Terms & Conditions

By registering for, accessing, or using the Service in any way, you confirm that you have read, understood, and agree to be bound by these Terms and by our Privacy Policy. If you do not agree, you must not use the Service.

If you use the Service on behalf of a business or other organization (each an "organization"), you represent and warrant that you have the authority to bind that organization to these Terms, and "you" refers to both you and that organization. The person who first creates an organization is recorded as its owner and is responsible for managing the people they invite to it.

Where these Terms reference the handling of personal data, the processor terms in Section 7 also apply and govern how Replyhand processes End Customer personal data on your behalf. Together with our Privacy Policy, these Terms form the entire agreement between you and Replyhand regarding the Service, as set out more fully in the general provisions in Section 17.

Replyhand is a multi-tenant, web-based software platform that gives a team one place to manage customer conversations. Each business is an organization, and Account Users belong to one or more organizations with a role of owner, admin, or member. The Service is provided in English only. The Service includes, among other things:

• Shared inbox — a unified team inbox where inbound customer messages arrive, with conversation assignment, status (open, snoozed, or closed), priority flagging, internal team notes that are never shown to the customer, and an activity timeline of conversation events.
• Contacts (light CRM) — a consolidated record for each person who contacts you, storing the details you or your customer provide (such as display name, email, phone, and notes/metadata you choose to enter), with identities merged across channels.
• Public web chat widget — a public chat page for each organization, embeddable on your own website via an inline frame, through which visitors can message your team without creating an account (see Section 8).
• Team management — inviting and removing members, assigning roles, and transferring ownership, with tenant isolation enforced in the database by Row-Level Security so each organization can access only its own data.

We may add, change, or remove features over time. Some capabilities are planned but not yet available, and we describe those clearly as planned wherever they appear — including additional inbound channels such as WhatsApp, Instagram, Facebook Messenger, SMS, voice, and email (see Section 9). Planned features are not part of the Service today, and nothing in these Terms is a commitment to deliver them.

For clarity, the Service does not currently include any artificial-intelligence or automated-reply features, payment processing, file or image uploads, or outbound publishing to social-media platforms. If we add any of these, we will describe them and present any additional terms at that time.

The Service is intended for business and commercial use by organizations and the people who work in them. By using the Service you represent and warrant that:

• You are at least 18 years old. The Service is not directed to, and may not be used by, anyone under 18.
• You are using the Service for business or professional purposes, and not as a consumer.
• The registration and organization information you provide is accurate, current, and complete, and you will keep it up to date.
• You have the authority to bind any organization on whose behalf you act.

Account security

You are responsible for safeguarding access to your account — including the email inbox that receives your sign-in codes and any third-party account you sign in with — and for all activity that occurs under your account. You must notify us promptly at support@replyhand.com if you suspect any unauthorized access or use. Within an organization, the owner and admins control who is invited and what role each person holds; you are responsible for the actions of the people you invite and for revoking access when someone no longer needs it. Authentication is handled by Supabase Auth; Replyhand accounts have no password.

Sign-in methods

You can sign in using your email address and a one-time code we send to it (sign-in is passwordless). Where it is enabled for the Service, you may also sign in with single sign-on via "Sign in with Google" or "Sign in with Microsoft." You are responsible for maintaining the security of the email account and any third-party account you use to sign in.

When you use "Sign in with Google," Replyhand's use and transfer of information received from Google APIs adheres to the Google API Services User Data Policy, including its Limited Use requirements. We use the Google profile data we receive (such as your name, email, and avatar) only to create and operate your account and to provide the sign-in feature, and we do not sell that data or use it for advertising. When you use "Sign in with Microsoft," we receive basic profile data from Microsoft (such as your name, email, and avatar) and use it only to create and operate your account and to provide the sign-in feature; we do not sell that data or use it for advertising.

Invitations

Owners and admins can invite teammates by email address with a role of admin or member (the owner role is not granted by invitation). An invitation is a single-use link that expires after 7 days and can be redeemed only by signing in or signing up with the matching email address. Where email delivery is configured, the invitation is emailed; otherwise it is shared as a link that the inviter distributes. You are responsible for sending invitations only to people you intend to grant access and for the secure handling of invitation links.

This is a forward-looking clause. At present, the Service does not include any paid plans, subscription billing, or payment processing, and Replyhand does not collect payment-card details or charge fees through the Service. This section describes how paid plans may work in the future so that you have advance notice; it does not create any payment obligation today.

If and when we introduce paid plans or subscriptions, we will publish the applicable prices, billing cycles, and plan terms, and we will make them available to you before you become obligated to pay. Any future paid plan will be subject to additional terms presented at the point of purchase, including details about renewals, taxes, refunds, and cancellation. Unless and until you expressly subscribe to a paid plan under those terms, your use of the Service remains free of charge.

We will give you reasonable advance notice before any feature you are actively using transitions from free to paid, so you can decide whether to subscribe or to stop using that feature.

You agree to use the Service lawfully and responsibly. You must not, and must not permit anyone else (including your End Customers via your widget) to:

• Use the Service for any illegal, fraudulent, or harmful purpose, or in violation of any applicable law or regulation.
• Abuse, disrupt, flood, or overload the Service or any channel (including sending high volumes of automated or repeated messages through the web chat widget), or attempt to gain unauthorized access to any part of it, to other organizations' data, or to the systems or networks behind it.
• Scrape, harvest, or extract data from the Service by automated means except through functionality we expressly provide.
• Reverse engineer, decompile, or disassemble any part of the Service, or attempt to derive its source code, except to the limited extent such restriction is prohibited by applicable law.
• Upload, store, transmit, or publish infringing, defamatory, obscene, malicious, or otherwise unlawful content, including malware, or content that violates the intellectual-property or privacy rights of others.
• Send spam or unsolicited messages, or send any marketing or messaging communications to recipients who have not given the consent required by law.
• Upload or enter other people's personal data without a lawful basis and the rights, notices, and consents required to do so (see Section 7).
• Use the Service to develop a competing product, or resell or sublicense access to it without our written permission.
• Interfere with security-related features, or remove, disable, or circumvent any access controls or usage limits.

Free-text fields warning. Many fields — including message bodies, conversation subjects, contact details, internal notes, and metadata — accept free text. You must not enter special-category data (for example, data revealing health, religion, ethnicity, or similar sensitive information) or any other data you do not have a lawful basis to process, and you should not collect such data from End Customers through the widget. You are responsible for the content you and your End Customers place in these fields. We may suspend or limit access to investigate suspected violations of this section, as described in Section 15.

As between you and Replyhand, you retain all ownership of the content and data you submit to the Service — including your organization and business information, contact records, conversations, messages, internal notes, and channel configuration (collectively, "Your Content"). We do not claim ownership of Your Content.

To operate the Service for you, you grant Replyhand a worldwide, non-exclusive, royalty-free license to host, store, copy, transmit, display, and otherwise process Your Content solely as necessary to provide, maintain, secure, and improve the Service for you and your organization. This license includes the right to share Your Content with our sub-processors (listed in Section 10) strictly to perform these functions on our behalf — for example, storing it in our database, or sending an email you triggered, such as a team invitation. This license exists only to run the Service and ends when Your Content is deleted or your account is closed, except for residual copies retained in routine backups for a limited period and anything we must keep to comply with law (see Section 15).

You represent and warrant that you have all rights, consents, and permissions necessary to submit Your Content to the Service and to grant the license above, and that Your Content does not violate these Terms or any applicable law. Your organization's data is isolated from other organizations using database Row-Level Security, so each organization can access only its own data. Messages today are text only (up to 8,000 characters each); the Service does not currently support file or image attachments, and you should not rely on it to transmit or store files.

Replyhand handles two categories of personal data differently, and it is important you understand the distinction.

Account User data — Replyhand is the controller

For the personal data of Account Users (the names, email addresses, sign-in credentials, OAuth profile data, avatars, and roles of the owners, admins, and members who use the dashboard), Replyhand is the data controller. How we handle that data is described in our Privacy Policy, including the lawful bases we rely on (such as performing our contract with you and our legitimate interests in operating and securing the Service), the rights you have, retention, and international transfers.

End Customer data — you are the controller, Replyhand is the processor

For the personal data of your own End Customers — including the display names, email addresses, phone numbers, message content, conversation subjects, internal notes, and metadata associated with the people who contact you through Replyhand (today, through the web chat widget) — you (the business) are the data controller and Replyhand acts as a processor on your behalf and on your documented instructions. Under the CCPA/CPRA, you are the "business" and Replyhand is your "service provider."

Your instructions to Replyhand are the configured use of the Service: we process End Customer data to provide the features you use and as set out in these Terms and the Privacy Policy. We will process End Customer data only on your documented instructions unless required to do otherwise by law, in which case we will inform you (unless the law prohibits it). If we believe an instruction infringes applicable data-protection law, we will tell you.

These processor terms apply automatically whenever Replyhand processes End Customer personal data on your behalf. When Replyhand processes End Customer data as your processor, we commit to: process such data only on your documented instructions; ensure that the people we authorize to process it are bound by confidentiality; implement reasonable technical and organizational security measures (summarized in our Privacy Policy); engage sub-processors only under the notice terms in Section 10; assist you, taking into account the nature of the processing, in responding to requests from your customers about their data and in meeting your security and breach-notification obligations; notify you without undue delay of a personal-data breach affecting your data; and, at your choice, delete or return End Customer data on termination, except where retention is required by law.

Your responsibilities as a controller

Because you are the controller of your End Customers' data, you are responsible for: establishing a lawful basis for collecting and processing it; providing your customers and website visitors with the required privacy notices and transparency (including on any website where you embed the chat widget); and obtaining any consent the law requires — for example, consent for storing identifiers in a visitor's browser, and for any marketing or messaging communications. You are also responsible for honoring your customers' privacy rights and for ensuring the data you enter is accurate and lawfully obtained. The Privacy Policy sets out the full enumerated GDPR data-subject rights (access, rectification, erasure, restriction, portability, objection, and rights relating to automated decision-making) and CCPA/CPRA consumer rights (to know, delete, correct, opt out of sale or sharing, limit the use of sensitive personal information, and non-discrimination).

Because the Service does not currently offer self-service data export or End Customer deletion tooling, we will assist you with data-subject and consumer-rights requests — including access, correction, and erasure of End Customer data we hold for you — through our support process at privacy@replyhand.com. The controller obligations themselves remain yours.

Each organization has a public chat page that you can embed on your own website using an inline frame (an iframe). Through it, your website visitors can send your team a message without creating an account or signing in. The widget collects a visitor's message and, optionally, a display name and email address that the visitor chooses to provide for your reference; it does not require, and does not use the email to authenticate, the visitor.

How visitors are identified

To let a visitor return to the same conversation, the widget generates a random token in the visitor's browser and stores it in the browser's local storage. That token is the only credential for the conversation — anyone with access to that browser profile can resume the conversation, so the widget is best suited to non-sensitive, general customer enquiries. The widget does not set advertising or cross-site tracking cookies, and the Service does not log End Customer IP addresses or device fingerprints at the application layer. (Our infrastructure providers may process technical data such as IP addresses to deliver and secure the Service, as described in our Privacy Policy.)

Your responsibilities for the widget

Because you embed and present the widget on your own website, you are responsible for: displaying any notice or obtaining any consent your jurisdiction requires for storing an identifier in a visitor's browser; providing your visitors with a privacy notice covering how their messages are handled; and ensuring you have a lawful basis to collect and respond to the information visitors send. You must not configure or prompt the widget to collect special-category or other sensitive personal data (see Section 5).

The widget and the Service are provided "as is." We do not currently apply application-level rate limiting to widget submissions, and you are responsible for monitoring your inbox for spam or abuse and for moderating the conversations you receive. We are not responsible for the content End Customers submit through your widget.

Today, the web chat widget is the only live channel for receiving customer messages. Additional inbound channels — including WhatsApp, Instagram, Facebook Messenger, SMS, voice, and email — are planned but not yet available. They are represented in the product as configuration options that are not yet active, and nothing in these Terms is a commitment to deliver any of them on any timeline.

If and when we offer these channels, your use of them will be subject to any additional terms we present at that time and to the relevant third-party platform terms (for example, the Meta Platform Terms for WhatsApp, Instagram, or Facebook, and your carrier or provider terms for SMS and voice). You will be responsible for holding all rights and consents required to message your customers over those channels, including under applicable marketing, anti-spam, telemarketing, call-recording, and AI-disclosure laws. Replyhand is not endorsed by, sponsored by, or affiliated with Meta, Google, Microsoft, or any other platform, and we are not responsible for the acts, omissions, outages, policy changes, or API changes of those platforms.

The Service relies on third-party providers (our sub-processors) to function. We use only the providers listed below, and we use them strictly to provide the Service. They act as our service providers under contract and are restricted from using data for any purpose other than providing their service to us. Our current sub-processors are:

• Supabase — our primary backend, providing the PostgreSQL database, authentication (Supabase Auth), and realtime infrastructure, with Row-Level Security enforcing per-organization isolation. Supabase stores all application data and runs on Amazon Web Services (AWS).
• Vercel — application hosting and deployment, which serves the Service and processes requests in transit.
• Resend — transactional email delivery. We use Resend today only to send team-invitation emails, which means it receives an invitee's email address and the invitation link. This integration is optional; where it is not configured, invitations are shared as links instead.
• Google OAuth — optional "Sign in with Google" single sign-on, available only where it is enabled for the Service.
• Microsoft (Azure) OAuth — optional "Sign in with Microsoft" single sign-on, available only where it is enabled for the Service.

These providers are based in or process data in the United States (including Vercel, Resend, Google, and Microsoft), and Supabase hosts data on AWS. As a result, your data and the End Customer data you hold are processed in the United States; if you or your customers are located elsewhere, that information is transferred to and processed in the United States. Where the data-protection law that applies to you requires a specific safeguard for that transfer, we will put an appropriate one in place. Processing locations and retention are described further in our Privacy Policy. We do not currently use any payment processor, AI/LLM provider, or SMS, voice, or social-messaging provider.

We may add, replace, or remove sub-processors as the Service evolves. Where we act as your processor, we will give you notice of new sub-processors and a reasonable opportunity to object. We are not responsible for the acts, omissions, outages, errors, or changes of third-party providers, and your use of features that depend on them is subject to their availability. Some third-party providers' own terms may also apply to your use of features that integrate them.

The Service — including the Replyhand platform, software, design, user interface, documentation, and the Replyhand name, logo, and brand — is owned by Braintu Inc. and its licensors and is protected by intellectual-property laws. These Terms grant you a limited, non-exclusive, non-transferable, revocable right to access and use the Service for your business during the term of these Terms, and nothing more. We reserve all rights not expressly granted.

You may not use the Replyhand name, logo, or branding without our prior written permission. This section does not affect your ownership of Your Content, which remains yours as described in Section 6 (Your Content & Data).

If you send us feedback, suggestions, or ideas about the Service, you grant Replyhand a perpetual, irrevocable, worldwide, royalty-free license to use them for any purpose, without any obligation or compensation to you.

The Service is provided "as is" and "as available," without warranties of any kind, whether express, implied, or statutory. To the fullest extent permitted by law, Replyhand disclaims all warranties, including any implied warranties of merchantability, fitness for a particular purpose, title, and non-infringement, and any warranty that the Service will be uninterrupted, timely, secure, accurate, or error-free.

Without limiting the above, we do not warrant that messages will be delivered, received, or stored without delay or loss, and we are not responsible for the availability or performance of third-party services (see Section 10). You are responsible for maintaining your own records of any information that is important to you. Some jurisdictions do not allow the exclusion of certain warranties, so some of these exclusions may not apply to you.

We want to be upfront about the limits of our responsibility. To the fullest extent permitted by applicable law, Replyhand and its officers, employees, and suppliers will not be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, or for any loss of profits, revenue, data, goodwill, or business opportunities, arising out of or relating to your use of (or inability to use) the Service, even if we have been advised of the possibility of such damages.

Because the Service is currently provided free of charge, Replyhand's total aggregate liability for all claims arising out of or relating to the Service or these Terms will not exceed one hundred U.S. dollars (US $100). If and when you pay fees for the Service, the cap will instead be the greater of (a) the total fees you paid to Replyhand for the Service in the twelve (12) months before the event giving rise to the claim, or (b) one hundred U.S. dollars (US $100).

Nothing in these Terms excludes or limits any liability that cannot be excluded or limited under applicable law, including liability for fraud, gross negligence, willful misconduct, or death or personal injury caused by negligence. Where such law limits the operation of this section, this section applies to the maximum extent permitted.

You agree to defend, indemnify, and hold harmless Replyhand (Braintu Inc.) and its officers, employees, and agents from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or related to:

• Your Content and your use of the Service, including any content you or your End Customers submit or transmit through the Service;
• End Customer data you collect, enter, or process through the Service, including your failure to obtain a lawful basis, provide required notices, or obtain required consents as the controller (Section 7), including for the chat widget you embed on your website (Section 8);
• Your unlawful or non-consensual messaging, including any failure to comply with applicable marketing, anti-spam, or consent laws (Section 5);
• Your infringement or violation of any intellectual-property, privacy, or other rights of a third party;
• Your violation of any third-party platform's terms or policies (including, when you connect them, Meta's, Google's, or Microsoft's); and
• Your breach of these Terms or violation of any applicable law.

We may, at our option, assume the exclusive defense and control of any matter subject to indemnification, in which case you agree to cooperate with us.

By you

You may stop using the Service at any time. To delete your organization and the data associated with it, contact us at support@replyhand.com; deleting an organization removes its data as described below and ends access for the members invited to it.

By Replyhand

We may suspend or terminate your access to all or part of the Service, with or without notice, if you breach these Terms, if your use poses a security, legal, or operational risk to the Service or to others, if required by law, or if we discontinue the Service. Where practical and lawful, we will give you reasonable notice and an opportunity to remedy a breach before terminating.

Effect of termination

On termination, your right to access the Service ends. Because the Service does not currently offer self-service data export, you should contact us at support@replyhand.com if you need a copy of your data before your organization or account is deleted, and we will assist you. When an organization is deleted, its associated data — including contacts, conversations, and messages — is permanently deleted from the active database, with residual copies removed from routine backups in the ordinary course. Where we act as your processor for End Customer data, we will return or delete that data in accordance with your instructions, supporting your obligations under data-protection law (including the right to erasure), except for anything we are required to retain by law.

Survival. The sections that by their nature should survive termination will continue to apply, including Your Content & Data (as to license wind-down), Intellectual Property, Disclaimers, Limitation of Liability, Indemnification, Governing Law & Dispute Resolution, and these survival provisions.

We may modify, update, or discontinue features of the Service over time, and we may revise these Terms from time to time. When we make material changes to these Terms, we will provide reasonable notice — for example, by email to the address associated with your account or by an in-product notice — before the changes take effect.

We will update the effective date at the top of these Terms whenever we change them. If you continue to use the Service after a change takes effect, you accept the updated Terms. If you do not agree to a change, you must stop using the Service and may close your account as described in Section 15.

These Terms and any dispute or claim arising out of or relating to them or the Service are governed by the laws of the State of Delaware, USA, without regard to its conflict-of-laws rules. You and Replyhand agree to the exclusive jurisdiction and venue of the courts located in the State of Delaware, USA for the resolution of any dispute, except where applicable law gives you the right to bring proceedings elsewhere. Although the Service is intended for business use, nothing in these Terms removes any mandatory consumer or data-protection rights you may have under the laws of your country of residence (including, for users in the EU or UK, mandatory consumer protections), which continue to apply where they cannot be excluded by agreement.

Before bringing a formal claim, you agree to first contact us at support@replyhand.com so we can try to resolve the matter informally.

General provisions

Entire agreement. These Terms, together with the Privacy Policy and any incorporated third-party platform terms, are the entire agreement between you and Replyhand regarding the Service and supersede any prior understanding on the same subject. Severability. If any provision is held unenforceable, the rest remain in effect. No waiver. Our failure to enforce a provision is not a waiver of it. Assignment. You may not assign these Terms without our consent; we may assign them, including in connection with a merger, acquisition, or sale of assets. Force majeure. We are not liable for delays or failures caused by events beyond our reasonable control, including third-party or sub-processor outages. Notices. We may give you notice by email to your account address, which you agree is sufficient. No third-party beneficiaries, except that our sub-processors and platform partners may benefit from any pass-through or required-compliance terms in these Terms.

If you have questions about these Terms or the Service, please contact us:

• General & support: support@replyhand.com
• Privacy: privacy@replyhand.com
• Legal entity: Braintu Inc.
• Registered address: 251 Little Falls Drive, Wilmington, Delaware 19808, USA

For privacy-specific matters, including data-subject and consumer-rights requests and questions about our role as controller or processor, please also see our Privacy Policy.