Terms and conditions

Last modified: September 30, 2025

  • Our services
  • Property rights
  • Prohibited activities
  • Services management
  • Contact information

Our services

Overview and acceptance of terms: These Terms and Conditions (the “Terms”) govern access to and use of the miu.ai websites, applications, widgets, APIs, SDKs, plugins, documentation, and related services (collectively, the “Services”) provided by MIU AI SDN. BHD. (“miu.ai,” “we,” “us,” or “our”). By creating an account, initiating a free trial, integrating our scripts, or using any part of the Services, you agree to be bound by these Terms and all policies referenced herein (including the Privacy Policy and, where applicable, the Data Processing Addendum (“DPA”)). If you accept these Terms on behalf of an organization, you represent that you have authority to bind that organization; in such case, “Customer,” “you,” and “your” refer to that organization.

1) Eligibility and account registration: You must be at least the age of majority in your jurisdiction (and in any event 18 years old) to register for and use the Services. You agree to provide accurate, current, and complete information during registration and to keep such information up to date. You are responsible for all activities under your account and for safeguarding your credentials. If you are an administrator, you are responsible for managing Authorized Users, permissions, security settings, and retention configurations for your organization. 2) Trials and evaluation access: We may provide free trials (e.g., 7 days) or evaluation access. Trials are for evaluation only, may be limited in features or usage, and may be modified or terminated at any time. At trial end, access may be disabled unless you convert to a paid plan. Where feasible, you can export permitted Customer Data prior to trial expiry. We may retain or delete trial data in accordance with these Terms and our Privacy Policy. 3) Subscription plans, fees, and renewals: Paid Services are offered via subscription plans (“Plans”). Fees, included features, usage quotas (e.g., message volume, seats, API calls), and billing periods are disclosed at purchase. Unless otherwise stated, fees are billed in advance and are non-refundable except as required by law or expressly provided herein. Plans renew automatically for successive terms at the then-current price unless canceled before the current term ends. You authorize miu.ai and its payment processors to charge the provided payment method for all fees, taxes, and charges due. 4) Taxes and invoices: Fees are exclusive of taxes (e.g., VAT, GST, sales tax). You are responsible for applicable taxes other than miu.ai’s income taxes. If your purchase requires a tax exemption, you must provide valid documentation prior to purchase. Disputed amounts must be raised in good faith within 15 days of invoice; undisputed amounts remain payable when due. 5) Late payments and suspension: Overdue amounts may accrue interest at the lesser of 1.5% per month or the maximum permitted by law, plus reasonable collection costs. We may suspend or limit the Services for non-payment upon notice; continued non-payment may lead to termination. 6) Grant of access and license: Subject to your timely payment and compliance with these Terms, miu.ai grants you a limited, non-exclusive, non-transferable, non-sublicensable, revocable right to access and use the Services during your subscription for your internal business purposes. No ownership in the Services is transferred to you. 7) Customer Data, Output, and responsibilities: As between the parties, you retain ownership of Customer Data. You grant miu.ai a worldwide, non-exclusive, royalty-free license to host, store, process, transmit, display, and otherwise use Customer Data and Output solely to provide, maintain, secure, support, troubleshoot, and improve the Services and your configured chatbots, including analytics, quality assurance, and service optimization. Subject to third-party rights and applicable law, you own your Output as between you and miu.ai. Outputs may be probabilistic and can contain errors; you are solely responsible for reviewing and validating Outputs for accuracy, legality, and suitability prior to relying on or publishing them. 8) Data protection, privacy, and consent: We process personal data only as necessary to deliver and improve the Services, ensure security and integrity, comply with law, and act on your documented instructions. Where required by law, you must obtain end-user consents and provide legally sufficient notices when deploying our scripts, widgets, or integrations on your properties. Our DPA (including Standard Contractual Clauses where applicable) is available upon request and is incorporated by reference when personal data subject to applicable data protection laws (e.g., GDPR, UK GDPR, CCPA/CPRA) is processed. 9) Security measures: We implement appropriate technical and organizational measures designed to protect Customer Data, including HTTPS/TLS in transit, encryption at rest for supported stores, Bearer Authentication for APIs, role-based access controls, logging, and vulnerability management. While we strive to protect your data, no system is completely secure; you acknowledge the risks inherent in online services and agree to implement reasonable security hygiene on your systems (e.g., user access controls, MFA where available, device security). 10) Incident response: Upon becoming aware of a confirmed security incident that materially affects the confidentiality, integrity, or availability of Customer Data, we will notify you without undue delay and share information reasonably available to assist you in meeting any legal obligations, subject to law enforcement and confidentiality constraints. 11) Subprocessors and third parties: We may engage vetted Subprocessors (e.g., cloud hosting, analytics, email delivery, customer support). We remain responsible for their performance. We use Google Analytics for usage analytics, subject to Google’s privacy terms. A current list of material Subprocessors is available upon request and may be updated periodically; we will provide notice of material changes as required by law or contract. 12) International transfers and data residency: We and our Subprocessors may process Customer Data in any country where we operate. Where required, we implement appropriate transfer mechanisms (e.g., Standard Contractual Clauses). If you require specific data residency, contact us to discuss available options and any additional fees. 13) Retention and deletion: By default, we retain Customer Data for as long as your account is active and as necessary to provide the Services, maintain conversation continuity, and comply with legal obligations. Administrators may configure retention settings where available. Upon your verified request or within a commercially reasonable period after account termination, we will delete or return Customer Data, except to the extent retention is required by law, necessary to prevent fraud or abuse, or stored in backups retained for a limited time. De-identified or aggregated data may be retained indefinitely. 14) Cookies and tracking: We use cookies and similar technologies for authentication, session management, conversation continuity, personalization, analytics (including Google Analytics), and to maintain agent/admin sessions. Where required, you must implement consent mechanisms for your end users when using our widgets or scripts. 15) Data subject rights and requests: To the extent required by law, individuals may have rights to access, correct, delete, restrict, object to, or port personal data. Where we act as your processor, we will assist you in responding to verified requests. You are responsible for authenticating requestors and for providing any required notices to end users. 16) Sensitive and regulated data: Do not submit or process Protected Health Information (PHI), payment card data (PCI), government IDs, or any sensitive personal data requiring heightened safeguards unless we have agreed in writing and appropriate safeguards are in place (e.g., a Business Associate Agreement for HIPAA). You remain solely responsible for sector-specific compliance (e.g., HIPAA, PCI DSS, FINRA). 17) Integrations, channels, and APIs: The Services may integrate with third-party platforms (e.g., WhatsApp, Facebook, Instagram, X/Twitter, email providers, CRMs, help desks, e-commerce). Your use of such platforms is subject to their terms and policies. You are responsible for securing third-party API keys/tokens and complying with messaging rules (e.g., opt-in, opt-out, templates, rate limits). Our APIs/SDKs/webhooks may be subject to quotas, rate limits, acceptable use policies, and version deprecations; we may monitor usage to ensure stability and security. 18) Professional services: If we provide implementation, training, or consulting (“Professional Services”), the scope will be defined in an order or statement of work. Professional Services are provided on a time-and-materials basis unless otherwise stated and are subject to these Terms. Deliverables do not include transfer of any intellectual property other than a limited use right necessary to utilize the deliverables within the Services. 19) Communications and notices: We may send you service-related announcements, administrative messages, and updates (e.g., Terms changes, feature deprecations) via email or in-product notifications. You may manage marketing preferences as permitted by law. Service-critical messages are not considered marketing and cannot be fully opted out while you maintain an active account.

Property rights

1) Ownership of the Services: miu.ai and its licensors own all rights, title, and interest in and to the Services, including software, models, algorithms, UI/UX, designs, templates, documentation, know-how, and all related intellectual property. Except as expressly granted, no rights are conferred to you by implication or otherwise.

2) License restrictions: You shall not, and shall not permit others to: (a) copy, modify, translate, or create derivative works of the Services; (b) reverse engineer, decompile, or otherwise attempt to derive source code, models, or underlying ideas (except to the extent such restriction is prohibited by law); (c) remove, obscure, or alter proprietary notices; (d) circumvent or disable security, usage caps, or rate limits; (e) access the Services to build a competitive product or perform public benchmarking without our prior written consent; (f) sublicense, sell, resell, rent, lease, or distribute the Services to third parties except as expressly permitted; or (g) use any automated means to scrape or harvest information from the Services except as permitted by our API and your plan.

3) Customer Data and Output: You retain ownership of Customer Data and, as between the parties and subject to third-party rights, your Output. You are solely responsible for the accuracy, quality, legality, and appropriateness of Customer Data and your use of Output, including ensuring compliance with applicable laws (e.g., data protection, IP, publicity, consumer protection) and platform policies.

4) Feedback: If you provide suggestions, ideas, or feedback, miu.ai may use them without restriction, attribution, or compensation. You acknowledge that feedback is provided voluntarily and is not confidential.

5) Third-party and open-source components: The Services may include or interoperate with third-party or open-source software subject to their respective licenses. Required notices or attributions will be made available upon request. Your separate use of third-party products or services is solely between you and the third-party provider.

6) Copyright complaints (DMCA or equivalent): We respect intellectual property rights. If you believe content accessible through the Services infringes your copyright, please notify us via the contact information below with: (a) identification of the work claimed to be infringed; (b) identification of the infringing material and its location; (c) your contact information; (d) a statement that you have a good-faith belief the use is not authorized; (e) a statement that the information is accurate under penalty of perjury; and (f) your physical or electronic signature. We may remove or disable access to the alleged infringing material and may terminate repeat infringers.

7) Trademarks and publicity: “miu.ai,” our logos, and product names are trademarks of MIU AI SDN. BHD. You may not use our marks without prior written consent. We may identify you as a customer (name and logo) on our website and in marketing materials, unless you opt out by written notice. Any detailed case studies, quotes, or press releases require your prior approval.

8) Output, originality, and third-party rights: Generated Output may not be unique and could resemble content produced by others. We do not guarantee that Output is free from third-party claims. You must conduct any necessary legal, compliance, or IP clearance for your intended use of Output.

Prohibited activities

Acceptable Use Policy: You and your Authorized Users shall not use the Services to:

  • Violate any law, regulation, or court order, or infringe, misappropriate, or violate third-party rights (including IP, privacy, and publicity rights).
  • Upload or transmit malware, viruses, worms, spyware, or other malicious code; engage in hacking, phishing, denial-of-service, or activities that disrupt, harm, or overload the Services or any third-party systems.
  • Send spam or unsolicited messages at scale; engage in contact harvesting; violate messaging platform policies (e.g., WhatsApp Business, Meta, X/Twitter) or opt-in/opt-out requirements.
  • Generate or disseminate illegal, exploitative, hateful, harassing, discriminatory, deceptive, or harmful content; promote self-harm, violence, or dangerous activities.
  • Collect, store, or process sensitive personal data (e.g., PHI, PCI data, government IDs) without our prior written consent and appropriate safeguards.
  • Bypass authentication, share or sell credentials, or probe/scanning the Services for vulnerabilities without written authorization.
  • Train or fine-tune other models using our Services or Outputs except as expressly permitted by your plan or a separate written agreement.
  • Provide or misrepresent Outputs as licensed professional advice (medical, legal, financial, etc.) or use the Services in high-risk scenarios where failure could result in death, personal injury, or significant property/environmental damage.
  • Circumvent rate limits, quotas, or usage caps, or otherwise use the Services in an excessive or abusive manner that degrades performance for others.

Services management

1) Availability, maintenance, and support: We aim for reliable Services but do not guarantee uninterrupted availability except under a separately executed service-level agreement. We may schedule planned maintenance and will use reasonable efforts to provide advance notice. Support is provided via designated channels and during published hours, with scope and response times varying by plan.

2) Modifications and feature changes: We may enhance, modify, or discontinue features, components, or integrations at any time. For material changes adversely affecting core functionality, we will use reasonable efforts to provide advance notice. If we discontinue a material feature without a substantially equivalent replacement, you may terminate affected Services within 30 days of notice and receive a prorated refund for prepaid, unused fees.

3) Beta and pre-release features: We may offer beta, preview, or experimental features (“Beta Features”) for evaluation. Beta Features are provided “as is,” may contain defects, may be modified or withdrawn at any time, and are excluded from warranties, indemnities, and SLAs.

4) Suspension and termination: We may suspend or limit access without liability if: (a) you breach these Terms (including non-payment), (b) unauthorized or fraudulent use is suspected, (c) suspension is needed to maintain security or comply with law, or (d) your usage threatens the stability of the Services. Either party may terminate for cause if the other materially breaches these Terms and fails to cure within 30 days after written notice (10 days for non-payment). You may terminate at any time; fees are non-refundable except as expressly stated. Upon termination, your access ends; upon written request within 30 days, we will make Customer Data available for export. Thereafter, we will delete or de-identify Customer Data within a commercially reasonable time, subject to legal and backup retention.

5) Warranties and disclaimers: Each party represents it has authority to enter into these Terms and will comply with applicable law. EXCEPT AS EXPRESSLY PROVIDED, THE SERVICES AND ALL RELATED MATERIALS ARE PROVIDED “AS IS” AND “AS AVAILABLE,” WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, STATUTORY, OR OTHERWISE, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, ACCURACY, OR RELIABILITY. WE DO NOT WARRANT THAT OUTPUTS WILL BE ERROR-FREE OR SUITABLE FOR YOUR USE CASE, OR THAT THE SERVICES WILL BE UNINTERRUPTED OR FREE FROM DEFECTS. OUTPUTS DO NOT CONSTITUTE PROFESSIONAL ADVICE.

6) Indemnification:

  • By you: You will defend, indemnify, and hold harmless miu.ai and its affiliates, officers, directors, employees, and agents from any third-party claims, damages, liabilities, costs, and expenses (including reasonable attorneys’ fees) arising out of or related to: (a) Customer Data (including alleged infringement, violation of law, or privacy/publicity rights); (b) your use of the Services in violation of these Terms or law; (c) your integrations or third-party services; or (d) content or communications sent via channels you configure.
  • By miu.ai: We will defend you against third-party claims alleging that the Services (as provided by miu.ai) infringe a valid intellectual property right, and we will pay damages and costs finally awarded or agreed in settlement. Our obligations do not apply to claims resulting from: (i) Customer Data or combinations with non-miu.ai products; (ii) modifications not made by miu.ai; (iii) your continued use after we notify you to stop due to a claim; or (iv) your breach of these Terms. If such a claim arises, we may obtain the right for you to continue using the Services, modify the Services to be non-infringing, or terminate the affected Services and provide a prorated refund for prepaid, unused fees. THIS SECTION STATES OUR ENTIRE LIABILITY FOR IP INFRINGEMENT.

7) Limitation of liability: TO THE MAXIMUM EXTENT PERMITTED BY LAW, NEITHER PARTY WILL BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, OR FOR LOSS OF PROFITS, REVENUES, GOODWILL, DATA, OR BUSINESS INTERRUPTION, EVEN IF ADVISED OF THE POSSIBILITY. EXCEPT FOR YOUR PAYMENT OBLIGATIONS, YOUR INDEMNIFICATION OBLIGATIONS, AND YOUR BREACH OF LICENSE RESTRICTIONS OR CONFIDENTIALITY, EACH PARTY’S AGGREGATE LIABILITY ARISING FROM OR RELATING TO THESE TERMS WILL NOT EXCEED THE FEES PAID OR PAYABLE BY YOU TO MIU.AI FOR THE SERVICES GIVING RISE TO THE CLAIM IN THE TWELVE (12) MONTHS PRECEDING THE EVENT. IF YOU USE ONLY A FREE PLAN OR TRIAL, OUR TOTAL LIABILITY WILL NOT EXCEED USD $100. These limitations apply even if any remedy fails of its essential purpose.

8) Confidentiality: “Confidential Information” means non-public information disclosed by either party that is marked or reasonably should be understood as confidential, including Customer Data, security documentation, technical information, and business plans. Each party will use the other’s Confidential Information solely to perform under these Terms and will protect it with at least reasonable care. Exceptions include information that is public without breach, was rightfully known without restriction, was independently developed without use of Confidential Information, or was lawfully disclosed by a third party. If compelled by law to disclose, a party may do so after providing prompt notice (where legally permitted) to allow the other party to seek protection.

9) Compliance, export, and anti-corruption: You will comply with all applicable laws, including data protection, anti-spam, consumer protection, and marketing laws, and obtain required consents from end users. You will not use or export the Services in violation of applicable export control or sanctions laws and represent that you are not a restricted party or located in a restricted jurisdiction. You shall not engage in bribery or corrupt practices in connection with these Terms.

10) Governing law and venue; disputes: These Terms are governed by the laws of Malaysia, without regard to conflicts of law principles. The parties consent to the exclusive jurisdiction and venue of the courts in Kuala Lumpur, Malaysia, for any dispute arising out of or relating to these Terms, except where a different forum is required by law or a separate, mutually executed arbitration agreement. TO THE EXTENT PERMITTED BY LAW, THE PARTIES WAIVE THE RIGHT TO PARTICIPATE IN CLASS ACTIONS OR CLASS-WIDE ARBITRATION.

11) Force majeure: Neither party is liable for delays or failures due to events beyond reasonable control, including acts of God, natural disasters, pandemics, war, terrorism, civil unrest, labor disputes, government actions, power failures, or failures of networks or third-party services.

12) Assignment and subcontracting: You may not assign these Terms without our prior written consent, except to a successor in connection with a merger, acquisition, or sale of substantially all assets, provided the assignee agrees to be bound and you provide prompt notice. We may assign these Terms and may engage Subcontractors/Subprocessors. No third-party beneficiaries are created by these Terms.

13) Notices; interpretation; order of precedence: Notices to you may be sent to the admin email on your account or provided in-product; notices to miu.ai must be sent to the contact email listed below. Headings are for convenience; “including” means “including without limitation.” In case of conflict, the order of precedence is: (1) an executed order form or addendum (including the DPA if executed), then (2) these Terms, then (3) referenced policies. If any provision is found invalid, the remainder remains in effect. No waiver of any breach is a waiver of any other breach.

14) Entire agreement; survival; language: These Terms, together with any referenced policies and executed orders or addenda, constitute the entire agreement and supersede prior or contemporaneous agreements on the subject. Sections that by their nature should survive (e.g., fees, IP, confidentiality, disclaimers, indemnities, liability limits, governing law, data usage/retention obligations that persist by law) will survive termination. These Terms are in English, which controls to the extent of any translation.

15) Communications regarding changes: We will notify registered users of material updates to these Terms or our Privacy Policy via email and/or in-product notice. Continued use of the Services after the effective date of changes constitutes acceptance.

16) Usage of data; third-party sharing; retention; user rights; consent; cookies (summary):

  • Usage of data: Customer Data is processed solely to provide, secure, support, and improve the Services and your configured chatbots and user experience.
  • Security: We use encryption at rest and in transit, HTTPS, and Bearer Authentication for API access, among other controls.
  • Third-party sharing: We do not sell personal data. We share data with Subprocessors solely to operate, support, and improve the Services under appropriate contractual safeguards. We use Google Analytics for usage analytics subject to Google’s privacy policies.
  • Retention: Customer Data is retained while your account is active and as necessary to provide the Services, maintain continuity, and satisfy legal obligations. De-identified/aggregated data may be retained indefinitely. Admins may configure retention where available, and data can be deleted upon verified request subject to legal/backup limitations.
  • User rights: Individuals may request access, correction, deletion, restriction, objection, or portability of their personal data (subject to verification and law). Where we act as processor, we assist you in fulfilling such requests.
  • Consent and cookies: Where required by law, you and/or we will obtain user consent and provide notices for cookies, analytics, and tracking when deploying our widgets, scripts, or integrations.
  • Communications: We will communicate significant updates to these Terms and privacy notices by email or in-product notifications to registered users.
  • Legal jurisdiction: These Terms are governed by Malaysian law, and the venue for disputes is Kuala Lumpur, Malaysia (subject to any executed arbitration agreement).

Contact information

Company: MIU AI SDN. BHD.

General and legal inquiries: [email protected]

Security and incident reports: [email protected] (please include “Security” in the subject and avoid sending sensitive data in the initial email)

Copyright notices: [email protected] (include “Copyright” or “DMCA” in the subject)

By using the Services, you acknowledge that you have read, understood, and agree to be bound by these Terms and our Privacy Policy (and DPA where applicable).