Terms of Service

Acceptance of Terms

By accessing or using any Fictora Labs product or service — including Zena, our website, or any associated platform — you agree to be bound by these Terms of Service. If you do not agree, please do not use our services.

These Terms apply to all users including tenant admins, team members, and any individual accessing the platform on behalf of a business.

Description of Services

Fictora Labs provides a suite of SaaS tools and agency services including:

• Zena — A multi-tenant WhatsApp AI customer support and CRM platform
• Automation Services — Workflow and process automation solutions
• Digital Marketing — Campaign management and performance marketing
• Consulting — Digital strategy and technical consulting

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

Accounts & Registration

To use Zena or other Fictora products, you must create an account. You are responsible for:

• Maintaining the confidentiality of your credentials
• All activity that occurs under your account
• Ensuring your account information is accurate and up to date
• Notifying us immediately of any unauthorised access

WhatsApp & Meta Platform Usage

Zena operates via the Meta WhatsApp Business Cloud API. By connecting your WhatsApp Business Account to our platform, you agree to:

• Comply with WhatsApp Business Policy and Meta Platform Terms
• Only send messages to customers who have opted in or initiated contact
• Not use the platform for spam, unsolicited messages, or prohibited content
• Take responsibility for all messages sent through your connected WhatsApp account

Misuse of WhatsApp through our platform may result in immediate account suspension and reporting to Meta. Fictora Labs is not liable for any actions taken by Meta against your WhatsApp Business Account.

Acceptable Use

You agree not to use our services to:

• Send spam, phishing messages, or unsolicited bulk communications
• Harass, threaten, or harm any individual or group
• Violate any applicable local, national, or international law
• Impersonate any person or entity
• Attempt to reverse-engineer, hack, or disrupt our platform
• Upload malicious code, viruses, or harmful content
• Resell or sublicense access to our services without written permission

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

Intellectual Property

All platform code, UI, branding, and content created by Fictora Labs remains our exclusive intellectual property. You retain ownership of your own data — including messages, contacts, and knowledge base content — uploaded to the platform.

By uploading content to Zena, you grant us a limited, non-exclusive licence to process and store that content solely for the purpose of providing the service to you.

Payment & Plans

Zena is offered on a subscription basis billed in AED. Specific pricing is outlined on our pricing page.

• Subscriptions are billed in advance and are non-refundable unless stated otherwise
• We reserve the right to change pricing with 30 days notice
• Failure to pay may result in service suspension
• 14-day free trial available — no credit card required to start

Limitation of Liability

To the maximum extent permitted by UAE law, Fictora Labs shall not be liable for:

• Indirect, incidental, or consequential damages arising from use of our services
• Loss of data, revenue, or business opportunities
• Actions or decisions made by AI-generated responses on your platform
• Downtime or interruptions caused by third-party providers including Meta or cloud services

Our total liability to you shall not exceed the amount paid by you to Fictora Labs in the 3 months preceding the claim.

Termination

Either party may terminate the service relationship at any time. Upon termination:

• Your access to the platform will be revoked
• Your data will be retained for 30 days then permanently deleted, unless you request earlier deletion
• Outstanding payments remain due

We may terminate your account immediately and without notice if you breach these Terms or engage in activity that puts our platform or users at risk.

Governing Law

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

Changes to These Terms

We may update these Terms from time to time. Material changes will be communicated via email or a notice on the platform. Continued use of our services after changes take effect constitutes acceptance of the revised Terms.

Contact Us

For questions about these Terms, reach out to: