PrimeReply

Terms of Service

Last updated October 14, 2026

Effective date: October 14, 2026

1. Agreement

These Terms of Service ("Terms") are an agreement between Prydio Technologies LLP, registered in India with its registered office at 1/219A, Manjerikunnath, Vadakkumuri, Muduthala, Pattambi Police Station, Ottappalam, Palakkad - 679303, Kerala, India ("Prydio", "we", "us"), and the business or person that creates a PrimeReply account ("you"). By creating an account or using PrimeReply you agree to these Terms and to our Privacy Policy. If you accept for a business, you confirm that you are authorised to bind it.

2. The service

PrimeReply (primereply.com) is an online platform for business messaging on WhatsApp. It includes a shared team inbox, contacts, message templates, campaigns, drip sequences, chatbots and automations, WhatsApp Flows, web forms, landing pages, click-to-chat links, Facebook Lead Ads capture, optional AI features, an API and webhooks. The features available to you depend on your plan.

PrimeReply connects to the WhatsApp Business Platform provided by Meta Platforms. PrimeReply is not affiliated with, endorsed by or sponsored by Meta or WhatsApp.

3. Accounts

  • PrimeReply is for businesses and professionals. You must be at least 18 years old.
  • Give accurate account and billing information and keep it up to date.
  • Keep passwords secret and turn on two-factor authentication. You are responsible for everything done through your account, including by team members you invite.
  • Tell us promptly at hello@prydio.com if you suspect unauthorised access.

4. WhatsApp & Meta

To send WhatsApp messages you connect your own WhatsApp Business Account to PrimeReply. When you do, you also agree to, and must follow:

In particular, you must have your customers' opt-in before sending them business-initiated messages, honour opt-out requests, and only send content those policies allow.

Meta's messaging charges are separate. Meta charges for template messages directly to the payment method on your WhatsApp Business Account. Those charges are not included in your PrimeReply subscription and are not refundable by us.

Meta decides on business verification, template approval, display names, messaging limits, quality ratings and account restrictions. Meta may change or interrupt its platform. We are not responsible for Meta's decisions, outages or changes, or for messages Meta does not deliver, but we will help you where we reasonably can.

5. Acceptable use

You must not use PrimeReply to:

  • send spam or messages to people who have not opted in, or buy or rent contact lists for messaging;
  • send content that is illegal, fraudulent, deceptive, hateful, harassing, sexually explicit or that infringes anyone's rights;
  • sell or promote goods or services that WhatsApp's Commerce Policy prohibits;
  • collect sensitive data, such as card numbers, passwords or health information, without a lawful basis and appropriate safeguards;
  • impersonate another person or business;
  • break, probe or overload PrimeReply, get around plan limits or security measures, or access other customers' data;
  • resell PrimeReply or use it to build a competing product, except under a written reseller agreement with us.

We may remove content or limit an account that breaks these rules (see section 11).

6. Your data

  • You own the data you put into PrimeReply, including your contacts, messages, forms and leads ("Your Data").
  • You give us permission to host, process and transmit Your Data only as needed to provide, secure and support PrimeReply for you, and as described in the Privacy Policy. We act as your data processor for your customers' data.
  • You are responsible for Your Data being lawful, and for having the notices and consents needed to collect it and message your customers.
  • While your account is active you can export your contacts (including captured leads), web form submissions and WhatsApp Flow responses as CSV files.
  • We may use aggregated, anonymous usage statistics that do not identify you or your customers to run and improve PrimeReply.

7. Plans, fees & taxes

  • Subscriptions are paid in advance for the billing period of your plan (for example monthly or yearly), at the prices shown when you subscribe.
  • Before each period ends we email a renewal invoice. Pay it to continue. If it is not paid by the end of the period, the account is marked past due for a short grace period, and then paid features stop until the invoice is paid. You can turn off renewal in Billing at any time.
  • Prices exclude taxes. GST and other applicable taxes are added to invoices as required by law.
  • If you change plans during a period, the unused value of your current plan can be credited against the new plan.
  • We may change prices for future periods. We will tell you at least 30 days in advance, and changes never affect a period you have already paid for.
  • Refunds are covered by our Refund & Cancellation Policy.

8. Free trials & free plans

Trials and free plans are offered as they are, may have lower limits, and may be changed or ended at any time. At the end of a trial, choose a paid plan to keep using paid features. Your data is kept as described in section 11.

9. Third-party services & AI

PrimeReply works with third-party services such as Meta, payment providers and AI providers. Your use of those services is also governed by their terms.

AI features generate replies automatically and can be wrong. Review AI settings and the knowledge you provide, and use human hand-over for important conversations. You are responsible for messages sent from your account, including AI-generated ones.

10. Availability, support & changes

We work to keep PrimeReply available and secure, but we do not promise it will be uninterrupted or error-free. Planned maintenance is done at quiet times where possible. Support is provided through the in-app help desk and by email. We may add, change or remove features. If we remove a major feature you pay for, we will tell you in advance and, where appropriate, offer a pro-rated credit.

11. Suspension & termination

  • You can stop using PrimeReply at any time. Turning off renewal ends the subscription at the end of the paid period, and the workspace owner can delete the workspace under Settings → Delete workspace.
  • We may suspend or close an account, with notice where reasonably possible, if it breaks these Terms or the WhatsApp policies, if invoices remain unpaid, if Meta requires it, or to prevent harm to other users or the platform.
  • After a workspace is deleted or closed, its data is permanently deleted after 30 days, as described in the Privacy Policy. Export anything you need before then.
  • Sections 6, 7 (for amounts already due), and 12 to 16 continue to apply after termination.

12. Intellectual property

PrimeReply, its software, design and brand belong to Prydio Technologies LLP. We give you a limited, non-exclusive, non-transferable right to use PrimeReply during your subscription. If you send us feedback or ideas, we may use them without obligation to you.

13. Disclaimers

To the extent permitted by law, PrimeReply is provided "as is" and "as available", without warranties of any kind, including fitness for a particular purpose. We do not guarantee any business result, number of messages delivered, template approval, or that Meta will allow or keep any WhatsApp account or number active.

14. Limitation of liability

To the extent permitted by law, neither party is liable for indirect, incidental, special or consequential losses, or for lost profits, revenue, goodwill or data. Our total liability arising out of these Terms or PrimeReply is limited to the fees you paid us for PrimeReply in the 12 months before the event that gave rise to the claim. These limits do not apply to liability that cannot be limited by law.

15. Indemnity

You will defend and compensate Prydio against claims, penalties and costs arising from Your Data, the messages you send, or your breach of these Terms, the WhatsApp policies or applicable law.

16. Governing law & disputes

These Terms are governed by the laws of India. Before starting a formal dispute, please contact us so we can try to resolve it informally within 30 days. The courts at Pattambi, Palakkad, Kerala, India have exclusive jurisdiction.

17. Changes to these terms

We may update these Terms. We will change the "Last updated" date and, for material changes, notify workspace owners at least 15 days before they take effect. If you keep using PrimeReply after that, the updated Terms apply. If you do not agree, you can stop using PrimeReply before the change takes effect.

18. Contact

  • Company: Prydio Technologies LLP
  • Registered office: 1/219A, Manjerikunnath, Vadakkumuri, Muduthala, Pattambi Police Station, Ottappalam, Palakkad - 679303, Kerala, India
  • Email: hello@prydio.com
  • Service: primereply.com