General terms governing the use of the Repliva platform

By accessing the website or using Repliva, you confirm that you have read, understood and agreed to these Terms of Service. If you use the platform on behalf of a company or merchant, you represent that you have the authority to bind that entity.

If you do not agree to these terms, you must not access or use the service.

The Repliva service is provided by Antonino Lombardo, owner of the service and contractual counterparty in the relationship with the merchant, referred to below as “Repliva” or the “provider”.

Formal communications relating to these terms should be sent to the contact details listed on this page or in the applicable commercial agreement.

Repliva provides a SaaS software product designed to help merchants manage ecommerce customer support, synchronize inboxes, review order context and generate AI-assisted drafts or operational suggestions.

Depending on the active plan or configuration, the service may include integrations with email providers, Shopify, authentication systems, databases, technical connectors and artificial intelligence models.

• Access to the application through an authenticated account.
• Connection of integrations authorized by the merchant.
• Import, analysis and organization of support tickets.
• AI-assisted generation of suggestions, classifications and reply drafts.
• Operational features and workflow settings that may evolve over time.

Repliva may limit, refuse or revoke access where account information is false, incomplete, misleading or incompatible with lawful use of the service.

• You may use the service only if you have the legal capacity to enter into a binding agreement.
• You are responsible for the accuracy of the information provided during onboarding, registration and configuration.
• You must securely protect credentials, access rights and permissions assigned to your account or team members.
• If you become aware of unauthorized access or compromise, you must notify Repliva without undue delay.

• Ensure that you are entitled to connect email inboxes, ecommerce stores, external providers and other systems to the service.
• Ensure that use of the service and any connected integrations complies with applicable law, third-party terms and your obligations toward end customers.
• Verify that policies, templates, automation rules and operational instructions configured in the platform are correct and up to date.
• Review system outputs before sending communications, issuing refunds, approving returns or taking actions with legal or financial impact.
• Maintain human oversight over critical operations and privileged accounts.

Some Repliva features use artificial intelligence models to classify tickets, extract information, summarize context, suggest actions and generate reply drafts.

AI outputs are probabilistic and may contain errors, omissions, inaccurate interpretations or incomplete references. They do not constitute legal, tax, accounting or professional advice.

The merchant is solely responsible for final review of AI outputs, deciding whether to use them and bearing the consequences of that use.

• Using the service in violation of law, third-party rights, governmental orders or contractual obligations.
• Uploading, transmitting or processing unlawful, defamatory, fraudulent, harmful, malicious or unauthorized content.
• Attempting to bypass security controls, access restrictions, technical limits or functional protections of the platform.
• Interfering with the service, performing unauthorized reverse engineering, introducing malware or engaging in abusive conduct.
• Using the service to build or support competing products in an unauthorized way or to run public benchmarks without the provider’s written consent.

The service may rely on or interact with third-party systems selected by Repliva or authorized by the merchant, including email providers, ecommerce platforms, cloud providers and AI vendors.

Use of external integrations may require acceptance of separate terms and may be subject to availability constraints, API changes, quotas, delays or interruptions outside Repliva’s direct control.

• Repliva is not responsible for downtime, errors, changes or breaches attributable solely to third-party services.
• The merchant remains responsible for maintaining any authorizations, licenses and consents required to use those integrations.
• Some features may be suspended or changed if a third-party provider changes its legal or technical conditions.

Unless otherwise stated in an order form, quote, checkout or separate commercial agreement, access to paid platform features is subject to the pricing and limits published or communicated by Repliva at the time of activation.

Unless otherwise agreed in writing, any trials, renewals, suspension for non-payment, upgrades, downgrades, taxes, refunds, and other commercial conditions will follow the activation flow, checkout, selected plan, or other applicable commercial documentation.

• Fees are net of applicable taxes unless expressly stated otherwise.
• Non-payment may lead to limitation or suspension of access to paid functionality.
• Order forms, quotes or enterprise agreements prevail over these terms in case of conflict for the specific commercial items they regulate.

Repliva and its licensors retain all rights, title and interest in and to the platform, software, interface, proprietary content, know-how, logos, trademarks, documentation and related developments, except for rights expressly granted to the merchant.

Except as permitted by mandatory law or written authorization, you may not copy, modify, distribute, sublicense, decompile, create derivative works from or otherwise misuse Repliva proprietary assets.

• The merchant retains rights in its own data, content and materials uploaded to the service.
• The merchant grants Repliva the rights strictly necessary to host, process, transmit and use that content solely to provide the service and perform contractual obligations.

Use of the service may involve the processing of personal data, business data and confidential content. Privacy rules, party roles and applicable safeguards are further described in the Privacy Policy and, where relevant, in a separate Data Processing Agreement.

Each party agrees not to disclose the other party’s confidential information except as required to perform the agreement, comply with law or protect its legal rights.

Repliva aims to keep the service reasonably available, but does not guarantee that the platform will always be error free, uninterrupted or immune from vulnerabilities.

We may modify, update, replace or discontinue features, interfaces, technical limits, integrations or parts of the service for technical, security, legal or product-evolution reasons.

• Scheduled or emergency maintenance may cause temporary unavailability.
• Beta, experimental or early-access features may be subject to additional limits and increased variability.

Except where not permitted by law, the service is provided on an “as is” and “as available” basis. Repliva disclaims express and implied warranties relating to merchantability, fitness for a particular purpose, uninterrupted availability, error-free operation or specific outcomes.

To the fullest extent permitted by applicable law, Repliva will not be liable for indirect, consequential or special damages, loss of profits, loss of data, reputational harm, business interruption or decisions made by the merchant based on AI outputs or third-party data.

Unless otherwise required by non-waivable law or an applicable written agreement, any aggregate liability of Repliva connected to the service will be limited, to the maximum extent permitted, to the amounts actually paid by the merchant for the service during the reference period defined by the applicable commercial documentation.

Any data export period, post-termination retention window and account deactivation mechanics should be aligned with the relevant commercial and privacy documentation.

• Repliva may suspend or restrict access in the event of a breach of these terms, risk to platform security or integrity, unlawful use, non-payment or a competent authority request.
• The merchant may stop using the service subject to the active plan rules or any applicable commercial agreement.
• Clauses that by their nature should survive termination will remain in effect, including those on accrued payments, intellectual property, liability, confidentiality and disputes.

These terms are governed by the laws of Italy, subject to any mandatory rules that apply based on the user’s status or the competent territory.

Any dispute concerning the interpretation, validity, or performance of these terms will fall within the jurisdiction of the courts where the provider has its registered office, subject to any mandatory venue required by law or any different written agreement between the parties.

We may update these Terms of Service to reflect product evolution, legal changes, new integrations or organizational updates. The updated version will be published on this page together with the revised last-updated date.

For legal or contractual questions regarding these terms, you may contact Antonino Lombardo at replivacustomer@gmail.com.