Terms of Service

These Terms of Service ("Terms") govern your access to and use of the website and software products operated by Zen IT Solutions EOOD ("Zen IT", "we", "our", or "us"), a company incorporated under Bulgarian law, with its registered office in Ruse, Bulgaria. Please read these Terms carefully before using our services. By accessing our website or entering into a subscription agreement for any of our products, you agree to be bound by these Terms.

1. Acceptance of Terms

By accessing or using our website at zenit.io, or by subscribing to and using ZenFMS, ZenTrack, or ZenDispatch (collectively, the "Services"), you confirm that:

• You are at least 18 years of age and have the legal authority to enter into a binding agreement.
• If you are accepting on behalf of an organisation, you have the authority to bind that organisation to these Terms.
• You have read and agree to these Terms and our Privacy Policy.

If you do not agree to these Terms, you must not access or use our Services.

2. Description of Services

Zen IT provides mission-critical software-as-a-service (SaaS) solutions for emergency services organisations. Our core products are:

• ZenFMS — a fleet management system for tracking, maintaining, and optimising emergency service vehicle fleets, including maintenance scheduling, compliance reporting, and asset lifecycle management.
• ZenTrack — a real-time GPS tracking platform providing live vehicle locations, historical route replay, geofencing, and telematics analytics for operational situational awareness.
• ZenDispatch — a computer aided dispatch (CAD) platform for call taking, resource allocation, incident management, and inter-agency coordination for emergency control rooms.

All products are provided as cloud-hosted SaaS solutions. The specific features, service levels, and pricing applicable to your organisation are set out in a separate Order Form and Master Subscription Agreement ("MSA") entered into between your organisation and Zen IT.

3. User Accounts and Responsibilities

4. Acceptable Use Policy

You agree to use the Services only for lawful purposes and in accordance with these Terms. You must not:

• Use the Services in any manner that violates applicable Bulgarian law, EU regulation, or any other applicable legal requirements.
• Attempt to gain unauthorised access to any part of the Services, our systems, or the accounts of other users.
• Reverse engineer, decompile, disassemble, or otherwise attempt to derive the source code of our software.
• Transmit any data that is unlawful, harmful, threatening, defamatory, or that infringes third-party intellectual property rights.
• Use the Services to process data for purposes not disclosed to or agreed with Zen IT, including secondary uses of emergency operational data outside the scope of the MSA.
• Sublicense, resell, or otherwise transfer access to the Services to any third party without our prior written consent.
• Introduce malicious code, viruses, or other harmful software into the Services or our infrastructure.

Zen IT reserves the right to investigate suspected violations and, where appropriate, to suspend or terminate access and report matters to law enforcement authorities.

5. Intellectual Property

All intellectual property rights in the Services — including the software, user interfaces, documentation, trademarks, and trade names — are owned by Zen IT Solutions EOOD or our licensors. Nothing in these Terms transfers any intellectual property rights to you.

Subject to your compliance with these Terms and payment of applicable subscription fees, Zen IT grants you a limited, non-exclusive, non-transferable, revocable licence to access and use the Services solely for your organisation's internal operational purposes during the subscription term.

You retain ownership of all data that you upload to or generate within the Services ("Client Data"). You grant Zen IT a limited licence to process Client Data solely for the purpose of providing and improving the Services, as further described in our Data Processing Agreement.

6. Service Availability and SLA

Zen IT targets high availability for all production Services. Specific uptime commitments, maintenance windows, and remedies for downtime are defined in the Service Level Agreement ("SLA") incorporated into your MSA. In general:

• We target 99.5% or greater monthly uptime for production environments, excluding scheduled maintenance windows.
• Scheduled maintenance will be communicated at least 48 hours in advance wherever possible, and will be scheduled to minimise disruption to operational hours.
• In the event of a critical incident, Zen IT will acknowledge the issue within 1 hour and provide status updates via our designated incident communication channel.

Given the mission-critical nature of emergency services operations, we take service reliability extremely seriously. However, you acknowledge that no software service can guarantee 100% uptime, and you are responsible for maintaining appropriate contingency procedures for operational continuity.

7. Fees and Payment

Subscription fees are set out in your Order Form. Unless otherwise agreed:

• Fees are billed annually in advance and are non-refundable except as required by applicable law or expressly stated in your MSA.
• All fees are exclusive of applicable taxes (including Bulgarian VAT), which will be added at the applicable rate.
• Zen IT reserves the right to suspend access to the Services for overdue payments after providing 14 days' written notice.

8. Limitation of Liability

To the maximum extent permitted by applicable law:

• Zen IT's total aggregate liability to you for any claims arising under or in connection with these Terms or the Services shall not exceed the total fees paid by you in the 12 months preceding the event giving rise to the claim.
• Zen IT shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, loss of data, or business interruption, even if advised of the possibility of such damages.
• Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under Bulgarian or EU law.

You acknowledge that our products are operational tools to support — not replace — the judgement and procedures of trained emergency services personnel. Zen IT accepts no liability for decisions made or actions taken in reliance on information provided by the Services.

9. Confidentiality

Each party agrees to keep confidential any non-public information disclosed by the other party in connection with the Services ("Confidential Information"), and to use Confidential Information only for the purposes of these Terms. This obligation does not apply to information that is publicly known, independently developed, or required to be disclosed by law. Both parties shall take reasonable measures to protect the other's Confidential Information, at minimum the same degree of care used to protect their own confidential information.

10. Termination

Either party may terminate the subscription at the end of the then-current subscription term by providing written notice as specified in the MSA. In addition:

• Zen IT may terminate or suspend access to the Services immediately on written notice if you materially breach these Terms and fail to cure such breach within 14 days of notification.
• Upon termination, your right to access the Services ceases immediately. We will provide you with a reasonable opportunity to export your Client Data in a standard format within 30 days of termination, after which Client Data may be deleted from our systems.
• Sections of these Terms that by their nature should survive termination — including intellectual property, limitation of liability, and governing law — shall continue to apply after termination.

11. Governing Law and Dispute Resolution

These Terms are governed by and construed in accordance with the laws of Bulgaria and applicable European Union regulations, without regard to conflict of law principles.

Any dispute arising out of or in connection with these Terms shall first be subject to good-faith negotiation between the parties. If the dispute cannot be resolved within 30 days of written notice, it shall be submitted to the exclusive jurisdiction of the competent courts of Ruse, Bulgaria.

For clients located in other EU member states, nothing in these Terms affects your rights to bring proceedings before the courts of your country of domicile under applicable EU consumer or business protection law.

12. Changes to These Terms

Zen IT reserves the right to update these Terms from time to time. We will notify active subscribers of material changes by email at least 30 days before the changes take effect. For website visitors, changes are effective upon posting of the updated Terms with a revised "Last updated" date. Continued use of the Services after the effective date of any changes constitutes your acceptance of the revised Terms.

13. General Provisions

• Entire agreement — these Terms, together with any applicable MSA, Order Form, SLA, and DPA, constitute the entire agreement between the parties concerning the Services and supersede all prior agreements.
• Severability — if any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect.
• Waiver — failure by Zen IT to enforce any provision of these Terms shall not constitute a waiver of our right to enforce it in the future.
• Assignment — you may not assign or transfer your rights or obligations under these Terms without Zen IT's prior written consent. Zen IT may assign these Terms in connection with a merger, acquisition, or sale of substantially all of its assets.
• Force majeure — neither party shall be liable for delays or failures in performance resulting from causes beyond its reasonable control.

14. Contact Us

For questions about these Terms, to request a copy of our Master Subscription Agreement template, or for any legal notices: