Terms of Service

Last updated: 15 November 2026

1. About these terms

These Terms of Service ("Terms") apply to ChatReply and related services provided by Creative Distributions Sdn. Bhd., Registration No. 201801014951 (1276967-X), of Lot 23, 1st Floor, Block D, Damai Plaza 3, Lorong Pokok Kayu Manis, 88300 Kota Kinabalu, Sabah, Malaysia ("CDSB", "we" or "us"), and to the use of this website.

"You" means the business or organisation that uses our services. By using our services you agree to these Terms. If you and CDSB have signed a quotation, order form or service agreement, that document applies together with these Terms and takes priority if there is a conflict.

LearnUp, BizMate, Gogo Mobile and Macintosh Sdn. Bhd. have their own terms on their own websites. These Terms do not cover them.

2. Our services

ChatReply is customer messaging software for businesses. Depending on what we agree with you, our services may include:

• A shared inbox that lets several staff members handle conversations on WhatsApp, Facebook Messenger and Instagram.
• An AI assistant that answers questions from a knowledge base you provide and hands conversations to your staff.
• Broadcast tools for sending approved message templates to contacts who have opted in.
• Delivery of one-time passwords and verification codes over WhatsApp.
• Setup, configuration and support.

If you sign up online, the plan, add-ons and prices shown on chatreply.my when you subscribe apply to you. If you and CDSB sign a quotation or agreement instead, the services, service period and any service commitments are those set out in it. Features may be added or changed over time.

3. Your Meta accounts and platform rules

To use ChatReply you must:

• For WhatsApp, have your own Meta Business account and WhatsApp Business account, and connect your WhatsApp business number to ChatReply through your own Meta Business account.
• For Facebook Messenger and Instagram, connect your own Facebook Page or Instagram professional account to ChatReply.
• Keep those accounts in good standing and keep the connection in place for as long as you use the services.
• Comply with the WhatsApp Business Messaging Policy, the WhatsApp Business terms, Meta's platform terms and any other Meta terms and policies that apply to you.
• Provide accurate information about your business, including for any verification that Meta requires.

Your WhatsApp business number, your Facebook Page, your Instagram account and your Meta Business account belong to you. Meta decides whether to approve accounts, display names and message templates, and may limit or suspend accounts under its own policies. We do not control those decisions.

4. Acceptable use

You are responsible for the messages sent from your account. You agree that you will:

• Send broadcast and marketing messages only to people who have given you their opt-in consent to receive them, and keep a record of that consent.
• Honour requests to stop receiving messages promptly.
• Use message templates only for the purpose for which they were approved.

You agree that you will not use the services to:

• Send spam or unsolicited bulk messages.
• Send messages to purchased, rented, scraped or otherwise third-party contact lists.
• Send content that is unlawful, fraudulent, deceptive, harassing or threatening, or that promotes goods or services prohibited by Meta or by Malaysian law.
• Request identity card (MyKad) or passport numbers, bank account or payment card details, passwords, health information or other sensitive information from your customers through chat.
• Impersonate another person or business.
• Interfere with or attempt to gain unauthorised access to our systems, or to another customer's data.

If we reasonably believe you have breached this section, we may suspend broadcasts or the whole service immediately, with or without notice, and may terminate the service under section 11.

5. Fees and payment

• Meta messaging fees. Fees for WhatsApp messages are set by Meta and are charged by Meta directly to you, through the payment method on your own Meta Business account. CDSB does not collect these fees, set them or add a margin to them.
• CDSB fees. We charge separate fees for ChatReply and our services. If you sign up online, the prices shown on chatreply.my when you subscribe apply, and your subscription renews automatically each month or year until you cancel. Payments are processed by Billplz. If you pay by card, each renewal and any automatic top-up is charged to your card automatically; if you pay by FPX, we send you a payment link each time a payment is due. If you sign a quotation or agreement with us, the amounts, billing period and payment terms in it apply. We may change our prices for future billing periods by giving you reasonable notice.
• Free trial. New business customers can try ChatReply free for 7 days or 100 AI replies, whichever comes first. No payment card is needed to start the trial. If you do not choose a paid plan by the end of the trial, the service stops and you are not charged. We keep your trial data for 30 days in case you decide to continue, and then delete it.
• AI top-ups. AI reply top-ups are sold in blocks and do not expire. Automatic top-up is switched on by default when you choose a paid plan (not during the free trial); you can switch it off or set a monthly limit in your settings at any time. Top-ups are not refundable.
• Annual billing. If you pay annually, you pay for 10 months of your plan and add-ons for a 12-month period. AI top-ups are charged separately when bought.
• Taxes. Our fees are exclusive of any applicable taxes unless we state otherwise.
• Late payment. If an invoice remains unpaid after its due date, we may suspend the services after giving you notice.

6. Your content and personal data

You keep ownership of your content, including your knowledge base, message templates, contact lists and conversation data. You give us permission to host and process that content only as needed to provide the services to you.

For the personal data of your customers and contacts, you are the data controller and CDSB is your data processor. You are responsible for having a lawful basis, and the necessary notices and consents under the Personal Data Protection Act 2010, for the personal data you process through the services. We process that personal data on your instructions and as described in our Privacy Policy.

You are responsible for keeping your staff logins secure and for the actions of anyone using your account.

7. Third-party platforms

The services depend on platforms and infrastructure operated by third parties, including the WhatsApp Business Platform, the Messenger Platform and Instagram messaging operated by Meta, and our hosting and AI service providers. We do not control these platforms.

We are not responsible for interruptions, delays, message delivery failures, changes to features or pricing, account restrictions or other consequences caused by a third-party platform, or by its decisions about your account. If a third-party platform changes in a way that affects the services, we may need to change or withdraw the affected feature.

Nothing in these Terms or on this website means that our services are endorsed or certified by Meta or any other platform.

8. Automated replies

Where you turn it on, the AI assistant generates replies automatically from the knowledge base you provide. Automated replies can sometimes be incomplete or incorrect. You are responsible for the accuracy of your knowledge base, for reviewing how the assistant is configured, and for making sure a member of your staff is available to handle conversations that are handed over.

The AI assistant should not be relied on to give legal, medical, financial or other professional advice.

9. Intellectual property

CDSB and its licensors own all rights in this website and in ChatReply, including any dashboard and documentation we provide with it. We give you a non-exclusive, non-transferable right to use ChatReply for your own business during the service period. You may not copy, resell, sublicense or reverse engineer it.

Names and trademarks of third parties mentioned on this website belong to their respective owners.

10. Warranties and limitation of liability

We provide the services with reasonable care and skill. Other than that, and to the extent the law allows, the services are provided "as is" and we do not promise that they will be uninterrupted or error-free, or that they will achieve any particular business result.

To the extent the law allows:

• We are not liable for indirect or consequential loss, or for loss of profit, revenue, business, goodwill or data.
• Our total liability to you in connection with the services, in any twelve-month period, is limited to the fees you paid to CDSB for the services in that period.
• Nothing in these Terms excludes or limits liability that cannot be excluded or limited under Malaysian law.

You agree to compensate us for losses and costs we incur as a result of claims by third parties arising from messages you send or content you provide in breach of these Terms.

11. Suspension and termination

• You may cancel at any time from your account or by giving us written notice. On a monthly plan, the service continues until the end of the month you have paid for, and fees already paid are not refunded. On an annual plan, the service continues until the end of the paid year; if you cancel within 14 days of your first annual payment we will refund that payment in full, and after that annual fees are not refunded.
• We may suspend or terminate the services if you breach these Terms, if fees remain unpaid, if your Meta, WhatsApp, Facebook or Instagram account is restricted or disabled, or if we are required to do so by law or by a third-party platform.
• We may end the services for any other reason by giving you reasonable written notice.

When the services end, your access to the dashboard stops and you may disconnect ChatReply from your accounts. Your WhatsApp number, Facebook Page, Instagram account and Meta Business account stay with you. We keep your data for 30 days after the service ends so you can export it or reactivate your account, and then delete or anonymise it as described in our Privacy Policy. Fees due up to the end date remain payable. Meta message fees are paid by you directly to Meta and are not handled or refunded by CDSB.

12. Changes to these terms

We may update these Terms from time to time. We will publish the new version on this page and change the "Last updated" date. If a change is significant, we will give you reasonable notice. Continuing to use the services after the change takes effect means you accept the updated Terms.

13. Governing law

These Terms are governed by the laws of Malaysia. The courts of Sabah, Malaysia have exclusive jurisdiction over any dispute arising from these Terms or the services.

14. Contact us

For questions about these Terms, contact:

Creative Distributions Sdn. Bhd.
Lot 23, 1st Floor, Block D, Damai Plaza 3,
Lorong Pokok Kayu Manis,
88300 Kota Kinabalu, Sabah, Malaysia
Email: hello@cdsb.asia