Terms and Conditions

1. Acceptance of Terms

By creating an account, accessing, or using Repline (the "Service"), you ("User," "you," or "your") agree to these Terms and our Privacy Policy.

Repline is intended for business use by Merchants and support teams. If you use Repline on behalf of a company, organisation, Shopify store, or other Merchant, you represent that you have authority to bind that entity to these Terms.

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

2. Who Operates Repline

The Service is operated by NEWRISE L.L.C-FZ, a free zone limited liability company registered under the laws of the Meydan Free Zone, Dubai, United Arab Emirates.

3. Description of the Service

Repline provides software for Merchants and customer support teams to manage, analyse, draft, automate, and send Merchant Customer communications. The Service may include:

• inbox and request management;
• Gmail and Shopify integrations;
• support automation for Merchants;
• AI-assisted request analysis and reply drafting;
• analytics dashboards;
• optional reply personalization features based on communications handled through Repline; and
• other integrations or automation tools made available from time to time.

We may modify, suspend, or discontinue parts of the Service as the product evolves. Where a material change affects paid usage, core functionality, or legal terms, we will provide reasonable notice where required by law or contract.

4. Account Registration and Security

To use Repline, you must create an account and provide accurate, current, and complete information.

You are responsible for:

• maintaining the confidentiality of your login credentials;
• all activity that occurs under your account;
• ensuring that team members using your workspace are authorised to do so; and
• notifying Repline immediately at security@repline.ai of any unauthorised access or suspected security incident.

You must be at least 18 years old to create an account. Accounts may not be shared, transferred, or sold without Repline's written permission.

5. Merchant Data, Customer Data, and Legal Compliance

"Customer Data" means emails, support messages, Merchant Customer records, order information, files, instructions, and other content that a Merchant submits to, connects to, or processes through the Service. Customer Data may include personal data relating to Merchant Customers.

You retain ownership of your Customer Data. You grant Repline a limited, non-exclusive licence to host, access, use, process, transmit, display, and otherwise handle Customer Data only as needed to provide, secure, support, and improve the Service, and as otherwise described in the Privacy Policy.

You are responsible for:

• ensuring you have the rights and lawful basis needed to connect accounts, sync communications, and process Customer Data through Repline;
• providing any required notices to your Merchant Customers, employees, contractors, and end users;
• informing Merchant Customers, where required, that AI-assisted tools may be used in whole or in part to help manage customer support, analyse requests, prepare draft replies, or improve support automations;
• obtaining any required consents or authorisations for connected integrations, Merchant Customer communications, AI-assisted processing, and optional AI features;
• reviewing, approving, and configuring any Merchant Customer communications sent through the Service; and
• ensuring your use of Repline complies with applicable laws, including data protection, consumer protection, anti-spam, electronic communications, and platform-specific rules.

Where Repline processes personal data on behalf of a Merchant, Repline's role may be that of a processor or service provider, and the Merchant may act as controller or business for that data. A separate data processing agreement should be put in place where required by applicable law.

6. Connected Integrations

A Merchant user may choose to connect third-party services such as Gmail, Shopify, analytics, fulfilment, shipping, or other tools made available in Repline.

By connecting a third-party service, the Merchant authorises Repline to access, process, and transmit data from that service as needed to provide the user-facing features the Merchant enables. The Merchant's use of third-party services remains subject to the third party's own terms and policies.

For Google Workspace and Gmail integrations, Repline's use and transfer of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements.

For Shopify integrations, Repline requests only the access scopes needed for the enabled product features. Current required Shopify scopes include read access to Merchant Customers and orders. If future features require additional Shopify scopes, Repline may ask the Merchant to re-authorise the integration before those features are enabled.

You may disconnect integrations where the Service provides that option. Disconnecting an integration stops new sync activity for that integration, but may not immediately delete historical records that Repline is legally or operationally permitted to retain. Data deletion and retention are described in the Privacy Policy.

7. AI-Assisted Features

Repline may use artificial intelligence features to analyse requests, generate draft replies, propose automation steps, classify messages, personalize suggestions, or assist with Merchant customer support operations.

AI-generated outputs may be inaccurate, incomplete, outdated, or unsuitable for a specific Merchant Customer situation. You are responsible for reviewing, editing, approving, and using AI-generated outputs appropriately, especially before sending Merchant Customer-facing messages.

Reply personalization may be enabled by default because it is part of how Repline provides more relevant and brand-consistent draft replies. Repline will provide clear information about this feature during onboarding and in settings, and Merchant users may disable it before continuing or later through available product controls. If a Merchant disables reply personalization, the Merchant may continue using Repline, but generated drafts may be less tailored to its support style.

When reply personalization is enabled, you instruct Repline to analyse eligible communications handled through Repline to improve the relevance and style of reply suggestions for your workspace or connected account. Personalization may include generating AI-generated synthetic examples or style patterns derived from those communications.

You are responsible for deciding how AI-assisted outputs are used in your support operations and for providing any required notices to Merchant Customers, including notices that AI-assisted tools may be used to help manage support requests or prepare responses.

Repline does not use Gmail data to train or improve generalised AI or machine learning models beyond the relevant Merchant workspace's personalization features or user-facing features.

Repline may use third-party AI infrastructure providers to provide AI-assisted features. These providers are required to process Customer Data only on Repline's instructions and subject to appropriate contractual, confidentiality, and security obligations.

Repline does not provide legal, financial, medical, tax, or other regulated professional advice. You must not rely on AI-generated output as professional advice.

8. Acceptable Use

You agree not to:

• use the Service for unlawful, deceptive, harmful, abusive, or fraudulent purposes;
• send spam, unsolicited messages, or misleading communications;
• impersonate any person or entity or misrepresent your affiliation with any party;
• upload or transmit malicious code, viruses, or harmful content;
• attempt to gain unauthorised access to the Service, its systems, or other users' data;
• interfere with the security, integrity, or performance of the Service;
• scrape, copy, or extract data from the Service without written permission;
• use the Service to process data that you are not authorised to process;
• use connected third-party data for purposes prohibited by the relevant platform rules; or
• resell, sublicense, or commercially exploit the Service without Repline's written permission.

We may suspend or terminate accounts that violate this section, create security risk, or expose Repline or its users to legal or platform compliance risk.

9. Plans, Usage, Billing, and Taxes

Repline may offer free, trial, beta, or paid subscription plans. Plan features, usage limits, included email volumes, prices, and overage charges are shown at the time of purchase or in an applicable order form.

Unless otherwise agreed in writing:

• subscriptions renew automatically on the applicable billing cycle;
• if paid billing is enabled, applicable fees are due under the checkout flow, order form, or other written billing terms;
• usage above included limits may be billed as overage charges;
• plan upgrades may take effect immediately and may be prorated;
• plan downgrades usually take effect at the start of the next billing period;
• cancellations take effect at the end of the current billing period; and
• fees are non-refundable except where required by law or expressly stated in writing.

Prices may exclude applicable taxes, including VAT, sales tax, or similar charges, unless stated otherwise. You are responsible for all applicable taxes, except taxes based on Repline's net income.

Unpaid invoices may result in suspension or termination of the Service. We may change prices with reasonable notice, and continued use after the effective date constitutes acceptance of the updated pricing.

10. Intellectual Property

Repline and its licensors own all rights, title, and interest in the Service, including software, automations, interface designs, text, graphics, trademarks, know-how, and proprietary technology.

You must not copy, modify, distribute, reverse engineer, or create derivative works based on Repline's proprietary materials except as permitted by law or authorised in writing.

You retain ownership of your Customer Data. Feedback, suggestions, or ideas you provide about the Service may be used by Repline without restriction or obligation, provided we do not disclose your confidential Customer Data.

11. Confidentiality and Security

Each party may receive confidential information from the other. The receiving party must use confidential information only for purposes related to these Terms and protect it using reasonable care.

Repline uses technical and organisational measures designed to protect the Service and Customer Data, including server-side access controls and encryption for sensitive stored fields where appropriate. No online service can guarantee absolute security.

You are responsible for securing your own devices, accounts, team access, and connected third-party services.

12. Privacy

Our collection and use of personal data is described in our Privacy Policy, which forms part of these Terms.

13. Beta and Pre-Release Features

Some features may be labelled or operated as beta, preview, experimental, or early access features. These features may be incomplete, changed, suspended, or discontinued at any time. You should not rely on beta features for critical support processes unless Repline has expressly agreed otherwise in writing.

14. Disclaimers

The Service is provided "as is" and "as available" to the maximum extent permitted by law. Repline does not warrant that the Service will be uninterrupted, error-free, secure, or free from harmful components.

Repline does not guarantee that AI-generated outputs, analytics, classifications, automation suggestions, automations, or AI-generated synthetic personalization examples will be accurate, complete, or suitable for your business needs.

15. Limitation of Liability

To the maximum extent permitted by law, NEWRISE L.L.C-FZ will not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages, including loss of profits, revenue, goodwill, data, or business opportunities, arising from or relating to the Service or these Terms.

To the maximum extent permitted by law, NEWRISE L.L.C-FZ's total liability for any claim arising from or relating to the Service or these Terms will not exceed the amount you paid to Repline in the 12 months before the event giving rise to the claim.

Nothing in these Terms limits liability that cannot be limited under applicable law.

16. Termination

You may stop using the Service or cancel your subscription at any time through the available account controls or by contacting Repline.

Repline may suspend or terminate your access if:

• you breach these Terms;
• you fail to pay applicable fees;
• your use creates security, legal, platform, or operational risk;
• a connected platform requires restriction; or
• we are required to do so by law.

Upon termination, your right to access the Service stops. Repline may retain or delete data as described in the Privacy Policy, applicable law, and any applicable data processing agreement.

17. Changes to These Terms

We may update these Terms from time to time. We will notify you of material changes by email, in-product notice, or another reasonable method at least 14 days before the changes take effect where practicable.

Your continued use of the Service after the effective date of updated Terms constitutes acceptance of the updated Terms.

18. Governing Law and Disputes

These Terms are governed by the laws of the United Arab Emirates, as applied in the Emirate of Dubai, without regard to conflict of law principles.

Any dispute arising from or relating to these Terms or the Service will be subject to the exclusive jurisdiction of the competent courts of Dubai, United Arab Emirates.

If you are a consumer located in a jurisdiction that grants mandatory local consumer protections, those protections are not affected by this section.

19. Contact

For questions about these Terms, contact:

• Email: legal@repline.ai
• Company: NEWRISE L.L.C-FZ
• Address: Meydan Free Zone, Meydan Hotel, Grandstand, Meydan Road, Nad Al Sheba, Dubai, United Arab Emirates