Zeno – Terms and Conditions of Use
Last updated: 25 November 2025
These Terms and Conditions of Use (“Terms”) govern your access to and use of the Zeno mobile application, website, and related services (together, the “Service”), which are provided by Zeno AI Limited, a company incorporated in Hong Kong (“Zeno”, “we”, “us”, or “our”).
By creating an account, accessing, or using the Service, you agree to be bound by these Terms. If you do not agree to these Terms, you must not use the Service.
These Terms apply to users worldwide, to the maximum extent permitted by the laws of your country of residence.
1. Who We Are
Zeno AI Limited is a Hong Kong–incorporated company that provides an AI-powered self-reflection and mental-wellness companion. The Service is designed to help you explore your thoughts, emotions, habits, and patterns over time.
Our registered details and contact information are set out in Section 21 (Contact Us).
2. Eligibility and Minimum Age
2.1 Minimum age. You may use the Service only if:
you are at least 17 years old, and
you have the legal capacity to enter into a binding agreement in your country of residence.
2.2 Under 18. If you are under 18, you must have the permission of a parent or legal guardian to use the Service, and they must agree to these Terms on your behalf.
2.3 Use on behalf of an organisation. If you create an account or use the Service on behalf of another person or organisation, you represent and warrant that you have authority to bind that person or organisation to these Terms.
3. Description of the Service
3.1 Purpose. Zeno is an AI-powered self-reflection companion. It may:
respond to your messages;
provide reflections, summaries, and insights on your entries and check-ins;
help you notice patterns over time (for example, around sleep, mood, or habits); and
generate optional summaries or “therapist reports” that you may choose to share with a human professional.
3.2 No guarantees. We do not promise any particular outcome from using the Service, including but not limited to improvements in mental health, mood, or behaviour. Your use of the Service is voluntary and at your own discretion.
3.3 Changes and updates. The Service will evolve over time. We may add, remove, or modify features from time to time (see Section 19).
4. Zeno Is Not a Therapist, Clinician, or Professional Advisor
4.1 No clinical service. The Service, including all messages, prompts, and responses generated by Zeno (the AI), is not:
psychotherapy, counselling, psychiatry, psychology, or any form of therapy;
medical advice or treatment;
a mental health, medical, or healthcare service;
legal, financial, or other professional advice.
4.2 No professional relationship. Your use of the Service does not create a therapist–client, doctor–patient, or any other professional–client relationship between you and Zeno AI Limited or any person associated with us.
4.3 No diagnosis or treatment. The Service does not:
diagnose, prevent, or treat any medical, psychiatric, or psychological condition;
prescribe medication or recommend changes to medication;
provide any clinical assessment or formal risk evaluation.
4.4 Informational and reflective only. Any suggestions, reflections, or interpretations from the Service are for general informational and reflective purposes only. They are not a substitute for your own judgment or for advice from qualified professionals.
4.5 No replacement for professional support. You agree that you will not rely on the Service as a replacement for:
therapy or counselling;
medical or psychiatric care; or
other professional services.
You remain responsible for deciding when to seek help from qualified professionals.
5. Crisis, Self-Harm, and Safety
5.1 Not an emergency or crisis service. The Service is not designed for emergencies. It does not provide real-time monitoring or crisis intervention, and we cannot guarantee that any message will be seen or responded to within any particular time.
5.2 If you are in crisis. If you:
feel you might harm yourself or someone else;
are in any kind of immediate danger; or
are experiencing a medical or psychiatric emergency,
you must immediately contact:
your local emergency services;
a crisis hotline or helpline in your country; or
a licensed mental health or medical professional.
Do not rely on Zeno or any output from the Service in these situations.
5.3 No duty to intervene. We do not have a duty to monitor user content or activity, to contact emergency services, or to intervene in any crisis or safety situation. You are responsible for seeking help when needed.
6. Registration, Accounts, and Security
6.1 Account creation. To access certain features, you may need to create an account and provide accurate, current information (such as an email address). You agree to keep this information up to date.
6.2 Account security. You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account. If you suspect unauthorised access or a security breach, you must notify us promptly.
6.3 One account per person. You must not sell, transfer, or share your account with another person.
7. User Content and Therapist Reports
7.1 User Content. You may submit text and other content to the Service, including messages, journal entries, check-ins, ratings, and reflections (“User Content”).
7.2 Ownership of User Content. As between you and us, you retain ownership of your User Content. These Terms do not transfer ownership of your User Content to Zeno.
7.3 License to Zeno. By using the Service, you grant Zeno a worldwide, non-exclusive, royalty-free licence to host, store, process, display, and use your User Content solely:
to provide the Service to you (including generating responses, insights, and reports);
to operate, maintain, and improve the Service; and
to develop and enhance our models and features, including in aggregated or de-identified form where applicable.
Details of how we handle your data are governed by our Privacy Policy, which forms part of these Terms.
7.4 Therapist reports and sharing. The Service may allow you to generate summaries or reports based on your interactions, which you may choose to share with a therapist or other professional (“Therapist Report”).
You are solely responsible for deciding whether to generate or share a Therapist Report.
Once you share a Therapist Report with a third party, we have no control over how they use, store, interpret, or rely on that information.
We are not responsible or liable for any advice, treatment, decisions, or outcomes arising from a Therapist Report used by a third party.
7.5 Responsibility for User Content. You are solely responsible for your User Content and for ensuring that it:
does not violate any law, regulation, or third-party rights; and
is appropriate for the Service.
8. Privacy and Data Use
8.1 Privacy Policy. Our Privacy Policy explains how we collect, use, store, and protect your personal data. It is an integral part of these Terms, and by using the Service, you agree to our handling of data as described there.
8.2 No sale of personal data. We do not sell your personal data to third parties. We may share data with trusted service providers who process data on our behalf (for example, hosting providers, analytics services, and customer support tools), subject to appropriate contractual safeguards.
8.3 Data rights. To the extent required by applicable law and as described in our Privacy Policy, you may have rights to:
access your data;
request correction or deletion; and
export certain information.
The availability of these rights may depend on your country of residence and the legal basis on which data is processed.
9. Acceptable Use
You agree that you will not use the Service to:
a. violate any applicable law, regulation, or court order;
b. harass, threaten, abuse, or harm others;
c. promote self-harm, suicide, or violence;
d. generate or distribute content that is hateful, discriminatory, or illegal;
e. share or upload content that infringes the intellectual property, privacy, or other rights of third parties;
f. impersonate any person or misrepresent your identity;
g. introduce viruses, malware, or other malicious code;
h. interfere with or disrupt the operation of the Service or any associated systems;
i. attempt to gain unauthorised access to accounts, networks, or systems;
j. use the Service for high-risk activities where errors could result in death, personal injury, or serious environmental or property damage (for example, medical decision-making, emergency response, aviation or critical infrastructure control);
k. attempt to reverse engineer, decompile, or discover the underlying code, models, or algorithms of the Service except to the extent permitted by law;
l. bypass, “jailbreak”, disable, or attempt to circumvent any safety filters, technical limitations, or usage restrictions; or
m. prompt or coerce the Service to produce content that is deliberately harmful, abusive, illegal, or clearly outside its intended use as a mental-wellness companion.
10. Jailbreaking and Manipulated Use
10.1 User responsibility. If you attempt to “jailbreak” the Service, circumvent safety systems, or intentionally cause the Service to behave in ways that are inconsistent with its intended design (for example, by forcing it to act as a harmful, abusive, or unfiltered model), you do so at your own risk.
10.2 No liability for manipulated outputs. To the maximum extent permitted by law, we will not be responsible or liable for:
any content generated when you intentionally bypass or attempt to bypass safety mechanisms; or
any actions you take, or fail to take, in reliance on such content.
You remain fully responsible for your behaviour and for any consequences arising from your use of the Service in this way.
11. AI Outputs and Limitations
11.1 Nature of AI. The Service uses artificial intelligence and machine learning. As a result, responses and insights may:
be inaccurate, incomplete, or out-of-date;
reflect biases present in the underlying data;
be inappropriate, offensive, or not aligned with your values or expectations.
11.2 No guarantee of accuracy. We do not guarantee that outputs from the Service are correct, complete, reliable, or suitable for any particular purpose.
11.3 Your responsibility. You agree that:
you will not treat outputs as a sole source of truth or professional advice;
you will exercise your own judgment and, where appropriate, obtain professional advice before acting on anything generated by the Service;
you will not use outputs relating to any person as the sole basis for decisions that could have a legal, financial, medical, or material impact on that person.
12. Intellectual Property
12.1 Our rights. The Service, including all software, interfaces, designs, text (excluding User Content), images, logos, trademarks, and other materials, is owned or licensed by Zeno and is protected by intellectual property and other laws.
12.2 Licence to use the Service. Subject to your compliance with these Terms, we grant you a limited, revocable, non-exclusive, non-transferable licence to use the Service for your personal, non-commercial purposes.
12.3 Restrictions. Except as expressly permitted by these Terms or applicable law, you may not:
copy, modify, distribute, sell, lease, or create derivative works from the Service; or
remove, obscure, or alter any copyright, trademark, or other proprietary notices.
13. App Stores, Billing, and Subscriptions
13.1 App store providers. If you download the app from the Apple App Store or Google Play Store, your use of the app may also be governed by the terms and policies of Apple or Google, respectively. In case of conflict, their terms may apply to billing and subscription management.
13.2 Subscriptions. Some features of the Service may require a paid subscription:
Subscription terms (such as duration and price) will be displayed at the point of purchase.
Unless stated otherwise, subscriptions automatically renew at the end of each billing period until cancelled.
13.3 Billing and refunds via app stores. Where payment is handled by Apple or Google:
billing, renewals, and cancellations are managed through your app store account;
any refunds are subject to the relevant app store’s policies;
we may not be able to process refunds directly.
13.4 Taxes. You are responsible for any applicable taxes associated with purchases made through the Service.
14. Third-Party Services
The Service may include links to, or integrations with, third-party websites, applications, or services.
We do not control and are not responsible for third-party services, their content, or their privacy practices.
Your use of third-party services is governed by their own terms and policies.
We are not liable for any loss or damage arising from your use of third-party services.
15. Termination and Suspension
15.1 Your right to stop using the Service. You may stop using the Service and delete your account at any time.
15.2 Our right to suspend or terminate. We may suspend or terminate your access to the Service, or delete your account, if:
you materially or repeatedly breach these Terms or applicable law;
your use of the Service creates risk or harm to us, other users, or any third party;
we are required to do so by law or by a regulatory authority; or
your account has been inactive for an extended period and you do not have an active paid subscription.
Where reasonable, we will give you notice before suspension or termination.
15.3 Effect of termination. On termination:
your licence to use the Service will cease;
we may delete or deactivate your account;
certain data may be retained as required or permitted by law and as described in our Privacy Policy.
Termination does not limit any rights or remedies that we may have under these Terms or under applicable law.
16. Disclaimers
To the maximum extent permitted by law:
16.1 Service “as is”. The Service is provided on an “as is” and “as available” basis without warranties of any kind, whether express, implied, or statutory.
16.2 No warranties. We specifically disclaim all warranties, including but not limited to:
merchantability;
fitness for a particular purpose;
non-infringement;
satisfactory quality;
quiet enjoyment; and
any warranties arising from course of dealing or trade usage.
16.3 No guarantees. We do not warrant that:
the Service will be uninterrupted, secure, or error-free;
any defects will be corrected;
content or outputs will be accurate, reliable, free of harmful components, or suitable for your needs.
16.4 Your risk. You understand and agree that:
you use the Service and outputs at your own risk;
Zeno is not responsible for your decisions, actions, or inaction based on use of the Service.
17. Limitation of Liability
To the maximum extent permitted by applicable law:
17.1 Exclusion of certain damages. Zeno and its directors, officers, employees, affiliates, and licensors will not be liable for any:
indirect, incidental, special, consequential, or exemplary damages;
loss of profits, revenue, goodwill, data, or other intangible losses;
arising out of or relating to your use of, or inability to use, the Service.
17.2 Total liability cap. Our total aggregate liability arising out of or relating to the Service or these Terms will not exceed the greater of:
the amount you paid to us for the Service in the three (3) months preceding the event giving rise to the claim; or
350 HKD
17.3 Local rights. Some jurisdictions do not allow certain limitations of liability. In such cases, these limitations apply only to the extent permitted by the laws of your country of residence, and you may have additional rights that cannot be excluded.
18. Indemnity
To the extent permitted by law, if you use the Service for business or commercial purposes, you agree to indemnify and hold Zeno and its directors, officers, employees, and affiliates harmless from and against any claims, demands, losses, liabilities, expenses, damages, and costs (including reasonable legal fees) arising out of or related to:
your use of the Service;
your User Content; or
your breach of these Terms or of any applicable law.
19. Changes to the Service and to These Terms
19.1 Changes to the Service. We are continually improving and updating the Service. We may:
introduce new features;
modify or remove existing features; or
suspend or discontinue parts of the Service,
where reasonably necessary for technical, security, business, or legal reasons.
19.2 Changes to the Terms. We may update these Terms from time to time, for example to reflect:
changes in law or regulatory requirements;
changes in the Service; or
security or operational needs.
19.3 Notice of material changes. If we make changes that materially affect your rights or obligations, we will provide reasonable notice (for example, via in-app notification or email). The updated Terms will take effect on the date specified in the notice.
19.4 Continued use. Your continued use of the Service after the effective date of updated Terms constitutes your acceptance of those Terms. If you do not agree to the changes, you must stop using the Service.
20. Governing Law and Jurisdiction
20.1 Governing law. These Terms and any dispute or claim arising out of or in connection with them or the Service are governed by and construed in accordance with the laws of Hong Kong, without regard to conflict-of-law principles.
20.2 Jurisdiction. Subject to any mandatory consumer-protection rules in your country of residence, you agree that the courts of Hong Kong will have exclusive jurisdiction over any dispute or claim arising out of or relating to these Terms or the Service.
20.3 Consumer rights. Nothing in these Terms limits any non-waivable rights you may have under consumer protection laws in your country of residence.
21. General Terms
21.1 Entire agreement. These Terms, together with the Privacy Policy and any additional terms we present for specific features, constitute the entire agreement between you and Zeno regarding the Service and supersede any prior or contemporaneous agreements.
21.2 Severability. If any provision of these Terms is found invalid or unenforceable, the remaining provisions will remain in full force and effect.
21.3 No waiver. Our failure to enforce any right or provision under these Terms does not constitute a waiver of that right or provision.
21.4 Assignment. You may not assign or transfer your rights or obligations under these Terms without our prior written consent. We may assign or transfer our rights and obligations under these Terms in connection with a merger, acquisition, sale of assets, or by operation of law.
21.5 Trade controls. You must comply with all applicable export control and sanctions laws. You may not use the Service in, or for the benefit of, any country or person subject to applicable embargoes or sanctions.
22. Contact Us
If you have questions about these Terms or the Service, you may contact us at:
Zeno AI Limited
1/F., Hing Lung Commercial Building,
68-74 Bonham Strand,
Sheung Wan,
Hong Kong
Email: hello@zenoai.app