Welkai Terms of Service

Version 1.0. Effective date: 1 November 2026.

These Terms are a contract between you (the business that signs up) and VERTEX REALITY DIGITAL SOLUTION, a sole proprietorship registered in Malaysia (SSM registration no. 202603285026 (003903877-X)), trading as Welkai ("Welkai", "we", "us").

Contact: support@welkai.com, phone or WhatsApp 011-6842 0290, address A-145, Taman Kok Doh, Jalan Segambut, 51200 Kuala Lumpur, Malaysia.

These Terms work together with our Privacy Policy, Acceptable Use Policy, Refund Policy, Data Processing Agreement, Subprocessor List and Cookie Notice. Together they are "the Agreement".

1. What Welkai is

1.1 Welkai is an online business messaging system. It brings your WhatsApp numbers (linked by QR code or through the official WhatsApp Business Platform), Facebook Messenger, Instagram and email into one inbox, with AI replies, flows and automation, broadcasts, appointments, Google Forms connection, contacts and reports (together, "the Service").

1.2 The Service is for businesses only. By signing up you confirm that you use Welkai for your business or trade and not for personal, family or household purposes. The person who signs up confirms that they have authority to accept these Terms for the business.

1.3 Features, limits and prices for each plan are shown on our pricing page and inside your account. If something on those pages and these Terms differ, these Terms apply, unless a written order signed by us says otherwise.

2. Accepting these Terms

2.1 You accept these Terms electronically by ticking the agreement box at sign-up. This is a valid way to make a contract under section 7 of the Electronic Commerce Act 2006.

2.2 We record which version of each document you accepted, when, from which IP address and by which user. You can ask us for a copy of that record.

3. Your account

3.1 Sign-up is by application. We check applications and may approve, ask for more information, or decline. We may decline any application without giving a reason.

3.2 You must give true and complete information (business name, registration number if registered, industry, website or page, intended use, phone and email) and keep it up to date. If you give false information, we may suspend or close the account without refund.

3.3 You are responsible for everything done under your account, including by your team members, API keys and connected apps. Keep passwords private, use two-factor login where offered, and tell us at once at support@welkai.com if you think your account has been misused.

3.4 You must be at least 18 years old to create an account or be added as a user.

4. Free trial

4.1 A free trial lasts 7 days from approval, unless we agree to extend it.

4.2 One trial per business. We check phone numbers and other sign-up details to enforce this, and may decline a second trial.

4.3 During the trial, limits are lower than on paid plans. Outbound email to people who have not written to you first is not available on the trial.

4.4 When the trial ends without a paid plan, the account is suspended. If you do not choose a plan, your account and its data are deleted 45 days after the trial ends (see section 8).

5. Plans, prices and payment

5.1 Plans (monthly price in Malaysian ringgit):

5.2 Billing periods. You can pay monthly, quarterly (10% off) or yearly (you pay for 10 months and get 12). The price for your period is shown at checkout.

5.3 Own-server setup fee. Business has a one-time setup fee of RM 500 and Enterprise RM 1,500. The setup fee is waived when you pay yearly. It is charged each time your account moves onto its own server: renewing, or moving from Business to Enterprise, does not charge it again, but if you move to a shared plan and later come back to Business or Enterprise, a new server is built and the setup fee applies again. Monthly and quarterly Business and Enterprise plans can be cancelled at any time like other plans.

5.4 Add-ons and AI credit packs (for example extra WhatsApp numbers, extra platforms, extra users, extra storage, Enhance proxy, done-for-you setup, and AI credit packs) are sold at the prices shown on the pricing page or at checkout when you buy them. Not every add-on is sold on every plan; the pricing page and checkout show which ones your plan can buy.

5.5 How you pay. Payments are made through our payment gateway (currently CHIP, for FPX, DuitNow and cards) or by bank transfer where we offer it. We do not see or store your full card number. You receive a receipt by email.

5.6 Promotions and vouchers apply only as stated in the promotion. Unless the promotion says so, only one promotion or voucher applies to an order, and the checkout uses the one that saves you more.

5.7 Service tax. Prices are in ringgit. At the effective date we are not registered for service tax, so no service tax is charged. If we become registered under the Service Tax Act 2018, we will add service tax at the rate in force and show it separately on the invoice. We will tell you before it first appears on an invoice.

5.8 When the Service starts. Applications are usually reviewed within 1 working day. A paid plan on a shared server starts as soon as your payment is confirmed. An own server for Business or Enterprise is usually ready within 1 hour after payment; we email you if it takes longer. Before you pay, the checkout shows the full price and lets you correct your order, and we email a receipt after payment.

5.9 Price changes. We may change plan prices. We give you at least 30 days' notice by email, and the new price applies from your first renewal after that notice period. Add-on and credit pack prices on the pricing page may change for future purchases at any time.

6. Renewals, upgrades, downgrades and cancelling

6.1 Renewal. Your plan renews automatically for the same billing period unless you cancel. We email you a reminder and pay link 7 days before the renewal date.

6.2 Cancel. You can cancel at any time in your account. Cancelling stops the next renewal. Your plan keeps running until the end of the period you paid for, then the account is suspended and the timeline in section 8 applies. Refunds are covered only by the Refund Policy.

6.3 Upgrade. An upgrade starts at once. You pay a pro-rated amount for the rest of the current period.

6.4 Downgrade. A downgrade (or cancelling an add-on) takes effect at the end of the current period. You keep the bigger plan until then. If on that day you use more than the new plan allows (for example more numbers or users), the extras are locked at once. You choose which ones stay. You have 7 days to remove extras, buy an add-on or upgrade. After 7 days, extras still locked are removed. A removed number is disconnected. Its chat history is kept for 30 days and comes back if you buy the add-on in that time; you then link the number again.

6.5 From your own server to a shared one. When a Business or Enterprise plan changes to a shared plan, we move your data to a shared server on the night the change takes effect, with a short pause in service. We email you beforehand with the date and what changes. After the move, and after a final backup, your own server is closed and deleted.

7. Plan limits and fair use

7.1 Each plan has limits, for example WhatsApp numbers, other platforms, users, contacts, flows, broadcast messages a month, knowledge documents, voice clones, media storage and how long media is kept. A monthly limit starts again at the start of each billing month. Your limits and usage are shown in Settings.

7.2 Media storage. Photos, videos, voice notes and files are kept for the number of days set by your plan (currently: Trial 14 days, Solo 90 days, Plus 120 days, Starter 180 days, Growth 365 days, Business 730 days, Enterprise for as long as the account is active). After that the file is replaced by "Media expired" while the message text stays. When your storage allowance is full, new media files are not stored (messages still arrive) until you free space, buy storage or upgrade.

7.3 Sending limits. New accounts may start with lower sending limits (for example for broadcasts and contact imports) that rise after a clean paid month. Email sending must follow the rules in the Acceptable Use Policy.

7.4 Fair use. Unlimited features are unlimited for normal business use by your own business. We may limit use that harms the Service or other customers (for example automated traffic that overloads a server). We will tell you first and help you find a plan that fits, unless urgent action is needed to protect the Service.

8. Late payment, suspension and deletion

8.1 If a renewal is not paid, these steps happen, counted in days after the due date (Malaysia time):

8.2 Paying the overdue amount at any time before day 45 restores the account. Channels unlinked on day 21 must be linked again by you.

8.3 The same deletion timeline applies after a cancelled plan ends and after a trial ends without a paid plan. In those cases the account is suspended on the day the plan or trial ends.

8.4 Cancelled or refunded own-server plans. If you cancelled a Business or Enterprise plan, or its plan stopped because of a refund, we take a final backup and close your server 3 days after the plan ends instead of on day 30. The rest of the timeline is the same, and paying before day 45 still builds a new server and restores the latest backup.

8.5 We will not shorten these periods for an existing customer without at least 30 days' notice.

8.6 Deletion is final. After deletion, copies remain only in encrypted backups until those backups expire on their normal schedule (see the Privacy Policy). We cannot restore a deleted account.

8.7 We may also suspend an account at once, without following this timeline, to stop serious abuse, a security threat, or a breach of law or of the Acceptable Use Policy (see section 19).

9. AI features and AI credits

9.1 What credits are. AI features (AI replies, AI agent steps, AI writer, suggested replies, summaries, voice transcription, spoken and cloned voice replies, and AI flow building) use AI credits. Credits are charged by real usage: the actual work the AI provider did, converted at a fixed credit value. The credit guide shows typical ranges; real use can be higher or lower. The AI help assistant is free.

9.2 Where credits come from.

• Your plan's monthly allowance is given each month. Unused monthly credits expire at the end of that month and do not carry over.
• Credit packs you buy do not expire unless the expiry is stated when you buy them.
• Bonus credits (promotions, referral rewards, redeem codes) expire as stated when given. Referral credits are valid for 12 months.

9.3 Credits that expire soonest are used first.

9.4 No cash value. Credits are not money, cannot be exchanged for cash, cannot be transferred to another account, and lapse when the account is deleted. Credits are refunded only as the Refund Policy says.

9.5 When credits run out. AI steps stop, or your flows continue without AI, depending on the choice you set. We warn you at 80% use of your monthly allowance.

9.6 Your own AI provider. If your plan allows it, or we approve your request, you can connect your own AI provider key. Use through your own key is between you and that provider, under their terms and prices, and uses no Welkai credits.

9.7 AI can be wrong. AI output may be inaccurate, incomplete or unsuitable. You are responsible for the instructions and knowledge you give the AI, for checking output where it matters, and for what is sent to your customers in your name. Give your customers a clear way to reach a person.

9.8 Voice cloning. You may create a cloned voice only of a person who reads the consent sentence on the recording and agrees. Voice samples are personal data and may be biometric data under the Personal Data Protection Act 2010. You may delete a voice and its recordings at any time.

10. Your responsibilities when messaging

10.1 You are the controller of the personal data of your contacts and customers. You must have a lawful basis, usually consent, to collect their data and to message them, and you must give them the notices the Personal Data Protection Act 2010 requires.

10.2 You must have opt-in permission before sending marketing or bulk messages, honour every opt-out or block request on or off the platform, and stop direct marketing when a person asks (section 43 of the Personal Data Protection Act 2010).

10.3 You must follow the rules of every platform you connect (for example Meta's WhatsApp Business Messaging Policy, Commerce Policy and Messenger and Instagram rules) and all laws that apply to your messages, including section 233 of the Communications and Multimedia Act 1998.

10.4 You must follow our Acceptable Use Policy, including its anti-spam rules.

10.5 You are responsible for the content you send, store or upload, and for checking that you may use it.

11. WhatsApp by QR code: risks you accept

11.1 Linking a WhatsApp number by QR code connects Welkai as a linked device using open-source software. This method is not provided, approved or supported by WhatsApp or Meta. WhatsApp says that unsupported apps break its Terms of Service and that accounts using them may be temporarily or permanently banned.

11.2 WhatsApp alone decides whether to restrict or ban a number. We cannot lift a ban and we cannot promise that a number will not be banned. Bulk messaging, messaging people who did not opt in, and many reports or blocks raise the risk.

11.3 Bans are not refunded. A restriction or ban of a number linked by QR code does not entitle you to a refund, credit or extension.

11.4 For broadcasts and high volume we recommend the official WhatsApp Business Platform (section 12).

12. Official WhatsApp Business Platform and Meta fees

12.1 To use the official WhatsApp Business Platform, Messenger or Instagram, you connect your own Meta business account and, where needed, your own Meta app. Your relationship with Meta is governed by Meta's terms and policies, which you must accept and follow.

12.2 Meta charges you directly. Meta's message charges (for example for template messages) are billed by Meta to you, under Meta's pricing. They are not part of your Welkai price and we do not refund them.

12.3 Meta decides on business verification, display names, message templates, quality ratings and messaging limits. We are not responsible for Meta's decisions.

13. Other third-party platforms

13.1 Welkai connects to services run by others (for example Meta, Google, email providers, our payment gateway and AI providers). We do not control them. Their outages, changes, price changes, policy decisions or withdrawal of access can affect the Service.

13.2 If a third party changes or withdraws something we rely on, we may have to change or remove a feature. We will tell you as early as we reasonably can. This is not a breach of these Terms.

13.3 When you connect a Google account (for example for Google Forms), you allow us to access the data you choose, only to provide the feature you use. Our use of Google user data follows the Privacy Policy.

14. Your data

14.1 You own the data you put into Welkai, including contacts, messages, media, flows and form responses ("Your Data").

14.2 You give us permission to host, copy, process, send and display Your Data only as needed to provide, secure and support the Service, and as set out in the Data Processing Agreement, which forms part of these Terms.

14.3 Export. You can export your contacts as a CSV file at any time from the dashboard while the account is active. Media can be downloaded from chats while it is kept. On written request made before deletion, we will provide a copy of your contacts and message history in a machine-readable format (such as CSV or JSON) within 30 days. While an account is suspended, ask us at support@welkai.com.

14.4 Backups. We make regular backups to protect the Service. Backups are not an archive for you: keep your own copies of anything important.

15. Our intellectual property

15.1 Welkai, its software, design, brand and content belong to us or our licensors. We give you a limited, non-exclusive, non-transferable right to use the Service during your subscription for your own business under these Terms.

15.2 You must not copy, resell, rent out, sublicense or offer the Service to others as a service, or reverse engineer it, except where the law allows this despite these Terms, or where we agree in writing.

15.3 If you send us ideas or feedback, we may use them without paying you.

15.4 As between you and us, output that the AI creates for you belongs to you, subject to the AI provider's terms and to the law.

16. Confidentiality

16.1 Each party will keep the other's confidential information private, use it only for the Agreement, and protect it with reasonable care. This does not cover information that is public, already known, independently developed, or that must be disclosed by law or by an authority (where allowed, the other party will be told first).

17. Service changes and availability

17.1 We improve Welkai often and may change, add or remove features. If we remove a major feature you pay for, we will give you at least 30 days' notice, unless a third party (section 13) or the law forces a faster change.

17.2 We work hard to keep Welkai available, but we provide it on a best-effort basis and do not promise that it will be uninterrupted or error-free. Unless we sign a separate service level agreement with you, there are no uptime credits.

17.3 Planned updates of shared servers normally run between 01:00 and 05:59 in the server's region time. Your own server (Business and Enterprise) is updated, and given more power automatically when your usage grows, during your own quiet night hours (default 03:00 to 05:00 in your time zone); WhatsApp reconnects by itself within a few minutes. We may need urgent maintenance at other times.

17.4 If we decide to stop offering Welkai altogether, we will give you at least 30 days' notice and refund the unused part of any prepaid period.

18. Limitation of liability

18.1 Nothing in these Terms limits or excludes liability for fraud, for death or personal injury caused by negligence, or any other liability that cannot be limited by law.

18.2 Nothing in these Terms stops either party from bringing legal proceedings, or shortens the time the law allows to bring them.

18.3 We are not liable for:

• (a) loss of profits, revenue, business, goodwill or expected savings, or any indirect or consequential loss;
• (b) loss caused by a third-party platform, including a WhatsApp restriction or ban, Meta's decisions or charges, or an outage of a provider we do not control;
• (c) loss caused by your content, your instructions to the AI, or your breach of the Agreement or the law;
• (d) loss caused by events beyond our reasonable control (section 23.3).

18.4 Our total liability to you for all claims arising from or connected with the Agreement in any 12-month period is limited to the greater of (a) the total fees you paid us in the 12 months before the event giving rise to the claim, and (b) RM 200.

18.5 These limits apply to the extent the law allows, whatever the legal basis of the claim.

19. Suspension and termination by us

19.1 We may suspend or close your account, or part of it (for example email sending), if:

• (a) you seriously or repeatedly break the Agreement or the Acceptable Use Policy;
• (b) your use creates a security risk or harms the Service, other customers or the people you message;
• (c) we are required to by law, a court or an authority; or
• (d) your payment is overdue (section 8).

19.2 For breaches that can be fixed, we will normally warn you and give you 14 days to fix them first. For serious abuse (for example scams, phishing, malware, illegal content) we may act at once without warning.

19.3 Suspension or closure for breach of the Agreement or the Acceptable Use Policy is not refunded.

20. Indemnity

20.1 You will compensate us for losses, damages, fines and reasonable legal costs from claims by third parties or authorities that arise from Your Data, the messages you send, your use of connected platforms, or your breach of the Agreement or the law. We will tell you about such a claim promptly and let you take part in the defence.

21. Referral programme

21.1 Every account gets a referral link and code.

21.2 For the new customer: 20% off the first month when they sign up with a referral code. On quarterly or yearly billing the discount is worth 20% of one month's price, taken off the first invoice. It cannot be combined with any other promotion or voucher; the checkout keeps whichever saves more.

21.3 For the referrer: bonus AI credits, in the amount shown on your Referrals page for the plan the referred business pays for. The reward becomes "Ready to claim" 14 days after the referred business's first payment (after its refund window) and you claim it yourself. Claimed referral credits are valid for 12 months and follow section 9.

21.4 Rewards are earned only from a real first payment. Self-referrals are not allowed (for example the same phone number, email domain, device or payment account). A reward is cancelled if the payment is refunded or charged back. We may withhold or cancel rewards obtained by abuse.

21.5 We may change or pause the programme for future referrals. A pause stops new referrals from being attached; rewards already earned stay.

22. Changes to these Terms

22.1 We may update these Terms and the other documents in the Agreement. Each version is dated and numbered.

22.2 For a material change, we will email the account owner and show a notice in the dashboard at least 30 days before it takes effect, unless a faster change is needed by law or to protect security. You will be asked to accept the new version to keep using the Service.

22.3 If you do not accept a material change, you may cancel before it takes effect. We will then refund the unused part of your prepaid period, counted in whole days.

22.4 Small changes that do not reduce your rights (for example clearer wording or new contact details) take effect when published.

23. General

23.1 Notices. We send notices to the account owner's email address and in the dashboard. You send notices to support@welkai.com.

23.2 Transfer. You may not transfer the Agreement without our written consent. We may transfer the Agreement to a company that takes over the Welkai business (for example if the owner incorporates a company), and we will tell you if we do.

23.3 Events beyond control. Neither party is liable for delay or failure caused by events beyond its reasonable control, such as natural disasters, epidemics, war, government action, power or internet failures, or failures of third-party platforms. Payment obligations for service already provided remain.

23.4 Whole agreement. The Agreement is the whole agreement between us about the Service and replaces earlier discussions. If a part is found invalid, the rest continues. Not enforcing a right is not giving it up.

23.5 Language. If these Terms are provided in other languages and there is a difference, the English version applies.

24. Governing law and disputes

24.1 These Terms are governed by the laws of Malaysia.

24.2 If there is a dispute, please write to us first. Both parties will try in good faith to settle it within 30 days.

24.3 If it is not settled, either party may bring it to the courts of Malaysia. Either party may ask a court for urgent relief at any time.