Terms of Service

1. Service Description

AuReply is an AI-powered Google Business Profile review management platform. The Service automates the process of replying to Google Business Profile (GBP) reviews using artificial intelligence and provides analytics, notifications, competitor tracking, profile optimisation, and management tools for businesses.

The Service may evolve over time. We may add, modify, or discontinue features at our discretion.

2. Account Terms

2.1 Eligibility

To use AuReply, you must:

• Be at least 18 years of age
• Have the legal capacity to enter into binding contracts under Indian law
• Have legal authority to bind the business entity you register on behalf of
• Provide accurate, complete, and current registration information

2.2 Account Security

You are responsible for:

• Maintaining the confidentiality of your login credentials
• All activity that occurs under your account
• Notifying us immediately of any unauthorised access at hello@aureply.com
• Using strong, unique passwords and enabling available security features

2.3 One Account Per Business

You may not create multiple accounts to circumvent plan limits, free trial restrictions, or any other terms.

3. Authority to Manage Google Business Profile

By connecting any Google Business Profile to AuReply, you represent and warrant that:

• You are the verified owner of the Google Business Profile, OR you have express written authorisation from the verified owner to manage it on their behalf;
• You have read and agree to comply with Google's terms applicable to your Business Profile, including the Business Profile third-party policies;
• Where you act as a third-party manager (such as a digital marketing agency), you have obtained explicit written consent from the merchant before posting any reply or making any change on their behalf. Verbal consent is not sufficient;
• You will provide written or digital proof of merchant consent upon request from AuReply or Google;
• You will not preemptively claim profiles, impersonate businesses, or attempt to gain unauthorised access to any Business Profile;
• If a conflict arises between you and a merchant whose profile you manage, you will cooperate with our investigation and provide consent documentation within 7 days.

Violation of any of these warranties is grounds for immediate account termination, may result in reporting to Google, and may result in legal action.

4. Subscription and Payment Terms

4.1 Plans and Pricing

AuReply offers paid subscription plans billed monthly in Indian Rupees (INR). Current plans and prices are listed on our pricing page at aureply.com/pricing.

4.2 Payment Processing

All payments are processed securely through Razorpay. By subscribing, you agree to Razorpay's terms of service. We do not store your payment card or bank account details on our servers.

4.3 Free Trial

New accounts receive a 7-day free trial with full Starter plan features. No credit card is required to start the trial. After the trial period, you must subscribe to a paid plan to continue using the Service. If you do not subscribe, your account will be deactivated and your data scheduled for deletion per Section 11.

4.4 Billing and Renewal

• Subscriptions automatically renew at the end of each billing cycle
• We charge your saved payment method on the renewal date
• Failed payments will result in retry attempts; persistent failure will downgrade or suspend your account

4.5 Price Changes

We may change subscription prices with 30 days' prior notice delivered by email and via the Service. Continued use after the effective date constitutes acceptance of the new pricing.

4.6 Taxes

Prices listed are exclusive of applicable Goods and Services Tax (GST) and other taxes. GST will be added to invoices where required by Indian law.

4.7 Refund Policy

• Subscription fees are non-refundable once a billing cycle has started
• If you cancel during a billing cycle, your access continues until the end of that cycle
• We do not provide pro-rated refunds for partial months or unused features
• Refunds may be issued at our sole discretion in cases of verified Service failure exceeding 72 continuous hours
• Refund requests must be submitted to hello@aureply.com within 30 days of the issue

5. AI-Generated Content Disclaimer

AuReply uses artificial intelligence powered by third-party large language model (LLM) providers to generate review replies, insights, and optimisation suggestions. We may change underlying AI providers from time to time without notice.

5.1 No Guarantee of Accuracy

AuReply does not guarantee that AI-generated content will be:

• Accurate in every context
• Appropriate for every reviewer or situation
• Free from errors, omissions, or misinterpretations
• Aligned with your brand voice without configuration

You acknowledge that AI-generated content may occasionally:

• Misinterpret review context, tone, or sarcasm
• Contain factual inaccuracies about your business
• Use language unsuited to your brand or audience
• Fail to detect sensitive situations requiring human judgment

5.2 Your Responsibility

You are solely responsible for:

• Reviewing and approving AI-generated replies where manual review is enabled
• The consequences of enabling fully automated replies
• Configuring review windows, auto-reply rules, language, tone, and custom instructions appropriately
• Monitoring the Service for reply quality and adjusting settings as needed

We strongly recommend manual review for all 1-star and 2-star reviews. Auto-reply for low-rating reviews is disabled by default and should be enabled only with explicit awareness of the risk.

5.3 No Liability for AI Content

AuReply is not liable for any damages, reputational harm, lost business, or other consequences arising from AI-generated content posted on your behalf, whether due to auto-reply settings or manual approval.

6. Data Handling

AuReply accesses your Google Business Profile review data through Google's official Business Profile APIs. Your Google OAuth tokens are encrypted at rest using AES-256-GCM authenticated encryption. We do not store your Google account password.

Our handling of your personal data is governed by our Privacy Policy, which is incorporated into these Terms by reference.

7. Acceptable Use

You agree not to:

7.1 Service Abuse

• Use the Service to post misleading, fraudulent, deceptive, or defamatory review replies
• Attempt to circumvent rate limits, usage quotas, plan restrictions, or security measures
• Reverse-engineer, decompile, or attempt to extract the source code or AI prompts of the Service
• Use automated tools (scrapers, bots, scripts) against the Service beyond authorised API usage

7.2 Unauthorised Access

• Connect Google Business Profiles that you do not own or have written authorisation to manage
• Use the Service to access or interfere with other AuReply users' accounts or data
• Share, sublicense, or resell access to the Service without a valid agency or reseller agreement with us

7.3 Review Manipulation

• Generate fake or fraudulent reviews on any platform
• Use AuReply to suppress, hide, or attempt to remove legitimate negative reviews
• Post replies containing personal information about reviewers beyond what they publicly disclosed
• Use the Service to harass, intimidate, or defame reviewers or competitors

7.4 Legal Compliance

• Use the Service in any manner that violates applicable Indian or international laws
• Violate Google's Business Profile content policy
• Violate Meta's WhatsApp Business policies when using WhatsApp notification features
• Violate any third-party rights, including intellectual property and privacy rights

We reserve the right to suspend or terminate accounts that violate this Acceptable Use Policy, with or without notice.

8. WhatsApp Notifications

By opting in to WhatsApp notifications, you consent to receive transactional messages from AuReply via the WhatsApp Business API. These messages:

• Are sent in compliance with WhatsApp Business Policy
• Contain only service-related notifications (review alerts, account updates, billing notices, digest summaries)
• Are subject to Meta's terms and may incur message delivery costs which AuReply bears

We do not send promotional content via WhatsApp without separate opt-in. You may opt out at any time by:

• Disabling WhatsApp notifications from your AuReply dashboard
• Replying STOP to any received message

9. Intellectual Property

9.1 Our IP

The Service, including its software, design, AI prompts, UI, brand assets, and documentation, is owned by AuReply and protected by Indian and international intellectual property laws. We grant you a limited, non-exclusive, non-transferable, revocable licence to use the Service in accordance with these Terms.

9.2 Your Content

You retain ownership of all data you provide to AuReply (business information, custom instructions, settings). You grant AuReply a worldwide, royalty-free licence to use, store, transmit, and process this data solely for the purpose of providing the Service.

9.3 Feedback

If you provide suggestions, ideas, or feedback about the Service, you grant us a perpetual, irrevocable, royalty-free licence to use that feedback without restriction or compensation.

10. Modifications to Service

We may modify, suspend, or discontinue any feature of AuReply at any time. We will:

• Provide reasonable advance notice (typically 30 days) for material changes affecting core features
• Communicate via email and in-Service notifications
• Make commercially reasonable efforts to preserve customer data during changes

We are not liable for modifications, suspensions, or discontinuations of the Service, except as required by applicable consumer protection law.

11. Termination

11.1 Termination by You

You may terminate your account at any time by:

• Cancelling your subscription from your dashboard
• Emailing hello@aureply.com requesting account deletion

Cancellation takes effect at the end of the current billing cycle. Account deletion triggers data removal per our Privacy Policy (within 30 days).

11.2 Termination by Us

We may suspend or terminate your account immediately, with or without notice, if you:

• Violate these Terms or our Acceptable Use Policy
• Engage in fraudulent activity
• Fail to pay subscription fees after reasonable notice
• Use the Service in a manner that risks harm to other users, AuReply, Google, or any third party
• Receive a credible complaint from a merchant or platform regarding unauthorised profile management

11.3 Effect of Termination

Upon termination:

• Your access to the Service ceases immediately
• Your data is scheduled for deletion within 30 days, unless legally required to be retained
• You may request a data export within 14 days of termination
• Provisions that should survive termination (indemnification, limitation of liability, governing law, accrued payment obligations) remain in effect

12. Indemnification

You agree to indemnify, defend, and hold harmless AuReply, its operators, employees, contractors, and agents from any claim, demand, loss, liability, or expense (including reasonable attorneys' fees and court costs) arising from:

• Your violation of these Terms or any applicable law
• Your unauthorised use, claim, or management of any Google Business Profile
• Any content (including AI-generated content) posted to a Google Business Profile through your account
• Your misrepresentation of consent or authority over a business profile
• Disputes between you and any third party (including merchants whose profiles you manage)
• Your violation of Google's, Meta's, Razorpay's, or any other third-party platform's terms

13. Limitation of Liability

To the maximum extent permitted by applicable law:

• AuReply and its operator shall not be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, including but not limited to lost profits, lost revenue, lost data, reputational harm, or business interruption
• Our total aggregate liability for all claims arising from or related to the Service, regardless of the cause of action, shall not exceed the total amount you paid to AuReply in the twelve (12) months preceding the claim
• These limitations apply even if we have been advised of the possibility of such damages and notwithstanding the failure of essential purpose of any limited remedy
• Some jurisdictions do not allow certain limitations of liability; in such jurisdictions, our liability is limited to the greatest extent permitted by law

14. Disclaimers

The Service is provided "AS IS" and "AS AVAILABLE" without warranties of any kind, whether express, implied, statutory, or otherwise. We expressly disclaim all warranties including but not limited to:

• Warranties of merchantability and fitness for a particular purpose
• Warranties of non-infringement
• Warranties that the Service will be uninterrupted, error-free, or secure
• Warranties regarding the accuracy or reliability of AI-generated content
• Warranties that any defects will be corrected

We do not guarantee specific business outcomes (such as increased ratings, more customers, or improved reputation) from using the Service.

15. Governing Law and Jurisdiction

These Terms shall be governed by and construed in accordance with the laws of India, without regard to its conflict of law principles.

Any disputes arising out of or in connection with these Terms or the Service shall be subject to the exclusive jurisdiction of the competent courts of Ernakulam, Kerala, India.

Notwithstanding the above, we reserve the right to seek injunctive or equitable relief in any court of competent jurisdiction to protect our intellectual property or confidential information.

16. Dispute Resolution

Before initiating any legal action, you agree to:

1. Contact us first at hello@aureply.com with a written description of the dispute
2. Allow us 30 days to investigate and respond
3. Engage in good-faith negotiation to resolve the dispute

If informal resolution fails, disputes may be referred to mediation in Ernakulam, Kerala, before resorting to litigation, except where injunctive relief is sought.

17. Changes to Terms

We may update these Terms from time to time. When we make material changes, we will:

• Update the "Last updated" date at the top of these Terms
• Notify you via email at least 30 days before the changes take effect
• Display a prominent notice within the Service

Your continued use of the Service after changes take effect constitutes acceptance of the revised Terms. If you do not agree to the revised Terms, you must stop using the Service and may cancel your subscription.

18. Miscellaneous

18.1 Entire Agreement

These Terms, together with the Privacy Policy and any other policies referenced herein, constitute the entire agreement between you and AuReply regarding the Service.

18.2 Severability

If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions remain in full force and effect.

18.3 No Waiver

Our failure to enforce any provision of these Terms shall not constitute a waiver of that provision or any other provision.

18.4 Assignment

You may not assign or transfer these Terms or your account without our prior written consent. We may assign these Terms in connection with a merger, acquisition, or sale of assets, with notice to you.

18.5 Force Majeure

We are not liable for delays or failures in performance resulting from causes beyond our reasonable control, including natural disasters, war, terrorism, government action, internet or telecommunications failures, or third-party API outages.

18.6 Notices

Notices to you will be sent to the email address associated with your account. Notices to us must be sent to hello@aureply.com.

19. Contact

Entity: AuReply
Operating Location: Kerala, India
Email: hello@aureply.com

All inquiries — general support, legal notices, billing questions, security disclosures, and data protection requests — should be directed to hello@aureply.com.