Terms of Service
Last updated: 31 October 2026
These terms will be reviewed by counsel; we will tell you before any change.
These Terms are an agreement between BOOK IN CHAT PTE. LTD. (UEN 202646792Z), registered office 60 Paya Lebar Road #06-28, Paya Lebar Square, Singapore 409051 (BookInChat, we, us), and the business that registers for BookInChat (Shop, you). Contact: support@bookinchat.com.
The following form part of these Terms: the Data Processing and Shared Control Agreement, the Acceptable Use Policy, the AI Use Policy and the Sub-processor list. Our Privacy Policy and Cookie Policy explain how we handle personal data but are not contractual terms.
1. The Service
1.1 BookInChat provides software for salons, wellness shops and skin and aesthetic clinics: an AI-assisted WhatsApp receptionist, booking calendar, customer records, staff app and shop-management tools (the Service).
1.2 BookInChat is a software provider. We are not a healthcare provider, we do not provide medical, legal or financial advice, we do not provide the services you offer to your customers (Customers), and we do not hold or receive your Customers' money for you.
1.3 We may improve and change the Service. If we remove a feature that is material to your use, we will give you at least 14 days' notice, and you may cancel before the change.
2. Eligibility and your account
2.1 You must be at least 18 years old. You may register as a company, partnership or other entity, or as an individual running a business, including an unregistered sole proprietor.
2.2 You confirm that you have authority to act for the business you register and to accept these Terms on its behalf, and that the details you give us are true and kept up to date. If you register for a business you do not have authority for, you are personally bound by these Terms.
2.3 You are responsible for everyone you invite to your account (staff, accountants, advisers), for keeping logins secure, and for all activity in your account. Tell us at once at support@bookinchat.com if you suspect unauthorised access.
2.4 You agree to receive notices from us electronically, by email to your account owner and in the app.
3. Price and billing
3.1 No free trial. There is no free trial: the Service is billed from the day you start your subscription.
3.2 Price. The Service costs RM99 per month per Shop, inclusive of taxes, covering all of the Shop's branches. Every Shop is billed in Malaysian ringgit (MYR), including Shops in Singapore. WhatsApp messaging and AI use are included. Fair use applies; we'll contact you before any extra charge.
3.3 Billing and renewal. Payments are processed by HitPay (HitPay Payment Solutions Pte. Ltd.). Once you add a payment method, your subscription is billed monthly in advance and renews automatically each month until you cancel. You authorise us and HitPay to charge your chosen payment method on each renewal date.
3.4 Cancel anytime. You can cancel at any time by emailing support@bookinchat.com. Cancellation takes effect at the end of the current billing period; you keep access until then and are not charged again.
3.5 No refunds. Fees are non-refundable, including for partial months and unused features, except: (a) where the law requires a refund; (b) a pro-rata refund of unused prepaid time if BookInChat seriously breaches these Terms and does not fix the breach within the time allowed in clause 5.2; and (c) a pro-rata refund of unused prepaid time if you object to a new sub-processor and leave (see the Data Processing and Shared Control Agreement, clause 10.2).
3.6 Price changes. We will give you at least 14 days' notice of a price change. The new price applies from your next billing period after the notice period; if you do not agree, you may cancel before it applies.
3.7 Failed payments. If a payment fails, clause 12.3 applies.
4. Your responsibilities
4.1 Your content. You are responsible for the information you put into the Service and approve for the AI to use, including your menu, prices, promotions, policies, treatment descriptions, templates and FAQ answers, and for the claims you make to Customers.
4.2 Review AI replies. You must review the information and settings the AI uses before switching on automatic replies, keep them up to date, and correct errors promptly (see the AI Use Policy).
4.3 WhatsApp and Meta policies. You must comply with the WhatsApp Business Messaging Policy, the WhatsApp Commerce Policy and the other Meta terms that apply to your WhatsApp number, including obtaining and recording opt-in before business-initiated messages and honouring opt-outs. When a Customer replies STOP, BookInChat stops all automated messages to that Customer (assistant replies, reminders and marketing) until the Customer replies START; you must not work around this. Meta may restrict or disable your number; we cannot override Meta's decisions.
4.4 Customer notice and consent. You must make our notice for customers available to your Customers and meet the other obligations in the Data Processing and Shared Control Agreement, including Malaysian notice-language rules and explicit consent for health data where required.
4.5 Clinics. If you are a clinic or provide health, medical or aesthetic-medical services: (a) you must approve, in advance, any AI answer about health or treatment; (b) you remain solely responsible for clinical decisions, patient care, consent to treatment, patient records and compliance with health regulation, including the healthcare advertising rules of Singapore and Malaysia; (c) prescription product brand names are never included in automatically sent text; and (d) BookInChat does not provide medical advice.
4.6 Member credit and packages. If you sell member credit, prepaid packages or similar schemes through BookInChat, you are the issuer of that credit or package and you are responsible for honouring it and for any refunds to your Customers. BookInChat records them for you and never holds that money.
4.7 Law. You must comply with all laws that apply to your business and your use of the Service, and with the Acceptable Use Policy.
5. Ending the Service by you
5.1 You may cancel at any time (clause 3.4).
5.2 If we seriously breach these Terms and do not fix the breach within 10 days of your written notice, you may end the Service immediately and receive a pro-rata refund of unused prepaid time.
6. Data protection and confidentiality
6.1 The Data Processing and Shared Control Agreement governs how Customer personal data is handled. In short: you are a controller of your Customers' data; we process it on your instructions to provide the Service, and we are also an independent controller for our own limited purposes (operating and securing the Service, legal compliance, and improving your own Shop's assistant using de-identified data unless you opt out). Your data is never used to improve another Shop's assistant, and health and clinic data are always excluded.
6.2 Improvement opt-out. Improvement includes training and fine-tuning our own AI models (on our own servers or, in future, in a data centre we operate) with your de-identified data, for your own assistant only. You may opt out of the use of your de-identified data for improvement at any time by emailing support@bookinchat.com, without charge or loss of features (see the AI Use Policy, section 7).
6.3 Each party will keep the other's non-public business information confidential and use it only for this agreement, except information that is public, already known, independently developed, or required to be disclosed by law.
7. Intellectual property
7.1 BookInChat and its licensors own the Service, including the software, AI prompts and configurations, models and documentation. We grant you a non-exclusive, non-transferable right to use the Service for your business during your subscription.
7.2 You own your content and your Customer data. You grant us a licence to host, copy, process, transmit and display it as needed to provide the Service and as permitted by the Data Processing and Shared Control Agreement.
7.3 If you send us suggestions or feedback, we may use them freely, without any obligation to you.
8. Third-party services
The Service relies on third parties, including Meta (WhatsApp), Kapso, HitPay and the others on the Sub-processor list. Their availability and terms are outside our control. We are not responsible for a third party's acts or for interruptions they cause, but we will take reasonable steps to restore the Service and tell you about significant interruptions.
9. Availability and support
We aim to keep the Service available and to fix problems quickly, but we cannot promise uninterrupted or error-free operation. We may carry out maintenance, with advance notice where it is planned and likely to cause significant interruption. Support is by email at support@bookinchat.com, Monday to Friday, 9am to 6pm Singapore time, on a reasonable-efforts basis; we do not offer a service-level agreement or service credits. Urgent safety or security issues are handled at any time.
10. Disclaimers
10.1 To the extent permitted by law, the Service is provided "as is". AI output may be inaccurate or incomplete, and you are responsible for checking it (see the AI Use Policy).
10.2 Nothing in these Terms excludes any condition, warranty or right that cannot be excluded under applicable law, including any mandatory consumer protection law of Malaysia or Singapore that applies to you.
11. Limitation of liability
11.1 Cap. Subject to clause 11.3, BookInChat's total liability to you arising out of or in connection with these Terms and the Service, whether in contract, tort (including negligence), breach of statutory duty or otherwise, is limited to the total fees you paid to BookInChat in the 3 months before the event giving rise to the claim.
11.2 Excluded losses. Subject to clause 11.3, BookInChat is not liable for loss of profit, revenue, business, goodwill or anticipated savings, or for indirect or consequential loss.
11.3 What is not limited. Nothing in these Terms limits or excludes liability for: (a) fraud or fraudulent misrepresentation; (b) death or personal injury caused by negligence; or (c) any liability, or any right you have, that cannot be limited or excluded under applicable law, including mandatory consumer protection rights under the laws of Malaysia or Singapore.
12. Restriction, suspension and termination by BookInChat
12.1 Notice and time to fix. If you breach these Terms or the Acceptable Use Policy, we will tell you in writing what is wrong and give you 10 days to fix it (5 business days for spam or a breach of WhatsApp messaging policy). If you do not fix it, we may restrict or suspend the affected part of the Service, and end the Service if the breach continues.
12.2 Immediate suspension. We may suspend the affected part of the Service without prior notice only where this is needed to prevent serious harm, where the law requires it, or where there is a risk that your WhatsApp number will be restricted. We will tell you promptly and explain why.
12.3 Non-payment. If a payment fails, we will tell you. If it is still unpaid 7 days later, your account becomes read-only; if it is still unpaid 30 days later, we may end your account.
12.4 Human review and appeal. A person at BookInChat reviews any suspension made by an automated system within 1 business day. You may appeal any restriction, suspension or termination by emailing support@bookinchat.com.
13. Indemnity
You will compensate BookInChat for claims by third parties (including Customers, Meta and regulators) arising from your content, your services or treatments, your breach of these Terms or the Acceptable Use Policy, or your breach of law, except to the extent caused by BookInChat.
14. Your data after your account ends
14.1 After your account ends (by cancellation or termination), you can export your data for 90 days. Your records, including clinic safety records and financial records such as packages and member credit, are your records: we provide a full export during that period, and you are responsible for keeping any records the law requires you to keep.
14.2 After the 90-day export period ends (by our daily job, usually within a few days), we delete your WhatsApp, Instagram, Facebook Messenger and Threads messages and the files sent in them, your clinic health notes, the assistant's conversation summaries and memory notes, the text of the assistant's draft replies, staff notes on its replies and the contents of imported customer files; we replace your Customers' names, contact details and usernames, and the names and notes on your customer list, bookings and customer profiles, with coded (pseudonymised) values; we remove your Customers' names from receipts; and we remove staff notes and chat and customer links from clinic health-alert records. Your users lose access; a user with no other active BookInChat account has their name, email address and phone number coded and can no longer sign in. We keep only: receipts and payment proofs, for the periods the law requires; clinic health-alert records for 7 years as safety records; the chat consent and STOP (opt-out) records; a separate copy of records needed for a legal claim or legal hold, until it is resolved; and the audit trail; and, for at most 12 months after your account ends and only to detect fraud and abuse across the Service, your other records with these details coded (including bookings, customer profiles, payment, credit and package records and stored files). Coded data is still personal data. 12 months after your account ends, we erase each Customer's records as on a Customer erasure request, keeping only the records listed above, booking, package and payment rows without Customer details, and your own records that are not about a Customer (staff names on the schedule, your documents and search indexes). Details: Privacy Policy, section 8. We also keep: our invoices to you and the accounting records the law requires us to keep; data needed for a legal claim or legal hold; minimal opt-out and consent records needed to keep honouring them; and de-identified data tagged to your Shop, which is removed if you opted out. Backups are overwritten in the normal backup cycle. Details: Data Processing and Shared Control Agreement, clause 12.
15. Marketing to you
We send you service and billing messages as part of the Service. We send marketing (news, offers and tips not needed for the Service) only if you opt in, and you can unsubscribe at any time using the link in each message.
16. Changes to these Terms
We may update these Terms. For material changes we will give you at least 14 days' notice by email and in the app. If you do not agree, you may cancel before the change takes effect; otherwise the new Terms apply from that date. Changes required by law or Meta policy may take effect sooner.
17. Governing law and disputes
17.1 Governing law. These Terms are governed by the laws of Singapore.
17.2 Mandatory Malaysian law. If you are established or operate in Malaysia, nothing in these Terms deprives you of the protection of mandatory provisions of Malaysian law that apply to you, including any applicable consumer protection law, and BookInChat honours the Malaysian Personal Data Protection Act 2010 (as amended in 2024) for Malaysian users as described in its Privacy Policy and the Data Processing and Shared Control Agreement.
17.3 Talk first. Before starting proceedings, each party will try in good faith to resolve the dispute by written notice and discussion.
17.4 Courts. The courts of Singapore have exclusive jurisdiction, without preventing either party from bringing a claim in the Singapore Small Claims Tribunals where eligible. This does not take away any mandatory right a Malaysian Shop has under Malaysian consumer law.
18. General
18.1 Assignment. You may not transfer these Terms without our consent. We may transfer them to a successor of our business on notice to you.
18.2 Force majeure. Neither party is liable for delay or failure caused by events beyond its reasonable control (including failures of WhatsApp or Meta, internet or hosting providers), provided it takes reasonable steps to mitigate. This does not excuse payment obligations.
18.3 Entire agreement. These Terms and the documents they incorporate are the whole agreement on their subject. Nothing excludes liability for fraudulent misrepresentation.
18.4 Severability, no waiver. If a provision is unenforceable, the rest remains in force. A failure to enforce is not a waiver.
18.5 Third parties. No one other than the parties may enforce these Terms under the Contracts (Rights of Third Parties) Act 1993 (Singapore).
18.6 Language. These Terms are in English.