Terms of Service
The agreement between your business and ours. Written to be read, not to be survived.
1. Who this is between
These terms are an agreement between the operator of Boka and the business subscribing to Boka. By using the service you accept them. If you are agreeing on behalf of a company, you confirm you are authorised to bind it.
2. What we provide
Boka answers calls and messages directed to it, books appointments into the calendar you connect, takes messages, and shows you a record of every conversation. What is included depends on your plan.
We may improve or change how the service works. If we remove something you rely on, we will give you 30 days’ notice by email, and you may cancel without penalty if the change materially reduces what you are paying for.
3. What you need to do
- Give us accurate business details, and keep them current.
- Keep your dashboard logins secure, and tell us promptly if one is compromised.
- Make sure you are entitled to route your phone number to us and to connect the calendar you connect.
- Use the service lawfully — see section 4.
4. What you must not do
- Use Boka for unsolicited marketing calls, or to contact anyone on a do-not-call register.
- Impersonate another business, or configure the assistant to deny being an AI when a caller sincerely asks.
- Configure it to give medical, legal or financial advice. Boka books appointments and takes messages; it is not qualified to do anything else, and neither of us wants to defend a diagnosis it improvised.
- Resell the service without a written agreement with us.
- Attempt to extract the underlying models, or reverse-engineer the service.
Serious or repeated breach lets us suspend the service. We will tell you why, and give you a chance to fix it where the circumstances allow.
5. Call recording is your obligation
This is the clause most likely to matter to you, so it is not buried. Where recording is enabled on your account, you are the one who must have a lawful basis for recording your callers.
We provide the tooling: an automatic recording notice announced at the start of every call, in your primary language, which you can reword; the ability to turn recording off entirely; and a per-call record of what was announced. Using that tooling correctly is your responsibility, and you agree to indemnify us against claims arising from your failure to do so — including a claim brought because you replaced the standard notice with wording that does not disclose recording.
6. Your data
Your business data, your call recordings, your transcripts and your customer records remain yours. We process them to run the service and as described in our Privacy Policy.
We do not use your call recordings or transcripts to train publicly available AI models. You can export your data at any time while your account is active.
7. Fees
- Plans are billed monthly in advance and include a stated allowance of minutes.
- Minutes beyond the allowance are billed in arrears at your plan’s overage rate.
- Prices exclude SST and any other applicable tax.
- We may change prices with 30 days’ notice. The new price applies from your next billing cycle, and you may cancel before it takes effect.
- Fees already paid are not refundable except where section 8 or Malaysian law says otherwise.
8. Cancelling
You may cancel at any time, effective at the end of the billing month you have already paid for. We may terminate for material breach, or for non-payment more than 14 days overdue after we have told you.
On termination we keep your data available for export for 30 days, then delete it on the schedule in the Privacy Policy.
9. What we do and do not promise
We aim for 99.5% monthly availability, excluding planned maintenance we have told you about in advance and failures at telephony carriers or other upstream providers we do not control.
We do not promise the assistant will be right every time. It is software built on speech recognition and a language model, and it will occasionally mishear a name, misjudge an accent, or take a message where a human would have made a booking. We strongly recommend you review its bookings the way you would a new front-desk hire in their first month. Beyond what is stated here, the service is provided as is.
10. Liability
Nothing here limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited under Malaysian law.
Subject to that, neither of us is liable for indirect or consequential loss, or for lost profits, revenue, goodwill or anticipated savings. Our total liability in any 12-month period is limited to the fees you paid us in that period.
11. Confidentiality
Each of us may learn things about the other that are not public. Neither will disclose them except to people who need to know and are under a similar obligation, or where the law requires disclosure.
12. Changes to these terms
We will give you 30 days’ notice by email before material changes take effect. Continuing to use the service after that means you accept them.
13. Law
These terms are governed by the laws of Malaysia, and the courts of Malaysia have exclusive jurisdiction. If any clause is unenforceable, the rest stands.
14. Contact
Questions about this document: privacy@boka.my.