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Terms of Service

Last updated: 27 May 2026

These Terms of Service ("Terms") govern your access to and use of the ObieChat platform ("Service") operated by ObieOnline (Obie, sole proprietor), based in Kuala Lumpur, Malaysia ("we", "our", "us"). By creating an account or embedding the widget on your website, you agree to these Terms.

1. Service description

ObieChat provides an AI-powered chat assistant that you embed on your website. The assistant answers visitor questions based on a knowledge base you maintain, and captures lead enquiries for your follow-up.

2. Your account

You are responsible for all activity in your account. Keep your password secret. Notify us immediately if you suspect unauthorised access. We may suspend accounts used for spam, fraud, or any unlawful purpose.

3. Credits and billing

  • New accounts get a free 30-day demo with 50 credits granted once at signup (no card required). The chatbot serves at full functionality during the demo; after 30 days it pauses on your site until you subscribe. Your knowledge, leads, and any unused top-up balance are preserved when the demo ends.
  • Subscription tiers (monthly, use-or-lose — the unused balance does not roll over):
    • Starter — RM 99 / month, 500 credits, 10K knowledge cap per language
    • Growth — RM 249 / month, 1,500 credits, 25K knowledge cap per language
    • Business — RM 499 / month, 3,500 credits, 50K knowledge cap per language
  • Top-ups: RM 30 per 100 credits, minimum 1 pack (RM 30), maximum 100 packs (RM 3,000), valid for 12 months from purchase. No volume bonus — top-ups are intentionally priced as a premium over the bundled subscription rate so the upgrade path is economically rational at high usage.
  • Payments are processed by Stripe. Subscriptions auto-renew monthly until cancelled; top-ups are one-time charges. You can cancel a subscription anytime from the customer portal (Console → Credits → Manage billing); cancellation stops future charges but does not refund the period in progress.
  • A "credit" is consumed for every chatbot reply (one credit per assistant turn). Tool calls and lead captures don't incur extra credits.

Refunds. Subscription charges are non-refundable; you may cancel at any time to stop future billing. Top-up credit balances may be refunded for the unused portion at the original price-per-credit (already-consumed credits are not refundable). Within 7 days of your first-ever top-up, we'll process an unused-balance refund without questions; after that, refunds remain available at our discretion. Stripe's processing fee on the original charge is non-refundable. Full policy and request instructions are in our refund policy.

4. Your content

You retain ownership of your knowledge base, business information, and visitor lead data. You grant us a non-exclusive licence to store and process this content solely to operate the Service for you.

5. Visitor leads + PDPA

When a website visitor shares contact details with your chatbot, we store that lead on your behalf, scoped to your tenant. You are the Data Controller for those leads under Malaysia's Personal Data Protection Act 2010 ("PDPA"); we act as Data Processor on your instructions.

Your responsibilities as Data Controller include:

  • Showing visitors a PDPA notice explaining what data the chatbot collects and what it'll be used for. We display a brief disclosure inside the widget — you should also link your own privacy policy from your site.
  • Honouring access / correction / deletion requests promptly.
  • Keeping leads no longer than necessary. We retain leads for 12 months by default; you may delete leads from your console at any time.

6. Acceptable use

You agree NOT to use the Service to:

  • Send spam, scams, or deceive visitors.
  • Impersonate a person or business you don't represent.
  • Collect special-category personal data (health, biometric, etc.) without explicit consent.
  • Reverse-engineer or attempt to circumvent the platform's security.
  • Use the chatbot to give regulated advice (legal, medical, financial) unless you're qualified to do so and have set the knowledge base accordingly.

7. AI output disclaimer

The chatbot uses a large-language-model AI provider to generate replies from your knowledge base. While we work to keep replies accurate, AI output is not perfect. You should not rely on the chatbot for decisions that require human judgement. The current AI subprocessor is listed on our subprocessors page.

8. Termination

You may close your account at any time by contacting us. We may suspend or terminate accounts that violate these Terms. On termination, we retain your data for 30 days for recovery purposes, then delete it.

9. Liability

To the maximum extent permitted by Malaysian law, the Service is provided "as is", without warranties. Our total liability for any claim arising out of these Terms shall not exceed the total fees you paid us in the previous 12 months. We are not liable for indirect or consequential damages (lost profits, business interruption, lost data, etc.).

10. Changes

We may update these Terms. Material changes will be emailed to your account email at least 14 days before they take effect. Continued use after the effective date means you accept the updated Terms.

11. Governing law

These Terms are governed by the laws of Malaysia. Disputes are subject to the exclusive jurisdiction of the courts of Kuala Lumpur.

12. Contact

Questions? WhatsApp us at +60 19 313 9312 or email obie@obieonline.com.

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