These Terms of Service (“Terms”) are an agreement between ParcelAce Tech Solutions Private Limited (“ReplyAce”, “we”, “us”) and the business or person using ReplyAce (“you”). By creating an account, installing the ReplyAce app or using the service, you agree to these Terms. If you accept them for a company, you confirm you are authorised to bind it.
1. The service
ReplyAce provides software to send and receive WhatsApp, Instagram, Messenger, email and website chat messages, automate order and marketing flows, and use the Aria AI agent and AI calls (the “Service”). Features depend on your plan, described on our pricing pages.
2. Your account
You must give accurate details, keep your login secure and are responsible for everything done under your account, including by your team members. Tell us at once at neha@replyace.io if you suspect unauthorised use.
3. WhatsApp and Meta
- You use your own WhatsApp Business Account and must follow Meta’s WhatsApp Business Terms, Business Messaging Policy and Commerce Policy, and Instagram and Messenger platform policies.
- Meta bills WhatsApp message charges directly to you at its published rates. ReplyAce does not add a markup to those charges.
- Meta decides template approvals, messaging limits, quality ratings and account restrictions. We are not responsible for Meta’s decisions or for outages of Meta’s platforms.
4. Your responsibilities for your contacts
You must have a lawful basis, including any required opt-in consent, to message every contact you reach through ReplyAce, and honour opt-outs promptly. You are responsible for the content you send and for complying with applicable laws, including the Digital Personal Data Protection Act, 2023, consumer protection law, telecom rules that apply to AI calls, and the GDPR where it applies. For personal data you process through ReplyAce, we act as your Data Processor as described in our Privacy Policy.
5. Acceptable use
You must not use the Service to send spam or unsolicited messages, mislead or harass people, sell prohibited goods or services, infringe others’ rights, spread malware, probe or overload our systems, resell the Service without our written permission, or break any law or platform policy. We may remove content or suspend features that break this section.
6. Plans, trials and payment
- New accounts get a 7-day free trial with full access, unless the offer says otherwise. No card is needed for the trial.
- Paid plans are billed in advance, monthly or annually. If you installed ReplyAce from the Shopify App Store, Shopify bills you on our behalf under its terms.
- Prices exclude taxes such as GST, which are added where applicable.
- Upgrades take effect immediately. Downgrades and cancellations take effect at the end of the current billing period, and you keep access until then.
- Except where the law requires otherwise or we agree in writing, fees already paid are non-refundable.
- We may change prices with at least 30 days’ notice. The change applies from your next billing period.
7. AI features
Aria and AI calls generate replies automatically. They can make mistakes, so review your settings and knowledge base, and use the handover to your team for anything sensitive. You are responsible for how you configure and use AI features and for telling your customers when they are talking to an automated agent where the law requires it.
8. Third-party services
The Service connects to third-party services you choose, such as Shopify, WooCommerce, payment gateways and couriers. Your use of them is governed by their terms, and we are not responsible for their availability or actions.
9. Intellectual property
We own the Service, including its software, design and documentation. You own your content and data. You give us a limited licence to host and process your content only to provide and improve the Service for you. If you send us feedback, we may use it without obligation.
10. Suspension and termination
You can cancel at any time from your account or the Shopify admin. We may suspend or end your access if you breach these Terms, fail to pay, or if Meta or the law requires it. Where reasonable, we will warn you first. After termination you can export your data for 30 days; after that we delete it as set out in our Privacy Policy.
11. Disclaimers
The Service is provided “as is” and “as available”. We do not promise it will be uninterrupted or error-free, or that it will achieve a particular result, such as a set reduction in RTO, cart recovery rate or sales.
12. Limitation of liability
To the extent the law allows, neither party is liable for indirect, incidental, special or consequential losses, or for lost profits, revenue or data. Our total liability for any claim relating to the Service is limited to the fees you paid us in the 12 months before the claim arose.
13. Indemnity
You will defend and compensate us against claims arising from your content, your messages to your contacts, or your breach of these Terms or the law.
14. Governing law
These Terms are governed by the laws of India. The courts at New Delhi have exclusive jurisdiction, subject to any rights you have under the law of your country.
15. Changes and contact
We may update these Terms. If a change is significant we will give at least 15 days’ notice by email or in the product. Continuing to use the Service after that means you accept the new Terms.
ParcelAce Tech Solutions Private Limited, Get Set Cowork, House400A, 4th Floor, 12 Ajit Singh House, Yusuf Sarai, Green Park, New Delhi, Delhi 110049, India. Email: neha@replyace.io