Product terms

1. The service and this agreement

Zen & Zen brings CRM, a customer support portal, and browser-based business phone into one customizable workspace. These terms cover the product, its APIs, and the people and agents you authorize to use your workspace.

When you accept these terms for a business, you confirm that you are authorized to act for that business. “You” means that customer; “we” means the company providing Zen & Zen. Any separately agreed written terms take priority where they address the same subject.

2. Access and trials

Signups currently require waitlist approval. A credit card may be required for verification during the trial. Trial features and usage are limited or capped for fair use.

Keep account information accurate, protect sign-in access and API credentials, and give teammates and agents only the permissions they need. You are responsible for authorized activity in your workspace. Contact us if you suspect unauthorized access.

Any trial duration, specific caps, and paid enrollment terms will be explained when access is approved. A card provided for trial verification alone does not authorize an unspecified paid subscription.

3. Plans and charges

Prices are in US dollars. Standard is $99/month for up to 100 seats and 500,000 records. Pro is $199/month for up to 1,000 seats and 4,000,000 records. These are flat monthly software subscriptions, with no per-seat charge and no annual contract.

Use one, two, or all three — the monthly software price stays the same. AI usage, phone minutes, and VoIP service costs are charged at the underlying API or vendor cost, with no additional Zen & Zen markup. You pay exactly what we pay for that usage.

Software subscription charges are per month, paid in advance for one month of service. The subscription renews for another service month unless you cancel the next renewal. You authorize only the charges disclosed and accepted in your checkout or billing arrangement. Applicable taxes may be added where required.

Your plan’s seat and record limits are shown on the pricing page. These terms do not introduce an automatic per-seat or per-record overage fee.

4. Your data remains yours

You keep ownership of your customer records, conversations, files, and other workspace data. We receive only the permission needed to host and process that data to provide, protect, and support the service you request. Our software and its underlying technology remain ours or our licensors’ property.

You may download your full database and request deletion of your workspace data. We do not use access to your own data as leverage to force a renewal or payment of disputed charges.

You are responsible for having the rights and permissions to provide your data and for giving your customers, staff, and other contacts any notices or choices required by law.

5. AI, phone, and your own agents

AI capabilities are optional on both plans. Transcripts, generated follow-ups, and field updates may contain errors. Review their output and configure automations carefully; the service does not replace professional judgment.

Obtain any required consent before recording or transcribing calls or sending automated messages. Follow applicable calling, privacy, and marketing rules, including recipients’ opt-out requests. Discuss emergency-calling requirements and available phone-service configuration before relying on the phone system.

You control the agents and integrations you connect. Limit their access, protect credentials, and review the independent terms of services you select. Giving an agent API access can let it read or change your data.

6. Use the service responsibly

Do not use the service for fraud, unlawful activity, spam, infringement, unauthorized access, or interference with other customers. Do not bypass access controls or technical limits. Authorized API access and agents are welcome when used within your permissions and agreed limits.

Discuss requirements before uploading data that needs special contractual or regulatory safeguards. These terms alone do not establish a healthcare agreement, certification, or international data-transfer mechanism.

7. Support and availability

White-glove support is initially available in North America, with worldwide expansion planned soon. Customer workspaces are housed in data centers in the United States.

We provide white-glove support and discuss your needs during setup. A specific service-level or recovery commitment applies only if agreed separately in writing. Maintenance, third-party services, and unexpected faults may affect availability; we will communicate material service changes where reasonably practical.

8. Cancellation, export, and deletion

You may request cancellation at any time. Cancellation takes effect when your current paid month of service expires, and stops the next monthly renewal. You keep access until that paid service month ends. The subscription payment for that month is not refunded or prorated, including for unused days.

Cancellation and a request to delete your data are separate actions. Asking for deletion may end access to the deleted workspace before the paid service month finishes; it does not create a refund for that month, except where a refund is required by law.

On a verified request from an authorized customer representative, we remove all customer workspace data from our servers, including retained copies and backups under our control. Once deletion is complete, we do not retain that workspace data. Obtain your export first if you want a copy; permanent deletion cannot be undone.

An outstanding billing matter does not give us ownership of your records or make your data hostage. Export and deletion requests remain available, subject to identity verification and applicable law.

9. Refunds

The software subscription is charged by the month. A month of service already paid for is non-refundable when you cancel, even if you do not use the full month. Cancellation becomes effective after that paid month expires; no refund or prorated refund is provided for its unused portion. Charges made in error and any refund required by law will be corrected.

10. Protecting the service

We may restrict access when necessary to address a material security threat, unlawful use, a serious breach of these terms, or nonpayment. Where practical and lawful, we will explain the issue and give you a chance to resolve it. Urgent protection may require immediate action.

A restriction does not transfer ownership of your data. Where legally permitted, we will still provide an authorized route to request export or deletion.

11. Responsibility and liability

Mandatory customer rights remain protected. Except for express commitments we agree in writing and rights that cannot be excluded by law, the service is provided as available. We do not promise that every result is error-free or that every third-party service will be uninterrupted.

12. Changes, disputes, and contact

We will notify you of material changes to these terms or your software price before they take effect, giving you an opportunity to cancel the next renewal. Changes do not authorize retroactive charges. Acceptance will be obtained where the law requires it.

Contact us first so we can try to resolve a concern. Nothing in these terms imposes mandatory arbitration or a class-action waiver, or removes protections that apply to you under the law.

Use the contact page for service, billing, export, or deletion requests.