Terms of Service

1. Your agreement with Matrix Connexion

These Terms govern Prospectly, operated by Matrix Connexion Sdn Bhd (Registration No. 200501031455 (713592-P)), referred to as “Matrix”, “we” or “us”. “You” means the person or organisation subscribing to or using the service. If you act for an organisation, you must have authority to bind it. Account users must be at least 18 and have legal capacity.

These Terms apply when you expressly accept them through registration, an order or another agreement that incorporates them. Merely visiting a public page does not represent acceptance of a paid subscription. A signed agreement takes priority on the matters it expressly covers; the accepted order specifies the plan, currency, fees and billing period. Our Privacy Policy explains personal data processing and is not a waiver of your privacy rights.

2. Service scope and account responsibility

Prospectly provides customer communication tools, including the shared inbox and the channels and AI functions available under your selected plan and configuration. Channel connections require setup and may require separate provider accounts, permissions or charges. Marketing demonstrations are illustrative. Roadmaps, prospective channels and sample screens are not contractual delivery commitments.

You are responsible for your authorised users, access permissions, instructions and activity under your account, except to the extent caused by our breach or failure to meet obligations imposed on us by law. Keep credentials and provider tokens secure, maintain accurate billing contacts and notify us promptly of suspected compromise. Do not share access beyond your purchased entitlement.

3. Lawful use and prohibited conduct

You must have the rights, permissions and lawful basis needed for content you submit, contacts you communicate with, and processing you instruct. Provide appropriate privacy notices, obtain consent where required, respect opt-outs and applicable messaging rules, and ensure that your use complies with applicable laws and provider policies.

Do not use Prospectly for unlawful unsolicited messaging, fraud, phishing, impersonation, harassment, exploitation of minors, malware, unlawful surveillance, infringement of intellectual property or confidentiality, or content that is otherwise illegal. Do not attempt unauthorised access, bypass limits or payment controls, disrupt the service, or reverse engineer protected software except where applicable law expressly permits it.

Do not use the service as an emergency system or as the sole basis for decisions with legal, medical, financial or similarly significant consequences. Regulated or sensitive use requires your prior assessment and any necessary written arrangements with us; an ordinary subscription does not establish that the service satisfies your industry-specific requirements.

4. AI outputs and human oversight

AI may produce incomplete, inaccurate, inappropriate or non-unique responses, including when supplied with business knowledge. You must assess suitability, configure permissions and sources, test the setup and provide appropriate human oversight before relying on or sending outputs. Automated replies may be sent when you enable them; human review is not implied for every response.

We do not guarantee a particular answer, model, business outcome, sales result or error-free operation. You remain responsible for business representations, commitments and decisions made using the service, subject to Matrix’s own legal and contractual responsibilities. Our service is not professional advice, and AI disclaimers do not excuse our fraud or obligations that cannot lawfully be excluded.

5. Messaging, AI and other third-party services

Third-party services have their own terms, privacy practices, approvals, availability, usage rules and charges. You are responsible for permissions and terms applicable to accounts you connect. A subscription does not guarantee provider approval, delivery of every message, an unrestricted messaging window or freedom from provider suspension.

Providers can change or withdraw access, models or functionality. We may adapt an integration accordingly and will communicate material effects where reasonably practicable. Matrix is not responsible for an independent provider’s acts solely because it integrates with Prospectly; this does not exclude responsibility for our own acts or duties relating to service providers we engage.

6. Plans, trials, renewal and payment

The catalogue and checkout show the selected plan’s price, currency, billing period, trial (if any), allowances and applicable taxes. A 14-day trial is available only where stated for that plan; a payment card is required where shown. Unless the accepted order says otherwise, subscriptions renew automatically for the displayed billing period and payment is collected using the authorised payment method.

Cancel before the stated trial end or renewal time if you do not want the next charge. Use the billing cancellation controls available to your account; if access is unavailable, contact [email protected] promptly with the account details. Cancellation normally takes effect at the end of the current period as shown by the cancellation confirmation. Simply stopping use or disconnecting a channel does not cancel a subscription.

Included AI and other allowances are limited to your plan. BYOK, messaging and other provider fees may be charged separately. You authorise the subscription payments and additional charges you expressly accept; these Terms do not authorise undisclosed overage charges. Plan changes take effect with the price and timing shown when confirmed.

Fees already paid are generally non-refundable for unused time or allowances unless an accepted order, a remedy in these Terms or applicable law requires otherwise. Duplicate, erroneous or disputed charges should be reported promptly for investigation. Nothing here limits a lawful payment dispute or mandatory refund right. Future price changes require advance notice and apply prospectively at a renewal or accepted change; you may cancel before the new price applies.

7. Your content and our intellectual property

You retain your rights in your content. You grant Matrix a limited right to host, copy, process, transmit and display it as necessary to provide the service, follow your lawful instructions, maintain security, provide authorised support and comply with law. This permission does not transfer ownership or authorise unrelated advertising, resale or general-purpose model training by Matrix.

Third-party provider processing is governed by the applicable arrangements described in the Privacy Policy and any agreed data-processing terms. Do not assume that an AI output is unique, copyrightable or free of third-party rights. You must assess your intended use of outputs.

Matrix and its licensors retain rights in Prospectly, its software, documentation and brand. You receive a limited, non-exclusive, non-transferable right to use the service during your subscription within your entitlement. No reseller, white-label or ownership rights arise unless separately agreed in writing. You may choose to provide feedback; we may use it to improve the service without using your confidential customer content as public feedback.

8. Confidentiality and personal data

Each party must protect non-public information received from the other that is identified as confidential or reasonably understood to be confidential, use it only for the service relationship, and disclose it only to people or providers who need it and are subject to appropriate obligations. Exceptions cover information lawfully public, already known without restriction, independently developed or lawfully obtained elsewhere. Legally required disclosure is permitted, with notice where lawful and practicable.

Customers determine the purpose of their workspace content processing and must give lawful instructions. Matrix remains responsible for the duties that apply to its own role under data-protection law. Neither party can transfer away its statutory duties through these Terms. Where needed, a written data-processing agreement should establish instructions, security, assistance, subprocessors, international transfers and return or deletion arrangements before the relevant processing begins.

9. Availability, changes and support

We use reasonable care and skill to provide the service. Maintenance, incidents, network failures, provider limitations or other disruptions can affect availability. Unless separately agreed in writing, no specific uptime, support response time, recovery objective or service credit is promised.

We may improve or change the service. For a material reduction of a core paid function within a prepaid term, we will provide reasonable notice where possible and an appropriate remedy, which may include a workaround or cancellation of the affected service with a proportionate refund of unused prepaid fees. Urgent security, legal or provider changes may require immediate action. Preview or beta functionality is optional, may change or be withdrawn, and should not be relied on as a production commitment.

10. Suspension, termination and your information

We may restrict or suspend access where reasonably necessary to address non-payment, material breach, credible security risks, unlawful use or binding legal or provider requirements. Where safe and practicable, we will explain the reason and allow a reasonable opportunity to resolve it. Restrictions should be proportionate to the issue; urgent risks may require immediate action.

Either party may terminate for a material breach that is not remedied within 14 days of written notice, where capable of remedy. We may terminate immediately where continued provision would be unlawful or create a serious security or safety risk. If we discontinue the paid service for reasons other than your breach, we will provide reasonable notice and refund the unused prepaid portion of the discontinued service.

After termination, access ends and outstanding undisputed charges remain payable. Arrange copies of necessary information before access ends and contact support about available assistance. Account closure is not an immediate erasure of all data; retention, deletion and legal holds are addressed in the Privacy Policy and any written agreement. We do not promise indefinite storage or retrieval after termination.

11. Allocation of risk and liability limits

To the fullest extent permitted by law, neither party is liable to the other for indirect or consequential loss, or loss of profit, anticipated savings, business opportunity or goodwill arising from the service. Subject to the exceptions below, Matrix’s aggregate liability arising out of or relating to the service is limited to the fees paid or payable by you for the affected service in the 12 months immediately before the event giving rise to the claim. Related events are treated as one claim for this limit.

These exclusions and limits do not apply to fraud, fraudulent misrepresentation, wilful misconduct, death or personal injury caused by negligence, or any liability or statutory remedy that cannot lawfully be excluded or limited. They do not prevent refunds expressly promised in these Terms or required by law, and do not restrict the powers of a regulator. No clause excludes mandatory consumer guarantees or privacy rights where applicable.

Subject to those protections and our express commitments, we disclaim other warranties to the extent legally permitted, including an implied guarantee of fitness for a particular purpose or uninterrupted, error-free operation. You should assess whether the service and plan are suitable and maintain appropriate independent copies of critical records.

12. Third-party claims caused by misuse

To the extent permitted by law, you will indemnify Matrix against reasonable third-party claims, damages and legal costs to the extent directly caused by your unlawful content, infringement of another person’s rights, unlawful processing instructions or material breach of the acceptable-use requirements. This does not cover the portion caused by Matrix’s own breach, negligence or misconduct.

We must notify you promptly of a claim, provide reasonable cooperation and take reasonable steps to mitigate loss. You may control the defence with suitably qualified counsel, but may not agree to a settlement that admits fault for Matrix or imposes non-monetary obligations on us without our reasonable consent. Delayed notice reduces your obligation only to the extent it prejudices your defence.

13. Disputes, governing law and general terms

Malaysian law governs these Terms. The courts of Malaysia have jurisdiction, subject to any mandatory law or right to use another competent court, tribunal or regulator. Before litigation, the parties should attempt in good faith to resolve a dispute through the contact details below; this does not delay urgent relief or mandatory claim deadlines.

Neither party is responsible for delay caused by events reasonably beyond its control, provided it takes reasonable steps to limit the effects. This does not excuse payment already due or duties the law requires notwithstanding such an event. If a clause is unenforceable, the remaining Terms continue to the extent legally possible. A failure to enforce a right is not a waiver.

You may not assign your subscription without our written consent, not to be unreasonably withheld. Matrix may transfer the agreement as part of a genuine reorganisation or business transfer if your protections are not materially reduced and you receive notice. These Terms, the accepted order and any applicable signed agreement form the agreement for the service; a specific written agreement prevails on its subject matter.

14. Changes to these Terms and notices

We will give reasonable advance notice of material changes by email or within the service, including their effective date. Materially adverse changes normally apply at renewal or after express acceptance; you may cancel before they take effect. Changes required by law or urgently needed for security may take effect sooner with an explanation where practicable. Changes do not retrospectively remove accrued rights or authorise new charges.

Service and contractual notices: [email protected] (identify the message as a Prospectly legal or contractual notice). Privacy: [email protected]. You may also write to Matrix Connexion Sdn Bhd, Unit 50-7-7, 7th Floor, Wisma UOA Damansara, 50, Jalan Dungun, Damansara Heights, 50490 Kuala Lumpur, Malaysia. Keep your account email current so we can deliver service notices.