Terms & Conditions

Introduction

These Terms & Conditions (“Terms”) govern access to and use of the website, software platforms, products and services provided by Voxen AI Technologies (Registration No. 202503139931 (LA0079051-M)) (“Voxen AI”, “we”, “us” or “our”).

Our services include Recovero, our AI-powered collections platform; Voxen AI Voice Platform (VAVP); AI voice agents; AI chat assistants; workflow automation; and related software, integrations and professional services (collectively, the “Services”).

By accessing our website or using our Services, you agree to these Terms to the extent applicable to your activities. If you are acting on behalf of an organisation, you represent that you have the authority to bind that organisation.

For paid or customised Services, the accepted quotation, order form, service agreement, statement of work or other written agreement between Voxen AI and the customer (collectively, the “Customer Agreement”) governs the specific commercial arrangements.

If these Terms conflict with a Customer Agreement, the Customer Agreement takes precedence for the subject matter of that conflict.

If you do not agree to the applicable Terms, you should not use the Services.

1. Eligibility

You must be at least 18 years old and legally capable of entering into binding contracts to establish an account or enter into an agreement for our Services.

If you use the Services on behalf of a company or organisation, you confirm that you have the necessary authority to act on its behalf.

Our business services are intended primarily for legitimate commercial and professional purposes.

2. Services Provided

Voxen AI provides AI-powered software and automation solutions, including:

• Recovero AI Collections Agent
• Voxen AI Voice Platform (VAVP)
• Inbound and outbound AI voice agents
• AI-powered payment reminders and follow-up automation
• AI chat assistants and conversational automation
• Customer relationship management and workflow integrations
• Campaign management, call outcome tracking and operational reporting
• Custom AI implementation, configuration and related professional services

The availability, functionality, usage capacity, integrations and technical specifications of each Service depend on the relevant product configuration and Customer Agreement.

We may introduce improvements, security updates or changes to the Services from time to time.

Where a material change substantially affects contracted functionality, we will provide notice where reasonably practicable and comply with applicable contractual obligations.

We may suspend or modify features when reasonably necessary for security, legal compliance, system integrity or operational reasons.

3. Accounts and Access

Customers and authorised users are responsible for:

• Providing accurate account and registration information
• Maintaining the confidentiality of login credentials
• Restricting access to authorised personnel
• Managing user permissions appropriately
• Promptly reporting suspected unauthorised access
• Ensuring that account activities comply with applicable laws and agreements

Customers are responsible for activities conducted through their accounts, except to the extent caused by Voxen AI's own breach of its obligations or other circumstances for which Voxen AI is legally responsible.

We may restrict or suspend access where reasonably necessary to address suspected fraud, security threats, unlawful activities, material breaches or non-payment, subject to applicable contractual requirements.

4. Customer Data and Data Protection

Customers retain their rights in the information, records and data they provide to the Services (“Customer Data”).

Customers authorise Voxen AI to host, access, process, transmit, store and otherwise handle Customer Data to the extent necessary to provide the contracted Services, perform authorised support activities, maintain security and fulfil applicable legal obligations.

Voxen AI does not acquire ownership of Customer Data merely by processing it.

Customers are responsible for ensuring that:

• Customer Data is obtained and supplied lawfully
• Appropriate privacy notices and consents are provided or obtained where required
• Data supplied for calling campaigns is accurate and appropriately authorised
• Instructions given to Voxen AI comply with applicable laws
• Access to Customer Data is limited to authorised personnel

Where Voxen AI acts as a data processor, we process Customer Data according to applicable contractual arrangements, documented customer instructions and legal requirements.

We may use aggregated or de-identified operational information for legitimate service analysis and improvement only where permitted by applicable law and contractual arrangements, and where individuals cannot reasonably be identified from the resulting information.

Customer Data will not be disclosed or commercially sold to unrelated third parties for their independent marketing purposes.

Retention, return and deletion of Customer Data, including call recordings, transcripts and archived information, are subject to the Customer Agreement, applicable customer instructions, technical capabilities and legal requirements.

Our handling of personal data is further described in our Privacy Policy:

https://voxenai.my/privacy-policy/

5. AI Output and Automated Processing Disclaimer

Our Services use artificial intelligence to generate or process voice conversations, messages, transcripts, summaries, classifications, recommendations and other outputs (“AI Outputs”).

AI Outputs may contain errors, omissions, transcription inaccuracies or incorrect interpretations.

For Recovero and related services, these may include inaccuracies in:

• Customer identification or verification
• Outstanding balance references
• Conversation transcripts
• Promise-to-Pay amounts or dates
• Call outcome classifications
• Follow-up instructions
• Customer responses or dispute records

Customers must implement appropriate oversight and verification procedures, particularly where AI Outputs may influence financial, legal, operational or customer-related decisions.

Recovero is an operational automation tool and does not independently determine the legal validity of debts, authorise enforcement action or make decisions materially affecting individuals without appropriate human review.

Voxen AI does not provide legal, financial or regulated debt-collection advice merely by supplying the Services.

We do not guarantee that AI Outputs will always be accurate, complete, uninterrupted or suitable for a particular purpose.

Nothing in this section excludes responsibility that cannot lawfully be excluded or responsibility expressly accepted under a Customer Agreement.

6. Acceptable Use

Customers and users must use the Services lawfully, responsibly and in accordance with applicable agreements.

You must not use the Services to:

• Engage in fraud, deception or unlawful activities
• Conduct unlawful or abusive debt-collection practices
• Harass, intimidate, threaten or repeatedly contact individuals unlawfully
• Impersonate another person or organisation without authorisation
• Deliberately misrepresent AI agents as human representatives
• Send unlawful spam or unauthorised marketing communications
• Disclose confidential financial or personal information to unauthorised persons
• Attempt to bypass identity-verification or security controls
• Upload unlawfully obtained personal data
• Interfere with the security, stability or availability of the platform
• Introduce malicious code or attempt unauthorised access
• Infringe intellectual property or other third-party rights
• Use the Services in violation of applicable laws or regulatory requirements

Customers must establish appropriate calling policies, escalation procedures and operational controls for their campaigns.

We reserve the right to investigate suspected misuse and take proportionate corrective action, including suspension or termination where justified.

7. Outbound Calling, Marketing and Collections Compliance

Customers using our Services for outbound calling, payment reminders, collections or messaging are responsible for ensuring that their campaigns comply with applicable laws and regulatory requirements.

This includes, where relevant:

• Establishing a lawful basis for processing personal data
• Providing required privacy and call-recording notices
• Obtaining necessary consents or authorisations
• Respecting applicable opt-out and Do-Not-Call requests
• Using appropriate calling hours and contact frequencies
• Maintaining accurate and authorised calling lists
• Preventing harassment, misleading statements and unlawful collection conduct
• Providing suitable procedures for disputes, complaints and human escalation
• Complying with sector-specific requirements applicable to the customer's business

Recovero and other Voxen AI tools may support operational controls, but their availability does not guarantee that every customer campaign complies with applicable laws.

Customers remain responsible for their campaign instructions, underlying account information, collection authority and business decisions.

Voxen AI remains responsible for its own obligations under applicable law and the relevant Customer Agreement.

8. Subscription, Billing and Payment

Fees, implementation charges, subscription periods, payment schedules, usage allowances, renewal arrangements and other commercial terms are specified in the applicable Customer Agreement.

Depending on the Services purchased, charges may include:

• One-time development, setup or implementation fees
• Monthly or periodic subscription fees
• AI processing and usage-based fees
• Additional concurrency or usage capacity charges
• Custom development or integration fees
• Other agreed service charges

No automatic renewal arrangement applies unless expressly provided in the applicable Customer Agreement or otherwise validly agreed by the customer.

Customers are responsible for paying invoices according to the agreed payment terms, including applicable taxes and third-party charges identified in the Customer Agreement.

Where usage-based fees apply, charges may vary according to actual consumption and the agreed pricing structure.

Any changes to contracted fees or billing arrangements will be handled according to the applicable Customer Agreement.

We may suspend Services for material non-payment after any required notice or cure period, subject to the Customer Agreement and applicable law.

9. Cancellation, Refunds and Contract Duration

Subscription duration, cancellation rights, notice periods, early termination charges and renewal arrangements are governed by the applicable Customer Agreement.

Customers may request cancellation through the communication channels specified in their agreement or by contacting Voxen AI.

Unless otherwise agreed:

• Cancellation does not automatically cancel fees already incurred
• Completed implementation or development work remains payable
• Usage-based charges incurred before termination remain payable
• Refund eligibility is determined by the Customer Agreement and applicable law
• Prepaid fees are not automatically refundable solely because a customer chooses to discontinue use

Where the Customer Agreement provides a refund, service credit, trial arrangement or specific termination right, those provisions will apply.

Nothing in these Terms removes any refund or other remedy that cannot lawfully be excluded.

10. Service Availability and Maintenance

We aim to provide reliable and commercially reasonable service availability.

However, AI voice automation and cloud-based services depend on telecommunications networks, internet connectivity, infrastructure providers, AI processing services and other technical systems.

Unless expressly provided in a Customer Agreement or Service Level Agreement (SLA), we do not guarantee:

• Uninterrupted or error-free availability
• A specific connection or answer rate
• Guaranteed delivery of every call or message
• Zero latency or immediate processing
• Continuous availability of third-party integrations
• Specific collection, payment or business outcomes

Planned maintenance, technical incidents, network disruptions or third-party outages may temporarily affect Services.

We will take reasonable steps to manage disruptions and restore affected functionality within our operational capabilities.

Any contractual uptime commitments, support response times, service credits or other performance guarantees are governed by the applicable Customer Agreement or SLA.

11. Third-Party Services and Integrations

Our Services may rely on or integrate with third-party technologies, including:

• Telecommunications and SIP service providers
• Cloud hosting and infrastructure providers
• AI language, speech recognition and voice synthesis providers
• WhatsApp and messaging platforms
• CRM systems
• Payment or billing platforms
• Workflow automation and external software integrations

Third-party services may be subject to separate terms, usage restrictions, pricing structures and technical limitations.

We are not responsible for independent third-party acts or omissions except to the extent that responsibility arises under applicable law or has been expressly assumed under a Customer Agreement.

We do not guarantee that third-party platforms will remain available or maintain unchanged pricing, functionality or policies.

Where changes materially affect contracted Services, we will address them in accordance with the applicable Customer Agreement.

Personal data handled through third-party providers is subject to applicable data-protection obligations and our Privacy Policy.

12. Intellectual Property

All rights, title and interest in Voxen AI's pre-existing software, platforms, source code, algorithms, designs, documentation, branding and proprietary technology remain with Voxen AI Technologies or its licensors.

This includes Recovero, VAVP and related proprietary platform components.

Subject to payment and compliance with the applicable agreement, customers receive a limited, non-exclusive, non-transferable right to access and use the contracted Services for their authorised business purposes during the agreed service period.

Unless expressly authorised in writing, customers may not:

• Copy or reproduce proprietary software
• Reverse engineer or attempt to extract source code, except where such restriction is prohibited by law
• Resell, sublicense or redistribute the Services
• Remove proprietary notices
• Create unauthorised derivative products
• Use Voxen AI's trademarks or branding without permission

Ownership and usage rights for custom-developed deliverables, customer-provided materials and specially commissioned work are governed by the applicable Customer Agreement.

13. Suspension and Termination

Either party may terminate a Customer Agreement according to its agreed termination provisions.

We may suspend or terminate access where permitted by the Customer Agreement or applicable law, including for:

• Material breach of contractual obligations
• Unlawful or abusive use
• Serious security threats
• Fraudulent activities
• Material non-payment
• Other circumstances expressly specified in the Customer Agreement

Where reasonably practicable, we will provide notice and an opportunity to remedy the issue, unless immediate action is necessary for security, legal or operational reasons.

Upon termination:

• Access to the affected Services may cease
• Outstanding fees remain payable according to the Customer Agreement
• Customer Data will be handled according to applicable retention, return and deletion arrangements
• Each party remains responsible for obligations accrued before termination

Provisions intended by their nature to survive termination, including confidentiality, intellectual property, payment obligations, liability limitations and dispute resolution, will continue to apply where legally enforceable.

14. Limitation of Liability

To the fullest extent permitted by applicable law, neither party shall be liable to the other for indirect, incidental, special or consequential losses, including loss of anticipated profits or business opportunities, arising from use of the Services.

Voxen AI does not guarantee specific revenue, collection recovery rates, call connection rates or other commercial outcomes unless expressly agreed in writing.

Subject to applicable law and any different limitation expressly provided in the Customer Agreement, Voxen AI's total aggregate liability arising from a claim relating to the Services shall not exceed the total fees paid by the relevant customer to Voxen AI for the affected Services during the three months immediately preceding the event giving rise to the claim.

This limitation does not apply to liabilities that cannot lawfully be excluded or limited.

Any specifically negotiated liability caps, exclusions or exceptions in a Customer Agreement will take precedence over this section.

Nothing in these Terms excludes liability for fraud or other matters for which exclusion is prohibited by applicable law.

15. Indemnification

To the extent permitted by applicable law, customers agree to indemnify Voxen AI Technologies against reasonable third-party claims, losses, damages, liabilities and expenses arising from:

• Unlawful use of the Services
• Material breach of these Terms or the Customer Agreement
• Unauthorised or unlawful processing of personal data supplied by the customer
• Unlawful calling, messaging or collection instructions
• Infringement of third-party rights through customer-provided materials or instructions
• Fraudulent, abusive or misleading activities carried out through the customer's account

This indemnity does not apply to the extent a claim or loss results from Voxen AI's own breach, negligence, misconduct or other liability for which it is legally responsible.

Any additional indemnification provisions in a Customer Agreement will take precedence where applicable.

16. Governing Law and Jurisdiction

These Terms are governed by and interpreted in accordance with the laws of Malaysia.

Unless otherwise agreed in writing, disputes arising from these Terms or the Services are subject to the jurisdiction of the courts of Malaysia.

Any dispute-resolution procedures specified in a Customer Agreement will apply to the extent relevant.

17. Changes to These Terms

We may revise these Terms to reflect changes in our Services, business practices, technology or legal requirements.

Updated Terms will be published on our website with a revised “Last Updated” date.

Where changes materially affect existing contracted Services, we will provide reasonable notice where required by applicable law or the Customer Agreement.

Changes to these website Terms do not automatically override an existing signed Customer Agreement.

18. Contact Information

For enquiries concerning these Terms or our Services, please contact: