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Terms of Service

A short contract, written in the language we would use on the phone. No clause here is designed to be discovered late.

Last updated 1 September 2026

1. The agreement

These terms are the agreement between PT Nusa Inti Telekomunikasi ("Replai", "we") — the Indonesian company that operates Replai — and the organisation that opens a workspace ("you"). They take effect when your workspace is created and apply for as long as it exists.

If we have signed a separate order form or master agreement with you, that document wins wherever the two disagree. Our Privacy Policy is part of these terms.

Whoever accepts these terms must be authorised to bind your organisation. Because access to Replai starts with a call rather than a signup form, we will have established that before you have a workspace at all.

2. Your workspace and seats

  • A seat is one person. Sharing one login across a team is not permitted — it destroys the audit trail, which is half of what you are paying for. Add and remove seats as your team changes.
  • You are responsible for your seats. Keep credentials secret, remove people who leave, and use the role controls we give you. Actions taken with valid credentials are treated as yours.
  • Tell us about compromise quickly. If you think a login is compromised, write to support@usereplai.site and we will help you lock it down.
  • You must own the WhatsApp number you connect, or be authorised by whoever does.
  • Minimum age is 18, and the service is for business use, not personal use.

3. Acceptable use

You agree not to use Replai to:

  • send unsolicited bulk messages, or any message a recipient has opted out of receiving;
  • run fraud, phishing, impersonation, or anything designed to deceive the person reading it;
  • market goods or services that are illegal where your customer is;
  • upload malware, or attempt to breach, probe or overload our infrastructure;
  • reverse engineer the service, resell it, or rebuild it as a competing product;
  • present AI-generated replies as human when a customer directly asks whether they are talking to a machine. Answer honestly; the product is built to let you.

We enforce this. If use is causing active harm — to your customers, to another workspace, or to the platform — we may suspend the offending capability immediately and explain afterwards. For anything less urgent you get notice and a chance to fix it first.

4. WhatsApp platform rules

Replai sits on top of the WhatsApp Business Platform, and Meta's policies apply to your messages whether or not you have read them. In practice that means:

  • Template messages need approval, and approval is Meta's decision, not ours. We will tell you why a template was rejected if we know.
  • Outside the 24-hour service window, you can only reach a customer with an approved template. This is a platform rule; no tool can route around it, and any vendor claiming otherwise is describing a policy violation.
  • Quality rating and messaging limits are set by Meta based on how your recipients react. Bad practice lowers your rating and can get your number restricted or banned permanently.
  • Conversation-based charges are Meta's, not ours. Where they apply, they are billed by the platform separately from your Replai subscription.

If Meta suspends your number for something you did, we will help you understand it and appeal, but we cannot reverse it and we do not refund the subscription for that period.

5. Fees, billing and changes

  • Priced per seat, per month, in USD. Annual billing is charged up front at the lower rate; monthly billing renews on the same day each month.
  • Adding a seat is prorated to the rest of the period. Removing a seat takes effect at the next renewal — we do not issue partial refunds for seats you stop using.
  • Voice minutes for the AI agent are the only usage-based item, billed monthly in arrears. Everything else is a fixed subscription. Meta's conversation charges reach you through Meta.
  • Taxes — Indonesian VAT and any withholding required by law are added or withheld as applicable.
  • Late payment. If an invoice is 14 days overdue we will chase you like humans first. After 30 days we may suspend the workspace. We do not delete data for non-payment inside the retention window described in the Privacy Policy.
  • Price changes get 30 days' written notice and never take effect mid-term. Design-partner and founding rates are locked for as long as the workspace stays active — that promise survives any general price rise.

6. Who owns what

Your data is yours. Contacts, conversations, media, notes, scores, reports — everything your team and your customers put in. You grant us only the licence we need to run the service for you, and it ends when the agreement does.

The software is ours. These terms give you the right to use Replai, not to own any part of it. Feedback you give us we may use freely to improve the product, without owing you anything for it — and without attaching your name to it.

Export is unconditional. Full CSV and JSON export is available from the interface at any time, including while an invoice is disputed. We will never hold your data hostage to close a commercial argument.

7. Availability and support

We aim for 99.9% monthly uptime and we publish incidents honestly rather than quietly. Being straight with you: a contractual uptime SLA with service credits is available on the Scale plan only. On Starter and Growth, that target is a commitment of effort, not a term you can enforce.

Support runs Mon–Fri, 09:00–18:00 WIB, with a first response typically under 1 business day. Scale customers get a shared channel with a named engineer. Planned maintenance is announced at least 48 hours ahead and scheduled outside Indonesian business hours where we can.

Parts of the service depend on third parties — WhatsApp, our AI provider, our cloud host. When one of them has an outage, we tell you what is broken and what we are doing. We do not take responsibility for their uptime, and no honest vendor would.

8. Warranties and liability

We provide the service with reasonable skill and care. Beyond that, and to the extent the law allows, it is provided "as is": we do not warrant that it will be uninterrupted, error-free, or that AI output will always be correct.

AI replies are drafts your business is responsible for. The agent can be wrong. Keep a human in the loop for anything that commits you — prices, legal statements, medical or financial advice — and use the escalation rules for exactly that purpose.

Neither side is liable for indirect, incidental or consequential loss, or for lost profits, revenue or goodwill. Our total liability for any claim is capped at the fees you paid us in the 12 months before the claim arose. Nothing here limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited.

You indemnify us against claims arising from your content or your use of the service in breach of section 3 or 4 — most obviously, a claim from someone you messaged without permission.

9. Ending the agreement

  • You can cancel at any time from the workspace or by emailing us. Monthly plans stop at the end of the current period. Annual plans run to the end of the term you paid for; we do not refund the unused part, and we will say so plainly before you choose annual.
  • We can end it with 30 days' notice, or immediately if you materially breach these terms and do not fix it within 14 days of being told.
  • If we ever shut down the product, you get at least 90 days' notice, a full export, and a pro-rata refund of anything you prepaid. We would rather write that down now than improvise it later.
  • On termination: access ends, export stays available for 30 days, and we delete production data 60 days after cancellation as described in the Privacy Policy.

10. Governing law and notices

These terms are governed by the laws of the Republic of Indonesia. Disputes go to the courts of South Jakarta — after a genuine attempt to sort it out on a call, which has worked every time so far.

We may update these terms as the product changes. Material changes come with 30 days' notice by email to workspace admins and a new date at the top of this page; if a change is unacceptable to you, you may cancel before it takes effect and we will refund the unused prepaid portion.

Notices to us go to privacy@usereplai.site or by post to PT Nusa Inti Telekomunikasi, Spazio Tower, 10th Floor, Jl. Mayjend. Jonosewojo Kav. 3, Pradahkalikendal, Dukuhpakis District, Surabaya, East Java 60225. Notices to you go to your workspace admins. If a clause here turns out to be unenforceable, the rest stands.