Provider: CHATOWL SOLUTIONS (SSM Reg. No. 202603187823 / KT0617773-V), a sole proprietorship registered in Malaysia, of C2-37-02, Arte Cheras, Taman Midah, Cheras, 56000 Kuala Lumpur, Wilayah Persekutuan (“ChatOwl”, “we”, “us”).
Effective date: 25 August 2026 (version 2026-08-25; supersedes the 21 July 2026 version). By subscribing to or using ChatOwl, you (“Client”, “you”) agree to these Terms.
1. The service
ChatOwl provides an AI chat-assistant that runs on your website and/or messaging channels to answer your customers, give ballpark quotes from your price list, capture leads, and (on eligible plans) read photos and take bookings. We configure and host it for you. You manage it through the ChatOwl owner dashboard (web) and, if you choose, the ChatOwl mobile app.
2. How you accept these Terms
You may accept these Terms electronically, including by confirming your sign-up in a chat conversation with us (for example, replying “yes” to a summary that references these Terms), by paying an invoice that references them, or by using the service. We keep a record of your acceptance (date, channel, and the version of the Terms in force), and that record is evidence of our agreement under the Electronic Commerce Act 2006.
3. Your account and responsibilities
You agree to give accurate business information and a genuine price list, keep your login credentials secure, and use the service only for your own lawful business. You are responsible for the content, prices, and information you provide, and for what your staff do under your account. If we connect the assistant to a WhatsApp or social media number or page, you confirm you own or control it, and your use of those channels is also subject to the platform’s own terms (for example Meta’s).
4. Your customers’ data (PDPA)
For the personal data of your customers that flows through the assistant, you are the data controller and ChatOwl is your data processor, processing it only on your instructions under our Data Processing Agreement. You are responsible for having a lawful basis and your own privacy notice/consent with your customers. We handle that data per our Privacy Policy and the DPA. Chat transcripts and attachments are retained for the period configured for your account (12 months by default) and then deleted.
5. Demo before you pay
When you sign up, we first build you a working demo assistant trained on your business, at no charge. Nothing is billed until we confirm your activation with you. Your subscription and your first invoice start on the activation date.
6. Fees and billing
- Plan fees: Starter RM299 / Pro RM499 / Business RM999 per month.
- Billing cycles: monthly, quarterly (3 months) or semi-annual (6 months) at the monthly rate multiplied by the months in the cycle, or annual billing charged as 10 months for 12 (two months free: RM2,990 / RM4,990 / RM9,990). Prices are in MYR and exclude SST (added only if/when we become SST-registered).
- Setup: a one-time Done-for-you Setup & Onboarding fee of RM1,000 applies (we build your assistant, load your price list, and train it). See the founding offer below.
- Billing is in advance for each cycle. Invoices are emailed with a secure payment link from our payment gateway, Curlec (by Razorpay), supporting FPX and cards. Card and bank details are entered on Curlec’s secure pages; we never see or store them. We may agree another method in writing (e.g. bank transfer).
- Founding offer (first 10 clients, while available): the RM1,000 setup is waived with annual prepay (monthly clients pay the RM1,000 setup together with their first monthly payment); 12-month price lock; 14-day money-back (Section 7).
- Founding go-live guarantee: if your assistant is not live within 7 working days of us receiving your payment, your price list, and the access we need, your first month is free. The 7 working days count from when the last of those three arrives, and the clock pauses while we are waiting on you. In addition, if the assistant has not captured a real customer enquiry within 30 days of going live, we keep tuning it at no charge until it does.
- Fair use: daily AI-reply caps apply per plan and are shown in your dashboard. Usage above the cap may incur an agreed overage or a plan upgrade; the assistant tells your customers how to reach you directly rather than going silent.
- Non-payment: if a payment fails and isn’t settled within 7 days, we may pause the service until it’s paid.
7. Cancellation and refunds
- Money-back: new Clients may cancel within 14 days of first payment for a full refund.
- Monthly plans: cancel anytime; cancellation takes effect at the end of the current paid month; no partial-month refunds after the 14-day window.
- Prepaid terms (quarterly, semi-annual, annual): after the 14-day window, prepaid fees are non-refundable, but the service continues to the end of the paid term.
- On cancellation we stop the assistant and, on request, export your leads/data, then delete it per our retention policy.
8. Acceptable use
Don’t use ChatOwl for anything illegal, harmful, deceptive, or infringing; don’t resell or white-label it to third parties without our written agreement; don’t try to extract our prompts/models or overload the system. We may suspend accounts that breach this.
9. AI disclaimer (important)
The assistant provides rough estimates and general information from your own inputs, not guaranteed quotes, and not professional (legal, medical, financial) advice. It asks for the measurements or details it needs before estimating, and exact prices and commitments are confirmed by you/your team. You are responsible for reviewing your configured prices and information. AI can occasionally be wrong; the assistant hands off to a human when unsure.
If we get it wrong: where a priced reply reaches your customer because of a fault in our system (and not because of the prices or information you configured), we will correct the fault promptly and, on your request, credit one month of your subscription fee. This credit is your remedy for such an incident, and total liability always remains subject to Section 13.
10. Availability and updates
We aim for high availability and monitor the service, but standard plans are provided on a best-effort basis without a guaranteed uptime SLA. We may perform maintenance and will avoid disruption where practical. The mobile app may require you to install an update, including for security. Third-party outages (hosting, AI providers, WhatsApp/Meta, payment gateway) are outside our control; the assistant degrades gracefully (it invites the customer to contact you directly) rather than failing hard.
11. Intellectual property
ChatOwl owns the platform, software, and templates. You own your business content, price list, and your customers’ data. You grant us a limited licence to use your content solely to run your service.
12. Confidentiality
Each party keeps the other’s non-public information confidential and uses it only to provide/receive the service.
13. Limitation of liability
To the extent permitted by law, ChatOwl is not liable for indirect or consequential loss (including lost profits or lost business), and our total liability for any claim is capped at the fees you paid in the 3 months before the claim. Nothing limits liability that cannot be limited by law.
14. Indemnity
You agree to indemnify ChatOwl against claims brought by your customers or other third parties that arise from the content, prices or information you provide, from services you sell through the assistant, or from your use of the service in breach of these Terms. This does not cover claims caused by a fault in our own system.
15. Term and termination
These Terms apply while you have an account. Either party may terminate per Section 7 or for material breach not cured within 14 days’ notice. We may suspend or terminate for non-payment or serious misuse.
16. Changes
These Terms are versioned by date. We may update the service and these Terms; material changes will be posted on this page and notified by email or in your dashboard, and your acceptance record always states the version you agreed to. Continued use after changes means acceptance.
17. Governing law
These Terms are governed by the laws of Malaysia, and the courts of Malaysia have jurisdiction. We’ll try to resolve any dispute amicably first.
18. Contact
hello@chatowl.my · 011-1205 2265 · C2-37-02, Arte Cheras, Taman Midah, Cheras, 56000 Kuala Lumpur, Wilayah Persekutuan. Data-protection contact: Lee Hao Ying (owner).