Polyreply

Terms of Service

Last updated: 2026-10-27

These terms are an agreement between you and Riccardo Micalizzi, Via San Giacomo 11c, 98025 Itala (ME), Italy. Email: support@polyreply.app ("we", "us"), for the use of Polyreply (the "service"). By creating an account or using the service you accept them. If you accept them for a company or store, you confirm that you may bind it, and "you" means that company or store.

1. The service

Polyreply is a customer support tool for online stores: a shared inbox for emails and chats, a knowledge base, a chat widget for your website, AI-drafted reply suggestions, and an optional connection to your WooCommerce shop.

The service is for businesses only. By creating an account or subscribing you confirm that you act for your trade, business or profession, not as a consumer, so the rules that protect consumers (such as the 14-day right of withdrawal) do not apply. If you are a consumer, please do not use the service.

How the contract is made

  • The contract for the Free plan is made when you create an account and accept these terms on the sign-up form. A paid plan is added when you confirm the payment on Stripe's checkout page, which shows the plan, the price and the billing interval before you pay; you can correct your details or go back until you confirm.
  • These terms and the Privacy Policy are always available on this website, where you can save or print them. We do not keep a separate copy of the contract for each customer. Stripe emails you a receipt for each payment.
  • The contract is in English. We do not follow any code of conduct.

2. Accounts and workspaces

  • Give accurate information and keep your password secret. You are responsible for activity in your account.
  • Each store has its own workspace. Owners manage members, settings and billing; agents answer customers. You are responsible for the people you invite.
  • Tell us right away at support@polyreply.app if you think your account has been misused.

3. Acceptable use

You must not use the service to:

  • send spam or unsolicited marketing, or email people who have not contacted your store;
  • process data you have no right to process, or break any law, including data protection law;
  • upload malware, or try to access other workspaces, overload, probe or break the service;
  • resell the service or use it to build a competing product without our written permission.

We may suspend accounts that break these rules, after a warning when the situation allows it.

4. Your data and your customers' data

You keep all rights to the content you and your customers put into the service. You give us the permission we need to host and process it to provide the service. For your customers' personal data, you are the controller and we are your processor. You confirm that you have a legal basis and have informed your customers, for example in your own privacy policy, that you use a helpdesk provider.

Data processing terms (Article 28 GDPR)

  • We process your customers' data only to provide the service and on your documented instructions.
  • People who can access the data are bound by confidentiality.
  • We apply appropriate technical and organisational security measures, described in our Privacy Policy.
  • You authorise the sub-processors listed in our Privacy Policy. We will tell you about changes in advance by updating that list and emailing workspace owners, and you may object; if we cannot address your objection, you may end the agreement. Each sub-processor is bound by data protection terms that give the same protection as these, and we remain responsible to you for them.
  • We help you answer requests from your customers and meet your obligations on security, breaches, data protection impact assessments and consultations with the authorities, as far as the information we hold allows.
  • We tell you without undue delay, and where possible within 48 hours, if we become aware of a personal data breach affecting your data.
  • When your contract ends, we delete your data within 30 days, or give it back to you first if you ask us before then, unless the law requires us to keep it.
  • We make available the information needed to show we meet these obligations, and allow for and contribute to audits by you or an auditor you choose, with reasonable notice.
  • If we think an instruction from you breaks data protection law, we tell you.

Details of the processing: subject matter and duration, the service for as long as your account exists; nature and purpose, hosting and handling support conversations; data, contact details, messages and order details; people concerned, your customers and website visitors.

5. AI suggestions

AI drafts are generated automatically from your knowledge base, the conversation and, if connected, the order. They can be wrong. Nothing is sent to a customer until one of your agents reviews and approves it, and you are responsible for what your team sends. AI drafts are produced by the AI provider listed in our Privacy Policy; we do not use your data or your customers' data to train AI models. The service never answers your customers on its own. If you want your customers to know that some replies were drafted with AI help, you can say so in your own privacy policy or messages.

6. Plans, payment and cancellation

  • The Free plan costs nothing and has the limits shown in the app. Paid plans are billed monthly or yearly in advance (your choice at checkout) through Stripe, at the price shown on the Billing page and on Stripe's checkout page when you subscribe. We are not registered for VAT, so no VAT is added to the price. If that changes, we will tell you at least 30 days in advance.
  • A paid plan renews automatically for the same period (a month, or a year for a yearly plan), and is charged to the card you gave Stripe, until you cancel it. You can upgrade, downgrade or cancel at any time in Billing (Manage billing). A cancellation takes effect at the end of the period already paid (the month, or the year for a yearly plan), and the plan stays active until then; we do not refund partial periods, except where the law requires it.
  • Each workspace, and each owner, can try a paid plan free once. The trial asks for a card, and the Billing page shows the date of the first charge before you enter it. If you cancel in Manage billing before that date, nothing is charged and the workspace returns to the Free plan when the trial ends; otherwise the paid plan starts on that date at the price shown.
  • Promotion codes can be entered at checkout; each code's own conditions say what it gives and for how long.
  • If a payment fails, Stripe tries again over the following days and we tell you how to update your card. If the payment still fails, the workspace moves to the Free plan limits. Your data is not deleted because of that.
  • We may change prices with at least 30 days' notice by email. The new price applies from your first renewal after that date; you can cancel before then.

7. Availability and changes

We work to keep the service available and secure but do not promise uninterrupted operation. We may improve and change features; if we remove an important feature you pay for, we will tell you in advance.

8. Ending the agreement

You can stop using the service and delete your workspaces at any time. We may end the agreement with 30 days' notice, or immediately if you seriously break these terms. Ask us before then if you want an export of your data.

9. Liability

Nothing in these terms limits liability that cannot be limited by law, such as for intent or gross negligence. Otherwise, neither party is liable for indirect or consequential losses, and our total liability in any 12 months is limited to the amount you paid us in those 12 months.

10. Changes to these terms

We may update these terms. We will email workspace owners about important changes at least 30 days before they apply. If you keep using the service after that, the new terms apply; if you do not agree, you can cancel.

11. Law and disputes

These terms are governed by the law of Italy. The courts of Italy have jurisdiction, unless mandatory law says otherwise.

12. Contact

Riccardo Micalizzi, Via San Giacomo 11c, 98025 Itala (ME), Italy. Email: support@polyreply.app

Terms of Service · Polyreply