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Terms of service

Last updated 28 October 2026

The short version
  • These terms are for businesses that use Official Reply. People chatting with an assistant are covered by the business's own terms and our privacy policy.
  • You approve every answer, and you're responsible for what they say.
  • Your content stays yours. We use it only to run your assistant.
  • During the pilot the service is changing quickly and comes without uptime guarantees.
  • Either of us can end it. When it ends, you can have your data and we delete it.

1. The agreement

These terms are between you, the business using the service (“you”), and Cristian Desivo, of Buenos Aires, Argentina, who runs Official Reply (“we”, “us”). By using the dashboard or putting the assistant on your website or in a chat app, you accept them on behalf of your business. Anything we agree with you in writing, such as pilot pricing in an email, adds to these terms; if the two disagree, what we agreed in writing wins.

2. The service

Official Reply gives your business an assistant, on your website and in WhatsApp, Telegram, Facebook Messenger and Instagram, that replies to your customers only with answers your business has approved. It can read prices, stock and availability from systems you connect, take requests such as bookings after the customer confirms them, and pass customers to you when it can't help. You manage it from a dashboard.

We're running a pilot with a small number of businesses and set each one up personally. Features will change as we learn. We'll tell you in advance about changes that affect how your assistant works.

3. Your answers, and what the AI does

  • You approve the answers. Nothing reaches your customers until someone at your business publishes it. You're responsible for the answers being accurate, lawful and up to date, and for the data your systems provide.
  • The AI only chooses. An AI model reads each question and picks which of your approved answers fits; the reply is that answer, filled in with live values from your systems. The model can pick the wrong answer or stay silent when one would have fitted. We work to keep that rare and you can see every reply in your dashboard, but we don't guarantee that every question gets the right answer.
  • It's not professional advice. Don't set the assistant up to give medical, legal or financial advice. Answers about your own services, prices and policies are fine.
  • Requests are yours to fulfil. When a customer confirms a request (a booking, an order, a hold), the assistant sends it to you. Whether and how it's carried out is between you and your customer.

4. Your responsibilities

  • Keep your dashboard passwords private, and add only people you trust. You're responsible for what they do in your account.
  • Only give us content, documents and system access you have the right to share.
  • Tell your customers that the assistant processes their questions on your behalf, for example in your privacy policy, and handle their requests about their data with our help.
  • If you connect a chat app, it's your own account with that app (your WhatsApp Business number, your Facebook page or Instagram account, your Telegram bot). Follow that app's rules for businesses, and pay any fees it charges you, such as Meta's WhatsApp fees, directly to it. The assistant only replies to customers who write to you; it never messages them first.
  • Don't use the assistant to collect card numbers, passwords or health information unless we've agreed it in writing.

5. Acceptable use

Don't use the service to break the law, to send spam, or to mislead people. Don't try to get around its limits, test its security without our written permission, or access other businesses' data. We may suspend an assistant that's being misused or attacked, and we'll tell you why.

6. Your data

  • It's yours. You own your answers, documents, data and your customers' conversations. You let us store and process them only to run, secure and support your assistant.
  • We process visitors' data on your behalf, following your instructions and our privacy policy, which lists the providers we use and how long each kind of data is kept.
  • Data processing agreement. Our data processing agreement forms part of these terms and applies whenever we process personal data for you. You accept it when you accept these terms.
  • No training. Neither we nor our model provider use your content or your customers' conversations to train AI models.
  • Confidentiality. We keep your business information confidential and use it only to provide the service. We may share it only when the law requires it, and we'll tell you first where we're allowed to.

7. Fees

Pilot pricing is agreed with each business in writing before you go live. If fees apply, we'll invoice as agreed. We'll give you at least 30 days' notice of any price change, and you can end the service before it takes effect.

8. Availability and support

We monitor the service and work to keep it running, but during the pilot we don't guarantee any level of uptime. We'll try to announce maintenance in advance. For help, write to cdesivo92@gmail.com.

9. Our software

We own the hosted service, the dashboard, the website widget and the chat app connections. The core library that picks answers, directRetrieval, is open source under the GNU Affero General Public License v3.0; that license, not these terms, covers the library's code. If you send us suggestions, we can use them freely.

10. Ending the service

You can stop using the service at any time by telling us. We can end it with 30 days' notice, or straight away if these terms are seriously broken. When it ends, we'll remove your assistant and, if you ask within 30 days, send you your answers and conversations. After those 30 days we delete your account and content; backups age out within 14 more days.

11. Liability

The service is provided “as is” and “as available”. As far as the law allows, we aren't liable for indirect or consequential losses, such as lost profits, lost bookings or lost data, and our total liability for any claim about the service is limited to what you paid us in the 12 months before it, or 100 US dollars if you paid nothing. Nothing in these terms limits liability that the law doesn't allow to be limited.

You're responsible for claims from third parties about the answers you approved or the content and data you gave us.

12. Changes to these terms

If we change these terms, we'll email you at least 30 days before the change takes effect. If you continue using the service after that, the new terms apply. If you don't agree, you can end the service before then.

13. Law and disputes

These terms are governed by the laws of the Argentine Republic. We'll first try to settle any disagreement by talking. If that doesn't work, the competent courts of Buenos Aires, Argentina, will decide it.

14. Contact

Cristian Desivo, Buenos Aires, Argentina · cdesivo92@gmail.com