Terms of service

About these terms

These terms are an agreement between Zana (meetzana.com, “Zana”, “we”) and the business that creates an account (“you”). By creating an account or using Zana you accept them. If you use Zana for a company, you confirm that you may accept these terms on its behalf. You must be at least 18.

Our Privacy policy and Data deletion page are part of these terms and explain how we handle data.

The service

Zana gives your business an AI assistant and tools for customer messages, a product and service catalog, orders and bookings, across the channels you connect and your Zana page. Zana is in an early access phase: features may change, be added or be removed, and we will tell you about changes that affect you.

Your account and team

• Keep your business details, prices, stock and policies accurate; the assistant answers customers from them.
• Keep access to your email secure; sign-in codes are sent there. Never share a sign-in code.
• You choose who joins your team and with which role, and you are responsible for what your team members do in Zana.
• Tell us at once if you think someone has accessed your account without permission.

Connected channels

When you connect Instagram, Facebook Messenger, WhatsApp or TikTok, you authorize Zana to receive messages and send replies on your behalf. You must follow those platforms’ terms and policies, including the Meta Platform Terms, the WhatsApp Business policies and TikTok’s terms. On WhatsApp, only message people who have agreed to hear from your business.

These platforms are run by third parties. They can change their features, limits or rules, or suspend access, and we are not responsible for their outages or decisions. You can disconnect a channel at any time in the app or in the platform’s own settings.

The AI assistant

The assistant replies to customers automatically using only your business data for prices, stock, policies and order status. It does not invent them, and it hands conversations to your team when it is unsure or a customer asks for a person. Orders it prepares start as drafts and become final only when the customer confirms.

AI can still misunderstand a message or phrase something poorly. Check your settings and conversations regularly; you can pause the assistant or take over any conversation. You remain responsible for your offers, prices, products, services and your relationship with your customers.

Your content and your customers’ data

You own your content: your catalog, photos, documents and messages. You give us permission to store, process and display it only to provide Zana to you. We process your customers’ data on your behalf and according to your instructions, as described in the Privacy policy.

You are responsible for having the right to use the content you upload and for telling your customers, as the law requires, that you use Zana and an AI assistant to answer them.

Acceptable use

You may not use Zana to:

• send spam, unsolicited bulk messages or messages to people who did not agree to them;
• mislead or defraud people, or sell illegal, counterfeit or dangerous goods and services;
• publish content that is illegal, hateful, violent, sexual involving minors, or that infringes the rights of others;
• break the rules of Meta, WhatsApp, TikTok or any connected platform;
• attack, overload, scrape or try to break the security of Zana or access other businesses’ data;
• resell or copy Zana, or use it to build a competing service.

Plans, credits and fees

Some features, such as AI replies and imports, use credits. During early access, plans, credits and prices may change; any price is shown to you before you pay, and paid credits are not refundable unless the law requires it. Taxes and fees charged by connected platforms (for example WhatsApp conversation fees) are your responsibility.

Availability and support

We work to keep Zana available and secure, but it may be interrupted for maintenance, updates or reasons outside our control. We do not guarantee that it will be uninterrupted or error-free. For help, write to the contact address below.

Suspension and termination

You can stop using Zana at any time and request deletion of your account in the app (Settings › Delete account). We process the request within 30 days as described on the Data deletion page; until then you can cancel it.

We may suspend or close an account that breaks these terms, puts others at risk or is required to be closed by law. Where possible we will warn you first and give you time to fix the problem.

Disclaimers and liability

Zana is provided “as is” and “as available”. As far as the law allows, we are not liable for indirect or consequential losses, such as lost profits, lost sales or lost data, and our total liability for any claim is limited to the amount you paid us in the 12 months before the claim. Nothing in these terms limits liability that cannot be limited by law, such as for intent or gross negligence.

You will compensate Zana for claims by third parties that result from your content, your products or services, or your breach of these terms or of the law.

Changes to these terms

We may update these terms. For important changes we will tell you by email or in the app at least 15 days before they take effect. If you do not agree, you can stop using Zana and delete your account; continuing to use it after the date means you accept the new terms.

Governing law

These terms are governed by the laws of the Republic of Albania. We will first try to solve any dispute together; if we cannot, the competent courts in Tirana will decide, unless the law gives you the right to go to another court.