Terms of Service

1. Definitions and Interpretation

1.1 Definitions

• "EzFlow" or "Platform" refers to the all-in-one business operations SaaS platform operated at ezflow.my and any related applications or services provided by the Company.
• "Company", "we", "us" or "our" refers to EZ FLOW LABZ SDN. BHD.
• "User", "you" or "your" refers to any individual or business entity accessing or using the Platform.
• "Services" refers to all features provided through the Platform, including appointment bookings, staff scheduling, WhatsApp automation, Google review management, LHDN e-invoicing, and payment processing.
• "Subscription" refers to a paid plan granting access to the Platform's features.

1.2 Interpretation

References to statutory provisions include those provisions as amended or re-enacted. Headings are for convenience only and do not affect interpretation.

2. Description of Service

2.1 Platform Purpose

EzFlow is an all-in-one business operations platform designed for Malaysian SMEs including salons, clinics, F&B businesses, and other service-based industries. The Platform provides:

• Online appointment and booking management
• Staff scheduling and management
• WhatsApp automation for customer communications
• Google review monitoring and management
• LHDN-compliant e-invoicing
• Payment collection and processing
• Analytics and reporting dashboard

2.2 Scope of Service

The Company provides the Platform as a software tool. We do not:

• Guarantee business outcomes, revenue, or customer acquisition
• Act as an agent, representative, or partner of your business
• Provide legal, financial, accounting, or tax advice
• Assume liability for transactions between you and your customers

3. Eligibility and Account Registration

3.1 Eligibility

To use EzFlow, you must:

• Be at least 18 years of age as required by the Age of Majority Act 1971
• Be a legally registered business or sole proprietor operating in Malaysia
• Have legal authority to enter into binding agreements on behalf of your business

3.2 Account Creation

To access the Services, you must register an account by providing:

• Business name and registration details
• Full name of the authorized representative
• Valid email address
• Malaysian mobile phone number
• Secure password

3.3 Account Security

You are responsible for maintaining the confidentiality of your account credentials, all activities conducted under your account, and notifying us immediately of any unauthorized access at hello@ezflow.my.

3.4 Compliance Undertaking

By registering for and using an EzFlow account, you agree to comply with, adhere to, and be bound by these Terms, our EULA, Privacy Policy, and PDPA Compliance Statement, each as updated from time to time. You further undertake to comply with the Personal Data Protection Act 2010 (as amended) and all other applicable Malaysian laws in your use of the Platform, including in your collection, use, and handling of your customers' and staff's personal data. You confirm that you have the authority and all necessary consents to input any personal data you provide to the Platform, and you consent to our processing of personal data as described in our Privacy Policy (including the AI and service-improvement uses set out there).

4. Subscription Plans and Payment Terms

4.1 Available Plans

EzFlow offers multiple subscription tiers. Current plans and pricing are displayed at ezflow.my/pricing. Plans include Starter (monthly or annual for solo operators), Growth (monthly or annual for growing teams), and Business (monthly or annual for teams needing LHDN e-Invoicing, unlimited staff, and compliance reporting).

4.2 Payment Processing

Subscription payments are processed through our authorized payment service provider, Stripe. The Company does not store or process credit or debit card information directly. By making a payment, you agree to Stripe's terms and conditions in addition to these Terms.

4.3 Subscription Billing

• Monthly subscriptions are billed every 30 days from the date of activation
• Annual subscriptions are billed once per year
• Subscriptions auto-renew unless cancelled before the renewal date
• You will receive a renewal reminder at least 7 days before renewal

4.4 Price Changes

The Company reserves the right to modify pricing at any time. Price changes will not affect your current subscription period. You will be notified at least 30 days before any price increase applies to your account.

4.5 Taxes

All prices displayed are exclusive of applicable taxes. You are responsible for any applicable taxes, including SST, based on your business classification.

4.6 Collections and Platform Fee

Separately from your subscription, the Platform allows you to collect payments from your own customers ("Collections") via our collections provider, Billplz, using a split-payment arrangement.

• Collected funds are settled directly to your own nominated bank account. The Company is not a custodian of, does not hold, and does not take title to the funds your customers pay you.
• The Company charges a platform fee per transaction, which is applied (by deduction from the split or by invoice) and disclosed to you at the time of the relevant transaction or in your account. Processing fees charged by Billplz may apply in addition.
• The platform fee is subject to change. We will give you reasonable prior notice of any change to the platform fee, and your continued use of Collections after the change takes effect constitutes acceptance of the revised fee.
• You are solely responsible for your underlying transactions with your customers, including the goods or services supplied, pricing, refunds, chargebacks, disputes, and any tax arising, and for using Collections only for lawful business purposes.
• Your use of Collections is also subject to Billplz's own terms, and you must provide accurate business and bank-account information and comply with any verification requirements.

5. Refund and Cancellation Policy

All subscription fees are strictly non-refundable. To the fullest extent permitted by Malaysian law, the Company does not provide refunds for any subscription, in whole or in part, whether the subscription period is used or unused, and whether billed monthly, annually, or as a one-time payment. The limited provisions below explain cancellation, trials, and discretionary service credits; nothing in them creates a right to a refund except where a refund is required by non-excludable Malaysian law.

5.1 Free Trial

EzFlow offers a 7-day free trial for new Growth plan subscribers. A valid payment method is required at signup. If you do not cancel before the trial ends, your plan will be charged automatically. Starter and Business plans do not include a free trial and are billed from the first payment.

5.2 Monthly Subscriptions

Monthly subscription fees are non-refundable, including for partially used or unused periods. You may cancel at any time; your access continues until the end of the current billing period and no further charges are made after cancellation. No refunds or partial refunds are issued.

5.3 Annual Subscriptions

Annual subscriptions are charged as a single payment for 12 months of access and are non-refundable, in whole or in part. You may cancel at any time to prevent renewal, and your access continues until the end of the paid 12-month term.

5.4 Legacy Lifetime Growth Plan

The Lifetime Growth plan is closed to new purchases. Existing holders retain access to the Growth feature set under the original one-time, non-refundable terms. No refund will be issued under any circumstances.

5.5 Service Credits for Downtime

In the event of platform downtime exceeding 24 consecutive hours due to causes within our control, affected subscribers may be eligible for pro-rated service credits at our discretion. Credits are applied to the next billing cycle and cannot be converted to cash.

5.6 Chargebacks

We encourage you to contact us directly before initiating a chargeback with your bank or card issuer. To raise a payment dispute, email hello@ezflow.my with your registered email, date of transaction, amount charged, and description of the issue. We aim to respond to all payment disputes within 3 business days.

5.7 How to Cancel

To cancel your subscription, go to Settings > Subscription > Cancel Plan in your EzFlow account, or email hello@ezflow.my. Cancellation takes effect at the end of your current billing period.

6. LHDN E-Invoicing and Compliance

6.1 E-Invoicing Features

EzFlow provides LHDN-compliant e-invoicing tools to assist your business in meeting Malaysian tax obligations. These tools are provided as technological aids only.

6.2 User Responsibility

You are solely responsible for ensuring the accuracy of all invoice data, compliance with LHDN regulations and MyInvois requirements, maintaining proper records as required by Malaysian law, and seeking qualified tax or accounting advice for your specific obligations.

6.3 No Tax Advice

Use of EzFlow's e-invoicing features does not constitute tax advice or guarantee regulatory compliance.

6.4 Appointment of EzFlow as Authorised Intermediary (eKYC)

To enable LHDN MyInvois e-invoicing and related features, you expressly appoint and authorise the Company (EZ FLOW LABZ SDN. BHD.) to act as your authorised intermediary and agent in respect of your dealings with the Inland Revenue Board of Malaysia (LHDN) and the MyInvois system. By enabling these features and completing identity/business verification ("eKYC"), you grant the Company full authority, on your behalf, to:

• Connect to and authenticate with the MyInvois system and any related LHDN or government interfaces using credentials, taxpayer identification, or digital certificates you provide or authorise
• Create, generate, validate, submit, transmit, amend, reject, cancel, and delete e-invoices, credit notes, debit notes, and related documents and records
• Retrieve, store, and process the data and status information necessary to perform the above

You represent and warrant that you are duly authorised to appoint the Company as intermediary for your business, that all taxpayer, business, and identity information you provide is true, accurate, and complete, and that you will keep it up to date. You acknowledge that the Company acts on your instructions and configuration and is not responsible for the accuracy, legality, or tax consequences of the underlying documents, for LHDN validations or rejections, or for your compliance obligations, all of which remain solely yours.

For eKYC, you consent to the Company (and its verification providers) collecting and verifying your identity and business-registration information — which may include an identity document, NRIC number, photograph, and SSM registration details — for the purposes of onboarding, verification, intermediary appointment, fraud prevention, and compliance with applicable law (including the Anti-Money Laundering, Anti-Terrorism Financing and Proceeds of Unlawful Activities Act 2001 where applicable). Such information is processed in accordance with our Privacy Policy and, where it constitutes sensitive personal data, on the basis of your explicit consent.

This authorisation remains in effect while the relevant features are enabled and until you revoke it by disabling the features or terminating your account, except to the extent the Company must retain records or complete in-progress submissions as required by law. Revocation does not affect anything lawfully done under the authorisation before it was revoked.

7. User Obligations and Acceptable Use

7.1 General Obligations

All Users must provide truthful and accurate information, comply with all applicable Malaysian laws, and use the Platform only for lawful business purposes.

7.2 Prohibited Conduct

Users must not:

• Use the Platform for any illegal, fraudulent, or unauthorized purpose
• Process payments for prohibited goods or services
• Upload or transmit viruses, malware, or harmful code
• Attempt to gain unauthorized access to the Platform or other accounts
• Use automated scripts, bots, or scrapers to access the Platform
• Circumvent subscription limits or access controls
• Resell access to the Platform without written authorization

8. Data Privacy and Customer Data

8.1 Your Customer Data

When you use EzFlow to manage bookings, invoices, or communications for your customers, you act as a data controller for your customers' personal data. You are responsible for obtaining appropriate consent, complying with the Personal Data Protection Act 2010, and responding to customer data requests.

8.2 Company as Data Processor

With respect to your customer data, the Company acts as a data processor and will process customer data only on your documented instructions, implement appropriate security measures, and not disclose customer data to third parties except as necessary to provide the Services.

8.3 Privacy Policy

Our collection and use of your personal data is governed by our Privacy Policy, which is incorporated into these Terms by reference.

9. Intellectual Property Rights

The Platform, including its design, software, code, text, graphics, logos, and trademarks ("EzFlow" and related marks), are owned by or licensed to the Company and protected by Malaysian and international intellectual property laws.

You retain full ownership of all business data you input into the Platform, including customer records, invoices, schedules, and business information. You may export your data at any time through the Platform's export features.

10. Disclaimers and Limitation of Liability

The Platform is provided on an "as is" and "as available" basis. To the fullest extent permitted by Malaysian law, the Company disclaims all warranties, express or implied, including warranties of merchantability, fitness for a particular purpose, and non-infringement.

To the fullest extent permitted by Malaysian law, the Company shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or for any loss of profits, revenue, data, goodwill, or business opportunities, arising from or in connection with your use of (or inability to use) the Platform, any transaction between you and your customers, any collections settled to your account, any third-party service, or any unauthorised access to your account or data — whether based on contract, tort, negligence, or any other legal theory, and whether or not the Company was advised of the possibility of such damages.

The Company's total aggregate liability to you for all claims arising from or related to these Terms or the Platform shall not exceed the total subscription fees you have paid to the Company in the three (3) months preceding the event giving rise to the claim, or RM100, whichever is greater. These limitations are a fundamental basis of the agreement between you and the Company and apply even if a limited remedy fails of its essential purpose.

Nothing in these Terms excludes or limits any liability that cannot be excluded or limited under Malaysian law (including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation), or any non-excludable statutory rights you may have under the Consumer Protection Act 1999. Nothing in this Section limits any right or remedy a data subject has under the PDPA, or the Company's statutory obligations under the PDPA, which cannot be contracted out of.

11. Account Termination

11.1 Termination by User

You may terminate your account at any time by contacting hello@ezflow.my. Upon termination, your subscription will not be automatically refunded.

11.2 Suspension and Termination by Company

The Company may, at its sole discretion and without liability to you, suspend, restrict, or terminate your account and access to the Platform — in whole or in part, immediately and without prior notice — where we reasonably consider it appropriate, including if you breach these Terms, the EULA, or any applicable law; engage in fraudulent, abusive, unlawful, or harmful conduct; fail to pay fees due; create risk or legal exposure for the Company; or where we are required to do so by law or by a regulator or payment/integration partner.

We may also suspend or discontinue the Platform (or any feature) and terminate accounts for operational, security, or business reasons on reasonable notice where practicable. During any suspension we may disable access, submissions, integrations, and collections.

You acknowledge that, within the bounds of applicable law, the Company retains full operational control over the Platform and the technical means by which your account operates, and may take any action reasonably necessary to protect the Platform, its users, and third parties. Any fees already paid are non-refundable on termination except where a refund is required by non-excludable Malaysian law.

11.3 Data Portability Upon Termination

Upon termination, you have 30 days to export your business data. After this period, we may permanently delete your data in accordance with our Privacy Policy.

12. Governing Law and Dispute Resolution

These Terms, and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with them or their subject matter, shall be governed by and construed in accordance with the laws of Malaysia, including without limitation the Contracts Act 1950, the Consumer Protection Act 1999, the Personal Data Protection Act 2010 (as amended by the Personal Data Protection (Amendment) Act 2024), the Electronic Commerce Act 2006, the Digital Signature Act 1997, the Communications and Multimedia Act 1998, the Income Tax Act 1967 and the LHDN e-Invoice requirements, the Sales Tax Act 2018 and Service Tax Act 2018, and the Anti-Money Laundering, Anti-Terrorism Financing and Proceeds of Unlawful Activities Act 2001.

You irrevocably submit to the exclusive jurisdiction of the courts of Malaysia for the resolution of any dispute arising from or relating to these Terms.

You agree that acceptance of these Terms (and of our EULA, Privacy Policy, and PDPA Compliance Statement) by electronic means — including by ticking a checkbox, clicking "I agree", or creating or using an account — constitutes a valid, binding, and enforceable agreement under the Electronic Commerce Act 2006 and the Contracts Act 1950, and you waive any objection to enforceability based solely on electronic form.

Before initiating formal proceedings, you agree to notify the Company at hello@ezflow.my and allow 30 days for amicable resolution.

13. Changes to Terms

The Company reserves the right to modify these Terms at any time. Material changes will be communicated via email at least 14 days before taking effect. Continued use of the Platform constitutes acceptance of revised Terms.

14. Contact Information

By creating an account and using EzFlow, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service.