Replypop

Terms of Service

Last updated: January 2025

Welcome to Replypop. These Terms of Service ("Terms") govern your use of our multi-channel business messaging platform and related services, including WhatsApp, Instagram, and Facebook Messenger integrations. By using Replypop, you agree to be bound by these Terms.

1. Definitions

  • "Service" refers to the Replypop platform, including our website, applications, and AI-powered features.
  • "You" or "User" refers to the business or individual using our Service.
  • "Organization" refers to your business account, which may contain multiple locations and team members.
  • "Location" refers to a physical or virtual business location within your Organization.
  • "Customer" refers to your end customers who interact with your business through our platform.
  • "Credits" refers to the conversation units used to handle customer conversations. One credit equals one 24-hour conversation session with a customer.
  • "Channel" refers to a connected messaging platform (WhatsApp, Instagram, or Facebook Messenger).
  • "Virtual Wallet" refers to your in-platform balance that holds customer payments collected through our Service.

2. Account Terms

  • You must be at least 18 years old to use our Service.
  • You must provide accurate and complete registration information.
  • You are responsible for maintaining the security of your account credentials.
  • You are responsible for all activities that occur under your account.
  • You must notify us immediately of any unauthorized use of your account.

2.1 Third-Party Sign-In (Google, Apple)

If you choose to register or sign in using a third-party service (such as Google or Apple):

  • You authorize us to access and use certain information from your third-party account (name, email, and profile picture where applicable)
  • Your use of the third-party service is subject to their respective terms and privacy policies
  • You may revoke our access through the third-party provider's settings at any time (see our Privacy Policy for instructions)
  • We are not responsible for the third-party provider's practices or any service disruptions on their end

2.2 Organizations and Locations

Your account is associated with an Organization, which may contain multiple business Locations. You are responsible for:

  • Ensuring accurate information for each Location (address, timezone, operating hours)
  • Managing Location-specific settings, services, and staff assignments
  • Maintaining appropriate access controls for Location data

2.3 Team Members and Roles

You may invite team members to your Organization with different permission levels:

  • Owner: Full access to all features, billing, and settings
  • Admin: Manage locations, staff, and settings (excluding billing)
  • Member: Access to assigned locations and day-to-day operations

You are responsible for the actions of all team members you invite to your Organization. Ensure team members understand and comply with these Terms.

3. Service Description

Replypop provides a platform for businesses to:

  • Manage conversations across multiple channels (WhatsApp, Instagram, Facebook Messenger)
  • Automate responses using AI technology
  • Accept and manage bookings and appointments
  • Process payments from customers
  • Send automated reminders and notifications
  • Manage multiple business locations
  • Collaborate with team members (staff management)
  • Offer service packages to customers
  • Create a public storefront for online booking

3.1 Channel Limitations

Different messaging channels have different capabilities imposed by their respective platforms:

  • WhatsApp: Supports template messages and proactive reminders (e.g., booking confirmations, appointment reminders)
  • Instagram & Facebook Messenger: Due to platform restrictions, proactive messaging and automated reminders are limited. These channels are best suited for responding to customer-initiated conversations.

We are not responsible for limitations imposed by third-party messaging platforms.

4. Subscription and Billing

4.1 Free Trial

We offer a free trial for new users. A credit card is required to start the trial, but you can cancel anytime during the trial period without being charged.

4.2 Subscription Plans

Our subscription plans include a monthly allocation of conversation credits. Each credit allows for a 24-hour conversation window with a customer, including all messages, reminders, and AI responses within that window.

4.3 Conversation Packs

In addition to subscription credits, you may purchase Conversation Packs for additional credits on a pay-as-you-go basis. Conversation Pack credits are consumed before subscription credits and do not expire as long as your account remains active.

4.4 Credit Usage

Credits are consumed as follows:

  • One credit is used when a new conversation session begins with a customer
  • A conversation session lasts 24 hours from the first message
  • All messages within the 24-hour window are included in a single credit
  • Business-initiated messages (reminders, follow-ups) extend the session without using additional credits

4.5 Payment

  • Subscription fees are billed in advance on a monthly or annual basis.
  • All fees are non-refundable except as expressly stated in these Terms.
  • We reserve the right to change pricing with 30 days notice.

4.6 Cancellation

You may cancel your subscription at any time. Cancellation takes effect at the end of the current billing period. You will retain access to the Service until then. Unused Conversation Pack credits are forfeited upon account closure.

5. Acceptable Use

You agree NOT to:

  • Send spam, unsolicited messages, or bulk messaging
  • Violate WhatsApp's Terms of Service or Business Policy
  • Use the Service for illegal or fraudulent purposes
  • Harass, abuse, or harm others through the Service
  • Attempt to bypass usage limits or security measures
  • Resell or redistribute the Service without authorization
  • Upload malicious code or interfere with the Service's operation

6. AI-Powered Features

6.1 AI Limitations

Our AI features are designed to assist with customer communications but may not always be accurate or appropriate. You acknowledge that:

  • AI responses are generated automatically and may contain errors
  • You are responsible for reviewing and monitoring AI interactions
  • You can take over conversations manually at any time
  • AI features may not be suitable for all types of customer inquiries

6.2 Your Responsibility

You are solely responsible for the content of messages sent through your account, whether generated by AI or manually composed. You should configure AI behavior settings appropriately for your business.

7. Data Ownership and Processing

7.1 Your Data

You retain ownership of all data you upload to the Service and all customer data processed through your account. We act as a data processor on your behalf.

7.2 License to Us

You grant us a limited license to use your data solely to provide and improve the Service. We will not sell your data to third parties.

7.3 Customer Data

You are responsible for obtaining appropriate consent from your customers for data collection and processing through our Service. You must comply with applicable data protection laws.

8. Payment Processing

If you use our payment collection features:

8.1 Payment Provider

Payments are processed through Stripe, a third-party payment processor. By using our payment features, you agree to Stripe's terms of service. You must provide accurate business information to Stripe for identity verification and compliance purposes.

8.2 Virtual Wallet

Customer payments collected through our Service are held in your Virtual Wallet. Funds are subject to a hold period before becoming available for withdrawal:

  • Booking payments are held until the booking is completed or for a minimum of 2 days
  • You receive the full payment amount with no platform fees deducted by Replypop
  • Standard payment processor fees (Stripe) apply and are deducted at the time of transaction

8.3 Supported Payment Methods

You may accept payments through:

  • Online payments: Credit/debit cards and other methods supported by Stripe
  • Manual payments: Bank transfers or cash payments that you record manually in the system

8.4 Your Responsibilities

  • You are responsible for refunds and disputes with your customers
  • You must comply with applicable tax laws and report income appropriately
  • You must not use our payment features for prohibited goods or services as defined by Stripe

9. Intellectual Property

The Service, including its original content, features, and functionality, is owned by Replypop and protected by intellectual property laws. Our trademarks may not be used without prior written consent.

10. Disclaimer of Warranties

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

We do not warrant that the Service will be uninterrupted, secure, or error-free. We are not responsible for the actions or content of third-party services, including WhatsApp.

11. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, REPLYPOP SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOSS OF PROFITS, DATA, OR BUSINESS OPPORTUNITIES, ARISING FROM YOUR USE OF THE SERVICE.

Our total liability shall not exceed the amount you paid to us in the twelve (12) months preceding the claim.

12. Indemnification

You agree to indemnify and hold harmless Replypop, its affiliates, and their respective officers, directors, employees, and agents from any claims, damages, losses, or expenses arising from:

  • Your use of the Service
  • Your violation of these Terms
  • Your violation of any third-party rights
  • Content you transmit through the Service

13. Termination

We may suspend or terminate your access to the Service immediately, without prior notice, for any reason, including breach of these Terms. Upon termination:

  • Your right to use the Service will immediately cease
  • You may request export of your data within 30 days
  • We may delete your data after a reasonable retention period

14. Governing Law

These Terms shall be governed by and construed in accordance with applicable laws. Any disputes arising from these Terms shall be resolved through binding arbitration or in the courts of competent jurisdiction.

15. Changes to Terms

We reserve the right to modify these Terms at any time. We will provide notice of material changes by posting the updated Terms on this page and updating the "Last updated" date. Your continued use of the Service after changes constitutes acceptance of the new Terms.

16. Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect.

17. Contact Us

If you have questions about these Terms, please contact us at:

Email: [email protected]