Legal

Terms of Service

Last updated 12 October 2026

These terms are the agreement between you and Repli AI Pty Ltd for the Repli AI platform. They are written to be read, not skimmed, so we have kept them as short and plain as a real contract allows. If anything is unclear, ask us before you rely on it.

The short version. You own your data and your customers' data. We provide the platform, keep it secure and do not use your data to train AI. You are responsible for what gets sent to your customers, including replies our AI drafts for your team. Plans are billed monthly in advance in US dollars and you can cancel at any time. Our liability to you is capped at the fees you paid us in the previous twelve months, except where Australian law says otherwise.

1. Who we are and what these terms cover

Repli AI Pty Ltd (ABN 51 674 082 896) is an Australian company based in Victoria. In these terms, "Repli AI", "we", "us" and "our" mean that company. "You" means the business that holds the account, and the people who use the platform on its behalf.

These terms cover the Repli AI platform: the web application, its AI features, the channel integrations and any related tools, documentation and support (together, the "platform"). They apply from the moment you create an account, click to accept them, or start using the platform, whichever comes first.

If you are accepting these terms for a business, you confirm that you are authorised to bind that business. The platform is for business use only. It is not offered to consumers or to anyone under 18.

If we have signed a separate agreement with you, for example when our team builds your setup for you under our Master Services Agreement, that signed agreement governs those services. Where the signed agreement and these terms conflict, the signed agreement wins. These terms still govern your use of the platform itself.

2. Your account

You need an account to use the platform. Keep the information on it accurate and up to date, including a working billing contact. You are responsible for everything done through your account and by the people you invite into it, so keep your sign-in details secure and tell us at support@repliai.co as soon as you suspect unauthorised access.

You may add team members to your account. Each of them must comply with these terms, and you are responsible for their use of the platform.

3. The platform and connected channels

The platform brings your customer conversations from connected channels into one inbox, helps your team answer them, and lets you set up automations and AI to handle repetitive work. Channels currently include email through Gmail and Outlook, Facebook and Instagram messaging and comments, live chat on your Shopify storefront, and Shopify customer, order and product data.

When you connect a channel, you authorise us to access that account on your behalf to the extent needed to provide the platform: reading and sending messages, hiding or liking public comments, reading customer, order and product details, making the changes to orders that your team or your rules ask for (such as holding, cancelling, refunding or changing a shipping address), and receiving notifications of new activity. You confirm that you own or are authorised to connect each account, and that connecting it does not breach any agreement you have with the platform that provides it.

Each connected channel is provided by a third party under its own terms, including Google, Microsoft, Meta and Shopify. You must comply with those terms. We do not control those platforms. If one of them changes or withdraws the access we rely on, features that depend on it may stop working, and we are not responsible for that.

Features we describe as beta or preview may change or be withdrawn without notice, and are provided without the commitments in section 12.

4. Free trial

We may offer a free trial of the software plans. If we do, the length of the trial and its conditions are stated when you start it. When a trial ends, your access is paused until you choose a plan and provide a payment method. Your data is kept and handled under section 6 while it is paused.

A trial is for one business, once. We may change, limit or withdraw a trial offer at any time, and we may end a trial early if we reasonably believe it is being misused.

5. Plans, fees and billing

Plans. Software plans are priced per month and include a set number of tickets. A ticket is a customer conversation in the platform. It counts towards your plan once, when the first reply is sent on it, whether from the platform or from your connected mailbox, however many messages follow. If a customer writes again on the same thread after a long gap (14 days on email, 10 days on Facebook or Instagram, 48 hours on live chat), that starts a new ticket. A conversation closed without any reply being sent is never charged. If you go over your plan's included volume, the extra tickets are charged at your plan's overage rate. Current plans and rates are on our pricing page and in your account.

Currency and tax. Prices are in US dollars unless we say otherwise. They exclude GST and any other taxes, which are added where they apply. If you are required by law to withhold any tax from a payment to us, you must increase the payment so we receive the full amount.

Billing. Plans are billed monthly in advance. Tickets above your included volume are metered as you go and billed in arrears on your next invoice. We take payment through Stripe. If you installed Repli AI through the Shopify App Store, your plan is billed on your Shopify bill instead. By providing a payment method you authorise us to charge it for all fees you incur. If we offer an annual plan and you choose it, it is billed in advance for the year and is not refundable if you cancel part way through.

Failed payments. If a payment fails we will retry it. While we retry, your access continues. If it is still unpaid after our retries, your access is paused under section 16 until it is paid. You remain liable for the fees.

Price changes. We may change our prices. We will give you at least 30 days' notice by email before a change affects you, and you can cancel before it takes effect. A change never applies part way through a period you have already paid for.

Refunds. Fees are not refundable except where these terms say so or where the law requires it, including under the Australian Consumer Law.

6. Term, cancellation and what happens to your data

Your plan renews automatically each month until it is cancelled. You can cancel at any time by emailing support@repliai.co, or in Shopify if your plan is billed through Shopify. Cancellation takes effect at the end of the period you have already paid for, and your access continues until then.

We may end this agreement with 30 days' notice for any reason, or immediately if you seriously breach these terms and do not fix the breach within 14 days of us telling you about it, or if the breach cannot be fixed.

If you cancel, we stop billing you at the end of the period you have already paid for. When your account is closed, at your request or ours, we disconnect your channels. Your data stays yours. If you ask us for a copy of it, we will provide one in a common machine-readable format. If you ask us to delete it, we will delete it from our live systems within 30 days of your request, and copies in our backups expire afterwards on a rolling basis. We keep billing and tax records for as long as the law requires, and we may keep anonymised usage statistics. Sections 8, 10, 11, 13, 14, 15, 18 and 19 survive the end of this agreement.

7. AI features

The platform uses artificial intelligence to draft replies, classify and summarise conversations, and search your knowledge base. AI output can be wrong, incomplete or inappropriate for a particular customer, and it can change from one run to the next. You should treat it as a starting point, not a decision.

Copilot drafts are shown to your team for review. Every reply to a customer is sent by a person on your team who chooses to send it. Your team is responsible for reviewing drafts before sending them. The platform also sends automatic service messages you set up, such as a chat greeting, a verification code or a copy of a chat.

Automations act under rules that you set. They can tag, assign and close conversations, mark them as spam (which also blocks the sender on email), hide public comments on your Facebook and Instagram accounts or hide a conversation from your inbox, and put a hold on fulfilling a Shopify order. They cannot send replies. Where you set a rule that acts without a person reviewing each action, you accept that the action is taken on your instructions and you are responsible for it. Set your rules carefully and review the results.

Order changes made from the platform, such as refunds, cancellations, holds or new shipping addresses, are made on your instructions and you are responsible for them.

If we add features that reply to customers or take other actions without a person reviewing each one, they will act only under settings that you switch on, and this section applies to them in the same way.

You are responsible for telling your customers that AI is involved in their conversation where the law where they are requires it, and for any other disclosure or consent your business needs.

We do not use your data or your customers' data to train AI models of our own. Anthropic, which provides the language models behind the platform, is contractually prohibited from training its models on your content and deletes it within 30 days, except where it must keep it longer to enforce its usage policy or by law. Voyage AI, which powers search across your knowledge base, does so under our account's opt-out of its model training. Our privacy policy lists every AI provider we use and what each one receives.

We do not guarantee that AI features will produce any particular result, resolve any particular share of your tickets, or comply with laws that apply to your business, and you must not rely on them for legal, medical, financial or safety-critical decisions.

8. Your data and your customers' data

Ownership. Everything you put into the platform, and everything that arrives in it from your connected channels, is yours. That includes your customers' messages and order details, your knowledge base, your templates and your settings. We claim no rights over it beyond the licence below.

Licence to us. You give us a licence to store, process, transmit and display your data as needed to provide the platform to you, to keep it secure, to support you, and to comply with the law. That is the only reason we touch it.

Your customers' personal information. When the platform handles personal information about your customers, we handle it on your behalf and on your instructions. You are the party responsible for that information under privacy law, and we are your service provider (in the language of the GDPR, you are the controller and we are the processor). You are responsible for having the right to give us that information, for the privacy notices your customers receive, and for any lawful basis or consent your business needs. We will handle it in line with our privacy policy and our Data Processing Agreement, which applies automatically and sets out our obligations to you in full, including the terms that apply if you have customers in the European Union or the United Kingdom.

Where your data lives. Your data is stored on Microsoft Azure in Sydney, Australia. Some of it is processed by service providers in other countries, including the United States, to provide specific features such as AI drafting, sign-in and billing. Our privacy policy lists them.

Sensitive information. Please do not send us health, financial account, government identifier or similar sensitive information about your customers unless the platform genuinely needs it to answer a conversation, and never store it in your knowledge base or templates.

Usage data. We collect information about how the platform is used, such as which features are used, how often, and performance and error data. We use it to run, secure and improve the platform. We may publish or share it only in aggregated form that does not identify you or your customers.

Requests from authorities. If we are legally required to disclose your data we will tell you first where the law allows, and disclose only what we must.

9. Acceptable use

You must use the platform lawfully, and in a way that does not harm us, our other customers or anyone else. In particular, you must not:

send spam, unsolicited marketing or messages that breach anti-spam or telecommunications laws where you or your customers are, including the Spam Act 2003 (Cth);
connect a channel or account you are not authorised to connect, or use the platform to access someone else's data;
use the platform to harass, threaten, deceive or discriminate against anyone, or to send unlawful, defamatory or infringing content;
upload malware, probe or test the platform's security without our written permission, or interfere with its operation or with other customers' use of it;
copy, modify, reverse engineer, scrape or build a competing product from the platform, or resell or sublicense access to it;
use the AI features to generate content that is illegal, or in a way that breaches our AI providers' usage policies as we notify them to you;
exceed reasonable usage limits we publish or notify to you, or use automated means to make requests at a rate that degrades the platform.

If we reasonably believe you have breached this section we may remove content, suspend access under section 16, or end this agreement under section 6.

10. Intellectual property

The platform, including its software, design, documentation, and any improvements we make to it, belongs to Repli AI or our licensors. We give you a non-exclusive, non-transferable right to use it for your business while this agreement lasts. Nothing in these terms transfers ownership of the platform to you.

Your brand, your content and your data stay yours, as set out in section 8. Knowledge base articles and templates created inside your account, whether by you or by our team as part of a service we provide to you, are yours to keep, and we will provide a copy of them on request.

If you give us feedback or suggestions, you allow us to use them without any obligation to you. We will not name you as the source without your permission.

We may name you as a customer and use your logo in our marketing only with your prior written permission, which you can withdraw at any time.

11. Confidentiality

Each of us may learn confidential information about the other while this agreement lasts, including business plans, pricing, customer information and technical details. Each of us will keep the other's confidential information confidential, use it only for the purposes of this agreement, and share it only with people who need it and are bound to keep it confidential. This does not apply to information that is already public, that the receiving party already knew, or that must be disclosed by law. These obligations continue for three years after this agreement ends, and indefinitely for your customers' personal information.

12. Availability, support and changes to the platform

We work to keep the platform available and performing well, and we will use reasonable efforts to fix problems promptly. We do not promise uninterrupted or error-free operation. We will tell you in advance, where we can, about planned maintenance that we expect to interrupt your use of the platform.

Support is by email at support@repliai.co during Australian business hours. Any service level commitments beyond this only apply if they are set out in a signed agreement with you.

We are always improving the platform. We may add, change or remove features. If we remove a feature that is material to how you use the platform, we will give you at least 30 days' notice where practical, and you may cancel under section 6.

13. Warranties and the Australian Consumer Law

We warrant that we will provide the platform with reasonable care and skill and that we have the right to enter into this agreement. Apart from that, and to the extent the law allows, the platform is provided as is, and we exclude all other warranties, conditions and guarantees, whether express or implied.

Nothing in these terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law or any other law that cannot be excluded. Where a guarantee under the Australian Consumer Law applies to the platform and the law permits us to limit our liability for breaching it, our liability is limited, at our option, to supplying the platform again or paying the cost of having it supplied again.

14. Liability

To the extent the law allows, and subject to section 13:

neither of us is liable to the other for indirect or consequential loss, or for loss of profit, revenue, business, goodwill, data or anticipated savings, however it arises;
our total liability to you for all claims arising out of or in connection with this agreement or the platform, whether in contract, tort (including negligence), under statute or otherwise, is capped at the total fees you paid us in the twelve months before the event giving rise to the claim.

These limits do not apply to a party's liability for death or personal injury caused by its negligence, for fraud, for breach of section 11 (confidentiality), or for your breach of section 9 (acceptable use) or section 10 (intellectual property), or to your obligation to pay fees.

You must take reasonable steps to reduce any loss you suffer, and we are not liable for loss to the extent it is caused by you, by your team, by your connected channels' providers, or by events outside our reasonable control.

15. Indemnity

You will cover us for any loss, cost or claim we suffer from a third party, including your customers and a regulator, to the extent it arises from your data or content, from your breach of privacy or anti-spam law, from a connected channel you were not authorised to connect, or from your breach of section 9. We will tell you promptly about any such claim, let you control its defence where appropriate, and cooperate with you at your cost.

We will cover you for any loss, cost or claim you suffer from a third party alleging that the platform, used as permitted by these terms, infringes their intellectual property rights. This does not apply to claims caused by your data, by a connected channel, or by your use of the platform in breach of these terms. If such a claim is made we may modify the platform to avoid the infringement, obtain the right for you to keep using it, or end this agreement and refund any fees you have paid in advance for the period after termination.

16. Suspension

We may suspend your access to all or part of the platform, immediately and without notice where necessary, if we reasonably believe that your use poses a security risk to the platform or to others, breaches section 9, or breaches the law; or if a payment has failed and remains unpaid after our retries under section 5. We will tell you why, limit the suspension to what is needed, and restore access as soon as the problem is resolved. Suspension does not pause your fees where it is caused by your breach or non-payment.

17. Changes to these terms

We may update these terms from time to time. For changes that reduce your rights or increase your obligations we will give you at least 30 days' notice by email or in the platform before they take effect, and you may cancel under section 6 before they do. Other changes, such as clarifications, new features or changes required by law, take effect when we post them. Continuing to use the platform after a change takes effect means you accept it. The date at the top of this page tells you when it last changed, and we keep previous versions if you need one.

18. Governing law and disputes

These terms are governed by the laws of Victoria, Australia. If we have a dispute, each of us will first raise it with the other in writing and make a genuine attempt to resolve it through discussion between senior people within 30 days. If that does not work, the courts of Victoria and the courts able to hear appeals from them have exclusive jurisdiction, and each of us submits to that jurisdiction. Nothing in this section stops either of us from seeking urgent injunctive relief in any court.

19. General

Whole agreement. These terms, our privacy policy and any signed agreement between us are the whole agreement between you and us about the platform, and replace any earlier discussions or documents.

Notices. We will send notices to the email address on your account, and you can send them to support@repliai.co. Keep your email address current.

Assignment. You may not transfer this agreement without our written consent, which we will not unreasonably withhold. We may transfer it to a related company or to a buyer of our business, and we will tell you if we do.

Subcontractors. We may use subcontractors and service providers to provide the platform. We remain responsible to you for their work.

Severance. If any part of these terms is unenforceable, that part is read down or removed to the minimum extent needed and the rest continues.

Waiver. If either of us does not enforce a right, that does not mean the right is waived.

Events outside our control. Neither of us is liable for a failure to perform caused by something beyond our reasonable control, other than an obligation to pay money.

Relationship. We are independent contractors. Nothing in these terms creates a partnership, joint venture, agency or employment relationship.

20. Using this website

You may browse repliai.co and use its content for your own information. The content, design and code of the site belong to us or our licensors and may not be copied for commercial use without permission. Information on the site is general, may change, and is not advice. Links to other sites are provided for convenience and we are not responsible for their content. What we collect when you visit is described in our privacy policy.

21. Contact

Repli AI Pty Ltd, ABN 51 674 082 896. Email support@repliai.co.

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