ReplyMerce Terms of Service

Last updated: September 15, 2026

English

1. Operator and Agreement

ReplyMerce is a trading name operated by Artashes Baghdasaryan, Individual Entrepreneur, registered in the Republic of Armenia (“ReplyMerce,” “we,” “us,” or “our”).

Website: https://replymerce.com
Legal contact: [email protected]
Location: Yerevan, Republic of Armenia

These Terms of Service (“Terms”) govern access to and use of the ReplyMerce website, application, dashboard, messaging inbox, chat widget, integrations, AI features, voice features, support, and related services (collectively, the “Service”).

By creating an account, accepting an order form, purchasing a subscription, or using the Service, you agree to these Terms. If you use the Service for a company or other organization, you represent that you have authority to bind that organization. In that case, “Customer,” “you,” and “your” refer to that organization.

If you do not agree to these Terms, do not access or use the Service.

2. Eligibility and Business Use

You must be at least 18 years old and legally capable of entering a binding agreement. ReplyMerce is intended primarily for business and professional use, not personal or household use.

You may allow employees, contractors, or agents whom you authorize (“Authorized Users”) to use the Service for your business. You are responsible for their activity and compliance with these Terms.

If mandatory consumer-protection law applies despite the business-use restriction, nothing in these Terms removes rights that cannot lawfully be waived.

3. The Service

ReplyMerce provides tools that may include:

a shared inbox for customer conversations;
integrations with Instagram, Facebook Messenger, WhatsApp Business, website chat, public comments, and optional voice or telephony channels;
AI-assisted or automated replies, summaries, classifications, lead insights, and product recommendations;
knowledge-base and product-catalog imports;
lead capture, conversation assignment, internal notes, and human takeover;
integrations with ecommerce, CRM, AI, voice, and other third-party systems;
analytics, configuration, and administrative tools.

Features vary by plan, region, connected provider, account configuration, and product availability. Descriptions, screenshots, demonstrations, sample conversations, and roadmap items are illustrative unless an order form expressly identifies them as binding commitments.

ReplyMerce may improve, modify, replace, or discontinue features. If we materially discontinue a core paid feature during a prepaid subscription term and do not provide a reasonable alternative, the remedy stated in Section 8 applies.

4. Accounts and Organizations

You must provide accurate and current account information. You are responsible for:

protecting passwords, API keys, tokens, and devices;
assigning appropriate roles and permissions;
promptly removing users who should no longer have access;
all activity performed through your account unless caused by ReplyMerce’s breach;
notifying us promptly at [email protected] of suspected unauthorized access.

Accounts and login credentials may not be sold, transferred, or shared outside your organization except with Authorized Users. We may require identity, ownership, or authorization verification before changing account ownership, releasing data, or processing a sensitive request.

The organization owner or administrator controls Authorized Users, integrations, workspace settings, and Customer Data. An Authorized User may lose access when the organization changes permissions or ends its subscription.

5. Free, Trial, and Beta Services

ReplyMerce may offer free, trial, preview, early-access, or beta features. These services may have lower limits, reduced support, incomplete functionality, additional errors, or shorter data-retention periods. We may change or end them at any time.

Unless we expressly state otherwise, beta and free services are provided without a service-level commitment, may not be suitable for production-critical use, and may be suspended or discontinued without compensation. We will use reasonable efforts to give notice before ending a generally available free plan, where practical.

6. Plans, Usage Limits, and Fair Use

Your plan determines the number of organizations, users, channels, AI messages, voice minutes, integrations, storage, support level, and other allowances. The current plan description displayed at checkout, in your dashboard, in an order form, or on the pricing page forms part of these Terms.

Unless the applicable plan expressly states otherwise:

allowances apply to the stated billing period and do not roll over;
unused messages, voice minutes, storage, or other capacity have no cash value;
ReplyMerce may throttle, pause, or prevent additional use after a limit is reached;
overage fees will be charged only when the applicable plan, order form, dashboard, or checkout clearly states the price or calculation method;
usage must remain reasonable and must not impair the Service for others.

We may correct obvious pricing, quota, or description errors before accepting an order. If we discover a material error after payment, we will offer the correct terms or cancel and refund the affected charge.

7. Fees, Billing, Renewal, and Taxes

Paid plans are billed in advance according to the billing interval and currency shown at checkout or in the applicable order form. By selecting a recurring subscription and providing a payment method, you authorize ReplyMerce and its payment provider to charge the applicable fees and taxes at the beginning of each billing period until the subscription is cancelled.

Recurring subscriptions automatically renew for successive periods equal to the previous billing period unless cancelled before the renewal date. You are responsible for keeping billing and payment information current.

Prices may change. For an existing recurring subscription, a price change will normally apply from the next renewal occurring after reasonable advance notice. If you do not accept the new price, you may cancel before that renewal.

Fees exclude taxes unless checkout or an invoice says otherwise. You are responsible for applicable taxes, duties, bank fees, foreign-exchange charges, and similar amounts, except taxes imposed on ReplyMerce’s net income.

If payment is overdue or fails, we may retry the payment, restrict paid features, suspend the account, or terminate the subscription after reasonable notice. You remain responsible for valid outstanding amounts.

8. Cancellation and Refunds

You may cancel a recurring subscription through an available account control or by emailing [email protected] from an authorized account email. Cancellation stops future renewals and ordinarily takes effect at the end of the current paid billing period. You may continue using paid features until then, unless the account is suspended or terminated for breach.

Except where required by law, stated in a written order form, or expressly offered as a refund guarantee:

fees are non-refundable;
cancellation does not generate a refund or credit for unused time, messages, voice minutes, channels, or capacity;
failure to use the Service does not create a right to a refund.

We will review duplicate, incorrect, or unauthorized charges when promptly reported. If ReplyMerce materially discontinues a core paid feature during a prepaid term without a reasonable substitute and you terminate the affected subscription, your exclusive remedy is a pro-rata refund of prepaid fees for the unused affected period. This remedy does not apply when suspension or termination results from your breach, non-payment, unlawful use, a third-party platform’s action, or an event outside our reasonable control.

Before initiating a payment dispute or chargeback, contact [email protected] so we can investigate. This does not limit rights that cannot lawfully be waived.

9. Third-Party Charges and Customer API Keys

Some features require third-party accounts, telephone numbers, messaging templates, API keys, payment methods, or usage plans. Charges from Meta, WhatsApp providers, OpenAI, Twilio, telecom carriers, ecommerce platforms, or other third parties are separate from ReplyMerce fees unless expressly included in your plan or order form.

If you connect your own API key or third-party account, you authorize ReplyMerce to use it only as necessary to provide the configured integration. You are responsible for the third-party account, its security, usage limits, charges, and terms. Disconnecting an integration may stop the related ReplyMerce feature.

10. Customer Data and Customer Content

“Customer Data” means data submitted to, received by, or processed through the Service on your behalf, including business content, product data, knowledge-base materials, conversation data, end-user details, recordings, transcripts, and integration data. “Customer Content” means content and materials that you or your Authorized Users provide, configure, upload, or cause to be transmitted through the Service.

As between you and ReplyMerce, you retain your rights in Customer Data and Customer Content. You grant ReplyMerce a limited, non-exclusive, worldwide right to host, copy, transmit, display, transform, and otherwise process them solely as reasonably necessary to:

provide, maintain, secure, and support the Service;
follow your documented instructions and configurations;
prevent fraud, abuse, or security incidents;
comply with law and enforce these Terms.

You represent that you have all rights, notices, consents, and lawful bases required for ReplyMerce and its service providers to process Customer Data as configured by you. You are responsible for the accuracy, legality, quality, and source of Customer Content.

ReplyMerce may create and use aggregated or de-identified statistics that do not reasonably identify a customer or individual to operate, secure, analyze, and improve the Service.

ReplyMerce will not use confidential Customer Content or end-user messages to train a general-purpose public AI model unless you expressly agree to that use.

11. Privacy, Data Processing, and Security

Our Privacy Policy at https://replymerce.com/privacy explains how personal data is handled and forms part of these Terms.

When ReplyMerce processes personal data on your behalf, you generally act as controller and ReplyMerce acts as processor or service provider. If required, the parties may enter into a separate Data Processing Addendum (“DPA”). If a DPA conflicts with these Terms concerning personal-data processing, the DPA controls for that conflict.

ReplyMerce uses reasonable technical and organizational measures designed to protect Customer Data. No service is completely secure. You remain responsible for secure account configuration, lawful data collection, Authorized User access, retention settings, and maintaining copies or exports needed for your business continuity.

You must not use ReplyMerce to collect full payment-card numbers, account passwords, government identification numbers, health data, biometric identifiers, children’s data, or other highly sensitive or regulated data unless the use is lawful, separately agreed with ReplyMerce where necessary, and protected by appropriate safeguards.

12. Third-Party Platforms and Integrations

The Service interoperates with third-party platforms that ReplyMerce does not control. Your use of each platform is governed by its own terms, policies, permissions, technical limits, and review requirements.

You authorize ReplyMerce to access, receive, transmit, and process information through each integration you enable. You are responsible for maintaining the necessary third-party permissions and for disconnecting an integration when authorization ends.

A third party may change or discontinue its API, reject an application, restrict messaging, revoke a token, suspend an account, delay data, or experience an outage. ReplyMerce is not liable for a third party’s independent act, omission, data practice, pricing, policy, or availability. We may modify or disable an affected integration when necessary to comply with provider requirements or protect the Service.

13. Messaging, Marketing, and End-User Compliance

You control whom your organization communicates with, what it sends, and whether an AI response is automatically delivered. You are responsible for complying with all applicable laws and platform rules concerning electronic communications, direct marketing, advertising, consumer protection, profiling, opt-in and opt-out requirements, messaging windows, approved templates, and prohibited content.

You must:

have a lawful basis and any required consent before contacting an end user;
identify your business accurately and avoid deceptive impersonation;
honor unsubscribe, stop, deletion, and other rights requests promptly;
avoid spam, purchased contact lists, unlawful scraping, or circumvention of platform limits;
provide end users with appropriate privacy and AI notices;
ensure that product, price, stock, shipping, return, promotional, and other business information supplied to ReplyMerce is accurate and current;
supervise Authorized Users and automated workflows.

ReplyMerce does not determine whether your message, campaign, audience, or business practice is lawful. We may restrict messaging activity that appears unlawful, abusive, deceptive, or likely to endanger ReplyMerce’s platform access or reputation.

14. Voice AI and Call Recording

If you enable voice or telephony features, you are responsible for applicable laws concerning telephone marketing, caller identification, call times, consent, call recording, transcription, automated voices, and do-not-call requirements.

Before recording, transcribing, or using AI to analyze a call, you must provide all legally required notices and obtain legally required consent from each participant. You must not conceal the identity of the calling business or use ReplyMerce Voice AI to impersonate a real person deceptively.

Emergency calling is not supported unless an order form expressly states otherwise. Do not rely on ReplyMerce to contact emergency services or to handle safety-critical communications.

15. AI Features and Outputs

AI features generate responses, recommendations, summaries, translations, classifications, or other outputs from Customer Data, instructions, and third-party models. AI output may be inaccurate, incomplete, delayed, offensive, or unsuitable for a particular purpose. Similar outputs may be generated for other users.

You are responsible for:

configuring prompts, knowledge sources, automation rules, escalation paths, and permitted actions;
reviewing important outputs before relying on or publishing them;
keeping product, inventory, price, policy, and business information current;
monitoring automatically sent replies and providing a human takeover option;
evaluating whether output is appropriate for your market, industry, and use case.

AI output is not legal, medical, financial, employment, credit, insurance, or other professional advice. You must not use it as the sole basis for a decision that produces legal or similarly significant effects on an individual without a lawful basis, meaningful human review, and appropriate safeguards.

To the extent permitted by law and as between you and ReplyMerce, you may use AI output generated specifically for your account. ReplyMerce does not guarantee that output is unique, protectable, non-infringing, or factually correct.

16. Acceptable Use

You must not use or permit use of the Service to:

violate law, regulation, court order, third-party rights, or platform rules;
send spam, unlawful marketing, threats, harassment, fraud, phishing, or deceptive content;
exploit or harm children or distribute illegal sexual or violent material;
impersonate another person or misrepresent the identity of a business or AI agent;
collect, purchase, scrape, or process personal data without lawful authority;
upload malware or attempt unauthorized access, security testing, reverse engineering, interference, or circumvention of limits;
overload the Service, resell access without permission, or use automated means outside documented interfaces;
extract models, prompts, system instructions, source code, or non-public technical information;
use the Service for emergency, life-safety, weapon, surveillance, or other high-risk activity without our express written approval;
make regulated or legally significant decisions solely through automated output;
infringe intellectual-property, privacy, publicity, confidentiality, or contractual rights.

We may investigate suspected violations and remove or restrict content or access when reasonably necessary. We are not obligated to monitor all Customer Content.

17. Intellectual Property and Feedback

ReplyMerce and its licensors retain all rights in the Service, software, interfaces, designs, documentation, models, workflows, trademarks, and underlying technology, excluding Customer Data and Customer Content.

Subject to these Terms and payment of applicable fees, ReplyMerce grants you a limited, non-exclusive, non-transferable, non-sublicensable, revocable right to access and use the Service during the applicable subscription for your internal business purposes.

You may not copy, modify, distribute, sell, lease, sublicense, publicly reproduce, or create derivative works from the Service except where expressly authorized in writing or permitted by non-waivable law.

If you provide feedback, suggestions, or ideas, you grant ReplyMerce a worldwide, perpetual, irrevocable, royalty-free right to use them without restriction or obligation, provided we do not publicly identify you as the source without permission.

18. Confidentiality

Each party may receive non-public information that is identified as confidential or that reasonably should be understood to be confidential. The receiving party will use such information only to perform or exercise rights under the agreement, protect it using reasonable care, and disclose it only to personnel and providers who need access and are bound by confidentiality obligations.

Confidential information does not include information that the receiving party can demonstrate was lawfully known without restriction, becomes public without breach, is received lawfully from another source without a duty of confidentiality, or is independently developed without using the other party’s confidential information.

A party may disclose confidential information when legally required, provided it gives notice where legally permitted and reasonably cooperates with protective measures.

19. Service Availability, Support, and Changes

We aim to provide a reliable Service but do not guarantee uninterrupted, error-free, or permanent availability. Downtime may result from maintenance, updates, security incidents, internet or telecom failure, third-party platforms, force-majeure events, or other causes.

Support channels and response targets depend on your plan. Any service-level agreement applies only if included in a signed Enterprise order form or separate written agreement.

We may deploy updates, change technical requirements, or remove unsafe, unlawful, obsolete, or third-party-dependent functionality. You are responsible for adapting your own systems when we provide reasonable notice of a material integration change.

20. Suspension

We may limit or suspend access immediately when reasonably necessary to:

prevent or address a security risk, attack, fraud, abuse, or harm;
comply with law, a court order, or a third-party platform requirement;
address non-payment or a material breach of these Terms;
prevent excessive usage from impairing the Service;
protect ReplyMerce, its customers, end users, or providers.

Where practical and lawful, we will provide notice and an opportunity to remedy the issue. We may preserve data during suspension as reasonably necessary for security, investigation, legal compliance, and possible restoration.

21. Termination and Effect

You may stop using the Service at any time and may cancel a subscription under Section 8. ReplyMerce may terminate an account or subscription if you materially breach these Terms and fail to cure the breach within a reasonable period after notice, or immediately if the breach is unlawful, fraudulent, creates a security threat, or cannot reasonably be cured.

On termination or expiry:

your right to use the Service ends;
outstanding payment obligations remain due;
connected integrations may stop and tokens may be revoked;
Customer Data may be deleted according to the Privacy Policy, DPA, plan, order form, and our ordinary deletion and backup cycles;
you are responsible for exporting required data before termination where an export feature is available.

Sections that by their nature should survive will survive, including payment obligations, ownership, confidentiality, disclaimers, liability limitations, indemnity, dispute terms, and general provisions.

22. Disclaimers

To the maximum extent permitted by law, the Service, integrations, AI output, voice output, and all related materials are provided “as is” and “as available.” ReplyMerce disclaims all implied warranties, including merchantability, fitness for a particular purpose, title, non-infringement, accuracy, and uninterrupted availability.

We do not warrant that the Service will increase sales, convert leads, respond without error, preserve every message, meet every platform rule, or produce a particular business result. We do not guarantee product price, availability, stock, shipping, order status, or other customer-supplied information.

Nothing in these Terms excludes an express written warranty in an order form or a warranty that cannot lawfully be excluded.

23. Limitation of Liability

To the maximum extent permitted by law, ReplyMerce will not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages; loss of profit, revenue, business, goodwill, anticipated savings, or data; or the cost of a substitute service, even if advised that such loss was possible.

To the maximum extent permitted by law, ReplyMerce’s total aggregate liability arising out of or related to the Service and these Terms will not exceed the total fees paid or payable by you to ReplyMerce for the Service during the 12 months immediately before the event giving rise to the claim. If you used only a free service during that period, ReplyMerce’s total aggregate liability will not exceed 50,000 AMD.

These limitations apply to all legal theories and all claims in aggregate. They do not limit liability to the extent it cannot be limited under applicable law, including liability for fraud, willful misconduct, or other non-excludable liability.

24. Indemnification

To the extent permitted by law, you will defend, indemnify, and hold harmless ReplyMerce and its personnel from third-party claims, damages, penalties, costs, and reasonable legal fees arising from:

Customer Data, Customer Content, or instructions supplied by you;
your unlawful or unauthorized messaging, marketing, recording, transcription, profiling, or data processing;
your violation of these Terms, third-party platform rules, or applicable law;
your infringement or misuse of another person’s rights;
acts or omissions of your Authorized Users.

ReplyMerce will give reasonable notice of a covered claim and allow you to control the defense, provided you may not settle a claim in a way that admits fault by or imposes obligations on ReplyMerce without our written consent. ReplyMerce may participate with its own counsel at its own expense.

25. Changes to These Terms

We may update these Terms to reflect changes in the Service, law, security requirements, providers, or business practices. The updated Terms will be posted at https://replymerce.com/terms with a revised “Last updated” date.

If a change materially reduces your contractual rights during a paid term, we will provide reasonable advance notice where required. Continuing to use the Service after the effective date constitutes acceptance. If you do not accept a material change, you must stop using the Service and cancel before the next renewal.

26. Governing Law and Disputes

These Terms and disputes arising from them are governed by the laws of the Republic of Armenia, without regard to conflict-of-law rules.

Before filing a claim, each party will make a good-faith effort for at least 30 days to resolve the dispute by written notice and direct discussion. Send legal notices to [email protected].

If the dispute is not resolved, the courts located in Yerevan, Republic of Armenia will have exclusive jurisdiction, unless mandatory law requires another forum. Nothing prevents either party from seeking urgent injunctive or protective relief when necessary.

27. General Terms

Notices. ReplyMerce may send operational or legal notices by email, dashboard notification, or publication in the Service. You must keep your contact email current.
Assignment. You may not assign these Terms without our written consent. ReplyMerce may assign them in connection with a reorganization, financing, merger, acquisition, or sale of all or substantially all relevant assets.
Subcontractors. ReplyMerce may use service providers and subprocessors to operate the Service while remaining responsible for its obligations under applicable agreements.
Force majeure. Neither party is liable for delay or failure caused by events beyond reasonable control, except for payment obligations already due.
No partnership. These Terms do not create employment, agency, partnership, franchise, fiduciary, or joint-venture relationships.
No third-party beneficiaries. Unless expressly stated, these Terms do not grant rights to third parties.
Waiver and severability. Failure to enforce a provision is not a waiver. If a provision is unenforceable, it will be adjusted to the minimum extent necessary and the remainder will continue in effect.
Entire agreement and priority. These Terms, the Privacy Policy, any DPA, and any applicable order form constitute the agreement concerning the Service. A signed order form controls over these Terms for a direct conflict; a DPA controls for a conflict concerning personal-data processing.
Language. These Terms may be provided in Armenian and English. If the versions conflict, the English version controls, except where mandatory law requires otherwise.

28. Contact

Questions or legal notices concerning these Terms should be sent to:

Artashes Baghdasaryan, Individual Entrepreneur
Operator of ReplyMerce
Yerevan, Republic of Armenia
Email: [email protected]
Website: https://replymerce.com

Terms of Service