These Terms govern your access to and use of the ReplyFabric service. Please read them carefully before using our platform.
Last updated: March 24, 2026 · Governing law: Belgian law · Jurisdiction: Courts of Antwerp, Belgium
These Terms and Conditions (the "Terms") govern access to and use of the ReplyFabric service and are entered into between ReplyFabric BV, with registered office at Stanislas Leclefstraat 18, 2600 Antwerp, Belgium, registered with company number and VAT number BE1026329284 ("ReplyFabric", "we", "us" or "our"), and the business customer accepting these Terms ("Customer", "you" or "your").
By clicking to accept these Terms, starting a free trial, subscribing to the Service, or using the Service, you confirm that you are accepting these Terms on behalf of a business and that you have authority to bind that business.
1.1 These Terms apply to the Customer's access to and use of ReplyFabric's standard software-as-a-service offering for smart shared mailbox automation and response technology for email management (the "Service").
1.2 These Terms apply only to business customers. The Service is not offered to consumers.
1.3 These Terms apply to ReplyFabric's standard SaaS offering. If the Customer requires custom terms, specific service levels (SLAs), or tailored compliance commitments, these must be governed by a separate written Enterprise Service Agreement. In the event of any conflict between these Terms and a signed Enterprise Service Agreement, the latter shall prevail.
1.4 The Customer may not use the Service if the Customer does not accept these Terms.
In these Terms, the following definitions apply:
3.1 ReplyFabric provides a hosted service for smart shared mailbox automation and response technology for email management.
3.2 The standard Service is intended only for email management within the functionality made available by ReplyFabric. No implementation services, managed services, consulting services, custom development, regulated-industry commitments, or enterprise-grade custom services are included unless expressly agreed by ReplyFabric in a separate written agreement.
3.3 ReplyFabric may update, improve, modify, replace, suspend, or discontinue features, interfaces, workflows, integrations, Documentation, and functionality of the Service from time to time, provided that the core functionality of the applicable Subscription Plan is generally preserved.
4.1 The Service may only be used for lawful internal business purposes.
4.2 The Customer represents and warrants that it is acting in a business capacity and not as a consumer.
4.3 The standard Service is not intended for use in, or in relation to, industries, use cases, or environments requiring sector-specific regulatory commitments or controls that are not expressly offered by ReplyFabric's standard Subscription Plans, including without limitation:
4.4 ReplyFabric may refuse, suspend, or terminate access to the Service if it reasonably determines that the Customer operates in, or is using the Service for, a restricted industry, restricted use case, or other use for which the standard Service is not intended.
5.1 ReplyFabric may offer a free trial for the Service. Unless stated otherwise, the free trial is for 14 days and applies to the starter edition for one shared mailbox.
5.2 A free trial may be subject to feature, mailbox, usage, or other limits.
5.3 ReplyFabric may suspend, restrict, or end a free trial at any time in the event of misuse, excessive use, abnormal use, legal risk, technical risk, or suspected breach of these Terms.
5.4 Unless required by applicable law, ReplyFabric gives no warranties, service commitments, indemnities, or liability commitments for free trials beyond those that cannot legally be excluded.
5.5 Following expiry or termination of a free trial, ReplyFabric may delete trial data in accordance with its retention practices and policies.
6.1 The Customer may subscribe to the Service on a monthly or annual basis, as specified in the selected Subscription Plan.
6.2 Subscriptions renew automatically for successive monthly or annual renewal terms, as applicable, unless the Customer cancels the Subscription through the Service before the next renewal date.
6.3 The Customer is responsible for cancelling the Subscription in the platform before the next billing date. Once a new billing cycle starts and the payment method is successfully charged, a new Subscription term begins.
6.4 Except where mandatory law requires otherwise, Subscription Fees are non-cancellable and non-refundable.
7.1 Subject to these Terms and payment of the applicable Subscription Fees, ReplyFabric grants the Customer a limited, non-exclusive, non-transferable, non-sublicensable right during the applicable Subscription term to access and use the Service for the Customer's internal business purposes.
7.2 The right to use the Service is limited to email management and related internal business operations within the scope of the applicable Subscription Plan.
7.3 No rights are granted except as expressly set out in these Terms.
8.1 Subscription Plans are generally priced per mailbox and include the features, support level, usage limits, and entitlements described on ReplyFabric's website, pricing page, or in-product materials.
8.2 A Subscription Plan may include limits on, among other things, the number of mailboxes, total emails processed, AI-answered emails, features, storage, integrations, or other usage metrics.
8.3 Where a Subscription Plan permits multiple or unlimited Users for a mailbox, that permission is subject to fair use and normal business use consistent with the intended purpose of the plan.
8.4 If the Customer exceeds the applicable limits, materially exceeds normal or expected use for the relevant Subscription Plan, or uses the Service in a way that creates disproportionate technical load, support burden, operational cost, legal risk, or commercial imbalance, ReplyFabric may, with or without prior notice:
8.5 ReplyFabric may introduce, amend, or enforce fair use rules, overage pricing, or plan-related usage conditions from time to time in accordance with Section 17.
9.1 The Customer is responsible for all access to and use of the Service under its account, including all acts and omissions of its Users.
9.2 The Customer must ensure that only authorised Users access the Service and that login credentials are kept confidential and secure.
9.3 The Customer must promptly notify ReplyFabric of any suspected unauthorised access, security incident, or misuse relating to its account.
9.4 The Customer is responsible for managing its Users, permissions, mailbox connections, and related administrative settings.
10.1 The Customer must not, and must not permit any User or third party to:
10.2 ReplyFabric may monitor compliance with these Terms to the extent necessary to protect the Service, enforce these Terms, comply with law, or prevent abuse.
11.1 The Service may use artificial intelligence, machine learning, automated decision-support tools, and third-party providers, including providers within the Google and Microsoft ecosystems, to enable features and functionality.
11.2 Output may be inaccurate, incomplete, inconsistent, biased, unsuitable, or misleading and may not reflect correct or up-to-date information.
11.3 Output is provided for assistance purposes only and does not constitute professional advice, legal advice, financial advice, or any guarantee of accuracy, fitness, or result.
11.4 The Customer remains solely responsible for reviewing, verifying, approving, editing, and deciding whether and how to use any Output, and for all actions, decisions, communications, and consequences arising from the Customer's use of the Service or Output.
11.5 ReplyFabric's standard Service does not automatically send generative AI-generated emails on the Customer's behalf. Where automated template-based replies are available, they are used according to the Customer's settings and are distinct from generative AI Output.
11.6 The Customer must ensure meaningful human review where appropriate and must not rely on Output without its own assessment.
12.1 The Customer is responsible for:
12.2 The Customer represents and warrants that it has authority to connect any mailbox, email environment, or third-party account linked to the Service.
13.1 ReplyFabric provides support in accordance with the support level included in the applicable Subscription Plan or otherwise described by ReplyFabric from time to time.
13.2 Support may be provided by email, ticketing, chat, phone, or other channels, depending on the Customer's Subscription Plan.
13.3 Unless otherwise stated by ReplyFabric, standard support hours are from 8:00 to 18:00 Belgian time on business days.
13.4 ReplyFabric does not commit to any specific response times, resolution times, availability levels, or service credits unless expressly agreed in writing.
13.5 ReplyFabric may perform planned maintenance outside normal EU business hours, including at night or on weekends. ReplyFabric may perform emergency maintenance at any time.
13.6 ReplyFabric may update or change its support arrangements, support channels, support policies, and Documentation from time to time.
14.1 ReplyFabric will use commercially reasonable efforts to make the Service available.
14.2 The Customer acknowledges that availability of the Service depends in part on third-party services, infrastructure, internet connectivity, integrations, hosting environments, and systems outside ReplyFabric's control, including systems provided by Microsoft and Google.
14.3 ReplyFabric does not guarantee uninterrupted, error-free, or continuous availability of the Service.
15.1 The Customer must pay the applicable Subscription Fees and any other fees due under these Terms.
15.2 Subscription Fees are charged upfront and are due immediately on the applicable billing date.
15.3 The Customer authorises ReplyFabric and its payment providers, including Stripe, to charge the Customer's selected payment method for all amounts due under the applicable Subscription Plan and any renewal thereof.
15.4 All fees are exclusive of VAT, withholding taxes, duties, levies, and other applicable taxes, which are payable by the Customer unless the Customer provides valid evidence of exemption.
15.5 If a payment fails, ReplyFabric may retry the payment method, notify the Customer, suspend or restrict access to the Service, and if payment is not remedied within 14 days after the failed payment, suspend or terminate the Service.
15.6 Late amounts may accrue interest and collection costs in accordance with applicable Belgian law.
16.1 ReplyFabric may apply annual indexation to its fees using a Belgian technology-sector indexation method.
16.2 ReplyFabric may also change Subscription Fees and pricing for future renewal terms for commercial, technical, or market reasons.
16.3 ReplyFabric will provide prior notice of price changes through the Service, by billing communication, or by email. Unless otherwise stated:
16.4 Once the notice period has elapsed, the updated pricing will be applied to the first invoice issued on or after the effective date specified in the notice.
16.5 Continued use of the Service after a price change takes effect, or renewal of the Subscription after the applicable notice period, constitutes acceptance of the updated pricing.
17.1 ReplyFabric may amend these Terms from time to time.
17.2 Updated Terms may take effect immediately upon publication in the Service, on ReplyFabric's website, or upon notice to the Customer, unless ReplyFabric states a later effective date.
17.3 ReplyFabric may also change the Service, Subscription Plans, features, usage conditions, support arrangements, pricing structure, and operational rules from time to time, provided the core functionality of the applicable Subscription Plan is generally preserved.
17.4 The Customer's continued use of the Service after the effective date of any updated Terms or changes constitutes acceptance of those updates.
18.1 To the extent ReplyFabric processes Personal Data on behalf of the Customer, such processing is governed by the ReplyFabric Data Processing Agreement (DPA), which is incorporated into these Terms by reference. The DPA sets out the specific nature, duration, and purpose of the processing, as well as the technical and organizational measures (TOMs) implemented by ReplyFabric.
18.2 The Customer acts as controller, and ReplyFabric acts as processor, where and to the extent applicable under data protection law.
18.3 The Customer acknowledges that ReplyFabric may use subprocessors and service providers in connection with the Service, subject to applicable law and the DPA.
18.4 Information about ReplyFabric's privacy practices, security approach, and trust and compliance materials may be made available through ReplyFabric's Privacy Policy, Trust Center, DPA, or related documentation.
19.1 EU Residency. ReplyFabric provides EU-based residency for the storage of primary Customer Data (emails and mailbox content) as specified in the DPA.
19.2 Global Subprocessors. The Customer acknowledges that certain technical subprocessors or service providers (e.g., AI model providers, payment processors, or diagnostic tools) may be located outside the EEA or may be non-EU entities. All such processing and transfers are conducted via lawful transfer mechanisms (such as Standard Contractual Clauses) as detailed in the DPA.
19.3 Retention. ReplyFabric retains Customer Data in accordance with its internal retention policies, the DPA, and applicable law.
19.4 Post-Termination. Following the termination of the Subscription, ReplyFabric may retain Customer Data for a period of up to 90 days (unless a longer period is required for legal, compliance, or fraud-prevention purposes). After this period, ReplyFabric shall delete or anonymize the data in accordance with its standard deletion procedures.
20.1 As between the parties, the Customer retains its rights in Customer Data.
20.2 The Customer grants ReplyFabric a non-exclusive, worldwide, royalty-free right during the term of the Subscription, and for any applicable retention period thereafter, to host, copy, store, transmit, display, process, adapt, and otherwise use Customer Data to the extent necessary to provide, operate, support, secure, monitor, maintain, improve, and enforce the Service and these Terms, and as otherwise permitted by applicable law and the DPA.
20.3 ReplyFabric does not use Customer Data to train AI models.
20.4 Subject to the Customer's compliance with these Terms and subject to third-party rights and applicable law, the Customer may use Output generated for the Customer through the Service. The Customer acknowledges that Output may not be unique and that similar output may be generated for other customers.
20.5 ReplyFabric and its licensors retain all right, title, and interest in and to the Service, the software, interfaces, models, prompts, templates, workflows, Documentation, Usage Data, know-how, improvements, derivative works, and all related intellectual property rights.
20.6 Except for the limited rights expressly granted in these Terms, no rights in the Service or ReplyFabric's intellectual property are granted to the Customer.
21.1 ReplyFabric may collect, generate, and use Usage Data for product analytics, diagnostics, support, service delivery, fraud prevention, security, operations, benchmarking, service improvement, and development purposes.
21.2 ReplyFabric will not use Customer Data to train AI models, but may use aggregated, anonymised, or non-identifiable Usage Data for legitimate business purposes.
21.3 If the Customer or any User provides suggestions, ideas, enhancement requests, recommendations, corrections, or other feedback relating to the Service, ReplyFabric may use, implement, modify, disclose, and exploit that feedback without restriction and without any obligation, payment, or attribution to the Customer.
22.1 Each party may receive confidential information from the other party in connection with these Terms.
22.2 The receiving party must:
22.3 Confidential information may be disclosed only to employees, contractors, professional advisers, Affiliates, subprocessors, and service providers who have a need to know it and who are bound by appropriate confidentiality obligations.
22.4 Confidential information does not include information that the receiving party can demonstrate:
22.5 A receiving party may disclose confidential information if required by law, regulation, court order, or competent authority, provided that where legally permitted it gives prior notice to the disclosing party.
22.6 The obligations in this Section survive for 5 years after termination of these Terms, except for trade secrets, which survive for as long as they remain protected under applicable law.
23.1 ReplyFabric warrants that it will provide the Service with reasonable skill and care.
23.2 Except as expressly stated in these Terms, and to the maximum extent permitted by applicable law, the Service is provided on an "as is" and "as available" basis.
23.3 ReplyFabric does not warrant that the Service will be uninterrupted, error-free, secure against all threats, free from defects, compatible with every environment, or fit for the Customer's particular purposes.
23.4 ReplyFabric does not warrant that any Output will be accurate, complete, reliable, current, unique, suitable, or fit for any purpose.
23.5 The Customer is solely responsible for its decisions, actions, communications, and reliance on the Service and any Output.
24.1 ReplyFabric will defend the Customer against any third-party claim alleging that the standard Service, when used by the Customer in accordance with these Terms, directly infringes that third party's intellectual property rights, and will pay any finally awarded damages or settlement amounts approved by ReplyFabric, provided that the Customer:
24.2 ReplyFabric has no obligation under Section 24.1 to the extent a claim arises from:
24.3 If the Service becomes, or in ReplyFabric's opinion is likely to become, subject to an infringement claim, ReplyFabric may at its option:
24.4 The Customer will defend, indemnify, and hold harmless ReplyFabric, its Affiliates, and their personnel from and against any third-party claim, action, investigation, loss, damage, liability, cost, or expense (including reasonable lawyers' fees) arising out of or relating to:
24.5 This Section 24 states each party's sole and exclusive remedy, and the entire liability of the other party, for the third-party intellectual property claims described in this Section.
25.1 To the maximum extent permitted by applicable law, ReplyFabric's total aggregate liability arising out of or in connection with these Terms, the Service, or the parties' relationship, whether in contract, tort, extra-contractual liability, statute, or otherwise, will not exceed the total Subscription Fees paid by the Customer to ReplyFabric under these Terms during the 6 months immediately preceding the event giving rise to the claim.
25.2 If the claim arises from a free trial, other unpaid use, or any free or beta feature made available without charge, ReplyFabric will have no liability to the maximum extent permitted by law, or if such exclusion is not permitted, ReplyFabric's aggregate liability will not exceed EUR 100.
25.3 To the maximum extent permitted by applicable law, ReplyFabric will not be liable for any indirect, incidental, special, punitive, exemplary, or consequential damages, or for any loss of profits, revenue, business, contracts, customers, goodwill, anticipated savings, opportunity, data, or reputation.
25.4 To the maximum extent permitted by applicable law, ReplyFabric will not be liable for:
25.5 Nothing in these Terms excludes or limits liability to the extent such exclusion or limitation is prohibited by mandatory law.
26.1 ReplyFabric may suspend, restrict, or terminate access to the Service immediately, with or without notice, if:
26.2 Either party may terminate these Terms for material breach by the other party if that breach is not cured within 14 days after written notice describing the breach.
26.3 The Customer may terminate a Subscription only by cancelling it before the next renewal in the platform.
26.4 Upon termination or expiry:
ReplyFabric may identify the Customer as a customer and use the Customer's name or logo in marketing or reference materials without the Customer's prior consent. The Customer may revoke this consent at any time by providing written notice to hello@replyfabric.ai.
28.1 The Customer must use the Service in compliance with all applicable laws and regulations.
28.2 The Customer may not use the Service in a manner that would cause ReplyFabric or its providers to violate applicable sanctions, export control, trade restrictions, or similar laws.
28.3 ReplyFabric may suspend or terminate the Service if it reasonably believes continued provision would create a sanctions, export control, or legal compliance risk.
29.1 The Customer must provide and maintain accurate account, billing, and contact information.
29.2 The Customer must cancel its Subscription through the platform.
29.3 ReplyFabric may provide notices under these Terms through the Service, the billing portal, account notifications, or by email to the contact details associated with the Customer's account.
29.4 Notices from ReplyFabric will be deemed given when made available through those channels.
30.1 Force majeure. ReplyFabric is not liable for delay, failure, or interruption caused by circumstances beyond its reasonable control, including failures of internet providers, hosting providers, cloud platforms, email platforms, utility failures, strikes, labour disputes, war, terrorism, civil unrest, epidemics, governmental actions, or natural events.
30.2 Assignment. The Customer may not assign or transfer these Terms or any rights under them without ReplyFabric's prior written consent. ReplyFabric may assign or transfer these Terms in connection with a merger, acquisition, corporate reorganisation, sale of assets, or by operation of law.
30.3 Severability. If any provision of these Terms is held invalid or unenforceable, the remaining provisions will remain in full force and effect, and the invalid or unenforceable provision will be interpreted to reflect its original intent as closely as possible.
30.4 No waiver. A failure or delay in exercising any right under these Terms is not a waiver of that right.
30.5 Independent contractors. The parties are independent contractors. These Terms do not create any partnership, agency, fiduciary, employment, or joint venture relationship.
30.6 Entire agreement. These Terms, together with any applicable Subscription Plan details, the DPA where applicable, and the Privacy Policy, form the entire agreement between the parties regarding the standard Service and supersede all prior or contemporaneous understandings on that subject.
30.7 Interpretation. Headings are for convenience only and do not affect interpretation. Any words following terms such as "including" or "for example" are illustrative and do not limit the generality of the preceding words.
31.1 These Terms and any dispute or claim arising out of or in connection with them, the Service, or the relationship between the parties are governed by Belgian law, excluding its conflict of law rules.
31.2 The courts of Antwerp, Belgium have exclusive jurisdiction over any dispute arising out of or in connection with these Terms, the Service, or the relationship between the parties.
31.3 These Terms are drafted in English. Any translation is provided for convenience only. In the event of inconsistency, the English version prevails.
ReplyFabric BV
Stanislas Leclefstraat 18, 2600 Antwerp, Belgium
VAT: BE1026329284
Email: hello@replyfabric.ai
Contact form: replyfabric.ai/contact