Terms & Conditions

1. Definitions

For the purposes of these Terms:

• "Service" refers to the AI solutions and consulting services provided by Velora
• "Client" or "You" refers to the individual or entity engaging our services
• "We", "Us", or "Our" refers to Velora
• "Website" refers to our website accessible at vellooranb
• "Agreement" refers to these Terms and Conditions along with any specific service agreements

2. Acceptance of Terms

By accessing our website or engaging our services, you confirm that:

• You are at least 18 years of age
• You have the legal capacity to enter into binding agreements
• If representing an organization, you have the authority to bind that organization to these terms
• You agree to comply with all applicable laws and regulations

3. Services Description

Velora provides AI solutions for customer experience enhancement, including:

• Customer Journey AI Audits
• Personalization Engine Design and Implementation
• Sentiment and Feedback Analysis Systems
• Related consulting and support services

Specific service details, deliverables, timelines, and pricing are outlined in individual service proposals and agreements.

We reserve the right to modify, suspend, or discontinue any aspect of our services with reasonable notice to clients.

4. User Responsibilities

When using our services, you agree to:

• Provide accurate and complete information
• Maintain the confidentiality of any account credentials
• Use services only for lawful purposes
• Cooperate with reasonable requests for information needed to deliver services
• Comply with all applicable data protection and privacy laws
• Notify us promptly of any security breaches or unauthorized access

Prohibited Activities

You agree not to:

• Use our services for any illegal or unauthorized purpose
• Attempt to gain unauthorized access to our systems or data
• Interfere with or disrupt the integrity or performance of our services
• Transmit any malicious code, viruses, or harmful content
• Reverse engineer, decompile, or disassemble our software or systems
• Use our services to harm, threaten, or harass others

5. Intellectual Property Rights

Our Intellectual Property

All content, software, methodologies, and materials provided by Velora remain our intellectual property. This includes:

• Proprietary AI algorithms and models
• Software and code developed for services
• Documentation, reports, and analysis methodologies
• Brand elements, logos, and website content

Limited License

Upon full payment, we grant you a limited, non-exclusive, non-transferable license to use deliverables for your internal business purposes as specified in your service agreement.

Client Data and Content

You retain all rights to your data and content. By engaging our services, you grant us a limited license to use your data solely for providing the agreed services.

6. Payment Terms

Service fees are specified in individual proposals and agreements. Payment terms include:

• All fees are quoted in Malaysian Ringgit (RM)
• Payment schedules are outlined in service agreements
• Invoices are due within 30 days unless otherwise specified
• Late payments may incur interest charges at the rate of 1.5% per month
• We reserve the right to suspend services for non-payment

Refund Policy

Refund eligibility depends on the service type:

• Journey Audits: Partial refunds available if cancelled before analysis phase begins
• Implementation Services: Refunds prorated based on work completed
• Specific refund terms are detailed in service agreements
• Refund requests must be submitted in writing to legal@vellooranb

7. Service-Specific Terms

Consulting Services

For consulting and audit services, we provide professional recommendations based on our expertise and the information you provide. Implementation of recommendations is at your discretion.

Implementation Services

For software implementation projects:

• Scope and deliverables are defined in project agreements
• Changes to scope may affect timelines and fees
• Client cooperation and timely provision of information are essential
• Testing and acceptance procedures are outlined in agreements

Ongoing Support

Support and maintenance terms, including response times and coverage, are specified in support agreements.

8. Disclaimers

While we strive for excellence in our services:

• Services are provided "as is" without warranties of any kind
• We do not guarantee specific business outcomes or results
• AI systems may have limitations and require ongoing refinement
• Performance depends partly on factors outside our control
• We are not liable for decisions you make based on our recommendations

Professional Advice Disclaimer

Our services do not constitute legal, financial, or other professional advice. Consult appropriate professionals for such matters.

9. Limitation of Liability

To the maximum extent permitted by Malaysian law:

• Our total liability for any claim shall not exceed the fees paid for the specific service
• We are not liable for indirect, consequential, or punitive damages
• This includes lost profits, data loss, or business interruption
• Liability limitations apply regardless of the form of action

Some jurisdictions do not allow certain liability limitations, so some of these may not apply to you.

10. Indemnification

You agree to indemnify and hold Velora harmless from any claims, damages, or expenses arising from your use of our services, violation of these terms, or infringement of any rights of others.

11. Confidentiality

Both parties agree to maintain confidentiality of proprietary and sensitive information shared during the course of services. This obligation:

• Applies to information marked as confidential or reasonably understood to be confidential
• Does not apply to information already public or independently developed
• Survives termination of the service relationship
• May be subject to exceptions for legal requirements

12. Termination

Either party may terminate services under the following conditions:

• By mutual written agreement
• For material breach not cured within 30 days of written notice
• For non-payment after reasonable notice
• As specified in individual service agreements

Effect of Termination

Upon termination:

• Payment obligations for services rendered remain
• Confidentiality obligations continue
• We will provide deliverables for work completed and paid for
• Access to systems and ongoing services will be discontinued

13. Dispute Resolution

In the event of any dispute:

• Parties agree to first attempt resolution through good faith negotiation
• If negotiation fails, mediation may be pursued before litigation
• Any legal action shall be brought in the courts of Malaysia
• These terms are governed by the laws of Malaysia

14. General Provisions

Entire Agreement

These Terms, together with any specific service agreements, constitute the entire agreement between parties.

Severability

If any provision is found unenforceable, the remaining provisions remain in full effect.

Waiver

Failure to enforce any right does not constitute a waiver of that right.

Assignment

You may not assign these terms without our written consent. We may assign our rights and obligations with notice to you.

Force Majeure

Neither party is liable for delays or failures due to circumstances beyond reasonable control.

15. Changes to Terms

We may update these Terms periodically. When we do:

• We will update the "Last Updated" date
• Significant changes will be communicated to active clients
• Continued use of services constitutes acceptance of updated terms
• Existing service agreements remain governed by the terms in effect when signed

16. Contact Information

For questions about these Terms & Conditions: