Fair Usage Policy

This Fair Usage Policy ("Policy") is designed to ensure responsible, equitable, and sustainable use of the ZöTok platform by all users. By using ZöTok, you agree to abide by the terms outlined below. This Policy is binding in conjunction with ZöTok’s Terms of Service (T&C) and in event of any conflict or interpretation variation with the Terms of Service, this FUP policy shall supersede the definitions and obligations in T&C document.

1. GenAI Output Liability Disclaimer

ZöTok leverages advanced GenAI technologies to automate conversations over WhatsApp and other platforms. While we strive for high-quality responses, we do not assume liability for:

• Accuracy, completeness, or timeliness of GenAI-generated responses
• Any business loss, pricing errors, contractual misrepresentation, or reputational harm arising from AI responses
• Any user or third-party reliance on information generated by ZöTok AI

All content generated by GenAI should be reviewed and verified by the customer's internal teams before critical usage.

2. Definition of a Conversation

A conversation is defined as any 24-hour window of inbound/outbound messages exchanged with a customer on WhatsApp, as per Meta's Conversation API guidelines.

For commercial and operational fairness:

• Each conversation is assumed to consist of a maximum of 6 text messages or 2 image messages (1 image = 3 text messages)
• Conversations exceeding this default limit may be throttled or subjected to additional pricing at ZöTok's discretion

3. Plan Usage Assumptions

Plans are designed based on Active Customers, defined as customers who engage in at least one conversation per calendar month.

ZöTok assumes:

• Each active customer engages in up to 5 conversations per month
• Broadcast campaigns do not count as conversations unless the recipient replies

If actual usage significantly exceeds this assumption:

• We reserve the right to recalculate your actual conversation count
• Excess usage may be charged at ₹10 per additional active customer per month, or ₹2.5 per excess conversation (whichever is applicable based on your plan)

4. Anti-Manipulation Clause

Any deliberate attempt to manipulate usage patterns to avoid fair billing, including but not limited to:

• Diverting user replies to alternate WhatsApp numbers outside ZöTok
• Using ZöTok solely for broadcast or outbound campaigns without conversation tracking
• Creating multiple sub-brands/accounts to bypass commercial tiers

...will be treated as a violation of this Fair Usage Policy. In such cases, ZöTok reserves the right to:

• Reclassify your plan tier and retroactively apply higher usage fees
• Suspend or limit access to specific modules or features
• Terminate the account with due notice

5. Fraud, Abuse & Product Misuse

ZöTok reserves full rights to investigate, restrict, or revoke access in the case of any:

• Misuse of features beyond intended B2B/enterprise use
• Fraudulent use (e.g., sending spam, phishing, impersonation, or misleading campaigns)
• Use of the product for non-permitted content (e.g., adult, hate speech, unlicensed medicine or crypto, pyramid schemes)

6. Policy Updates & Enforcement

• ZöTok reserves the right to update this Policy at any time to cover emerging misuse scenarios, business model shifts, or platform partner changes (e.g., Meta)
• Updated versions will be posted on the ZöTok website and notified via email or in-product alerts
• Continued use of ZöTok post-update implies acceptance of the revised terms

7. Dispute Resolution

Any disagreements regarding billing or Fair Usage Policy application shall be addressed through ZöTok's official support channels. All claims must be made within 15 days of invoice generation, failing which the invoice will be deemed accepted.