Terms of Service

1. About these Terms and who provides the Service

These Terms of Service ("Terms") govern your access to and use of the Replyero service, including the website at replyero.com and the associated applications and APIs (the "Service").

Replyero is a product name. The Service is provided to you by: (a) Huali Global Sdn. Bhd. (SSM company no. 201401026957 (1103047-K), with a registered office at No. 63A, Jalan SS25/2, Taman Bukit Emas, 47301 Petaling Jaya, Selangor, Malaysia) if you are a customer in Malaysia; and (b) Kai Ao Pty Ltd (ABN 16 649 778 290, with a registered office at Suite 2 & 3, 321 Chapel Street, Prahran VIC 3181, Australia) if you are a customer anywhere else in the world. Each company is referred to as "Replyero", "we", "us" or "our" as the context requires. The two companies are independent affiliates and, for the avoidance of doubt, are not partners or agents of each other.

By creating an account or using the Service, you agree to these Terms and to our Privacy Policy, published at replyero.com/privacy.

2. The Service

Replyero provides AI-assisted customer messaging: it connects business messaging channels (such as WhatsApp, Instagram and email) into a shared inbox, automatically drafts and sends replies using artificial intelligence based on the business knowledge you provide, and allows human team members to review, correct or take over conversations.

The Service is provided on a subscription basis with a free trial period. Features and usage allowances (such as the number of included AI resolutions per month) are described on our pricing page.

3. Your account

• You must provide accurate and complete registration information.
• You are responsible for keeping your password and account credentials confidential.
• You must be at least 18 years old and have the legal capacity to bind the business you represent.
• You may only run one business workspace per account unless we agree otherwise in writing.

4. Acceptable use

You agree not to use the Service to:

• send spam, unsolicited bulk messages, or content that violates anti-spam laws (including the Malaysian Communications and Multimedia Act 1998 and the Australian Spam Act 2003);
• harass, defame or infringe the rights of any person;
• distribute malware or unlawful content;
• impersonate any person or entity, or misrepresent your affiliation with any person or entity;
• use the AI features to provide medical, legal, financial or other licensed professional advice, or in any safety-critical context;
• reverse engineer, scrape, resell or create a competing service using the Service;
• violate the terms of any third-party platform connected to your account.

5. Third-party platforms and their fees

The Service connects to third-party platforms such as WhatsApp (operated by Meta Platforms, Inc.), Instagram and email providers. Replyero is not affiliated with, endorsed by or sponsored by those platforms. Their terms apply to your use of their platforms, including their messaging policies.

Some platforms charge fees for certain messages (for example, WhatsApp template and, in some cases, service messages). Those platform fees are charged by the platform — not by us — and are your responsibility. We will indicate where a messaging channel may attract platform fees.

6. Artificial intelligence: important limitations

AI-generated replies are produced automatically from the business knowledge you supply and the customer’s message. AI output may be incomplete, inaccurate or inappropriate even when knowledge is correct.

You remain responsible for reviewing AI replies and for the content actually sent to your customers, and for ensuring it complies with your own legal and professional obligations. The Service is a communications tool and is not a substitute for professional judgment or licensed advice.

You should configure the AI (through knowledge, instructions and escalation settings) so that sensitive or high-stakes matters are escalated to a human.

7. Fees, billing and refunds

• Subscriptions are billed in advance, in Malaysian Ringgit (MY customers) or United States Dollars (all other customers), on a monthly or annual basis as you select.
• Your free trial runs for 7 days, beginning when your first messaging channel is connected and live ("go-live") — not at signup. Trials require no payment method. If you do not subscribe by the end of the trial, AI replies are paused and new conversations wait for a human until you subscribe; your data remains available to you.
• Usage beyond your plan’s included allowance is billed as overage at the rates published on our pricing page.
• Fees exclude platform message fees (Section 5) and any taxes applicable to you, which you are responsible for.
• Refunds: because the Service is provided on a subscription basis and can be cancelled at any time, fees for the current billing period are generally non-refundable, except where required by law or where we agree a refund at our discretion.

8. Your content and our platform

You retain all rights in the content you provide to the Service, including your business knowledge, customer conversations and contact data ("Your Content"). You grant us a limited licence to host, process and transmit Your Content solely to operate the Service for you.

The Service, including its software, design, text, trademarks and documentation, is owned by us or our licensors and is protected by intellectual property laws. "Replyero" and associated marks are our trademarks. Nothing in these Terms transfers any platform IP to you.

You represent that you have the necessary rights and consents (including marketing consents under applicable anti-spam and data protection law) to send messages to the contacts you upload or message through the Service.

9. Confidentiality

Each party will keep the other’s non-public information confidential and use it only to perform these Terms, except where disclosure is required by law.

10. Warranties and availability

The Service is provided "as is" and "as available" without warranties of any kind, except those that cannot be excluded by law. We do not warrant uninterrupted or error-free operation, and we do not warrant that AI output will meet your requirements.

We aim for high availability but depend in part on third-party platforms and infrastructure providers. Scheduled maintenance and incidents may cause interruptions.

11. Limitation of liability

To the maximum extent permitted by law, neither company’s aggregate liability arising out of or relating to the Service will exceed the total fees you paid to us in the twelve (12) months before the event giving rise to the claim.

We are not liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue, data or goodwill, except where such exclusion is not permitted by law (including where liability cannot be limited under Australian Consumer Law or Malaysian law).

12. Indemnity

You will indemnify us against third-party claims, damages and reasonable legal costs arising from Your Content, your messages, or your breach of these Terms or of third-party platform terms.

13. Suspension and termination

• You may cancel your subscription at any time from your account settings; cancellation takes effect at the end of the current billing period.
• We may suspend or terminate your account for non-payment, or where we reasonably believe you have breached these Terms or applicable law, or where a third-party platform requires it.
• On termination we will make your exported data available to you on request for a reasonable period, after which it is deleted in accordance with our Privacy Policy.

14. Changes

We may update these Terms from time to time. For material changes we will notify account holders by email or in-product notice at least 14 days before the change takes effect. Continued use after the effective date constitutes acceptance.

15. Governing law and disputes

These Terms are governed by the laws of the country of the company providing the Service to you: Malaysia for customers of Huali Global Sdn. Bhd., or the State of Victoria, Australia for customers of Kai Ao Pty Ltd, without regard to conflict-of-law rules.

The parties will first attempt to resolve any dispute in good faith through discussion. If unresolved within 30 days, the dispute will be subject to the exclusive jurisdiction of the courts of that country.

16. Contact

Questions about these Terms: [email protected]. General contact: [email protected].