Terms of Service
Last updated 23 August 2026
1. Agreement to these terms
These Terms of Service ("Terms") govern your access to and use of Cozee, an AI receptionist that answers customer messages and takes booking requests over WhatsApp on behalf of your business ("Service"). 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.
2. What Cozee does
Cozee is a software tool that helps your business communicate with customers and manage booking requests over WhatsApp using AI. It answers questions and handles booking requests based on the knowledge base, instructions, services, pricing, policies, and hours 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.
3. AI-generated responses
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.
4. Booking requests
Where a service is set up to book against specific availability (for example, a room, table, or staff member), Cozee may automatically confirm a booking once it finds a matching open slot; other booking requests are 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.
5. Your account
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.
6. Customer data
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.
7. Content you provide
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.
8. Acceptable use
You agree not to use Cozee to send unsolicited messages, harass or deceive customers, or violate WhatsApp's own Business Policy and Terms of Service. 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 WhatsApp Business API access, our infrastructure, other customers, or their customers' data.
9. Third-party dependencies and availability
Cozee relies on external providers to operate, including WhatsApp and our messaging provider Twilio, 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.
10. Plans and billing
Cozee is billed monthly in advance at the rate shown for your plan at signup (Starter is $29/month), and subscriptions renew automatically each billing period unless cancelled before the next billing date. Cancelling from Settings takes effect immediately — your plan reverts to Starter and billing for the higher tier stops right away; we don't provide prorated refunds for the unused portion of your billing period, and fees already paid are otherwise non-refundable except where required by law. Depending on your location and payment method, taxes, currency conversion fees, or payment-provider fees may also apply.
11. Price changes
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.
12. Termination
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 WhatsApp or other 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.
13. Data after termination
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 may need to be kept for legal, accounting, or security reasons. If you'd like a copy of your data or want to request deletion, contact us at hey.cozee.online@gmail.com and we'll assist, subject to those same retention obligations.
14. No guarantee of business results
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.
15. Disclaimer and limitation of liability
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 fees you paid us in the 12 months before the claim arose.
16. Intellectual property
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.
17. Confidentiality
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.
18. Governing law and dispute resolution
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.
19. Changes to these terms
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.
20. Contact
Questions about these Terms? Reach us at hey.cozee.online@gmail.com.