Terms of Service
These Terms of Service (“Terms”) govern your access to and use of the InstantReply platform and website (the “Service”) provided by InstantReply (“we,” “us,” or “our”). By creating an account or using the Service, you agree to be bound by these Terms. If you are using the Service on behalf of an organization, you represent that you have authority to bind that organization to these Terms.
Last updated: April 18, 2026 | Effective date: April 18, 2026
1. Eligibility
You must be at least 18 years old and capable of entering into a binding contract to use the Service. The Service is intended for business use. If you are accepting these Terms on behalf of a company or organization, you warrant that you are authorized to do so.
2. Accounts and access
- You are responsible for maintaining the security of your account credentials. Do not share passwords. Enable multi-factor authentication where available.
- You are responsible for all activity that occurs under your account, whether or not you authorized it.
- You must notify us immediately at support@instantreply.co if you suspect unauthorized access.
- We reserve the right to suspend or terminate accounts that violate these Terms or that are used for fraudulent or abusive purposes.
3. Acceptable use policy
You may use the Service only for lawful purposes. You agree not to:
- Send unsolicited bulk messages (spam), phishing communications, or messages that violate the WhatsApp Business Policy, Meta Platform Terms, or any other applicable channel policies.
- Use the Service to harass, threaten, defame, or harm any person or entity.
- Transmit malware, viruses, or any code designed to damage or interfere with any system.
- Attempt to gain unauthorized access to any part of the Service, our infrastructure, or the accounts of other users.
- Scrape, reverse-engineer, decompile, or extract our proprietary data or source code.
- Use the Service to collect or process sensitive personal data (health, financial credentials, government ID numbers) beyond what is strictly necessary and lawful.
- Resell or sublicense the Service without our written permission.
- Circumvent or disable any rate limits, access controls, or security features.
- Use the Service in any way that violates applicable laws, including privacy laws, anti-spam laws (CAN-SPAM, CASL, GDPR), and export control regulations.
Violation of this policy may result in immediate suspension or termination without refund.
4. Subscriptions, billing, and cancellation
4.1 Fees and payment
Paid plans are billed in USD on a recurring basis (monthly or annually, depending on your chosen plan). All fees are stated exclusive of applicable taxes. You authorize us to charge your payment method on file for all amounts due. If a payment fails, we may suspend access to the Service after a reasonable grace period.
4.2 Plan changes
You may upgrade your plan at any time; the change takes effect immediately and any additional charge is prorated. Downgrades take effect at the start of the next billing cycle.
4.3 Cancellation
You may cancel your subscription at any time from your account settings or by contacting support. Cancellation takes effect at the end of the current paid period. You will retain access until that date. We do not provide partial refunds for unused time on monthly plans.
4.4 Refunds
All fees are non-refundable except where required by law or where we determine a refund is warranted at our sole discretion (for example, in the case of a significant service outage attributable to us). Annual plan refunds may be considered on a case-by-case basis within 14 days of purchase if the Service does not meet your expectations.
4.5 Price changes
We reserve the right to change pricing. We will give you at least 30 days notice before any price increase takes effect for your existing subscription.
5. Free trials and free plans
If we offer a free trial or free plan, it is provided “as is” without warranty. We reserve the right to modify or terminate free access at any time with reasonable notice. At the end of a trial, you must subscribe to a paid plan to continue using paid features. We may require a payment method at trial sign-up to prevent abuse.
6. Intellectual property
6.1 Our IP
The Service, including all software, designs, trademarks, logos, and content created by us, is owned by InstantReply or our licensors. These Terms do not grant you any ownership rights in the Service. You receive a limited, non-exclusive, non-transferable license to use the Service during your subscription.
6.2 Your data
You retain all rights to the data you upload to or generate through the Service (“Customer Data”). You grant us a limited license to process Customer Data solely to provide and improve the Service.
6.3 Feedback
If you provide feedback, suggestions, or feature requests, you grant us a royalty-free, worldwide, perpetual license to use that feedback without obligation or compensation to you.
7. Third-party integrations and channel compliance
7.1 General
The Service integrates with third-party platforms including Meta (WhatsApp Business API, Instagram, Facebook Messenger), Stripe, and others. Your use of those integrations is governed by the respective third-party terms and policies, which you are solely responsible for complying with. We are not responsible for the actions, availability, pricing, or policy changes of third-party platforms. We cannot guarantee continued availability of any integration if a third party changes its API, policies, or terminates our access.
7.2 WhatsApp and Meta platform compliance
By connecting WhatsApp Business API, Instagram, or Facebook Messenger through the Service, you agree to comply with all applicable Meta platform policies, including the WhatsApp Business Policy, the Meta Platform Terms, and Meta's Commerce Policy and Messaging Guidelines. You are solely responsible for:
- Obtaining valid opt-in consent from end-users before sending them messages via WhatsApp or Instagram, as required by Meta policy and applicable law.
- Ensuring your message templates, content, and frequency comply with Meta's messaging rules and do not constitute spam, harassment, or prohibited content.
- Ensuring your use of the WhatsApp Business API complies with all applicable anti-spam laws including CAN-SPAM, CASL, and the UAE Electronic Communications and Transactions Law.
- Any fines, penalties, API suspension, or account termination imposed by Meta on your Business Manager or phone number as a result of your messaging activity.
You acknowledge that Meta may suspend or terminate your access to WhatsApp Business API independently of InstantReply, and that such suspension does not entitle you to a refund of fees paid. If your messaging activity causes Meta to restrict or terminate InstantReply's platform access, you agree to indemnify us for any losses arising from that restriction.
7.3 AI-generated content
The Service includes AI features that generate suggested replies and automated responses. AI outputs may be inaccurate, incomplete, or contextually inappropriate. You are solely responsible for reviewing, editing, and approving any AI-generated content before it is sent to your customers. We are not liable for any harm, reputational damage, regulatory breach, or customer complaint arising from AI-generated content that you choose to send.
8. Service availability
We aim for high availability but do not guarantee any specific uptime percentage unless specified in a separate written Service Level Agreement (SLA) with your organization. The Service may be unavailable during planned maintenance windows (for which we will provide advance notice where practical) or due to circumstances outside our control. We are not liable for damages caused by downtime unless a signed SLA specifies otherwise.
9. Disclaimers
The Service is provided “as is” and “as available” without warranties of any kind, express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, non-infringement, or uninterrupted operation.
We do not warrant that the Service will be error-free, that defects will be corrected, or that the Service is free of viruses or other harmful components. AI features generate outputs that may be inaccurate, incomplete, or inappropriate. You are responsible for reviewing and verifying any AI-generated content before use.
10. Limitation of liability
To the maximum extent permitted by applicable law, InstantReply and its affiliates, officers, employees, and agents will not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits, revenue, data, goodwill, or business opportunities, arising out of or in connection with the Service or these Terms, even if advised of the possibility of such damages.
In any event, our total aggregate liability to you for any claim arising from or related to the Service will not exceed the greater of (a) the amount you paid us in the 12 months immediately preceding the claim, or (b) USD $100.
Some jurisdictions do not allow certain liability limitations; in those jurisdictions our liability is limited to the maximum extent permitted by law.
11. Indemnification
You agree to indemnify, defend, and hold harmless InstantReply and its officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or related to: (a) your use of the Service in violation of these Terms; (b) your violation of any applicable law or regulation; (c) your violation of any third-party right, including intellectual property or privacy rights; or (d) any content or data you submit to the Service.
12. Termination
Either party may terminate these Terms at any time. We may suspend or terminate your access immediately, without notice or liability, if you materially breach these Terms or if required by law or a third-party platform policy. Upon termination, your right to use the Service ends immediately. You may export your Customer Data for up to 30 days after termination, after which we may delete it per our retention policy. All provisions that by their nature should survive termination will survive, including intellectual property, disclaimers, limitation of liability, and dispute resolution.
13. Governing law and dispute resolution
These Terms and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) are governed by and construed in accordance with the laws of the United Arab Emirates, including UAE Federal Law No. 1 of 2006 on Electronic Commerce and Transactions and UAE Federal Decree-Law No. 45 of 2021 on Personal Data Protection, without regard to conflict of law principles.
Any dispute arising from or relating to these Terms or the Service will first be referred to good-faith negotiation between the parties for a period of 30 days from written notice of the dispute. If the dispute is not resolved through negotiation, it will be subject to the exclusive jurisdiction of the competent courts of Abu Dhabi, United Arab Emirates, unless mandatory applicable law in your jurisdiction requires otherwise.
Notwithstanding the above, either party may seek urgent injunctive or other equitable relief in any court of competent jurisdiction without first exhausting the negotiation process, where delay would cause irreparable harm.
If you are a consumer located in the European Union, you also have the right to use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr. However, as the Service is intended for business use, EU consumer protection regulations may not apply to your use.
14. General provisions
- Entire agreement: these Terms, together with the Privacy Policy, Cookie Policy, and any order forms or SLAs, constitute the entire agreement between you and InstantReply regarding the Service.
- Severability: if any provision is found unenforceable, the remaining provisions continue in full effect.
- Waiver: our failure to enforce any provision is not a waiver of our right to do so later.
- Assignment: you may not assign these Terms without our prior written consent. We may assign our rights in connection with a merger, acquisition, or sale of assets.
- Updates: we may update these Terms from time to time. We will notify you of material changes at least 14 days before they take effect. Continued use of the Service after that date constitutes acceptance.
- Force majeure: we are not liable for delays or failures caused by events beyond our reasonable control, including natural disasters, government actions, internet outages, or third-party platform failures.