01
Acceptance of terms
These Terms of Service ("Terms") form a binding agreement between you (and, where applicable, the organisation you represent) and Panorama Brands B.V., which operates ReplyBay as a trading name and software product ("ReplyBay", "we", "us"). Panorama Brands B.V. is a Dutch private limited company registered with the Dutch Chamber of Commerce under KvK 92632483 at Keizersgracht 442, 1016 GD Amsterdam, the Netherlands. By creating an account, accessing, or using the ReplyBay service, you confirm that you have read, understood, and agree to these Terms.
If you are entering into these Terms on behalf of a company or other legal entity, you represent that you have the authority to bind that entity. If you do not agree to these Terms, you must not use the service.
02
Service description
ReplyBay is an AI-assisted customer support platform. It connects to the messaging channels you authorise, reads incoming messages, organises them, and drafts suggested replies in your voice. You retain control over whether, when, and how those drafts are sent.
We may add, modify, or discontinue features of the service over time to improve it. Where a change materially reduces core functionality, we will make reasonable efforts to notify you in advance.
03
Account registration and security
To use ReplyBay, you must register for an account and provide accurate, current, and complete information. You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account.
You agree to notify us immediately at support@replybay.com of any unauthorised use of your account or any other breach of security. We are not liable for any loss arising from your failure to safeguard your credentials. You must be at least 18 years old, or the age of legal majority in your jurisdiction, to use the service.
04
Acceptable use
You agree not to use ReplyBay to:
- Violate any applicable law or regulation, or infringe the rights of any third party.
- Send spam, unsolicited bulk communications, or messages that you are not authorised to send.
- Transmit malware, attempt to gain unauthorised access to our systems, or interfere with the integrity or performance of the service.
- Reverse engineer, resell, or sublicense the service except as expressly permitted by these Terms.
- Process data in a manner that violates the privacy or data-protection rights of the individuals you correspond with.
We reserve the right to suspend or terminate access for any use that we reasonably determine breaches this section.
05
Subscription and billing
ReplyBay is offered on a subscription basis. By subscribing to a paid plan, you authorise us (or our payment processor) to charge the applicable fees, plus any taxes, on a recurring basis according to your billing cycle.
Subscriptions renew automatically at the end of each period unless cancelled before the renewal date. You may cancel at any time from your account settings; cancellation takes effect at the end of the current billing period. Except where required by law, fees already paid are non-refundable. We will give reasonable advance notice of any change to our pricing.
06
Data and privacy
Your use of ReplyBay is also governed by our Privacy Policy, which explains how we collect, use, and protect personal data. ReplyBay hosts its core application and primary data in the European Union. Providers you authorise may process the limited data required for their services in other regions, subject to their terms and the transfer safeguards described in the Privacy Policy.
We never sell your data, and we never use your data to train third-party models. Where ReplyBay processes message content on your behalf, we act as a data processor and you act as the data controller; the parties agree to comply with their respective obligations under the GDPR, including under a data processing agreement where required.
07
AI-generated content
ReplyBay uses artificial intelligence to generate suggested replies. Depending on the workspace controls you select, a reply may remain a draft for human review or be sent automatically after configured confidence and delay rules. AI systems can produce content that is inaccurate, incomplete, or inappropriate for a given context.
You are responsible for choosing suitable automation controls, monitoring their performance, and the content sent from your connected channels. Enable automatic sending only where it is appropriate for your use case. ReplyBay does not guarantee the accuracy, suitability, or legal compliance of generated content, and you should not rely on it as professional, legal, financial, or medical advice.
08
Intellectual property
The ReplyBay platform, including its software, design, branding, and documentation, is owned by Panorama Brands B.V. and protected by intellectual property laws. We grant you a limited, non-exclusive, non-transferable, revocable licence to use the service in accordance with these Terms.
You retain all rights to the content and data you provide ("Customer Content"). You grant us a limited licence to process Customer Content solely as necessary to operate and provide the service to you. Nothing in these Terms transfers ownership of your content to us.
09
Limitation of liability
To the maximum extent permitted by law, the service is provided "as is" and "as available" without warranties of any kind, whether express or implied, including fitness for a particular purpose and non-infringement.
To the maximum extent permitted by law, ReplyBay shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or for any loss of profits, revenue, data, or goodwill. Our total aggregate liability arising out of or relating to these Terms shall not exceed the total fees you paid to us in the twelve (12) months preceding the event giving rise to the claim. Nothing in these Terms limits liability that cannot lawfully be limited.
10
Termination
You may cancel a paid subscription without deleting your account, or permanently delete your account from Settings. We may suspend or terminate your access if you materially breach these Terms, fail to pay applicable fees, or use the service in a way that creates risk or legal exposure for us or other users.
Account deletion first cancels active subscriptions and then removes active-system data as described in the Privacy Policy. Cancelling a subscription alone does not delete the account. Sections that by their nature should survive termination, including intellectual property, limitation of liability, and governing law, will continue to apply.
11
Governing law
These Terms are governed by and construed in accordance with the laws of the Netherlands and, where applicable, the law of the European Union, without regard to conflict-of-law principles.
The competent courts in Amsterdam, the Netherlands, shall have jurisdiction over disputes arising out of or in connection with these Terms, subject to any mandatory consumer protections available to you in your country of residence.
12
Contact
If you have any questions about these Terms, please contact us:
For privacy-specific enquiries, contact support@replybay.com.