Last updated: July 1, 2026
1. Agreement
These Terms of Service ("Terms") govern your use of replylume.com and the Replylume support automation platform (collectively, the "Service") operated by Replylume, Inc. ("the Company") (600 Congress Avenue, Suite 1400, Austin, TX 78701). By accessing or using the Service, you agree to be bound by these Terms. If you do not agree, do not use the Service.
Replylume provides an end-to-end tier-1 ticket resolution platform for SaaS support teams. The Service integrates with your existing helpdesk, billing system, and CRM to automatically close qualifying support tickets -- including refund issuance, order status responses, and cancellation confirmations -- within the parameters you configure. Use of the Service involves granting Replylume scoped API access to connected systems; the scope and security model are described in our integration documentation and your subscription agreement.
2. Use of the Service
- You must be at least 18 years old or have the consent of a parent or legal guardian to use the Service.
- You agree not to use the Service for unlawful purposes, to interfere with operation, or to attempt to gain unauthorized access to systems or data.
- You may not scrape, reverse-engineer, or copy the Service except as permitted by applicable law.
- You are responsible for configuring resolution criteria accurately and for the actions the Service takes on your behalf within those criteria. Replylume acts as an automation agent within the scope you define; misconfigurations that result in erroneous actions are your responsibility to review through the audit log and to correct by updating your configuration.
3. Intellectual Property
The Service, including all text, graphics, logos, software, and the resolution automation engine, is owned by the Company or its licensors and is protected by U.S. and international intellectual-property laws. We grant you a limited, non-exclusive, non-transferable license to access the Service for its intended purpose during the term of your subscription.
4. User Content
You are responsible for any content you submit through the Service (including via contact forms, configuration inputs, and the connected helpdesk tickets processed on your behalf). You represent that you have all necessary rights to submit such content and to authorize the Company to process it as described in these Terms and our Privacy Policy. You grant us a limited license to use, store, and process the content as necessary to provide the Service, generate audit logs, and respond to your inquiries.
5. Disclaimers
THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE." TO THE MAXIMUM EXTENT PERMITTED BY LAW, THE COMPANY DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. THE COMPANY DOES NOT WARRANT THAT THE SERVICE WILL OPERATE WITHOUT INTERRUPTION OR ERROR, OR THAT AUTOMATED RESOLUTION ACTIONS WILL ALWAYS PRODUCE THE CORRECT OUTCOME FOR EVERY TICKET TYPE.
6. Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY LAW, THE COMPANY AND ITS OFFICERS, DIRECTORS, EMPLOYEES, AND AGENTS WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES ARISING FROM OR IN CONNECTION WITH YOUR USE OF THE SERVICE. OUR TOTAL LIABILITY FOR ANY CLAIM ARISING FROM OR RELATED TO THE SERVICE WILL NOT EXCEED THE GREATER OF (A) THE FEES YOU PAID FOR THE SERVICE IN THE THREE MONTHS PRECEDING THE CLAIM OR (B) USD $100.
Some jurisdictions do not allow the exclusion of certain warranties or limitation of certain damages; in those jurisdictions, our liability will be limited to the maximum extent permitted by law.
7. Indemnification
You agree to defend, indemnify, and hold harmless the Company from any claims, damages, liabilities, and expenses (including reasonable attorneys' fees) arising from (a) your use of the Service, (b) your violation of these Terms, (c) your violation of any third-party right, or (d) automated actions taken by the Service within criteria you configured.
8. Termination
We may suspend or terminate your access to the Service at any time, with or without notice, for any reason, including violation of these Terms. Sections that by their nature should survive termination will survive (including Sections 3, 5, 6, 7, 9, and 10).
9. Governing Law; Dispute Resolution
These Terms are governed by the laws of the State of Texas, without regard to its conflict-of-law principles.
Informal Resolution. Before filing a claim, you agree to contact us at [email protected] and attempt informal resolution for at least 60 days.
Arbitration. Any dispute that cannot be resolved informally will be settled by binding arbitration administered in Texas, USA under the rules of the American Arbitration Association ("AAA"). Judgment on the arbitrator's award may be entered in any court of competent jurisdiction. You and the Company each waive the right to a jury trial and the right to participate in a class action.
Exception. Either party may seek injunctive relief in a court of competent jurisdiction located in Texas, USA for intellectual-property infringement or unauthorized access to the Service.
10. Changes to These Terms
We may update these Terms from time to time. Material changes will be posted with a new "Last updated" date. Continued use of the Service after the effective date of the updated Terms constitutes acceptance.
11. Contact
Replylume, Inc.600 Congress Avenue, Suite 1400
Austin, TX 78701
Email: [email protected]
Phone: +1 (512) 476-0231