Terms of Service

1. Acceptance of Terms

These Terms of Service ("Terms") govern your use of LazyReply's AI-powered WhatsApp automation service ("Service") operated by iCare Softwares ("we," "our," or "us"). By accessing or using our Service, you agree to be bound by these Terms. If you disagree with any part of these terms, you may not access the Service.

2. Description of Service

LazyReply provides an AI-powered automation platform for WhatsApp Business accounts that enables:

• Automated responses to customer messages using artificial intelligence
• Message management and conversation tracking
• Analytics and insights for business communication
• Integration with WhatsApp Business API
• Customer support and priority assistance

3. Account Registration and Eligibility

3.1 Eligibility

• You must be at least 18 years old to use our Service
• You must have a valid WhatsApp Business account
• You must provide accurate and complete registration information
• You must be authorized to enter into this agreement

3.2 Account Security

• You are responsible for maintaining the confidentiality of your account credentials
• You are responsible for all activities that occur under your account
• You must notify us immediately of any unauthorized use of your account
• We reserve the right to suspend or terminate accounts that violate these Terms

4. Subscription Plans and Billing

4.1 Subscription Plans

• Trial Plan: RM1 for 7 days with full access to AI features
• Pro Plan: RM199 per month for growing businesses
• Advanced Plan: RM499 per month for teams with multiple WhatsApp accounts

4.2 Billing Terms

• All fees are in Malaysian Ringgit (RM) and exclude applicable taxes
• Subscription fees are billed in advance on a recurring basis
• Payment is due immediately upon subscription activation
• We accept major credit cards and online payment methods
• Failed payments may result in service suspension

4.3 Pricing Changes & Taxes

Fees are in Malaysian Ringgit (RM) and exclude taxes. We may change plan pricing with at least 14 days' notice. New prices take effect on your next billing cycle.

4.4 Trials & Renewals

If your plan includes a trial, charges begin when the trial ends unless you cancel before that time. You can cancel anytime in account settings.

4.5 Refunds

• Trial Plan: Refundable within the first 24 hours if no messages were processed
• Monthly Plans: No refunds for partial months, cancellation effective at period end
• Service credits may be provided for documented service outages
• Refund requests must be submitted through our support system
• Refunds are as stated in this section and do not affect your statutory rights

5. Acceptable Use Policy

5.1 Permitted Uses

You may use our Service for legitimate business purposes including:

• Customer service and support automation
• Business communication and lead management
• Order processing and status updates
• Appointment scheduling and reminders

5.2 Prohibited Uses

You may NOT use our Service for:

• Sending spam, unsolicited messages, or marketing to non-consenting recipients
• Distributing malware, viruses, or harmful content
• Engaging in fraudulent, illegal, or deceptive practices
• Violating WhatsApp's Terms of Service or Business Policy
• Sending content that is hateful, discriminatory, or offensive
• Impersonating others or misrepresenting your identity
• Attempting to reverse engineer or hack our Service
• Sharing your account credentials with unauthorized parties

5A. Indemnity

You will indemnify and hold harmless iCare Softwares / LazyReply from any claim, fine, penalty, loss, or cost (including reasonable legal fees) arising from your (i) violation of law, (ii) breach of WhatsApp policies, or (iii) sending unsolicited or unlawful messages.

6. WhatsApp Integration and Compliance

• Official API Only: We exclusively use WhatsApp Business API/Cloud API - no unofficial automation or scripting
• Business API Compliance: You must comply with all WhatsApp Business API terms and policies
• Customer Consent: You are responsible for obtaining proper consent from message recipients before automated messaging
• Rate Limits: You must respect WhatsApp's messaging limits and rate restrictions
• Account Standing: You must maintain an active WhatsApp Business account in good standing
• Policy Updates: We are not responsible for WhatsApp policy changes or account suspensions due to non-compliance
• Approved Messaging: All automated messages must comply with WhatsApp's approved messaging categories and templates

Warning: Using our service with unofficial WhatsApp automation tools or for sending unsolicited bulk messages may result in WhatsApp account bans and immediate service termination. We may suspend or throttle your account if high block rates/quality signals indicate non-compliance.

7. AI and Data Processing

7.1 AI Service Limitations

• Our AI generates responses based on patterns and training data
• AI responses may not always be accurate or appropriate for your specific context
• You are responsible for reviewing and approving automated responses
• We strongly recommend human oversight for sensitive communications
• AI performance may vary and is not guaranteed to meet specific accuracy levels

7.2 Data Usage and AI Training

• We process your message data to provide AI-powered response generation
• Third-Party AI: We do not use your content to train third-party foundation models (e.g., OpenAI) unless you have explicitly opted in
• Our Models: If we ever wish to use de-identified data to improve our own models, we will request your explicit consent
• Personal data is handled according to our Privacy Policy and PDPA requirements
• You retain ownership of your business data and customer information
• Message Responsibility: You're responsible for message content you send via the Service

7A. Confidentiality

Each party will keep the other party's Confidential Information confidential, using at least reasonable care, and will use it only to perform these Terms. This does not apply to information that is public, independently developed, or rightfully obtained without confidentiality duties. If required by law to disclose, a party will give prompt notice (where lawful) and disclose only what is legally required.

8. Service Availability and Support

8.1 Service Level

• We strive for 99.9% uptime but do not guarantee uninterrupted service
• Planned maintenance will be announced in advance when possible
• Emergency maintenance may occur without prior notice

8.2 Customer Support

• Trial and Pro Plans: 24/7 support via email and chat
• Advanced Plan: Priority support with faster response times
• Support is provided in English and Bahasa Malaysia

8.3 Credits Are Sole Remedy

Any service credits issued for availability or performance issues are your sole and exclusive remedy for the event giving rise to the credit.

9. Intellectual Property

• LazyReply and all related trademarks are owned by iCare Softwares
• Our software, algorithms, and AI models are proprietary and protected
• You retain ownership of your business data and customer information
• You grant us limited rights to process your data for service provision
• You may not copy, modify, or distribute our software or service

10. Limitation of Liability

To the maximum extent permitted by law, the Service is provided "as is." We are not liable for indirect, incidental, special, consequential, or punitive damages (including lost profits or data), even if advised of the possibility.

Our aggregate liability arising out of or related to the Service is limited to the fees you paid in the 12 months before the event giving rise to liability.

Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or wilful misconduct.

11. Termination

11.1 Termination by You

• You may cancel your subscription at any time through your account settings
• Cancellation takes effect at the end of your current billing period
• You remain responsible for all charges incurred until termination

11.2 Termination by Us

• We may suspend or terminate your account for violations of these Terms
• We may terminate the Service with 30 days' notice
• Immediate termination may occur for serious violations or legal requirements

11.3 Effect of Termination

• All rights and licenses granted to you will immediately cease
• We will provide reasonable access to export your data for 30 days
• We may delete your data after the retention period

11A. Force Majeure

Neither party is liable for delay or failure caused by events beyond reasonable control (including outages of cloud/telecom providers, acts of God, war, riot, strikes, governmental action), provided the affected party uses reasonable efforts to mitigate.

12. Dispute Resolution

Before formal proceedings, the parties will attempt good-faith resolution for 30 days. Any unresolved dispute will be finally resolved by arbitration administered by the Asian International Arbitration Centre (AIAC) under the AIAC Arbitration Rules in effect when the Notice of Arbitration is submitted. The seat is Kuala Lumpur, Malaysia; the language is English; the tribunal consists of one arbitrator. Judgment on the award may be entered in any court of competent jurisdiction. These Terms are governed by the laws of Malaysia.

13. Changes to Terms

We reserve the right to modify these Terms at any time. We will notify users of material changes via email or through the Service. Material changes take effect 14 days after notice. If you do not agree, you may cancel before the effective date; continued use constitutes acceptance of the new Terms.

13A. Beta/Preview Features

From time to time we may offer beta or preview features. They are provided "as is" without commitments, may change or be withdrawn, and are excluded from any uptime targets or support SLAs.

13B. Export Controls & Sanctions

You represent that you are not subject to sanctions and will not use the Service in violation of applicable export control or sanctions laws.

14. Contact Information

If you have any questions about these Terms of Service, please contact us:

15. Severability

If any provision of these Terms is found to be unenforceable or invalid, that provision will be limited or eliminated to the minimum extent necessary so that these Terms will otherwise remain in full force and effect.