Terms of Service

Last updated April 19, 2026

These Terms of Service ("Terms") govern your access to and use of the ReplyFront platform, websites, APIs, embeddable widgets, and related services (collectively, the "Service"), provided by ReplyFront ("we", "us", "our"). By creating an account, installing our app, or otherwise using the Service, you ("you", "Customer") agree to be bound by these Terms.

1. Eligibility & account

You must be at least 18 years old and able to form a binding contract. You are responsible for keeping your credentials secure and for all activity under your account. Each workspace must have one designated owner who is authorized to act on the account's behalf.

2. The Service

ReplyFront provides AI-powered conversation, knowledge-base, broadcast, and flow automation tools that integrate with merchant storefronts (including Shopify) and messaging channels. We may add, change, or remove features at any time. We will use commercially reasonable efforts to give advance notice of breaking changes.

3. Subscriptions, fees & taxes

Paid plans are billed in advance on a recurring monthly or annual basis. Fees are non-refundable except where required by law. You authorize us (or our payment processors, including Stripe and Shopify Billing) to charge your payment method for all amounts due. You are responsible for all applicable taxes other than taxes on our net income.

• Trial periods: if offered, convert to paid plans automatically unless cancelled.
• Plan changes: upgrades take effect immediately and are prorated; downgrades take effect at the end of the current billing period.
• Overages: usage above plan quotas may be billed as metered charges or trigger graceful degradation (e.g. AI replies pause until next cycle).

4. Customer Data

You retain all rights to the data you submit to the Service, including conversation transcripts, customer profiles, knowledge-base content, and product data ("Customer Data"). You grant us a limited license to host, process, transmit, and display Customer Data solely to operate the Service for you. Our processing of personal data is further described in our Privacy Policy and Data Processing Addendum.

5. AI features

AI-generated responses are produced by third-party large language models (e.g. OpenAI, Anthropic). Outputs may be inaccurate, incomplete, or otherwise unsuitable. You are solely responsible for reviewing AI output before relying on it for commercial, medical, legal, or other important decisions. We do not guarantee any specific response and are not liable for AI hallucinations or omissions.

6. Acceptable use

You agree to use the Service only for lawful purposes and in compliance with our Acceptable Use Policy. You will not (a) reverse engineer or attempt to extract source code; (b) interfere with or overload our infrastructure; (c) use the Service to harass, defraud, or harm others; (d) send unsolicited messages in violation of applicable anti-spam laws (CAN-SPAM, CASL, GDPR, TCPA, etc.); (e) upload malware, illegal content, or content that infringes third-party rights.

7. Suspension & termination

We may suspend or terminate your access if you materially breach these Terms, threaten our infrastructure, or fail to pay. You may terminate at any time from your billing page. Upon termination, your right to use the Service ends immediately. We will retain Customer Data for up to 30 days post-termination, after which it may be permanently deleted.

8. Confidentiality

Each party will protect the other's confidential information using the same care it uses for its own confidential information of like importance, but no less than reasonable care.

9. Warranties & disclaimers

The Service is provided "as is" and "as available". Except as expressly set forth in these Terms, we disclaim all warranties, express or implied, including the warranties of merchantability, fitness for a particular purpose, title, and non-infringement.

10. Limitation of liability

To the maximum extent permitted by law, neither party will be liable for indirect, incidental, consequential, special, or punitive damages, or for lost profits, revenue, or data. Our aggregate liability arising out of or relating to these Terms will not exceed the amounts you paid to us in the 12 months immediately preceding the event giving rise to the claim.

11. Indemnification

You will defend and indemnify us from third-party claims arising out of (a) your Customer Data, (b) your use of the Service in violation of these Terms or applicable law, or (c) messages you send through the Service.

12. Changes to these Terms

We may update these Terms from time to time. Material changes will be communicated by email or in-product notice at least 14 days before they take effect. Continued use of the Service after changes take effect constitutes acceptance.

13. Governing law

These Terms are governed by the laws of the jurisdiction in which ReplyFront is established, without regard to its conflict-of-laws principles. Any dispute will be resolved in the competent courts of that jurisdiction.

14. Miscellaneous

If any provision of these Terms is held unenforceable, the remaining provisions remain in effect. Our failure to enforce any provision is not a waiver. You may not assign these Terms without our written consent. These Terms constitute the entire agreement between you and us regarding the Service.