Terms of Service

These terms are between you and Nexus Aurora (M) Sdn Bhd (1659159-X), a member of the Pioneer Infotech group (“Nexus Aurora”, “we”, “us”). They apply when you use this website and when we provide any service to you.

Most services also have a signed agreement, quotation or statement of work that sets out the scope, price and service levels. If that document conflicts with these terms, that document prevails.

Information on this website is general and may change without notice. It is not an offer to supply a service; prices and scope are confirmed in a quotation or order.

Links to other websites are provided for convenience. We are not responsible for their content or their privacy practices.

A quotation is valid for the period stated on it. An order is formed when you accept a quotation in writing, which includes by email or electronic acceptance, and any deposit the quotation requires has been paid.

• Fees are in Malaysian Ringgit (RM). Unless stated otherwise, prices exclude Sales and Service Tax (SST), which we charge where it applies.
• Invoices are payable within the period stated on the invoice or in your agreement.
• If an amount is overdue, we may suspend the related service after giving you written notice, and late payment charges may apply as stated in your agreement.
• Fees paid for work already performed are not refundable unless your agreement says otherwise. NexusBot fees follow clause 12.

You agree to:

• give us accurate information and tell us when it changes;
• provide timely access, decisions and approvals that we need to do the work;
• keep passwords and access details for our services secure, and tell us promptly if they may have been compromised;
• hold valid licences for any software or content you ask us to install or use; and
• keep your own backups of your data, unless backup is part of the service you have bought from us.

Delays caused by missing information, access or approvals may affect timelines and fees.

We provide services with reasonable skill and care, following the scope in your agreement. Timelines are estimates that depend on you providing what we need on time.

We may carry out scheduled maintenance on services we host or manage, and will give reasonable notice where it could affect you.

Third-party software, cloud services and hardware we supply or resell (for example Microsoft, VMware or network equipment) are subject to the vendor’s own licence terms and warranty. We pass those warranties on to you and help you make claims, but we do not give additional warranties for third-party products.

For project work such as websites, apps, consultancy and structured cabling, we deliver against the scope agreed in writing. You review each deliverable against that scope; reported defects that fall within scope are fixed at no extra cost.

Requests outside the agreed scope are treated as change requests and quoted separately before we do the work.

Workmanship on cabling and installation work is warranted for the period stated in your agreement. The warranty does not cover damage from misuse, alterations by others or events outside our control.

Service levels, response times and uptime commitments for managed IT, monitoring and support services are those set out in your managed services agreement. If we miss a service level, your remedies are those set out in that agreement.

We carry out penetration tests, vulnerability scans and security audits only within a written scope signed by you. By signing it you confirm that you own, or are authorised to have us test, every system in scope.

Testing can occasionally slow down or interrupt systems. We agree testing windows with you to reduce this, and we are not liable for disruption that stays within the agreed scope and method.

When you use our hosting, email or cloud services, you must not use them to:

• store or send anything unlawful, including under the Communications and Multimedia Act 1998;
• send spam or phishing messages, or distribute malware;
• infringe anyone’s intellectual property or privacy; or
• attack, probe or overload other systems or networks.

We may suspend affected content or accounts to stop a breach or protect other customers, and will tell you why. Domain names we register for you are registered in your name where the registry allows.

• Once you have paid in full, you own the custom deliverables we create specifically for you, such as designs, content and source code, unless your agreement says otherwise.
• We keep ownership of our pre-existing tools, methods, templates and reusable components. Where these are part of your deliverables, you receive a non-exclusive, perpetual licence to use them as part of those deliverables.
• Third-party and open-source components remain under their own licences.
• We will only name you as a client or publish a case study about your project with your consent.

• The Trial plan is free for 7 days and does not need a card.
• Paid plans are billed in advance, monthly or annually, through our payment provider Stripe. They renew automatically at the end of each billing period until you cancel.
• You can upgrade or downgrade at any time; changes apply from your next billing cycle.
• Usage above your plan’s limits is charged at the overage rate shown in your account.
• WhatsApp conversation fees charged by Meta are billed to you separately, at cost.
• Our optional done-for-you setup service is a one-off fee of RM2,000. Self-serve setup is free on every plan.
• You can cancel at any time from your account. Your plan stays active until the end of the period you have paid for and then stops. Fees already paid, including for partial months and unused time on annual plans, are not refunded.
• Enterprise plans are governed by their own agreement.

We will tell you in advance before changing the price of your plan; the new price applies from your next renewal.

• You must follow the WhatsApp Business terms and Meta’s messaging and commerce policies, and get your customers’ opt-in before messaging them.
• You are responsible for the messages you send and for the automations, flows and information you set up in NexusBot.
• NexusBot uses AI to draft and send replies. AI replies can be inaccurate, so review your settings and conversations regularly, and do not rely on AI replies for legal, medical, financial or other professional advice.
• We may suspend an account whose use puts a WhatsApp number, our platform or other customers at risk, and will tell you why.
• For the personal data of your customers, you are the data controller and we act as your data processor (see clause 13 of our Privacy Policy).

Each of us will keep the other’s confidential business information private, use it only to perform or receive the services, and share it only with staff, group companies and advisers who need it and are bound by confidentiality. This continues after the services end. We can sign a separate non-disclosure agreement on request.

We handle personal data in line with the Personal Data Protection Act 2010 and our Privacy Policy, which explains what we collect, why, who we share it with and your rights.

We warrant that we will perform services with reasonable skill and care and as described in your agreement. Apart from that, and to the extent the law allows, we give no other warranties, and we do not guarantee that any service will be uninterrupted or error-free.

• We are not liable for indirect or consequential loss, or for loss of profit, revenue, business or data.
• Our total liability for any claim relating to a service is limited to the fees you paid for that service in the 12 months before the claim arose.
• Nothing in these terms limits liability that cannot be limited under Malaysian law.

You agree to compensate us for claims, losses and reasonable costs we incur because of content or instructions you provide, or your breach of clause 10 or clause 13.

• Either of us may end a service as set out in its agreement.
• Either of us may end a service immediately by written notice if the other commits a material breach and does not fix it within a reasonable time after being asked to.
• When a service ends, you pay for work done and fees due up to the end date, and each of us returns or destroys the other’s confidential information on request, except copies we must keep by law.

Neither of us is liable for delay or failure caused by events beyond reasonable control, such as natural disasters, floods, pandemics, government action, power or telecommunications failures, outages at upstream providers, or cyberattacks despite reasonable safeguards.

Our services are supplied for business purposes. To the extent the law allows, the Consumer Protection Act 1999 does not apply to them.

Notices under these terms must be in writing. We send them to the contact details you have given us; send yours to sales@nexus-aurora.com or our office address. Emails and electronic acceptance are valid and binding, as provided under the Electronic Commerce Act 2006.

• These terms and your agreement are the entire agreement between us for the service concerned.
• If any part of these terms is found unenforceable, the rest continues to apply.
• Not enforcing a right straight away does not mean we give it up.
• You may transfer your rights under these terms only with our written consent. We may transfer ours to another company in the Pioneer Infotech group.

We may update these terms from time to time. The date at the top shows the latest version. Changes apply to new orders and renewals, and we will give NexusBot subscribers advance notice of significant changes.

These terms are governed by the laws of Malaysia. We will first try to resolve any dispute through good-faith discussion; if that fails, the courts of Malaysia have jurisdiction.

These terms are available in English and Bahasa Malaysia. If the two versions differ, the English version prevails.