Terms of Service

Last updated: 29 May 2026

These Terms of Service ("Terms") govern your access to and use of the Replai service, website, and related applications (the "Service") provided by Replai Sdn. Bhd. ("Replai", "we", "us"). By signing up for, accessing, or using the Service, you agree to these Terms. If you are agreeing on behalf of a business, you represent that you are authorised to bind that business.

1. What the Service does

Replai is an AI-assisted sales workflow tool for licensed professionals and service businesses. It reads incoming customer enquiries received through your connected WhatsApp Business number, drafts suggested replies in your voice, and presents them to you for review. You decide whether to approve, edit, or reject each draft. No message is sent to a customer without an authorised operator's action. Replai is a tool to assist your team; it is not a replacement for your professional judgement.

2. Eligibility

You must be at least 18 years old and operate a legitimate business. Where your industry requires a licence or registration (for example, real estate, insurance, or healthcare), you confirm that you hold the necessary licence and will use the Service in line with the rules that apply to your profession.

3. Your account

• Provide accurate information and keep it up to date.
• Keep your account credentials and connected numbers secure.
• You are responsible for activity carried out under your account, including messages your operators approve.

4. Your responsibilities for messages and compliance

• You are responsible for the content of any message you approve and send to a customer.
• You must ensure your use complies with applicable laws and any industry rules that apply to you (for example, REN/BOVAEP requirements for property, BNM/PIDM rules for insurance, or MOH guidance for healthcare).
• You must obtain any consents required to message your customers and to share their information with us for processing.
• You must comply with the WhatsApp Business Messaging Policy and Meta's applicable terms.

5. Acceptable use

You agree not to use the Service to:

• Send spam, unsolicited bulk messages, or unlawful, deceptive, or harassing content
• Operate a general-purpose chatbot unrelated to your business, or otherwise breach WhatsApp/Meta policies
• Infringe others' rights, or upload malicious code
• Attempt to reverse engineer, disrupt, or gain unauthorised access to the Service

6. AI-generated content

Draft replies are generated by AI models and may be inaccurate, incomplete, or unsuitable. You must review each draft before approving it. We do not warrant that AI-generated drafts are error-free, and you remain solely responsible for messages you choose to send.

7. Trials and fees

We may offer a free trial period. Paid plan details, billing cycles, and any fees will be presented to you before you are charged. Unless stated otherwise, fees are exclusive of applicable taxes. You may cancel in accordance with the plan you select.

8. Third-party services

The Service relies on third parties, including Meta's WhatsApp Business Platform and AI model providers. Your use of those services is also subject to their terms. We are not responsible for third-party services or for outages or changes outside our control.

9. Intellectual property

We retain all rights in the Service, including our software and branding. You retain rights in your own content and customer data. You grant us a limited licence to process your content solely to provide and improve the Service, as described in our Privacy Policy.

10. Disclaimers

The Service is provided "as is" and "as available" without warranties of any kind, whether express or implied, to the fullest extent permitted by law. We do not warrant that the Service will be uninterrupted, secure, or error-free, or that drafts will be fit for any particular purpose.

11. Limitation of liability

To the fullest extent permitted by law, Replai will not be liable for any indirect, incidental, special, or consequential loss, or for loss of profits, revenue, data, or goodwill. Our total aggregate liability arising out of or relating to the Service is limited to the fees you paid to us in the three (3) months before the event giving rise to the claim.

12. Indemnity

You agree to indemnify and hold Replai harmless from claims, damages, and expenses arising from your use of the Service, the messages you approve and send, or your breach of these Terms or applicable law.

13. Suspension and termination

You may stop using the Service at any time. We may suspend or terminate access if you breach these Terms, if required for security or legal reasons, or if a third-party platform we depend on requires it. On termination, we will handle your data as described in the Privacy Policy.

14. Changes to these Terms

We may update these Terms from time to time. We will revise the "Last updated" date and, where appropriate, notify you. Continued use after changes take effect means you accept the updated Terms.

15. Governing law

These Terms are governed by the laws of Malaysia, and the courts of Malaysia have exclusive jurisdiction over any dispute arising from them.

16. Contact

• Email: hello@replai.my
• Entity: Replai Sdn. Bhd.