BackReply

Terms of Service

Last Updated: January 2026

Legal Entity: Octopods Software Systems Limited (Ireland)

1. Agreement Overview

These Terms of Service ("Terms") govern your use of BackReply, a software-as-a-service integration platform operated by Octopods Software Systems Limited ("Octopods," "we," "us," or "our"), a company incorporated in the Republic of Ireland.

By creating an account or using BackReply, you ("Customer," "you," or "your") agree to these Terms. If you are using BackReply on behalf of an organization, you represent that you have authority to bind that organization to these Terms.

2. Service Description

BackReply is a cloud-based integration platform that connects Intercom and Slack. The Service enables you to:

  • Reply to Intercom conversations directly from Slack threads
  • Route Intercom conversations to designated Slack channels
  • Claim and manage conversation ownership
  • Perform Intercom actions (assign, close, add notes) from Slack

The Service requires active accounts with both Intercom and Slack. Your use of those platforms is governed by their respective terms of service.

3. Account Registration

To use BackReply, you must:

  • Provide accurate and complete registration information
  • Maintain the security of your account credentials
  • Promptly update your account information if it changes
  • Accept responsibility for all activity under your account

You must be at least 18 years old or the age of majority in your jurisdiction to create an account.

4. Platform Authorization

BackReply requires OAuth 2.0 authorization to access your Intercom and Slack accounts. By granting authorization, you:

  • Permit BackReply to access, retrieve, and process data from your connected platforms as necessary to provide the Service
  • Confirm you have authority to grant such access
  • Understand that revoking authorization will interrupt Service functionality

We access only the data necessary to provide the features you have configured. You may disconnect platform authorizations at any time through your BackReply dashboard.

5. Subscriptions and Payment

5.1 Subscription Plans

BackReply offers tiered subscription plans with varying features and user limits. Current pricing and plan details are available on our website.

5.2 Billing

  • Subscriptions are billed in advance on a monthly or annual basis
  • Payment is processed securely through Stripe
  • You authorize us to charge your payment method on file for all applicable fees
  • Annual subscriptions receive a discount as advertised

5.3 Auto-Renewal

Subscriptions automatically renew at the end of each billing period unless cancelled. You will be charged the then-current rate for your plan at renewal.

5.4 Cancellation

You may cancel your subscription at any time through your account settings. Upon cancellation:

  • Your access continues until the end of your current billing period
  • No prorated refunds are provided for unused time
  • Your data remains accessible until the end of your billing period

5.5 Refunds

Subscription fees are non-refundable except where required by applicable law or at our sole discretion.

5.6 Price Changes

We may change subscription pricing with 30 days' notice. Price changes take effect at your next renewal date.

6. Acceptable Use

You agree not to:

  • Use the Service for any unlawful purpose
  • Attempt to reverse engineer, decompile, or disassemble any part of the Service
  • Interfere with or disrupt the Service's infrastructure
  • Exceed any usage limits associated with your plan
  • Use the Service to transmit malicious code
  • Resell, sublicense, or provide the Service to third parties without authorization
  • Use automated means to access the Service except through our published APIs
  • Circumvent any access controls or usage limits

7. API Usage

If your plan includes API access:

  • API keys must be kept confidential and not shared
  • You are responsible for all activity conducted using your API keys
  • We may impose rate limits to ensure fair usage
  • We may revoke API access for misuse or excessive usage
  • API functionality and availability may change with notice

8. Data Handling

8.1 Your Data

You retain all rights to the data you process through BackReply. We access and process your data solely to provide the Service and as described in our Privacy Policy.

8.2 Data Processing

BackReply processes data from your connected Intercom and Slack accounts, including:

  • Conversation content, metadata, and attachments
  • Contact and company information
  • Message and thread data
  • User and admin information

We process this data according to your configuration settings and only as necessary to provide the features you enable.

8.3 Data Retention

  • Active account data is retained while your subscription is active
  • Following cancellation, we retain your configuration data for 30 days, after which it is deleted
  • Synchronization logs are retained for 90 days for troubleshooting purposes

8.4 Data Portability

You may export your configuration settings through the Service dashboard while your account is active.

9. Third-Party Dependencies

9.1 Platform Dependencies

BackReply relies on Intercom and Slack APIs to function. We are not responsible for:

  • Changes to Intercom or Slack APIs that affect Service functionality
  • Outages or performance issues on Intercom or Slack platforms
  • Terms of service violations between you and Intercom or Slack
  • Data handling practices of Intercom or Slack

9.2 Your Obligations

You are responsible for:

  • Maintaining valid subscriptions to Intercom and Slack as required to use their APIs
  • Complying with Intercom's and Slack's terms of service
  • Ensuring your use of synchronized data complies with applicable laws

10. Intellectual Property

10.1 Our Property

BackReply, including its software, design, documentation, and branding, is owned by Octopods Software Systems Limited. These Terms grant you a limited, non-exclusive, non-transferable license to use the Service for your internal business purposes during your subscription term.

10.2 Feedback

If you provide suggestions or feedback about the Service, we may use it without obligation or compensation to you.

11. Confidentiality

We will maintain the confidentiality of your data and will not disclose it except:

  • As necessary to provide the Service
  • With your consent
  • As required by law
  • To our service providers bound by confidentiality obligations

12. Service Availability

12.1 Uptime

We strive to maintain high availability but do not guarantee uninterrupted service. Planned maintenance will be communicated in advance when practicable.

12.2 Modifications

We may modify, update, or discontinue features of the Service. For material changes that negatively affect your use, we will provide reasonable notice.

13. Disclaimer of Warranties

The Service is provided "as is" and "as available." To the maximum extent permitted by law, we disclaim all warranties, express or implied, including warranties of merchantability, fitness for a particular purpose, and non-infringement.

We do not warrant that:

  • The Service will meet your specific requirements
  • The Service will be uninterrupted, timely, secure, or error-free
  • Data synchronization will be complete or accurate in all circumstances
  • Defects will be corrected

14. Limitation of Liability

To the maximum extent permitted by law, Octopods Software Systems Limited shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits, revenue, data, or business opportunities, arising from your use of the Service.

Our total liability for any claims arising from these Terms or your use of the Service shall not exceed the fees you paid to us in the twelve (12) months preceding the claim.

These limitations apply regardless of the theory of liability and even if we have been advised of the possibility of such damages.

15. Indemnification

You agree to indemnify and hold harmless Octopods Software Systems Limited and its officers, directors, employees, and agents from any claims, damages, or expenses (including reasonable legal fees) arising from:

  • Your use of the Service
  • Your violation of these Terms
  • Your violation of any third-party rights
  • Data you process through the Service

16. Term and Termination

16.1 Term

These Terms remain in effect while you have an active BackReply account.

16.2 Termination by You

You may terminate by cancelling your subscription and closing your account.

16.3 Termination by Us

We may suspend or terminate your access immediately if you:

  • Violate these Terms
  • Fail to pay fees when due
  • Engage in activity that harms the Service or other users

16.4 Effect of Termination

Upon termination:

  • Your license to use the Service ends
  • You remain liable for any outstanding fees
  • Provisions that by nature should survive will continue (including Sections 10, 13, 14, 15, and 18)

17. Changes to Terms

We may update these Terms from time to time. We will notify you of material changes via email or through the Service at least 30 days before they take effect. Your continued use of the Service after changes take effect constitutes acceptance of the updated Terms.

18. Governing Law and Disputes

These Terms are governed by the laws of the Republic of Ireland, without regard to conflict of law principles. Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts of Ireland.

19. General Provisions

Entire Agreement: These Terms, together with our Privacy Policy, constitute the entire agreement between you and Octopods regarding the Service.

Severability: If any provision is found unenforceable, the remaining provisions continue in effect.

No Waiver: Our failure to enforce any provision does not waive our right to do so later.

Assignment: You may not assign these Terms without our consent. We may assign these Terms in connection with a merger, acquisition, or sale of assets.

Notices: We will send notices to the email address associated with your account. You should send notices to team@backreply.com.

20. Contact Information

Octopods Software Systems Limited
Republic of Ireland

For questions about these Terms:
Email: team@backreply.com

By using BackReply, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service.