Legal

Terms of Service

Last updated: 17 March 2026 · Effective: 17 March 2026

Contents

  1. Acceptance of Terms
  2. The Service
  3. Accounts & Access
  4. Subscriptions & Billing
  5. Acceptable Use
  6. WhatsApp & Meta Compliance
  7. Data & Privacy
  8. Intellectual Property
  9. Limitation of Liability
  10. Termination
  11. Governing Law
  12. Contact

1. Acceptance of Terms

By accessing or using the Zena platform (zena.fictoralabs.ae or whatsapp.fictoralabs.ae), you agree to be bound by these Terms of Service ("Terms"). If you are using Zena on behalf of a company, you represent that you have authority to bind that company to these Terms. If you do not agree, do not use the service.

2. The Service

Zena is a WhatsApp Business platform operated by Fictoralabs FZ LLC ("Fictoralabs", "we", "us"). The platform provides tools for WhatsApp automation, team inbox management, lead capture, broadcasting, CRM analytics, and API integrations, built on Meta's official WhatsApp Business Cloud API.

We reserve the right to modify, suspend, or discontinue any aspect of the service at any time with reasonable notice.

3. Accounts & Access

  • You must provide accurate registration information and keep it updated.
  • You are responsible for all activity under your account.
  • You must keep your API keys and access tokens confidential.
  • You must not share login credentials with unauthorised individuals.
  • You must notify us immediately of any suspected unauthorised access at hello@fictoralabs.ae.
  • You must be at least 18 years of age to use the service.

4. Subscriptions & Billing

Plans. Zena is offered on a subscription basis at the prices listed on our Pricing page. Plans are billed monthly or annually in AED.

Free Trial. New accounts receive a 14-day free trial. The trial begins when you first connect a WhatsApp number in Settings. No credit card is required to start a trial. At the end of the trial, the account reverts to limited access until a paid plan is selected.

Billing. Payments are processed by Stripe. By subscribing, you authorise us to charge your payment method on a recurring basis. Prices are inclusive of UAE VAT where applicable.

Upgrades & Downgrades. You may change your plan at any time. Upgrades take effect immediately. Downgrades take effect at the next billing cycle. We do not offer prorated refunds for plan downgrades.

Cancellation. You may cancel your subscription at any time from the Billing page. Cancellation takes effect at the end of the current billing period. We do not offer refunds for partial periods.

Add-ons. Extra agent seats (AED 49/mo) and extra WhatsApp numbers (AED 99/mo) are available on Growth, Business, and Agency plans.

AI & WhatsApp Costs. AI usage costs are billed directly by your AI provider (OpenAI, Google) to your account. WhatsApp message fees (marketing, utility, authentication templates) are billed directly by Meta. Fictoralabs charges zero markup on either.

5. Acceptable Use

You agree not to use Zena to:

  • Send spam, unsolicited messages, or bulk messages without recipient consent
  • Violate Meta's WhatsApp Business Policy or Commerce Policy
  • Distribute malware, phishing content, or illegal material
  • Harass, abuse, threaten, or discriminate against any individual or group
  • Impersonate any person, organisation, or government entity
  • Conduct illegal activities or facilitate illegal transactions
  • Attempt to reverse-engineer, decompile, or access the platform's source code
  • Resell or sublicense access to the platform without written permission
  • Use the platform in any way that could damage or overburden our infrastructure

We reserve the right to suspend or terminate accounts that violate these terms without notice.

6. WhatsApp & Meta Compliance

Zena operates on Meta's official WhatsApp Business Cloud API. By using Zena, you agree to comply with:

You are solely responsible for the content of messages sent through Zena and for obtaining proper consent from recipients. Fictoralabs is not liable for Meta's suspension or restriction of your WhatsApp Business account.

7. Data & Privacy

Our Privacy Policy governs how we collect, use, and protect your data. By using Zena, you consent to our Privacy Policy.

You retain ownership of all data you input into Zena. We act as a data processor on your behalf for your customers' WhatsApp data. You are the data controller.

8. Intellectual Property

The Zena platform, including its design, code, trademarks, and content, is owned by Fictoralabs FZ LLC. Nothing in these Terms grants you any intellectual property rights in the platform beyond a limited licence to use the service for its intended purpose.

You grant Fictoralabs a non-exclusive licence to use data you input for the sole purpose of operating and improving the service.

9. Limitation of Liability

To the maximum extent permitted by UAE law, Fictoralabs shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of Zena, including lost profits, data loss, or business interruption.

Our total liability to you for any claim shall not exceed the amount you paid us in the 12 months preceding the claim.

The service is provided "as is" and "as available" without warranties of any kind, express or implied.

10. Termination

Either party may terminate these Terms at any time. We may suspend or terminate your account immediately for material breach, including violation of Section 5 (Acceptable Use) or Section 6 (WhatsApp Compliance).

Upon termination, your access to the platform ceases. You may request an export of your data within 30 days of termination. After 30 days, your data may be permanently deleted.

11. Governing Law

These Terms are governed by the laws of the United Arab Emirates. Any dispute arising from these Terms shall be subject to the exclusive jurisdiction of the courts of Dubai, UAE.

12. Contact

For any questions about these Terms, contact us at: