Terms of Service

1. About Zeno

Zeno is an AI-powered banking assistant operated by Grad Haus Ltd ("we", "us", "our"), a company registered in England and Wales. Zeno provides financial information, account connectivity, and payment facilitation services via WhatsApp.

Zeno operates under the regulatory framework of [Modulr Finance Ltd / your FCA-authorised partner], which is authorised and regulated by the Financial Conduct Authority (FCA).

2. Eligibility

To use Zeno, you must:

• Be at least 18 years of age
• Be a UK resident with a valid UK bank account
• Provide accurate identity information during registration
• Successfully complete our KYC (Know Your Customer) verification
• Have a valid WhatsApp account

3. Account Registration & KYC

You must complete identity verification before accessing full account features. You agree to provide accurate, current, and complete information. We reserve the right to suspend or terminate accounts where false information is provided.

KYC verification is conducted by Veriff, our third-party identity verification provider. By registering, you consent to your identity documents being processed by Veriff.

4. Payment Services

Zeno facilitates payment instructions on your behalf. All payments require explicit confirmation and PIN authorisation. By confirming a payment, you authorise us to process the transaction.

• You are responsible for ensuring payment details (sort code, account number) are correct
• We are not liable for payments made to incorrect account details you provide
• Payments processed via Faster Payments are typically received within seconds but may take up to 2 hours
• Daily payment limits apply and may be varied at our discretion

5. Open Banking

Zeno uses Open Banking (via TrueLayer) to access your bank account data with your consent. This access is read-only for balance and transaction information. You can revoke Open Banking access at any time through your bank's app or by contacting us.

6. PIN Security

You are responsible for keeping your Zeno PIN confidential. Do not share your PIN with anyone, including Zeno support staff. We will never ask for your full PIN via any channel. You must notify us immediately if you suspect your PIN has been compromised.

7. Acceptable Use

You must not use Zeno to:

• Process payments related to illegal activities
• Conduct money laundering or terrorist financing
• Circumvent sanctions or regulatory restrictions
• Send payments to sanctioned individuals or entities
• Use automated bots or scripts to interact with our service

8. Fees

Current fee information is available on our website at joinzeno.co.uk/fees. We will provide at least 30 days notice of any fee changes. Continued use after fee changes constitutes acceptance.

9. Liability

We are not liable for losses arising from:

• Incorrect payment details provided by you
• Unauthorised access due to PIN compromise by you
• System outages at third-party banks or payment processors
• Force majeure events beyond our reasonable control

Our total liability to you shall not exceed the value of the transaction(s) in dispute.

10. Termination

You may close your Zeno account at any time by contacting us. We may suspend or terminate your account if you breach these terms, provide false information, or if we are required to do so by law or regulation.

11. Governing Law

These terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

12. Contact

For queries about these terms: legal@joinzeno.co.uk
Complaints: complaints@joinzeno.co.uk