Terms of Service

Last updated: 21 October 2026

These Terms of Service (“Terms”) are an agreement between you and Zencia AI Tech Private Limited(“Zencia”, “we”, “us”) for the use of ECHO by Zencia, our AI voice-agent platform at app.zencia.ai, its APIs, widgets and integrations (the “Service”). By creating an account or using the Service you accept these Terms. If you use the Service for a company, you confirm you may bind that company, and “you” means the company.

1. The Service

ECHO lets you build AI agents that answer and make phone calls, chat on your website and messaging channels, and take actions such as booking appointments or sending messages through services you connect. Agents are powered by third-party AI models and speak with synthetic voices. Their replies are generated automatically and may be inaccurate. You are responsible for the prompts, knowledge and settings you give an agent, and for reviewing what it does on your behalf.

2. Accounts

  • You must be at least 18 and provide accurate information, including a working email address you control.
  • Keep your password and API keys confidential. You are responsible for all activity under your account.
  • One person or business per account unless you are a reseller using the Client Portal, in which case you are responsible for your clients’ use.

3. Acceptable use

You agree not to use the Service to:

  • make calls or send messages without the consent the law requires, including India’s TRAI rules on commercial communication and, where applicable, the TCPA and GDPR;
  • record calls without the notices or consent the law requires in the Caller’s and your jurisdiction;
  • impersonate a person or organisation, or present an agent as human when a Caller asks whether they are speaking with a machine;
  • deceive, harass, threaten or defraud anyone, or collect payment card, government ID or health data through an agent unless you have the legal right and safeguards to do so;
  • send spam, run emergency or safety-critical services, or anything illegal in your jurisdiction;
  • probe, overload or interfere with the Service, or resell it other than through the Client Portal.

We may suspend or remove agents or accounts that break these rules, with notice where practical.

4. Your content and data

You keep ownership of everything you upload or create: prompts, knowledge bases, recordings, transcripts and leads. You grant us a licence to host, process and transmit it only as needed to run the Service for you. You are the data controller for your Callers’ data and must have a lawful basis to process it. Our handling of personal data is described in the Privacy Policy, which forms part of these Terms.

5. Connected services

When you connect a third-party service, such as a telephony provider, WhatsApp, Cal.com, Google Calendar or Microsoft Outlook, you authorise us to act on that service on your behalf within the permissions you grant, and you agree to that service’s own terms. We are not responsible for their availability or changes.

6. Plans, minutes and payment

  • Prices are shown at zencia.ai/pricing in US dollars, with Indian accounts billed in rupees at the fixed rate shown at checkout. GST is added where applicable and a tax invoice is issued.
  • Plans are bought for a term (monthly or annual) and do not renew automatically. When a term ends the account returns to the Starter plan, and unused plan minutes lapse. Top-up minutes do not expire.
  • Minutes are counted from the moment an agent connects to the voice engine until the call ends. Web chat counts ten replies as one minute. Agents on the Zencia Prime voice model use 1.25 minutes per minute of talk; Zencia Core uses one.
  • Add-ons are charged as described on the pricing page: one-time for navigator sites, 30 days for tool add-ons.
  • Payments are processed by Razorpay. Fees are non-refundable except where the law requires or where we state otherwise in writing. Promotional codes may carry their own conditions.
  • We may change prices with at least 30 days’ notice. Changes apply to purchases made after the notice period.

7. Availability

We aim for high availability but do not guarantee uninterrupted service. Calls depend on carriers, AI providers and your connected services, which we do not control. Planned maintenance is announced in the dashboard where possible.

8. Intellectual property

The Service, its software, voices and branding belong to Zencia or its licensors. You may not copy, modify, reverse-engineer or create derivative works from the Service except as the law allows. Feedback you give us may be used without obligation.

9. AI disclaimer

AI agents can misunderstand, make mistakes or state things that are untrue. They do not give legal, medical or financial advice. You must not rely on an agent for decisions where an error could cause harm, and you must keep a human able to take over where your use case requires it.

10. Warranties and liability

The Service is provided “as is”. To the extent the law allows, we disclaim all warranties, and our total liability for any claim arising from the Service is limited to the amount you paid us in the twelve months before the claim. We are not liable for indirect or consequential losses, lost profits, or losses caused by your content, your Callers, or third-party services. Nothing in these Terms limits liability that cannot be limited by law.

11. Indemnity

You will indemnify us against claims arising from your content, your agents’ calls and messages, your breach of these Terms, or your breach of law, including telemarketing, recording and data-protection law.

12. Termination

You can stop using the Service and delete your account at any time from Settings. We may suspend or terminate accounts that breach these Terms or that are unpaid, and may discontinue the Service with at least 30 days’ notice. On termination your data is deleted as described in the Privacy Policy. Sections that by their nature should survive, including payment, liability and indemnity, survive.

13. Governing law

These Terms are governed by the laws of India. Courts in Lucknow, Uttar Pradesh have exclusive jurisdiction, subject to any mandatory consumer-protection rights in your country of residence.

14. Changes to these Terms

We may update these Terms. Material changes are announced in the dashboard or by email at least 14 days before they take effect. Continued use after that date means you accept the new Terms.

15. Contact

Zencia AI Tech Private Limited
5/68 Vishal Khand, Gomtinagar, Lucknow, Uttar Pradesh 226010, India
info@zencia.ai