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 [email protected].

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

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.

5. Refund and Cancellation Policy

5.1 Free Trial

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

5.2 Monthly Subscriptions

Monthly subscriptions are non-refundable once the billing period has commenced. You may cancel at any time and your access will continue until the end of the current billing period. No partial refunds are issued for unused days.

5.3 Annual Subscriptions

Annual subscriptions are charged as a single payment for 12 months of access.

• Within the first 14 days of purchase: Full refund may be requested, provided you have not exceeded 100 platform transactions.
• After 14 days: Annual subscriptions are non-refundable.

To request a refund within the eligible window, email [email protected] with your account details. Approved refunds are processed within 7–14 business days to your original payment method.

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 [email protected] 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 [email protected]. 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.

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, including loss of profits, revenue, data, or business opportunities.

The Company's total aggregate liability to you shall not exceed the total subscription fees you have paid in the three (3) months preceding the claim, or RM100, whichever is greater.

11. Account Termination

11.1 Termination by User

You may terminate your account at any time by contacting [email protected]. Upon termination, your subscription will not be automatically refunded.

11.2 Termination by Company

The Company may suspend or terminate your account without prior notice if you breach these Terms, engage in fraudulent conduct, or if we are required to do so by 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 shall be governed by the laws of Malaysia, including the Contracts Act 1950, Consumer Protection Act 1999, and Personal Data Protection Act 2010.

You submit to the exclusive jurisdiction of the courts of Malaysia for resolution of any disputes arising from these Terms.

Before initiating formal proceedings, you agree to notify the Company at [email protected] 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.