Privacy Policy

1. Who we are and what this policy covers

EZ FLOW LABZ SDN. BHD. ("EZ FLOW LABZ", "we", "us") runs ezflowlabz.com, the booking pages at app.ezflowlabz.com, and a missed call text back service for service businesses (together, the "Service"). This policy explains what personal information we collect, how we use it, who we share it with and the choices you have.

It covers three groups of people: callers and customers of a business that uses the Service, the businesses that sign up, and visitors to our website.

2. Information we collect

2.1 If you call a business that uses the Service

• Your phone number and the date and time of the call.
• A voicemail, if you leave one.
• Any text message you send in reply, including STOP and HELP, and a rating if you reply with one.

2.2 If you book on a booking page we host

• Your name, mobile number and, if asked, your email address and the address where the service will take place.
• The service, date and time you booked, and any note you add.

2.3 If you are a business that signs up

• Your name, business name, email address and phone number.
• The business details needed to register texting with US mobile carriers.
• The content of your booking page, such as services, prices, hours, logo and photos.
• Payment card details, which are collected and held by our payment processor. We do not store full card numbers.

2.4 If you visit our website or book a call with us

• Basic technical data that any website receives, such as your IP address, browser type and the pages you open.
• If you book a call with us, the name, email address and any details you enter in the calendar.
• If you email us, your email address and what you write.
• On ezflowlabz.com only, if you have not opted out: data from the Meta Pixel, a small piece of code from Meta Platforms, Inc. that records that your browser opened one of our pages or finished booking a call with us, together with your browser and device details and a cookie identifier. See section 15.

3. How we use information

• To send the text back after a missed call.
• To take bookings and send booking confirmations, change notices and reminders.
• To honor STOP and HELP replies and keep a record of opt-outs.
• To show a business its missed calls, voicemails and bookings.
• To set up and run a business's account and booking page, and to charge for confirmed bookings.
• To register a business's texting with US mobile carriers.
• To answer questions, keep the Service secure, prevent abuse and meet legal duties.
• To measure whether our own ads work and to show our ads to people who visited ezflowlabz.com (see section 15).

We do not use caller or customer phone numbers for marketing.

4. Text messages (SMS)

When you call a business line that uses the Service, or book through a booking page we host, we collect your mobile number, the time of the call or booking, and the messages you send in reply. We use them only to send the text back after a missed call, booking confirmations, change notices, reminders, a new-time link after a missed appointment and one text after the visit asking how it went, and to honor STOP and HELP replies. If you reply to that last text with a rating, the business sees it.

• No sharing for marketing. We do not sell, rent or share mobile numbers or text messaging consent with third parties or affiliates for marketing or promotional purposes. No mobile information will be shared with third parties or affiliates for marketing or promotional purposes at any time.
• Consent stays with us. The sharing described in section 5 does not include text messaging opt-in data and consent. This information is not shared with any third party, other than the providers that deliver the messages for us (our messaging provider and the mobile carriers).
• The business you contacted. The business you called or booked with can see your number, your voicemail and your booking, because you contacted that business and the messages are sent for it. It may not use the Service to send you marketing.
• Opting out. Reply STOP to any message. We keep a record of the opt-out so that no further texts are sent to your number. Reply HELP for help, or email hello@ezflowlabz.com.
• Cost and frequency. Message and data rates may apply. Message frequency varies with your calls and bookings.

The full text messaging terms are in our Terms of Service.

5. Who we share information with

We do not sell personal information. We disclose it only in these cases:

• The business you contacted. If you call or book with a business that uses the Service, that business sees your call, voicemail, booking details and any rating you give.
• Service providers. Companies that work for us and handle information only on our instructions and under contract: a messaging and voice provider and the mobile carriers, a payment processor, hosting and storage providers, an email provider, and a calendar provider for calls booked with us.
• Advertising on our own website. On ezflowlabz.com, the Meta Pixel sends Meta the page you opened and whether you finished booking a call with us, with your browser details and a cookie identifier, so we can measure our ads and show them to past visitors. Some US state laws call this "sharing" for cross-context behavioral advertising. It never runs on the booking pages we host for businesses at app.ezflowlabz.com, and it never receives your mobile number, your text messaging consent, your answers to our questions or anything you type in the calendar. You can opt out at any time (section 11).
• Legal reasons. When the law, a court or a regulator requires it, or when it is needed to protect the rights, safety or property of our users, the public or EZ FLOW LABZ SDN. BHD., or to detect and stop fraud or abuse.
• Business transfer. If our business is merged, sold or reorganized, information may move to the new owner under the same commitments.

None of these cases allows a third party to use your mobile number or text messaging consent for its own marketing. See section 4.

6. Our role and the business's role

When you call or book with a business that uses the Service, that business decides why and how your information is used for its jobs. We handle that information for the business as its service provider (also called a processor). The business is responsible for its own use of your information outside the Service, and its own privacy notice applies to that use. For our website, for business accounts and for carrier registration, we decide how information is used and this policy applies in full.

7. Why we are allowed to use information

We use personal information because it is needed to provide the Service you asked for (for example to send the text after your call or to take your booking), because you gave your consent (for example by calling a line that uses the Service or by entering your number to book), because the law requires it (for example to keep opt-out and billing records), or because it is needed to run and protect the Service in ways that do not override your rights.

Do you have to give us this information? Giving a mobile number is needed to receive a text back or to book online. If you do not want to give it, you can speak to the business directly instead. Businesses must give the account, registration and payment details marked as required, or we cannot open the account or register texting for them.

8. How long we keep information

We keep personal information only for as long as it is needed for the purposes in this policy, or for as long as the law requires, and then we delete it or make it anonymous. In practice:

• Call, voicemail, text and booking records are kept while the business uses the Service, and are deleted or made anonymous after the business's account is closed, apart from what we must keep.
• Opt-out records are kept for as long as needed so that we keep honoring them.
• Billing and tax records are kept for the period the law requires.
• Records needed to bring or defend a legal claim are kept until the claim can no longer be brought.

9. Security and data incidents

We use reasonable technical and organizational measures to protect personal information from loss, misuse and unauthorized access, such as encryption in transit, encryption of sensitive fields, separation of each business's data and limited staff access. No system is perfectly secure, and we cannot guarantee absolute security.

If a data incident affects your personal information and the law requires notice, we notify the regulator and the people affected within the time the law sets, and we tell the business concerned so it can meet its own duties.

10. Your choices and rights

• Stop texts: reply STOP to any message.
• Access and correction: you can ask what personal information we hold about you, ask for a copy, and ask us to correct it.
• Deletion: you can ask us to delete your personal information. We may keep what the law requires us to keep, such as opt-out and billing records.
• Limit or withdraw consent: you can ask us to stop or limit how we use your personal information, or withdraw a consent you gave. This does not affect what was done before you withdrew it.
• Copy in a usable format: where the law gives you this right, you can ask for your information in a commonly used electronic format.

How to ask. Email hello@ezflowlabz.com with the subject "Privacy request". We may need to confirm who you are before we act, and we may ask a person acting for you to show they have your permission. We answer within 21 days where Malaysian law sets that limit, and in every case within 45 days. If we need more time or cannot do what you ask, we tell you why. If you contacted a business that uses the Service, we may pass your request to that business, because it decides how your information is used for its jobs.

If you disagree with our answer, reply to it and ask for a review. A person who was not involved in the first decision looks at it again and answers within 45 days.

We will not treat you differently, refuse service or change a price because you used any of these rights.

11. Information for people in the United States

• State privacy laws. Depending on the state you live in, you may have the rights in section 10 under your state's law, and a right to appeal our decision as described there. If your appeal is refused, you may contact your state's attorney general.
• No sale. Limited sharing, and how to opt out. We do not sell personal information and have not done so in the past 12 months. Since October 8, 2026 we share internet activity on ezflowlabz.com (pages opened, a finished booking, browser details and a cookie identifier) with Meta for cross-context behavioral advertising, as described in section 5. To opt out, use the Your privacy choices link at the bottom of any ezflowlabz.com page, or turn on Global Privacy Control in your browser. We do not knowingly sell or share the personal information of anyone under 16.
• What we collected in the past 12 months. Identifiers (name, phone number, email address, IP address), commercial information (bookings), audio (voicemails), internet activity on our pages, and for businesses, account and registration details. The sources, purposes and recipients are described in sections 2, 3 and 5.
• Sensitive information. We do not use sensitive personal information to infer characteristics about you.
• Voicemail. A caller who chooses to leave a message after the greeting and the beep is recorded. The greeting tells the caller that a message can be left. The Service does not record live calls between a caller and a business.
• Browser signals. If your browser sends a Global Privacy Control signal, we treat it as a request to opt out of sharing and the Meta Pixel does not load. We do not respond to "Do Not Track", which has no agreed meaning.
• Email. Emails we send to businesses about their account are service messages. Any other email from us carries a way to stop further emails.

12. Information for people in Malaysia

EZ FLOW LABZ SDN. BHD. is a company registered in Malaysia, and we handle personal information in line with the Personal Data Protection Act 2010 as amended (the "PDPA"). This policy is our notice under the PDPA. It tells you what personal data we process and why (sections 2 to 4 and 7), where we get it (from you, from your use of the Service, and from the business you contact), who it is disclosed to (section 5), whether giving it is required (section 7), and how to access, correct or limit it or make a complaint (section 10 and this section).

You may send questions, requests or complaints about your personal data to our data protection contact at hello@ezflowlabz.com. You also have the right to complain to the Personal Data Protection Commissioner of Malaysia.

A Bahasa Malaysia version of this policy is available on request. If the two versions differ, the English version applies to the extent the law allows.

13. Where information is processed

We are based in Malaysia. We and our service providers store and process personal information on servers in Singapore, the United States and other countries where our providers operate. These countries may have data protection laws that differ from the law where you live. When we transfer personal information across borders we take steps the law requires so that it stays protected to the standard in this policy, including contracts with our providers. By using the Service you understand that your information is transferred and processed in this way.

14. Children

The Service is meant for adults. It is not directed to children under 13, and we do not knowingly collect personal information from them. Businesses must be run by someone who is at least 18. If you believe a child has given us personal information, email hello@ezflowlabz.com and we will delete it.

15. Cookies

Our website and booking pages use cookies and browser storage that they need to work, such as keeping a business owner signed in and remembering a booking in progress. On ezflowlabz.com only, unless you opt out or your browser sends Global Privacy Control, we also use the Meta Pixel, which sets Meta cookies (such as _fbp) to measure our ads and show them to past visitors; Meta uses that data under its own privacy policy. The booking pages we host for businesses do not use advertising cookies. We do not use cookies to sell your information. The calendar we embed to book a call is run by its provider and may set its own cookies under its own policy. You can block cookies in your browser, but parts of the Service may then not work.

16. Website chat assistant and demo

Our website has an AI chat assistant, and a demo that lets a visitor see the assistant answer as their own business. This section explains what happens to information you type there.

• What we collect: the messages you type, and any name or email address you choose to give, for example to book a call or build a demo. For a demo we also read public pages of the website address you enter.
• How it is processed: messages are processed by artificial intelligence service providers acting on our behalf (currently Google and Anthropic) to generate replies. Email addresses and phone numbers are removed from the text before it is sent to those providers.
• Bookings: if you book a call, your name and email address are used to create a calendar event and a video meeting invitation through Google Calendar.
• Follow-up: if you build a demo and use it, we may send you one follow-up email about it. You can reply "stop" and we will not write again.
• Retention: conversations with our assistant are kept on our servers for up to 30 days so you can continue them later and so we can improve the service; demos and their conversations are deleted after 7 days; demo contact details are kept for up to 180 days. Your browser stores only a private key to your conversation, not the conversation itself.
• Private links: a conversation can be reopened on another device with its private link. Anyone who has that link can read the conversation, so share it only with people you trust.
• It is an AI: the assistant is automated and can make mistakes. Please confirm important details with us directly.

17. Changes to this policy

We may update this policy. When we do, we change the version and the "Last updated" date at the top of this page. If a change is important, we tell businesses by email.

18. Contact us

See also our Terms of Service.