Terms of Service

Replai (“Replai”, “we”, “us”) is a software-as-a-service product operated by Clement Kuek as a sole proprietor based in Malaysia. Replai pairs to a customer’s WhatsApp Business account and runs an AI assistant that replies to their inbound messages, learns from a knowledge base, and surfaces conversations to a web dashboard at app.replai.pm.

By creating a Replai account or using the service, you (the “Customer”) agree to these Terms.

Replai is a recurring SaaS subscription. The service includes:

• A web dashboard at app.replai.pm where you configure the AI assistant’s personality, upload a knowledge base (PDF / DOCX / URLs / pasted text), and review conversations.
• A backend that keeps your WhatsApp pairing alive and replies to customers using your configured AI model (Anthropic Claude, with optional OpenAI Whisper for voice notes).
• Outbound campaign tools, escalation email alerts, audit logs, and analytics.

Replai is not affiliated with WhatsApp or Meta Platforms, Inc. We interoperate with WhatsApp via the publicly available WhatsApp Web protocol.

Subscriptions are billed monthly in advance via our payment processor (LemonSqueezy, who acts as merchant of record for the transaction). You may upgrade, downgrade, or cancel at any time from your dashboard. Cancellations take effect at the end of the current paid period; we do not pro-rate partial months.

Pricing for each plan is published at replai.pm. We may change pricing for new subscriptions; existing subscriptions keep their current price for at least the next two billing cycles before any change takes effect, and we will email you in advance.

You are responsible for keeping your sign-in credentials safe and for the activity of anyone you give access to. Your bot configuration, knowledge base content, and conversation history are yours — we store them so the service can function, but we do not sell them, share them with third parties for marketing, or use them to train AI models.

You can export your data on request and you can delete your workspace at any time, which removes everything within 30 days (subject to any legal retention requirements).

You agree not to use Replai to:

• Send spam, unsolicited bulk messages, or content that violates WhatsApp’s own terms of service.
• Impersonate another business or individual, or run scams or fraudulent commerce.
• Distribute illegal content, malware, or content that violates another party’s rights (including IP, privacy, or sanctions regimes).
• Reverse-engineer the service, attempt unauthorized access, or interfere with other customers’ use.

We may suspend or terminate accounts that breach these rules, generally with prior notice unless an immediate suspension is needed to protect the platform or third parties.

WhatsApp may, at its sole discretion, suspend or ban any phone number connected to its service. This risk exists for any automation tool, including Replai. We mitigate it with rate limits and gradual ramp-up but we cannot guarantee your number will not be flagged. Replai is not liable for WhatsApp account suspensions; we recommend keeping a backup number for critical businesses.

Replies generated by the AI assistant are best-effort and may be incorrect, incomplete, or misaligned with your business policies, especially when the knowledge base is empty or vague. You are responsible for reviewing flagged conversations and using the take-over feature to step in when needed. Replai is not liable for losses arising from AI-generated replies.

To the extent permitted by Malaysian law, our total liability to you for any claim arising from these Terms or your use of the service is limited to the fees you paid Replai in the three (3) months preceding the claim. We are not liable for indirect, incidental, or consequential damages.

You may cancel any time from the dashboard. We may terminate or suspend the service to you (a) on 30 days’ notice for any reason, or (b) immediately for breach of these Terms or non-payment.

We may update these Terms; the new version takes effect 14 days after we email you about it. If you keep using the service after that, you accept the new Terms. If you don’t want to, you can cancel and your subscription stops at the end of the current period.

These Terms are governed by the laws of Malaysia. Disputes go to the courts of Kuala Lumpur unless we both agree to mediation first.

Questions? Email hello@replai.pm.