Terms of Service

Malachi (“Malachi”, the “Service”) is operated by Huper Technology Pte Ltd, a company incorporated in Singapore (“Huper”, “we”, “us”, “our”). When these Terms refer to “you” or “Customer” we mean the person or entity that accepts these Terms and uses the Service.

If you are accepting these Terms on behalf of a company or other legal entity, you represent that you have authority to bind that entity, and “you” refers to that entity.

Malachi is a software-as-a-service application that connects buyer-facing messaging, order, and returns events from third-party e-commerce marketplaces — currently Shopee, Lazada, and TikTok Shop — to your Zendesk instance. Buyer messages are surfaced as Zendesk tickets; agent replies in Zendesk are posted back to the originating marketplace conversation.

The Service relies on third-party APIs and webhooks operated by the marketplaces and by Zendesk. Their availability, latency, rate limits, and policies are outside our control. We make commercially reasonable efforts to handle their failures gracefully (signature checks, retries, idempotency), but we do not guarantee uninterrupted operation of those third-party systems.

To use the Service you must create an account, keep your login credentials confidential, and ensure that all account information is accurate and up to date. You are responsible for all activity that occurs under your account.

You must promptly notify us at [email protected] of any unauthorised use of your account or any other suspected breach of security.

You authorise Malachi to connect to your marketplace shops and your Zendesk subdomain using OAuth or API credentials that you provide. By connecting an account, you confirm that you are entitled to grant such access and that doing so does not violate the terms of the underlying provider.

Marketplace access tokens, refresh tokens, and Zendesk API tokens are stored encrypted at rest using AES-256-GCM. You may disconnect any connection at any time from your dashboard, in which case we delete the associated tokens promptly. Note that disconnection stops Malachi from acting on the account but does not retroactively remove tickets already created in your Zendesk.

The Service is offered on subscription plans described on the pricing page. Fees are quoted in US Dollars and billed in advance, either monthly or annually, depending on the plan you select.

Payments are processed by Stripe. By providing payment information you authorise us, through Stripe, to charge your payment method for the applicable fees on a recurring basis until you cancel.

Except where required by law, fees are non-refundable. If you cancel a subscription, your access continues through the end of the current billing period and does not auto-renew thereafter.

We may change pricing or introduce new plans on at least 30 days’ notice. Changes take effect at your next renewal; they do not apply mid-term to your current subscription.

“Customer Data” means data and content you submit to the Service, including connection credentials, account settings, message metadata, and any buyer-facing communications that flow through the Service. As between you and us, you own all rights in your Customer Data.

You grant us a worldwide, non-exclusive licence to host, process, transmit, and display Customer Data solely to operate, maintain, and improve the Service for you, and to comply with our legal obligations.

You are responsible for the lawfulness of Customer Data and for obtaining all consents required for us to process it on your behalf. Our processing of personal data is described in the Privacy Policy.

You agree not to, and not to permit anyone to:

• use the Service in violation of any applicable law, marketplace terms, or Zendesk terms;
• send unsolicited bulk messages, spam, malware, or content that is unlawful, infringing, defamatory, or harassing;
• attempt to gain unauthorised access to the Service, other tenants’ data, or any underlying infrastructure;
• probe, scan, or test the vulnerability of the Service except under a written security testing agreement with us;
• reverse engineer, decompile, or attempt to derive the source code of the Service, except to the extent expressly permitted by law;
• resell, sublicense, or otherwise offer the Service to third parties without our written consent.

We and our licensors retain all right, title, and interest in and to the Service, including all related software, branding, designs, and documentation. No rights are granted to you except as expressly set out in these Terms.

Feedback you provide about the Service is non-confidential, and you grant us a perpetual, irrevocable, royalty-free licence to use it without restriction.

You may cancel your subscription at any time from your billing dashboard. We may suspend or terminate your access to the Service if you breach these Terms, if your account is past due, or if we are required to do so by law or by a third-party provider on which the Service depends.

On termination, your right to use the Service ends. We will, on written request made within 30 days of termination, make a reasonable effort to provide an export of your account configuration and metadata. After that period we may delete your data in the ordinary course, subject to any retention required by law.

The Service is provided “as is” and “as available”. To the maximum extent permitted by law, we disclaim all warranties, whether express, implied, statutory, or otherwise, including warranties of merchantability, fitness for a particular purpose, title, and non-infringement.

We do not warrant that the Service will be uninterrupted, error-free, or secure, that defects will be corrected, or that the Service or the servers that make it available are free of viruses or other harmful components.

To the maximum extent permitted by law, neither party will be liable to the other for any indirect, incidental, special, consequential, exemplary, or punitive damages, or for any loss of profits, revenue, goodwill, or data, even if advised of the possibility of such damages.

Each party’s total aggregate liability arising out of or relating to these Terms or the Service will not exceed the amount you paid to us for the Service in the twelve (12) months immediately preceding the event giving rise to the claim.

Nothing in these Terms excludes or limits liability that cannot be excluded or limited under applicable law, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation.

You agree to defend, indemnify, and hold harmless Huper and its officers, directors, employees, and agents from any claim, demand, loss, or damages (including reasonable legal fees) made by any third party arising out of or relating to your Customer Data, your breach of these Terms, or your violation of any law or third-party right.

We may modify the Service or these Terms from time to time. If we make a material change to these Terms, we will notify you by email or in-product notice at least 30 days before the change takes effect, unless the change is required by law or addresses a security issue, in which case we may give shorter notice. Your continued use of the Service after the change becomes effective constitutes your acceptance.

These Terms are governed by the laws of Singapore, without regard to conflict-of-laws principles. The parties submit to the exclusive jurisdiction of the courts of Singapore, except that either party may seek injunctive relief in any court of competent jurisdiction to protect its intellectual property or confidential information.

These Terms, together with the Privacy Policy, constitute the entire agreement between you and us regarding the Service and supersede any prior or contemporaneous agreements on the same subject matter. If any provision is held to be unenforceable, the remaining provisions remain in full force and effect. Neither party may assign these Terms without the other’s prior written consent, except that we may assign these Terms in connection with a merger, acquisition, or sale of substantially all of our assets.

Questions about these Terms? Email us at [email protected].