Lok.chat Privacy Policy

Terms of Service

Last updated: 23 March 2026

1. Agreement to Terms

By accessing or using Lok.chat ("the Platform"), operated by The Gentle Equation Pty Ltd (ABN 97 688 924 307), you agree to be bound by these Terms of Service. If you do not agree to these terms, do not use the Platform. These terms apply to all users, including clinic owners, staff members, and administrators.

2. Description of Service

Lok.chat provides an AI-powered WhatsApp receptionist platform designed for healthcare and aesthetic clinics in Malaysia. The Platform includes:

  • Automated AI responses to patient enquiries via WhatsApp.
  • Appointment booking and management.
  • A web-based dashboard for clinic staff to manage conversations, settings, and patient interactions.
  • Automated follow-up messaging (with patient consent).

3. Account Registration

To use the Platform, clinics must register an account. You are responsible for maintaining the confidentiality of your login credentials and for all activities that occur under your account. You must notify us immediately of any unauthorised use.

Each clinic account may have multiple staff users with different roles (owner, admin, staff). The account owner is responsible for managing user access and permissions.

4. Acceptable Use

You agree not to use the Platform to:

  • Send spam, unsolicited messages, or bulk promotional content without recipient consent.
  • Collect or harvest personal data from patients for purposes unrelated to clinic operations.
  • Violate any applicable law, regulation, or third-party rights, including the Personal Data Protection Act 2010 (PDPA) of Malaysia.
  • Transmit malicious software, viruses, or any code of a destructive nature.
  • Provide medical advice through the AI system. The AI receptionist is not a medical professional and must not be used as a substitute for qualified medical advice.
  • Violate Meta's WhatsApp Business Policy or Commerce Policy.

5. WhatsApp Integration

The Platform integrates with Meta's WhatsApp Business API. By using this integration, you agree to comply with Meta's WhatsApp Business Terms of Service and WhatsApp Business Policy. You are responsible for:

  • Maintaining a valid WhatsApp Business account.
  • Ensuring that your use of WhatsApp messaging complies with Meta's policies and applicable laws.
  • Obtaining and recording patient consent before sending follow-up or promotional messages.

Outside the 24-hour customer service window, messages are sent using pre-approved WhatsApp message templates in compliance with Meta's policies. WhatsApp messaging is subject to Meta's per-conversation pricing. Lok.chat does not control or set these fees.

6. AI-Generated Content

The Platform uses artificial intelligence (Anthropic's Claude AI) to generate responses to patient enquiries. While we strive for accuracy, AI-generated content may occasionally be incorrect or incomplete. You acknowledge that:

  • AI responses are not a substitute for professional medical advice, diagnosis, or treatment.
  • The clinic is responsible for reviewing and supervising AI interactions with patients.
  • The AI is designed to hand off complex, sensitive, or clinical queries to human staff.
  • Conversation data is not used to train or fine-tune AI models. Anthropic's API terms provide that API data is not used for model training.

7. Data and Privacy

Your use of the Platform is also governed by our Privacy Policy, which describes how we collect, use, and protect personal data. By using the Platform, you consent to the data practices described in the Privacy Policy.

Clinics are the data users (controllers) under the PDPA for patient data processed through the Platform. Lok.chat acts as a data processor, processing patient data on behalf of the clinic in accordance with the clinic's instructions. A Data Processing Addendum is available upon request.

Clinics are responsible for registering as data users with the Personal Data Protection Commissioner where required under PDPA Section 14.

8. Service Availability

We strive to maintain high availability but do not guarantee uninterrupted service. The Platform may be temporarily unavailable due to maintenance, updates, or circumstances beyond our control. We will make reasonable efforts to notify users of planned maintenance in advance.

9. Intellectual Property

The Platform, including its software, design, and documentation, is the intellectual property of The Gentle Equation Pty Ltd. You are granted a limited, non-exclusive, non-transferable licence to use the Platform for your clinic operations. You may not copy, modify, distribute, or reverse-engineer any part of the Platform.

Content you create (knowledge base entries, clinic information, service listings) remains your property. You grant Lok.chat a licence to use this content solely for the purpose of providing the Platform's services.

10. Indemnification

You agree to indemnify and hold harmless The Gentle Equation Pty Ltd, its officers, directors, and employees from any claims, damages, losses, or expenses (including legal fees) arising from:

  • Your violation of these Terms of Service.
  • Your misuse of the Platform.
  • Your failure to comply with applicable laws, including the PDPA.
  • Any claim by a third party relating to your use of the Platform.

11. Limitation of Liability

To the maximum extent permitted by law, Lok.chat shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of revenue, data, or business opportunities, arising from your use of the Platform.

Our total liability for any claim arising from these terms shall not exceed the amount you paid to Lok.chat in the 12 months preceding the claim.

Nothing in these terms excludes or limits liability that cannot be excluded or limited under applicable Malaysian or Australian law, including liability for fraud or willful misconduct.

12. Termination

Either party may terminate this agreement at any time. Upon termination:

  • Your access to the Platform will be revoked.
  • We will retain your data for 30 days to allow for data export, after which it will be permanently deleted.
  • Any outstanding fees remain payable.

We reserve the right to suspend or terminate accounts that violate these terms without prior notice.

13. Dispute Resolution

The parties agree to first attempt to resolve any dispute arising from these terms through good-faith negotiation. If the dispute is not resolved within 30 days, it shall be subject to the exclusive jurisdiction of the courts of Malaysia.

These terms are governed by and construed in accordance with the laws of Malaysia.

14. Changes to Terms

We may update these Terms of Service from time to time. Changes will be posted on this page with an updated "Last updated" date.

For material changes, we will notify you via email or in-app notification at least 14 days before the changes take effect. Continued use of the Platform after the notice period constitutes acceptance of the revised terms.

15. Contact Us

If you have questions about these Terms of Service, contact us at:

Email: hello@lok.chat

Operated by: The Gentle Equation Pty Ltd (ABN 97 688 924 307)