Terms of Service

These terms govern use of the Zenvia platform, provided by Zenvia Pty Limited (ABN 95 684 368 410, "Zenvia", "we", "us"), by counselling practitioners and practices ("you", "your practice"). By creating an account you agree to these terms.

1. The service

Zenvia is a practice management platform for Australian counsellors: bookings, client records, telehealth, AI-drafted session notes, invoicing and a therapy tools library. We may add, change or retire individual features over time; we'll give reasonable notice before removing anything materially relied on.

2. Eligibility and your account

You must be a qualified counsellor, psychotherapist or equivalent practitioner (or operate a practice employing/engaging one) to hold a Zenvia account. You're responsible for the accuracy of information you enter, for keeping your login credentials secure, and for your practice's compliance with its own professional, legal and clinical record-keeping obligations — Zenvia is a tool that supports those obligations, not a substitute for your professional judgement.

3. Fees

Zenvia charges 10% of billings processed through the platform, billed monthly, with no separate subscription or per-seat fee. New accounts receive the first 90 days free. There is no minimum term and no exit fee — you may cancel at any time, effective at the end of the current billing period. See our pricing page for current detail; if there's ever a conflict between that page and this clause, this clause governs.

You agree to invoice every client you manage through Zenvia — records, bookings, notes, or telehealth — through Zenvia's own invoicing, rather than billing them separately outside the platform. This is what the 10% fee is calculated on, and it's how we're able to offer everything else (bookings, records, AI notes, telehealth, support) without a separate subscription. If a client's funding requires billing through a third-party system that can't route through Zenvia, that's fine — just talk to us about it rather than working around it.

4. Client data and confidentiality

Client information you enter into Zenvia remains yours. You are the responsible party for the collection and clinical use of that information under your own professional and legal obligations (including the Privacy Act 1988 (Cth) if it applies to your practice); Zenvia processes it on your behalf as described in our privacy policy. You must have appropriate client consent for any AI-assisted note-drafting you enable — see our AI session notes page for the consent script we provide.

5. Acceptable use

You won't use Zenvia to store or process information you're not authorised to hold, attempt to access another practice's data, disrupt the platform's operation, or use it for anything unlawful.

6. Termination and data export

You can close your account at any time. Your client file set — records, notes and appointment history — remains exportable in a readable format for a reasonable period after closure, and you're responsible for exporting anything you need to retain under your own record-keeping obligations before that period ends.

7. Availability

We aim for high availability but don't guarantee the platform will be uninterrupted or error-free. We'll give notice of planned maintenance where practical.

8. Liability

To the extent permitted by law, Zenvia's liability arising from your use of the platform is limited to the fees you've paid us in the three months before the claim arose. Nothing in these terms excludes rights you have under the Australian Consumer Law that cannot be excluded.

9. Changes to these terms

We may update these terms from time to time. We'll notify you by email of any material change; continued use after a change takes effect means you accept it.

10. Governing law

These terms are governed by the law of New South Wales, Australia.

11. Contact us

Zenvia Pty Limited (ABN 95 684 368 410), Sydney, NSW, Australia.
Email: [email protected]