise SLA says otherwise.
11Suspension and termination
You can close your account at any time from your settings.
We may suspend or terminate an account if you materially breach these terms, if payment stays unpaid after the period in clause 4, if your use puts the platform or other customers at risk, or if the law requires it.
Except for a serious breach or a legal requirement — where suspension may be immediate — we will warn you first and give you a reasonable chance to put it right.
After termination your data stays exportable for 30 days, and is then deleted. Ask us within those 30 days and we will help you get it out.
12Warranties, and what we do not promise
We warrant that we will provide the service with reasonable skill and care, as a competent provider in this market would.
Beyond that, the service is provided as it is. In particular, we do not warrant that it will be uninterrupted or error-free, nor that an AI agent will always be accurate. Language models make mistakes. You keep control of the handover rules, and you should not use the service for decisions that need human judgement without a human in the loop.
Nothing in these terms excludes a warranty or right that mandatory law gives you and does not allow to be excluded.
13Limitation of liability
Neither party excludes liability for death or personal injury caused by negligence, for fraud, or for anything else that the law does not permit to be limited.
Subject to that, our total liability arising out of or in connection with this agreement in any 12-month period is limited to the total amount you paid us for the service in the 12 months before the event giving rise to the claim.
Neither party is liable to the other for loss of profit, loss of revenue, loss of anticipated savings, loss of business opportunity or reputational harm, in each case however arising.
We are not liable for a failure caused by something outside our reasonable control, including an act of a third-party channel, a network or hosting failure, or an event of force majeure.
14Changes
We may change the service. Where a change materially reduces functionality you rely on, we will tell you at least 30 days beforehand.
We may change these terms. Material changes are announced by email to account holders at least 30 days before they take effect. If you do not accept a change, you may cancel before it takes effect and we will refund any period paid for and not used.
Changes required by law or by a security emergency may take effect sooner, and we will explain why.
15Governing law and jurisdiction
This agreement is governed by Italian law, without regard to its conflict of law rules.
Any dispute arising out of or in connection with this agreement is subject to the exclusive jurisdiction of the courts of Salerno, Italy.
If you are a consumer, this clause does not deprive you of the protection of the mandatory rules of the country where you habitually reside, nor of your right to bring proceedings before the courts of that country.
If any clause of these terms is held invalid, the rest stays in force and the invalid clause is replaced by a valid one with the closest possible effect.
Questions about these terms: legal@talkzen.io.