Terms of Service
Last updated: 22 September 2026
These terms are an agreement between you and Neo Grow Marketing, Ahmedabad, Gujarat, India, which operates GetReply ("we", "us"). By creating an account you accept them.
1. Who can use GetReply
A business, through a person authorised to act for it, aged 18 or over. You are responsible for everything done through your account.
2. What we provide
Access to the GetReply platform, connected to WhatsApp's official Business Platform: campaigns, a team inbox, chat flows, AI agents, templates, contacts and reports.
One plan covers one WhatsApp business number. A second number needs a second plan.
3. Your WhatsApp account
Your WhatsApp Business Account and phone number belong to you. We access them to run the service for you, and you can end that access at any time. Your approved templates and your number can move to another provider. Chat history does not move; export it before you leave.
WhatsApp is operated by Meta. Meta sets the rules for messaging, approves or rejects templates, sets message prices, and decides messaging limits and account quality. Those decisions are Meta's, not ours, and we cannot reverse them. We tell you what happened and help you respond.
4. What you agree to
- Message only people who agreed to hear from your business, and honour every request to stop. See our Opt-in and Consent page.
- Send nothing unlawful, misleading, or in breach of WhatsApp's rules.
- Keep your logins secure, and remove team members who leave.
- Give us accurate business and billing details.
- Not resell GetReply or give access to another business without our written agreement.
5. Fees and charges
5.1 Current charges. The platform fee, message charges, AI reply charges and any free allowances are those published on our pricing page at the time you subscribe or renew. The pricing page forms part of these terms.
5.2 Platform fee. Billed in advance for each billing period, in Indian Rupees, inclusive of GST at the prevailing statutory rate unless the invoice states otherwise.
5.3 Message charges. Messages are billed separately, based on the rates charged by Meta for the recipient's country and the message category, plus our published markup where applicable. Meta revises its rates from time to time. Revised Meta rates apply to you from the date they apply to us, without prior notice from us, because these are pass-through charges we do not set.
5.4 AI and other usage charges. Usage-based charges, including AI agent replies, are billed at the rates published on our pricing page, after any free allowance stated there for your plan.
5.5 Prepaid balance. Message and usage charges are deducted from the prepaid balance in your account. If the balance is exhausted, sending stops until it is topped up. Platform access continues.
5.6 Changes to our own fees. We may revise our platform fee, markup or usage rates with thirty (30) days' prior notice by email. Revised fees apply from your next billing period. If you do not accept a revision, you may cancel before it takes effect.
5.7 Price protection. Where we have confirmed in writing that your platform fee is locked, that fee continues for as long as your account remains active and in good standing on the same plan.
5.8 Taxes. All charges are subject to applicable Indian taxes. Where tax rates change, the revised rate applies from its effective date.
6. Free trial
New accounts get a free trial as published on our pricing page, with a limited message allowance so you can test properly. No card is needed. At the end of the trial you choose whether to continue.
7. Support response commitment
7.1 The commitment. For support requests raised through our official support channels, a member of our team will send a first response on the same working day. If we fail to do so, we do not charge the platform fee for that month — your next invoice is issued without it. No money is refunded; the month is free.
7.2 Working days and hours. Monday to Saturday, 10:00am to 6:30pm IST, excluding Sundays, gazetted public holidays, and any office closure announced in advance on our website or by email.
7.3 Cut-off. A request received after 6:30pm IST, or on a non-working day, is treated as received at the start of the next working day.
7.4 What is promised. A first human response only. It is not a promise to resolve an issue within any period, because resolution may depend on Meta, on your own systems, or on information we are waiting for from you.
7.5 Official channels. Requests must be sent to [email protected], to our published support number, or through the support option inside the platform. Messages sent to personal numbers, social media accounts or other addresses are not covered.
7.6 Exclusions. This commitment does not apply to: (a) periods of scheduled maintenance or service changes announced in advance; (b) events outside our reasonable control, including outages or changes at Meta, at our hosting providers, or failures of internet or power; (c) accounts that are suspended, overdue or in breach of these terms; (d) repeat or duplicate requests about an issue already responded to; and (e) requests that do not identify the account or the issue clearly enough for us to respond.
7.7 Claiming. Write to [email protected] within seven (7) days of the missed response. We check it against our support records and, if it qualifies, the next month's platform fee is waived. One free month per billing month, never paid in cash, and this is the only remedy for a missed response.
8. Cancelling
You can cancel at any time from your account or by writing to us. See our Refund Policy for what happens to money already paid.
We may suspend or close an account that breaks these terms, is used to message people who did not agree, puts other customers' service at risk, or goes unpaid. Where we can, we warn you first and give you a chance to fix it.
9. What we do not promise
We do not promise that a message will be delivered. Meta accepting a message is not the same as it being delivered, and delivery depends on the recipient's phone, network and settings.
We do not promise template approval, green tick approval, a particular messaging limit, or a particular quality rating. All of these are Meta's decisions.
We do not promise the service will never be interrupted, though we work to keep it running.
10. Liability
If something goes wrong because of us, our responsibility is limited to the platform fees you paid us in the three months before the problem.
We are not responsible for losses caused by Meta's decisions, by messages you sent, by people who did not consent, or by anything outside our control.
Nothing here limits any liability that cannot be limited under Indian law.
11. Your data
Handled as described in our Privacy Policy. Your contacts and messages remain yours.
12. Changes to these terms
We may update these terms. For anything that affects your money or your rights, we will tell you by email before it applies.
13. Law
These terms are governed by Indian law. Courts in Ahmedabad, Gujarat have jurisdiction.
14. Contact
[email protected] · +91 99135 37531
Neo Grow Marketing, Ahmedabad, Gujarat 382424, India