OrderLah Merchant Terms of Service (Malaysia)

Draft wording — pending legal review. This document has been published by OrderLah so that it applies, and has not yet been reviewed by a qualified lawyer in this jurisdiction.

OrderLah Merchant Terms of Service — Malaysia

These Terms are a contract between you (the Merchant) and OrderLah MY (OrderLah, *we*, *us*), the OrderLah company that contracts with merchants in Malaysia. The company's registered name, business registration number and registered address are shown with this document wherever it is displayed.

By creating a business on OrderLah, buying a licence, or continuing to use the services after we publish an updated version of these Terms, you agree to them. If you do not agree, do not use the services.

1. What these Terms cover

They govern your access to and use of the OrderLah platform, which may include:

• the OrderLah application on tablets and phones;
• the Kitchen Hub, and the counter, waiter, kitchen and display devices paired

to it;

• QR and browser ordering pages used by your customers;
• menu, order, table and staff management;
• reporting, sales exports and end-of-day closing;
• device pairing and local network operation;
• the cloud relay that makes a shop reachable from outside its own network;
• backup, where you have enabled it;
• the Merchant Portal and Owner dashboard;
• licensing, subscription and billing;
• integrations with third-party payment providers and ordering platforms;
• support.

Not every feature is available on every plan, on every device, or in every country.

2. Eligibility and registration

You may use OrderLah only for a business, and only if the person accepting these Terms is authorised to bind that business. You must give us accurate and current business, registration, contact, outlet and billing information, and tell us when it materially changes.

You are responsible for everything done under your account: your credentials, your staff PINs, the people you authorise, the devices you pair to your Hub, and the actions those devices take. Tell us promptly if you believe an account or a device has been compromised.

3. What OrderLah is, and is not

OrderLah is software. We provide technology that helps you run your shop and lets your customers order from you.

We are not a bank, a card issuer, a financial institution or a payment institution. We do not sell your food. We are not a party to the contract between you and your customer, and we do not hold your sales proceeds.

4. Local-first operation, and what needs the internet

OrderLah is built to keep working when the internet does not. Your Hub holds your menu and your orders, authorises your other devices, and serves your ordering pages over your own Wi-Fi or hotspot. Taking an order, printing a ticket, running the kitchen board and settling a bill in cash do not depend on us being reachable.

Some things do need connectivity, and only these: reaching a shop from outside its own network through the relay, payment-provider connectivity, email, licence purchase and synchronisation, online merchant services, software updates and cloud reporting. Backing up does not — your Hub writes a backup file to a destination you choose, and OrderLah keeps no copy of it.

We do not promise uninterrupted internet or uninterrupted availability of the online parts of the service. You are responsible for your own devices, local network, power and internet connection, and for keeping them in a condition suitable for running a shop.

5. Your responsibilities as a merchant

Your business remains yours. You are responsible for your products and menu items, your prices, availability, descriptions, allergen and dietary information, food safety and quality, licences and permits, staff, taxes, receipts and invoices to your customers, refunds, cancellations, fulfilment, customer service, and compliance with the law that applies to you.

Nothing in these Terms makes OrderLah responsible for any of that.

6. Customer orders

When a customer places an order through OrderLah — at your counter, from a table QR code, or through a connected platform — that order is placed with you. We carry it. You accept it, price it, prepare it, fulfil it, and deal with any refund or dispute about it.

7. Payments

Card and wallet payments are processed by third-party payment providers, not by us. Where you accept them:

• you may need to open your own account with the provider and satisfy its

identity and business verification requirements;

• the provider's own terms, fees and settlement timelines apply to you;
• the provider settles your customers' payments to the account you hold with it;

OrderLah does not receive or hold your sales proceeds;

• a provider outage can stop card payments even when OrderLah is working

normally, and we do not control provider availability.

We never receive your customers' full card numbers or security codes. Card entry happens on the provider's own hosted checkout, or inside the provider's own application on a staff phone. What reaches OrderLah is a payment reference, an amount, a status, the provider's own charge identifier, and the descriptive detail a receipt or a reconciliation needs — the card brand and its last four digits, the wallet or bank used, the country the card was issued in, the authorisation code, and the name the payer gave the provider. That is enough to mark an order paid, print a receipt and settle a dispute, and it is not enough to make a payment with.

Cash, and a printed payment QR code, work with no internet connection at all.

8. Licences

OrderLah is licensed per outlet. A licence entitles one outlet to run OrderLah, including the local devices you pair to that outlet's Hub. We do not charge you for a paired counter, kitchen or display device merely because it exists, unless the plan you chose says so.

Each eligible new outlet gets a 14-day free trial. We send a reminder when about 7 days of the trial remain. When the trial ends you may buy that outlet's first paid licence at the introductory price then offered.

Paid licences run for the term you buy — one, two or three years. We send renewal reminders 7 days, 3 days and 1 day before a licence expires. Licences do not renew automatically and we do not store a payment instrument to charge you with. Renewing is something you do.

Prices, terms and any promotion are shown to you before you buy, in Malaysian ringgit (MYR). They are not stated in these Terms, because the price you pay is the price you were shown at checkout.

9. Trials

A free trial is offered once per eligible outlet. We may decline a trial, or end one, where we reasonably believe trials are being taken repeatedly for the same business or premises to avoid paying. When a trial ends without a licence being bought, that outlet's access to licensed functionality stops; your data is not deleted because a trial ended.

10. Fees and tax

You pay the fees shown to you before purchase. Fees are charged in the currency of the market your business is registered in, by the OrderLah company that sells in that market.

Where sales and service tax (SST) or another tax applies to what we sell you, we add it and show it on your invoice. We charge it only where we are registered and required to; if our invoice shows no tax line, that is because none was due from us.

Tax on what you sell to your customers is yours to determine, charge, report and pay. OrderLah can be configured to calculate and print it; that is a tool, not advice, and configuring it correctly is your responsibility.

11. Acceptable use

Do not use OrderLah to break the law or to help anybody else do so. In particular, do not: attempt to gain access to another merchant's data, accounts or devices; interfere with or overload the service or the networks it runs on; bypass or test security controls without our written permission; introduce malware; impersonate another business or person; misuse our APIs or generate abusive automated traffic; or resell or sublicense the service except as we have agreed in writing.

12. Your data

Your business data stays yours — your menu, prices, outlet information, sales and operational records, the content you upload, and the order and customer information that passes through your shop.

You grant us only the rights we need to run the service for you: to host, transmit, process, synchronise, back up, display and secure that data, and to produce the reports and documents you ask for. We do not sell it, and we do not use your customers' order data to market to your customers.

Much of it never leaves your premises. Where it does — because you use the relay, the portal, backup or cloud reporting — sections 5 and 8 of our Privacy Notice explain where it goes and where it is processed.

13. Our intellectual property

We keep all rights in the OrderLah software, source code, systems, brand, name, logo, designs, documentation, APIs and know-how. You get a non-exclusive, non-transferable right to use OrderLah for your own business for as long as your licence is valid, and nothing more.

14. Third parties

OrderLah works alongside services we do not control: payment providers, hosting and network providers, email providers, device operating systems, app stores, and ordering platforms you choose to connect. Their terms govern your use of them, and we do not promise their availability. Where a connected ordering platform sends us an order, we deliver it to your board; accepting or marking it ready in OrderLah moves your ticket and does not confirm anything to that platform.

15. Updates

We may update the software for security, defect fixes, legal compliance, performance, compatibility or new features. Some updates are required — usually security ones — and we may stop supporting versions that are too old to secure. We will not make an update that removes your ability to keep taking orders locally without telling you first.

16. Availability

We aim to keep the online parts of the service available and do not promise a particular level of uptime. Planned maintenance, emergency maintenance, infrastructure and security work, third-party outages, network failures and events outside our reasonable control can all interrupt them.

17. Suspension

We may suspend your access, in whole or in part, where you have not paid an amount that is due, where we reasonably suspect fraud or unlawful use, where there is a security threat, or where you are in serious breach of these Terms. We will give you reasonable notice and a chance to fix the problem where we can; where the risk is immediate — security, fraud, or a legal requirement — we may suspend first and tell you straight away.

18. Ending the agreement

You may stop using OrderLah at any time; unused time on a paid licence is not refundable except where the law requires it or we agree otherwise. We may terminate for a serious or unremedied breach, or where we stop offering the service in your market, giving you as much notice as we reasonably can.

When your agreement ends, your licensed access stops. Amounts already due remain payable. We keep records we are required to keep — invoices, tax records, security logs — for as long as the law requires, and sections 12, 13, 19, 20, 21 and 23 survive.

19. Getting your data out

Your operational data lives on your Hub, and you can export sales, order, product and menu data from the application at any time as CSV, and download invoices and reports from the portal, for as long as your account is active. We will not hold your business data hostage. We do not promise an export format we have not built; what exists today is what the application's export screens produce.

20. Warranties

We provide OrderLah with reasonable care and skill. Beyond that, and to the extent the law allows, we do not give warranties — the service is provided as it is, and we do not warrant that it will be uninterrupted, error-free, or fit for a purpose you have not told us about. Nothing here excludes a warranty or condition that cannot lawfully be excluded.

21. Liability

Nothing in these Terms limits either party's liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be limited.

Subject to that, and to the extent the law allows: neither party is liable for indirect or consequential loss; and our total liability arising out of or in connection with these Terms in any 12-month period is limited to the fees you paid us for the affected outlet in that period.

We are not liable for lost profits, lost sales or lost goodwill caused by a failure of your own devices, network, power or internet connection, or by a third-party provider's outage.

Note for review. This clause states OrderLah's intended commercial position. It has not been reviewed by a qualified lawyer in Malaysia and should be before this document is published.

22. Indemnity

You will indemnify us against claims brought by a third party — including your customers, your staff and a regulator — arising from your products, your premises, your content, your use of OrderLah in breach of these Terms, or your breach of a law that applies to your business. This does not apply to the extent the claim is caused by our own breach or negligence.

23. Events outside our control

Neither party is liable for a failure to perform caused by something outside its reasonable control, including power and telecommunications failures, industrial action, epidemic, natural disaster, war, and acts of government.

24. Changes to these Terms

We may publish a new version. Where the change is material we will require you to review and accept it before you continue using the account and administration parts of the service, and we will tell you what changed.

A change to these Terms will not stop your shop taking orders. Acceptance is asked of the people authorised to bind your business, on the account surfaces — not of a kitchen screen in the middle of service.

We keep a record of every version you accepted and when, and you can see it in the Merchant Portal.

25. Governing law

These Terms are governed by the laws of Malaysia, and the parties submit to the exclusive jurisdiction of the courts of Malaysia.

If your business is registered in a different country, the OrderLah company for that country contracts with you instead, under that country's version of these Terms.

26. Contact

Support and legal contact details for the contracting company are shown with this document. Write to the support address for anything about your account, and to the legal or privacy address for anything about this document or your data.