Terms of Service

Waagen is operated by ACME SDN BHD (company registration no. 000000-X), of (registered address not yet configured). In these terms, “we” and “us” mean that company, and “you” means the person or business that holds a Waagen account. By opening an account or using the service, you accept these terms.

Waagen connects to a WhatsApp number you control and answers the messages people send to it, using an AI assistant and the business information you put into your account. The number stays yours. We do not supply it and we cannot transfer it.

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 number is your responsibility, whether a person or the assistant wrote it.

One account can hold several WhatsApp numbers, up to the limit of your plan, and one set of billing details covers all of them. 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 Waagen 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. WhatsApp’s own terms apply to your number as well, and breaching them breaches these terms too. We may suspend an account we reasonably believe is being used this way.

On most plans, Waagen connects to your number by you scanning a QR code with the WhatsApp app on your phone. This is not an official WhatsApp integration. WhatsApp can restrict, suspend, or permanently ban a number connected this way, 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. Automatic follow-up messages are available only on the Business plan, which uses the official WhatsApp Cloud API.

The plans are Free at RM0 a month, Entry at RM49 a month, Pro at RM199 a month, Business at RM599 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.

Each plan comes with a monthly allowance of AI credits, shared across every number on the account. Work that needs the AI costs credits: a written reply costs one credit, a voice reply costs more, and transcribing a voice note or describing a picture costs more still. The allowance resets at the start of each calendar month in your account’s time zone, and unused credits do not carry over. When the allowance runs out, automatic replies stop until the next month — your conversations stay open and your team can still answer by hand. The Free plan additionally stops replying automatically once it has handled a fixed number of separate contacts in total. Unlike the credit 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 numbers than the lower plan allows, we will refuse the downgrade until you unlink the extra numbers. 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 WhatsApp number, you are the data controller and Waagen 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 number.

We do not promise any particular level of uptime. Waagen depends on services we do not control — WhatsApp itself, 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, unlink your numbers, 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. The current version is always on this page. Where a change affects your rights or what you pay, we will tell account owners by email before it takes effect. Continuing to use Waagen after that 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 Waagen is subject to the jurisdiction of the courts of Malaysia.

Email [email protected], or write to ACME SDN BHD, (registered address not yet configured).