Terms of Service

Watson is operated by AlphaSquad X Sdn. Bhd. (Registration No. 202001013104 (1369424-X)) ('Watson', 'we', 'us', or 'our'). These terms apply to the business that registers for Watson ('you', 'your business') and to everyone who uses Watson under your account. If you accept these terms on behalf of a business, you confirm you are authorised to bind it.

The Privacy Policy forms part of these terms. Where a specific written agreement between us and your business says something different, that agreement wins.

Watson is a service for businesses. It is not offered to consumers or to children.

Watson is software that answers calls and messages, books appointments, collects deposits and payments, sends reminders, and runs promotions for your business over channels such as phone, WhatsApp, Messenger, and Instagram, according to the plan you subscribe to and the settings you choose.

Watson works from the business profile you provide and approve: your services, prices, hours, staff, and policies. You are responsible for keeping that profile accurate, because Watson speaks from it.

We improve the service continuously. Features may be added, changed, or retired; where a change materially reduces what your plan includes, we will tell you in advance.

Watson performs administrative work: it answers, routes, books, reminds, and collects. It is not a healthcare provider and it does not give medical advice, triage, or diagnosis, in any conversation, in any language.

If your business is a clinic, dental practice, physiotherapy or chiropractic centre, aesthetics studio, or hospital, you must not configure Watson to give clinical guidance, and you remain fully responsible for all clinical care, professional standards, licensing, and regulatory obligations that apply to your business.

Watson is designed to hand conversations that need a human, including anything urgent or clinical, to your team. You are responsible for staffing that handover: for monitoring alerts and responding to escalations Watson raises.

You must give accurate information when you register and keep it current. You are responsible for what happens under your account, including keeping credentials safe and controlling which of your staff have access.

Tell us promptly at the contact below if you suspect your account has been accessed without authorisation.

You agree to use Watson lawfully and honestly. In particular, you must not:

• Send marketing, broadcasts, or win-back messages to people who have not opted in, or continue after they opt out.
• Use Watson to deceive, harass, or defraud anyone, or to send unlawful, hateful, or harmful content.
• Configure Watson to make claims about your services that are false or that you are not licensed to make.
• Use call recording or conversation logging in a way that breaches Malaysian law or the consent requirements that apply to you.
• Resell, sublicense, or white-label Watson without a written agreement with us.
• Probe, overload, or interfere with the service, or attempt to extract our models, prompts, or source code.

Your use of connected channels must also comply with those platforms' terms, including WhatsApp and Meta business policies. If a platform suspends your account, Watson cannot answer on that channel for you.

We may suspend or limit the service where we reasonably believe these rules are being broken, and we will tell you when we do unless the law prevents it.

You are responsible for your business's own legal and regulatory position. By using Watson, you confirm that your business holds the licences and registrations its operations require, including, where applicable, registration or licensing under the Private Healthcare Facilities and Services Act 1998 and registration as a data controller with the Personal Data Protection Commissioner.

You are responsible for your own privacy notices to your customers. Where the Personal Data Protection Act 2010 requires it, your notices must be in both Bahasa Melayu and English, and they should tell your customers that you use a service provider to handle calls, messages, bookings, and payments on your behalf.

Where you use call recording or conversation logging through Watson, you are responsible for any notice or consent Malaysian law requires you to give the people on those calls and chats.

If your business is required to appoint a data protection officer under the Commissioner's guidelines, that appointment is your responsibility. We can point you to the requirements, but we cannot make the appointment for you.

The conversations, bookings, and customer records Watson handles for your business belong to your business. We process them on your behalf, as described in the Privacy Policy, and never for our own advertising.

Under the Personal Data Protection Act 2010, your business is the data controller for your customers' personal data and we act as your data processor. Our processing on your behalf is governed by our Data Processing Agreement, which forms part of these terms and sets out our security measures, our sub-processors, where data is processed, and how we assist you. You are responsible for having a lawful basis to process your customers' data, including any consent your circumstances require, and for responding to your customers' data requests. We will support you in doing so.

You can export your data as CSV at any time, and request deletion as described in the Privacy Policy.

If we confirm a personal data breach affecting your customers' data, we will notify you within 24 hours and help you meet your own notification obligations to the Personal Data Protection Commissioner and to affected individuals.

Watson is built to answer only from the profile and knowledge you give it, and to say so honestly or escalate when it does not know. Like any AI system, it can still make mistakes: a wrong time, a misunderstood request, an imperfect translation.

You are responsible for reviewing Watson's work through the controls we provide: the dashboard, call logs and transcripts, approval rules for sensitive actions, and human takeover. Set the approval thresholds that fit your risk, and check what matters.

Watson's answers are not professional advice of any kind: not medical, legal, or financial. Decisions made in your business remain yours.

Watson is sold as subscription plans, currently Standard at RM 1,299 per month and Premium at RM 3,999 per month, with a discount for annual billing. Current prices, inclusions, and any usage-based components are shown on the pricing page and at checkout; those shown at your purchase apply to you.

Subscriptions renew automatically at the end of each billing period, monthly or annual, until cancelled. Fees are charged in Malaysian Ringgit and are exclusive of any applicable taxes, which will be added where the law requires.

Watson can be started on a free trial. No card is needed and nothing is charged during it. The trial is limited by usage rather than by a fixed period: it ends once Watson has done a set amount of work for your business, not after a set number of days. Not everything is included; phone answering in particular requires a paid plan. When the trial ends Watson stops answering and your data is kept. Nothing is charged unless you choose a plan.

If a payment fails, we will retry and notify you. If it remains unpaid, we may suspend the service until the account is settled.

We may change prices with at least 30 days' notice. Changes take effect from your next billing period; if you do not agree, cancel before the change applies.

You can cancel any time. Cancellation takes effect at the end of the current billing period: Watson keeps working until then, and you are not charged again.

Except where Malaysian law requires otherwise, and except under the 90-day guarantee below, fees already paid are not refunded for partial periods. Payments your business collects from its customers through Watson are between you and your customers; refunds to your customers are yours to decide and process.

The 90-day guarantee. If Watson has not paid for itself within 90 days of your first payment, we will refund the subscription fees you paid in that period.

Paid for itself means the value Watson produced for your business, as recorded in your dashboard, is at least equal to the subscription fees you paid over the same period. Your dashboard is the record: the bookings Watson made and their value, and the payments it collected. Where that record shows value at or above the fees paid, Watson has paid for itself and this guarantee does not apply.

To claim, all of the following must be true. Setup was completed within the first 30 days: Watson had your business information and was connected to the channels your business uses. Watson was in active use, to its full extent across those channels, for the whole of the 90 days. You raised the problem with us in writing during the 90 days and gave us a reasonable opportunity to put it right. You claim in writing to hello@watson.my, from the account's registered email address, within 90 days of your first payment. And your account is in good standing: fees paid, these terms not breached, and no payment dispute or chargeback raised with your bank or card issuer.

What is refunded: the subscription fees you paid in the 90 days. Not refunded: taxes already remitted, third-party charges we incurred for you including telephone numbers, call and message charges and payment processing fees, and any amounts your business collected from its own customers through Watson.

On a refund the subscription ends: Watson stops, the account is closed, and data is handled as set out in the Privacy Policy. One claim per business, and one per group of businesses under common ownership. The guarantee is not available on a repeat subscription for the same business.

We determine eligibility acting reasonably and by reference to the account record. This guarantee is the exception to the rule above that fees already paid are not refunded for partial periods, and it does not affect rights you have under Malaysian law that cannot be excluded by agreement.

Watson works with services we do not control: telephone carriers, WhatsApp and Meta platforms, payment providers behind FPX, DuitNow, Touch 'n Go, GrabPay, and card payments, and optional integrations such as Google Calendar. Their availability, terms, and fees are theirs, and outages or policy changes on their side can affect what Watson can do for you.

Where an integration needs your authorisation, connecting it tells us you have the right to grant that access.

We own Watson: the software, models, prompts, designs, and brand. Your subscription gives you a limited, non-exclusive, non-transferable right to use the service for your business while these terms apply.

The Watson logo is a registered artistic work with the Intellectual Property Corporation of Malaysia (MyIPO), Copyright Registration No. AR2026E07509, owned by AlphaSquad X Sdn. Bhd. The Watson name and logo identify our service. You may not copy, alter, or reproduce the logo, or use the Watson name or logo to identify any other product or service, without our written permission.

You own your content: your business profile, your customer data, and the materials you provide. You grant us the licence needed to host and process that content to run the service for you, and for nothing else.

Content Watson drafts for your business, such as social posts and replies you approve, is yours to use once published for your business.

We work to keep Watson available around the clock, because that is the point of it, but no online service can promise uninterrupted operation. Maintenance, upgrades, and events beyond our control can cause interruptions; we will keep them short and, where planned, tell you in advance.

Support is provided through the contact below and through your dashboard. Done-for-you onboarding is included with your plan.

You may stop using Watson and cancel at any time. We may suspend or terminate the service for material breach of these terms, for unpaid fees, or where we must by law; where practical we will warn you and give you a chance to fix the problem first.

On termination you can export your data for 30 days, after which we delete it as described in the Privacy Policy. Sections of these terms that by nature survive termination, such as liability, indemnity, and governing law, survive.

Watson is provided on an 'as is' and 'as available' basis. To the extent Malaysian law allows, we exclude warranties not expressly stated in these terms.

To the extent permitted by law, we are not liable for indirect or consequential loss, loss of profits, revenue, goodwill, or data, and our total aggregate liability arising out of or relating to the service is limited to the fees you paid us in the twelve months before the event giving rise to the claim.

Nothing in these terms excludes or limits liability that cannot be excluded or limited under Malaysian law.

You will indemnify us against third-party claims arising from your breach of these terms, your content, your business's services to its customers, or your unlawful use of the service, except to the extent a claim is caused by our own breach.

These terms are governed by the laws of Malaysia, and the courts of Malaysia have exclusive jurisdiction over disputes arising from them, subject to any dispute-resolution process we agree with you in writing.

We may update these terms as the service and the law evolve. For material changes we will give you reasonable advance notice by email or in the dashboard. Continuing to use Watson after a change takes effect means you accept it; if you do not, cancel before it does.

Questions about these terms: email hello@watson.my. For data and privacy matters, see the Privacy Policy.