1. About these Terms
These Terms of Service are an agreement between the customer organisation identified during signup, onboarding, or subscription activation (“Customer”) and Reply Intelligence Group Ltd (Company No. 17040048), registered office Flat 14, 2, Stewart Court, Colnhurst Road, Watford, United Kingdom, WD17 4BW (“the Company”).
ReplyOS is the Company’s product. These Terms govern access to and use of ReplyOS. By activating, accessing, or using ReplyOS, Customer agrees to these Terms.
2. The Service
ReplyOS is a software platform that helps businesses capture, manage, respond to, and analyse enquiries across channels including, where enabled, SMS, web chat, email, WhatsApp, social messaging, and related integrations.
ReplyOS may include automation, AI-assisted drafting, workflow support, routing, analytics, reporting, and integration features.
3. Support Role of the Platform
ReplyOS is a communications and workflow support platform. It is not a clinical decision-maker, emergency service, or guaranteed booking engine. Customer remains responsible for business operations, pricing, availability, booking decisions, customer communications oversight, and any regulated or professional decisions.
4. Customer Responsibilities
Customer is responsible for:
- ensuring the accuracy of business, pricing, availability, and contact information configured in ReplyOS;
- monitoring conversations and intervening where appropriate;
- using the platform in compliance with applicable law, regulation, and professional obligations;
- ensuring it has all rights, permissions, and notices necessary for the personal data it provides or makes accessible to the Company through ReplyOS;
- maintaining the security of its own accounts, credentials, and connected integrations.
5. AI and Automation
ReplyOS may generate automated or AI-assisted responses based on Customer configuration and platform settings. Customer is responsible for reviewing configuration and ensuring outputs are appropriate for its business. The Company does not guarantee that automated or AI-assisted outputs will be accurate, complete, or suitable in every case.
6. Integrations and Third-Party Services
ReplyOS may connect with third-party services such as messaging providers, telephony providers, CRM systems, booking systems, and payment providers. Availability and performance of ReplyOS may depend partly on those services. The Company is not responsible for outages, delays, API changes, suspensions, or failures caused by third-party providers.
7. Fees and Billing
Fees are charged on a subscription basis or as otherwise described during signup, onboarding, proposal, or order flow. Where billing is handled by Stripe or another payment provider, Customer authorises recurring charges in accordance with the selected plan.
Unless otherwise stated, fees are exclusive of applicable taxes. Fees are non-refundable except where required by law or expressly agreed in writing.
8. Subscription Changes and Cancellation
Customer may cancel its subscription in accordance with the billing terms presented at signup or in the billing area. Unless otherwise stated, cancellation takes effect at the end of the current billing period and access may continue until then.
9. Acceptable Use
Customer must not use ReplyOS to:
- send spam or unlawful communications;
- impersonate others or send misleading communications;
- process data without a lawful basis or required notices;
- interfere with platform security, integrity, or availability;
- use the service in a way that violates applicable laws, messaging rules, or third-party platform policies.
The Company may suspend or restrict access where necessary to protect the platform, comply with law, or address misuse.
10. Data Protection
Where the Company processes personal data on Customer’s behalf through ReplyOS, the Data Processing Addendum forms part of these Terms. Customer instructs the Company to process personal data as necessary to provide the service and in accordance with the DPA and Customer’s lawful documented instructions.
11. Confidentiality
Each party must keep confidential information of the other party confidential and use it only for purposes connected with the service relationship, except where disclosure is required by law or is reasonably necessary to enforce rights under these Terms.
12. Intellectual Property
ReplyOS and all related software, branding, interfaces, documentation, and platform materials are owned by or licensed to the Company and are protected by intellectual property laws. Customer receives a limited, non-exclusive, non-transferable right to use the service during the subscription term.
13. Service Changes
The Company may improve, modify, replace, or discontinue features from time to time. We will use reasonable efforts not to materially reduce core paid functionality without appropriate notice, except where changes are required for security, legal, or third-party dependency reasons.
14. Warranties Disclaimer
ReplyOS is provided on an “as is” and “as available” basis except to the extent otherwise expressly stated. To the maximum extent permitted by law, the Company disclaims implied warranties including fitness for a particular purpose, merchantability, and non-infringement.
15. Limitation of Liability
To the maximum extent permitted by law, the Company is not liable for indirect, incidental, special, consequential, or punitive losses, or for loss of profits, revenue, goodwill, customers, anticipated savings, or data.
The Company’s total aggregate liability arising out of or in connection with the service or these Terms shall not exceed the fees paid by Customer to the Company in the three months preceding the event giving rise to the claim.
Nothing in these Terms excludes liability that cannot lawfully be excluded.
16. Suspension and Termination
The Company may suspend access where necessary for security, non-payment, unlawful use, material breach, or urgent operational reasons. Either party may terminate for material breach that is not remedied within a reasonable cure period, where such cure period is applicable.
17. Governing Law
These Terms are governed by the laws of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction unless otherwise required by law.
18. Changes to these Terms
The Company may update these Terms from time to time. If changes are material, we may require re-acceptance before continued use of the service. Continued use after the effective date of updated Terms constitutes acceptance where permitted, but the Company may also block access until active re-acceptance is completed.
19. Contact
Legal and billing contact: hello@replyos.co.uk