Lakuchat Merchant Terms of Service

Operator: TF Globe Pte Ltd, a company registered in Singapore ("Lakuchat", "we", "us"), UEN 202223582W, 10 Mohamed Sultan Road, #02-01, Singapore 238960, contact hello@lakuchat.com.

By creating an account, clicking "I agree" or using the Service, the business named in the account ("Merchant", "you") agrees to these Terms. If you accept for a company, you confirm you have authority to bind it.

1.1 Lakuchat is a software provider only. We provide tools that help you answer customers' messages, build carts, collect delivery details, connect to a payment provider you choose, and see your orders (the "Service"). We provide technology. We do not sell, offer or supply goods or services.

1.2 We are not a party to your sales. Every sale is a contract only between you and your customer ("Customer"). You are the seller. We are not a marketplace, retailer, distributor, agent, broker, payment institution, escrow or logistics provider, and we do not guarantee, inspect, endorse or take responsibility for any product, price, stock level, delivery, refund, warranty or Customer dispute.

1.3 Customers are not our customers. We have no contract with your Customers. Anything the AI Assistant says or does in a chat is said or done on your behalf and for your business.

1.4 You must be a business user. You confirm you use the Service for business purposes and not as a consumer.

You are solely responsible for, and promise to comply with all laws on:

(a) the products and services you sell, including that they are legal, safe, genuine, correctly described and that you have the right to sell them;

(b) prices, stock, taxes, invoices, shipping charges, delivery, returns, refunds, warranties and after-sales service;

(c) consumer protection and e-commerce laws in each country where you sell, including required seller information, advertising and complaint channels (for example Malaysia's Consumer Protection Act 1999 and Consumer Protection (Electronic Trade Transactions) Regulations 2024, and equivalent laws in Indonesia and Singapore);

(d) licences and permits for your business and products;

(e) the accuracy of everything you load into Lakuchat (catalog, prices, stock, policies, shipping rules, FAQs, store details). The AI Assistant relies on them and does not check them;

(f) reviewing conversations and orders, answering Customer complaints, and taking over any chat when needed.

3.1 The AI Assistant is automated and uses third-party AI models. It can be wrong, incomplete or misunderstand a message. Its outputs are not advice from us.

3.2 You are responsible for what the AI Assistant says and does in your name, as if you had said or done it yourself, including offers, prices, availability, delivery promises and returns statements. You must set it up with accurate information, test it, monitor it, and switch it off or take over a chat where needed.

3.3 We use reasonable technical controls (for example prices, stock and totals come from your data and are calculated by software, not invented by the AI), but we do not promise they will prevent every error.

3.4 You must let Customers know they are talking to an AI Assistant and offer a way to reach a person. The Service provides a default notice you may edit. You must not remove or hide it where the law requires it.

3.5 We do not promise any level of sales, conversion, revenue or cost saving.

4.1 Customer payments go through a payment provider or QR transfer that you choose and contract with (for example Billplz, Stripe, Xendit, or your own DuitNow QR, QRIS or PayNow QR). Money goes to your account. We never receive, hold, transfer or control Customer funds. Provider terms and fees apply to you and are between you and the provider.

4.2 Gateway payments: we mark an order paid only when the provider sends a verified confirmation. We are not responsible for provider outages, delays, errors, fees, holds, chargebacks, reversals, fraud or disputes.

4.3 Manual QR payments: an order is marked paid only when you press Confirm. You are solely responsible for checking that the money has really arrived in your account, in the right amount, before you confirm. Payment screenshots can be fake or wrong. Any screenshot reading or warning in the Service is only a hint, not verification. We are not liable for any loss from an order you confirm or reject, or from fake or mistaken payments.

4.4 Refunds, cancellations and chargebacks are between you and your Customer. The Service may record a refund you made but does not make refunds.

5.1 You must have the right to use each channel and follow Meta's and each channel's terms and policies, including the WhatsApp Business Terms and Commerce Policy, the 24-hour reply window, approved message templates, opt-in and opt-out rules and prohibited goods.

5.2 Meta's terms apply to you directly. By using WhatsApp through Lakuchat you also accept the WhatsApp Business Terms of Service and the other Meta terms and policies shown to you when you connect your number (for example during Meta's sign-up flow). Your WhatsApp Business Account stays yours. We create it only at your request and with your consent. You can ask us to help you move it to another provider, and we will help within 30 days of your request and then delete the related data from our systems unless the law or Meta requires otherwise.

5.3 Enforcement by Meta and by us. Meta requires us to answer for how our merchants use WhatsApp through us. You agree that: (a) we may tell Meta if we know or reasonably suspect you have broken Meta's terms; (b) we will block, disable or delete your connection if Meta asks us to, or if you are in serious breach, without liability to you; (c) you will not ask us to help you break Meta's terms.

5.4 Marketing messages. Replying to a customer who messages you, and sending order, payment and delivery updates, are different from marketing. You must have each recipient's valid consent before sending any marketing or promotional message, and must stop when they opt out. You must follow the rules of each country you message, including Singapore's Do Not Call rules, which cover marketing messages sent on WhatsApp: you must check the Do Not Call Registry for Singapore numbers unless you have clear consent, and you must not message numbers on it. Lakuchat does not screen your contact lists for you.

5.5 We do not control the channels. Meta or another channel may restrict, limit, suspend or ban your number or account, change prices or policies, or have outages. We are not liable for these events, or for any message that is delayed, not delivered or blocked.

5.6 Meta charges for some messages (for example template messages sent outside the 24-hour reply window). Those charges are not included in the plan price unless the plan says so. They are billed to you, either directly by Meta to your WhatsApp Business Account or, if we pay Meta on your behalf, passed on to you at cost and shown separately from our own fees.

6.1 For personal data of your Customers and anyone else you chat with, you are the controller / data user and we are your processor / data intermediary. The Data Processing Terms (Schedule A) form part of these Terms.

6.2 You are responsible for having a lawful basis, giving required notices, obtaining any consents needed to message your Customers, honouring opt-outs, keeping your data accurate and responding to Customers' requests about their data.

6.3 For account data about you and your staff, we are the controller. See our Privacy Policy.

7.1 At sign-up we ask for your separate, explicit permission (a tick box that is not pre-ticked) to let authorised Lakuchat staff access your account to give you support. You can withdraw it at any time in Settings.

7.2 If you give it: access is only to help with your request or investigate a fault; it is read-only and time-limited; customer phone numbers and addresses are hidden unless staff need one for a stated reason; staff never see your payment provider credentials, API keys or passwords; every access is logged with a reason and you can see the log; staff may take only the actions you ask for (such as pausing the AI, reconnecting a channel, re-syncing the catalog or replaying a failed notification). You authorise us, as your processor, to access your Customers' personal data for this purpose only.

7.3 If you withdraw it, we may need your approval for each support session, and support may take longer.

7.4 Whether or not you have given permission, we may access or restrict your account where needed to stop abuse, fraud or a security incident, to protect other merchants or our channel access, or to comply with law or an order of a court or authority. We record the reason.

You must not use the Service to: sell or promote anything illegal, counterfeit, stolen, unsafe or prohibited by Meta or by the payment provider (for example weapons, drugs, adult services, gambling, scams, regulated medicines or financial products without a licence); send spam or unsolicited marketing; harvest or misuse personal data; deceive Customers; infringe others' rights; upload malware; probe or attack the Service; resell the Service without our written consent; or use it to train competing AI systems.

We may remove content and suspend or terminate the account for a breach, a risk to others or to our access to Meta, or non-payment. We will give notice where reasonable but may act immediately where there is risk.

Automated checks and enforcement. You agree that we may automatically scan the content you load and the images and messages sent through your account to detect pornography, child sexual abuse material, illegal goods and services, scams and other breaches of this section; may hold, hide or remove items for review by our staff; and may share information with Meta, payment providers, law enforcement and regulators where we believe the law or their policies require or allow it. If you seriously breach this section (for example by selling or promoting illegal goods, adult content or anything involving child abuse, or by running a scam), we may suspend or terminate your account immediately and without notice, and you are not entitled to any refund of fees already paid. You stay liable for amounts due and under section 15. Anyone can report a store or content to hello@lakuchat.com.

9.1 Plans and prices are shown at sign-up and in the dashboard and are charged to you in Singapore dollars (SGD) through our billing provider, monthly in advance and renewed automatically until cancelled.

9.2 Prices exclude taxes and duties. You are responsible for any tax that applies to your purchase in your country, including any service tax, VAT, GST or similar tax you must pay or account for yourself on services bought from a foreign provider. If the law requires us to charge or collect a tax from you, we will add it and say so on the invoice. We may change prices on 30 days' written notice; if you do not agree you can cancel before the change.

9.3 You can cancel at any time in the dashboard (Plan page). You keep full access until the end of the period you have paid for, and we show you that last day before you cancel. Fees already paid are non-refundable, except where these Terms (sections 14.5 and 16.1) or the law say otherwise. Late or failed payment may lead to suspension after we have given you notice and a chance to update your card.

9.4 Trials and pilot discounts may be changed or ended on notice.

10.1 We own the Service, software, designs and trademarks. You get a limited, non-exclusive, non-transferable right to use the Service during the subscription.

10.2 You own your content (catalog, images, brand, messages). You give us a licence to host, process, copy, display and send it, and to use it with our sub-processors, only to provide and secure the Service and as stated in these Terms.

10.3 You promise you have all rights needed for your content, and that it does not infringe anyone's rights.

10.4 We may use de-identified, aggregated statistics about use of the Service (not identifying you, your Customers or your content) to run and improve the Service. Our AI provider processes your Customers' messages only under its paid-service terms, which state that the provider does not use that content to improve its products or train its models. The provider may keep prompts and responses for a limited time solely to detect and prevent abuse.

The Service depends on third parties (Meta and other channels, payment providers, AI model providers, hosting, e-commerce platforms such as Shopify, email and analytics providers). Their availability, accuracy, policies and prices are outside our control, and we are not responsible for them. Their terms apply to your use of them.

12.1 We aim for good availability but do not promise uninterrupted or error-free service, particularly during beta or pilot. We may change, suspend or discontinue features, and will give reasonable notice of material changes.

12.2 Support is by the Get help button in the dashboard or by email to hello@lakuchat.com, on a reasonable-efforts basis, aiming to reply to urgent requests within 1 hour on business days (Mon to Fri, 9:00 to 18:00 Malaysia and Singapore time) and to other requests within one working day. These are targets, not guarantees.

12.3 Trial, pilot and beta. Trial, pilot and discounted plans, and features marked beta, are provided on these same Terms. We may change or end them on 14 days' notice. During a pilot you agree to give honest feedback, and you allow us to use anonymised results (for example reply times) in case studies; we name you only with your written permission.

To the fullest extent permitted by law, the Service is provided "as is" and "as available". We give no warranties, express or implied, including of merchantability, fitness for a particular purpose, accuracy, non-infringement, uninterrupted operation, or that AI outputs will be correct, complete or suitable.

14.1 Excluded losses. To the fullest extent permitted by law, and subject to 14.4 and 14.5, we are not liable for indirect, consequential, special or incidental loss, or for loss of profit, revenue, sales, business, goodwill, anticipated savings, data or opportunity, even if foreseeable.

14.2 Cap. To the fullest extent permitted by law, our total liability to you for all claims arising out of or in connection with the Service and these Terms in any 12-month period is limited to the greater of (a) the fees you paid us in the 12 months before the event first giving rise to liability and (b) SGD 500.

14.3 Your sales. The sale of goods and services to your Customers is your responsibility (section 2). We are not liable for loss, claims or disputes arising from your sales and Customers, including mispriced or oversold items, wrong, late or undelivered goods, quality, refunds, chargebacks, fake or mistaken payments, taxes, or statements made by the AI Assistant on your behalf, except to the extent that the loss is directly caused by our breach of these Terms, in which case sections 14.1 and 14.2 apply.

14.4 What these limits do not cover. Nothing in these Terms limits or excludes liability for fraud or fraudulent misrepresentation, wilful misconduct, death or personal injury caused by negligence, or any liability that cannot be limited or excluded by law.

14.5 You always keep a remedy. Nothing in this section 14 takes away your right to claim your direct losses up to the cap in 14.2, or your right to end these Terms and receive a refund of fees you paid for any period after the date the Service materially failed to work as described, if we cannot fix the problem within a reasonable time after you tell us. This section limits liability only and does not stop you from enforcing your rights in arbitration or court under section 17.

14.6 You acknowledge that the fees reflect this allocation of risk, that you have had the chance to read these Terms and ask us questions, and that you consider the limits reasonable for a business user.

You will defend, indemnify and hold harmless Lakuchat, its directors, employees and affiliates from claims, losses, fines, penalties, costs and expenses (including reasonable legal fees) arising out of or relating to: (a) your products, services, sales, prices, promotions, delivery, refunds and Customer disputes; (b) your content and instructions, including the information the AI Assistant relies on; (c) your breach of these Terms or any law or channel or payment provider policy; (d) your messaging Customers without proper basis or consent; (e) your tax obligations; (f) claims by Customers, regulators, Meta or payment providers relating to your use of the Service. This does not apply to the extent a claim is caused by our breach of these Terms or our wilful misconduct. We will tell you promptly of a claim, let you control the defence (we may take part at our cost), and you may not settle in a way that admits fault for us without our consent.

16.1 These Terms apply while you have an account. You may cancel at any time. We may terminate or suspend for breach, risk, non-payment, or on 30 days' notice for convenience. If we terminate for convenience, or you terminate because we are in material breach that we have not fixed within a reasonable time, we refund the fees you prepaid for the period after termination. If we terminate for a serious breach of section 8, no refund is due.

16.2 After termination you may export your data for 30 days. After that we delete or anonymise it within 60 days, except what we must keep by law or for disputes, tax and security (for example billing and audit records).

16.3 Sections that by nature should survive do (including 2, 4, 6 to 8, 10 to 11, 13 to 15, 17 and 18).

17.1 These Terms and any dispute are governed by the laws of Singapore.

17.2 The parties first try to resolve a dispute by good-faith talks for 30 days after written notice.

17.3 Any unresolved dispute is finally resolved by arbitration under the Arbitration Rules of the Singapore International Arbitration Centre (SIAC) in force at the time, seated in Singapore, in English, by one arbitrator.

17.4 Either party may ask any competent court for urgent interim relief, and we may sue in any court to collect unpaid fees or protect our intellectual property or the Service.

17.5 No class or collective actions, to the extent permitted by law.

18.1 Changes. We may update these Terms. We will give at least 30 days' notice by email or in the dashboard for material changes; if you keep using the Service afterwards you accept them. If you do not agree to a material change, you may cancel before it takes effect and receive a refund of fees for the period after cancellation.

18.2 Force majeure. Neither party is liable for failure caused by events beyond reasonable control, including outages of Meta, telecom, cloud, payment or AI providers, natural events, government action or cyber attack not caused by its negligence. (Payment obligations are not excused.)

18.3 Entire agreement. These Terms, the Data Processing Terms, the Privacy Policy and your order form are the whole agreement.

18.4 Severability, waiver. If a part is invalid the rest remains. Not enforcing a right is not a waiver.

18.5 Assignment. You may not assign these Terms without our consent. We may assign to an affiliate or a successor to our business.

18.6 No third-party rights. Customers and other third parties have no right to enforce these Terms. Only Lakuchat's directors, employees and affiliates may enforce sections 14 and 15 under the Contracts (Rights of Third Parties) Act 2001 (Singapore); no other person has rights under that Act.

18.7 Relationship. We are independent contractors. Nothing makes us partners, agents or employer or employee.

18.8 Notices. By email to the address on your account, and to us at hello@lakuchat.com.

18.9 Language. The English version prevails except where local law requires otherwise. Lakuchat is not yet offered in Indonesia; before it is, Indonesian merchants will receive an Indonesian version, which will say which version prevails. Translations into other languages are provided for convenience.

18.10 Electronic acceptance. You agree to these Terms electronically. We keep a record of your acceptance (account, version, date and time) and this record is evidence of your agreement. Electronic records and signatures are valid under the Electronic Transactions Act 2010 (Singapore) and the Electronic Commerce Act 2006 (Malaysia).

18.11 Confidentiality. Each party keeps the other's non-public business information confidential and uses it only for these Terms, except where disclosure is required by law or needed to get professional advice, with the same duty on the adviser.

18.12 Contact for complaints. hello@lakuchat.com.

See the Data Processing Terms. They form part of these Terms.