Terms of Service

Last updated: 6 September 2026

These Terms govern your use of ReplyKit, an AI messaging agent service for businesses ("ReplyKit", "we", "us"), operated by ReplyKit, Malaysia. By creating an account you agree to these Terms and to our Acceptable Use Policy and Privacy Policy. If you use ReplyKit on behalf of a business, you confirm you have authority to bind it.

1. The service

ReplyKit lets a business connect a WhatsApp number and deploy an AI agent that answers customer messages using the business's own instructions and knowledge, captures lead details, and books appointments. ReplyKit is business messaging automation. It is not a general-purpose assistant, and it may only be used to serve the business purposes you declare when configuring an agent.

2. Your account

• You must be at least 18 and provide accurate information. You are responsible for keeping your login credentials confidential and for all activity under your account.
• One account operates one business workspace. You may run multiple agents and numbers within the limits of your plan.

3. WhatsApp connection: the official WhatsApp Business Platform

ReplyKit connects your number to WhatsApp through Meta's WhatsApp Business Platform (the "Platform"), using Meta's Embedded Signup. When you connect a number you sign in with your Facebook business account, and Meta registers the number to a WhatsApp Business Account that belongs to your business. ReplyKit acts as your technology provider on the Platform. ReplyKit is an independent product and is not affiliated with, endorsed by or a partner of Meta Platforms, Inc., WhatsApp LLC or their affiliates ("Meta"), other than as a registered provider using Meta's published APIs under Meta's terms.

3.1 Meta's terms apply to you. By connecting a number you agree to comply with the WhatsApp Business Terms of Service, the WhatsApp Business Messaging Policy, the WhatsApp Commerce Policy, and all applicable law, including obtaining any consent required to message your customers. You are responsible for your business's conduct on the Platform, including the content of your knowledge base and instructions and the messages your agent sends on your behalf.

3.2 Meta's decisions. Meta operates the Platform and may, under its own terms, set messaging limits, assign a quality rating, pause templates, restrict or disable a phone number or WhatsApp Business Account, require business verification, or change its APIs, policies and pricing at any time. ReplyKit does not control these decisions and cannot reverse them. Where Meta restricts a number, ReplyKit continues to deliver replies where the Platform allows and pauses reminders and follow-ups until the restriction lifts.

3.3 Your number. You may connect a number you use in the WhatsApp Business app (Meta calls this coexistence: the app and the Platform share the number, and Meta syncs messages, contacts and, if you allow it, up to 180 days of chat history to ReplyKit) or a dedicated number that lives on the Platform only. Personal WhatsApp numbers cannot be connected. On a shared number Meta requires the app to be opened regularly, unlinks other companion devices, and caps throughput; disconnecting is done from the app under Settings, Business Platform. You are responsible for choosing which number to connect. Your WhatsApp Business Account and number remain yours: you may disconnect from ReplyKit at any time from the Agents page, after which ReplyKit's access is removed and you may use the number with another provider under Meta's procedures.

3.4 Meta's message fees. Meta charges for certain messages on the Platform, currently template messages sent outside the 24-hour customer service window (for example appointment reminders, follow-ups and broadcasts), at rates Meta sets by category and country. Replies inside the window currently carry no Meta fee. Meta bills these charges directly to your WhatsApp Business Account, on the payment method you add in Meta Business Manager; ReplyKit does not collect, resell or mark up Meta's fees, and they are not part of your ReplyKit subscription. If your account has no payment method, Meta will not deliver template messages while replies inside the window continue. Meta's rates and billing may change without notice from us. Should we ever bill Meta's fees through ReplyKit instead, we will give you at least 14 days' notice by email.

3.5 What we do, and what it does not guarantee. ReplyKit replies only to inbound messages, sends reminders, follow-ups and broadcasts only through Meta-approved templates to customers who have opted in, honours opt-out requests, keeps within Meta's messaging limits and pauses broadcasts when Meta restricts a number. You are responsible for the opt-in records behind every broadcast audience, and you confirm that consent each time you schedule one. These measures are intended to keep your number's quality rating healthy. They do not guarantee it, and we make no promise, warranty or representation about any decision Meta makes regarding your number, account or messages. To the fullest extent permitted by law, ReplyKit, its owner, directors, employees and contractors are not liable to you or to any third party for any restriction, suspension, limit, fee, ban, loss of a number or account, loss of customers, leads, bookings, revenue, profit, goodwill or data, or any other loss or damage of any kind arising from Meta's actions or from changes to the Platform. A restriction imposed by Meta is not a fault in the service and does not entitle you to a refund, credit or compensation; you may cancel at any time under section 5.

3.6 Your indemnity. You will defend, indemnify and hold harmless ReplyKit and its owner, directors, employees and contractors from any claim, demand, loss, liability, cost or expense (including reasonable legal fees) brought by any third party, including your customers and Meta, that arises from your use of a connected number, your messages to customers, anything your agent says or does on your behalf, the content you upload, your breach of Meta's terms, of these Terms or of the Acceptable Use Policy, your violation of any law, or any regulatory fine or penalty imposed because of your business's activities. This indemnity survives termination.

4. AI-generated messages and your responsibility

Your agent generates replies automatically from your instructions and knowledge sources. You are responsible for the content you provide and for reviewing how your agent behaves. Specifically:

• Statements made by your agent to your customers, including quoted prices, availability, policies and booked appointments, are made on your behalf. You are responsible for honouring them or for correcting them with the customer. ReplyKit provides tools (test chat, the teach loop, human takeover) to control this, and it is your responsibility to use them.
• AI systems can make mistakes. ReplyKit is designed to answer only from your knowledge and to hand off to a human when unsure, but we do not guarantee that every reply will be accurate, complete or appropriate.
• You must not configure an agent to give medical, legal, financial or other regulated advice beyond information you are lawfully entitled to publish.
• Your agent identifies itself as an automated assistant by default. If you disable this, you are responsible for meeting any disclosure obligations that apply to you.
• ReplyKit is a tool, not your agent in law. ReplyKit is a software service that relays and generates messages according to your configuration. For every message sent through your account, you are the sender and publisher, and you alone are responsible for its content, its legality and its consequences. We are not a party to any sale, booking, contract or dispute between you and your customers, we do not supervise your business, and we do not review your instructions, knowledge or conversations before they are used.
• You are solely responsible for complying with the laws that apply to your business and your communications, including consumer protection, advertising, licensing, data protection and anti-spam laws, and for any claim, complaint or investigation from your customers, regulators or any other party relating to your use of the service.

5. Plans, trials, billing and cancellation

• Paid plans are billed monthly or annually in advance through Stripe. Prices are shown on the pricing page and in your Billing settings.
• Free trial: new accounts receive a 7-day free trial with Starter-level features and up to 300 AI replies. No payment card is required and nothing is charged. When the trial ends, AI replies are paused until you subscribe to a plan; your account, agents, knowledge and conversations are retained. If you subscribe during the trial, the first charge is made when the trial would have ended. One free trial per business; we may refuse or end trials that are used to evade this limit.
• Plan allowances (AI replies, numbers, agents) reset each billing period and do not roll over. Purchased reply packs do not expire and are used after the plan allowance.
• You can cancel any time from Billing → Manage subscription. Cancellation takes effect at the end of the current billing period; there are no refunds for partial periods except where required by law.
• If a payment fails, Stripe will retry. If it keeps failing, AI replies pause until payment is resolved.
• We may change prices with at least 30 days' notice by email; changes apply from your next billing period.

6. Your content and data

You own the content you upload (instructions, knowledge sources, contacts, conversations). You grant us the rights needed to operate the service for you, including sending your content to the AI and infrastructure providers listed in our Privacy Policy. We do not use your conversation data to train shared AI models. You must have the right to upload the content you provide and to message the contacts who write to you.

7. Acceptable use and prohibited activity

You must follow the Acceptable Use Policy, which forms part of these Terms. In short: business use only, no general-purpose assistants, no spam or unsolicited messaging, no illegal, fraudulent, deceptive or harmful use of any kind, no attempts to circumvent safety limits or the agent's safeguards, and you must hold the licences your business needs. ReplyKit is against illegal use of its AI agents. Any use of the service for fraud, scams, impersonation, illegal goods or services, harassment, exploitation, or any other unlawful purpose is a material breach of these Terms. We may suspend or terminate your account immediately and without notice for such a breach, no refund is owed, prepaid credits are forfeited, and we may preserve and disclose relevant records to law enforcement, regulators or affected parties where the law requires or permits it. You remain fully responsible, and you indemnify us under section 3.5, for any loss, claim or penalty arising from your breach.

8. Availability and support

We aim for high availability but do not guarantee uninterrupted service. WhatsApp connectivity in particular depends on third-party systems outside our control. Support is provided by email according to your plan.

9. Termination

You may delete your account at any time from Settings; this cancels any subscription immediately and deletes your data as described in the Privacy Policy. We may suspend or terminate your account for breach of these Terms or the Acceptable Use Policy, or where required by law or by a platform we depend on. We are not liable to you or any third party for any suspension or termination made in accordance with these Terms.

10. Disclaimers and limitation of liability

The service is provided "as is" and "as available". To the fullest extent permitted by law, we exclude all warranties, conditions and representations, whether express or implied, including any warranty of merchantability, fitness for a particular purpose, uninterrupted or error-free operation, or that any WhatsApp number will remain connected, unrestricted or unbanned.

To the fullest extent permitted by law, we are not liable for any indirect, incidental, special, consequential or punitive loss, or for any loss of profit, revenue, business, customers, leads, bookings, goodwill or data, however caused, including losses caused by WhatsApp or Meta restricting or banning a number (see section 3), by AI-generated errors or omissions, by third-party outages (including WhatsApp, our AI providers, payment or email providers and hosting), or by your own configuration of the service.

To the fullest extent permitted by law, we have no liability for the content of any message generated or sent through your account, for any act or omission of your business or your staff, or for any claim brought against you by your customers, Meta, a regulator or any other third party. Any such claim is your responsibility under section 3.5.

Our total aggregate liability to you for all claims arising out of or relating to the service or these Terms, whatever the cause of action, is limited to the subscription fees you actually paid us in the three months immediately before the event giving rise to the claim. If you paid nothing in that period, we have no liability to you.

Nothing in these Terms excludes or limits liability that cannot be excluded or limited under the laws of Malaysia, including liability for fraud. If any exclusion or limitation is found unenforceable, it applies to the maximum extent the law allows and the rest of these Terms remain in force.

11. Changes to these Terms

We may update these Terms. Material changes will be notified by email or in the app at least 14 days before they take effect. Continued use after that date means you accept the new Terms.

12. Disputes, governing law and contact

• These Terms, and any dispute or claim arising out of or relating to them or the service, are governed by the laws of Malaysia. The courts of Malaysia sitting in Kuala Lumpur have exclusive jurisdiction, and you submit to that jurisdiction.
• Talk to us first. Before starting any legal action you must email hello@replykit.app with a description of the issue and give us 30 days to resolve it.
• Time limit. To the extent the law allows, any claim against us must be brought within 12 months of the event giving rise to it, or it is permanently barred.
• Individual claims only. To the extent the law allows, claims may be brought only in your own individual capacity and not as part of any class, group or representative action.
• These Terms, the Acceptable Use Policy and the Privacy Policy are the entire agreement between you and us about the service. If any part is unenforceable, the rest remains in force. Our failure to enforce a right is not a waiver of it. You may not assign these Terms without our consent. Nothing in these Terms creates a partnership, agency, joint venture or employment relationship between you and us.
• Sections 3, 4, 6, 7, 10 and 12 survive termination of your account.

Questions: hello@replykit.app.