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Terms of Service

Last updated: March 13, 2026

1. Agreement to Terms

By accessing or using TideReply ("Service"), you agree to be bound by these Terms of Service ("Terms"). If you are using the Service on behalf of an organization, you represent that you have authority to bind that organization to these Terms. If you do not agree, do not use the Service.

2. Service Description

TideReply is an AI-powered customer support chatbot platform. The Service includes:

  • A knowledge management system for ingesting websites, files, and FAQs.
  • RAG-based (Retrieval-Augmented Generation) AI chatbot responses.
  • An embeddable chat widget for your website.
  • Live human takeover for real-time agent-to-visitor conversations.
  • Multi-language support with automatic language detection.
  • Analytics dashboard for monitoring chatbot performance.
  • Escalation management with email notifications.

3. Account Registration & Security

  • You must provide accurate and complete information when registering for an account.
  • You are responsible for maintaining the confidentiality of your account credentials.
  • You must notify us immediately of any unauthorized access to or use of your account.
  • We reserve the right to suspend or terminate accounts with inaccurate or fraudulent information.

4. Subscription & Payment

TideReply is a digital subscription service. Fees are charged according to your selected plan and billed on a recurring basis (monthly or annually). Subscriptions auto-renew unless cancelled before the end of the current billing period. All fees are exclusive of applicable taxes unless stated otherwise.

We reserve the right to modify pricing with at least 30 days' notice. Price changes will take effect at the start of your next billing period.

5. Acceptable Use

You agree not to use TideReply to:

  • Violate any applicable local, national, or international law or regulation.
  • Upload or distribute harmful, abusive, defamatory, or obscene content.
  • Send unsolicited messages (spam) through the chat widget.
  • Reverse engineer, decompile, or disassemble any part of the Service.
  • Intentionally overload, disrupt, or interfere with the Service's infrastructure.
  • Resell, sublicense, or redistribute the Service without prior written consent.
  • Impersonate any person or entity, or misrepresent your affiliation.
  • Circumvent or attempt to circumvent any security measures, access controls, or usage limits.
  • Use the Service to train competing AI models or extract data for competitive purposes.

6. AI-Generated Content

TideReply uses artificial intelligence to generate chatbot responses based on the knowledge content you provide. You acknowledge and agree that:

  • AI-generated responses may not always be accurate, complete, or up to date.
  • You are responsible for the quality and accuracy of the knowledge content you provide to the system.
  • TideReply is not liable for any errors, omissions, or inaccuracies in AI-generated responses.
  • You should not rely on AI-generated responses for medical, legal, financial, or other professional advice.

7. Content & Intellectual Property

Your content: You retain all ownership rights to the content you upload to TideReply (knowledge sources, files, FAQ entries). By uploading content, you grant TideReply a limited, non-exclusive license to process, store, embed, and use that content solely to provide the Service to you.

Our platform: TideReply retains all rights, title, and interest in the Service, including the platform code, design, branding, algorithms, and documentation. Nothing in these Terms transfers any intellectual property rights to you.

8. Widget & Third-Party Sites

The TideReply chat widget is embedded on your website via an iframe. By installing the widget, you agree to:

  • Disclose to your website visitors that they are interacting with an AI-powered chatbot.
  • Update your own privacy policy to reflect the use of TideReply and the data collected through the widget.
  • Ensure your use of the widget complies with all applicable laws in your jurisdiction.

9. Service Availability

We will use commercially reasonable efforts to maintain the availability of the Service. However, we do not guarantee uninterrupted, error-free, or secure access. The Service may be temporarily unavailable due to maintenance, updates, or circumstances beyond our reasonable control (force majeure), including but not limited to natural disasters, internet outages, or third-party service failures.

10. Disclaimer of Warranties

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, STATUTORY, OR OTHERWISE. WE SPECIFICALLY DISCLAIM ALL IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE SERVICE WILL MEET YOUR REQUIREMENTS OR THAT AI-GENERATED RESPONSES WILL BE ACCURATE OR RELIABLE.

11. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, TIDEREPLY SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF PROFITS, DATA, BUSINESS OPPORTUNITIES, OR GOODWILL, ARISING OUT OF OR IN CONNECTION WITH YOUR USE OF THE SERVICE.

OUR TOTAL AGGREGATE LIABILITY FOR ALL CLAIMS ARISING OUT OF OR RELATING TO THESE TERMS OR THE SERVICE SHALL NOT EXCEED THE AMOUNT YOU PAID TO TIDEREPLY IN THE TWELVE (12) MONTHS PRECEDING THE CLAIM, OR ONE HUNDRED US DOLLARS ($100), WHICHEVER IS GREATER.

12. Indemnification

You agree to indemnify, defend, and hold harmless TideReply and its officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or in connection with: (a) your use of the Service; (b) your violation of these Terms; (c) the content you upload or provide through the Service; or (d) your violation of any third-party rights.

13. Data Protection

Our collection and use of personal data is governed by our Privacy Policy, which is incorporated into these Terms by reference. By using the Service, you acknowledge that you have read and understood the Privacy Policy.

14. Third-Party Services

TideReply relies on third-party infrastructure providers (including Supabase, OpenAI, Anthropic, Vercel, and Resend) to deliver the Service. We are not responsible for outages, errors, or data processing by these providers beyond our reasonable control. We maintain data processing agreements with all critical sub-processors.

15. Termination

  • You may cancel your subscription and terminate your account at any time from your dashboard or by contacting us.
  • We may suspend or terminate your access if you violate these Terms, with or without notice depending on the severity of the violation.
  • Upon termination, your right to use the Service ceases immediately. Your data will be deleted in accordance with our data retention policy.
  • Sections that by their nature should survive termination (including Limitation of Liability, Indemnification, and Governing Law) shall survive.

16. Governing Law & Dispute Resolution

These Terms shall be governed by and construed in accordance with applicable law. Any disputes arising from these Terms or the Service shall first be attempted to be resolved through good-faith informal negotiation. If a dispute cannot be resolved informally within 30 days, it may be submitted to the courts of competent jurisdiction.

17. Changes to Terms

We may update these Terms from time to time. We will provide at least 30 days' notice of material changes via email or through the admin dashboard. Your continued use of the Service after the effective date of the updated Terms constitutes your acceptance of the changes.

18. Severability & Entire Agreement

If any provision of these Terms is found to be unenforceable, the remaining provisions shall continue in full force and effect. These Terms, together with the Privacy Policy, Refund Policy, and Money-Back Guarantee, constitute the entire agreement between you and TideReply regarding the Service.

19. Contact

If you have any questions about these Terms, contact us at hello@tidereply.com.