Terms of Service

1. About Lok.chat

Lok.chat is an AI-powered WhatsApp receptionist and clinic management platform operated by The Gentle Equation Pty Ltd. By using Lok.chat, you agree to these Terms of Service.

2. Eligibility

Lok.chat is designed for licensed healthcare businesses (clinics, dental practices, aesthetics centres) operating in Malaysia. You must be authorised to act on behalf of the clinic to create an account.

3. The Service

Lok.chat provides:

• An AI receptionist that responds to patient WhatsApp messages on behalf of your clinic.
• Appointment scheduling and management.
• A dashboard for managing conversations, contacts, and clinic operations.
• Automated follow-up messaging (with patient consent).

The AI receptionist is designed to assist with common enquiries (availability, services, pricing, directions) and appointment booking. It is not a medical advice tool and does not provide diagnoses, treatment recommendations, or clinical guidance.

4. Your Responsibilities

• You are responsible for the accuracy of your clinic's information (services, pricing, operating hours, staff availability) configured in the system.
• You must ensure your use of WhatsApp Business complies with WhatsApp's Business Policy and Commerce Policy.
• You must inform patients that they may be communicating with an AI system.
• You are responsible for obtaining and maintaining appropriate consent for patient communications under the Malaysian PDPA.
• You must keep your account credentials secure and notify us of any unauthorised access.

5. AI Limitations

The AI receptionist may occasionally produce incorrect or inappropriate responses. You should regularly review AI conversations in the dashboard and use the "human handoff" feature for complex or sensitive enquiries. Lok.chat is not liable for actions taken based on AI-generated responses.

6. Data & Privacy

Your use of Lok.chat is also governed by our Privacy Policy. We process patient data on your behalf as a data processor. You remain the data controller for patient information.

7. Pricing & Payment

Lok.chat is currently in beta and is free of charge. When pricing is introduced, we will provide at least 30 days' notice. Continued use after the notice period constitutes acceptance of the new pricing terms.

8. Availability

We strive to maintain high availability but do not guarantee uninterrupted service. The service depends on third-party infrastructure (WhatsApp, Cloudflare, AI providers) that may experience outages beyond our control. We will notify affected clinics promptly of any significant service disruptions.

9. Account Termination

• You may terminate your account at any time by contacting us.
• We may suspend or terminate accounts that violate these terms, WhatsApp's policies, or applicable law.
• Upon termination, your data will be deleted within 30 days, unless retention is required by law.

10. Limitation of Liability

To the maximum extent permitted by Malaysian law, Lok.chat is provided "as is" without warranties of any kind. We are not liable for indirect, incidental, or consequential damages arising from your use of the service, including but not limited to missed appointments, incorrect AI responses, or service interruptions.

11. Governing Law

These Terms are governed by the laws of Malaysia. Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the Malaysian courts.

12. Contact

For questions about these Terms, contact us at [email protected].