Terms of Service

These Terms of Service (together with our Privacy Policy and any Data Processing Agreement incorporated by reference) constitute a legal agreement between you (as an individual authorised to bind your organisation) and ezychat.io. By creating an account or using the ezychat platform, you agree to be bound by these terms. If you do not agree, do not use the service.

Eligibility: You must be at least 18 years of age and have the legal authority to bind your organisation to this agreement. You represent and warrant that:

• You are acting on behalf of a legitimate business or organisation
• You have the authority to agree to these terms
• Your organisation will comply with all applicable laws in your jurisdiction
• You will not use the service for unlawful purposes or in a manner that violates others' rights

The ezychat platform is an AI-powered, omnichannel customer engagement system. It allows organisations to:

• Receive and send messages across multiple channels (WhatsApp, Instagram, Messenger, email, web chat)
• Centralise customer conversations in a unified inbox
• Deploy AI employees (autonomous agents) to handle routine inquiries, qualify leads, and escalate to human agents
• Store and retrieve customer contact information and conversation history
• Configure knowledge bases, workflows, and routing rules to customise agent behaviour
• Analyse performance metrics and conversation trends

Your plan (Starter, Growth, Scale, or Enterprise) defines feature limits (number of seats, AI replies per month, channels, knowledge sources, etc.) and your support level (Community, Email, 4-hour response, or Dedicated CSM). See our pricing page for current plan details.

Account responsibility: You are responsible for maintaining the confidentiality of your login credentials (email, password) and for all activity that occurs under your account. You agree not to share your password or allow anyone else to access your account. If you suspect unauthorised access, contact us immediately at support@ezychat.io.

Accurate information: You must provide accurate, current, and complete information during registration and keep it updated. We rely on this information to set up your account, process payments, and comply with legal obligations. If any information is false or misleading, we may suspend or terminate your account.

One account per person: Each team member must have a separate account. Sharing a single account across multiple team members is prohibited and may result in suspension. Account invitations are sent via email; the invitee must accept and set their own password.

Account suspension or termination: We may disable your account if we believe you are violating these terms, engaging in fraudulent activity, or using the service unlawfully. You will be notified of the reason and have an opportunity to address the issue before permanent termination (except in cases of imminent harm or legal obligation, where we may act immediately).

Pricing & billing cycle: Plans are priced in Malaysian Ringgit (RM) and billed monthly in advance. Current pricing is displayed on our pricing page. Upon signup, your card will be charged for the first month immediately. Subsequent charges occur on the same day each month (your billing anniversary).

Overage charges: Your plan includes a set number of seats (team members), AI replies (AI-generated messages), and other resources (channels, knowledge sources, workflows). If you exceed your plan's limits, overage fees apply:

• Extra seats: Each additional team member is charged at the rate shown on your plan
• Extra AI replies: If your AI employees exceed your monthly allotment, additional replies are billed at the overage rate
• Other limits: Exceeding storage, channels, or other plan limits may result in additional charges or suspension, depending on your plan

Overage usage is tracked in real time via Redis counters and charged to your Stripe subscription at the end of each billing cycle (auto-calculated and added to your next invoice).

Taxes: All prices are exclusive of Malaysian Sales and Service Tax (SST) or Singapore Goods and Services Tax (GST), where applicable. The applicable tax will be calculated and added to your invoice based on your organisation's location.

Price changes: We may update plan prices at any time, with at least 30 days' notice to active subscribers. If you do not agree to a price increase, you may downgrade to a lower-cost plan or cancel your subscription before the price change takes effect.

Payment method & security: Billing is handled by Stripe, a PCI-compliant payment processor. We do not store your credit card details; Stripe does. Stripe's privacy and security practices are governed by its own terms and privacy policy.

Failed payments & suspension: If a payment fails (e.g., card expired, insufficient funds), we will retry it up to three times over 5 business days. If all retry attempts fail, we may suspend your account and notify you of the outstanding balance. Your account will be reactivated once payment is received. If your account remains suspended for 30 days, we may delete your data per our retention policy.

No refunds for partial months: Subscription fees are non-refundable except where required by law. If you cancel mid-month, you will not receive a prorated refund for the remainder of that month. If you downgrade to a lower-cost plan, overpayment in the current cycle may be credited to your next invoice.

WhatsApp conversation fees: WhatsApp channels (Bring Your Own WABA — Business Account) are separate from our platform fees. Meta bills your organisation directly for inbound conversation costs (service conversations are free; template messages and outside-window sends incur per-message fees). We do not manage WhatsApp billing; you are responsible for paying Meta's charges.

Your data remains yours: You retain all rights and ownership of customer data you upload or create in ezychat (conversations, contacts, knowledge bases, workflows, configurations). We process this data solely on your behalf and as instructed by you.

Your role as data controller: Your organisation is the data controller for all personal data (customer conversations, contact details, etc.) processed via ezychat. You are responsible for:

• Obtaining lawful consent from your customers (end users) to process their data
• Ensuring your customers know that their conversations are handled by an AI-assisted platform
• Complying with all applicable data protection laws (Malaysia PDPA, Singapore PDPA, etc.)
• Responding to data subject access requests (on your customers' behalf)
• Maintaining your own privacy policy and terms of service that disclose your use of ezychat

Our role as data processor: We process customer data strictly as you instruct us and as described in our Privacy Policy and Data Processing Agreement (DPA). We do not:

• Use your data for marketing or profiling purposes
• Train AI models on your conversation text
• Sell or share your data with third parties (except our subprocessors, listed in the Privacy Policy)
• Combine your data with data from other customers

Data Processing Agreement: Our DPA is incorporated into these Terms of Service. Key obligations include:

• Sub-processing: We may engage subprocessors (e.g., AWS for hosting, Anthropic for AI) to help provide the service. All subprocessors are contractually bound to protect your data and process it only as instructed. A current list of subprocessors is published in our Privacy Policy. We will provide at least 30 days' notice before adding or replacing a subprocessor; if you object, you may cancel your subscription
• Data subject requests: If your customers request access to, correction of, or deletion of their data, forward the request to us and we will assist you in fulfilling it (or you can forward it directly to us at support@ezychat.io)
• Breach notification: If we discover a data breach affecting your data, we will notify your organisation's administrators without undue delay so you can notify your customers as required by law
• Deletion on termination: When your subscription ends, we will delete or return your customer data per the retention policy in our Privacy Policy (default: 2 years; you can export and delete earlier if needed)
• Assistance with compliance: We will cooperate with your data protection impact assessments (DPIAs) and regulatory inquiries, and will implement technical and organisational measures to protect your data (encryption, access controls, etc.)

You agree not to use ezychat for any unlawful, fraudulent, or harmful purpose. Prohibited uses include:

Messaging abuse & compliance:

• Sending unsolicited messages (spam) or bulk promotional content to customers who have not consented
• Violating the Malaysia Personal Data Protection Act 2010, Singapore Personal Data Protection Act 2012, or any anti-spam law in your jurisdiction
• Violating Meta's WhatsApp Business and Commerce Policies, Instagram Terms, or policies of any other channel you use
• Sending messages that are illegal, deceptive, misleading, or infringe third-party rights
• Complying with the Singapore Do Not Call (DNC) Registry: not calling, SMS-ing, faxing, or using AI-generated voice to contact individuals registered with the DNC registry

Technical & security abuse:

• Reverse-engineering, decompiling, or attempting to access the source code of the platform
• Scraping, crawling, or extracting data from the platform (except for your own data, which you can export)
• Attempting to gain unauthorised access to our servers or databases
• Reselling, redistributing, or offering the service as your own
• Flooding the platform with requests (DDoS attacks, spam API calls, or abusive load) that disrupt service for other users

Automated decision-making: You must not use the platform to make fully automated decisions (e.g., automatically rejecting a job application, denying a loan, or terminating employment) that produce a legal or similarly significant effect on an individual, unless:

• You have obtained explicit consent from the individual
• You are required by law to do so
• A human reviews and approves the decision before it takes effect

Enforcement: If we detect a violation, we may (at our discretion) warn you, suspend your account, or terminate your subscription immediately without refund. Serious violations (e.g., fraud, hacking, child exploitation) may be reported to law enforcement.

Machine-generated output: AI employees generate replies using a large language model (provided by Anthropic). AI-generated text is not produced by a human and is inherently probabilistic — it may be inaccurate, incomplete, contain factual errors (hallucinations), or be inappropriate for the context. You are responsible for:

• Configuring the AI employee appropriately (instructions, knowledge base, temperature, etc.)
• Reviewing all AI-generated replies before they are sent to your customers
• Maintaining a human escalation path for sensitive, complex, or high-risk inquiries
• Correcting or retraining the AI if it consistently produces poor responses
• Informing your customers that they may be interacting with an AI

Not professional advice: The AI employee is a productivity tool designed for routine customer service (e.g., answering FAQs, scheduling appointments, collecting information). It is not trained to provide medical, legal, financial, tax, investment, or other professional advice. If your organisation operates in a regulated industry (healthcare, finance, legal, insurance, etc.), you must ensure:

• A qualified human professional reviews and approves any AI-generated communication before it is sent to a customer
• Sensitive or compliance-critical inquiries are routed to a human immediately, not handled by AI
• You comply with all regulatory requirements for your industry (e.g., HIPAA for healthcare, MAS regulations for finance in Singapore)

AI-off mode: If you do not want to use AI, you can enable AI-off mode, which disables all AI replies and routes all messages to human agents. This mode is available on all plans at no extra cost.

Our liability for AI errors: We are not liable for errors, inaccuracies, or harm caused by AI-generated replies. The AI employee is provided "as is" and while we work to minimise errors, we cannot guarantee its accuracy or appropriateness for any specific use case. You bear sole responsibility for reviewing and approving all AI-generated customer communications.

Channel policies: To use WhatsApp, Instagram, Messenger, or other third-party channels via ezychat, you must comply with the terms, policies, and guidelines of the channel operator (Meta, Google, etc.). We are not responsible for:

• Service outages or interruptions on the third-party channel
• Policy changes by the channel operator (e.g., Meta changing WhatsApp rates or features)
• Restrictions, suspensions, or bans imposed by the channel (e.g., Meta banning your WABA for violating their policies)
• Data security or privacy practices of the third-party channel

Your account credentials: You are responsible for:

• Maintaining a valid account with each third-party channel
• Providing accurate channel credentials (tokens, API keys, etc.) to connect to ezychat
• Keeping your channel account in good standing (paying channel fees, complying with channel policies)
• Notifying us immediately if your channel credentials are compromised

WABA (WhatsApp Business Account): If you use WhatsApp, you must bring your own Business Account (BYO WABA). You are responsible for provisioning, managing, and paying Meta's conversation fees directly. We do not bill WhatsApp fees; Meta does. If your WABA is suspended or banned, WhatsApp messages cannot be sent or received via ezychat.

Our IP: The ezychat platform, including its design, code, features, documentation, and trademarks, is owned by ezychat.io and protected by copyright, patent, and trademark law. You are granted a limited, non-exclusive, non-transferable license to access and use the platform solely for your organisation's business purposes. You may not modify, copy, distribute, or reverse-engineer the platform.

Your data & IP: You retain all intellectual property rights in customer data, conversations, and content you create or store in ezychat. By using the service, you grant us a license to use, store, process, and display your data solely to provide the service, enforce these terms, and comply with law. We do not own or claim rights to your data.

AI-generated content: AI-generated replies are produced by Anthropic's language model. The text is machine-generated and does not carry copyright ownership by either Anthropic or us. You may use AI-generated replies as you would any customer service text. We do not warrant that AI replies do not infringe third-party intellectual property rights, but such infringement would be highly unusual for routine customer service responses.

Feedback: If you submit suggestions, bug reports, or feature requests to us (via support, email, or otherwise), you grant us a royalty-free, perpetual license to use that feedback to improve the platform. We may use your feedback without attribution or compensation.

Each party agrees to keep the other party's confidential information (including customer data, pricing, and technical details) confidential and to use it only for the purpose of providing or receiving the service. Confidential information may be disclosed:

• To employees and contractors who have a need to know and are bound by similar confidentiality obligations
• As required by law or court order (with notice to allow the disclosing party to seek protective measures)
• To our subprocessors under Data Processing Agreements

We maintain the confidentiality of your customer data and do not use it for purposes other than providing the service. You agree to keep your login credentials and account information confidential.

Uptime target: We target 99.5% uptime (excluding planned maintenance). This means we expect the service to be available and usable for customers at least 99.5% of the time. However, this target is not a guarantee, and we do not provide service credits or refunds for downtime.

Planned maintenance: We perform regular maintenance, updates, and deployments to improve security, performance, and features. We will use reasonable efforts to schedule maintenance during low-traffic periods and notify you in advance. During maintenance, the service may be unavailable.

Support levels: Your plan defines your support tier:

• Community: Community forums and documentation only; no dedicated support
• Email: Email support; target response time 24 hours
• 4-hour: Priority email/chat support; target response time 4 hours during business hours (Mon–Fri, 9 am–6 pm MYT)
• Dedicated CSM: Assigned Customer Success Manager; ongoing strategic support and custom configurations

No warranty of uninterrupted service: We do not guarantee that the service will be error-free, uninterrupted, or fully available at all times. The internet, cloud hosting, and software are inherently subject to outages and bugs. You use the service at your own risk.

Termination for breach: We may suspend or terminate your account if you violate these terms, engage in illegal activity, violate third-party rights, or abuse the service. We will provide notice and an opportunity to cure (except in cases of imminent harm or clear legal obligation, where we may act immediately).

Termination for non-payment: If your account has an outstanding balance and payment fails after three retry attempts over 5 business days, we may suspend your account. If the balance remains unpaid after 30 days, we may terminate your subscription and delete your data per the retention policy.

Your right to cancel: You may cancel your subscription at any time by notifying us via the admin portal or by emailing support@ezychat.io. Cancellation takes effect at the end of your current billing cycle (no prorated refunds for partial months). However, you can request an earlier cancellation effective immediately if you pay any pro-rata charges for the remainder of the month.

Data export & deletion on termination: Upon cancellation or termination:

• You have 30 days to export your data (customers, conversations, configurations) via the admin portal or API
• After 30 days, all data is permanently deleted per the retention policy (conversations and contacts deleted, audit logs anonymised)
• Billing data and invoices are retained for 7 years for tax compliance

To the extent permitted by law, the service is provided "as is" and "as available" without warranties of any kind, express or implied. We disclaim:

• Warranty of merchantability (that the service is fit for commercial use)
• Warranty of fitness for a particular purpose (that the service will meet your specific needs)
• Warranty of non-infringement (that the service does not infringe third-party rights)
• Warranty of accuracy or completeness of AI-generated content
• Warranty of uninterrupted service or freedom from bugs

You rely on the service at your own risk. We are not liable for any decisions you make based on AI-generated replies or platform analytics. You are responsible for validating all information before acting on it.

To the extent permitted by Malaysian law, our total liability to you for any claim arising out of or related to these terms, the service, or your use of the platform is capped at the amount you have paid to us in the 12 months before the claim arose (or RM 100, whichever is greater). This limitation applies to all claims, including breach of contract, negligence, tort, and statutory claims.

We are not liable for:

• Indirect, incidental, special, consequential, or punitive damages (loss of revenue, profit, data, business interruption, etc.) even if we have been advised of the possibility of such damages
• Loss or corruption of customer data (though we use reasonable security measures, data loss can occur from user error, malware, or hardware failure)
• Errors or omissions in AI-generated replies
• Third-party service outages (e.g., AWS downtime, Meta API failures)
• Unauthorised access to your account (though you are responsible for protecting your credentials)

Exception: Nothing in these terms excludes or limits our liability for fraud, wilful misconduct, gross negligence, or death or personal injury caused by our negligence, or any liability that cannot be excluded under Malaysian law.

You agree to indemnify and hold harmless ezychat.io, its employees, officers, and agents from any claim, loss, damage, liability, or expense (including legal fees) arising from:

• Your use of the platform, customer data you process, or messages sent from your account
• Your violation of these terms or applicable law
• Your organisation's relationship with end users (customers you message via ezychat)
• Your organisation's violation of the Malaysia PDPA, Singapore PDPA, or other privacy laws
• Your infringement or misuse of third-party intellectual property rights (e.g., sending copyrighted content via ezychat without permission)
• Unlawful or deceptive content you send through the platform

We will notify you promptly of any claim and cooperate in your defence. We reserve the right to control the defence of any claim at your expense.

These terms are governed by the laws of Malaysia, without regard to conflict-of-law principles. Any dispute arising out of or relating to these terms shall be resolved as follows:

Good-faith negotiation: Before initiating legal proceedings, the parties agree to attempt to resolve disputes through good-faith negotiation. Each party will designate a representative to negotiate in person or via video conference within 14 days of the other party's written notice of a dispute.

Legal proceedings: If good-faith negotiation does not resolve the dispute within 30 days, either party may initiate legal proceedings in the courts of Kuala Lumpur, Malaysia. Both parties consent to the exclusive jurisdiction and venue of those courts.

Attorneys' fees: The prevailing party in any dispute may recover reasonable attorneys' fees and court costs from the other party, if permitted by applicable law.

No class action: Disputes must be brought individually. You waive any right to participate in a class action lawsuit or class arbitration against us.

Force majeure: Neither party is liable for any failure to perform its obligations if such failure is due to causes beyond its reasonable control (e.g., natural disasters, wars, pandemics, government action, telecommunications failures, or acts of God). The affected party must use reasonable efforts to mitigate the impact and resume performance.

Assignment: You may not assign or transfer these terms or your subscription without our written consent. Any attempted assignment is void. We may assign these terms to an affiliate or successor without notice (e.g., in the event of a merger or acquisition).

Severability: If any provision of these terms is found to be invalid or unenforceable, that provision will be modified to the minimum extent necessary to make it valid, or if not possible, deleted. All other provisions remain in full effect.

Entire agreement: These terms, together with our Privacy Policy and any Data Processing Agreement, constitute the entire agreement between you and ezychat.io regarding your use of the platform. They supersede all prior or contemporaneous negotiations, representations, warranties, and agreements (whether written or oral). No employee, agent, or representative of ezychat has the authority to modify these terms.

Notices: Any legal notice, demand, or communication must be in writing in English and sent via email to the email address associated with your account or to support@ezychat.io. Notices via email are effective when sent; notices via physical mail are effective upon receipt.

Changes to these terms: We may update these terms at any time by posting a revised version on our website. For material changes (that reduce your rights or increase your obligations), we will notify you via email at least 30 days before the change takes effect. Your continued use of the service after the change becomes effective constitutes your acceptance of the new terms. If you do not agree, you may cancel your subscription before the change takes effect.

Waiver: If we fail to enforce any provision of these terms, that failure does not constitute a waiver of that provision or any other provision. Our rights remain in full effect.