Terms of service
Agreement
These terms are between you (the customer) and SURGE SOFTWARE SOLUTIONS PRIVATE LIMITED ("we"), which operates CustomerReplies. By creating an account you accept them on behalf of your organisation.
The service
We provide AI agents that answer your customers from the knowledge you supply, on the channels you connect, plus an inbox, analytics and integrations. AI answers can be wrong; you are responsible for your agent's configuration and for the information it gives your customers. Keep a human hand-off available for important decisions.
Your content and your customers
You own your content and conversations. You confirm you have the right to use the content you add and to process your customers' messages, and that you will give your customers any notice the law requires. You must follow the terms of the messaging platforms you connect, such as WhatsApp Business policies.
Acceptable use
No unlawful, harmful, deceptive or spam use; no attempts to break, overload or reverse-engineer the service; no use for medical, legal or financial decisions without human review.
Plans, fees and overage
Paid plans are billed in advance, monthly or yearly. Extra reply blocks added automatically when you pass your allowance are billed at the published price, up to the cap shown in billing. Rupee prices exclude GST. Messaging platforms such as Meta may charge you directly.
Refunds and cancellation
See the refund policy. You can cancel anytime; the plan runs to the end of the paid period.
Availability and support
We aim for high availability but don't guarantee uninterrupted service on self-serve plans. Support is by email.
Liability
To the extent the law allows, our total liability is limited to the fees you paid in the 12 months before the claim, and we are not liable for indirect or consequential losses.
Changes and termination
We give 30 days' notice of material changes to these terms. We may suspend accounts that break them. You can export your data before closing your account.
Law
Indian law applies; courts in Bengaluru, Karnataka have jurisdiction.