1. About These Terms

These Terms and Conditions (“Terms”) govern access to and use of the Zanzo mobile application, website, customer support services and any other products, features or services that link to these Terms, together referred to as the “Platform” or the “Services”.

The Platform is operated by:

ZANZO AI LTD
Company number: 16566421
Registered office: 66 Paul Street, London, England, EC2A 4NA
Email: hello@zanzo.ai

ZANZO AI LTD is a private limited company registered in England and Wales.

Zanzo operates a technology-enabled local task marketplace through which individuals or, where supported, businesses may request assistance with eligible local tasks (“Customers”), while approved individuals may review and voluntarily accept available task opportunities (“ZanCrew”).

These Terms apply to Customers, ZanCrew applicants, approved ZanCrew users and any other person who accesses or uses the Platform.

Certain provisions apply specifically to Customers or ZanCrew and are identified accordingly.

By creating an account, confirming a task, accepting a task opportunity or otherwise using the Services, you agree to these Terms.

If you do not agree to these Terms, you must not use the Platform.

These Terms should be read together with our Privacy Policy, Task Rules, Cancellation and Refund Policy and any additional terms or notices presented in connection with a particular feature or transaction.

2. The Zanzo Platform

Zanzo provides technology designed to help Customers request eligible local assistance and to help approved ZanCrew users discover and voluntarily accept task opportunities.

Depending on the Services available in a particular location, eligible tasks may include:

• collecting an eligible item that has already been prepared, prepaid or authorised for collection and delivering it to the stated destination;

• picking up and dropping off eligible documents, parcels, keys or other non-restricted items;

• attending a specified location for simple, non-skilled assistance, such as waiting for a delivery or appointment, providing access to an authorised visitor or completing another clearly defined presence-based task; and

• other short-duration local tasks expressly supported by the Platform.

Zanzo does not currently provide personal-shopping services. ZanCrew must not use their own money, payment cards, bank accounts or other personal funds to purchase goods for a Customer. Customers must not ask ZanCrew to pay for goods and seek reimbursement afterwards.

Zanzo does not provide personal care, intimate care, childcare, adult social care, passenger transport, skilled trade, professional, regulated or materially dangerous services unless a particular service is expressly introduced and supported by Zanzo under separate rules.

The categories, availability and geographic coverage of tasks may change.

Zanzo may introduce, remove, restrict, test or modify Platform features and task categories where reasonably necessary to operate, secure or develop the Services.

The technical ability to enter or submit a task request does not mean that Zanzo has approved the legality, safety, suitability or eligibility of that request.

3. Zanzo’s Role as a Marketplace

Zanzo provides the technology, payment, matching, task-management and related Platform infrastructure used to facilitate eligible tasks.

Unless expressly stated otherwise for a particular service, Zanzo does not itself perform the physical task requested by a Customer.

The person who performs an accepted task is the relevant ZanCrew user.

The Platform may assist with:

• receiving and structuring task requests;

• determining whether a request appears eligible for the Platform;

• displaying or distributing task opportunities;

• facilitating task acceptance and assignment;

• supporting task-status updates;

• providing Start PIN and End PIN functionality;

• facilitating payments, cancellations and refunds;

• recording earnings and Platform fees;

• providing customer support;

• investigating complaints, disputes or safety concerns; and

• administering and securing the Platform.

Zanzo does not guarantee that:

• a task request will be accepted;

• ZanCrew will be available in a particular location;

• a task will be accepted within a particular time;

• a Customer or ZanCrew user will complete a transaction;

• an estimated arrival or completion time will be exact; or

• every task will produce the outcome expected by a user.

Nothing in these Terms excludes or restricts any responsibility that Zanzo has under applicable law.

4. Relationship Between Zanzo and ZanCrew

ZanCrew users access the Platform to review and, where they choose, accept available task opportunities.

Subject to these Terms and the functionality of the Platform, ZanCrew are not required to accept every task displayed or offered to them.

A ZanCrew user is responsible for deciding whether an available task is suitable for them before accepting it.

The parties intend that ZanCrew provide task services independently and are not appointed as employees, agents or partners of Zanzo merely because they access the Platform.

Nothing in these Terms gives a ZanCrew user authority to:

• enter into a contract on behalf of Zanzo;

• make a representation or promise on behalf of Zanzo;

• incur a liability in Zanzo’s name; or

• represent themselves as an employee or authorised representative of Zanzo.

ZanCrew are responsible for their own tax affairs and other legal obligations to the extent applicable to their individual circumstances.

The legal status of a person is ultimately determined by applicable law and the actual circumstances of the relationship. Nothing in these Terms is intended to remove a statutory right or legal status that cannot lawfully be excluded by contract.

5. Eligibility and Minimum Age

You must be at least 18 years old to independently create or use a Zanzo account.

By creating an account, you confirm that:

• you are at least 18 years old;

• you have legal capacity to enter into a binding agreement;

• the information you provide is accurate and not materially misleading;

• you are not impersonating another person;

• you are legally permitted to use the Services; and

• your use of the Platform will comply with applicable law.

Zanzo may refuse registration, restrict functionality, suspend an account or request additional information where we reasonably believe that an eligibility requirement has not been met.

6. Account Registration and Security

A user may be required to create an account and verify a mobile telephone number before accessing certain Platform features.

Zanzo currently uses one-time passcode verification as part of its authentication process.

You must:

• provide a mobile telephone number that you are authorised to use;

• enter verification information accurately;

• keep your device and account access secure;

• keep one-time passcodes confidential;

• not knowingly permit another person to impersonate you through your account; and

• promptly inform Zanzo if you suspect unauthorised access.

You are responsible for activity carried out through your account to the extent that the activity results from your actions or from your failure to take reasonable steps to protect your account.

You must not:

• sell or transfer an account;

• create an account using another person’s identity without authority;

• use temporary or manipulated account information to evade restrictions;

• create repeated accounts to avoid suspension;

• interfere with authentication systems; or

• attempt to obtain another person’s one-time passcode.

Zanzo may require additional verification where we reasonably suspect fraud, account compromise, impersonation or misuse.

7. ZanCrew Applications and Approval

Access to ZanCrew functionality may require an application and manual approval.

Applicants may be required to provide information concerning:

• identity;

• age;

• contact details;

• geographic availability;

• eligibility to perform tasks;

• right to work or work eligibility where applicable;

• immigration or share-code information where relevant;

• preferred task types;

• onboarding declarations; and

• other information reasonably required for safety, compliance or Platform administration.

An application does not guarantee approval.

Zanzo may approve, reject, pause or request further information in relation to an application where reasonably necessary.

Zanzo may also review an approved ZanCrew user’s continued access where:

• eligibility information changes;

• verification information expires;

• the user becomes legally unable to perform tasks;

• serious complaints or safety concerns arise;

• fraud or identity concerns arise; or

• continued access would create a legal, regulatory or material Platform risk.

Applicants and ZanCrew users must provide truthful information and promptly notify Zanzo of a material change affecting their eligibility to perform tasks.

8. Creating a Task

Customers may use the Platform to submit requests for eligible local tasks.

When creating a task, the Customer must provide information that is reasonably accurate and sufficient for the task to be understood and performed.

This may include:

• the nature of the task;

• collection, delivery or attendance information;

• the relevant location;

• requested timing;

• special instructions; and

• other material information affecting the task.

The Customer is responsible for reviewing task information before confirming a request.

Where Zanzo uses AI-assisted technology to structure, clarify or categorise a request, the Customer must review the resulting task information and correct any material error before confirmation.

A Customer must not intentionally omit information that would materially affect:

• safety;

• legality;

• task eligibility;

• required skills, licences or qualifications;

• expected effort;

• travel;

• pricing; or

• the ability of ZanCrew to make an informed acceptance decision.

Zanzo may reject, pause, cancel or request clarification of a task that appears unsafe, unlawful, misleading, unsupported or inconsistent with these Terms or the Task Rules.

9. Prohibited and Restricted Tasks

The Platform must not be used to request, offer, facilitate or perform any unlawful, unsafe, deceptive, regulated or unsupported activity.

Unless expressly approved by Zanzo as part of a separately supported service, users must not use the Platform for tasks involving:

• illegal drugs, controlled substances or unlawfully supplied medicines;

• stolen, counterfeit or unlawfully obtained property;

• firearms, ammunition, explosives, prohibited weapons or weapon components;

• dangerous or unlawfully supplied chemicals or hazardous materials;

• human trafficking, exploitation, forced labour or facilitation of illegal immigration;

• sexual services, sexual exploitation or sexually abusive activity;

• violence, threats, intimidation, harassment or unlawful discrimination;

• stalking, surveillance or monitoring another person without lawful authority;

• fraud, scams, deception, impersonation or identity theft;

• unauthorised access to property, accounts, devices, networks or computer systems;

• money laundering or movement of funds for an unlawful or deceptive purpose;

• collecting or using another person’s passwords, one-time passcodes, banking credentials or security information;

• gambling activity where unlawful or unsupported;

• transporting, collecting or delivering items that cannot lawfully be possessed, carried, transferred or supplied;

• purchasing goods using a ZanCrew user’s personal money, bank account, payment card or other funds;

• collecting cash, transferring money, withdrawing money or making payments on another person’s behalf;

• collecting or delivering cash, bank cards, blank cheques, financial credentials or similar high-risk financial items;

• personal care, intimate care, childcare, adult social care, medical support or supervision of a child or vulnerable person;

• cleaning, cooking, grooming, companionship or recurring domestic services that Zanzo has not expressly approved;

• medical diagnosis, treatment, medication administration or emergency medical assistance;

• legal, financial, immigration or other regulated professional advice;

• repairs, installation, maintenance, construction, electrical work, plumbing, gas work, roofing, broadband repair, IT repair or other skilled trade work;

• heavy lifting, moving large furniture, removals, working at height, using ladders, operating dangerous machinery or other materially hazardous manual work;

• driving or transporting another person as a passenger;

• transporting live animals unless expressly supported by Zanzo;

• tasks requiring insurance, licensing, professional qualifications, specialist training or regulatory approval that the Platform has not expressly approved;

• activity that exposes any person to an unreasonable risk of injury, harm, loss or unlawful conduct; or

• any other activity prohibited by law, these Terms or the Task Rules.

A Customer must not disguise a prohibited task using vague, misleading, incomplete or coded language.

ZanCrew must not continue a task where they reasonably become aware that the task is unlawful, prohibited or materially different from the accepted task in a way that creates a safety, legal or regulatory concern.

Where appropriate, a user should leave an unsafe situation and contact the relevant emergency service or public authority.

Zanzo may report suspected criminal activity or serious safety concerns to an appropriate authority where permitted or required by law.

10. Task Availability, Offers and Acceptance

Submitting a task request does not guarantee that ZanCrew will be available or that the task will be accepted.

The Platform may distribute a task opportunity to eligible ZanCrew based on factors such as:

• location;

• geographic eligibility;

• task category;

• availability;

• account status;

• Platform limits; and

• operational or safety considerations.

A task opportunity may expire, be withdrawn or cease to be available if it is not accepted within the applicable period.

Where the Platform displays a time limit, the task or offer may automatically expire when that time limit ends.

ZanCrew accept tasks voluntarily.

Before accepting a task, ZanCrew should review the information made available through the Platform and decide whether they can safely and lawfully perform it.

Once a task is accepted and assigned, the Customer and ZanCrew must use reasonable efforts to comply with the confirmed task details.

Neither party may materially change the nature or scope of a task without appropriate agreement and, where required, use of the relevant Platform process.

11. Task Performance and User Responsibilities

Customers must:

• provide accurate and complete task information;

• provide lawful, reasonable and safe instructions;

• ensure that ZanCrew can lawfully access the agreed task location where required;

• be available for necessary task communications;

• treat ZanCrew and other persons respectfully;

• not pressure ZanCrew to perform prohibited, unsupported or unsafe activities;

• disclose material information affecting task safety or access;

• use Start PIN and End PIN controls correctly; and

• comply with these Terms and the Task Rules.

Customers must not ask ZanCrew to:

• purchase goods using personal funds;

• accept a private cash-reimbursement arrangement;

• perform personal-care or supervision services;

• undertake skilled, professional or regulated work;

• carry out dangerous manual labour;

• transport a person as a passenger; or

• perform any activity outside the task categories expressly supported by Zanzo.

ZanCrew must:

• attend accepted tasks with reasonable care and professionalism;

• follow lawful and reasonable task instructions;

• perform only tasks they can safely and lawfully undertake;

• comply with applicable laws;

• carry only ordinary personal equipment reasonably appropriate for supported tasks;

• treat Customers and other persons respectfully;

• accurately update task status;

• not falsely mark a task as started or completed;

• protect Customer information;

• promptly report material task, access or safety problems; and

• comply with these Terms and the Task Rules.

ZanCrew must not:

• spend personal money on behalf of a Customer;

• accept cash-reimbursement arrangements;

• undertake personal-care work;

• undertake skilled, regulated or professional services;

• proceed with materially hazardous work;

• perform a materially different task from the one accepted without appropriate review; or

• continue where the task has become unlawful or unsafe.

ZanCrew must not accept a task where they know they cannot lawfully, safely or reasonably perform its material requirements.

12. Start PIN and End PIN

Zanzo may use Start PIN and End PIN verification to support task security and record key task stages.

The Start PIN is intended to confirm the relevant start stage of a task.

The End PIN is intended to confirm the relevant completion stage of a task.

Customers must not provide a Start PIN before the appropriate task-start stage.

Customers must not provide an End PIN before they reasonably believe the relevant task has reached the completion stage.

ZanCrew must not:

• pressure a Customer to disclose a PIN early;

• attempt to guess a task PIN;

• use another person’s PIN;

• falsely represent that a PIN is required at a different stage; or

• use PIN verification to create a false task record.

Successful PIN verification may cause the Platform to update the task status and may affect payment, completion or earnings processes.

A PIN record is evidence of a Platform verification event. It is not conclusive proof that every aspect of a task was performed perfectly and does not remove a user’s right to raise a genuine complaint.

Suspected PIN misuse may result in investigation, payment review or account restriction.

13. Prices, Charges and Platform Fees

Before a Customer confirms a paid task, the Platform will display the price, estimated price or other pricing information applicable to the task, together with any mandatory charges that Zanzo is required to disclose at that stage.

The pricing model may take account of factors including:

• task category;

• expected task requirements;

• location;

• distance;

• timing;

• estimated duration;

• Platform charges; and

• other factors relevant to the task.

Where a price is described as an estimate, the Platform will identify this where reasonably required. Any material price change must be handled in accordance with the applicable Platform process and law.

Zanzo may charge Platform, service or other disclosed fees.

Zanzo may deduct an applicable Platform fee or commission from ZanCrew earnings where the relevant fee has been disclosed through the Platform or applicable ZanCrew terms.

Fees and pricing structures may change prospectively.

A pricing change will not retrospectively alter the confirmed price of a task except where:

• the Customer agrees to an authorised task change;

• an obvious pricing error is identified;

• a legally required adjustment applies; or

• another adjustment is permitted by these Terms and applicable law.

Zanzo will not intentionally conceal mandatory charges that should be included in the price presented to a consumer.

14. Payments

Task payments are processed using third-party payment infrastructure.

Customers must use a valid payment method that they are authorised to use.

Depending on the applicable payment flow, Zanzo or its payment provider may:

• create a payment authorisation;

• place or request a temporary authorisation;

• create a payment intent;

• capture payment at a relevant task stage;

• cancel an authorisation;

• process an adjustment; or

• issue a refund.

A payment authorisation is not necessarily the same as a completed charge.

The Platform may prevent a task from proceeding where:

• payment authorisation fails;

• a payment method is declined;

• fraud controls are triggered;

• the payment provider requires further action; or

• payment cannot otherwise be processed.

Users must not:

• use a stolen or unauthorised payment method;

• submit a fraudulent chargeback;

• manipulate task status to avoid payment;

• attempt to obtain a refund through false information; or

• circumvent the Platform’s payment process to avoid applicable Platform fees.

Zanzo does not intentionally store full payment-card numbers or card security codes on its own application servers.

15. ZanCrew Earnings and Payouts

Where a task is eligible for ZanCrew earnings, the Platform may record:

• gross task earnings;

• applicable Platform fees;

• adjustments;

• net earnings;

• payout status; and

• related transaction information.

Earnings may become eligible for payout only after the relevant task and verification requirements have been completed.

Zanzo may temporarily pause or review an earning or payout where there is a reasonable concern relating to:

• suspected fraud;

• false task completion;

• PIN misuse;

• duplicate payment;

• payment reversal;

• chargeback;

• a material task dispute;

• unlawful activity;

• account compromise; or

• a legal or regulatory requirement.

A payout review does not automatically mean that misconduct has occurred.

Where a review confirms that an amount is properly due, Zanzo will take reasonable steps to process the eligible amount through the applicable payout process.

ZanCrew are responsible for providing accurate payout information.

Zanzo is not responsible for a delay caused solely by inaccurate payout information supplied by a ZanCrew user or by a third-party financial institution outside Zanzo’s reasonable control. However, we will take reasonable steps to assist with a genuine payout issue.

16. Cancellations and Refunds

Cancellations, refunds and task-related payment adjustments are subject to these Terms, our Cancellation and Refund Policy and any mandatory rights available under applicable law.

The outcome of a cancellation or refund request may depend on matters including:

• whether the task has been accepted;

• whether ZanCrew has begun travelling;

• whether ZanCrew has arrived;

• whether the task has started;

• whether the task has been completed;

• the time and effort already reasonably spent;

• any Platform-authorised charges already incurred;

• the reason for cancellation;

• the conduct of the Customer and ZanCrew; and

• applicable consumer law.

ZanCrew must not personally purchase goods or incur unauthorised costs for a Customer. A claim for reimbursement of an unauthorised personal purchase will not ordinarily be treated as an authorised task cost.

Where a Customer is a consumer and has a statutory cancellation right in relation to a service contract, nothing in these Terms removes that right.

Where permitted by law, a Customer who asks for a service to begin during a statutory cancellation period may be required to make an express request for early performance.

If the Customer validly cancels after requested performance has begun, the Customer may be required to pay a proportionate amount for services supplied before cancellation where the law permits.

Where a service has been fully performed during the statutory cancellation period, a statutory right to cancel may be lost where the legal requirements for beginning and completing early performance have been satisfied.

The detailed operational cancellation rules applicable to Zanzo tasks are set out in our Cancellation and Refund Policy.

Zanzo may investigate a refund or cancellation dispute and make a Platform decision based on the information reasonably available to us.

This does not remove any statutory right or prevent a person from pursuing a legal remedy available to them.  

17. Location and Live Task Features

The Platform uses location information to support location-dependent functionality.

Depending on permissions and the feature being used, location information may be used to:

• determine the relevant operating region;

• identify nearby task opportunities;

• match Customers and eligible ZanCrew;

• support task collection, delivery or attendance;

• calculate distance-related information;

• support estimated arrival information;

• display task progress; and

• investigate certain safety or dispute concerns.

Users are responsible for managing device permissions through their operating-system settings.

Disabling location access may prevent or materially limit features that depend on location.

Location, distance and arrival estimates are informational and may be affected by:

• network availability;

• device accuracy;

• map data;

• traffic;

• transport conditions;

• weather; and

• other factors outside Zanzo’s reasonable control.

Users must not manipulate, spoof or falsify location information to obtain tasks, avoid Platform restrictions, falsify task performance or commit fraud.

18. Communications Between Users

Where the Platform enables communications or where contact information is disclosed for a task, users must use that information only for legitimate task-related purposes.

Users must not use task-related contact information to:

• harass another person;

• repeatedly contact a person after being asked to stop;

• send unsolicited marketing;

• threaten or intimidate;

• discriminate unlawfully;

• stalk or monitor another person;

• commit fraud;

• obtain security credentials; or

• use the information for an unrelated commercial purpose.

Users should avoid sharing unnecessary sensitive information.

Zanzo may investigate communications reported to us where reasonably necessary for safety, fraud prevention, dispute resolution or enforcement of these Terms.

19. Off-Platform Transactions and Circumvention

Users must not use the Platform primarily to identify another user and then deliberately move the same or substantially related task off the Platform for the purpose of avoiding disclosed Platform fees, payment controls or safety processes.

Prohibited circumvention may include:

• requesting cash payment to avoid Platform charges;

• asking a Customer to cancel an accepted task and pay privately;

• asking ZanCrew to complete the same accepted task outside Zanzo;

• creating false cancellations after private payment;

• manipulating task records to avoid fees; or

• repeatedly using Platform contact information to divert Zanzo-originated tasks.

This section does not prevent users from having lawful independent relationships that genuinely arise separately from the Platform.

Where Zanzo reasonably believes deliberate circumvention has occurred, we may investigate and take proportionate action, including warnings, account restrictions or suspension.

20. Safety and Emergencies

Zanzo is not an emergency service.

The Platform must not be used as a replacement for police, fire, ambulance or other emergency assistance.

If there is an immediate risk to life or a serious safety threat, users should contact the appropriate emergency service.

Customers and ZanCrew are responsible for exercising reasonable judgment in relation to personal safety.

A user should not continue a task where they reasonably believe that continuing would expose them or another person to an immediate and serious danger.

Serious safety incidents should be reported to Zanzo as soon as reasonably practicable after immediate safety needs have been addressed.

Zanzo may investigate safety reports, restrict accounts and cooperate with lawful authorities where appropriate.

21. User Conduct

All users must treat other Platform users, Zanzo personnel and third parties with reasonable respect.

You must not:

• provide materially false or misleading information;

• impersonate another person;

• harass, abuse, threaten or intimidate;

• engage in unlawful discrimination;

• commit or attempt fraud;

• misuse payments or refunds;

• submit deliberately false complaints;

• deliberately create false task records;

• manipulate task status;

• misuse Start PINs or End PINs;

• interfere with Platform security;

• introduce malware or malicious code;

• scrape the Platform without authorisation;

• use automated systems to abuse task offers or account functionality;

• attempt unauthorised access to another account or system;

• reverse engineer the Platform except where applicable law expressly permits it;

• exploit an error or vulnerability for improper benefit;

• create repeated accounts to evade enforcement;

• misuse another person’s personal information; or

• encourage another person to violate these Terms.

Users must not retaliate against a person for raising a genuine safety, legal or Platform complaint.

22. Ratings, Reviews and Feedback

Where ratings or reviews are available, users must provide content based on a genuine experience.

Reviews must not contain:

• knowingly false information;

• fake or fabricated experiences;

• undisclosed incentivised manipulation;

• threats;

• harassment;

• unlawful discriminatory content;

• another person’s unnecessary private information;

• illegal content; or

• content submitted through coordinated review manipulation.

Users must not:

• purchase or sell fake reviews;

• offer payment or another benefit for a falsely positive review;

• threaten a person to obtain a positive review;

• submit reviews through fake accounts; or

• coordinate artificial review activity.

Zanzo may investigate and remove or restrict content where we reasonably believe it violates these Terms, applicable law or Platform integrity requirements.

Zanzo may also restrict review functionality or take account action in response to serious or repeated review manipulation.

Removal of a review does not necessarily mean that Zanzo accepts or rejects every factual allegation connected with the underlying task.

23. AI-Assisted and Automated Features

Zanzo may use artificial intelligence and automated technology to support Platform features.

These features may assist with:

• speech-to-text functionality;

• interpreting free-form task requests;

• improving spelling or clarity;

• structuring task information;

• suggesting task categories;

• identifying missing information;

• identifying potentially prohibited or unsupported requests;

• customer support; and

• fraud, misuse or safety review.

AI-generated or AI-assisted information may be incomplete, inaccurate or unsuitable.

Users must review material task information before confirming or accepting a task.

AI-assisted output does not constitute legal, medical, financial or other regulated professional advice.

A user must not rely on AI output where professional advice or an emergency response is required.

Zanzo may modify, restrict or withdraw an AI-assisted feature where reasonably necessary.

24. User Content

“User Content” means information or material submitted to the Platform by a user, including task descriptions, instructions, messages, feedback and, where supported, photographs or other submitted material.

You retain any ownership rights you have in your User Content.

You grant Zanzo a non-exclusive, worldwide, royalty-free licence to host, store, reproduce, process, adapt and display User Content only to the extent reasonably necessary to:

• operate the Platform;

• process a task;

• provide support;

• secure the Services;

• investigate misuse;

• comply with law; and

• improve the Services in accordance with our Privacy Policy.

You confirm that you have the right to submit your User Content and that its use for the purposes described in these Terms will not knowingly violate another person’s rights.

You must not submit content that is unlawful, malicious, infringing or intended to facilitate prohibited activity.

Zanzo may remove or restrict User Content where reasonably necessary to comply with law, protect users or enforce these Terms.

25. Zanzo Intellectual Property

The Platform, including its software, branding, design, interfaces, text, graphics and other materials supplied by Zanzo, is owned by or licensed to ZANZO AI LTD and is protected by applicable intellectual-property law.

Subject to these Terms, Zanzo grants users a limited, personal, revocable, non-exclusive and non-transferable right to access and use the Platform for its intended purpose.

Except where permitted by law or expressly authorised by Zanzo, you must not:

• copy or commercially reproduce the Platform;

• modify or create an unauthorised derivative work from the Platform;

• sell, rent or sublicense Platform access;

• remove proprietary notices;

• extract substantial parts of Platform databases;

• use Zanzo branding in a misleading manner; or

• reverse engineer or attempt to derive source code from the Platform.

Nothing in these Terms transfers ownership of Zanzo’s intellectual property to a user.

26. Third-Party Services

The Platform relies on third-party technology and infrastructure.

These services may include payment providers, telephone-verification providers, cloud infrastructure, database and storage providers, notification providers, mapping or location services and AI technology providers.

Third-party services may have their own terms and privacy notices.

Zanzo does not control every aspect of an independent third-party service.

A temporary outage or failure of a third-party service may affect Platform functionality.

Where a third-party failure affects the Platform, Zanzo will take reasonable steps within its control to restore or provide the affected Zanzo functionality where appropriate.

Nothing in this section excludes liability that Zanzo cannot lawfully exclude.

27. Platform Availability and Changes

We aim to provide a reliable Platform but do not guarantee uninterrupted or error-free availability.

The Platform may be unavailable because of:

• maintenance;

• software updates;

• security incidents;

• infrastructure failures;

• third-party outages;

• network problems;

• emergency changes; or

• events outside our reasonable control.

We may change a Platform feature where reasonably necessary to:

• improve the Services;

• address a security issue;

• comply with law;

• prevent fraud or abuse;

• respond to technical limitations; or

• develop the Platform.

Where a change materially affects an active paid transaction, we will act in accordance with applicable law and the relevant task or refund rules.

28. Complaints and Task Disputes

A Customer or ZanCrew user should report a task-related concern as soon as reasonably possible through available support channels.

When reviewing a complaint or dispute, Zanzo may consider information including:

• task details;

• task-status history;

• Start PIN or End PIN verification;

• payment records;

• location information where relevant and lawfully available;

• support communications;

• information supplied by the Customer;

• information supplied by ZanCrew; and

• other relevant Platform records.

Zanzo may ask the parties for further information.

Where appropriate, Zanzo may facilitate communication, issue or recommend a Platform adjustment, process a refund, review earnings or take account action.

Zanzo’s role in investigating a Platform dispute does not make Zanzo the provider of the underlying physical task.

A Platform decision does not remove any statutory right or legal remedy available to a user.

Users must not knowingly submit fabricated evidence or make a deliberately false allegation.

29. Suspension and Account Restrictions

Zanzo may warn a user, restrict functionality, pause task access, suspend an account or take other proportionate action where we reasonably believe this is necessary because of:

• a breach of these Terms;

• suspected fraud;

• payment abuse;

• identity concerns;

• account compromise;

• serious or repeated complaints;

• unsafe conduct;

• unlawful activity;

• PIN manipulation;

• false task completion;

• harassment or threats;

• deliberate Platform circumvention;

• review manipulation;

• a legal or regulatory requirement; or

• a material risk to users or the Platform.

Where appropriate, Zanzo may investigate before taking final account action.

In urgent safety, security or fraud situations, temporary restrictions may be imposed immediately.

Where reasonably practicable and legally appropriate, we may provide information about a material account restriction.

We may decline to provide detailed information where doing so could:

• compromise a fraud or security investigation;

• expose another person’s confidential information;

• create a safety risk; or

• conflict with law or a lawful authority request.

30. Termination and Account Closure

A user may stop using the Platform at any time.

Users may request account deletion in accordance with our Privacy Policy and available Account & Data functionality.

Zanzo may terminate or permanently restrict access where there is a serious or repeated breach of these Terms or where continued access would create a material legal, fraud, security or safety risk.

Termination does not automatically cancel:

• an amount already lawfully due;

• an existing refund obligation;

• a valid payment dispute;

• a legal claim;

• a tax or accounting retention obligation; or

• another right or obligation that by its nature should continue after termination.

Provisions concerning payments, intellectual property, liability, disputes, retained records and governing law may continue to apply after account closure where relevant.

31. Consumer Rights

Nothing in these Terms is intended to exclude or restrict a consumer right that cannot lawfully be excluded or restricted.

Where applicable, consumers may have statutory rights concerning:

• services performed with reasonable care and skill;

• information that is legally binding;

• transparent pricing;

• remedies for certain service failures;

• cancellation of certain distance contracts; and

• protection against unfair contract terms.

These Terms operate subject to those rights.

If there is a conflict between these Terms and a mandatory consumer-law requirement, the mandatory requirement applies.

32. Our Responsibility to You

Nothing in these Terms excludes or limits liability for:

• death or personal injury caused by negligence where liability cannot lawfully be excluded;

• fraud or fraudulent misrepresentation; or

• any other liability that cannot lawfully be excluded or limited.

Zanzo is responsible for loss or damage that is a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill where applicable.

Zanzo is not responsible for loss or damage that is not a foreseeable result of our breach or failure.

Unless applicable law provides otherwise, Zanzo is not responsible for the independent conduct of a Customer or ZanCrew user merely because that person met or communicated through the Platform.

However, nothing in this paragraph excludes responsibility arising from Zanzo’s own acts or omissions where liability exists under applicable law.

Zanzo does not guarantee a particular commercial, employment, earnings or task outcome.

For Customers using the Platform as consumers, nothing in these Terms limits mandatory consumer rights.

For a user acting wholly or mainly for business purposes, Zanzo will not be liable for loss of profit, loss of business, business interruption or loss of business opportunity to the extent permitted by law.

33. Your Responsibility for Breach and Loss

You are responsible for losses reasonably caused by your unlawful use of the Platform or your material breach of these Terms.

If you use the Platform in the course of a business, you agree to indemnify ZANZO AI LTD against third-party claims, liabilities and reasonable legal costs arising directly from:

• your unlawful use of the Platform;

• your infringement of a third party’s intellectual-property rights;

• fraud committed by you; or

• your material breach of these Terms,

except to the extent that the relevant loss was caused by Zanzo.

This business indemnity does not apply to a Customer acting solely as a consumer.

Nothing in this section requires a person to compensate Zanzo for a loss for which that person is not legally responsible.

34. Privacy

Zanzo processes personal information in accordance with our Privacy Policy.

The Privacy Policy explains, among other matters:

• the information we collect;

• how information is used;

• location processing;

• task and payment information;

• ZanCrew onboarding information;

• AI-assisted processing;

• service providers;

• retention;

• account deletion; and

• data-protection rights.

Users should review the Privacy Policy before using the Platform.

35. Events Outside Our Reasonable Control

Zanzo will not be responsible for delay or failure to perform an obligation where the delay or failure is caused by an event outside our reasonable control.

Such events may include:

• serious internet or telecommunications failures;

• major cloud infrastructure outages;

• natural disasters;

• severe weather;

• war or civil disturbance;

• acts of terrorism;

• epidemics or public-health emergencies;

• widespread power failure;

• government action;

• changes in law preventing performance; or

• disruption to essential third-party infrastructure.

This section does not affect an obligation to provide a refund or other consumer remedy where applicable law requires it.

We will take reasonable steps to reduce the effect of an event outside our control where reasonably practicable.

36. Changes to These Terms

We may update these Terms where reasonably necessary to reflect:

• changes to the Platform;

• new features;

• changes to our business model;

• changes to payment or task processes;

• safety requirements;

• changes in law or regulatory guidance; or

• security or fraud-prevention requirements.

The “Last updated” date will be revised when these Terms change.

Where a material change affects existing users, we will provide reasonable notice where required or appropriate.

A material change will not retrospectively remove a right that has already arisen in relation to a completed transaction.

If you continue to use the Platform after revised Terms take effect, the revised Terms will apply to future use, subject to applicable law.

Where consent to a particular change is legally required, we will request it.

37. Transfer of These Terms

Zanzo may transfer its rights or obligations under these Terms as part of a merger, restructuring, financing, sale of business or similar corporate transaction, provided that doing so does not unlawfully reduce a consumer’s rights.

A user may not transfer an account or contractual rights under these Terms to another person where the transfer would involve transferring personal account access or circumventing Platform controls.

Nothing in this section prevents the transfer of a legal right where applicable law permits or requires the transfer.

38. No Waiver

If Zanzo does not immediately enforce a provision of these Terms, this does not mean that we permanently waive the right to enforce that provision.

A delay in taking action does not by itself prevent later action where legally permitted.

39. Severability

If a court or other competent authority determines that part of these Terms is unlawful, invalid or unenforceable, the remaining provisions will continue to apply to the extent legally possible.

Where appropriate, the affected provision will be treated as modified only to the minimum extent necessary to make it lawful and enforceable.

40. Entire Agreement

These Terms, together with the policies and additional terms expressly incorporated into them, form the agreement governing use of the Platform.

Nothing in this section excludes liability for fraud or fraudulent misrepresentation.

For consumers, this section does not remove rights arising from information or representations that applicable consumer law makes binding.

41. Third-Party Rights

Unless these Terms expressly state otherwise, a person who is not a party to the relevant agreement does not have a right under the Contracts (Rights of Third Parties) Act 1999 to enforce these Terms.

This does not affect any right or remedy of a third party that exists independently of that Act.

42. Governing Law and Courts

These Terms are governed by the laws of England and Wales.

If you are a consumer resident in another part of the United Kingdom, you may also benefit from mandatory protections available under the law applicable to you.

If you are a consumer, you may bring legal proceedings in the courts available to you under applicable law.

If you are using the Platform wholly or mainly for business purposes, the courts of England and Wales will have exclusive jurisdiction over disputes arising from or connected with these Terms, except where applicable law requires otherwise.

Nothing in these Terms prevents either party from seeking urgent injunctive or protective relief where legally available.

43. Contact and Complaints

Questions about these Terms or complaints concerning the Platform may be sent to:

ZANZO AI LTD
Company number: 16566421
Registered office: 66 Paul Street, London, England, EC2A 4NA
Email: hello@zanzo.ai

When contacting us about a task, payment or account issue, please provide enough information for us to identify and investigate the matter.

Do not send passwords, current one-time passcodes, complete payment-card information or other unnecessary security credentials by email.