These Terms of Service ("Terms") govern access to and use of COTechEnterprise's websites, applications, dashboards, artificial intelligence chatbot services, WhatsApp integrations, messaging services, live-agent features and related products and services.
COTechEnterprise is operated by C&O Tech Enterprise, a business registered in Malaysia with the Companies Commission of Malaysia (SSM).
In these Terms, "COTechEnterprise", "COTech", "we", "us" and "our" refer to C&O Tech Enterprise trading as COTechEnterprise.
"Customer" means a clinic, healthcare provider, business or organisation that subscribes to or uses COTechEnterprise.
"Authorised User" means an employee, contractor or other person authorised by a Customer to access its COTechEnterprise account.
"End User" includes a patient, prospective patient, customer or other person who communicates with a Customer through a service connected to COTechEnterprise.
By creating an account, subscribing to the Services, connecting a third-party account, or otherwise using the Services, the Customer agrees to these Terms.
1. The COTechEnterprise service
COTechEnterprise provides software and technology designed to help businesses and clinics manage customer communications.
Depending on the Customer's subscription and configuration, the Services may include:
- AI-powered conversational assistants;
- WhatsApp Business integration;
- Meta Embedded Signup integration;
- automated responses;
- clinic information retrieval;
- service and treatment information retrieval;
- operating-hours and clinic-information responses;
- FAQ responses;
- symptom-related informational responses;
- appointment-related communication and handoff;
- human/live-agent takeover;
- conversation management;
- staff access and account administration;
- clinic configuration and knowledge management;
- reporting and operational tools; and
- related functionality introduced by COTechEnterprise from time to time.
Specific functionality may depend on the Customer's subscription, configuration, connected platforms and availability of third-party services.
2. Business use
COTechEnterprise is primarily offered as a business-to-business service.
Customers must use the Services for legitimate business purposes and in accordance with:
- these Terms;
- applicable laws and regulations;
- applicable privacy and data-protection laws;
- Meta and WhatsApp terms and policies where relevant;
- professional and healthcare obligations applicable to the Customer; and
- any additional terms agreed between COTechEnterprise and the Customer.
Customers are responsible for ensuring that their use of COTechEnterprise is lawful in the jurisdictions in which they operate.
3. Account registration
To use certain Services, a Customer must create a COTechEnterprise account.
The Customer agrees to provide information that is accurate, complete and reasonably current.
The Customer is responsible for:
- maintaining accurate account information;
- maintaining the confidentiality of account credentials;
- ensuring only authorised persons access the account;
- assigning appropriate roles and permissions;
- promptly removing access from persons who are no longer authorised;
- maintaining the security of devices used to access COTechEnterprise; and
- notifying COTechEnterprise promptly if unauthorised access is suspected.
The Customer is responsible for activities performed through its account except to the extent such activity results directly from COTechEnterprise's failure to implement reasonable security safeguards.
4. Authorised users
Customers may permit employees or other authorised personnel to use their COTechEnterprise account.
The Customer is responsible for ensuring that its Authorised Users:
- comply with these Terms;
- use the Services only for authorised business purposes;
- protect login credentials;
- respect patient and customer confidentiality;
- access personal information only where reasonably necessary; and
- comply with the Customer's internal policies and applicable law.
COTechEnterprise may restrict or suspend an Authorised User account where necessary to protect the Services, Customers, End Users or other persons.
5. WhatsApp Business and Meta integrations
COTechEnterprise may allow Customers to connect an authorised WhatsApp Business account through Meta's integration mechanisms, including Embedded Signup.
By connecting a WhatsApp Business account, the Customer represents that:
- it owns the account or has appropriate authority to connect it;
- the person completing the connection is authorised to act for the Customer;
- information provided to Meta and COTechEnterprise is accurate;
- the Customer has the right to communicate with its users through the connected account; and
- its use of WhatsApp complies with applicable Meta and WhatsApp policies.
COTechEnterprise may process technical information necessary to operate the integration, including:
- WhatsApp Business Account IDs;
- Meta business identifiers;
- phone-number IDs;
- display telephone numbers;
- access tokens and authorisation credentials;
- webhook events;
- message metadata; and
- associated configuration.
COTechEnterprise uses these permissions and credentials only as reasonably necessary to provide, maintain, troubleshoot and secure the authorised integration.
WhatsApp Business is a third-party service provided by Meta. COTechEnterprise does not control Meta's service availability, approval processes, policies, account restrictions or technical changes.
The Customer remains responsible for compliance with applicable WhatsApp and Meta policies.
6. Messaging and user consent
Customers are responsible for ensuring that they have all notices, permissions, consents and other lawful authority necessary to communicate with End Users through WhatsApp or any other connected channel.
Customers must not use COTechEnterprise to:
- send unlawful unsolicited communications;
- engage in spam;
- impersonate another person or organisation;
- deceive or mislead users;
- circumvent user blocks or opt-outs;
- violate WhatsApp or Meta messaging policies; or
- send content prohibited by applicable law or platform rules.
Where a user requests that communications stop, the Customer is responsible for respecting that request in accordance with applicable law and platform requirements.
7. Clinic information and Customer Content
Customers may provide information for use by the COTechEnterprise assistant, including:
- clinic opening hours;
- contact information;
- locations;
- services;
- prices;
- treatment descriptions;
- appointment requirements;
- payment methods;
- insurance information;
- frequently asked questions;
- policies; and
- other business information.
Collectively, this information and other material supplied by a Customer are "Customer Content".
The Customer retains its rights in Customer Content.
The Customer grants COTechEnterprise a limited right to host, store, process, reproduce and use Customer Content only as reasonably necessary to provide, operate, maintain, secure and support the Services. Any use of personal data for service evaluation or improvement will be handled in accordance with our Privacy Policy and applicable law.
The Customer is responsible for ensuring that Customer Content:
- is accurate;
- is reasonably current;
- is not misleading;
- does not infringe third-party rights;
- may lawfully be provided to COTechEnterprise; and
- is appropriate for presentation to End Users.
COTechEnterprise is not responsible for inaccuracies caused by incorrect, outdated or incomplete information supplied by a Customer.
8. Patient and End User information
Customers acknowledge that communications processed through COTechEnterprise may include personal data relating to patients or other End Users.
Such information may include health-related or other sensitive personal data.
The Customer is responsible for determining whether it is permitted to collect and process End User information and for providing any notices and obtaining any permissions or consents required by law.
Where COTechEnterprise processes End User information on behalf of a Customer, COTechEnterprise processes that information to provide the Services and subject to applicable privacy and contractual obligations.
Further information is available in our Privacy Policy.
9. Artificial intelligence features
Certain COTechEnterprise features use artificial intelligence.
AI systems may:
- classify or interpret user requests;
- retrieve clinic information;
- generate conversational responses;
- summarise or organise information;
- identify possible escalation situations;
- assist with customer-service workflows; and
- perform other functions described within the Services.
Artificial intelligence systems are probabilistic and may occasionally produce incorrect, incomplete, outdated or inappropriate output.
COTechEnterprise does not guarantee that every AI-generated response will be error-free.
Customers should configure, review and supervise their use of AI features in a manner appropriate to their business and risk level.
10. Healthcare and medical limitations
COTechEnterprise provides communication and administrative technology.
Unless explicitly stated otherwise, COTechEnterprise itself is not a healthcare provider and does not provide medical or dental diagnosis, professional healthcare advice or emergency medical services.
AI-generated responses concerning symptoms, dental issues, procedures or treatments are intended to support communication and provide general information based on configured clinic information and system functionality.
They are not a substitute for:
- examination by a qualified healthcare professional;
- professional diagnosis;
- professional treatment planning;
- emergency medical assessment; or
- clinical judgement.
Customers remain responsible for:
- professional healthcare services provided by the clinic;
- clinical decisions;
- diagnosis;
- treatment;
- treatment recommendations;
- prescriptions;
- medical records; and
- compliance with healthcare laws and professional obligations.
Customers should not configure COTechEnterprise in a manner that represents the AI assistant as a licensed healthcare professional where that representation would be inaccurate.
11. Emergencies
COTechEnterprise is not an emergency service.
Customers should maintain appropriate procedures for situations requiring urgent or emergency medical attention.
End Users experiencing a medical emergency should contact appropriate emergency services or seek immediate professional medical assistance.
COTechEnterprise does not guarantee that AI systems will identify every emergency or urgent clinical situation.
Customers must not rely exclusively on COTechEnterprise for emergency triage.
12. Human escalation
Certain configurations may allow an AI conversation to be transferred or escalated to clinic staff or another human agent.
Availability of a human agent depends on the Customer's staffing, operating hours and configuration.
COTechEnterprise does not guarantee that a human agent will be available immediately.
Customers are responsible for:
- staffing their live-support functions;
- setting accurate availability information;
- responding to escalated conversations; and
- determining when professional human review is required.
13. Appointment functionality
COTechEnterprise may assist with appointment enquiries, requests, rescheduling requests, cancellation requests or transfer of appointment-related conversations to clinic staff.
Unless the relevant Customer's implementation explicitly provides confirmed appointment booking functionality, AI-generated appointment communications should not be interpreted as confirmation that an appointment has been successfully created, modified or cancelled.
The Customer remains responsible for maintaining its official scheduling records and confirming appointments with patients.
14. Acceptable use
Customers and Authorised Users must not use COTechEnterprise to:
- violate any applicable law or regulation;
- violate another person's privacy or data-protection rights;
- access information without authorisation;
- send spam or prohibited messaging;
- distribute malware or malicious code;
- attempt to compromise COTechEnterprise infrastructure;
- probe, scan or test system vulnerabilities without written authorisation;
- bypass security or access controls;
- interfere with the operation of the Services;
- reverse engineer the Services except where expressly permitted by law;
- use another Customer's account or data;
- impersonate another business or person;
- use COTechEnterprise for fraudulent or deceptive activity;
- upload content the Customer does not have the right to process;
- use the Services to facilitate unlawful discrimination or harm;
- intentionally provide false or misleading healthcare information;
- use the Services for activities prohibited by Meta or WhatsApp where those platforms are involved; or
- use COTechEnterprise in any manner that creates unreasonable security, legal or operational risk.
We may investigate suspected abuse and restrict or suspend access where reasonably necessary.
15. Data protection and privacy
COTechEnterprise processes personal data in accordance with its Privacy Policy and applicable law.
The Customer is independently responsible for its own compliance with data-protection and privacy obligations.
Depending on the relationship between COTechEnterprise and the Customer, the parties may enter into a separate data-processing agreement or similar document governing processing performed by COTechEnterprise on behalf of the Customer.
Customers must not instruct COTechEnterprise to process personal data in a manner that violates applicable law.
16. Security
COTechEnterprise maintains reasonable technical and organisational safeguards designed to protect the confidentiality, integrity and availability of information processed through the Services.
Customers acknowledge that no internet-connected system can guarantee absolute security.
Customers are responsible for implementing appropriate security measures within their own organisations, including:
- secure devices;
- appropriate staff permissions;
- strong credentials;
- responsible account administration; and
- removal of access when personnel leave the organisation.
Customers must promptly notify COTechEnterprise if they reasonably believe their account or integration credentials have been compromised.
17. Third-party services
COTechEnterprise relies on third-party products and infrastructure that may include:
- Meta and WhatsApp;
- cloud-hosting providers;
- artificial intelligence providers;
- email services;
- database or infrastructure providers;
- payment providers;
- monitoring and security providers; and
- other technology services.
Third-party services may be subject to their own terms and privacy policies.
COTechEnterprise does not control those third-party platforms and is not responsible for failures, restrictions, policy decisions or service changes caused solely by them.
We may replace or modify third-party providers where reasonably necessary to operate the Services.
18. Availability and modifications
We aim to provide reliable Services but do not guarantee uninterrupted availability.
Services may temporarily become unavailable because of:
- scheduled maintenance;
- emergency maintenance;
- infrastructure problems;
- cybersecurity incidents;
- internet failures;
- third-party outages;
- Meta or WhatsApp outages;
- software defects;
- changes required by law or platform policies; or
- circumstances beyond our reasonable control.
COTechEnterprise may modify, improve, replace or discontinue features from time to time.
Where a change materially affects a paid Customer's use of the core Services, we will seek to provide reasonable notice where practicable.
19. Subscriptions and fees
Certain COTechEnterprise Services require a paid subscription.
The Customer agrees to pay the fees displayed or otherwise agreed when subscribing to the relevant plan.
Fees, billing intervals, included functionality and usage allowances may vary by subscription plan.
Unless otherwise stated:
- recurring subscriptions renew according to the selected billing period;
- applicable taxes or charges may be added where required;
- failure to pay amounts when due may result in restriction or suspension of Services; and
- changes to future subscription pricing will be communicated where reasonably appropriate.
Any specific refund, trial or cancellation rights presented during purchase will form part of the applicable subscription terms.
Nothing in these Terms excludes any non-excludable rights available under applicable law.
20. Cancellation
Customers may cancel their subscription in accordance with the cancellation mechanism provided through COTechEnterprise or by contacting customer support.
Cancellation generally prevents future renewal but does not necessarily result in immediate deletion of account data.
Customers wishing to have applicable personal data deleted should follow the procedures described on our Data Deletion Instructions page.
21. Suspension
COTechEnterprise may temporarily restrict or suspend access where reasonably necessary because of:
- non-payment;
- suspected account compromise;
- serious security risk;
- unlawful activity;
- misuse of the Services;
- material violation of these Terms;
- violation of Meta or WhatsApp requirements that affects the integration;
- risk of harm to COTechEnterprise, Customers or End Users; or
- legal or regulatory requirements.
Where reasonably practicable, we will attempt to notify the Customer and provide an opportunity to address the issue.
Immediate suspension may be necessary where delay would create material security, legal or safety risk.
22. Termination
Either party may terminate the service relationship in accordance with the applicable subscription or contractual arrangement.
Following termination:
- the Customer's right to use the Services ends;
- authorised-user access may be disabled;
- connected integrations may be disconnected;
- applicable credentials may be revoked or invalidated;
- outstanding payment obligations remain payable; and
- data will be handled in accordance with our Privacy Policy, Data Deletion Instructions and applicable legal obligations.
Provisions that by their nature should continue after termination will survive termination, including provisions concerning intellectual property, confidentiality, payment obligations, disclaimers and limitations of liability.
23. Intellectual property
COTechEnterprise and its licensors retain all rights in the Services, including:
- software;
- source code;
- system architecture;
- user interfaces;
- designs;
- trademarks;
- logos;
- documentation;
- prompts and workflow systems;
- proprietary technology; and
- other COTechEnterprise materials.
Except for the limited right to use the Services during an active authorised relationship, no intellectual-property rights are transferred to the Customer.
The Customer retains ownership of Customer Content and its own trademarks, business information and materials.
24. Feedback
If a Customer voluntarily provides suggestions, ideas or feedback regarding the Services, COTechEnterprise may use that feedback to develop or improve the Services without restriction or payment, provided that doing so does not grant COTechEnterprise ownership of the Customer's confidential information or personal data.
25. Confidentiality
Each party may receive non-public information belonging to the other party.
Each party agrees to use reasonable measures to protect confidential information and to use such information only for purposes connected with the relationship between the parties.
Confidentiality obligations do not apply to information that:
- is already lawfully public;
- was lawfully known without confidentiality restrictions;
- is independently developed without use of confidential information;
- is lawfully received from another source; or
- must be disclosed under applicable law.
Where disclosure is legally required, the receiving party will, where legally permitted and reasonably practicable, notify the other party.
26. Service output and reliance
Customers acknowledge that software, automation and AI systems may occasionally produce errors.
The Customer is responsible for determining whether human review is appropriate before relying on information generated or displayed through COTechEnterprise for significant business, healthcare, legal or financial decisions.
COTechEnterprise is not responsible for decisions made solely on the basis of inaccurate Customer Content supplied by the Customer.
27. Disclaimer of warranties
To the maximum extent permitted by applicable law, the Services are provided on an "as available" basis.
COTechEnterprise does not guarantee that:
- the Services will always be uninterrupted;
- every response generated by artificial intelligence will be accurate;
- every message will be delivered immediately;
- every third-party integration will remain continuously available;
- the Services will identify every urgent or emergency situation; or
- the Services will satisfy every Customer-specific regulatory requirement without additional Customer configuration or procedures.
Nothing in these Terms excludes warranties or rights that cannot lawfully be excluded.
28. Limitation of liability
To the maximum extent permitted by applicable law, COTechEnterprise will not be liable for indirect, incidental, special, punitive or consequential loss arising from use of the Services, including loss of profits, business opportunities or goodwill.
COTechEnterprise will not be responsible for losses arising solely from:
- inaccurate information supplied by a Customer;
- unauthorised use caused by a Customer's failure to protect credentials;
- clinical decisions made by healthcare providers;
- failure by a Customer to respond to messages or escalations;
- third-party platform outages or restrictions;
- a Customer's violation of law or third-party policies; or
- use of the Services contrary to these Terms.
Any limitation applies only to the extent permitted under applicable law.
29. Indemnity
To the extent permitted by applicable law, a Customer agrees to be responsible for claims, losses or costs arising from:
- the Customer's unlawful use of the Services;
- Customer Content that infringes third-party rights;
- the Customer's violation of applicable privacy or messaging laws;
- unauthorised or unlawful instructions provided to COTechEnterprise;
- the Customer's material breach of these Terms; or
- the Customer's clinical or professional services.
This provision does not apply to the extent a claim results from COTechEnterprise's own unlawful conduct or breach of its obligations.
30. Changes to these Terms
COTechEnterprise may update these Terms where reasonably necessary to reflect:
- changes to the Services;
- legal or regulatory requirements;
- security requirements;
- changes to third-party platforms;
- new functionality; or
- changes to our business practices.
The current version will be published on our website with the applicable "Last updated" date.
Where changes materially affect existing paid Customers, COTechEnterprise may provide additional notice where reasonably practicable.
Continued use of the Services after revised Terms become effective constitutes acceptance to the extent permitted by applicable law.
31. Governing law
These Terms are governed by the laws of Malaysia.
Subject to any rights or procedures that cannot lawfully be excluded, disputes arising from these Terms or use of the Services will be subject to the jurisdiction of the courts of Malaysia.
Before initiating formal proceedings, the parties are encouraged to attempt in good faith to resolve the dispute through direct communication.
32. General provisions
If any provision of these Terms is determined to be invalid or unenforceable, the remaining provisions will continue in effect.
Failure to enforce a provision immediately does not constitute a waiver of that provision.
The Customer may not transfer its rights or obligations under these Terms without COTechEnterprise's consent where such consent is reasonably required.
COTechEnterprise may transfer or reorganise its rights and obligations as part of a merger, restructuring, business transfer or similar transaction, subject to applicable law.
These Terms, together with applicable subscription terms, the Privacy Policy, any Data Processing Agreement and other expressly incorporated agreements, constitute the agreement relating to the Customer's use of the Services.
33. Contact information
Questions about these Terms may be sent to:
C&O Tech Enterprise (COTechEnterprise)
Petaling Jaya, Selangor Darul Ehsan
Malaysia
Email: cotech.startup@gmail.com
Telephone: +60 10-521 2333
Website: www.cotechenterprise.com
Privacy-related enquiries should be handled in accordance with our Privacy Policy.
Requests to delete personal data should follow our Data Deletion Instructions.