Terms of Service

These Terms of Service ("Terms") form a binding agreement between you ("Customer", "you") and ReplyFlow, established in Greece (Proteos 75, Palaio Faliro 175 61; AFM 188069677) ("ReplyFlow", "we", "us"), governing your use of the ReplyFlow website at replyflow.tech and the ReplyFlow application (collectively, the "Service"). By creating an account or using the Service you accept these Terms. If you do not accept them, do not use the Service.

1. The Service

ReplyFlow is an AI-powered messaging platform that lets businesses receive and respond to customer messages across connected channels (WhatsApp Business, Instagram, Facebook Messenger, Telegram, Viber, web widget) and offers features such as AI-generated replies, scheduling, and team collaboration.

2. Account & eligibility

You must be at least 18 years old and have authority to bind the entity you represent. You are responsible for the accuracy of registration information, for keeping credentials safe, and for all activity under your account. Notify us immediately of any unauthorized access at hello@replyflow.tech.

3. Subscriptions, billing, and refunds

• Plans, prices, and limits are described on the Pricing page. We may change pricing with at least 30 days' notice; changes apply at your next renewal.
• Subscriptions auto-renew at the end of each billing period unless cancelled before the renewal date.
• You authorize Stripe to charge your payment method for each renewal and for any usage-based fees beyond plan limits.
• Prices are shown excluding VAT unless stated otherwise. We charge VAT where required (e.g., to EU consumers under OSS rules and to Greek customers); EU business customers outside Greece may apply the reverse-charge mechanism by providing a valid VAT number.
• Invoices are issued electronically and sent to the email on file.

4. Right of withdrawal (EU consumers only)

If you subscribe as a consumer in the European Union, you have the right to withdraw from this contract within 14 days from the day of conclusion, without giving any reason, under Article 9 of Directive 2011/83/EU and the Greek implementing law.

To exercise the right of withdrawal, send us a clear statement (e.g., a letter or email to hello@replyflow.tech) before the 14-day period expires. We will refund payments received from you without undue delay and not later than 14 days after we receive your withdrawal notice.

By starting to use the Service during the 14-day period, you expressly request its immediate performance and acknowledge that, once the Service is fully performed, the right of withdrawal is lost. If you withdraw after starting to use the Service, you must pay an amount proportionate to what has been provided up to the moment of withdrawal.

This Section 4 applies to natural persons acting outside their trade, business, craft, or profession. It does not apply to subscriptions purchased on behalf of a business.

5. Free trial

New accounts may receive a free trial. At the end of the trial, your account converts to the plan you selected and your payment method is charged unless you cancel before the trial ends. Trial limits and duration are shown at sign-up.

6. Acceptable use

You agree not to:

• Use the Service to send spam, unsolicited bulk messages, or content that violates the WhatsApp Business Solution Terms, Messenger Platform Policy, the Instagram Platform Terms, or any other connected channel's policies;
• Send messages to recipients who have not opted in or who have opted out, including in breach of the EU ePrivacy Directive 2002/58/EC and applicable national rules;
• Send content that is illegal, harassing, defamatory, fraudulent, infringing, or that promotes violence, hatred, self-harm, or sexual exploitation;
• Reverse-engineer, scrape, or attempt to bypass rate limits, security controls, or plan limits of the Service;
• Use the Service to compete with ReplyFlow or to build a substantially similar product;
• Resell, sublicense, or operate the Service as a multi-tenant platform for third parties without a written reseller agreement.

We may suspend or terminate accounts that violate these rules and we will cooperate with the connected channel platforms when they request enforcement action.

7. Your content

You retain ownership of the content you and your end-users send through the Service (collectively, "Customer Content"). You grant ReplyFlow a non-exclusive, worldwide, royalty-free license to host, transmit, process, store, and display Customer Content solely to provide and improve the Service to you. You represent that you have the necessary rights and consents to send the messages you send and to allow us to process them.

8. AI features

The Service uses third-party AI providers (Anthropic and OpenAI) to generate replies and organize information. AI output may be inaccurate, incomplete, or out of date. You are responsible for reviewing AI-generated content before it reaches your customers, and for any consequences of sending it. We do not guarantee that AI replies will be appropriate for any particular purpose.

9. Privacy and data protection

Our processing of personal data is governed by the Privacy Policy, incorporated by reference into these Terms. Where you provide us personal data of your end-users, you appoint us as your data processor under GDPR Art. 28; the standard processing terms applicable to that relationship are part of the Privacy Policy and form a Data Processing Agreement between us. Additional terms are available on request at hello@replyflow.tech.

10. Intellectual property

ReplyFlow and all software, designs, logos, and materials we provide are owned by us or our licensors and are protected by intellectual property laws. We grant you a limited, revocable, non-exclusive, non-transferable license to use the Service during your subscription.

11. Third-party services

The Service relies on third-party platforms (Meta Platforms, Telegram, Viber, Stripe, and others). We are not responsible for outages, policy changes, or actions taken by those platforms. Your use of those platforms is governed by their own terms.

12. Service availability

We aim for high availability but do not commit to a specific uptime SLA on standard plans. We may perform maintenance, deploy updates, or take a feature offline temporarily. We will try to give reasonable notice of planned downtime.

13. Disclaimers

The Service is provided "as is" and "as available". To the maximum extent permitted by law, ReplyFlow disclaims all warranties, express or implied, including merchantability, fitness for a particular purpose, non-infringement, and that the Service will be uninterrupted, error-free, or free of harmful components.

14. Limitation of liability

To the maximum extent permitted by law, ReplyFlow's total liability arising out of or relating to the Service is limited to the fees you paid to us in the 12 months immediately before the event giving rise to the claim. ReplyFlow is not liable for indirect, consequential, incidental, special, or punitive damages, including lost profits, lost revenue, lost data, or business interruption.

Nothing in these Terms limits liability that cannot be limited by law (including liability for fraud, gross negligence, or for personal injury caused by negligence). Mandatory consumer rights under EU and Greek law remain unaffected.

15. Indemnification

You will defend and indemnify ReplyFlow against third-party claims arising from your Customer Content, your violation of these Terms, or your violation of applicable law or third-party rights.

16. Termination

You may cancel at any time from your account settings. We may suspend or terminate your account for material breach, non-payment, or to comply with law. On termination, your right to use the Service ends, and we will delete your data on the timeline set out in the Privacy Policy.

17. Changes to these Terms

We may update these Terms. Material changes will be announced by email or in-app banner at least 15 days before they take effect. Continued use after the effective date means you accept the updated Terms.

18. Governing law and dispute resolution

These Terms are governed by the laws of the Hellenic Republic, without regard to conflict of laws principles. The courts of Athens, Greece have exclusive jurisdiction.

EU consumers may also bring proceedings in their place of residence as permitted by law and may use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

19. Contact

Contact: hello@replyflow.tech

ReplyFlow — Proteos 75, Palaio Faliro 175 61, Greece — AFM 188069677