Terms of Service

Retily is operated by FORMATILY FZCO, Building A1, Dubai Digital Park, Dubai Silicon Oasis, Dubai, United Arab Emirates. Contact: support@retily.com.

1. Agreement to these terms

These Terms of Service (the “Terms”) are a binding agreement between FORMATILY FZCO (“Retily”, “we”, “us”) and the business creating an account (“you”, the “Customer”). By creating a workspace, accessing the service at app.retily.com, or using any part of the service, you accept these Terms. If you are accepting on behalf of a company, you represent that you have authority to bind that company.

Retily is for business use only. You may use it only as a business, or as a person acting for their trade, business or profession, and not as a consumer.

Whenever you use Retily to process personal data, our Data Processing Agreement at retily.com/dpa forms part of these Terms. You accept it when you accept these Terms. If these Terms and the Data Processing Agreement conflict on data protection, the Data Processing Agreement prevails.

If you do not agree to these Terms, you must not create an account or use the service.

2. The service

Retily is customer-support software. Depending on your plan, the service includes a shared inbox that unifies email, live website chat, and support tickets; a hosted chat widget and contact form you can embed on your website; a knowledge base; AI features that generate and assist with responses; file attachment handling; customer satisfaction ratings; team collaboration tools (tasks, channels, direct messages, reminders and mentions); analytics and reporting; SLA policies; roles and permissions; a mobile app experience; and an API.

We may improve, add, or change features over time. Where a change materially reduces the core functionality of your paid plan, we will tell you in advance.

3. Accounts, workspaces, and seats

Each workspace is a separate tenant. You control who joins your workspace, the roles they hold, and the permissions those roles grant. You are responsible for the actions of the users you invite and for keeping account credentials confidential. Tell us promptly at the contact below if you suspect unauthorized access.

Each plan includes the number of seats shown on retily.com/pricing. On the Growth and Pro plans you can add extra seats, billed on the same interval as the plan, monthly or yearly, at the per-seat price shown at purchase. An added seat is charged at once, prorated to the end of the current period; a seat you remove stops at the next renewal. Extra seats add no AI credits. A seat is for one named person; sharing one seat between several people is not permitted.

4. Subscriptions, billing, and taxes

The service is billed per workspace, as a monthly or yearly subscription, in US dollars, at the prices shown on retily.com/pricing and at checkout, plus any extra seats. Payments are processed by Stripe; we never see your full card details. By subscribing you authorize recurring charges to your payment method at the start of each billing period until you cancel.

The $1 first month. A monthly plan bought through checkout starts with 30 days for $1. The offer is available once per person and once per card, on that person's first workspace only. When the 30 days end, the plan renews automatically at its monthly price, and then every month, unless you cancel before. During the $1 month, the plan's AI credits are capped at its first-month credits: 500 on Starter, and 1,000 on Growth and Pro. The plan's full monthly credits start with its first full-price payment. If the card that paid the $1 had already been used for the offer by another account, that first month has no credits, and you may choose to start the plan at its full price at once.

Yearly plans are billed upfront for the whole year, have no $1 first month, and renew automatically each year at the yearly price unless you cancel.

Changes. An upgrade, or a switch from monthly to yearly, applies at once and is charged now, prorated for the rest of the period. A downgrade, or a switch from yearly to monthly, applies at the next renewal.

Top-ups. On any paid plan you can buy extra AI credits as one-off top-ups of 1,000 credits, at the price shown at purchase, or turn on automatic top-ups when your balance runs low, within a monthly limit you set. Credits are added once the payment succeeds.

Taxes. Prices exclude taxes. Where we are required to collect VAT, GST, sales tax or a similar tax, it is calculated by Stripe Tax and added to your invoice. A valid business tax ID applies the reverse charge where the law allows.

Failed payments. If a payment fails, Stripe retries it and emails you, and your workspace keeps its paid features meanwhile. If the last retry fails, the plan ends and the workspace moves to No plan: the dashboard keeps working, but the AI no longer answers your customers.

Refunds are described in our Refund policy at retily.com/refunds.

5. Promotions and price changes

Promotional pricing (such as the $1 first month) applies for the period stated when you subscribe and reverts to the standard price automatically afterwards. Promotions cannot be combined and have no cash value.

We may change standard prices with at least 30 days' notice. Changes take effect at your next billing period after the notice period ends; a price change is never retroactive for a period you have already paid.

6. Your content

“Customer Content” means the data your workspace processes through the service: support conversations and emails, chat transcripts, tickets, uploaded files and attachments, knowledge base articles, customer contact records, and anything your team writes inside the workspace.

Customer Content is yours. You grant Retily a limited, non-exclusive license to host, store, process, transmit, and display Customer Content solely to provide and secure the service, including generating AI responses on your behalf, delivering email you send through the service, and producing analytics for your workspace.

You are responsible for having the rights and lawful basis to submit Customer Content to the service, including any personal data of your own customers it contains, and for the content of your workspace's knowledge, which the AI answers from.

7. AI features

The service includes AI features: an AI agent that answers customer questions from your workspace's knowledge base, and writing assistance that drafts, improves, or expands replies for your team. To provide these features, relevant Customer Content (such as the conversation and knowledge base passages) is processed by third-party AI model providers under agreements that restrict them from using it for anything other than providing the service to us.

AI answers are generated automatically and can be wrong. The AI agent is designed to answer from your knowledge and to hand conversations to your team rather than guess, but you remain responsible for your knowledge content, for the communications your workspace sends, and for reviewing AI output where accuracy matters.

You must keep the visitors of your website informed that they are talking to an AI when they are. Retily's chat widget shows an “AI assistant” label whenever the AI is answering. You may rename the AI agent, but you must not hide that label or present the AI as a person.

8. Acceptable use

You must not use the service to send spam or unsolicited bulk email; distribute malware or other harmful code; infringe intellectual property or privacy rights; harass or abuse people; misrepresent your identity to your customers; attempt to gain unauthorized access to the service or other tenants' data; probe, overload, or disrupt the infrastructure; or violate applicable law, including export and sanctions rules.

We may suspend or limit a workspace that puts the service, other customers, or third parties at risk. Where practical, we will notify you and give you the chance to fix the problem first.

9. Third-party services

The service depends on third-party providers, including payment processing (Stripe), infrastructure hosting, email delivery, and AI model providers. Their availability affects the service, and their processing of data is governed by our agreements with them, as described in our Privacy Policy at retily.com/privacy and our Data Processing Agreement at retily.com/dpa. Where you connect your own third-party accounts (such as your email), you authorize us to access them as needed to provide the service.

10. Availability and support

We work to keep the service available and performant, but the service is provided without an uptime guarantee unless one is agreed in writing. Planned maintenance is announced where it may be disruptive. Support for the service is provided through the channels published on this site or inside the app.

11. Intellectual property and feedback

Retily and its licensors own the service, including its software, design, and branding. These Terms grant you a right to use the service during your subscription; they do not transfer any ownership in it. You may not copy, modify, resell, or create derivative works of the service, or reverse engineer it except where the law permits.

If you send us feedback or suggestions, we may use them without obligation to you.

12. Confidentiality

Each party may learn non-public information about the other through the service relationship. Each party will use the other's confidential information only as needed to perform under these Terms, will protect it with reasonable care, and will not disclose it except to those who need it and are bound by comparable obligations, or where disclosure is required by law.

13. Warranties and disclaimers

The service is provided “as is” and “as available”. To the maximum extent permitted by law, we disclaim all warranties, express or implied, including merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the service will be uninterrupted, error-free, or that AI output will be accurate or fit for any particular use.

14. Limitation of liability

To the maximum extent permitted by law, neither party is liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits, revenue, or data, even if advised of the possibility. To the same extent, Retily's total aggregate liability arising out of or relating to the service is limited to the amounts you paid for the service in the 12 months before the event giving rise to the claim.

These limits also apply to claims under the Data Processing Agreement, except where data protection law or the Standard Contractual Clauses do not allow such limits, including toward data subjects.

Nothing in these Terms excludes liability that cannot be excluded by law, such as liability for willful misconduct.

15. Indemnification

You will defend and indemnify Retily against third-party claims arising from Customer Content, your use of the service in breach of these Terms, or your violation of law, including reasonable legal fees. We will notify you promptly of any such claim and allow you to control the defense, provided our interests are reasonably protected.

16. Term, cancellation, and termination

These Terms apply for as long as you have a workspace. You may cancel your subscription at any time in Settings › Billing. Your plan keeps running to the end of the period you have paid for, then ends and does not renew; cancelling during the $1 first month means the full price is never charged. Fees already paid are not refunded, except as our Refund policy at retily.com/refunds provides or where the law requires.

We may terminate or suspend the agreement for material breach that remains uncured 14 days after notice, or immediately for serious violations of the acceptable use rules.

When your subscription ends, you can export Customer Content for 30 days. We then delete it as section 9 of the Data Processing Agreement sets out, unless the law requires us to act differently.

17. Changes to these terms

We may update these Terms as the service and the law evolve. For material changes we will give notice (by email or in the app) at least 30 days before they take effect. If you continue using the service after that date, the updated Terms apply. If you do not agree, you may cancel before they take effect.

18. Governing law and disputes

These Terms are governed by the laws of Morocco, excluding its conflict of law rules, and the courts of Morocco have exclusive jurisdiction over disputes arising from them, except where mandatory consumer law provides otherwise.

19. Contact

Questions about these Terms can be sent to support@retily.com.