Terms of Service

aiBalas is operated by AIBALAS TECHNOLOGY (company registration no. 202603217234 (KT0619490-U)), of No 355, Jalan Timur 2/7C, Bandar Enstek, 71760 Bandar Enstek, Negeri Sembilan. In these terms, “we” and “us” mean that company, and “you” means the person or business that holds an aiBalas account. By opening an account or using the service, you accept these terms.

aiBalas connects to the channels your customers already use — WhatsApp numbers you control, a Telegram account you control, and a chat widget on your own website — and answers the messages people send to them, using an AI assistant and the business information you put into your account. One agent can hold several WhatsApp numbers, up to a limit we set per account, alongside one Telegram account and one website widget at the same time. Your WhatsApp numbers and your Telegram account stay yours. We do not supply them and we cannot transfer them.

The assistant writes its own replies. It can be wrong, and it can be wrong in a way that sounds confident. Treat it as staff you supervise rather than as a guarantee: read your conversations, correct the business information when a reply is off, and take over by hand whenever you need to. Every message sent from your connected channels is your responsibility, whether a person or the assistant wrote it.

One account can hold several agents, up to the limit of your plan, and one set of billing details covers all of them. On the Agent plan every agent is billed, so the number of them is up to you; adding another channel or another WhatsApp number to an agent you already pay for costs nothing extra. The account owner can invite other people to work on the account and can remove them.

The account owner is responsible for everything done on the account, including anything done by the people they invite, and for keeping sign-in details private. Tell us promptly if you think someone has reached your account without permission.

Do not use aiBalas to send, store, or generate anything unlawful, and do not use it to message people who have not asked to hear from you.

Among other things, that rules out: content that is illegal in Malaysia; harassment, threats, or impersonation; bulk or unsolicited messaging to contacts who have not opted in; any attempt to reach another business’s data or to interfere with the platform; and using the assistant to mislead the people it is talking to about who they are dealing with. The terms of the channels you connect apply as well — WhatsApp’s to your number, Telegram’s to your Telegram account — and breaching them breaches these terms too. We may suspend an account we reasonably believe is being used this way.

This section is about WhatsApp only; it does not apply to Telegram or to the website widget. aiBalas normally connects to your number by you scanning a QR code with the WhatsApp app on your phone. A number connected this way is not using an official WhatsApp integration. WhatsApp can restrict, suspend, or permanently ban such a number, at any time and without warning, and a banned number may not be recoverable.

That risk is yours, not ours. We do not compensate you for a restricted or lost number, for the contacts and history attached to it, or for business lost while it is unavailable. Only link a number you can afford to lose. We show you the same warning at the moment you link a number, and we record that you accepted it.

Because starting conversations with people is the main thing that triggers a ban, the assistant is blocked from sending the first message on a QR-linked number: it replies only to people who message you first, and it never sends an automatic follow-up message on such a number. The same holds on Telegram and on the website widget.

The Marketing page can send a video you upload to your own connected TikTok account as a draft. Nothing is published automatically: you review and publish the draft yourself in the TikTok app, and what you publish there is governed by TikTok’s own terms and community guidelines, not by us. The video and caption are your content, and the responsibility for having the rights to post it is yours, exactly as described under “Your content and your customers’ data” below.

TikTok can change or withdraw the interfaces this feature depends on, and can restrict or suspend its own accounts under its own rules. As with WhatsApp above, your TikTok account is yours: we do not compensate for a restricted or suspended TikTok account or for content removed by TikTok.

The plans are Free at RM0 a month and Agent at RM50 per agent a month. Prices are in Malaysian ringgit. What each plan includes is set out on our pricing page, and the limits shown there are the limits the system actually enforces. Older plans — Entry, Pro and Business — are closed to new signups; accounts already on them keep them, at the prices they already pay, unless they choose to switch.

On the current plans (Free and Agent), each agent comes with its own monthly RM usage allowance. Work that needs the AI spends it: each reply uses a small amount depending on how long the conversation and the reply are, and voice notes, voice replies, and pictures cost a little extra. If an agent’s monthly allowance is not enough you can top up in RM — the amount you pay is the amount added to your balance, shared across every agent on the account and drawn on only once an agent’s own monthly allowance is gone. Top-up purchases are charged immediately and are not refundable, and an unused top-up balance stays on the account. Your usage balance is a prepaid, non-refundable service balance for aiBalas usage. It is not money you can withdraw or transfer. Each agent’s monthly allowance resets at the start of each calendar month in your account’s time zone, and the unused part of it does not carry over. When an agent runs out of balance, its automatic replies stop until the next month or until you top up — its conversations stay open and your team can still answer by hand. Accounts on the older Entry, Pro and Business plans are metered differently: their allowance is a monthly number of replies, counted across the whole account rather than per agent, and it is not denominated in ringgit and cannot be topped up. The Free plan additionally stops replying automatically once it has handled a fixed number of separate contacts in total. Unlike the usage allowance, that count does not reset.

Subscription bills are issued once per billing period and paid through our payment gateway. If a subscription bill is still unpaid after the grace period shown on the bill, we may suspend the account until it is paid.

Upgrades are charged immediately. We issue a one-off bill for the difference between your current plan and the new one, prorated for the days left in the current period. Your plan changes when the payment gateway confirms the payment, not when you start the checkout. If you already have a working account and do not pay an upgrade bill, nothing happens to you: you stay on the plan you already had, and an unpaid upgrade bill never suspends your account.

Choosing a paid plan when you first sign up works differently. If you pick a paid plan while creating your account, your workspace stays closed until that first payment clears — you will be taken to a checkout page instead of the dashboard. Until you pay, you can change your mind there and start on the Free plan instead, which opens your workspace straight away. Once a payment has gone through we put you on the plan you paid for rather than on Free.

Downgrades take effect at the end of the current period, not straight away, and we do not refund the unused part of a period you have already paid for. If your account holds more agents than the lower plan allows, we will refuse the downgrade until you remove the extra agents. If you are on a specially agreed price, changing tier ends that arrangement and puts you on the standard price for the tier you move to.

If we change our prices, we will tell account owners before the change applies to their account.

The business information, products, conversations, and contact records in your account are yours. We do not sell them, and we do not use them for anything other than running and maintaining the service for you.

For the personal data of the people who message your connected channels, you are the data controller and aiBalas is the processor. You decide what is collected and why; we handle it on your instructions in order to provide the service. That makes it your responsibility to have a lawful basis for the messaging you do, and to tell your own customers how their messages are handled — including the processing described in our Privacy Policy, which you should read before you connect a channel.

We do not promise any particular level of uptime. aiBalas depends on services we do not control — WhatsApp and Telegram themselves, the AI providers, our hosting — and any of them can fail, change, or withdraw access.

We will take reasonable steps to keep the service running and to restore it after a failure, but there is no service-level guarantee and no credit for downtime. To the extent the law allows, we are not liable for lost profits, lost business, or lost data arising from an interruption or from a reply the assistant produced.

You can stop at any time: move the account to the Free plan from your billing settings, disconnect your channels, and ask us to close the account. Closing an account does not refund the current period.

We may suspend or close an account for unpaid subscription bills, for a breach of the acceptable use section, or where we are legally required to. Except where we have to act at once, we will tell you first and give you a reasonable chance to put it right. After an account closes, we keep its data only for as long as the Privacy Policy describes.

We may update these terms as the service changes, and the current version is always on this page — check it from time to time. Where a change raises what you pay, we will tell account owners before it applies to their account. Continuing to use aiBalas after an update means you accept the updated terms; if you do not, stop using the service and close your account.

These terms are governed by the laws of Malaysia, and any dispute arising out of them or out of your use of aiBalas is subject to the jurisdiction of the courts of Malaysia.

Email [email protected], or write to AIBALAS TECHNOLOGY, No 355, Jalan Timur 2/7C, Bandar Enstek, 71760 Bandar Enstek, Negeri Sembilan.