Terms of Service

Version 2026-11-06 · Digital Innovation Studio PLT

These terms govern the use of PhoneSupport, a service provided by Digital Innovation Studio PLT, Malaysia ("we"), to the operator of an online store ("you"). You accept them when you activate the plugin. The service is meant for businesses.

1. The service. PhoneSupport consists of a free WordPress plugin, released under the GPL licence, and a hosted service that provides an AI voice assistant to your store's visitors. Conversation time is measured in minutes.
2. Your account. Each site has its own account, linked to a verified email address. Sites connected with the WordPress plugin also have an API key: keep it confidential. With the same email you can manage all your sites from the dashboard at www.phonesupport.app/app, signing in with a code sent by email. You are responsible for what happens with your account.
3. Sites with the snippet. You may install the widget only on sites you are authorised to manage. To let the assistant answer, we read the publicly available pages of the site you register (respecting its robots.txt) and use them only to provide the service to you.
4. Free trial. After verifying your email you get 10 free minutes, once per email address. We may refuse or end trials that are being abused.
5. Subscription. The subscription costs USD 29.90 a month, or USD 299 a year (2 months free), and includes 100 minutes for each month. It renews automatically at the end of each period (month or year) until you cancel. Included minutes expire at the end of each month, also on the yearly plan. Any applicable taxes are shown at checkout.
6. Top-ups. Top-up minutes never expire but can only be used while the subscription is active. If the subscription ends, unused top-up minutes are kept for one year and come back if you subscribe again within that time; after that they are lost.
7. Automatic top-up. If you turn it on in the dashboard, giving your explicit consent, whenever your credit drops below 10 minutes we charge the top-up you chose to the card on your subscription, up to the monthly limit you set. You receive a receipt and an email for each top-up. If a charge fails or the bank asks for confirmation, automatic top-up is paused until you turn it back on. You can turn it off at any time.
8. Payments and cancellation. Payments are handled by Stripe. You can cancel at any time from the plugin dashboard: the subscription stays active until the end of the period already paid. Paid periods and used minutes are not refundable, except where the law requires it. If a payment is disputed, the account may be suspended until the dispute is resolved.
9. Acceptable use. Use the service lawfully. Do not instruct the assistant to deceive visitors, to hide that it is an AI, to impersonate people or to give illegal, harmful or discriminatory content. Do not attempt to overload, bypass or reverse-engineer the service or its limits. We may suspend accounts that break these rules.
10. Answers given by the assistant. The assistant answers using the information and instructions you provide and AI models that can make mistakes. It cannot complete orders or take payments; on WooCommerce, if the store allows it, it can add products to the visitor's cart when asked, and the visitor then reviews the cart and pays on their own. You are responsible for the content you provide and for your relationship with your customers; check the call transcripts and keep your store information up to date.
11. Personal data. For the data of your visitors and customers you are the controller and we are the processor, under the Data Processing Agreement. Our Privacy Policy explains how we handle your own account data.
12. Availability and changes. We work to keep the service available but do not guarantee uninterrupted operation. We may improve or change features. Price changes are announced by email at least 30 days in advance, and you can cancel before they apply.
13. Liability. The service is provided "as is". To the extent permitted by law, we are not liable for indirect or consequential damages, such as lost sales, and our total liability is limited to the amounts you paid us in the 12 months before the event.
14. Termination. You can disconnect your site and cancel at any time. We may terminate the service if you seriously breach these terms. After termination, data is deleted as described in the Data Processing Agreement.
15. Changes to these terms. We may update these terms. Material changes are announced by email or in the dashboard; continuing to use the service after they take effect means you accept them.
16. Governing law. These terms are governed by the laws of Malaysia. Any mandatory protection granted to you by the law of your country is not affected.

Contact and privacy: [email protected]