Terms of Service

These Terms of Service ("Terms") are a binding agreement between you and Softifybd Limited ("ReplyX", "we", "us") governing your access to and use of the ReplyX platform, websites, APIs and related services (the "Service"). By creating an account, or by accessing or using the Service, you agree to these Terms. If you are entering into these Terms on behalf of a business, you represent that you are authorised to bind that business.

If you do not agree to these Terms, do not use the Service.

ReplyX is a multi-channel customer-communication platform that brings messages from channels such as Facebook Messenger, Instagram, WhatsApp, Telegram, email and a website chat widget into one shared inbox, and uses artificial intelligence to help draft and send replies, with hand-off to your human team when needed.

We may add, change or remove features over time. We may also set reasonable technical limits (for example on message volume, request rates or storage) to keep the Service reliable for everyone.

To use the Service you create a workspace and one or more user accounts. You are responsible for the accuracy of your registration details, for keeping login credentials secure, and for all activity that happens under your workspace.

• You must be at least 18 years old and able to form a binding contract.
• Workspace owners and admins control who is invited and what role (owner, admin, agent) each teammate holds. You are responsible for your team's use of the Service.
• Notify us promptly if you suspect any unauthorised access to your account.

You agree not to use the Service to:

• break any applicable law, or send messages you are not permitted to send (including unsolicited bulk messages that violate a channel's policies or anti-spam rules);
• infringe the rights of others, or upload content that is unlawful, harmful, deceptive, or that you have no right to use;
• attempt to breach security or tenant isolation, probe or scan the Service, or access data that is not yours;
• reverse engineer, resell or offer the Service as a competing product except as expressly permitted;
• overload or interfere with the Service, or bypass usage limits, rate limits or bot-detection.

You are also responsible for complying with the terms of any third-party channel or integration you connect (see below).

You retain all rights to the content you and your customers submit through the Service, including conversation messages, contacts, knowledge-base material and product data ("Customer Data"). You grant us a limited licence to host, process and transmit Customer Data only as needed to provide and improve the Service for you, and as described in our Privacy Policy.

As between you and us, you are the controller of your customers' personal data and are responsible for having a lawful basis to collect it and to send it through the Service. We act as your processor for that data and handle it on your instructions.

The Service connects to platforms operated by others — for example Meta (Facebook, Instagram, WhatsApp), Telegram, email providers, and e-commerce stores such as Shopify and WooCommerce. Your use of those connections is also subject to the third party's own terms and policies, and they may change or discontinue their APIs at any time.

You are responsible for obtaining and maintaining any accounts, approvals and access tokens those platforms require. We are not responsible for the acts, omissions or availability of third-party services.

The Service uses third-party AI models to help generate suggested and automated replies from your knowledge base and settings. AI output can be inaccurate or incomplete. You are responsible for the messages sent from your workspace, including AI-generated ones, and for configuring hand-off, escalation and business rules appropriately.

The Service is not a substitute for professional advice (legal, medical, financial or otherwise). Do not rely on AI output for decisions that require such advice.

The Service is offered on subscription plans plus a separate prepaid balance for AI usage:

• Platform subscription. A recurring fee (billed in Bangladeshi Taka unless stated otherwise) for the software — channels, seats, agents, knowledge bases, inbox and modules. Your plan renews for successive periods until cancelled.
• AI conversations. Each plan includes a monthly allowance of free AI conversations. A conversation is one rolling 24-hour window with a customer on a channel — any number of messages inside that window counts as one. Once the allowance is used, further conversations are charged from your prepaid AI wallet at the per-conversation price shown for your plan.
• Prices and taxes. Prices may change on notice for future periods. Fees are exclusive of applicable taxes (such as VAT), which you are responsible for where required.

You authorise us and our payment partners (such as SSLCommerz and Stripe) to charge your selected payment method for amounts due. Refunds are governed by our Refund Policy.

We offer a free plan with a limited monthly allowance of AI conversations. It is provided as-is and its limits may change; it moves to a paid plan only if you choose to subscribe. No charge is made for the free plan itself.

The Service, including its software, design, and brand, is owned by Softifybd Limited and its licensors and is protected by intellectual-property laws. We grant you a limited, non-exclusive, non-transferable right to use the Service during your subscription, subject to these Terms. We reserve all rights not expressly granted. Any feedback you share may be used by us without obligation to you.

You may stop using the Service and cancel at any time from your billing settings. We may suspend or terminate access if you materially breach these Terms, fail to pay, or use the Service in a way that risks harm to others or to the Service, generally with notice where practicable and immediately where necessary.

On termination your right to use the Service ends. We may delete Customer Data after a reasonable period; export your data before you cancel if you need it.

The Service is provided "as is" and "as available" without warranties of any kind, whether express or implied, including merchantability, fitness for a particular purpose and non-infringement. We do not warrant that the Service will be uninterrupted, error-free or secure, or that AI output will be accurate.

To the maximum extent permitted by law, Softifybd Limited will not be liable for any indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue, data or goodwill. Our total liability for any claim arising out of or relating to the Service is limited to the amount you paid us for the Service in the three (3) months before the event giving rise to the claim.

You agree to indemnify and hold Softifybd Limited harmless from claims, damages and expenses (including reasonable legal fees) arising from your Customer Data, your use of the Service, your messages to end-customers, or your breach of these Terms or applicable law.

We may update these Terms from time to time. If we make material changes we will take reasonable steps to notify you, for example by posting the updated Terms with a new effective date or by in-product or email notice. Continued use of the Service after changes take effect means you accept the updated Terms.

These Terms are governed by the laws of Bangladesh, without regard to conflict-of-law rules. You agree that the courts of Dhaka, Bangladesh will have exclusive jurisdiction over any dispute arising out of or relating to these Terms or the Service, subject to any mandatory rights you have under applicable law.

Questions about these Terms? Contact us at support@replyx.io or through our contact page.

Written notices should be sent to Softifybd Limited, Tower of Aakash, Level- 18, 54 Gulshan Avenue, Dhaka-1212, Bangladesh.