Terms of Service

PrimaReply is an AI-assisted enquiry and booking platform for businesses. You must be at least 18 years old and authorised to accept these terms for the business using the service. You must provide accurate account, business, billing, and contact information and keep it current.

Depending on your configuration, PrimaReply may assist with missed-call SMS follow-up, website enquiries, lead qualification, business-information responses, Google Calendar availability and booking, notifications, analytics, and opted-in customer service reminders.

PrimaReply assists your team but does not replace professional judgement, emergency services, or your customer-service responsibilities. AI-generated responses may be incomplete or incorrect. You are responsible for reviewing your configuration, monitoring important conversations, and deciding when a person should take over.

PrimaReply offers Starter, Growth, and Pro monthly subscriptions. The applicable price, included live SMS enquiry allowance, trial period, and any eligible promotional offer are shown for review before Checkout. Creating and testing a workspace does not require a plan or payment method.

The standard public offer includes a 30-day live trial. An eligible promotional offer, such as a Founding Pilot, may use a different trial period when clearly disclosed before Checkout. A new trial begins when the dedicated PrimaReply number is activated. Existing subscription and trial dates are not extended unless PrimaReply confirms an extension.

One SMS enquiry means one customer request handled by text during a 24-hour interaction period. Individual messages within that interaction are not counted separately. Monthly allowances do not roll over. Website assistant and simulator activity do not consume the live SMS enquiry allowance.

A valid payment method is required to begin a trial. No subscription fee is charged when the trial starts. Unless you cancel before the trial ends, Stripe will automatically charge the disclosed monthly price on the first billing date and on each monthly renewal date after that. Stripe displays the applicable price and first charge date before you confirm Checkout.

Prices and tax treatment are presented at Checkout. You authorise us and Stripe to charge your selected payment method for recurring fees and any clearly disclosed applicable taxes. You are responsible for keeping your billing details and payment method current.

You may cancel at any time through the Stripe billing portal available from your PrimaReply billing settings, or by contacting us at support@primareply.com if you cannot access the portal.

If you cancel during the free trial, cancellation takes effect at the end of the trial and you will not be charged the first subscription fee. If you cancel during a paid billing period, cancellation takes effect at the end of that period. Your service normally remains available until the effective cancellation date, after which live features may be suspended and your assigned telephone number may be released.

Cancel before the date and time shown by Stripe if you do not want the next charge to occur. Deleting the app, ceasing to use the service, or disconnecting an integration does not by itself cancel your subscription.

We do not normally provide refunds or credits for change of mind, partial billing periods, unused time, or failing to cancel before a renewal. This does not limit any right or remedy that cannot legally be excluded, including applicable rights under the Australian Consumer Law.

If the service has a major problem, or a problem is not rectified within a reasonable time, you may be entitled to cancel and receive a refund for an unused portion or reduced value, and in some circumstances compensation for reasonably foreseeable loss. The remedy depends on the circumstances and applicable law.

Contact support@primareply.com promptly if you believe a charge is incorrect or the service has materially failed. Include your account email, business name, charge date, and a description of the issue. We will assess the request fairly and may issue an appropriate full or partial refund through Stripe. Nothing in these terms excludes, restricts, or modifies a guarantee, right, or remedy that cannot lawfully be excluded.

We aim to provide a reliable service, but we do not promise uninterrupted or error-free operation. PrimaReply relies on third parties including telecommunications carriers, Twilio, Google, OpenAI, Supabase, Vercel, Resend, and Stripe. Delays, outages, filtering, account restrictions, or changes affecting those services may affect PrimaReply.

Address and service-area suggestions are provided using Google Maps Platform and are subject to the Google Maps/Google Earth Additional Terms of Service.

SMS delivery, missed-call detection, AI response times, notification delivery, Calendar availability, and booking outcomes are not guaranteed. You remain responsible for your business hours, Calendar accuracy, appointment conflicts, services, pricing, and final delivery of services to your customers.

You control the business information, services, instructions, recipients, timing, and communication settings used in your workspace. You must have the rights, permissions, notices, and consents required to process customer information and send communications, including missed-call follow-ups and service reminders.

You must honour applicable opt-out requests, maintain accurate business information, and comply with privacy, spam, telecommunications, consumer, and industry-specific laws. You must not use PrimaReply for unlawful, deceptive, abusive, discriminatory, unsafe, or unsolicited activity.

You are responsible for activity performed through your workspace and for ensuring that authorised users keep their sign-in details secure. Notify us promptly if you suspect unauthorised access. You must not interfere with the service, bypass safeguards or usage limits, probe for vulnerabilities, introduce malicious code, or use the service in a way that harms PrimaReply, its providers, or another person.

Our Acceptable Use Policy forms part of these terms. We may restrict or suspend activity where reasonably necessary to protect customers, the service, third parties, or legal compliance.

You retain responsibility for the customer and business information you submit or instruct PrimaReply to process. You grant us permission to host, process, transmit, and use that information only as reasonably required to provide, secure, support, and improve the service and comply with law.

Our Privacy Policy explains how we handle personal information. You should not submit unnecessary sensitive information and must configure your use of PrimaReply appropriately for your industry.

PrimaReply and its software, design, branding, documentation, and underlying technology remain owned by us or our licensors. While your subscription is active, we give you a limited, non-exclusive, non-transferable right to use the service for your internal business operations in accordance with these terms.

You retain ownership of your original business content. If you provide suggestions or feedback, we may use them to improve PrimaReply without an obligation to compensate you.

We may suspend or terminate access where you materially breach these terms, fail to pay amounts due, create a security or legal risk, misuse communications, or where a required third-party service no longer permits us to provide the service. Where practical, we will give notice and a reasonable opportunity to remedy the issue.

You may stop using PrimaReply and cancel your subscription at any time. Termination does not remove payment obligations already incurred or provisions that by their nature should continue, including ownership, payment, liability, and dispute provisions.

To the maximum extent permitted by law, PrimaReply is not liable for indirect or consequential loss, lost profits, lost opportunities, reputational harm, or loss caused by your configuration, inaccurate business information, customer conduct, third-party services, carrier delivery, or decisions made without appropriate human review.

Where liability can lawfully be limited, our aggregate liability arising from the service is limited to the subscription fees you paid to us during the three months immediately before the event giving rise to the claim. This limitation does not apply where it would unlawfully limit liability, consumer guarantees, or another non-excludable right or remedy.

We may improve, modify, or discontinue features as PrimaReply develops. If a change materially reduces a paid service, we will provide reasonable notice where practical. If you do not agree to a material change to these terms, you may cancel before the change takes effect.

These terms are governed by the laws of New South Wales, Australia. The parties submit to the courts of New South Wales and courts entitled to hear appeals from them. Nothing in this section prevents you from exercising a right available under applicable consumer law.

Questions, cancellation assistance, billing concerns, and refund requests can be sent to support@primareply.com.