1. Acceptance of Terms
By accessing or using the Replyo platform ("Service"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, do not use the Service.
These Terms apply to all visitors, users, and others who access or use the Service. By creating an account or using any part of the Service, you confirm that you are at least 18 years old and have the legal capacity to enter into these Terms.
2. Description of Service
Replyo is an AI-powered customer support automation platform designed for e-commerce merchants, primarily integrating with Shopify. The Service enables automated handling of customer support tickets through AI agents, workflow automation, and integrations with third-party platforms.
We reserve the right to modify, suspend, or discontinue the Service (or any part thereof) at any time with reasonable notice. We will not be liable to you or any third party for any modification, suspension, or discontinuation of the Service.
3. Accounts and Registration
To use the Service, you must create an account by providing accurate and complete information. You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account.
You agree to immediately notify us of any unauthorized use of your account. We cannot and will not be liable for any loss or damage arising from your failure to comply with this obligation.
4. Subscription, Fees, and Payment
Access to the Service is subject to a subscription fee as outlined on our pricing page. Fees are billed monthly in advance unless otherwise agreed. All fees are in USD and exclude applicable taxes.
We offer an 80% automation guarantee: if our Service fails to achieve the agreed automation rate during a billing period, you will not be charged the variable per-ticket fee for that period. The platform fee remains payable regardless.
You may cancel your subscription at any time. Cancellation takes effect at the end of the current billing period. We do not provide refunds for partial periods except as required by applicable law.
5. Acceptable Use
You agree not to use the Service for any unlawful purpose or in any way that could damage, disable, overburden, or impair the Service. You must not attempt to gain unauthorized access to any part of the Service or its related systems.
You may not use the Service to send spam, engage in deceptive practices, violate any third-party rights, or transmit any content that is illegal, harmful, or objectionable. We reserve the right to terminate accounts that violate these rules.
6. Intellectual Property
The Service and all its content, features, and functionality — including but not limited to software, text, logos, and graphics — are owned by Replyo and are protected by applicable intellectual property laws.
We grant you a limited, non-exclusive, non-transferable license to use the Service for your internal business purposes in accordance with these Terms. You may not copy, modify, distribute, sell, or lease any part of the Service without our prior written consent.
7. Data and Privacy
Your use of the Service is also governed by our Privacy Policy. By using the Service, you consent to the collection and use of information as described therein.
You retain ownership of all data you submit to the Service ("Customer Data"). You grant us a limited license to process Customer Data solely for the purpose of providing the Service. We will not sell or share Customer Data with third parties except as described in our Privacy Policy.
8. Third-Party Integrations
The Service integrates with third-party platforms including Shopify. Your use of such integrations is subject to the terms and conditions of those third parties. We are not responsible for the availability, accuracy, or practices of third-party services.
9. Disclaimer of Warranties
The Service is provided "as is" and "as available" without warranties of any kind, either express or implied. We do not warrant that the Service will be uninterrupted, error-free, or completely secure.
To the fullest extent permitted by applicable law, we disclaim all warranties, express or implied, including but not limited to implied warranties of merchantability, fitness for a particular purpose, and non-infringement.
10. Limitation of Liability
To the maximum extent permitted by law, Replyo shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of or inability to use the Service.
Our total liability to you for any claim arising from these Terms or your use of the Service shall not exceed the amount you paid us in the twelve months preceding the claim.
11. Termination
We may suspend or terminate your access to the Service at any time if you breach these Terms or if we have reasonable grounds to believe your use of the Service poses a risk to us, other users, or third parties.
Upon termination, your right to use the Service ceases immediately. We will retain your data for 30 days after termination, after which it will be permanently deleted unless legal obligations require otherwise.
12. Governing Law and Disputes
These Terms are governed by the laws of the Netherlands. Any disputes arising under these Terms shall be subject to the exclusive jurisdiction of the competent courts in Amsterdam, the Netherlands.
Before initiating formal legal proceedings, you agree to attempt to resolve any dispute informally by contacting us at legal@usereplyo.com. We will make good-faith efforts to resolve disputes within 30 days.
13. Changes to These Terms
We reserve the right to update these Terms at any time. We will notify you of material changes by email or through the Service at least 14 days before the changes take effect. Your continued use of the Service after the effective date constitutes acceptance of the updated Terms.
Questions about this policy? legal@usereplyo.com — Replyo B.V., registered in the Netherlands.