Terms of Service

1. Who this agreement is with

These Terms of Service govern your use of the Meikigo platform, including our customer web application and merchant management software. They are an agreement between you and Serpents Capital Solution (trading as "Meikigo"), a registered business partnership in Malaysia under the Registration of Businesses Act 1956 (Registration No. 202603217394 / 003880138-D).

Registered office: F-0203, Emporis Duplex, Psn Surian, Jalan Teknologi, Sek 3, Kota Damansara, 47810 Petaling Jaya, Selangor, Malaysia. Email: support@meikigo.com.

Meikigo provides the software platform that connects customers with independent service shops (such as barbershops and salons). Each shop ("Merchant") is an independent business solely responsible for the services and goods it provides.

2. Customer eligibility and accounts

You must be at least 18 years old to create an individual customer account. We do not provide separate accounts for minors; parents or guardians may book haircuts or services for children through their own account.

One phone number may only be linked to one Meikigo account. We verify your email address with a one-time code sent by email. You are responsible for keeping your login credentials confidential.

3. What the customer app does (and counter payments)

The customer app allows you to view live queues, browse staff and service prices, join walk-in queues, and reserve appointment slots. The customer app does not charge your card; all service and product payments are made directly at the shop counter.

The app does not send push notifications or SMS queue updates; you are responsible for monitoring your ticket status within the app. Transactional emails (receipts and reminders) and cancellation notices are sent automatically.

4. Queueing, bookings, and cancellations

When joining a queue or booking, you must select your specific barber or staff member. The price displayed when you confirm your booking is the price you pay at the counter (excluding any extras added during your visit).

You can cancel a booking in the app before your appointment time at no penalty. Unexcused no-shows may incur loyalty point deductions under the shop’s individual policy.

If a shop cancels your confirmed booking or cannot serve you, no penalty applies to you. The shop will offer priority rebooking for the next available slot, plus optional goodwill loyalty points at their discretion.

5. Loyalty points, rewards, and account deletion

Merchants may offer loyalty points, digital stamp cards, or referral rewards. Points belong to the issuing shop and cannot be transferred across different shops.

If you delete your Meikigo customer account, all unspent loyalty balances and referral credits are permanently forfeited. Before deletion completes, the app displays your remaining balances and requires your active confirmation.

6. Star ratings and reviews

After a completed visit, you may submit an anonymous 1 to 5 star rating for the shop and staff. Ratings are completely anonymous and never displayed alongside your name. Ratings cannot be edited or removed once submitted.

7. Merchant subscriptions and free trial

Merchants subscribe to Meikigo plans (FREE, STARTER, PLUS, or PRO) on recurring monthly or annual billing cycles, with optional add-ons. Prices include Malaysian Service Tax (SST) where applicable.

New Brands receive a 14-day free trial with full PLUS tier features without requiring upfront payment details. At the end of the trial, the merchant must choose a paid plan or the FREE tier; otherwise, the account enters a read-only state.

Customer support is provided on a prompt, best-effort basis during business hours. Meikigo does not provide a guaranteed uptime or response-time SLA in these base terms.

8. Merchant billing, cancellation, and refunds

Subscriptions are billed in advance and are non-refundable by default.

For annual subscriptions, cancelling mid-term allows access until the end of the paid billing year, but does not entitle the merchant to a partial or pro-rata refund. Annual checkout requires a dedicated, unticked confirmation checkbox acknowledging this policy.

Cancelling your subscription does not delete your business records; customer lists and transaction history are preserved so you can reactivate anytime.

9. Payment processing for merchant sales (CHIP)

Customer counter payments made by card or DuitNow QR are processed by our regulated payment partner, CHIP (CHIP Collect for taking payments, CHIP Send for payouts). Cash sales carry zero fees.

Customer payments flow into Meikigo’s CHIP business account, and our system tracks the balance owed to each Brand. Meikigo operates as a technology platform partner under CHIP’s licensing and does not require an independent money services licence.

Payouts are disbursed to the merchant’s bank account on a chosen schedule (bi-daily, weekly, or monthly) via CHIP Send, with the merchant covering payout transfer fees. All available balances are disbursed in full by the end of every calendar month.

Chargebacks and customer payment disputes are borne by the merchant; disputed funds are held during review, and deducted if decided against the merchant.

10. Customer data ownership and merchant lists

Merchants own their customer lists; Meikigo stores this data as a processor on the merchant’s behalf.

If a merchant imports an existing customer list and declares that customers consented to marketing, the merchant bears sole legal responsibility under the PDPA for that representation.

All bulk exports and imports of customer records are logged (who, when, and record counts) to ensure full security and accountability.

11. Data retention, daily backups, and security incidents

Sales transaction data is retained for at least 7 years consistent with Malaysian Inland Revenue Board (LHDN) statutory requirements, even after account deletion.

We perform automated daily database backups retained for 30 days with point-in-time recovery as standard technical precautions.

If a personal data security incident affecting merchant or customer accounts is detected, Meikigo will notify affected merchants within 72 hours of becoming aware of the incident.

12. Meikigo support access and staff permissions

Meikigo support staff may access merchant accounts to provide technical assistance, but every access requires a stated business reason, is time-limited, and is logged. On the PRO tier, support actions are displayed on the merchant’s own audit log.

Merchants manage their own staff role assignments (Admins, Barbers, Cashiers) and are responsible for their staff’s access to customer data.

13. Limitation of liability

Meikigo provides its software on an "as is" and "as available" basis. We are not liable for merchant business decisions, staffing, pricing, lost profits, or disputes between shops and their customers.

To the maximum extent permitted by Malaysian law, Meikigo’s total aggregate financial liability to any subscriber is capped at the fees paid to Meikigo in the 12 months immediately preceding the claim (or RM0 for the FREE plan), with indirect and consequential damages excluded.

14. Governing law and courts

These terms are governed by the laws of Malaysia. Because Meikigo is based in Kota Damansara, Petaling Jaya, any legal dispute that cannot be resolved informally will be decided exclusively by the courts of Malaysia situated in the State of Selangor (such as the Petaling Jaya Subordinate Courts or Shah Alam High Court) or Kuala Lumpur.

15. Contact us

Questions regarding these terms or your subscription can be sent to support@meikigo.com, or mailed to Serpents Capital Solution, F-0203, Emporis Duplex, Psn Surian, Jalan Teknologi, Sek 3, Kota Damansara, 47810 Petaling Jaya, Selangor, Malaysia.