Terms of Service.

By using app.onset.my or an ONSET service (the "Service"), you agree to these Terms. If you do not agree, do not use the Service.

ONSET provides AI-powered business operations, including customer response, lead support, content, reporting, document intelligence, payment operations, and controlled workflows. Current package fees, usage credits, and add-ons are shown at onset.my/pricing. Published specialist-service prices and quotation routes are shown at onset.my/services. A customer receives only the services, channels, volumes, and support stated in the signed order form or service order. Supporting infrastructure does not create access to services outside that written scope.

You agree not to:

• Use the Service for unlawful activity under Malaysian or Singaporean law
• Reverse-engineer, scrape, or attempt to bypass authentication
• Submit content that violates PDPA, intellectual-property, or third-party rights
• Use outputs in ways that violate applicable halal, MOH, MCMC, or LHDN requirements
• Attempt to manipulate the Service through prompt injection, credential theft, or access-control bypass

ONSET advises and prepares work. The account's agreed approval rules govern external messages, financial actions, public publication, destructive changes, and other higher-risk activity. These actions are not released outside the approval or cancellation boundary stated for the service.

Prices are in Malaysian ringgit. The applicable order form or service order states the monthly or project fee, setup fee, included ONSET usage credits, approved add-ons, billing period, applicable tax, and any third-party provider charges.

• Starter, Growth, Pro have a 6-month initial term. Growth Pilot has a 3-month initial term. Any different term must be written in the service order.
• Monthly service fees are retainers billed in advance. The setup fee and first monthly retainer are due before onboarding starts. Standard packages do not require a separate one-month security deposit.
• The setup fee covers discovery, account and provider connection, knowledge setup, approval design, configuration, and acceptance testing. It is not refundable after onboarding work starts.
• Custom implementation starts only after the signed service order and its mobilisation payment clear. Unless the service order states another milestone plan, the mobilisation payment is 50% of implementation fees. The first managed-service month is due before go-live.
• ONSET usage credits are service workload units. They are not cash, stored value, LLM tokens, or provider balance.
• Unused-credit rollover is not assumed. Included and top-up credits apply to one monthly billing period and do not roll over unless the service order expressly says otherwise.
• Written approval is required before an additional charge is applied. No top-up, overage, or scope expansion is charged automatically. Top-ups require an active package, written approval, and payment before allocation. They add workload only, not modules, channels, provider balance, or human review.
• Recurring add-ons are billed monthly in advance and follow the remaining term of the base package. One-off add-ons are quoted and paid before delivery starts.
• Customer-owned provider keys are the default. Managed-provider usage is offered only when a written allowance and an enforceable account budget are configured; otherwise it remains unavailable. Unpriced provider calls stay visible and are never presented as zero-cost usage. Customer-owned account charges are paid directly by the customer.
• Provider telemetry is labelled by source: recorded when the provider returns a charge, estimated when ONSET calculates cost from measured usage and a published rate, or unpriced when no reliable rate is available. Telemetry is separate from workload credits and never authorises a customer charge.
• The services catalogue shows the standard starting setup fee for each standalone recurring service. Extra data migration, channels, custom integrations, or unusual security work is quoted before payment.
• Published starting prices and ranges remain subject to the stated fit, data, provider, security, and delivery review. The complete price is confirmed before the order is accepted.

Quoted prices are valid for 30 days from the proposal date unless the quotation states otherwise.

Any availability, maintenance, support-hours, response-time, or service-credit commitment applies only if it is written in the service order. The Trust Centre describes current operational controls and status information; it does not create an additional availability commitment.

To the maximum extent permitted by Malaysian law, our total liability for any claim is limited to the fees paid by you in the 12 months preceding the claim. We are not liable for indirect, incidental, or consequential damages.

A customer may give 30 days written notice that it does not wish to renew, or may terminate on 30 days written notice after the initial term. During the initial term, cancellation takes effect at the end of that term. Remaining base-package fees stay payable unless a written settlement says otherwise. Setup work already started and one-off work already delivered remain payable. We may suspend service for non-payment, provider failure, security risk, or a breach of Section 3. Suspension does not waive amounts already due. On termination, access to the service ends without silently deleting history; data can be exported on request and is then retained or deleted according to the Privacy Policy and applicable law.

These Terms are governed by the laws of Malaysia. Disputes shall be resolved exclusively in the courts of Kuala Lumpur.

We may update these Terms with 30 days advance notice to the account owner. A material price increase or a new sub-processor handling personal data requires the acceptance process stated in the customer agreement.

Marketing Lancers Consultancy Sdn Bhd
Kuala Lumpur, Malaysia
hello@onset.my