1. About I’M HERE ALWAYS

I’M HERE ALWAYS helps a requester arrange meals, gifts and services for someone they care about through participating merchants. The requester chooses and pays; the recipient receives the experience; the merchant provides it.

Our current service uses manual review and coordination through email or WhatsApp. Customers pay merchants directly. Submitting a form does not create a confirmed booking.

2. Using These Terms

These terms describe the use of our website and arrangement service. Review them and the Privacy Policy before submitting a request or merchant application. Specific booking details and merchant conditions must be agreed before payment.

3. Eligibility

You must have the legal capacity to enter into a binding agreement under applicable law.

If you use I’M HERE ALWAYS on behalf of a company or business, you confirm that you are authorised to act on behalf of that entity.

4. User Responsibilities

When using I’M HERE ALWAYS, you agree to provide information that is accurate, complete and reasonably necessary for the arrangement.

You are responsible for checking details before confirming an arrangement, including:

• Recipient name and contact information
• Participating business
• Date and time
• Number of guests
• Requested services or items
• Personal message
• Payment amount
• Any special request

5. Recipient Information

When you provide information about another person, you confirm that you have a reasonable basis to provide that information for the intended arrangement.

You should not provide unnecessary, misleading or highly sensitive personal information about another person.

6. Participating Businesses

I’M HERE ALWAYS may display participating restaurants, cafés, beauty businesses, retailers, service providers and other merchants.

Participating businesses remain responsible for the products, services and experiences they provide.

A participating business may accept, decline or request changes to an arrangement based on availability and its own operating conditions.

7. Requests and Booking Confirmation

Requests may involve dining, flowers, gifts, beauty or wellness services and other experiences. We review the information and check merchant availability.

A request acknowledgement is not a booking confirmation or payment receipt. Proceed only after the merchant has accepted the arrangement, you have approved the final details, and any agreed payment conditions have been met.

The confirmation should record the merchant, service or item, price, delivery charges, date, location, recipient instructions and cancellation conditions. Material changes require your agreement.

8. Payment — Direct to the Merchant

The requester pays the merchant directly using the payment method agreed with that merchant. The Experience Request form does not collect payment, and I’M HERE ALWAYS does not hold the customer’s payment under the current workflow.

Before paying, confirm the merchant’s identity and payment instructions, total price, deposit or full-payment requirement, delivery charges and any applicable taxes or fees. Keep the merchant’s receipt and your payment reference.

Do not send card details, banking passwords or one-time passwords through our forms or email. Payment-provider conditions may apply to the method chosen by the merchant.

9. Included Items and Additional Costs

Agree the exact items, service, package and amount covered before payment. Delivery and additional purchases are included only where expressly agreed.

Any amount beyond the agreed coverage must be approved by the person responsible for paying it. Do not assume the recipient will pay a balance unless that arrangement has been agreed.

10. Changes and Rescheduling

Requests to change the date, time, venue, guest details or other arrangement information are subject to:

• Merchant availability
• Advance notice
• The type of service or booking
• Any applicable merchant policy
• Any applicable I’M HERE ALWAYS policy

A requested change is not guaranteed until confirmed.

11. Cancellation and Refunds

Ask the merchant for its cancellation and refund conditions before paying. The written booking details should state cancellation deadlines, deposit treatment, rescheduling conditions, any agreed charges, and how eligible refunds will be processed.

There is no single cancellation rule for every merchant or experience. Flowers prepared for a particular date, customised gifts and reserved appointment slots may have different conditions. A restriction must be disclosed before payment; these terms do not impose a blanket non-refundable rule.

Because the merchant receives your payment, direct the refund request to that merchant and copy support@imherealways.com if you need help coordinating. We can assist with communication but cannot independently reverse a merchant payment or promise a refund deadline on its behalf.

Keep the request reference, receipt, agreed conditions and relevant messages. Ask the merchant to confirm the refund decision, amount, method and expected processing time in writing.

Nothing in these terms or a merchant policy removes rights or remedies that cannot lawfully be excluded. Merchant conditions are subject to applicable law.

12. If the Merchant Cannot Fulfil the Arrangement

Contact the merchant and I’M HERE ALWAYS promptly if a confirmed arrangement cannot be fulfilled. We can help coordinate a proposed reschedule, alternative or refund discussion.

A replacement merchant, item, date or service requires the requester’s approval. Refunds for money paid directly to the merchant are handled by that merchant, subject to applicable rights and the agreed arrangement.

13. Receiving the Experience

The merchant may ask for the recipient’s name, booking reference or agreed confirmation message. The required details should be stated before the visit or delivery.

Tell us how and when the recipient may be contacted if this is a surprise. Necessary delivery or appointment coordination may still be needed. Do not assume a surprise can be kept in every circumstance.

14. Personal Messages

Users may be able to include a personal message with an arrangement.

You must not use this feature to send content that is:

• Threatening
• Harassing
• Defamatory
• Fraudulent
• Illegal
• Obscene
• Discriminatory
• Designed to impersonate another person

I’M HERE ALWAYS may remove or refuse content that reasonably appears to violate these terms or applicable law.

15. Prohibited Use

You must not use I’M HERE ALWAYS for unlawful, fraudulent or abusive purposes.

This includes attempts to:

• Use stolen or unauthorised payment methods
• Manipulate bookings or payment records
• Commit fraud
• Impersonate another person or business
• Interfere with website security
• Introduce malicious software
• Access restricted systems without authorisation
• Abuse promotions, credits or refunds

16. Business Partner Responsibilities

Participating businesses are expected to:

• Provide accurate business information
• Keep operating hours reasonably current
• Confirm or decline requests promptly
• Honour confirmed arrangements
• Provide the agreed products or services
• Communicate material changes
• Treat recipients fairly
• Follow applicable laws and regulations

Additional merchant obligations may be contained in a separate Merchant Agreement or Partner Terms.

17. Merchant Commission and Other Charges

The merchant receives the customer’s agreed payment directly. Any platform commission is a separate obligation between the merchant and I’M HERE ALWAYS, recorded in the Merchant Agreement.

The agreed percentage, commission basis, verified completion, seven-calendar-day payment deadline and handling of overdue commissions belong in those merchant terms. No customer payment is automatically split or deducted by this website.

Any additional customer-facing fee must be disclosed and agreed before payment.

18. Offers and Discounts

Any available merchant offer must state its price, inclusions, validity and conditions before confirmation. Do not assume an advertised example or past promotion remains available. Our current workflow does not provide a platform credit wallet or automatic promotional-code checkout.

19. Intellectual Property

The I’M HERE ALWAYS name, branding, website design, logos, text, graphics and platform materials may be protected by intellectual property rights.

You may not copy, reproduce, distribute, modify or commercially exploit protected material without appropriate permission, except where allowed by law.

20. Third-Party Services

I’M HERE ALWAYS may rely on third-party services such as payment providers, hosting companies, communications systems, maps, analytics tools and merchant systems.

These services may have their own terms, privacy policies and operating requirements.

21. Service Availability

We aim to keep the I’M HERE ALWAYS service available and functioning, but we cannot guarantee uninterrupted or error-free access.

Service may occasionally be affected by:

• Maintenance
• System updates
• Network problems
• Payment provider issues
• Merchant availability
• Events beyond reasonable control

22. Limitation of Responsibility

I’M HERE ALWAYS facilitates arrangements between users and participating businesses.

To the extent permitted by law, I’M HERE ALWAYS is not responsible for losses caused solely by:

• Incorrect information supplied by a user
• Independent acts of a participating business
• Recipient failure to attend
• Events beyond reasonable control
• Third-party technical or payment failures

Nothing in these terms excludes liability that cannot lawfully be excluded.

23. No Guarantee of Specific Experience

Images, descriptions and examples on the website may be illustrative.

Actual services, menu items, product availability, seating, timing and experience may differ depending on the participating business and circumstances.

24. Suspension or Termination

We may restrict, suspend or terminate access to the service where reasonably necessary, including where we believe there has been:

• Fraud
• Misuse
• A security threat
• A violation of these terms
• Illegal activity
• Repeated payment disputes

25. Privacy

Personal information is handled in accordance with the I’M HERE ALWAYS Privacy Policy and applicable privacy requirements.

You should read the Privacy Policy together with these Terms & Conditions.

26. Changes to These Terms

We may update these Terms & Conditions as the platform, business model, merchant network, payment arrangements or legal requirements evolve.

Updated terms will be published on this page with a revised “Last Updated” date.

27. Governing Law

These Terms & Conditions are intended to be governed by the applicable laws of Malaysia, subject to any mandatory consumer or other legal protections that apply.

28. Complaints and Disputes

For a problem with the product, service, payment or refund, contact the merchant and provide the booking reference, receipt and relevant details. Contact support@imherealways.com for assistance coordinating the issue.

We encourage early communication, but contacting our support team does not prevent you from using any complaint process or remedy available under applicable law.

29. Operator and Contact Details

Brand: I’M HERE ALWAYS

Legal operator: [INSERT REGISTERED BUSINESS NAME]

Registration number: [INSERT BUSINESS REGISTRATION NUMBER]

Business contact address: [INSERT BUSINESS CONTACT ADDRESS]

Customer support: support@imherealways.com

Merchant support: partners@imherealways.com

Website: imherealways.com · Malaysia

1. 关于 I’M HERE ALWAYS

I’M HERE ALWAYS 帮助申请人通过合作商家，为关心的人安排餐饮、礼物及服务。申请人选择并付款，接收人享用体验，商家提供产品或服务。

目前通过电邮或 WhatsApp 人工审核与协调。客户直接付款给商家。提交表格不代表订单已确认。

2. 本条款的使用

本条款说明网站及安排服务的使用方式。提交体验需求或商家申请前，请阅读本条款与隐私政策。具体订单详情及商家条件须在付款前达成一致。

3. 使用资格

您须具备适用法律规定的订立具约束力协议的法律能力。

如代表公司或商家使用 I’M HERE ALWAYS，您确认已获该主体授权。

4. 用户责任

您同意提供准确、完整且为安排合理所需的资料。

确认安排前，您须检查接收人姓名与联系方式、合作商家、日期与时间、人数、所需服务或物品、个人留言、付款金额及任何特别要求。

5. 接收人资料

提供他人资料时，您确认有合理依据为预定安排提供该资料。

请勿提供他人不必要、误导性或高度敏感的个人资料。

6. 合作商家

平台可展示合作餐馆、咖啡馆、美容商家、零售商、服务提供者及其他商家。商家仍对其提供的产品、服务及体验负责。

商家可根据可用性及自身运营条件接受、拒绝或要求修改安排。需要商家确认的安排，在相关商家接受或确认前，不应视为已完全确认。

7. 需求与订单确认

需求可涉及餐饮、鲜花、礼物、美容或养生服务及其他体验。我们会审核资料并查询商家的可安排情况。

需求确认通知不是订单确认或付款收据。只有商家接受、您同意最终详情，并满足约定的付款条件后，才继续进行。

确认资料应记录商家、服务或物品、价格、配送费、日期、地点、接收人指示及取消条件。重大变更须获得您的同意。

8. 付款 — 直接付给商家

申请人按与商家约定的方式直接向商家付款。体验需求表格不收款，目前流程中 I’M HERE ALWAYS 不保管客户款项。

付款前，请核实商家身份与收款指示、总价、订金或全额付款要求、配送费及适用税项或费用。保留商家收据及付款参考号码。

请勿通过表格或电邮发送银行卡资料、银行密码或一次性密码。商家选择的付款方式可能适用支付服务商的条件。

9. 包含项目与额外费用

付款前，请约定确切的物品、服务、配套及承担金额。配送与额外购买仅在明确约定时才包含在内。

超出约定范围的金额须由负责付款的人同意。除非已约定，请勿假设接收人会支付余款。

10. 更改与改期

更改日期、时间、地点、宾客资料或其他安排详情，须视商家可安排情况、提前通知、服务或订单类型、适用商家政策及适用的平台政策而定。

更改请求在确认前不获保证。

11. 取消与退款

付款前，请向商家了解取消及退款条件。书面订单详情应列明取消期限、订金处理方式、改期条件、约定费用及合资格退款的处理方式。

不同商家或体验没有统一取消规则。为特定日期准备的鲜花、定制礼物与保留的预约时段可有不同条件。限制须在付款前说明；本条款不设一律不退款规则。

商家收取您的款项，因此请向该商家申请退款；如需协助协调，可抄送 support@imherealways.com。我们可协助沟通，但不能独立撤销商家收款交易，或代表商家承诺退款期限。

保留需求参考号码、收据、约定条件及相关信息。请商家以书面确认退款决定、金额、方式及预计处理时间。

本条款及商家政策均不排除依法不得排除的权利或救济。商家条件须遵守适用法律。

12. 商家无法履行安排时

已确认安排如无法履行，请及时联系商家与 I’M HERE ALWAYS。我们可协助协调改期、替代方案或退款讨论。

更换商家、物品、日期或服务须获申请人同意。直接付给商家的款项由该商家处理退款，并受适用权利及约定安排约束。

13. 接收体验

商家可能要求接收人姓名、订单参考号码或约定的确认信息。到店或配送前应说明所需资料。

如属惊喜，请告诉我们何时及如何可联系接收人。仍可能需要必要的配送或预约协调。请勿假设所有情况下均能保密。

14. 个人留言

用户可在安排中加入个人留言。不得发送威胁、骚扰、诽谤、欺诈、违法、淫秽、歧视或意图冒充他人的内容。

对于合理看来违反本条款或适用法律的内容，I’M HERE ALWAYS 可删除或拒绝。

15. 禁止用途

不得为违法、欺诈或滥用目的使用平台。

包括尝试使用盗取或未经授权的付款方式、篡改订单或付款记录、欺诈、冒充他人或商家、干扰网站安全、引入恶意软件、未经授权访问受限系统，或滥用促销、积分及退款。

16. 合作商家责任

合作商家应提供准确业务资料、合理保持营业时间最新、及时确认或拒绝需求、履行已确认安排、提供约定产品或服务、沟通重大变更、公平对待接收人，并遵守适用法律法规。

其他商家义务可载于单独的商家协议或合作条款。

17. 商家佣金与其他收费

商家直接收取客户约定的款项。平台佣金是商家与 I’M HERE ALWAYS 之间的独立义务，记录于商家协议。

约定比例、佣金基数、核实完成、七个日历日付款期限及逾期处理，载于商家条款。本网站不会自动分账或扣除客户款项。

任何额外向客户收取的费用须在付款前说明并获得同意。

18. 优惠与折扣

商家优惠须在确认前列明价格、包含项目、有效期及条件。请勿假设广告示例或过往优惠仍有效。目前流程不提供平台积分钱包或自动优惠码结账。

19. 知识产权

I’M HERE ALWAYS 名称、品牌、网站设计、标志、文字、图像及平台资料可能受知识产权保护。

除法律允许外，未经适当许可不得复制、重制、分发、修改或商业利用受保护资料。

20. 第三方服务

平台可依赖支付服务商、托管公司、通信系统、地图、分析工具及商家系统等第三方服务。

该等服务可有自身条款、隐私政策及运营要求。

21. 服务可用性

我们致力保持服务可用及正常运作，但不保证不间断或无错误的访问。

服务可能受维护、系统更新、网络问题、支付服务商问题、商家可用性及合理控制范围以外的事件影响。

22. 责任限制

I’M HERE ALWAYS 协助用户与合作商家之间的安排。

在法律允许的范围内，平台不对完全由以下原因导致的损失负责：用户提供错误资料、商家独立行为、接收人未到场、合理控制范围以外的事件，以及第三方技术或支付故障。

本条款不排除依法不得排除的责任。

23. 不保证特定体验

网站上的图片、描述及示例可为示意。

实际服务、菜单项目、产品供应、座位、时间及体验，可因商家及具体情况而不同。

24. 暂停或终止

在合理需要时，我们可限制、暂停或终止服务访问，包括我们认为存在欺诈、滥用、安全威胁、违反条款、违法活动或反复付款争议的情况。

25. 隐私

个人资料按照 I’M HERE ALWAYS 隐私政策及适用隐私要求处理。

请结合本条款阅读隐私政策。

26. 条款变更

平台、商业模式、商家网络、付款安排或法律要求改变时，我们可更新本条款。

更新条款将在本页发布，并修订“最后更新”日期。

27. 适用法律

本条款拟受适用的马来西亚法律管辖，并受适用的强制性消费者或其他法律保护约束。

28. 投诉与争议

有关产品、服务、付款或退款问题，请联系商家并提供订单参考号码、收据及相关详情。如需协助协调，请联系 support@imherealways.com。

我们鼓励及早沟通，但联系支持团队不会阻止您使用适用法律提供的投诉程序或救济。

29. 运营主体与联系资料

品牌：I’M HERE ALWAYS

法定运营主体：[填写注册商家名称]

注册号码：[填写商业注册号码]

业务联系地址：[填写业务联系地址]

客户支持：support@imherealways.com

商家支持：partners@imherealways.com

网站：imherealways.com · 马来西亚