Terms of use

1. Who these terms are between

These terms are an agreement between you and the eve & ai entity providing your service, part of the Zoala group. They apply when you use the eve & ai app, the Kai app, our websites, or attend our workshops and assessments. If you do not accept them, please do not use the services.

Where your employer has a separate written agreement with us, that agreement governs the commercial relationship between us and them; these terms still govern your personal use as an individual.

2. Who may use the services

You must be 18 or older. For the eve & ai workplace platform you must be an employee or authorised member of an organisation that holds a current subscription, and you register using the code or link your employer provides. Kai is open to individuals directly, on a free or paid tier, or through a place subsidised by an Employer Partner.

Your account is personal to you. Do not share your login, and tell us promptly if you believe someone else has access to it.

3. What the services are, and what they are not

ai is an AI companion, not a clinician. ai offers conversation, guided exercises, reflection prompts and signposting. ai does not diagnose conditions, prescribe medication, provide medical advice, or make treatment decisions. AI responses can be wrong or incomplete; treat them as support, not instruction.

eve is human. Chat sessions delivered through eve are answered by people, not by software. Where the two work together, the platform makes clear which one you are speaking to.

Therapy is delivered by licensed professionals. Counselling and therapy sessions are provided by qualified practitioners in our care network under our clinical governance, subject to their professional obligations and codes of conduct. Practitioners exercise independent clinical judgement.

Assessments are organisational, not clinical. Psychosocial risk assessments, including PRisMA assessments in Malaysia, evaluate work design and organisational risk factors. They are not clinical or diagnostic tools and they do not assess any individual's mental health.

Tools are indicative. Screeners and readiness checks on our website, including the PRisMA readiness check, give an indication only. They are not a diagnosis and not a statutory assessment.

4. Emergencies and risk

The services are not monitored continuously for emergencies and must never be used to report one. If you or someone else is at immediate risk, contact emergency services.

• Malaysia: emergency 999. Befrienders KL, 03-7627 2929, 24 hours. Talian HEAL 15555.
• Singapore: emergency 999. Samaritans of Singapore (SOS) 1767, 24 hours. IMH helpline 6389 2222, 24 hours.

If a conversation indicates a serious risk of harm, we may escalate to our care team and, where there is a serious and imminent risk to life, contact emergency services or a nominated contact, as described in our privacy policy.

5. Your responsibilities

• Give accurate information when you register and when you book care.
• Use the services lawfully and respectfully. Do not abuse, harass or mislead our care team.
• Do not attempt to identify other users, extract others' data, reverse engineer the platform, scrape it, or interfere with its operation or security.
• Do not upload unlawful content, or content you have no right to share.
• Do not use the services to provide clinical care to anyone else, or to present our output as your own professional advice.
• Do not record therapy sessions without the practitioner's consent.

6. Sessions, credits, cancellations

Where your employer provides pooled counselling credits, sessions draw from that pool and no employer approval is needed to book. Credits belong to the organisation, are available for the contract term, and have no cash value. Cancellations and reschedules should be made at least 24 hours before a session; late cancellations and non attendance may consume the credit.

On paid Kai tiers, subscription fees, renewal and cancellation terms are shown at the point of purchase and in the app store you purchased through. You may cancel a renewing subscription at any time, effective at the end of the paid period.

7. Employer arrangements and what changes when they end

Employers subscribe on behalf of their people. Your employer decides which components are enabled, and may end its subscription. If it does, your access to the workplace platform ends, and we will tell you before it does where we reasonably can. Your account content is not handed to your employer, and you may request deletion or ask about continuing on Kai.

8. Privacy and confidentiality

Our handling of personal data is set out in the privacy policy, which forms part of these terms. In short: your individual content is never disclosed to your employer, employers receive only aggregated and anonymised reporting above a minimum group size, and you may request deletion at any time, completed within seven days.

9. Intellectual property

We own the services, including the platform, content, programmes, training materials, assessment methodology and branding, and grant you a personal, non exclusive, non transferable right to use them while your access is valid. You keep ownership of the content you create, such as journal entries and messages, and grant us only the limited licence needed to operate the services for you.

Training and assessment materials supplied for a workshop are licensed for your organisation's internal use. Do not resell or republish them.

10. Third party services

The apps are distributed through the Apple App Store and Google Play and are subject to their terms as well. Our sites and apps may link to third party resources, including crisis services; we are not responsible for their content or availability, and we list them because they help.

11. Availability

We work to keep the services available and secure, but we do not guarantee uninterrupted access. We may change, suspend or withdraw features, and we will give reasonable notice of material changes that affect you. Planned maintenance is scheduled to minimise disruption.

12. Liability

Nothing in these terms limits liability that cannot be limited by law, including for death or personal injury caused by negligence, or for fraud. Subject to that, we are not liable for indirect or consequential loss, or for loss of profit, revenue or data, and our total liability to an individual user in any 12 month period is limited to the amount you paid us in that period, or where you paid nothing, to a nominal sum.

Decisions you make about your health remain yours, taken with professional advice where appropriate. We are not responsible for the acts or omissions of your employer.

13. Suspension and termination

You may stop using the services and close your account at any time. We may suspend or end access where these terms are breached, where use puts others or our care team at risk, or where an employer's subscription ends. Where we act, we will tell you the reason unless the law prevents it.

14. Changes to these terms

We may update these terms. Material changes will be notified in the app or by email before they take effect, and the date at the top of this page shows the current version. Continuing to use the services after that date means you accept the updated terms.

15. Governing law

These terms are governed by the laws of Singapore, and the courts of Singapore have exclusive jurisdiction, except where the mandatory law of your country of residence gives you the right to bring proceedings locally. Where your employer holds a separate agreement with us, its governing law clause applies to that agreement.

16. Contact

Questions about these terms: hello@eveand.ai, or WhatsApp +65 8422 2220.