Terms of use

ReplyTop is published by Axel Leparmentier, a sole trader (entrepreneur individuel, EI) trading as ReplyTop — SIRET 101 550 812 00016, 15 allée de l'île, 92140 Clamart, France, support@replytop.com. In these terms, “ReplyTop” refers to the publisher.

“Customer” means the business that opens an account; “Service” means the replytop.com website, the customer area and the browser extension.

The Service is intended for businesses — shops, tradespeople, hotels, restaurants, independent professionals — that use it for their trade. By opening an account, the Customer declares that it is acting for business purposes: consumer law does not apply.

The person who opens the account declares that they have authority to bind the business or establishment they represent. By creating an account, the Customer accepts these terms.

ReplyTop helps the Customer reply to the reviews left about its establishments:

• Collection — reviews on the listings the Customer connects are collected several times a day: Google reviews through Google's official interface (API) and, depending on the plan, reviews from other platforms such as Trustpilot.
• Writing — an artificial intelligence drafts a reply to each review, based on its content, its rating, the Customer's instructions and, if the Customer so wishes, the replies it has written itself.
• Publishing — on Google, the Customer publishes each reply from its account or lets the autopilot publish it (article 5). On other platforms, the Customer publishes it itself, with the browser extension.
• Tracking — dashboard and statistics on its reviews.

The features and limits of each plan are those shown on the Pricing page. The Service evolves: ReplyTop may add, change or remove a feature, without reducing what a paid plan includes during a period already paid for.

The Customer keeps its login details confidential and is responsible for actions taken from its account, including by the team members it invites.

To connect a Google listing, the Customer authorises ReplyTop, through Google's authorisation system, to read its reviews and publish its replies. It may withdraw this authorisation at any time, from ReplyTop or from its Google account; the features that depend on it then stop.

The Customer only connects listings and pages it is entitled to manage. ReplyTop may ask for proof of this, and suspend collection from a page until it is provided.

By connecting a listing, the Customer authorises ReplyTop to publish, in its name and on its behalf, the replies it approves or that its autopilot publishes. This mandate ends when the listing is disconnected or the account is closed.

The Customer stays in control at all times: it can turn off the autopilot, hold critical reviews, give writing instructions, and edit or delete a published reply — from its account for Google, from the platform itself for the others.

Replies are written by an artificial intelligence model supplied by a provider (privacy policy, article 4). ReplyTop constrains this model — the review's language, no invented facts, no judgement, no insults — but automatically generated text may contain an error, a clumsy phrase or an unsuitable wording.

A published reply is published in the Customer's name: in the eyes of its customers and of the platform, the Customer is its author. It is up to the Customer to choose how replies are published and to read those it considers sensitive. Replies written for the Customer belong to the Customer.

ReplyTop guarantees no outcome: neither a better ranking on Google or another platform, nor a higher rating, more reviews or more revenue. What the website says about the effect of replies relies on studies cited as sources; these are trends, not commitments.

ReplyTop is, however, responsible for a fault in the Service itself — for example a reply published on a listing that is not the Customer's, or published while the autopilot was off —, within the limits of article 11.

The Customer undertakes not to use the Service to:

• publish, or have published, fake reviews, or reviews written by itself, its staff or people close to it;
• obtain reviews in exchange for a benefit, or ask only satisfied customers for reviews;
• publish an unlawful reply: insult, defamation, discriminatory remarks, or personal or health information about a customer;
• get around the limits of its plan, resell access to the Service, or extract its data or code;
• breach the rules of review platforms (Google, Trustpilot…).

In the event of a breach, ReplyTop may suspend the autopilot, publishing or the account. It notifies the Customer by email, except in an emergency: harm to a third party, or a risk to ReplyTop's access to the platforms.

The Service relies on platforms that ReplyTop does not control. They may change their rules or interfaces, review a reply before showing it, reject it, or suspend the access of ReplyTop or of a listing. ReplyTop is not responsible for their decisions.

ReplyTop informs the Customer without delay of any interruption that affects it and does what is needed to restore the Service.

ReplyTop uses reasonable means to keep the Service available and working properly; this is an obligation of means. Maintenance or an incident may interrupt it: ReplyTop keeps such interruptions to a minimum and announces planned ones in advance when possible.

Support answers by email at support@replytop.com, as quickly as possible, with priority for the plans that include it.

The Customer remains the owner of its data: collected reviews, replies, instructions and settings. It can view them in its account and obtain a copy on request.

ReplyTop processes the personal data they contain on the Customer's behalf, as a processor, under the data processing agreement in the privacy policy (article 8), which forms part of these terms.

The Service — software, brand, texts, interface — remains ReplyTop's property. The Customer receives a personal, non-exclusive and non-transferable right of use for the life of its account.

ReplyTop is liable for direct damage caused by a proven failure to meet its obligations. It is not liable for indirect damage, such as loss of revenue, customers or reputation.

Its total liability, for all causes combined, is limited to the amounts paid by the Customer in the twelve months preceding the event giving rise to it, and to one hundred (100) euros for a free account.

These limits do not apply in the event of gross negligence or wilful misconduct, nor to damage that the law does not allow to be limited.

The Customer is responsible for the content it provides and for the replies published in its name. It indemnifies ReplyTop against any third-party claim arising from them, unless the claim results from a fault in the Service.

The account is opened for an indefinite period. The Customer may close it at any time from its settings: deletion takes place fourteen (14) days later, during which time it can be cancelled, and ends the Customer's subscription (terms of sale, article 8).

In the event of a serious breach by the Customer (article 7, persistent non-payment), ReplyTop may close its account after a formal notice by email that has gone unheeded for eight (8) days, or immediately if the breach harms a third party or the platforms.

ReplyTop may change or discontinue the free plan; it notifies the accounts concerned at least thirty (30) days in advance.

ReplyTop may update these terms. The version in force is published on this page, with its date. A change that affects the Customer's rights or obligations is announced by email at least thirty (30) days before it applies; if the Customer does not accept it, it may close its account or cancel its subscription before that date, free of charge. Continuing to use the Service afterwards constitutes acceptance.

A change required by law, by an authority or by a platform may apply sooner.

The Service's logs (logins, generations, publications, settings) and Stripe's records are binding between the parties, unless proven otherwise.

These terms exist in six languages; in the event of a discrepancy, the French version prevails.

A clause found to be void does not void the others. Not exercising a right does not mean waiving it.

These terms are governed by French law.

In the event of a dispute, the parties first seek an amicable solution: the Customer writes to support@replytop.com, and ReplyTop replies within fifteen (15) days.

For any question about these terms:

• By email: support@replytop.com
• Through the form on our contact page.