Terms of Service

These Terms of Service ("Terms") govern your access to and use of Cozee, an AI receptionist and booking-calendar service that handles customer conversations and bookings on behalf of your business ("Service"), operated by Choozi Tech, a sole proprietorship registered with Suruhanjaya Syarikat Malaysia (SSM). Cozee is intended for business use, not individual consumers. By creating an account, you agree to these Terms, and if you're accepting on behalf of a business, you confirm you have the authority to bind that business. Nothing in these Terms limits any statutory rights your business may have under applicable law.

Cozee is a software tool that helps your business communicate with customers, check availability, and manage bookings using AI and a built-in calendar. It answers questions and handles booking requests based on the knowledge base, instructions, services, pricing, policies, hours, resources, and availability you provide — Cozee doesn't independently verify this information, and you're responsible for keeping it accurate and up to date. Cozee doesn't guarantee that its AI-generated information or responses will always be accurate, complete, or appropriate.

Cozee uses AI to generate responses, and these responses may occasionally contain errors, omissions, or misunderstandings. Cozee isn't a substitute for professional, legal, financial, medical, or other regulated advice, and shouldn't be relied on in emergencies. If your business operates in a regulated field such as healthcare, Cozee is not a medical professional and must not be relied upon for diagnosis, treatment, or emergency decisions — you remain responsible for directing customers to appropriate professional care where needed.

How bookings are confirmed is a setting you control. Where a service is set up to book against specific availability (a room, table, or staff member), Cozee can either confirm a matching open slot automatically or record the request for you to approve first — you choose which, and automatic confirmation is the default until you change it. Requests for services without specific availability are always collected in your dashboard for you to review and confirm or decline. Either way, you're responsible for keeping your availability, pricing, cancellation policies, and other booking information accurate — to the extent permitted by applicable law, Cozee isn't responsible for losses arising from missed, duplicated, incorrect, delayed, or misunderstood booking requests.

You're responsible for the accuracy of the information in your knowledge base and for keeping your login credentials secure. You must be at least 18 years old and able to enter a binding contract to use Cozee. Notify us promptly if you suspect unauthorized access to your account.

Where you use Cozee to communicate with your own customers, you're responsible for ensuring you have the appropriate legal basis, notices, permissions, and authorisations required to process their personal data under applicable data protection and privacy laws. Cozee processes this data on your behalf, as your service provider, to operate the Service — see our Privacy Policy for how customer data is handled.

You must tell your customers, before they use your Cozee chat, that their messages are handled by an automated AI service and are processed outside Malaysia, including in China. Cozee is not intended for collecting sensitive personal data such as health information; if customers in your line of business may volunteer it anyway, obtaining the explicit consent the law requires is your responsibility, and you should keep clinical or otherwise sensitive discussion off the Service.

You're responsible for the accuracy and legality of your knowledge base and any other content or instructions you provide to Cozee. Cozee isn't responsible for incorrect or misleading information a customer receives because of content you supplied, and you must not configure Cozee to provide unlawful, deceptive, unsafe, or misleading information.

You agree not to use Cozee to send unsolicited messages, harass or deceive customers, or violate the policies and terms of any connected messaging or calendar provider. You also agree not to use Cozee for unlawful activity, fraud, impersonation, or other malicious purposes, or to send content that violates applicable law. We may suspend or terminate accounts where necessary to protect Cozee, our access to third-party platforms, our infrastructure, other customers, or their customers' data.

Cozee relies on external providers to operate, including Meta's WhatsApp Business Platform, calendar providers, AI providers, hosting and database providers, authentication providers, and payment providers. We aim for Cozee to be available around the clock, but to the extent permitted by applicable law, we aren't responsible for failures, policy changes, suspensions, outages, or other limitations imposed by these third parties.

Cozee is billed monthly in advance at the rate shown for your plan when you subscribe, and subscriptions renew automatically each billing period unless cancelled before the next billing date. Current prices are shown on our pricing page. Depending on your location and payment method, taxes, currency conversion fees, or payment-provider fees may also apply.

Free trial. New accounts get a free trial of 30 days or 100 customer messages, whichever comes first, with no card required. When the trial ends, Cozee stops replying to customers until you subscribe.

Monthly message allowance. Each paid plan includes a set number of customer messages per billing period — 500 on Starter, 2,500 on Growth and 8,000 on Pro, counted across your whole account. Only messages from customers count towards the allowance; Cozee's own replies don't. If you reach your allowance, Cozee stops replying to new customer messages for the remainder of that billing period, and your allowance resets at the start of the next one. You can see your usage in your dashboard, and you can change plan at any time. Cozee also applies automated anti-spam and rate limits to protect the Service, which may pause replies in an individual conversation.

Changing plan. You can move up or down between plans at any time from Settings. Stripe adjusts the cost automatically, crediting the unused part of your current period against the new price. Moving to a lower plan reduces your allowance and features from that point — dropping from Pro also ends multi-location support, so only your oldest location stays active and any others are paused until you upgrade again. Nothing is deleted.

Cancelling. You can cancel at any time from Settings. Cancellation takes effect at the end of the billing period you have already paid for, not immediately: Cozee keeps answering your customers until that date, your allowance and features are unchanged until then, and you will not be billed again. You can reverse a scheduled cancellation from Settings at any point before it takes effect. When it does take effect, Cozee stops replying to your customers — cancelling is not a downgrade to a cheaper working plan, so if you want to keep a smaller service, move to a lower plan instead. Your account data and booking history are retained so you can resubscribe and pick up where you left off. Because you keep the period you paid for, we don't provide prorated refunds, and fees already paid are otherwise non-refundable except where required by law.

We may change subscription prices from time to time. If we do, we'll give reasonable advance notice before the new price takes effect, and you may cancel your subscription before then if you don't want to continue at the new price.

You can cancel your subscription at any time from Settings (see "Plans and billing" above); to close your account entirely, contact us at hey.cozee.online@gmail.com. We may suspend or terminate accounts for material breach of these Terms, unlawful use, non-payment, abuse, security risks, or risks to our access to third-party platforms, and where practical we'll give notice and a chance to fix the issue first. Termination doesn't remove obligations that should reasonably survive it, including payment obligations, confidentiality, and the disclaimers and limitation of liability in these Terms.

After your account is closed, we retain and delete data as described in our Privacy Policy — we don't promise immediate deletion of everything, since some information must be kept for legal, accounting, or security reasons, such as billing records required under Malaysian law. Note that cancelling a subscription is not the same as closing your account: cancelling stops billing and stops Cozee replying, but your data is kept so you can resubscribe. If you want a copy of your data, or want your account and data deleted, contact us at hey.cozee.online@gmail.com and we'll assist, subject to those same retention obligations.

Cozee is a tool to help you communicate with customers and manage bookings — we don't guarantee any particular business outcome, including increased bookings, revenue, customer satisfaction, response rates, or conversion rates.

Cozee is provided "as is." To the fullest extent permitted by applicable law, we disclaim warranties of any kind and aren't liable for indirect, incidental, or consequential damages arising from your use of the Service. Where liability can't be excluded by law, it's limited instead: to the fullest extent permitted, our total liability to you for any claim arising from these Terms or the Service is capped at the greater of the fees you paid us in the 12 months before the claim arose, or one hundred United States dollars. Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited, including liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or under Malaysia's data protection law.

Cozee retains ownership of the Cozee software, platform, branding, and underlying technology. You retain ownership of the content you provide, including your knowledge base and business information, and you grant us only the limited rights needed to host, process, transmit, and display that content to provide the Service.

Each party agrees to use reasonable care to protect confidential information it receives from the other, and not to use or disclose it except as needed to provide or receive the Service. This doesn't apply to information that's public, independently developed, already known without an obligation of confidence, or required to be disclosed by law.

These Terms are governed by the laws of Malaysia, without regard to conflict-of-law principles. Any dispute arising from these Terms or your use of Cozee will be subject to the exclusive jurisdiction of the courts of Malaysia. Nothing in this section limits any statutory rights your business may have under the law of the country where it's based.

We may update these Terms from time to time. If we make material changes, we'll notify account owners by email or in the dashboard before they take effect — except where an urgent change is needed for security, legal compliance, abuse prevention, or to meet a third-party platform's requirements, in which case we may act immediately and notify you as soon as practical. Continued use of Cozee after changes take effect means you accept the updated Terms.

Questions about these Terms? Reach us at hey.cozee.online@gmail.com.