These Terms of Service govern your use of SmartReply, an AI-powered customer-messaging and appointment-booking automation service for WhatsApp, Facebook Messenger, Instagram and web chat, operated by Made in Graphic Ltd. By using SmartReply, you agree to these terms.
SmartReply is a task-specific tool: each account connects to the subscribing business's own messaging channels (its WhatsApp Business number and, where enabled, its Facebook Page, Instagram account and website web-chat widget) and answers customer questions about that business, using the business's own information (website, documents, price lists and saved replies). It books, reschedules and cancels appointments, and hands complex or out-of-scope conversations to a human operator. SmartReply is not a general-purpose AI assistant or open chatbot service, and may not be used or marketed as one.
You must be at least 18 years old and have the legal capacity to enter into a binding agreement. SmartReply is a business-to-business service intended solely for business use: by registering you confirm that you use the service in the course of your trade, business or profession, and not as a consumer. You also confirm that all information you provide is accurate and complete.
SmartReply is billed on a recurring basis (monthly or annually). Payments are processed by Stripe. You authorise us to charge your payment method at the start of each billing period. All prices are in GBP and inclusive of applicable taxes unless stated otherwise.
We may change subscription prices from time to time. Price changes take effect at the start of your next billing period; we will give you at least 30 days' notice by email or in-app notification, and you may cancel before the change takes effect.
Subscription fees cover the SmartReply service itself. Fees charged by messaging platforms — such as Meta's per-message, template or paid-messaging charges for WhatsApp, Facebook Messenger or Instagram — are not included in your subscription. Where a platform introduces or changes such charges, they are payable by you: either directly to the platform, or, where we are billed on your behalf, passed through to you at cost with prior notice.
Subscription fees are non-refundable except where required by law or where no service has been delivered.
Features described as “unlimited” (including unlimited AI replies) are provided subject to fair use: usage consistent with the normal customer-support and appointment-booking volume of the business named on the account. Ordinary business use — including busy periods and seasonal peaks — will never be affected by this policy; it exists only to prevent abuse.
Usage inconsistent with fair use includes, for example: machine-generated or automated inbound traffic; load or stress testing; using one account to serve multiple businesses or brands without written permission; reselling or sharing access; or sustained volumes far exceeding what is typical for a business of your size and sector.
Where usage falls materially outside fair use, we will normally contact you first to discuss options (such as a plan change). We may throttle the affected features and, in serious or repeated cases, suspend them (see Section 6).
SmartReply connects to your existing WhatsApp Business account and, where you enable them, your Facebook Page (Messenger), Instagram account and website web-chat widget. You confirm that you are authorised to operate each channel you connect, and that your use of SmartReply complies with the WhatsApp Business Messaging Policy and Meta's platform terms.
As between you and us, you are the data controller of your customers' conversation data; we process it on your behalf as described in our Privacy Policy and Data Processing Agreement. You are responsible for providing any legally required privacy information to your own customers, for the lawfulness of the content you upload (knowledge sources, saved replies, media), and for the content of automated replies sent from your channels, including ensuring they are accurate for your business.
You may cancel your subscription at any time from your dashboard. Cancellation takes effect at the end of the current billing period. You retain access to the service until that date.
We may suspend or terminate your access — with immediate effect where reasonably necessary — if you materially breach these terms (including the Acceptable Use rules), if we are required to do so by law or by a platform partner (such as Meta), or if a payment fails and is not remedied within 14 days of notice. Where practicable, we will give you notice and a reasonable opportunity to remedy the issue first.
After cancellation or termination, you have 30 days to export your data from the dashboard. After that period, your data is deleted in accordance with our Privacy Policy.
You agree not to use SmartReply to:
We may suspend or terminate accounts that breach these rules (see Section 6).
SmartReply generates replies automatically using large language models. Despite safeguards, AI-generated output may occasionally be inaccurate, incomplete or unsuitable, and it does not constitute professional advice. You are responsible for reviewing the information you provide to the service, monitoring the replies sent on your behalf, and for any decisions or communications based on AI output.
Content generated for your business using SmartReply belongs to you, subject to the terms of the underlying AI model providers (OpenAI, Anthropic). Made in Graphic Ltd retains ownership of the SmartReply software, brand, and platform.
SmartReply integrates with third-party platforms including WhatsApp Business, Facebook Messenger and Instagram (Meta), Stripe, Google (Google Calendar, for appointment scheduling), OpenAI and Anthropic. Your use of these integrations is also subject to their respective terms of service.
We aim for high availability but do not guarantee uninterrupted service. Scheduled maintenance, third-party outages, or unforeseen technical issues may cause temporary disruptions. We are not liable for any failure or delay caused by events beyond our reasonable control, including outages of third-party platforms (Meta, Google, Stripe, AI providers, hosting or network providers), internet failures, labour disputes, or acts of government or nature.
The service is provided on an "as is" and "as available" basis. To the maximum extent permitted by law, we exclude all implied warranties, conditions and other terms, including merchantability, satisfactory quality, fitness for a particular purpose and non-infringement. Nothing in these terms excludes or limits any liability that cannot be excluded by law, including liability for death or personal injury caused by negligence, or for fraud.
To the maximum extent permitted by law, Made in Graphic Ltd shall not be liable for any indirect, incidental, special, punitive, or consequential damages, or for loss of profits, revenue, data or goodwill, arising from your use of SmartReply. Our total aggregate liability arising out of or in connection with the service shall not exceed the subscription fees you paid to us in the 12 months preceding the event giving rise to the claim.
You agree to indemnify and hold harmless Made in Graphic Ltd, its officers and employees, from and against any claims, damages, losses and reasonable costs (including legal fees) arising from: (a) content you upload to or configure in the service, including knowledge sources and automated replies; (b) your breach of these terms or of a platform partner's policies (including Meta and Google); or (c) your processing of your customers' personal data in breach of applicable data protection law.
We may update these terms from time to time. We will notify you of significant changes by email or in-app notification. Continued use of SmartReply after changes constitutes acceptance of the updated terms.
These terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
If any provision of these terms is found invalid or unenforceable, it will be modified to the minimum extent necessary or severed, and the remaining provisions remain in full force. These terms, together with the Privacy Policy and Data Processing Agreement, form the entire agreement between you and us regarding the service.
Made in Graphic Ltd · Company No: 13094248 · info@madeingraphic.co.uk · smart-reply.co.uk · Data Processing Agreement