Terms of service

1. The service

ReplyWell lets a business create an AI assistant that answers its customers' questions using the documents and information the business provides, and passes questions it can't answer to the business. It includes a chat link, a website chat bubble, an inbox and handoff alerts by email or Slack.

2. Who can use it

ReplyWell is for businesses. You must be 18 or over and have authority to accept these terms for your business. You are responsible for keeping your login details safe and for everything done through your account.

3. Plans, free trial and cancelling

There are two ways to pay: a monthly subscription, or pay as you go from a prepaid balance.

• The monthly subscription starts with a 7-day free trial (the first time you subscribe), which you start by adding payment details through Stripe when you sign up. Nothing is charged during the trial. If you cancel before it ends, you won't be charged; otherwise your subscription starts automatically when the trial ends and the first monthly payment is taken.
• The subscription costs £9.99 a month and renews automatically each month. Payments are taken by Stripe.
• You can cancel any time from your billing page. Your assistant keeps working until the end of your trial or the month you've paid for, and you won't be charged again. After that it stops answering; your documents and settings are kept.
• Pay as you go: you buy credit through Stripe in advance, from £10. Each customer message your assistant answers costs 5p from your balance; messages in a conversation that you or your team have taken over aren't charged, and a message the assistant fails to answer because of a problem on our side is credited back. There's no monthly fee or limit.
• Credit doesn't expire and isn't refundable, except as set out in our refund policy. We email you when your balance drops below £5. When it runs out, your assistant stops answering until you top up; your documents and settings are kept.
• If you have both, an active subscription is used first and your credit is kept for later.
• Refunds are covered by our refund policy.
• If we change the price, we will email you at least 30 days before it applies, so you can cancel first if you wish. A change to the pay-as-you-go price applies only to messages after that date.

4. Monthly allowance

Each monthly subscription includes up to 1,000 customer messages a month. If you go over, your assistant stops answering new messages until the next month, and passes them to you as handoffs instead, so no customer is left without a reply. The count restarts on the 1st of each month.

5. Your content and your responsibilities

• You keep ownership of everything you upload. You give us permission to store and process it only to run ReplyWell for you.
• You must have the right to upload your content, and it must be accurate. The assistant answers from what you give it, so keep it up to date.
• If you turn on “show sources”, the passages behind an answer can be opened by your customers. Don't upload anything you wouldn't want a customer to read.
• Tell your customers they are chatting with an AI assistant (the chat itself says so) and cover the chat in your own privacy notice.
• Don't use ReplyWell for anything unlawful, harmful or misleading, to send spam, or to try to break or overload the service.

6. About AI answers

Every reply is checked against your documents before it is sent, and anything that can't be backed up is passed to you instead. Even so, AI can make mistakes, and we can't promise every answer will be correct or complete. You are responsible for the information you provide and for decisions your business makes. Don't rely on the assistant for emergencies, or for medical, legal or financial advice.

7. Availability and changes

We work to keep ReplyWell running smoothly but can't guarantee it will always be available or free of faults. We may improve or change features over time. If a change materially reduces what you pay for, we will tell you in advance.

8. Suspension and ending the agreement

You can stop using ReplyWell and cancel at any time. We may suspend or close an account that breaks these terms, puts the service or other users at risk, or doesn't pay, and we will tell you why unless the law prevents it. When an account is closed, you can ask us to delete its data, as described in our privacy policy.

9. Data processing

When your customers chat with your assistant, you are the controller of their personal data and we are your processor. Our full Data Processing Agreement forms part of these terms; in short, we will:

• process that data only to provide ReplyWell to you, on your documented instructions (these terms and your settings), unless the law requires otherwise;
• make sure anyone who can access it is bound by confidentiality;
• keep it secure with appropriate technical and organisational measures;
• use only the sub-processors on our Sub-processors page, with equivalent data protection terms, and email you at least 30 days before adding or replacing one that handles your customers' data, so you can object;
• protect any transfer outside the UK with the safeguards the law requires;
• help you respond to people exercising their data rights, and with security, breach notification and impact assessments where relevant;
• tell you without undue delay if we become aware of a personal data breach affecting your data;
• delete or return the data when you close your account, unless the law requires us to keep it; and
• give you the information needed to show we meet these obligations.

The data involved is chat messages, and the names, email addresses and phone numbers customers choose to give, about your customers and website visitors, for as long as your account is open.

10. Our liability

Nothing in these terms limits liability that can't legally be limited, such as for death or personal injury caused by negligence, or for fraud. Otherwise, we are not liable for indirect or consequential losses, or for lost profits, revenue or business, and our total liability to you in any 12 months is limited to the greater of the amount you paid us in that period or £100.

11. Changes to these terms

We may update these terms. We will email you about important changes at least 30 days before they apply. If you keep using ReplyWell after that, the new terms apply.

12. Law

These terms are governed by the law of England and Wales, and its courts deal with any dispute.

13. Contact

Questions about these terms: hello@replywell.io.