Terms of Service

1. Agreement and eligibility

By creating an account, accessing a workspace, installing a ReplyRoot widget, or otherwise using the service, you agree to these Terms and the Acceptable Use Policy. If you use ReplyRoot for an organization, you represent that you have authority to accept these Terms for that organization.

You must have the legal capacity to enter a binding agreement and must use the service only for lawful business purposes. Do not use ReplyRoot if applicable law prohibits you from receiving or using the service.

A separate signed order, pilot agreement, data-processing agreement, or other written contract may add to or replace parts of these Terms. If there is a conflict, the signed agreement controls for the subject it covers.

2. The ReplyRoot service

ReplyRoot is an AI customer support platform that allows organizations to upload business knowledge, process it for retrieval, configure a website chat widget, generate AI-assisted responses, route cases to human agents, manage conversation history, submit authenticated support requests, receive operational notifications, review workspace analytics, and operate within configured subscriptions and usage limits.

ReplyRoot is currently in a pre-production and founding-customer stage. Features, limits, integrations, hosting arrangements, and availability may change before general production release. Beta, preview, or experimental functionality may be incomplete and may be modified or removed.

Unless a separate written agreement says otherwise, ReplyRoot does not provide emergency services, guaranteed response times, legal compliance certification, continuous monitoring, or a service-level agreement.

3. Accounts, organizations, and authority

• You must provide accurate registration and organization information.
• You are responsible for protecting sign-in credentials and all activity performed through your account.
• You must promptly notify us of suspected unauthorized access or compromise.
• You may grant access only to people authorized to act for the organization.
• You are responsible for configuring widget origins, reviewing organization memberships, and removing access that is no longer required.

ReplyRoot may rely on instructions from authenticated organization users. We are not responsible for actions taken through compromised credentials where the compromise was not caused by our breach of an applicable duty.

4. Customer content and permissions

“Customer Content” includes uploaded files, extracted text, organization settings, instructions, support requests, messages, conversation data, and other information submitted through a workspace or widget.

You retain ownership of Customer Content. You grant ReplyRoot a limited, non-exclusive right to host, copy, process, transmit, transform, retrieve, display, and otherwise use Customer Content only as reasonably necessary to provide, secure, maintain, support, and improve the contracted service and to comply with law.

You represent and warrant that:

• You have all rights, permissions, notices, and legal bases needed to submit and process Customer Content.
• Customer Content and your instructions do not violate law, confidentiality duties, intellectual-property rights, privacy rights, or these Terms.
• You will not upload passwords, secrets, payment-card data, malware, or unnecessary sensitive personal data.
• You will keep your knowledge base accurate, current, and appropriate for customer-facing answers.

ReplyRoot may remove or restrict access to content that creates security, legal, or operational risk.

5. AI output and human oversight

ReplyRoot uses automated systems and external model providers to classify requests, retrieve relevant knowledge, and generate proposed customer responses. AI output may be inaccurate, incomplete, outdated, offensive, or unsuitable for a particular situation, even when it appears confident.

• You remain responsible for the business information provided to the system.
• You must test known, unknown, unrelated, and human-handoff scenarios before making the widget publicly available.
• You must provide appropriate human review for high-impact, regulated, safety-sensitive, financial, medical, legal, employment, insurance, credit, or similarly consequential communications.
• You must not represent AI output as guaranteed fact or professional advice.
• You are responsible for responding to escalations and monitoring the Agent Inbox.

ReplyRoot does not guarantee that every unsupported question will be identified or escalated correctly.

6. Privacy and end-customer responsibilities

Our Privacy Policy explains how ReplyRoot handles data for its own purposes. When you use the service to communicate with your customers, employees, or other individuals, you are responsible for your own privacy notice, lawful basis, consent where required, retention decisions, and responses to individual rights requests.

You must clearly identify your organization as the operator of the customer relationship and must not configure the widget in a deceptive manner. You must not use ReplyRoot to secretly collect personal data, monitor people unlawfully, or make prohibited automated decisions.

7. Acceptable use

You must comply with the Acceptable Use Policy. Prohibited activity includes unlawful content, abuse, malicious files, unauthorized security testing, attempts to bypass limits, privacy violations, spam, deception, and use that threatens service availability or other tenants.

8. Fees, founding-customer pilots, and refunds

The public website does not currently publish permanent plans or process automated payments. Any paid pilot, setup service, subscription, usage allowance, support commitment, cancellation right, refund, tax, or payment schedule must be stated in a separate written order or agreement accepted by both parties.

Unless a separate written agreement says otherwise, visiting the website, creating an unpaid test workspace, or requesting information does not create a paid subscription. No refund promise or service-level commitment applies unless it is written in the applicable order or customer agreement or required by law.

9. Availability, maintenance, and service changes

We may maintain, update, limit, suspend, or change the service to improve security, reliability, compliance, or functionality. The service depends on databases, networks, hosting, queues, model providers, and other systems that may fail or become unavailable.

Unless a separate service-level agreement applies, the service is provided without a guaranteed uptime, recovery time, response time, or uninterrupted availability. Customers should maintain appropriate business-continuity and human-support procedures.

10. Suspension and termination

We may restrict, suspend, or terminate access when reasonably necessary to address non-payment under a written agreement, security threats, unlawful activity, abuse, material breach, risk to other users, legal requirements, or operation of a discontinued pre-release service.

Where practical and safe, we will provide notice and an opportunity to correct the issue. Immediate action may be taken for urgent security, abuse, legal, or service-integrity risks.

The current pre-launch product does not include self-service closure of an entire account or organization. Termination, export, and deletion requests must be handled manually through the legal contact and any applicable customer agreement.

11. Intellectual property and feedback

ReplyRoot and its software, branding, interfaces, documentation, and service design are owned by ReplyRoot or its licensors. These Terms do not transfer ownership of the service or Customer Content.

Subject to these Terms and any written agreement, you receive a limited, non-exclusive, non-transferable right to use the service for your internal business and customer-support purposes during the permitted access period.

If you provide suggestions or feedback, you allow us to use that feedback without restriction or payment, provided we do not publicly identify you without permission.

12. Disclaimers

To the maximum extent permitted by law, ReplyRoot is provided “as is” and “as available.” We disclaim implied warranties of merchantability, fitness for a particular purpose, non-infringement, accuracy, and uninterrupted or error-free operation.

We do not warrant that AI responses are correct, that the service will identify every escalation, that uploaded content is lawful or accurate, or that the service will satisfy every regulatory requirement. Nothing in these Terms excludes a warranty or right that cannot lawfully be excluded.

13. Limitation of liability

To the maximum extent permitted by law, ReplyRoot will not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages, or for loss of profits, revenue, goodwill, data, customers, business opportunity, or service availability arising from or related to ReplyRoot.

Any monetary liability cap, exclusions, indemnities, insurance requirements, and remedies for a paid customer must be stated in the applicable signed customer agreement. Nothing in these Terms limits liability that cannot lawfully be limited, including liability arising from fraud or other non-excludable conduct.

14. Governing law and disputes

These Terms are governed by Libya, without regard to conflict-of-law rules. The parties will use the courts or dispute process identified in the applicable customer agreement or, if none is identified, the competent courts under that governing law.

Before starting formal proceedings, the parties should attempt in good faith to resolve the dispute through written notice and reasonable business discussions, unless urgent relief is necessary.

15. Changes to these Terms

We may update these Terms to reflect product, business, security, or legal changes. Material changes may be communicated through the website, dashboard, email, or customer agreement. Continued use after an effective update may constitute acceptance where permitted by law.

If you do not agree to an update, stop using the service and contact us about account closure and data handling.