Terms of Service

1. Introduction

These Terms of Service ("Terms") are a legal agreement between you ("Customer", "you") and Zlick LTD ("Zlick", "we", "us").

By creating an account, connecting email inboxes or third-party systems, or otherwise using the Services, you confirm that you have read, understood, and agree to be bound by these Terms. If you do not agree, you may not use the Services.

These Terms apply to all use of Zlick Support Automation (the "Services"), whether during a trial or a paid subscription, and should be read together with our Privacy Policy and Data Processing Addendum (DPA).

You must be at least 18 years old and have the authority to bind your organization to these Terms.

2. Definitions

• "Services" means Zlick's cloud-based support automation platform that connects to Customer support inboxes and subscription or payment systems to assist with drafting, managing, and automating support responses.
• "Customer Data" means any data submitted to or processed through the Services on behalf of the Customer, including email content, metadata, and data from connected third-party systems.
• "End Users" means individuals whose personal data is included in Customer Data (for example, subscribers contacting support).
• "Third-Party Services" means external platforms integrated with the Services, such as email providers and subscription or payment systems.
• "Authorized Users" means individuals authorized by Customer to access the Services.

3. License and Access

Subject to these Terms, Zlick grants you a non-exclusive, non-transferable, non-sublicensable right to access and use the Services during your subscription term.

You are responsible for:

• ensuring only Authorized Users access the Services,
• maintaining the confidentiality of login credentials, and
• all activities that occur under your account.

4. Acceptable Use

You agree not to:

• use the Services for unlawful, fraudulent, or abusive purposes;
• interfere with or disrupt the integrity or performance of the Services;
• attempt to bypass technical limits or security controls;
• reverse engineer, decompile, or disassemble the Services except to the extent permitted by law;
• resell, sublicense, or make the Services available to third parties without Zlick's prior written consent.

You remain responsible for your internal workflows and for reviewing and approving all outputs before communicating with end users.

5. Customer Data and Data Protection

5.1 Customer Data Ownership and Use

You retain all rights to Customer Data.

You grant Zlick a limited right to access, process, store, and transmit Customer Data solely as necessary to provide, maintain, secure, and improve the Services, in accordance with these Terms and the DPA.

You represent and warrant that you have all necessary rights, consents, and lawful bases to provide Customer Data to Zlick and to authorize its processing.

5.2 No AI Model Training

Zlick does not use Customer Data to train general-purpose AI models. Customer Data is processed only to deliver the Services.

5.3 Data Retention

Customer Data retention and deletion practices are described in the Privacy Policy, under the section titled "Data Retention", and in the Data Processing Addendum.

In the event of any conflict, the Data Processing Addendum shall prevail with respect to data handling obligations.

6. Third-Party Integrations

The Services may integrate with Third-Party Services. By enabling such integrations, you authorize Zlick to access and process data from those services on your behalf solely to provide the Services.

Zlick is not responsible for the availability, functionality, or changes to Third-Party Services, nor for your compliance with their terms.

7. AI-Assisted Features

The Services may include AI-assisted features such as response drafting, summarization, categorization, or recommendations.

You acknowledge that:

• AI-generated outputs may be inaccurate or incomplete;
• AI outputs are provided as assistance only and must be reviewed and approved by a human; and
• you remain fully responsible for any communications sent to end users and for the consequences of their use.

8. Fees and Payment

Fees, billing mechanics, and payment terms are defined in your subscription plan, order form, or written agreement with Zlick.

Unless otherwise agreed in writing:

• fees are payable as invoiced;
• fees are non-refundable; and
• failure to pay may result in suspension or termination of access.

All fees are exclusive of applicable taxes, which you are responsible for paying.

9. Suspension and Termination

9.1 Termination by Customer

The Customer may terminate the Services by providing written notice to Zlick at support@zlick.it or through the account settings (if available). Unless otherwise agreed in writing, termination will take effect at the end of the then-current billing period. Fees paid are non-refundable.

9.2 Termination by Zlick

Zlick may suspend or terminate access to the Services if:

• the Customer breaches these Terms,
• payments are overdue, or
• continued use poses legal, security, or operational risks.

9.3 Effect of Termination

Upon termination:

• access to the Services will cease; and
• Customer Data will be handled in accordance with the Privacy Policy and Data Processing Addendum.

10. Intellectual Property

All rights, title, and interest in the Services, including software, documentation, and related materials, are owned by Zlick or its licensors.

No rights are granted to the Customer except as expressly stated in these Terms.

11. Disclaimer

The Services are provided "as is" and "as available."

To the maximum extent permitted by law, Zlick disclaims all warranties, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

Zlick does not guarantee uninterrupted or error-free operation.

12. Limitation of Liability

To the maximum extent permitted by law:

• Zlick shall not be liable for indirect, incidental, special, or consequential damages, including loss of profits, revenue, or data.
• Zlick's total liability arising out of or relating to the Services shall not exceed the fees paid by you for the Services in the 12 months immediately preceding the event giving rise to the claim.

Nothing in these Terms limits liability that cannot be excluded or limited under applicable law.

13. Confidentiality

13.1 Definition of Confidential Information

"Confidential Information" means any non-public information disclosed by one party ("Disclosing Party") to the other party ("Receiving Party") in connection with the Services, whether disclosed orally, in writing, electronically, or otherwise, that is designated as confidential or that reasonably should be understood to be confidential given the nature of the information and the circumstances of disclosure.

Confidential Information includes, without limitation:

• Customer Data;
• pricing, and commercial arrangements;
• business, financial, and operational information; and
• communications between the parties relating to the Services.

13.2 Exclusions

Confidential Information does not include information that the Receiving Party can demonstrate:

• is or becomes publicly available without breach of these Terms;
• was lawfully known to the Receiving Party prior to disclosure without confidentiality obligations;
• is lawfully received from a third party without breach of confidentiality obligations; or
• is independently developed by the Receiving Party without use of the Disclosing Party's Confidential Information.

13.3 Confidentiality Obligations

The Receiving Party agrees to:

• use Confidential Information solely for purposes of performing under or using the Services;
• not disclose Confidential Information to any third party except as permitted under these Terms; and
• protect Confidential Information using at least the same degree of care it uses to protect its own confidential information of a similar nature, and in no event less than a reasonable standard of care.

13.4 Permitted Disclosures

The Receiving Party may disclose Confidential Information to its employees, contractors, and professional advisors who:

• have a legitimate need to know for purposes related to the Services; and
• are bound by confidentiality obligations no less protective than those set out in these Terms.

13.5 Compelled Disclosure

The Receiving Party may disclose Confidential Information to the extent required by law, regulation, or court order, provided that (to the extent legally permitted) it gives the Disclosing Party prompt notice and reasonable assistance to seek protective measures.

13.6 Duration

Confidentiality obligations under this Section survive termination of the Services and remain in effect for as long as the information remains confidential, except for Customer Data, which is handled in accordance with the Privacy Policy and Data Processing Addendum.

14. Governing Law and Jurisdiction

These Terms are governed by the laws of England and Wales.

The courts of England and Wales shall have exclusive jurisdiction over any dispute arising out of or in connection with these Terms.

15. Changes to These Terms

Zlick may update these Terms from time to time. The updated version will be published with a revised "Last updated" date.

Continued use of the Services after the effective date constitutes acceptance of the updated Terms.

16. Contact Information