Terms

About these Terms

These Terms apply to access to and use of the Reply website, the Reply client experience and any related services made available to customers or authorised users.

Where a customer has entered into a separate proposal, order form, service agreement or other written agreement with Reply, that agreement may contain additional or more specific terms. Where applicable, those customer-specific terms govern the relevant service arrangement.

The Reply Service

Reply is a lead-protection technology platform designed to help businesses respond to incoming enquiries, capture useful lead information and make that information available to the relevant team.

Depending on the customer's agreed configuration, Reply may support lead response, qualification, notifications and related lead-management functionality across supported communication channels.

The exact services, integrations and channels available to a customer depend on that customer's agreed setup. The appearance of a feature or channel on the Reply website does not mean that it is enabled for every customer.

How Reply Works

Reply is designed to work alongside a customer's existing team. Where the configured service allows it, the customer's team can receive the first opportunity to respond and Reply can step in when required.

Reply may then capture and qualify the enquiry before making the available lead information accessible to the customer's team.

Delivery or attention notifications may use supported channels such as WhatsApp, email or SMS depending on the customer's configuration and the availability of the relevant third-party service.

Accounts & Access

Where Reply provides access to the client portal or another protected area, access is intended only for authorised users.

Users are responsible for keeping their login details reasonably secure and for ensuring that credentials are not knowingly shared with unauthorised persons.

Reply should be notified promptly if a user becomes aware of suspected unauthorised access, compromised credentials or other activity that may affect the security of an account.

Customer Responsibilities

Customers are responsible for providing accurate information reasonably required to configure and operate their Reply service, including relevant routing, contact, integration and business information.

Customers remain responsible for their own business decisions, follow-up activity and relationships with their leads, prospects and customers.

Where a customer connects third-party accounts, numbers, platforms or services to Reply, the customer is responsible for ensuring that it has the appropriate authority to use and connect those services.

Acceptable Use

Reply must not be used for unlawful, fraudulent, abusive, deceptive or harmful activity.

Users must not knowingly:

• attempt to gain unauthorised access to Reply systems, accounts or infrastructure;
• interfere with or intentionally disrupt the operation, performance or security of the service;
• use Reply to transmit malicious software or unlawful communications;
• use the service in a way that infringes the rights of another person or organisation; or
• attempt to misuse or circumvent security, access or usage controls.

Communications & Notifications

Reply may use configured communication channels to process, deliver or notify customers about enquiries and lead information.

The availability, timing and successful delivery of a communication may depend on telecommunications networks, messaging services, internet connectivity, customer settings and other systems outside Reply's direct control.

Customers are responsible for ensuring that their own use of calls, messages and other communications complies with laws and requirements applicable to their business and their recipients.

Third-Party Services

Reply may rely on third-party technology or service providers to deliver parts of the service. These may include telecommunications, messaging, hosting, CRM, integration, analytics or other technology providers.

Third-party services may be subject to their own terms, policies, service availability and technical limitations.

Reply cannot control every interruption, change or failure that originates within an independent third-party service.

Service Availability

Reply is designed to provide reliable lead-response and lead-management functionality. However, technology and telecommunications services cannot be guaranteed to operate without interruption in every circumstance.

Service availability may occasionally be affected by maintenance, connectivity, telecommunications providers, third-party platforms, integration changes or circumstances outside Reply's reasonable control.

Any specific service levels or availability commitments agreed with a customer are set out in that customer's applicable service agreement.

Lead & Commercial Outcomes

Reply is intended to help businesses protect and manage opportunities more effectively by supporting lead response, qualification and delivery.

Reply does not guarantee that an enquiry will result in a sale, appointment, instruction, contract, revenue or any other commercial outcome.

The customer remains responsible for its own follow-up, commercial decisions and interactions with prospects and customers.

Fees & Commercial Terms

Pricing, billing arrangements, included services, usage allowances and any other customer-specific commercial terms are governed by the relevant proposal, order, subscription arrangement or service agreement.

Where the customer agrees additional services, integrations or functionality, separate or updated commercial terms may apply.

Privacy & Data

Personal information processed through Reply is handled in accordance with applicable data-protection requirements and Reply's Privacy Policy.

Where Reply processes personal information on behalf of a customer, additional data-processing terms or contractual arrangements may apply.

Customers are responsible for ensuring that they have an appropriate lawful basis and any required notices or permissions for personal information that they submit to or process through the service.

Further information is available in Reply's Privacy Policy.

Intellectual Property

The Reply name, branding, website, platform interface, software, documentation and related materials are protected by applicable intellectual-property rights.

Except where expressly agreed otherwise, access to or use of Reply does not transfer ownership of Reply's intellectual property to a customer or user.

Customers retain responsibility for and any applicable rights in content, information and materials they lawfully provide for use with the service.

Suspension & Termination

Access to the service may be restricted or suspended where reasonably necessary to protect security, prevent unlawful or abusive use, respond to a material service issue or comply with applicable requirements.

Customer-specific cancellation, suspension and termination rights are otherwise governed by the applicable service agreement or commercial arrangement between Reply and the customer.

Liability

Reply provides technology intended to support lead handling and communication workflows. Customers remain responsible for their own business decisions, staff actions, follow-up and commercial outcomes.

To the extent permitted by applicable law, any limitations, exclusions, liability caps or remedies that apply to a customer's use of Reply are governed by the applicable customer agreement. Nothing in these Terms excludes or limits liability where it cannot lawfully be excluded or limited.

Changes to these Terms

Reply may update these Terms where reasonably necessary to reflect changes to its services, operating practices or applicable requirements.

The current version is published on this page and the revision date is shown above.

Governing Law

Any governing-law, jurisdiction or dispute provisions that apply to a customer relationship are set out in the applicable customer agreement. Any mandatory rights or legal protections that apply under applicable law remain unaffected.

Contact

Questions about these Terms or the Reply service can be submitted through Reply's contact page.

Contact Reply