Terms of service

The agreement

These terms govern your use of Ezro, the AI customer operations service run by Ezro (“Ezro”, “we”, “us”). “You” means the business that signs up, and anyone using Ezro on its behalf. By creating an account, signing an order form, or using the service, you agree to these terms. If you accept them for a business, you confirm you have the authority to bind it.

If you and Ezro sign an order form or another written agreement, it forms part of this agreement. If it conflicts with these terms, the order form wins for the matter it covers.

The service

Ezro connects to the channels you choose (email, Instagram, Messenger and WhatsApp), answers your customers using the knowledge, procedures and guidance you give it, takes the actions you allow in the systems you connect, and hands matters to your team when you have said it should. We may improve, change or retire features over time. If we make a change that materially reduces what you are paying for, we will tell you in advance.

Accounts

You must give accurate information when you sign up and keep it up to date. You are responsible for everything done through your account, for the people you invite to it, and for keeping sign-in details secure. Tell us promptly at hello@ezro.app if you think someone has got into your account without permission.

Your responsibilities

You are responsible for:

• using Ezro lawfully, and only for your genuine business;
• the knowledge, procedures, guidance and settings you give Ezro, and for checking they are right;
• having the rights you need to give us the content and data you connect, and to have it processed as described in our privacy policy;
• the permissions and notices your own customers are owed, including telling them that they may be dealing with an automated assistant where the law or a platform requires it, and getting any consent needed to message them; and
• following the rules of the channel platforms you connect, including Meta’s terms and policies for Instagram, Messenger and WhatsApp, and the WhatsApp Business policies.

Ezro’s answers

Ezro uses AI. It can be wrong, incomplete or out of date, and it can misread a message. You accept that answers are generated and are not guaranteed to be accurate.

You decide how much Ezro is allowed to do. You configure it, test it before it goes live, choose the actions it may take, and choose which matters always go to a person. You stay responsible for what Ezro says and does on your behalf, in the same way you would be for a member of your team. Use the testing tools and handoff controls to keep it within the limits you want, and review its work.

Do not use Ezro as the only basis for decisions that could seriously affect someone’s health, safety, legal position or access to essential services.

Acceptable use

You must not use Ezro to:

• break the law, or help anyone else to;
• send spam, unsolicited bulk messages, or messages to people who have not agreed to hear from you where consent is required;
• harass, deceive, defraud or impersonate people, or send harmful, abusive or unlawful content;
• infringe other people’s intellectual property or privacy;
• attempt to get around platform rules, rate limits or security measures, or to access data you are not entitled to;
• probe, scan or test the service’s weaknesses without our written permission, or interfere with how it works for others;
• reverse engineer the service, or use it to build a competing product; or
• use it for anything a connected platform forbids.

Fees and billing

Fees are set out in your order form or plan. Ezro’s pricing is based on resolutions, meaning conversations that Ezro resolves without the customer coming back about the same matter, rather than on the number of seats. The order form or plan describes how a resolution is counted, any minimums, and how usage is reported. We will invoice in the currency stated there, and you must pay by the due date shown on the invoice.

Fees do not include taxes, duties or levies, which you must pay in addition where they apply, other than taxes on our income. Payments are processed by Stripe. If you do not pay on time, we may charge interest at the rate the law allows on overdue amounts, and we may suspend the service after giving you notice. If you believe an invoice is wrong, tell us within 30 days of receiving it so we can fix it.

Trials

We may offer a trial or a pilot. Unless the order form says otherwise, a trial may be limited, may carry no commitment, and may be ended by either of us at any time. These terms apply to a trial in full, and we provide trial features as they are.

Your data

You keep all rights in the content, messages and data you and your customers put into Ezro (“your data”). You give us a licence to host, copy, process, transmit and display your data, and to send it to the providers described in our privacy policy, only as needed to provide, secure and support the service and to meet our legal duties. We do not sell your data and we do not use it to train AI models.

For personal data about your customers, you are the controller and we are the processor. We will process it only on your instructions as set out in these terms and your use of the service, keep it confidential, keep appropriate security in place, help you answer requests from the people it concerns, tell you without undue delay if we become aware of a breach affecting it, and delete it as described in our data deletion page. If you need a separate data processing agreement, write to privacy@ezro.app.

We may use information about how the service performs and is used (not your customers’ message content) in aggregated form to run and improve Ezro.

Confidentiality

Each of us may receive confidential information from the other, such as business plans, pricing and your data. The receiving party will use it only for this agreement, protect it with reasonable care, and not disclose it except to people who need it and are bound to keep it confidential, or as the law requires. This does not cover information that is public through no fault of the receiving party, was already known to it, or was independently developed.

Third-party services

Ezro works with services we do not control, such as Meta’s platforms, your email provider, and the systems you connect, like ERPNext, Google Sheets and Dolibarr. Their availability, behaviour and terms are their own, and a change on their side (for example a platform policy change or an outage) can affect Ezro. We are not responsible for third-party services, and your use of them is under your agreement with them.

WhatsApp has its own rules for when a business can message a customer. Ezro answers freely inside WhatsApp’s 24-hour customer service window; outside it, follow-ups can only go out as templates that WhatsApp has approved. You are responsible for the templates you submit and for complying with those rules.

Suspension and termination

You can stop using Ezro and close your account at any time, subject to any minimum term in your order form. Either of us may end the agreement on 30 days’ written notice, or immediately if the other seriously breaks it and does not fix the problem within 14 days of being told.

We may suspend or limit the service straight away, with as much notice as we can reasonably give, if we reasonably believe it is needed to protect the service, other users or other people, if you break the acceptable use rules, if a platform requires it, or if the law requires it. We will restore the service once the reason has been dealt with.

When the agreement ends, your right to use Ezro ends. Amounts owed remain payable. We will delete your data as described in our data deletion page. Provisions that by their nature should survive, including payment, confidentiality, disclaimers, liability and governing law, do so.

Disclaimers

We work hard to run a dependable service, but we provide it “as is” and “as available”. To the fullest extent the law allows, we do not give any warranty that the service will be uninterrupted or error-free, that Ezro’s answers will be accurate or suitable for your purposes, or that connected third-party services will keep working. Some jurisdictions do not allow certain warranties to be excluded, in which case the exclusion applies only as far as the law allows.

Limitation of liability

To the fullest extent the law allows:

• neither of us is liable to the other for indirect or consequential loss, or for loss of profit, revenue, goodwill or anticipated savings, however it arises;
• our total liability to you for all claims arising out of or relating to the service is limited to the fees you paid us in the 12 months before the event that gave rise to the claim; and
• nothing in these terms limits liability that cannot be limited by law, such as liability for fraud, or for death or personal injury caused by negligence.

These limits do not apply to your obligation to pay fees, or to your responsibility under the indemnity below.

Indemnity

You will defend us against claims brought by a third party, and pay the resulting damages, costs and reasonable legal fees that a court or settlement awards, to the extent they arise from your data, from your breach of these terms (including the acceptable use rules), or from messages you send or have Ezro send that break the law or a platform’s rules. We will tell you promptly about the claim, let you control its defence and settlement (but not settle it in a way that admits fault on our part without our consent), and give reasonable help at your cost.

Changes to these terms

We may change these terms. If a change matters, we will tell you by email or in the product at least 30 days before it takes effect. If you do not agree, you can stop using Ezro before then. If you keep using it after the change takes effect, you accept the new terms. The date at the top shows when these terms last changed.

Governing law and disputes

These terms are governed by the laws of the Republic of Uganda. If a dispute arises, we will first try in good faith to settle it by talking, and either of us may start that by writing to the other. If it is not settled within 30 days, either of us may take it to the courts of the Republic of Uganda, which have exclusive jurisdiction, except that either of us may go to any court to protect its confidential information or intellectual property.

General

This is the whole agreement between us about Ezro and replaces any earlier understanding about it. If part of it cannot be enforced, the rest still applies. If we do not enforce a right straight away, that does not mean we have given it up. You may not transfer your rights under this agreement without our written consent; we may transfer ours as part of a merger or sale of our business. Neither of us is liable for delay or failure caused by events beyond our reasonable control. Nothing here creates a partnership, agency or employment between us.

Contact

Questions about these terms: hello@ezro.app. Privacy matters: privacy@ezro.app.