Terms of Service

1. About the Service

Zilan Inbox is an omnichannel customer conversation management tool. You can connect your own social media accounts and mailboxes to receive, reply to and manage customer messages in a single interface, and collaborate with your team.

We may adjust, add or remove features at any time. If we remove a significant feature, we will notify you in advance.

2. Registration and eligibility

• You must be at least 18 years old, or otherwise legally able to enter into this agreement
• You must provide true and accurate information when registering
• One email address may belong to only one company account
• You are responsible for safeguarding your password and for all activity under your account
• You must notify us immediately if you believe your account has been compromised

3. Your responsibilities

3.1 Lawful channel authorisation

You must own the channel accounts you connect, or have the account owner's explicit authorisation. You bear all consequences arising from connecting an account you were not entitled to connect.

3.2 Responsibility for end customer data

The personal information you process through the Service belongs to your own customers. You must:

• ensure you have a lawful basis to collect and process that information
• comply with applicable data protection law (such as the PIPL, GDPR and similar regimes)
• provide the required notices to your customers
• respond to your customers' access, correction and deletion requests

With respect to that data, you are the data controller and we are a processor acting on your instructions.

3.3 Compliance with platform rules

When sending and receiving messages through the Service, you remain bound by the policies of Facebook, Instagram, X, WhatsApp and any other platform you use. If a platform suspends your account for violating its rules, we cannot appeal or restore it on your behalf.

4. Prohibited conduct

When using the Service, you must not:

• send spam, unsolicited marketing, or bulk harassing messages
• send unlawful, fraudulent, sexually explicit, violent or infringing content
• impersonate another person or misrepresent your identity
• circumvent, break or interfere with the Service's technical limits and security measures
• reverse engineer, scrape, or access the Service through unauthorised automation
• resell or redistribute the Service, or share your account with unauthorised parties
• use the Service for any activity unlawful in your jurisdiction

If you breach this section, we may suspend or terminate your account without prior notice, with no refund.

5. Subscriptions and payment

• Fees and plans are listed on our pricing page
• Subscriptions are paid in advance for each period and renew automatically unless cancelled before the period ends
• Plan upgrades are prorated for the remaining period and take effect immediately; downgrades take effect from the next billing period
• Exceeding a plan allowance is never charged automatically and does not cause your customer messages to be rejected; we will prompt you to upgrade instead
• We give at least 30 days' notice of price changes, which do not affect the period you have already paid for
• You may request a full refund within 14 days of your first payment; after that, paid fees are non-refundable
• If payment is overdue we may suspend the Service; after 60 days of suspension we may delete your data

Some channels require you to purchase access from the platform directly (for example WhatsApp Business API or X API). Those fees are charged by the platform and are not included in our fees.

6. Ownership of data

Your data belongs to you — including your conversations, customer records, team configuration and uploaded files.

Our use of that data is limited to:

• providing the features of the Service to you
• processing it according to your instructions
• disclosures required by law

You may request an export of your data at any time, and you may request deletion — see our Data Deletion Policy.

The Service's software, interface, trademarks and documentation belong to us. What you receive is a limited, non-transferable licence to use them.

7. Availability

We work to keep the Service stable, but we do not guarantee uninterrupted or error-free operation. Interruptions may arise from:

• planned maintenance (we try to give notice and schedule it during off-peak hours)
• third-party platform API failures, policy changes or rate limiting
• network, power, cloud provider and other factors outside our control
• force majeure

Please note: the Service depends on APIs provided by Facebook, Instagram, X, WhatsApp and others. These platforms may unilaterally change policies, adjust pricing, or restrict or terminate API access. Resulting limitations or unavailability do not constitute a breach by us. If a channel becomes unavailable long-term for this reason, you may request a prorated refund for the unused period.

8. Termination

8.1 Termination by you

You may cancel your subscription or close your account at any time in your settings. After closure, data is handled per section 6 and the Data Deletion Policy.

8.2 Termination by us

We may suspend or terminate your account if:

• you breach these terms, particularly section 4
• payment is overdue
• your usage creates risk for the Service or other users
• we are required to do so by law or regulation

Except in cases of serious breach, we will notify you first and allow a reasonable period to remedy the issue. On termination we give you at least 30 days to export your data (except in cases of serious breach or where prohibited by law).

9. Disclaimer

The Service is provided "as is" and "as available". To the maximum extent permitted by law, we make no warranties of any kind, express or implied, including but not limited to merchantability, fitness for a particular purpose, non-infringement, and uninterrupted or error-free operation.

We are not responsible for: the acts or failures of third-party platforms, operational mistakes by you or your staff, losses arising from compromise of your account credentials, or disputes between you and your customers.

10. Limitation of liability

To the maximum extent permitted by law, we are not liable for indirect, incidental, special, punitive or consequential damages arising from your use of or inability to use the Service, including loss of profits, business interruption, loss of goodwill or loss of data.

Our total aggregate liability under this agreement is limited to the fees you actually paid us in the 12 months preceding the claim.

These limits do not apply to our wilful misconduct or gross negligence, and do not exclude liability that cannot lawfully be excluded.

11. Indemnity

You will indemnify us against losses and reasonable costs arising from third-party claims caused by: your breach of these terms, your connecting a channel account without authorisation, your unlawful handling of end customer data, or unlawful or infringing content you send through the Service.

12. Changes to these terms

These terms may be updated. For material changes we give at least 30 days' notice by email or in-product. Continuing to use the Service after the change takes effect means you accept the new terms. If you do not accept them, you may terminate your account before they take effect and request a refund for the unused period.

13. Governing law and disputes

These terms are governed by the laws of the People's Republic of China (excluding Hong Kong, Macau and Taiwan). Disputes should first be addressed through good-faith negotiation; failing that, they will be submitted to a competent people's court in the place where our operating entity is located.

14. General

• Entire agreement — these terms together with the Privacy Policy form the complete agreement between us
• Severability — if a provision is invalid, the remaining provisions stay in effect
• No waiver — failure to exercise a right does not waive it
• Assignment — you may not assign this agreement without our consent; we may assign it in a business reorganisation

15. Contact us

Questions about these terms: support@zilaninbox.com