Terms of Service

Ketchup · CarrotProperty Sdn Bhd · Last updated 7 October 2026

1. About these terms

These terms are an agreement between CarrotProperty Sdn Bhd (Company No. 202201011541), a company incorporated in Malaysia (“CarrotProperty”, “we”, “us”), and the property agent or agency using Ketchup (“you”).

You accept these terms by creating a Ketchup account or by connecting a WhatsApp number to Ketchup. If you use Ketchup for an agency, you confirm you are authorised to accept them on its behalf.

How personal data is handled is set out in our Privacy Policy, which forms part of these terms.

2. The service

Ketchup is an enquiry management system for property agents. It connects to your WhatsApp Business number through Meta's WhatsApp Business Platform, and does three things:

• shows from message timing who is waiting on your reply and which conversations have gone quiet;
• lets you organise enquiries by property;
• tracks each deal from enquiry through booking, loan, signing and commission.

Two design rules are part of the service:

• Ketchup stores message metadata (direction, time, length and message ID), not message content.
• Ketchup does not send WhatsApp messages on your behalf. You write and send every message yourself.

We may improve, change or remove features over time. If a change materially reduces what Ketchup does for you, we will tell you before it takes effect.

3. Who can use Ketchup

Ketchup is for property agents, negotiators and agencies carrying on business in Malaysia. You must be at least 18. You are responsible for holding any registration or licence the law requires for your work, and for acting within it.

4. Your account

• Keep your sign-in details confidential, and don't share your account with anyone else.
• You are responsible for what happens under your account.
• Tell us straight away at ask@carrotproperty.com if you think someone else has accessed it.

5. Connecting your WhatsApp

• You may only connect a WhatsApp Business number that you own or are authorised to use.
• You must follow WhatsApp's Business Terms of Service, the WhatsApp Business Messaging Policy, and Meta's other applicable terms. These govern your use of WhatsApp itself.
• Ketchup accesses your WhatsApp Business account only through the permissions you grant, and only to provide Ketchup to you.
• You can remove that access at any time from your Meta Business settings. After that, Ketchup receives nothing new from that number.

6. Your data and your customers' data

Who controls what

• You own the data you keep in Ketchup.
• For your customers' personal data, you are the data controller (the “data user” under the Personal Data Protection Act 2010) and we are your data processor.
• You are responsible for having a lawful basis to process your customers' data and for telling them how you use it.

What we commit to as your processor

• We process your data only to provide Ketchup to you, and on your instructions.
• We do not use it for our own business, contact your customers, give it to other users, sell it, or use it for advertising.
• Our staff access it only to operate, support or secure the service, or where the law requires it.
• We keep it secure as described in the Privacy Policy, using the service providers listed there.
• We will tell you without delay if a personal data breach affects your data.
• We will help you respond to your customers' requests to access, correct or delete their data, and pass on any such request we receive about your customers.
• On request, we will give you a copy of your data in a common format, or delete it.

7. Acceptable use

You must not:

• use Ketchup for anything unlawful, or in breach of WhatsApp's or Meta's terms;
• use Ketchup to send spam, or to message people who have not agreed to hear from you;
• try to access another user's data or any part of Ketchup you are not given access to;
• probe, disrupt, overload or reverse-engineer Ketchup or its security, or help anyone else do so;
• resell or sublicense Ketchup, or let anyone outside your agency use your account.

8. Fees

We do not currently charge for Ketchup. If we introduce fees, we will tell you the price and terms in advance. They will not apply to you unless you agree to them.

9. What Ketchup is, and isn't

Ketchup is an aid: its reminders and lists are suggestions, worked out from message timing and what you record.

• You remain responsible for your communication with customers, for your deals and for claiming your commission.
• Ketchup is not legal, financial or professional advice.
• We work to keep Ketchup accurate and available, but it is provided “as is”, and we do not promise it will be uninterrupted or error-free.
• Ketchup depends on WhatsApp and Meta's platform, which we do not control.

10. Liability

To the extent the law allows:

• We are not liable for indirect or consequential loss, or for loss of profit, commission, business or opportunity. This includes a missed follow-up or a delayed deal.
• Our total liability to you for any claim about Ketchup is limited to the fees you paid us for Ketchup in the 12 months before the claim. If you paid nothing, it is limited to RM 100.

Nothing in these terms limits liability that cannot be limited by law.

11. Ending or suspending your use

• You can stop using Ketchup at any time and ask us to close your account.
• We may suspend or close your account if you breach these terms, if it is needed to protect Ketchup or other users, or if the law requires it. Where it is reasonable, we will tell you first.
• We may stop providing Ketchup altogether by giving you at least 30 days' notice.

When your account is closed:

• We delete your data within 30 days. Copies in backups expire within the following 8 weeks.
• Before deletion, you can ask us for a copy.
• Sections 6, 9, 10 and 13 continue to apply after your account is closed.

12. Changes to these terms

We may update these terms. If a change is material, we will tell you at least 14 days before it takes effect. If you keep using Ketchup after that, you accept the updated terms. If you don't agree, you can close your account before then.

13. Governing law

These terms are governed by the laws of Malaysia, and the courts of Malaysia have jurisdiction over any dispute about them.

14. Contact

CarrotProperty Sdn Bhd (202201011541)
Email: ask@carrotproperty.com
Phone / WhatsApp: +60 16-339 3168