Terms of Service

1. About these terms

These Terms of Service ("Terms") are an agreement between Webbalances Solution (003096168-D), a business registered in Malaysia with its address at Unit 6, Level 4, Setiawalk Mall (Block K), Persiaran Wawasan, Pusat Bandar Puchong, 47160 Puchong, Selangor ("we", "us"), and the organisation that creates or uses a MetriCRM workspace ("Customer", "you"). The person who accepts these Terms confirms that they have authority to bind the Customer. MetriCRM is provided for business use only; it is not offered to consumers, and the Consumer Protection Act 1999 does not apply to the extent permitted by law.

2. Documents that form the agreement

The agreement consists of these Terms, the Data Processing Agreement, the Privacy Notice, the PDPA Notice, the Cookie Policy, the pricing shown at sign-up or in an order form, and any written order form signed by both parties. If they conflict, a signed order form prevails, then the Data Processing Agreement (for personal data), then these Terms.

3. Your workspace and users

You are responsible for everyone you invite to your workspace and for their compliance with these Terms.

• Keep credentials confidential and require two-factor authentication for privileged roles (the default security policy does this).
• Tell us promptly at support@webbalances.com if you suspect unauthorised access.
• Users must be at least 18 years old and acting for your organisation.

4. Free trial

New workspaces receive a 14-day free trial. If you add a payment method, the subscription starts automatically when the trial ends unless you cancel before then. If you do not, the workspace becomes read-only at the end of the trial.

5. Subscriptions, fees and taxes

Fees are charged in Malaysian ringgit (MYR) per seat and per module, monthly in advance, through our payment processor Stripe. Usage-based items such as AI credits beyond your plan allowance are billed in arrears. Fees exclude taxes; Sales and Service Tax (SST) and other applicable taxes are added where required. Seat additions are charged pro rata; seat reductions take effect at the next billing period.

6. Price changes

We will give you at least 30 days' notice by email before a price increase takes effect. The new price applies from your next billing period after the notice period. If you do not agree, you may cancel before it applies.

7. Late payment

If a payment fails we notify the workspace administrators and retry. If payment is still outstanding 7 days after the due date the workspace becomes read-only, and after 14 days it is suspended until payment is made. Your data is not deleted because of suspension during the retention periods in section 18.

8. Refunds

Fees are non-refundable except where these Terms say otherwise or the law requires. If we terminate the agreement for convenience, or because of a material breach by us, we refund any prepaid fees for the unused period.

9. Your data

You keep all rights in the data you and your users put into MetriCRM ("Customer Data"). You give us the limited right to host, process, transmit and display Customer Data only as needed to provide, secure and support the service and as described in the Data Processing Agreement. We may use aggregated, de-identified usage statistics that do not identify you or any individual to operate and improve the service.

10. AI features

AI features are optional and controlled by your administrators. Their output can be inaccurate or incomplete, so you are responsible for reviewing it before relying on it or sending it to anyone. Actions with financial, legal or security impact always require a person's approval. We do not use Customer Data to train AI models, and we use AI providers whose API terms prohibit them from doing so. If you connect your own AI provider key, that provider's terms also apply to your use.

11. Acceptable use

You must not use, or allow anyone to use, MetriCRM to:

• send unsolicited or unlawful marketing, or send broadcasts to people who have not given any required consent or who have unsubscribed;
• break any law, including the Personal Data Protection Act 2010 and the Communications and Multimedia Act 1998, or infringe anyone's rights;
• store or send malware, or content that is unlawful, defamatory or harassing;
• try to access another customer's data, probe or bypass security controls, or run load or penetration tests without our written permission;
• copy, resell or reverse engineer the service, or use it to build a competing product.

12. Suspension

We may suspend affected users or features immediately if needed to stop a security threat, a serious breach of section 11, or a legal violation. We will tell you why, keep the suspension as narrow and short as possible, and restore access once the issue is resolved.

13. Third-party services

Integrations you enable (for example your mailbox provider, payment gateways or messaging channels) are provided by third parties under their own terms. We are not responsible for their availability or for how they handle data you send them.

14. Service level and support

We commit to making MetriCRM available at least 99% of the time in each calendar month. Support is available by email at support@webbalances.com.

• Availability is measured on the production service and excludes planned maintenance announced at least 48 hours in advance, urgent security maintenance, and outages caused by events beyond our reasonable control, by you, or by third-party services you connect.
• If we miss the 99% commitment in a month, you may request a service credit within 30 days: 5% of that month's subscription fees below 99%, 10% below 98%, and 25% below 95%.
• Service credits are applied to your next invoice and are your sole remedy for unavailability.

15. Intellectual property

We own MetriCRM, including its software, design and documentation. Subject to these Terms, we give you a non-exclusive, non-transferable right to use it during your subscription. If you send us feedback, we may use it without obligation to you.

16. Confidentiality

Each party will protect the other's confidential information with at least reasonable care, use it only for this agreement, and disclose it only to people who need to know it and are bound by similar duties, or where the law requires.

17. Warranties and disclaimers

We will provide the service with reasonable skill and care and in line with the documentation. Apart from that, and to the extent permitted by law, the service is provided "as is" and we disclaim all other warranties, including fitness for a particular purpose.

18. Term, cancellation and your data

The agreement continues until cancelled. You may cancel at any time in Settings → Billing; cancellation takes effect at the end of the current billing period. Either party may terminate on written notice if the other materially breaches this agreement and does not fix the breach within 30 days. After the agreement ends you can export your data for 30 days; we then delete the workspace database and files, and backups expire in the normal backup cycle.

19. Limitation of liability

To the extent permitted by law, neither party is liable for indirect or consequential loss, or for loss of profit, revenue or goodwill. Each party's total liability under this agreement is limited to the fees paid or payable by you in the 12 months before the event giving rise to the claim. These limits do not apply to your obligation to pay fees, to a party's fraud, wilful misconduct or breach of confidentiality, or to liability that cannot be limited by law.

20. Indemnities

You will defend us against third-party claims arising from Customer Data or from use of the service in breach of section 11. We will defend you against third-party claims that the service infringes their intellectual property rights in Malaysia, and may modify the service, obtain a licence or end the affected subscription with a pro-rata refund.

21. Changes to these terms

We may update these Terms. We will give at least 30 days' notice of material changes by email or in the app. Changes required by law or for security may apply sooner. Continuing to use the service after the effective date means you accept the change; if you do not, you may cancel before it applies.

22. General

Neither party is liable for delay caused by events beyond its reasonable control. You may not assign the agreement without our consent, except to a successor of your business. Notices to you are sent to your workspace administrators' email; notices to us go to support@webbalances.com. If any term is unenforceable, the rest remains in force. This agreement is the entire agreement on its subject. These Terms are published in English, Bahasa Melayu and Chinese. The English version is the most accurate version and prevails if there is any inconsistency.

23. Governing law and disputes

These Terms are governed by the laws of Malaysia. The parties will first try to resolve any dispute in good faith through senior representatives within 30 days. If they cannot, the courts of Malaysia have exclusive jurisdiction.