`TERMS & CONDITIONS`

Last updated: Aug 10, 2026

1. About These Terms

These Terms and Conditions (“Terms”) govern your access to and use of the ZONA AI platform, website, applications, features, and related services (“Services”). The Services are developed, operated, and provided by PT AZZAM DIGITAL NETWORK (“ZONA AI,” “we,” “us,” or “our”). By creating an account, accessing the platform, or using any Service, you agree to these Terms.

“User,” “you,” or “your” means any individual, company, legal entity, or other organization that accesses or uses the Services. “Account” means the registered profile used to access the Services. “Features” means the functions made available through ZONA AI. “Partner” means a third party that supports or integrates with the Services. “Applicable Laws” means all laws, regulations, policies, and government requirements that apply in the Republic of Indonesia.

2. Eligibility and Account Registration

You must be at least 17 years old and legally capable of entering into an agreement. A person who is not legally capable may only use the Services with the supervision and consent of a lawful guardian.

To create an Account, you may be required to provide your full name, phone number, email address, password, and other information reasonably requested by us. You must provide accurate, complete, and current information.

We may approve, reject, suspend, or require additional verification for any registration where the information is incomplete, inaccurate, duplicated, unlawful, or otherwise unsuitable. Unless permitted by us in writing, you may not create multiple Accounts using the same personal information.

3. Account Security

You are responsible for protecting your Account, password, verification codes, OTPs, connected channels, and all data stored in or accessed through your Account. Any activity performed through your Account will be treated as authorized by you unless you promptly report unauthorized access.

If you suspect misuse, loss of access, or a security breach, contact ZONA AI immediately. We may inspect, restrict, suspend, freeze, or close an Account where we reasonably suspect misuse, a security risk, a breach of these Terms, a violation of a Partner’s terms, or a violation of Applicable Laws.

4. Services and Features

ZONA AI may provide AI-powered customer service, chat, CRM, automation, knowledge base, messaging, booking, order management, payment-related tools, integrations, analytics, and other features made available from time to time.

We may add, change, improve, limit, suspend, or discontinue any Service or Feature. Certain Features may depend on Partners such as Meta, WhatsApp, OpenAI, cloud providers, payment providers, or other third parties.

5. Fees, Credits, and Usage

We may charge subscription fees, setup fees, professional fees, usage-based fees, add-on fees, taxes, and third-party charges. Current pricing, allocations, and limits may be shown on our website, quotation, order form, invoice, billing page, or separate service document.

A subscription may include a limited allocation of WhatsApp Credits, AI Credits, contacts, Monthly Active Users, messages, or other usage units. Package credits generally reset at the end of each billing cycle and do not roll over, unless stated otherwise. Purchased add-on credits may roll over where expressly stated.

When both package credits and add-on credits are available, package credits may be used first. If your available credits are exhausted, the related Feature may stop until the next billing cycle or until additional credits are purchased.

Usage limits may operate as soft caps. Usage above the stated allocation may result in additional charges. We may notify you when usage reaches approximately 80% of an allocation, but you remain responsible for monitoring your usage.

Third-party prices may change at any time. Changes imposed by Meta, WhatsApp, OpenAI, cloud providers, payment providers, or other Partners may be applied to your billing without separate individual notice. You should review your billing page regularly.

6. Onboarding and Setup

Unless otherwise agreed, a subscription may include basic onboarding, standard platform training, standard AI configuration, and standard integration of up to five WhatsApp Business accounts.

Complex integrations, custom automations, advanced AI configuration, data migration, custom development, or other work outside the basic setup may be charged separately. Unless otherwise agreed in writing, professional services may be charged at IDR 3,000,000 per person-day.

You must provide all required access, credentials, approvals, data, and cooperation within seven Business Days after our request. Delays caused by missing information or access may delay setup and launch.

7. Subscription, Billing, and Payment

Your subscription begins when your Account is fully configured and ready for operational use (“LIVE Date”), unless another start date is agreed in writing. Billing may be monthly, quarterly, semi-annually, or annually.

Invoices must be paid in full within five calendar days after issuance, unless a different payment period is agreed in writing. Late payments may be subject to a charge of up to 2% per month and may result in restricted or suspended access.

All prices are stated in Indonesian Rupiah and exclude applicable taxes unless expressly stated otherwise. Payments must be made in full without deduction, withholding, set-off, or counterclaim, except where required by law.

Once setup has started, payments are non-refundable. Confirmed orders and accepted purchase orders are final. If you cancel a confirmed order or terminate a fixed-term subscription early, the remaining contract value may become immediately due.

After any agreed minimum term, either party may terminate the subscription by giving at least 30 calendar days’ written notice. Monthly plans may be cancelled through the Account dashboard where that option is available. Enterprise and annual plans require written notice at least 30 calendar days before renewal.

Renewal pricing may be adjusted. Unless otherwise agreed, any annual increase initiated by us will not exceed 10%, and we will aim to provide notice at least 30 days before renewal.

8. Service Levels and Support

We aim to provide reliable Services and standard support through our ticketing or helpdesk channels. Estimated response times depend on your support level: Normal support within 24 hours, Dedicated support within 4 hours, and 24/7 Support within 1 hour.

Online meetings and consultations are not included in standard support unless agreed in writing. Additional meetings, consulting, or priority support may be charged separately.

We target platform availability of 99.5%, excluding scheduled maintenance, third-party failures, User configuration issues, and Force Majeure events. We will aim to provide at least 48 hours’ notice of scheduled maintenance.

Any service credit or compensation for downtime applies only where expressly agreed and where the downtime is directly caused by our internal systems. No compensation applies for third-party outages, scheduled maintenance, User error, or Force Majeure.

9. Acceptable Use

You may use the Services only for lawful business purposes. You must not use ZONA AI to commit fraud, violate another person’s rights, send unlawful communications, access data without authorization, disrupt systems, spread malware, bypass security, misuse messaging channels, or violate Applicable Laws or Partner policies.

You must not copy, sell, sublicense, distribute, reproduce, modify, reverse engineer, decompile, scrape, exploit, or claim ownership of ZONA AI, its source code, algorithms, designs, content, Features, or intellectual property except where expressly permitted by law or by us in writing.

You must not use emulators, automation tools, scripts, or other software in a manner that compromises security, bypasses restrictions, interferes with the Services, or creates an unreasonable load on our systems.

We may investigate suspected violations and may restrict, suspend, terminate, or report unlawful activity to the appropriate authorities.

10. Data Protection

We will handle personal data in accordance with these Terms, our Privacy Policy, and Applicable Laws. You are responsible for ensuring that you have a lawful basis to collect, upload, process, disclose, and use all customer, employee, and third-party data submitted through the Services.

You must not upload sensitive, unlawful, misleading, infringing, or unauthorized data. You remain responsible for the accuracy, legality, and security of your data and for responding to requests from your own customers or data subjects.

11. Compliance

We may conduct identity, sanctions, fraud, risk, and compliance checks. We may request additional documents or information where reasonably required by law, regulators, Partners, or our internal risk policies.

ZONA AI prohibits bribery, corruption, money laundering, terrorism financing, fraud, illegal gambling, illegal logging, and any other criminal activity. You represent that all funds and instructions connected with your use of the Services are lawful.

12. User Representations

You represent and warrant that you have full authority to accept these Terms, all information you provide is accurate and lawful, your use of the Services will not violate any agreement or third-party right, and you will comply with all Applicable Laws and Partner policies.

You are solely responsible for communications, instructions, campaigns, customer interactions, transactions, decisions, and outcomes created or carried out through your Account. You agree to indemnify ZONA AI against losses, claims, costs, and liabilities resulting from your unlawful use, breach of these Terms, or violation of third-party rights.

13. Suspension and Termination

We may restrict, suspend, freeze, or terminate your Account or any Service, with or without prior notice where permitted by law, if you fail to pay, breach these Terms, create a security or legal risk, misuse the Services, violate Partner policies, or expose ZONA AI or others to potential harm.

We may also act in response to instructions from regulators, law enforcement authorities, courts, or Partners. During suspension, pending requests may not be processed.

Closing an Account does not remove any payment, confidentiality, indemnity, or other obligation that arose before closure. To the extent permitted by Indonesian law, the parties waive the requirement for a court order under Article 1266 of the Indonesian Civil Code for termination of these Terms.

14. Intellectual Property

All rights in ZONA AI, including its brand, trade name, logos, interface, software, source code, designs, text, images, videos, content, models, workflows, documentation, and other materials, belong to ZONA AI or its licensors.

We grant you a limited, non-exclusive, non-transferable, revocable license to use the Services during your active subscription for your internal business purposes only.

Unless you object in writing, you allow us to display your company name and logo as a customer reference or in case studies and marketing materials. We will not disclose confidential business information without authorization.