Terms & Conditions

1. Definitions

In these Terms and Conditions, the following terms have the meanings set out below:

• "Infrawise", "we", "us", or "our" — refers to Infrawise, a technology consultancy registered in Malaysia, with offices at 40 Jalan Imbi, 55100 Kuala Lumpur
• "Client", "you", or "your" — refers to any individual or organisation using our website or engaging our services
• "Services" — AI recommendation system development, content personalisation, recommendation analytics, and related technical engagements as described on our website
• "Agreement" — these Terms and Conditions together with any project proposal, statement of work, or written engagement confirmation
• "Deliverables" — code, models, documentation, or other outputs produced as part of a service engagement
• "Website" — the Infrawise website accessible at infrawise.live

2. Acceptance of Terms

By accessing the Website or communicating with Infrawise about a potential or active engagement, you agree to be bound by these Terms. If you are acting on behalf of a company or organisation, you confirm that you have authority to bind that entity to these Terms.

You must be at least 18 years of age and legally capable of entering into a binding agreement to use our services. Our services are directed at businesses and professional users; they are not intended for personal or consumer use.

3. Service Description

Infrawise provides AI-driven recommendation system development and analytics services to businesses operating in Malaysia and the wider Southeast Asian region. Our current service offerings include:

• Product Recommendation Engine — development of AI recommendation systems using collaborative filtering, content-based, and hybrid methods for e-commerce and marketplace platforms
• Content Personalisation System — personalisation architecture for media, publishing, and content platforms, including real-time serving infrastructure
• Recommendation Analytics & Tuning — ongoing optimisation, metric tracking, and model refinement for deployed recommendation systems

The exact scope of each engagement is defined in a project proposal or statement of work agreed between Infrawise and the Client prior to commencement. We reserve the right to decline any engagement at our discretion.

Service availability may change without prior notice. We will make reasonable efforts to communicate material changes to active clients.

4. Enquiries and Proposals

Submitting an enquiry through our contact form or sending us an email does not constitute a binding agreement. An engagement is formed only when both parties have agreed on a written proposal or statement of work.

We aim to respond to all enquiries within two business days. We do not charge for initial consultations unless otherwise agreed.

5. Fees and Payment

Service fees are stated in Malaysian Ringgit (RM) unless otherwise agreed in writing. Published prices on the Website are indicative. Final fees are confirmed in the project proposal.

• A deposit of up to 50% of the project fee may be required before work commences, as specified in the proposal
• Remaining fees are invoiced according to the milestone or timeline set out in the project agreement
• Invoices are payable within 14 days of issue unless a different period is agreed in writing
• Late payments may result in a pause of work until outstanding amounts are settled
• Any applicable taxes, including SST under Malaysian law, will be added where required

6. Refunds and Cancellation

Given the bespoke nature of our work, fees for completed milestones are generally non-refundable. However, we handle each situation with fairness and will discuss reasonable adjustments where circumstances warrant.

• If you wish to cancel an engagement, please notify us in writing
• Work completed up to the point of cancellation will be invoiced at the agreed rate
• Deposits are non-refundable once project work has commenced
• If Infrawise is unable to complete an engagement due to circumstances on our side, we will refund any amounts paid for work not yet delivered

7. Client Responsibilities

To enable us to deliver services effectively, you agree to:

• Provide accurate and complete information about your business, data systems, and technical environment
• Ensure that any data you share with Infrawise for use in model development is lawfully obtained and that you have the necessary rights to share it
• Respond to reasonable requests for feedback, approval, or technical access within the timelines set in the project agreement
• Not use Infrawise deliverables in ways that violate applicable law or third-party rights
• Keep access credentials and technical handover materials secure

8. Intellectual Property

Ownership of deliverables is addressed in the project agreement. In general:

• Custom deliverables — code, models, and documentation developed specifically for your project are assigned to you upon receipt of full payment, unless otherwise stated
• Infrawise background IP — pre-existing tools, libraries, frameworks, and methodologies that Infrawise uses during delivery remain the property of Infrawise. Where such components are included in deliverables, a non-exclusive licence is granted for your use in connection with the delivered project
• Website content — all content on the Infrawise website, including text, graphics, and design, is owned by Infrawise. You may not reproduce it without written permission
• Open-source components — any third-party or open-source software included in deliverables is subject to its own licence terms, which we will document and communicate

9. Confidentiality

Both parties acknowledge that confidential information may be exchanged during the course of an engagement. Each party agrees to keep the other's confidential information private and to use it only for the purpose of fulfilling obligations under the Agreement.

Confidentiality obligations do not apply to information that is publicly available, independently developed, or required to be disclosed by law.

If you require a formal non-disclosure agreement before sharing sensitive commercial data, please let us know and we will arrange one prior to disclosure.

10. Data Handling in Engagements

Where you share user behavior data or other datasets with Infrawise for model development purposes:

• You confirm that the data has been collected and may be shared in accordance with your own privacy obligations and Malaysian data protection law
• Infrawise will use the data solely for the purposes of the engagement
• We will not disclose it to third parties without your consent
• Data will be deleted or returned at the end of the engagement, or as specified in the project agreement

For projects involving significant data processing, a separate Data Processing Agreement may be put in place.

11. Disclaimers

Our services are provided with reasonable skill and care. However, we do not warrant that:

• Recommendation models will achieve specific conversion rates, click-through rates, or revenue outcomes — performance depends on many factors beyond model quality, including product catalogue quality, pricing, and marketing
• Systems will operate without interruption or be error-free after handover, as this depends on your own infrastructure and maintenance practices
• Results will meet any specific numerical benchmark unless expressly agreed in writing

The Website and any information provided on it are offered in good faith but without warranty of any kind, express or implied.

12. Limitation of Liability

To the extent permitted by Malaysian law, Infrawise's total liability to you for any claim arising under or in connection with an engagement shall not exceed the total fees paid by you for the relevant service in the twelve months preceding the claim.

We are not liable for indirect, consequential, or incidental losses, including lost revenue, lost data, or lost business opportunity, even if we were made aware of the possibility of such losses.

Nothing in these Terms limits liability for fraud, wilful misconduct, or any liability that cannot be excluded under Malaysian law.

13. Indemnification

You agree to indemnify and hold Infrawise harmless from any claim, cost, or liability arising from: your use of deliverables in breach of these Terms; your failure to ensure data shared with us was lawfully obtained; or your infringement of any third-party rights in connection with the engagement.

14. Acceptable Use of the Website

You may use the Infrawise website for lawful purposes only. You must not:

• Attempt to gain unauthorised access to any part of the website or its underlying systems
• Use automated tools to scrape or collect content without permission
• Submit false or misleading information through our contact form
• Interfere with the availability or security of the website

15. Termination

Either party may terminate an engagement by providing written notice in accordance with the terms set out in the project agreement. Infrawise reserves the right to terminate or suspend services immediately if you breach these Terms and fail to remedy the breach within 7 days of written notice.

On termination, you will pay for all work completed to the date of termination. Sections on intellectual property, confidentiality, liability, and dispute resolution survive termination.

16. Governing Law and Dispute Resolution

These Terms are governed by and construed in accordance with the laws of Malaysia. The courts of Malaysia shall have exclusive jurisdiction to settle any dispute arising out of or in connection with these Terms or any engagement with Infrawise.

Before commencing legal proceedings, we encourage both parties to attempt resolution through direct discussion. We are committed to approaching disagreements constructively and in good faith.

17. General Provisions

• Entire agreement — these Terms, together with any project proposal, constitute the entire agreement between you and Infrawise for the relevant services
• Severability — if any provision is found unenforceable, the remaining provisions continue in effect
• Waiver — failure to enforce any provision does not constitute a waiver of the right to do so in future
• Assignment — you may not assign your rights under an engagement without our prior written consent
• Notices — formal notices should be sent in writing to the addresses set out in the project agreement or to [email protected]

18. Changes to These Terms

We may revise these Terms from time to time. Changes will be posted on this page with an updated date. For active engagements, material changes will be communicated directly. Continued use of our website after any update indicates your acceptance of the revised Terms.

19. Contact

For legal or contractual enquiries, please contact us: