Who we are and what Zanoo is
Zanoo is a customer-conversation platform operated by Codexlab Enterprise Pvt Ltd ("Codexlab", "we", "us"), a private limited company incorporated in India. Zanoo centralises WhatsApp and web chat: it hosts your WhatsApp Business Account on the official WhatsApp Business Platform (Cloud API), gives your team a shared inbox, and adds chatflows, campaigns and analytics on top.
Codexlab is a Meta verified Tech Provider. That means we are authorised to connect your business to WhatsApp through Meta’s official APIs — it does not make us an agent of Meta, and it does not put Meta’s decisions within our control.
Definitions
Acceptance
By creating a Zanoo account, connecting a WhatsApp Business Account, or using the Service in any way, you agree to these Terms, the Zanoo Privacy Policy and the Zanoo Refunds & Cancellation Policy.
Zanoo is a business product. You must be at least 18, and you must be authorised to bind the business you are registering. Zanoo is not for personal or household use.
We may amend these Terms. Material changes take effect 30 days after we post them and notify you in-app or by email. If you do not accept them, you may cancel before they take effect; continuing to use Zanoo afterwards means you accept them. Changes required by Meta, by a payment network or by law may take effect immediately, and we will tell you as soon as we can.
Meta and WhatsApp terms apply to you directly
This is the most important clause in this document. Zanoo runs on Meta’s infrastructure. Your use of WhatsApp through Zanoo is additionally governed by Meta’s own terms and policies, and you contract with Meta for them. Where Meta’s terms conflict with ours in relation to WhatsApp messaging, Meta’s terms prevail.
By using the WhatsApp features of Zanoo you agree to comply with, and you are bound by:
- The WhatsApp Business Terms of Service and the WhatsApp Business Solution Terms.
- The WhatsApp Business Messaging Policy, which governs what you may send and how.
- The WhatsApp Commerce Policy, which governs what may be sold or promoted.
- Meta’s Business Tools Terms and platform policies, and the terms of Meta Business Manager.
You are responsible for reading these and keeping up with Meta’s changes to them. We will pass on material changes we are told about, but we do not control Meta’s policies, timelines or decisions.
Your WhatsApp Business Account
To use Zanoo’s WhatsApp features you must have, or let us help you obtain, a WABA under your own Meta Business Manager. We onboard and configure it for you as a Tech Provider, but the account, the phone number and the brand are yours.
The following are decided by Meta, not by Zanoo, and we cannot guarantee, expedite or reverse any of them:
- Business verification and display-name approval, and any rejection of either.
- Approval, rejection, pausing or disabling of message templates.
- Your messaging limit tier, and any increase or decrease in it.
- Your quality rating, and any warning, restriction, flagging or ban applied to your number or WABA.
- Meta’s pricing, message categories, conversation windows and API behaviour, and changes to any of them.
- Suspension or termination of your WABA for policy violations.
We will tell you what we know, help you prepare compliant submissions and templates, and support appeals where Meta provides a route — but a Meta decision against your account is not a failure of the Service and does not entitle you to a refund of Zanoo subscription fees.
You must keep control of your Meta Business Manager, keep at least one admin with access, and not transfer your WABA away from Zanoo without notice while a subscription is running.
Accounts, users and security
- You must give accurate registration details and keep them current, including a valid business email and phone number.
- You are responsible for everything done under your workspace, including by your Users, and for keeping credentials, API keys and webhook secrets confidential.
- Enable multi-factor authentication where we offer it. Tell us immediately at support@zanoo.in if you suspect unauthorised access.
- You must remove Users promptly when they leave your organisation. Seat-based charges continue until a seat is removed.
- Do not share a single login between people, resell or sub-licence access, or use the Service on behalf of an undisclosed third party unless you hold a written reseller agreement with us.
Opt-in, consent and the messages you send
You — not Zanoo — are responsible for the lawfulness of every message sent from your account. Sending to people who have not opted in is the single fastest way to lose a WhatsApp number.
Before you message a Contact on WhatsApp, you must:
- Hold a valid opt-in obtained in a manner that satisfies the WhatsApp Business Messaging Policy — clearly stating that the person will receive messages from your business on WhatsApp, and naming your business.
- Be able to evidence that opt-in, including its source, timestamp and wording, and produce it on request by us or by Meta.
- Honour opt-outs and STOP requests promptly, and stop sending non-service messages to anyone who has opted out or blocked you.
- Comply with Indian telecom, consumer and data-protection law, and with the law of every jurisdiction your Contacts are in.
You are solely responsible for the content, accuracy and legality of your messages, templates, media, chatflows and campaigns. Zanoo transmits what you configure; we do not review or approve your content, and any template guidance we offer is assistance, not a compliance warranty.
If your opt-in practices cause complaints, quality-rating damage, Meta enforcement or third-party claims, the consequences and costs are yours.
Acceptable use
You must not use Zanoo to send, host or facilitate:
- Unsolicited bulk messaging, spam, phishing, smishing or social-engineering content.
- Content that is unlawful, defamatory, obscene, hateful, harassing, or that infringes intellectual property or privacy rights.
- Malware, exploit payloads, or links to malicious destinations.
- Anything restricted or prohibited by the WhatsApp Commerce Policy — which at the time of writing includes, among others, alcohol, tobacco and vaping products, drugs, weapons and ammunition, gambling, adult content, live animals, human body parts and fluids, medical and healthcare products where restricted, and unapproved supplements. Check Meta’s current list before you launch; it changes.
- Deceptive financial offers, unlicensed lending or investment solicitation, or any activity requiring a regulatory licence you do not hold.
- Content directed at children, or messaging to numbers scraped, purchased or otherwise obtained without consent.
You must also not attempt to circumvent rate limits, reverse-engineer the Service, probe or attack our infrastructure, use the Service to build a competing product, or run automated load against it beyond documented API limits.
We may inspect account metadata and, where a specific compliance investigation requires it, message content, to enforce this section. We may remove content, throttle, suspend or terminate accounts that breach it.
Plans, fees and billing
Subscription
- Zanoo offers a free forever plan with limited features and volume, and paid plans starting from ₹2,500 per month. Current plans, inclusions and limits are published on zanoo.in and form part of these Terms.
- Subscription fees are billed in advance for each billing period — monthly or annual, as you select — and renew automatically until cancelled.
- All fees are in Indian Rupees and exclusive of GST and other applicable taxes, which are added at the prevailing rate.
- Seat, contact or message-volume overages beyond your plan’s limits are billed in arrears at the published rate.
WhatsApp messaging charges
Meta charges separately for messages sent through the WhatsApp Business Platform, at rates Meta sets and revises. These charges are passed through to you at cost, or billed by Meta directly to your account, depending on your billing setup. They are not included in your Zanoo subscription, and they are non-refundable once a message has been sent — the cost is incurred by Meta, not by us.
Where you top up a prepaid messaging balance with us, the balance is applied only to messaging charges, does not expire for 12 months, and is non-refundable except as stated in the Refunds & Cancellation Policy.
Payment
- You authorise us and our payment processors to charge your chosen payment method on each renewal, including any applicable taxes and overages.
- If a payment fails, we will retry and notify you. Accounts more than 7 days past due may be downgraded, restricted or suspended, and more than 30 days past due may be terminated with data deleted after the retention window below.
- Overdue amounts carry interest at 1.5% per month or the maximum permitted by law, whichever is lower.
- We may change our prices with 30 days’ notice, effective at your next renewal. Meta’s messaging rates change on Meta’s schedule and take effect when Meta applies them.
Free plan, trials and beta features
- The free plan and any trial are provided as is, with no availability commitment and no support obligation beyond best effort. We may change or withdraw them at any time.
- Free and trial workspaces that are inactive for 90 consecutive days may be suspended, and their data deleted after a further 30 days’ notice to the registered email.
- Features marked beta, preview or early access may be unstable, may change without notice and may be removed. They are excluded from any service commitment and from the warranties below. Do not rely on them for critical workflows.
Availability, support and changes to the Service
We aim for high availability and monitor the platform continuously, but Zanoo depends on Meta’s APIs, cloud infrastructure and public networks. We do not commit to a specific uptime percentage unless a signed enterprise agreement states one.
Excluded from any availability commitment: scheduled maintenance notified in advance, emergency security patching, outages or degradation of Meta’s platform or other third-party services, your own network or configuration, and force majeure.
We improve Zanoo continuously and may add, change or remove features. Where we remove or materially degrade a feature you rely on, we will give at least 30 days’ notice where practicable, and you may cancel and receive a pro-rata refund of prepaid fees for the unused period.
Your data and our role
Customer Data belongs to you. We claim no ownership of it. We use it only to provide, secure, support and improve the Service as described in the Zanoo Privacy Policy.
For the personal data of your Contacts, you are the Data Fiduciary and Zanoo is a Data Processor under the Digital Personal Data Protection Act, 2023. You are responsible for having a lawful basis, notices and consents for the Contacts you load and message. We process on your documented instructions, apply reasonable security safeguards, and assist with data principal requests and breach notification. A data processing agreement is available on request from support@zanoo.in.
We do not sell your data, and we do not use your Contacts’ message content to train machine-learning models for other customers. Aggregated, de-identified statistics that cannot identify you or any individual may be used to improve the product.
Export and deletion
You can export your Customer Data through the platform at any time while your subscription is active. After termination we retain it for 30 days so you can export it, then delete it from active systems within a further 60 days, and from backups on our normal backup rotation. We may retain what the law requires us to keep.
Third-party integrations
Zanoo connects to third-party services — Meta’s platform, payment gateways, CRMs and any tool you link through our APIs or webhooks. Those services are governed by their own terms and privacy policies, and enabling an integration authorises the exchange of data required to run it.
We are not responsible for third-party services, their availability, security, pricing or changes, or for data you choose to send to them.
Intellectual property
Zanoo, including the platform, its software, design, documentation, and the Zanoo and Codexlab names and logos, is owned by Codexlab Enterprise Pvt Ltd and its licensors. We grant you a limited, non-exclusive, non-transferable, revocable right to access and use the Service for your internal business purposes during your subscription. All rights not expressly granted are reserved.
You grant us a limited licence to host, process, transmit and display Customer Data solely to operate the Service for you. If you send us feedback or suggestions, we may use them freely and without obligation, in a way that does not identify you or disclose your Confidential Information.
WhatsApp, Meta and their logos are trademarks of Meta Platforms, Inc. Zanoo is an independent product; it is not endorsed by, sponsored by or affiliated with Meta beyond our status as a Tech Provider on Meta’s platform.
Confidentiality
Each party will protect the other’s non-public information with at least reasonable care, use it only to perform or receive the Service, and disclose it only to personnel and subcontractors bound by equivalent obligations. The exceptions and survival terms in the Codexlab Terms & Conditions apply equally here.
Suspension and termination
By you
You may cancel at any time from your account settings or by writing to support@zanoo.in. Cancellation takes effect at the end of your current billing period; refund treatment is set out in the Refunds & Cancellation Policy.
By us
We may suspend or terminate your access, immediately and without liability, if:
- You breach these Terms, the Meta Terms, or applicable law, and do not cure a curable breach within 7 days of notice.
- Meta suspends, restricts or terminates your WABA, or instructs us to stop serving you.
- Your account is being used for spam, fraud, abuse or anything that threatens the security, integrity or reputation of the platform — in which case suspension may be immediate and without prior notice.
- Your payment is more than 30 days overdue.
- You become insolvent or enter liquidation.
Where a suspension is not caused by your breach or by Meta enforcement, we will restore service as soon as the cause is resolved and extend your billing period by the downtime.
We may also discontinue Zanoo entirely on 90 days’ written notice, refunding prepaid fees for the unused period.
Disclaimers
Except as expressly stated, the Service is provided "as is" and "as available", and we disclaim all implied warranties of merchantability, fitness for a particular purpose, non-infringement, accuracy and uninterrupted operation, to the fullest extent permitted by law.
We specifically do not warrant that: messages will always be delivered or delivered within a given time; Meta will approve your templates, verification or display name; your quality rating or messaging limits will be maintained; the Service will be free of all defects; or that using Zanoo will produce any particular commercial result.
Limitation of liability
Please read this section carefully — it caps what we can be held liable for.
To the maximum extent permitted by law, neither party is liable for indirect, incidental, special, punitive or consequential loss, or for loss of profit, revenue, business, goodwill, anticipated savings, data or data use, however caused.
Our total aggregate liability for all claims arising out of or in connection with Zanoo, whether in contract, tort, statute or otherwise, is limited to the Zanoo subscription fees you actually paid us in the twelve months immediately preceding the event giving rise to the claim. For accounts on the free plan, our aggregate liability is limited to INR 5,000.
We are not liable for Meta’s acts, omissions, pricing, policy changes or enforcement decisions, for pass-through messaging charges you have incurred, or for loss arising from your own opt-in practices or message content.
Nothing here excludes liability that cannot lawfully be excluded. Claims must be brought within twelve months of the claimant becoming aware of the facts giving rise to them.
Indemnity
You will indemnify and hold Codexlab harmless against claims, fines, penalties, damages and reasonable legal costs arising from: (a) your messages, templates, campaigns, media and Customer Data; (b) your failure to obtain or evidence valid opt-in, or to honour opt-outs; (c) your breach of these Terms, the Meta Terms, the WhatsApp Commerce Policy or applicable law; (d) your use of the Service in a regulated activity without the required licence; or (e) claims by your Contacts relating to your handling of their personal data.
Governing law and disputes
These Terms are governed by the laws of India. The parties will first attempt good-faith resolution for 30 days after written notice of a dispute. Failing that, the dispute is finally resolved by arbitration by a sole arbitrator under the Arbitration and Conciliation Act, 1996, seated and held in Mumbai, Maharashtra, in English. Subject to the above, the courts at Mumbai, Maharashtra have exclusive jurisdiction. Either party may seek urgent interim relief from a competent court.
Grievance officer
Appointed under the Information Technology Act, 2000 and the rules made under it:
General
- Entire agreement. These Terms, the Zanoo Privacy Policy, the Zanoo Refunds & Cancellation Policy, your plan details and any order form are the entire agreement for Zanoo.
- Severability and waiver. An unenforceable provision is modified to the minimum extent necessary; the rest survives. Not enforcing a right is not a waiver of it.
- Assignment. You may not assign without our consent; we may assign to a successor in a merger or sale of the business.
- Notices. We notify you in-app or at your registered email; you notify us at support@zanoo.in.
- Force majeure. Neither party is liable for delay or failure caused by events beyond reasonable control, including outages of Meta, cloud providers or telecom networks.
- Survival. Sections on fees accrued, IP, confidentiality, data, disclaimers, liability, indemnity and governing law survive termination.
- Language. English governs interpretation.
Zanoo is a product of Codexlab Enterprise Pvt Ltd · Kandivali West, Mumbai, Maharashtra, India
Questions: support@zanoo.in · +91 73048 05318 · Mon–Sat, 10:00–19:00 IST