Terms & Conditions

This document is drafted and published on replypool.com in English only.

These Terms & Conditions (the “Terms”) form the contract between KeepFlow L.L.C-FZ — below “KeepFlow”, “we”, “us”, or “our” — and every person or organisation that uses the replypool.com website, the platform, its APIs, widgets, integrations, documentation, trial environment, or any related offering (together, the “Services”). Opening an account, clicking acceptance, buying a subscription, or simply using the Services means you take these Terms on as binding.

Summary of key points

• Use of the platform — trial or paid — binds you to these Terms; a signed order form or commercial agreement wins over them wherever the two collide.
• The trial advertised on the pricing page runs 30 days as of the effective date; paid plans are billed up front and renew on their own until you cancel, and payments normally stay with us unless the Refund Policy or mandatory law says otherwise.
• You receive a limited right to run the platform for your own business; the software, models, and documentation stay our property.
• Content you bring stays yours — you just license us to process it so the service can function, and you confirm you are allowed to share it with us.
• AI output can miss the mark; checking and approving whatever goes out to your customers is on you, and the platform gives no professional advice.
• Neither side answers for the other’s indirect losses, and our total exposure is capped at the smaller of three months’ fees or AED 5,000.
• U.A.E. law applies, U.A.E. courts decide disputes exclusively, and claims expire six months after they arise.

1. The agreement

1.1 What the Terms cover

Every mode of use falls under these Terms — trial, paid, beta, and enterprise alike. Order forms, commercial schedules, service descriptions, and statements of work that we expressly accept in writing become part of the contract as well.

1.2 Order of precedence

If a signed order form or another written commercial document contradicts these Terms, that document controls — but only for the point of contradiction.

1.3 Acting for a company

Using the Services for an employer or another legal entity is a representation that you hold the authority to commit that entity to these Terms. “You” then covers both the entity and the person acting for it.

1.4 Updates to the Terms

The Terms can change over time. Material revisions are posted on the Website, and we may add an email, an in-product banner, or another reasonable heads-up. Carrying on with the Services once a revision takes effect counts as accepting it.

2. Definitions

• “Account” — the account opened by you, or on your behalf, for access to the Services.
• “Customer Content” — every piece of data or material that you or your authorised users bring into the Services: files, records, prompts, instructions, knowledge-base items, conversation logs, tickets, attachments, and anything comparable.
• “Documentation” — the technical guides, user manuals, onboarding notes, and other explanatory material we publish for the Services.
• “End User” — a person who talks to your chat widget, support channels, helpdesk, or other communication surfaces wired into the Services.
• “Integrations” — outside software, channels, websites, file stores, helpdesks, messaging tools, or APIs that you elect to hook up to the Services.
• “Output” — whatever the Services produce: replies, suggestions, summaries, classifications, drafts, recommended actions, and other generated material, AI-generated content included.
• “Subscription Plan” — the commercial arrangement you pick and we accept: trial, monthly, annual, enterprise, or otherwise.
• “Website” — replypool.com together with its subdomains, localised versions, hosted product pages, and the administrative surfaces we run for the Services.

3. Accounts

3.1 Who may register

The Services are open to you only if you can lawfully enter binding contracts and no applicable rule bars you from using them. Registration, billing, and contact details must be truthful and complete when given, and kept that way for as long as the contract runs.

3.2 Guarding the Account

Whatever happens under your Account is yours to answer for — including what your staff, contractors, agents, and other authorised users do. Keep credentials secret, apply sensible access controls, and tell us promptly once you learn of any break-in, compromise, or misuse touching the Account.

3.3 Verification and refusal

We may ask for extra information where reasonably needed to confirm identity, authority, business particulars, payment method, or compliance standing. Registration can be declined, conditions imposed, or access paused when fraud, abuse, sanctions exposure, security worries, or a suspected breach of law or these Terms calls for it.

4. Trials, fees, and taxes

4.1 Free trial

A free trial may be on offer; when these Terms took effect, the public pricing page put its length at 30 days. What the trial includes — scope, usage caps, features, eligibility — is ours to set, and we can adjust, withdraw, or swap it at any time.

4.2 Subscriptions and renewal

Once a trial runs out, paid features require a Subscription Plan. Fees fall due in advance, and each billing cycle renews automatically unless cancelled before the renewal date through the plan settings or as a written commercial agreement provides.

4.3 Payment authorisation

You permit us and our payment processors to collect every amount owed — fees, recurring charges, taxes, and other agreed sums — from the payment method you chose. Unless stated otherwise in writing, paid fees cannot be cancelled or recovered, always subject to mandatory law and the Refund Policy.

4.4 Taxes

Quoted fees leave out taxes unless the quote says otherwise. Sales, use, withholding, VAT, GST, and comparable duties or levies tied to your purchase or use sit with you — everything except taxes on our own net income. Where a withholding obligation applies to you, the payment must be grossed up so the full contractual amount lands with us.

5. Using the Services

5.1 Your licence

Provided these Terms are honoured and fees paid when due, you hold — for the subscription term — a limited, non-exclusive right to reach and use the Services for internal business needs. The right cannot be transferred or sublicensed; your authorised users may exercise it, but only for your benefit and within the plan you bought.

5.2 What the platform does

The platform serves customer-support operations: AI reply generation, knowledge workflows with retrieval augmentation, chat widgets, analytics, workflow controls, rule-driven guidance, integrations, and adjacent functionality. Individual features can hinge on which integrations are supported, how good the underlying data is, whether a model is available, and the plan tier in force.

5.3 Outputs are drafts, not advice

Outputs come from automated generation, and automation errs: they can be wrong, stale, partial, biased, or a poor fit for the case at hand. Reviewing, approving, discarding, and deploying Outputs — above all anything that reaches your customers through connected channels — is entirely your job. Nothing the Services produce amounts to legal, regulatory, accounting, employment, medical, or any other professional advice.

6. Customer Content and Integrations

6.1 Ownership and our processing licence

Customer Content stays yours — title and all rights remain with you, less only what these Terms license to us. We and our subprocessors receive from you a non-exclusive, worldwide licence to host, transmit, copy, display, reformat, analyse, derive signals from, and otherwise handle Customer Content so far as needed to run, support, secure, administer, and improve the Services, to satisfy legal duties, and to enforce our contracts.

6.2 Your assurances

You promise that every right, permission, notice, and lawful basis needed to hand Customer Content to us — and to let us process it — is in place, including where that content carries personal data, confidential material, customer correspondence, or third-party works. The lawfulness, accuracy, integrity, and fitness of Customer Content are your responsibility alone, as are your configuration decisions: automations, escalation rules, and the workflows that approve outgoing replies.

6.3 Connected third-party services

Hooking up an Integration authorises us to reach it and swap data with it for you. The third party’s own terms, privacy rules, and operating requirements govern your use of that Integration. Third-party products — their uptime, security, legality, performance — are outside our remit, and data loss or outages rooted in systems beyond our reasonable control are not ours to compensate.

7. Acceptable use

Unlawful, fraudulent, harmful, infringing, deceptive, or abusive use of the Services — by you or anyone you let in — is off limits, as is anything else at odds with these Terms or the law. In particular, you must not, nor allow others to:

• feed the platform content you lack rights to, or content whose processing would break privacy, confidentiality, consumer-protection, employment, export-control, sanctions, or intellectual-property rules;
• produce or distribute spam, phishing, harassment, malware, discriminatory material, or customer messages built to deceive or manipulate;
• decompile, disassemble, or reverse engineer the Services, publish benchmarks without our sign-off, scrape or mirror them, or otherwise dig for source code, prompts, models, weights, or the security mechanisms and internal components beneath — save where the law voids such a restriction;
• dodge usage caps, rate limits, access restrictions, or security features, or degrade the integrity or performance of the Services and the systems behind them;
• build or train a rival product or model on the Services or their Outputs where doing so breaks the law or our intellectual-property rights;
• pass off AI-generated material as purely human work where disclosure is legally or commercially called for, or let the Services alone drive high-stakes decisions with no human in the loop.

8. Intellectual property

8.1 What stays ours

The Website and the Services, the Documentation, the models and workflows, interfaces and design elements, analytics, accumulated service know-how, and every related intellectual-property right belong to us and our licensors, now and after termination. Beyond the narrow rights these Terms spell out, nothing passes to you — not by implication, estoppel, or any other route.

8.2 Feedback

Ideas, suggestions, feature requests, and other feedback you share about the Services may be used by us freely and without payment, so far as the law allows — with one promise in return: we will not name you publicly as the source without your consent.

8.3 Aggregated statistics

We may distil usage into aggregated, anonymised, de-identified statistics and diagnostics that point to no customer and no End User, and apply them to security, support, research, trend analysis, benchmarking, and product improvement.

9. Beta and early-access features

9.1 Nature of Beta Features

Alpha, beta, preview, experimental, and early-access capabilities (“Beta Features”) may appear from time to time. They can be unfinished, reworked, dropped, or left unsupported whenever we choose, and extra usage rules or notices may attach to them.

9.2 No commitments

Beta Features ship “as is” and “as available”: no warranties, no service commitments, no support duties, no promise of continuity. Absent a written agreement saying otherwise, they are unfit for production-critical workloads and for highly sensitive data.

10. Privacy and security

10.1 Two processing roles

The Privacy Policy describes how personal data is handled for our own business ends. Depending on the situation, we operate either as an independent controller — account administration, billing, security, lawful marketing — or as a processor/service provider following your instructions over Customer Content moving through the platform.

10.2 Your compliance homework

Whether the Services suit your intended use is your call to make: decide if a data processing agreement is needed, run privacy or security assessments, notify your End Users, and configure the platform so it matches the legal and contractual duties resting on you.

10.3 Safeguards and their limits

Reasonable organisational, technical, and administrative safeguards protect the Services and Customer Content on our side. Still, no cloud service anywhere is immune to outages or intrusion, and backups, internal approvals, and continuity planning appropriate to your operations remain yours to maintain.

11. Changes, availability, and support

11.1 Evolving the product

Any part of the Services can be improved, altered, paused, or retired over time — features, model providers, integrations, workflows, limits, interface elements, Documentation. Where practical, reasonable efforts go into sparing core paid functionality from material degradation during an active term, unless security, legal requirements, or a third-party dependency force the change.

11.2 Service levels only in writing

Uptime figures, support response times, onboarding deliverables, and dedicated-support duties bind us only when a Subscription Plan, order form, or separate written agreement spells them out. Public talk of target response or resolution times is illustration, not contract, unless a written document says so expressly.

12. No warranties

12.1 As is, as available

So far as the law permits, the Services and Website, the Documentation, Beta Features, and Outputs — with everything related — come with no promises: they are delivered “as is” and “as available”. We disclaim every warranty, express, implied, statutory, or otherwise: merchantability, fitness for a given purpose, title, non-infringement, accuracy, uninterrupted operation, security, and any assurance that the Services will match your needs or produce a particular business result.

12.2 Your safety nets

Nor do we promise that Outputs will be right, complete, compliant, or usable for any given scenario, or that a defect will be cured within any timeframe. Human review, fallback paths, escalation routes, and other safeguards proportionate to your use are for you to put in place.

13. Liability limits

13.1 Excluded damages

So far as the law permits, neither party owes the other anything for incidental, indirect, special, consequential, punitive, or exemplary damages, nor for lost profits, revenue, business, goodwill, expected savings, data, or interrupted operations connected with these Terms — foreseeability notwithstanding.

13.2 Cap

Everything we could ever owe in connection with these Terms, the Services, or the relationship between the parties is capped at the smaller of two figures: the fees you actually paid us over the three (3) months before the event that founded the claim, or AED 5,000. Where applicable law forbids limiting a given head of liability, the cap yields.

13.3 What no clause can exclude

Fraud and fraudulent misrepresentation, deliberate wrongdoing, negligently caused death or bodily harm where the law bars exclusion, and every other liability the law refuses to let parties waive — none of that is touched by these Terms.

14. Indemnity

You will defend KeepFlow, its affiliates, and their officers, directors, employees, contractors, and agents against third-party claims, actions, and investigations — and cover the resulting damages, losses, liabilities, judgments, settlements, costs, and reasonable legal fees — whenever the claim grows out of: (a) Customer Content; (b) use of the Services contrary to these Terms or the law; (c) your dealings with End Users; (d) Integrations you connected; or (e) your own negligence, fraud, or misconduct.

15. Term, suspension, and ending the contract

15.1 Duration and cancellation

The contract starts the moment you first accept these Terms or use the Services, and runs until terminated. Walking away is simple: stop using the Services and switch off renewal in your account settings where the option exists, or give written notice as your Subscription Plan or order form provides.

15.2 Suspension

Access can be paused or narrowed on the spot when that is reasonably needed to head off harm, look into suspected abuse, shield the Services or other users, obey the law, deal with a security incident, chase overdue payment, or hold you to these Terms. Where notifying you is lawful and practical, we make reasonable efforts to do it.

15.3 Termination and survival

We may end the contract or cut off access with immediate effect if a material breach goes uncured for a reasonable time after notice, if insolvency or similar proceedings reach you, if keeping the service running would put us at legal or regulatory risk, or if a court, regulator, or government body orders it. Termination ends your right to use the Services at once; clauses meant to outlive the contract do so — accrued payment duties, intellectual-property terms, confidentiality, disclaimers, liability limits, indemnities, and the dispute-resolution machinery among them.

16. Notices and complaints

16.1 How notices travel

Notices from us can go to the email tied to your Account, appear inside the Services, or be posted on the Website — you accept all three routes. Notices from you go to support@replypool.com or the contact points published on the Website, unless a signed contract names a different address.

16.2 Complaints

Complaints, support issues, and legal inquiries should arrive with enough detail for a proper review. Reasonable efforts go into answering within a commercially sensible window; intricate legal, billing, or security matters simply take longer to untangle.

17. Governing law and disputes

17.1 Applicable law

The laws of the United Arab Emirates govern these Terms and every non-contractual obligation connected with them, conflict-of-law rules set aside.

17.2 Forum and time bar

Unless something different is agreed in writing, disputes, controversies, and claims connected with these Terms or the Services belong exclusively to the courts of the United Arab Emirates. So far as the law allows, a claim not brought within six (6) months of its cause arising is barred.

18. General provisions

18.1 Entire agreement

These Terms — read together with the applicable Subscription Plan, any order form or DPA, and every other commercial document we accepted in writing — are the whole deal on the Services and displace earlier talks and understandings on the same subject.

18.2 Assignment

Transferring these Terms requires our prior written consent, with one exception: a merger or a sale of substantially all your assets, provided the successor commits in writing to these Terms. We, in turn, may assign them within a corporate reorganisation, merger, or asset sale.

18.3 Severability

Should any clause prove invalid or unenforceable, the rest stands untouched, and the failed clause is read in the way that best preserves what the parties originally meant, as far as the law permits.

18.4 Waiver

Sitting on a right, or exercising it late, does not waive it. A waiver counts only when recorded in writing and signed by someone authorised to represent the waiving party.

18.5 Independent parties

These Terms make the parties neither partners nor principal and agent; no fiduciary, employment, or joint-venture relationship arises from them.