1. Agreement & who we are
These Terms of Service (“Terms”) are between the business or organisation purchasing or using ConfirmZen (“you”, “your” or “Customer”) and CONFIRMZEN LTD (“ConfirmZen”, “we”, “us” or “our”), a company registered in England and Wales under company number 16442330, with registered office at 17 Tudor Court, Prestwich, Manchester, England, M25 0EP.
By ordering, accessing or using ConfirmZen, you agree to these Terms together with any order form, checkout terms, plan description, written implementation scope or other terms expressly incorporated into your purchase (together, the “Agreement”).
2. The ConfirmZen service
ConfirmZen provides software and done-for-you services designed for appointment-based businesses. Depending on the plan and configuration, features may include booking journeys, owner dashboards, staff access, customer records, reminders, Email/SMS messaging, reviews, referrals, campaigns, analytics, no-show/protection tools and other features described on our website or in your order.
Feature availability depends on your plan, configuration, geography, connected providers and the current live product. A feature shown as locked, unavailable, pending integration approval or future phase is not included unless we expressly confirm otherwise in writing.
3. Business use & authority
You confirm that you are authorised to enter into the Agreement for the business named on the account and to provide any information, integrations or permissions you connect to ConfirmZen.
You are responsible for your authorised users, staff accounts and credentials, and for promptly removing access that should no longer be permitted.
4. Plans, orders & setup
Your selected plan, setup fee (if any), subscription fee and included features are those shown in the applicable ConfirmZen pricing page, checkout, order confirmation or written proposal at the time you order.
You agree to provide accurate onboarding information and reasonable cooperation needed to configure the service. Delays caused by missing information, third-party approvals, account access, domain/DNS changes or other dependencies outside our reasonable control may affect setup timing.
Any plan-specific guarantee, promotional commitment or special commercial term applies only where it is expressly included in your order or separate written terms.
5. Fees, billing & renewal
You must pay the fees shown in your order. Recurring subscription charges are billed at the frequency shown at purchase until cancelled or terminated in accordance with the Agreement.
Payment processing may be provided by a third-party payment processor. You authorise us and that provider to process charges and store the payment credentials or mandate information needed for recurring billing, subject to the provider’s terms.
To cancel a subscription, contact ConfirmZen using the support method provided in your account or at info@confirmzen.co.uk. We will confirm the effective cancellation date. Refunds and credits are handled in accordance with applicable law and any specific refund/cancellation terms supplied with your order.
If an undisputed payment is overdue, we may restrict or suspend paid functionality after reasonable notice, except where prohibited by law.
6. Customer data & privacy responsibilities
You retain responsibility for personal data you control and upload, collect or instruct ConfirmZen to process on your behalf. You must ensure you have an appropriate lawful basis and provide any privacy information required to your customers and staff.
Where ConfirmZen processes personal data on your documented instructions, we will process it to provide the service and in accordance with our Privacy Policy and applicable data-protection obligations.
You must not upload or process information through ConfirmZen that you are not legally entitled to use, or use the service to unlawfully profile, discriminate against, harass or target an individual.
7. Email, SMS & marketing compliance
ConfirmZen may provide Email and SMS features for transactional messages, service communications and eligible marketing/growth workflows.
You are responsible for ensuring that your use of messaging complies with applicable law, including the UK GDPR, Privacy and Electronic Communications Regulations (PECR), direct-marketing requirements, consent/soft-opt-in rules where applicable, suppression/opt-out requests and any provider rules.
You must not use ConfirmZen to send spam, purchased-list marketing without valid permission, unlawful or misleading marketing, or messages to recipients who have validly opted out where the law requires those messages to stop.
8. Reviews & Google Business Profile
Review features may allow you to request feedback, manage private responses, connect a Google Business Profile, view Google reviews and, where the relevant API permissions are available, manage business replies.
No review gating or rating manipulation
You must use review features in a fair and policy-compliant way. You must not use ConfirmZen to selectively solicit public reviews only from customers who are known to be satisfied, suppress eligible customers because they gave negative feedback, manipulate ratings, create fake engagement, or otherwise violate Google’s review policies.
Private-feedback and service-recovery tools may be used to resolve customer concerns, but they must not be used as a gate that conditions access to a public Google review request on a customer first giving a positive rating.
Google decides whether a review is published, removed, displayed, matched or otherwise handled on Google services. ConfirmZen does not guarantee that a review will appear, remain visible, affect ranking, or be attributed to a particular request.
If you connect Google Business Profile, you authorise ConfirmZen to use the permissions you grant solely to provide the connected feature. Your use of Google services remains subject to Google’s own terms, policies and API rules.
9. AI-assisted features
Where ConfirmZen offers AI-assisted drafting, analysis or recommendations, outputs are suggestions rather than professional, legal or factual guarantees. You remain responsible for reviewing and approving content before it is sent, published or acted upon unless a separately agreed automated feature expressly states otherwise.
You must not use AI-assisted features to generate unlawful, deceptive, discriminatory, abusive or rights-infringing content.
10. Third-party services
ConfirmZen relies on or integrates with third-party services such as hosting/network providers, payment processors, Email/SMS providers, Google services and other infrastructure providers.
Those services may have their own terms, policies, availability limits, quotas, verification requirements and technical restrictions. We are not responsible for a third party’s independent acts, outages, policy changes or refusal/suspension of access, although we will use reasonable efforts to manage integrations within our control.
11. Acceptable use
You must not:
- use ConfirmZen for unlawful, fraudulent, deceptive or abusive activity;
- attempt to bypass plan restrictions, authentication or security controls;
- probe, scan, reverse engineer or interfere with the service except where applicable law expressly permits it;
- upload malware or use the service to compromise another system;
- use another person’s credentials without permission;
- send prohibited or unlawful communications;
- infringe intellectual property, privacy or other rights; or
- use the platform in a way that could materially damage ConfirmZen, our providers or other customers.
12. Availability & changes
We aim to provide a reliable service, but uninterrupted or error-free availability cannot be guaranteed. Maintenance, security work, provider outages, internet failures, third-party API changes and events outside our reasonable control may affect availability.
We may make reasonable changes to the service to improve security, usability, compliance or performance, or to respond to third-party requirements. We will not intentionally remove a material paid feature during a committed paid period without a reasonable substitute, notice or other appropriate remedy where reasonably practicable.
13. Intellectual property
ConfirmZen and its licensors retain all intellectual property rights in the platform, software, branding, interfaces, templates, documentation and underlying technology, excluding Customer Data and materials that you own.
During an active paid subscription, we grant you a limited, non-exclusive, non-transferable right to access and use the service for your own business operations in accordance with the Agreement.
You grant us the rights reasonably necessary to host, process, transmit and display Customer Data solely to provide, secure, support and improve the service as permitted by the Agreement and Privacy Policy.
14. Confidentiality
Each party must use reasonable care to protect the other party’s non-public confidential information and use it only for purposes connected with the Agreement. This does not apply to information that is public without breach, already lawfully known, independently developed, lawfully received from another source, or required to be disclosed by law.
15. Suspension & termination
Either party may terminate in accordance with any cancellation/term provisions in the applicable order. We may suspend access where reasonably necessary to protect security, prevent material misuse, comply with law, respond to a provider restriction, or address material non-payment.
We may terminate for a material breach that is not remedied within a reasonable period after notice, where remediation is possible. Serious unlawful, fraudulent or security-threatening misuse may justify immediate suspension or termination.
On termination, access to paid functionality ends in accordance with the effective termination date. Data handling after termination is governed by our Privacy Policy, applicable law and any data-processing obligations.
16. Liability
Nothing in the Agreement excludes or limits liability that cannot lawfully be excluded or limited, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.
Subject to the paragraph above, neither party is liable for indirect or consequential loss, or loss of profit, revenue, goodwill or anticipated savings, to the extent such loss is legally excludable and was not a direct result of the other party’s breach.
Subject to liabilities that cannot lawfully be limited, ConfirmZen’s total aggregate liability arising out of or in connection with the Agreement will not exceed the total fees paid or payable by you to ConfirmZen for the affected service during the 12 months immediately preceding the event giving rise to the claim.
ConfirmZen is a workflow and software service. We do not guarantee specific numbers of bookings, reviews, referrals, recovered revenue, search rankings or other commercial outcomes unless an express written guarantee applicable to your plan states otherwise.
17. Your responsibility for misuse
You are responsible for claims, losses or regulatory consequences caused by your unlawful use of ConfirmZen, your unlawful communications, your lack of required rights/permissions in Customer Data, or your breach of third-party platform rules, except to the extent caused by ConfirmZen’s own breach or negligence.
18. Notices & changes
We may update these Terms from time to time. Material changes affecting an active paid service will be notified where reasonably appropriate. Updated Terms will show a revised “Last updated” date.
Operational notices may be sent through the service or to the account email address. You are responsible for keeping your business and account contact details current.
19. General terms
If part of the Agreement is found unenforceable, the remaining provisions continue in effect. A delay in enforcing a right does not waive that right.
You may not assign the Agreement without our consent, except as part of a genuine sale or reorganisation of your business where the successor accepts the Agreement. We may assign the Agreement as part of a corporate reorganisation, financing, merger, acquisition or sale of the relevant business/assets, subject to applicable law.
No person other than the parties has a right to enforce the Agreement under the Contracts (Rights of Third Parties) Act 1999, except where the Agreement expressly states otherwise.
20. Governing law
The Agreement and any non-contractual obligations arising from it are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction, subject to any mandatory law that applies otherwise.
21. Contact
CONFIRMZEN LTD
17 Tudor Court, Prestwich, Manchester, England, M25 0EP
Company number: 16442330
Email: info@confirmzen.co.uk