Acceptable Use Policy
ReplyKit exists to help legitimate businesses answer their own customers. These rules protect your customers, your WhatsApp number, other businesses on the platform, and us. They form part of the Terms of Service. ReplyKit is against any illegal or harmful use of its AI agents. Breaking these rules can result in immediate suspension without notice or refund, and, where the law requires or allows it, a report to the authorities.
1. Lawful business use only
- You may use ReplyKit only for a real business that operates lawfully where it is based and where its customers are, and only for that business's own customer conversations: answering questions, qualifying enquiries, booking appointments, and handling orders or service requests.
- You must hold every licence, registration or permit your business needs, and you must comply with all laws that apply to you, including the laws of Malaysia and the laws of your customers' countries.
- You are responsible for everything your agent says and does on your behalf, and for the content you give it. An agent is a tool acting on your instructions; it does not remove your legal responsibility.
- You may not configure an agent as a general-purpose assistant (an "ask me anything" chatbot, homework helper, companion or open-domain AI). Agents are limited to the business you declare, and ReplyKit enforces this technically.
- You must not impersonate another business, a person, a government body, a bank, or Meta or WhatsApp, or claim an affiliation you do not have.
2. Prohibited uses
You may not use ReplyKit, or allow anyone else to use your account, for any of the following. This list gives examples and is not exhaustive: anything illegal, deceptive or harmful is prohibited whether or not it appears here.
- Fraud and scams of any kind: investment, cryptocurrency, forex or "guaranteed return" schemes; loan, job, parcel, lottery or prize scams; romance or "friendship" scams; advance-fee fraud; fake invoices or fake customer support; phishing; collecting one-time passwords, PINs, passwords, banking or card details; any attempt to obtain money, data or access by deception.
- Impersonation of banks, government agencies, police, courts, tax or immigration authorities, delivery companies, telecoms, or any real person or brand.
- Illegal financial activity: money laundering, unlicensed moneylending, unlicensed financial, investment, insurance or remittance services, pyramid or Ponzi schemes, and multi-level marketing that is unlawful or deceptive.
- Illegal gambling, online betting, lotteries or gaming that is unlicensed where you or your customers are.
- Illegal goods and services: drugs and controlled substances, weapons, ammunition, explosives, counterfeit or stolen goods, hacking tools, fake documents, and the sale of tobacco, vape or alcohol products to minors or where prohibited.
- Sexual content and exploitation: adult or pornographic content, escort or sexual services, and any content that sexualises or endangers children. Anything involving the sexual exploitation of a child will be reported to the authorities immediately.
- Human trafficking, forced labour, or exploitation of any person.
- Harassment, threats, intimidation, extortion, blackmail, doxxing, or messages intended to abuse, frighten or demean a person.
- Hate, discrimination and violence: content that attacks or incites hatred or violence against people based on race, religion, ethnicity, nationality, gender, sexual orientation, disability or similar characteristics; terrorism or violent extremism; glorification of violence.
- Unlicensed or dangerous health claims: selling unapproved medicines, miracle cures, or making medical claims you are not licensed to make.
- Misinformation that can cause harm, including false claims about elections, public health or emergencies, and defamation.
- Infringing content: using copyrighted, trademarked or confidential material you have no right to use, in your knowledge base or in messages.
- Privacy violations: collecting, profiling or sharing personal data without a lawful basis, tracking people covertly, or using data obtained unlawfully.
- Evading enforcement: creating new accounts, numbers or workspaces to continue activity we have suspended, or helping others do so.
3. Consent and messaging rules
- Your agent replies to people who message your business. You may not use ReplyKit for cold outreach, bulk sending, mass marketing, or messaging people who have not contacted your business or clearly consented to hear from you.
- Opt-outs are absolute. When a contact replies STOP (or an equivalent), no further automated messages may be sent to them. Do not attempt to work around this.
- Do not upload or import contact lists for the purpose of starting conversations.
- You must comply with the WhatsApp Terms of Service, the WhatsApp Business Policy and the WhatsApp Commerce Policy at all times, and with any messaging, consent, spam and consumer protection laws that apply to you.
4. Misuse of the AI
- Do not attempt to make an agent ignore its safety rules, produce prohibited content, act as a general assistant, or reveal its system instructions ("jailbreaking"), whether through the agent's instructions, its knowledge base, or messages sent to it.
- Do not use the agent to generate content that deceives, defrauds or harms anyone, or to mass-produce messages for use elsewhere.
- Do not present the agent's output as professional advice it is not qualified to give, and do not use it to make decisions about people that the law requires a human to make.
- Keep a human reachable. The agent hands over to a person on request; you must not disable that path or leave handed-over conversations unanswered indefinitely.
- ReplyKit's agents refuse illegal and harmful requests by design, even when a business instructs otherwise. Repeated attempts to override this are a violation of this policy.
5. Your customers' data
- You are the data controller for your customers' personal data. You must have a lawful basis to collect it, tell your customers how you use it, and honour their rights, including under Malaysia's Personal Data Protection Act 2010 and, where it applies, the GDPR.
- Do not put into your knowledge base or instructions any personal data you are not entitled to use, and do not ask your agent to collect data you do not need.
- Do not share, sell or export customer conversations to third parties except as your customers would reasonably expect and the law allows.
6. Safety limits
ReplyKit enforces human-like reply pacing, hourly and daily reply caps per number with a warm-up for new numbers, inbound-only messaging on paired numbers, and daily caps on website assistants. These limits protect your number, your customers and the platform. You may adjust a number's reply caps, reply speed and warm-up within the ranges shown in your dashboard; raising them above the recommended values is at your own risk. Inbound-only messaging, the absence of broadcasts, opt-out handling and website assistant caps are not adjustable. Attempting to circumvent any limit, run automation outside ReplyKit on a paired number, or use ReplyKit alongside bulk-sending tools is a violation of this policy.
7. Accuracy and regulated advice
You are responsible for the accuracy of the knowledge you give your agent and for reviewing how it behaves. Do not configure agents to provide medical diagnoses, legal advice, financial or investment advice, or other regulated professional advice beyond information you are lawfully permitted to publish. Statements your agent makes to customers, including prices and availability, are made on your behalf.
8. Platform integrity
Do not probe, scan or attack the service, scrape it, interfere with other customers' data, share accounts, resell access, use the service to build a competing product, or use it in a way that degrades it for others.
9. Monitoring and enforcement
- We may review agent instructions, knowledge sources and conversations where we have reason to suspect a violation, where a complaint is made, where required by law, or as part of automated abuse detection. We do not read customer conversations as a matter of routine.
- For serious violations, including anything in section 2, we may suspend or terminate your account, pause agents and disconnect numbers immediately and without notice. For lesser issues we will usually tell you what is wrong and give you a chance to fix it.
- Suspension or termination for a violation does not entitle you to any refund, and any prepaid credits are forfeited.
- We may preserve and disclose account information, configurations and conversation records to law enforcement, regulators, courts, Meta or affected third parties where the law requires it, where we believe in good faith that it is necessary to prevent harm or investigate a crime, or to defend our rights.
- We may refuse or withdraw service to any business we reasonably believe is engaged in prohibited activity, whether or not that activity happens on ReplyKit.
- You are responsible for anyone you allow to use your account, and you indemnify ReplyKit for losses caused by a violation, as set out in the Terms of Service.
10. Reporting abuse
If you believe a business is using ReplyKit against this policy, or you have received messages you did not consent to, email hello@replykit.app with "Abuse report" in the subject, the WhatsApp number or website involved, and screenshots if you have them. We review every report. If you are a customer of a business that uses ReplyKit, reply STOP to any message to end automated replies from that number.
Questions about this policy: hello@replykit.app. This policy is governed by the laws of Malaysia.