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Terms of Service

These Terms of Service ("Terms") govern the use of the ZCRM platform — a multi-channel conversational CRM that lets a business manage personal Zalo accounts, Zalo OA, Facebook Messenger, Instagram, WhatsApp Cloud API and webchat in one unified inbox, together with a companion mobile app — provided by THIEN PHUC TRADE – SERVICE – SOLUTIONS CO., LTD. (tax code 0318783017, address 48/56D Ho Bieu Chanh, Phu Nhuan Ward, Ho Chi Minh City, Vietnam; "Thien Phuc" or "ZCRM"). By registering for, accessing or using the service, the business and the staff accounts it grants (together, the "Customer") agree to be bound by these Terms.

1. Definitions

  • Service: the ZCRM platform (web and mobile app) and the features the Customer has subscribed to.
  • Account: a login granted to a Customer staff member to access the Service.
  • Connected channel: a personal Zalo account, Zalo OA, Facebook page, Instagram account, WhatsApp Business number or webchat the Customer connects to the Service.
  • Third-party platform: Zalo, Meta (Facebook/Instagram), WhatsApp and other messaging/social platforms the Service connects to.
  • Customer data: conversation content, contact information, media files and other data created or entered into the Service by the Customer or its end users.

2. Account registration and responsibilities

The Customer is responsible for providing accurate registration information, keeping it up to date, and safeguarding the login credentials of each Account it is granted. All activity under an Account is treated as an act of the Customer who owns that Account. The Customer must promptly notify Thien Phuc if it discovers unauthorized access to an Account.

The Customer is responsible for its own internal role assignment (Owner/Admin/Member, department-based permission groups) using the role-based access control (RBAC) feature the Service provides.

3. Acceptable use

When using the Service to connect to and message through Connected channels, the Customer agrees to:

  • Comply with the terms of use, anti-spam policy and technical limits of each Third-party platform (Zalo, Meta, WhatsApp, etc.). Thien Phuc provides certain technical safeguards to help reduce risk (send-rate limits, randomized pacing for bulk friend requests, etc.), but cannot guarantee that a Customer's Connected channel will not be temporarily locked, restricted or terminated by a Third-party platform — such decisions are made solely by that platform and are outside Thien Phuc's control.
  • Not send spam, fraudulent content, unlawfully collect data, or use the Service to harass or infringe the rights of others.
  • Take full responsibility for the content that the Customer or its staff send to its own end users through the Service, including the accuracy and lawfulness of any advertising, advice or commitments made to those end users.
  • Not use the Service for any purpose that violates Vietnamese law, national security, public order, or the lawful rights and interests of other organizations or individuals.
  • Not attempt unauthorized access, sabotage, or overload the technical infrastructure of the Service or of Third-party platforms through the Service.

4. Service availability

Thien Phuc uses reasonable efforts to keep the Service running reliably and to resolve technical issues promptly. Thien Phuc does not commit to any specific uptime percentage unless one is expressly stated in writing in a contract or service addendum signed with the Customer. The Service may be temporarily unavailable for maintenance, upgrades, or due to events beyond Thien Phuc's reasonable control (including, without limitation, Third-party platform outages, internet infrastructure incidents, or force majeure events). Thien Phuc will give advance notice of planned maintenance likely to cause material disruption, where technically feasible.

5. Fees and payment

Service fees, billing cycles and payment methods are set out in the contract or quotation signed/confirmed between the parties. These Terms do not fix a specific fee amount; any fee change applicable to an existing Customer will be notified in advance per the notice period stated in the relevant contract. The Customer must pay on time as agreed; Thien Phuc may suspend the Service if payment is overdue beyond the period stated in the contract, after a reminder notice has been sent.

6. Data ownership

The Customer owns its Customer data entered into or generated on the Service. Thien Phuc processes Customer data as a data processor, on the Customer's behalf and strictly within the scope and purpose for which the Customer uses the Service, consistent with the published Privacy Policy. Thien Phuc does not use Customer data for its own purposes outside the scope of providing and improving the Service, unless otherwise agreed in writing.

The Customer may request an export of its data, or request deletion upon contract termination, following the procedure and within the reasonable timeframe Thien Phuc publishes or agrees to in the contract.

7. Intellectual property

The source code, interface, ZCRM brand and other intellectual property comprising the Service belong to Thien Phuc or its licensors. The Customer is granted a right to use the Service within the scope of the contract, and may not copy, reverse-engineer, redistribute or otherwise exploit the ZCRM source code or brand beyond the agreed scope.

8. Suspension and termination

Thien Phuc may suspend or terminate a Customer's access to the Service where: (a) the Customer materially breaches these Terms, in particular Section 3 (Acceptable use); (b) payment is overdue beyond the period stated in the contract after a reminder has been given; (c) required by a competent state authority; or (d) under other termination conditions stated in the signed contract. The Customer may terminate use of the Service under the termination terms of the signed contract. Upon termination, access to the Service ends; handling of Customer data thereafter follows Section 6 and the Privacy Policy.

9. Limitation of liability

The Service is provided on an "as-is" basis with a high standard of reasonable technical effort. To the extent permitted by law, Thien Phuc is not liable for indirect damages, damages arising from Third-party platform disruptions, or damages arising from the Customer's own violation of a Third-party platform's policy that leads to a Connected channel being locked or restricted. Thien Phuc's liability (if any) for direct damages caused by its own fault is limited to the amount agreed in the relevant service contract.

10. Changes to these Terms

Thien Phuc may update these Terms to reflect changes to the Service or to applicable law. The updated version is published on this same page together with its last-updated date. Changes materially affecting Customer rights will be notified in advance by email or an in-app notice. Continued use of the Service after an update takes effect constitutes acceptance of the updated Terms.

11. Governing law and dispute resolution

These Terms are governed by and construed in accordance with the law of the Socialist Republic of Vietnam. Any dispute arising from or relating to these Terms will first be resolved through good-faith negotiation between the parties. If no agreement is reached, the dispute will be submitted to the competent Vietnamese courts in accordance with applicable law.

12. Contact

  • Operator: THIEN PHUC TRADE – SERVICE – SOLUTIONS CO., LTD.
  • Address: 48/56D Ho Bieu Chanh, Phu Nhuan Ward, Ho Chi Minh City, Vietnam
  • Hotline: 0945031039
  • Email: [email protected]

Last updated: 18 September 2026