Polaris

Terms of Service

Last Updated: April 2026

This Terms of Service Agreement ("Agreement") is a legally binding contract between Polaris Technologies (SSM Registration No. 202603066744 / AS0511535-P), a business registered in Malaysia with its principal place of business in Cheras, Selangor ("Polaris", "Company", "We", "Us", or "Our"), and the business entity or individual who subscribes to or uses the Service ("Client", "You", or "Your").

By registering for, accessing, or using the Polaris Service, you confirm that you have read, understood, and agree to be bound by this Agreement. If you do not agree, you must not use the Service.

1. Definitions

In this Agreement, the following terms shall have the meanings set out below:

"Service"
means the Polaris AI-powered omnichannel customer service platform, including the AI assistant engine, client dashboard, Knowledge Base configuration tools, and all associated integrations.
"Client"
means the business entity or individual who subscribes to and uses the Service.
"End User"
means any individual who interacts with a Client's AI assistant through WhatsApp, Instagram, or Messenger.
"Knowledge Base"
means the business documents, FAQs, price lists, product catalogs, and other materials uploaded by the Client to train and configure the AI assistant.
"Subscription Plan"
means the pricing tier (Starter, Pro, or Ultra) selected by the Client, which determines the features, quotas, and fees applicable to their use of the Service.
"Meta Platforms"
means Meta Platforms, Inc. and its associated platforms including WhatsApp, Instagram, and Messenger.
"Business Day"
means Monday to Friday, 9:00 AM to 6:00 PM Malaysian Standard Time (MST, UTC+8), excluding Malaysian public holidays.
"SLA"
means the Service Level Agreement set out in Sections 3 and 4 of this Agreement.

2. Scope of Services

Polaris provides an AI-powered customer service automation platform that enables Clients to deploy intelligent, automated assistants on WhatsApp, Instagram, and Messenger. The core features of the Service include:

  • AI assistant deployment and configuration on Meta messaging channels.
  • Knowledge Base ingestion — upload and indexing of business documents for AI-powered question answering.
  • Automated message routing, classification, and response generation using Anthropic's Claude.
  • Human handoff — seamless escalation of complex queries to a live agent via the Chatwoot dashboard.
  • Client dashboard for conversation monitoring, analytics, and Knowledge Base management.

The specific features, message quotas, and number of channels available to the Client depend on their selected Subscription Plan. Polaris reserves the right to modify, update, or discontinue features of the Service with reasonable prior notice.

3. Service Availability

Polaris targets a monthly uptime of 99% for its core AI orchestration and routing infrastructure, measured over each calendar month, excluding Scheduled Maintenance windows.

Scheduled Maintenance will be communicated to Clients via email or in-dashboard notice at least 24 hours in advance wherever operationally feasible. Polaris will endeavour to schedule maintenance during off-peak hours (midnight to 6:00 AM MST).

Service availability is dependent on the operational status of third-party dependencies, including Meta Platforms (WhatsApp, Instagram, Messenger), Anthropic (Claude API), and Supabase. Downtime caused by outages of these third-party services falls outside Polaris's SLA obligations. Polaris will communicate known third-party outages to affected Clients as soon as reasonably practicable.

4. Issue Categorization and Response Time

All reported issues are classified by severity. Response and resolution targets below apply to Business Days and Business Hours unless stated otherwise.

Priority 1 — Critical

The Service is completely unavailable or non-functional. AI assistant is not processing any messages. No workaround available.

Initial response: within 2 hours (including outside Business Hours). Target resolution: within 8 hours.

Priority 2 — High

A major feature is significantly impaired (e.g., AI responses failing for a specific channel, human handoff broken, Knowledge Base not updating). A partial workaround may be available.

Initial response: within 4 Business Hours. Target resolution: within 2 Business Days.

Priority 3 — Medium

A non-critical feature is degraded or behaving unexpectedly (e.g., minor AI response inaccuracies, dashboard display issues). Service remains substantially operational.

Initial response: within 1 Business Day. Target resolution: within 5 Business Days.

Priority 4 — Low

General enquiries, feature requests, minor cosmetic issues, or questions about configuration. No impact on Service operation.

Initial response: within 2 Business Days. Resolution timeline varies based on nature of request.

To report an issue, contact our support team at support@polaris.my with a clear description, screenshots or logs where available, and your best assessment of the impact level. Polaris reserves the right to reclassify priority levels based on its own assessment.

5. Exclusions

The SLA and support obligations in Sections 3 and 4 do not apply to service interruptions or issues arising from:

  • Outages, API changes, or policy enforcement actions by Meta Platforms, Anthropic, or other third-party service providers.
  • The Client's own internet connectivity, hardware, or network infrastructure.
  • Misconfiguration of the AI assistant, Knowledge Base, or Meta channels by the Client.
  • The Client's failure to comply with Meta's Business Policy, WhatsApp Commerce Policy, or other third-party platform rules, resulting in account restrictions or suspensions.
  • Force majeure events as described in this Agreement.
  • Scheduled Maintenance communicated in advance.
  • Any use of the Service in violation of this Agreement.

6. Client Responsibilities

By subscribing to the Service, the Client agrees to the following responsibilities:

  • Maintain a valid, active WhatsApp Business Account and any other required Meta developer or business accounts, and ensure compliance with all applicable Meta platform terms at all times.
  • Obtain valid opt-in consent from all End Users before sending them any outbound messages via the Service, in compliance with Meta's messaging policies and applicable Malaysian law.
  • Maintain a publicly accessible privacy policy that clearly informs End Users how their personal data is collected and processed through the Client's AI assistant.
  • Provide accurate, lawful, and up-to-date information in the Knowledge Base. Do not upload content that is misleading, defamatory, infringing, or in violation of any applicable law.
  • Not use the Service to send unsolicited bulk messages, spam, phishing content, malware, or any content that violates Meta's policies or Malaysian law.
  • Maintain the security of their Polaris account credentials and API tokens, and notify Polaris immediately upon suspecting any unauthorized access.
  • Ensure that any staff or agents who access the Polaris dashboard are authorized and operate in accordance with this Agreement.
  • Not use data obtained through the Service — including End User conversation data — for the purpose of targeting advertisements on Meta's platforms or any other advertising network.

7. Data Ownership and AI-Related Processing

7.1 Client Data Ownership: The Client retains full ownership of all business documents, Knowledge Base materials, and End User conversation data uploaded to or processed by the Service ("Client Data"). Polaris makes no claim of ownership over Client Data.

7.2 License to Polaris: The Client grants Polaris a limited, worldwide, royalty-free, non-exclusive license to host, copy, transmit, index, and process Client Data solely for the purpose of delivering the contracted Service. This license terminates upon expiry or termination of the Client's subscription.

7.3 Future AI Development: Polaris may, in the future, use anonymized and aggregated conversation data to develop specialized customer service AI models for Malaysian business contexts. This is distinct from training third-party base models. Data will be fully anonymized and aggregated before any such use. Clients will be notified and given the opportunity to opt out before any such program is implemented.

8. Intellectual Property

Polaris retains all right, title, and interest — including all intellectual property rights — in and to the Service, underlying software architecture, AI orchestration logic, routing algorithms, user interfaces, and any modifications or derivative works. This Agreement grants the Client a limited, non-exclusive, non-transferable, and revocable license to access and use the Service solely for its intended business purposes during the active subscription term. The Client shall not reverse engineer, copy, resell, sublicense, or create derivative works from any part of the Service.

9. Billing and Payment Terms

All subscription fees are as displayed on the Polaris pricing page at the time of sign-up and are subject to change with prior notice.

9.1 Monthly Subscription — Curlec Direct Debit: Monthly subscriptions are billed via Curlec, a licensed Malaysian payment service provider. By subscribing to a monthly plan, the Client authorizes Polaris to collect the applicable monthly fee via Curlec direct debit on the billing date each month. The Client must maintain a valid bank account with sufficient funds to honour the direct debit mandate.

9.2 Annual Subscription — Bank Transfer: Annual subscriptions are paid upfront via a one-time direct bank transfer to Polaris's designated bank account. Upon receipt of confirmed payment, Polaris will activate or renew the subscription for a period of twelve (12) months. Bank transfer details will be provided upon request or at checkout. Annual fees are non-refundable.

9.3 Taxes: All stated fees are exclusive of applicable Malaysian taxes, including Sales and Service Tax (SST). The Client is solely responsible for payment of all taxes applicable to their use of the Service.

9.4 Non-Refundable: All subscription fees paid are non-refundable, except where required by applicable Malaysian consumer protection law. Partial-month fees are not prorated unless Polaris expressly agrees otherwise in writing.

10. Payment Reminder Schedule

For monthly subscribers, the following reminder and escalation schedule applies to outstanding invoices from the billing due date:

  1. Day 0 — Invoice issued and payment collected via Curlec direct debit. If the direct debit fails, the Client is notified by email.
  2. Day 7 — First payment reminder sent via email.
  3. Day 14 — Second reminder sent via email and WhatsApp.
  4. Day 21 — Final payment warning issued via email. Service suspension notice included.
  5. Day 31 — Service suspended (see Section 11). Letter of Demand (LOD) issued. Subscription fees continue to accrue on the suspended account.

11. Service Suspension

If a monthly subscription payment remains outstanding for more than thirty-one (31) days from the billing due date, Polaris reserves the right to suspend the Client's access to the Service without further notice. During suspension, the AI assistant will cease to function and the Client dashboard will be inaccessible.

Subscription fees continue to accrue during the suspension period. Polaris will issue a formal Letter of Demand (LOD) upon suspension. To reinstate the Service, the Client must pay all outstanding fees in full, including any fees accrued during the suspension period.

If payment is not received within thirty (30) days of the LOD being issued, Polaris may terminate the Agreement in accordance with Section 12 and pursue recovery of outstanding amounts through available legal channels.

12. Termination

12.1 Termination by Either Party (Monthly Plans): Either party may terminate this Agreement by providing at least seven (7) calendar days' written notice, delivered by email to the other party's designated contact address. Termination takes effect at the end of the current billing cycle following the notice period.

12.2 Annual Plans — No Early Termination: Annual subscriptions are a fixed-term commitment. Early termination of an annual plan is not permitted, and no refund (full or partial) will be issued for the remaining unused subscription period. The Client must fulfil the full annual term. Clients may choose not to renew at the end of the annual term by notifying Polaris at least seven (7) days before the renewal date.

12.3 Immediate Termination by Polaris: Polaris may terminate this Agreement immediately, without notice or refund, if the Client: (a) breaches any material term of this Agreement; (b) uses the Service in a manner that violates Meta's platform policies and fails to rectify the violation within 48 hours of notice; (c) engages in fraudulent, abusive, or illegal activity; or (d) has their Meta Business Account suspended or permanently banned by Meta.

12.4 Post-Termination: Upon termination, the Client's access to the Service will cease immediately. Polaris will provide a thirty (30) day data export window commencing from the date of termination, during which the Client may request an export of their Knowledge Base and conversation data. After this window closes, all Client Data will be permanently and irreversibly deleted from Polaris's systems.

13. Limitation of Liability

13.1 AI Output Disclaimer: The Service uses Anthropic's Claude as its AI engine. Polaris makes no warranties or representations regarding the accuracy, completeness, reliability, or factual correctness of AI-generated responses. The Client acknowledges that AI-generated content may contain errors or omissions and assumes full responsibility and risk for deploying automated responses to End Users.

13.2 Third-Party Dependencies: The Service relies on third-party infrastructure and platforms including Meta Platforms, Anthropic, Supabase, Curlec, and Hetzner. Polaris shall not be liable for any service interruption, data loss, or other damage caused by the failure, outage, policy change, or unavailability of any third-party service.

13.3 Liability Cap: To the maximum extent permitted by applicable Malaysian law, Polaris's total aggregate liability to the Client arising out of or related to this Agreement — whether in contract, tort, or otherwise — shall not exceed the total subscription fees paid by the Client to Polaris in the six (6) calendar months immediately preceding the event giving rise to the claim.

13.4 Exclusion of Consequential Loss: Polaris shall not be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, including but not limited to loss of revenue, loss of profits, loss of business, loss of data, or reputational damage, even if Polaris has been advised of the possibility of such damages.

14. Indemnification

The Client agrees to indemnify, defend, and hold harmless Polaris, its officers, directors, employees, agents, and successors from and against any and all claims, liabilities, damages, losses, penalties, and expenses (including reasonable legal fees) arising out of or connected with: (a) the Client's breach of any term of this Agreement; (b) the Client's violation of Meta's platform terms or any third-party platform policy; (c) claims brought by the Client's End Users arising from the Client's use of the Service; (d) the Client's failure to obtain valid End User consent for messaging; or (e) any unlawful, misleading, or harmful content in the Client's Knowledge Base.

15. SLA Review and Amendments

Polaris reserves the right to review and amend the SLA targets, issue categorization, and any terms of this Agreement at its sole discretion. Where amendments are material, Polaris will provide written notice via email or in-dashboard notification at least fourteen (14) days before the changes take effect. The Client's continued use of the Service after the effective date of any amendment constitutes acceptance of the revised Agreement. If the Client does not accept the revised terms, they may terminate the Agreement in accordance with Section 12.

16. Governing Law

This Agreement shall be governed by and construed in accordance with the laws of Malaysia, without regard to its conflict of law principles. Any dispute, controversy, or claim arising out of or relating to this Agreement, including questions about its existence, validity, breach, or termination, shall be subject to the exclusive jurisdiction of the courts of Selangor or Kuala Lumpur, Malaysia. Both parties agree to attempt to resolve disputes amicably before initiating formal legal proceedings.

Acceptance

By registering for, accessing, or using the Polaris Service, you confirm that you are duly authorized to enter into this Agreement on behalf of your business, and that you accept and agree to be bound by all terms and conditions set forth herein. If you are accepting these terms on behalf of a company or other legal entity, you represent that you have the authority to bind that entity to this Agreement.