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Privacy Policy

How Better Software Labs, LLC collects, uses, shares and protects personal information when you use Replier.

Last updated: November 6, 2026

Scope

This Privacy Policy explains how Better Software Labs, LLC, a Delaware limited liability company (“Better Software Labs”, “we”, “us” or “our”), collects, uses, discloses and protects personal information in connection with Replier, including our website at usereplier.com, the Replier dashboard, our APIs and our AI connectors (together, the “Service”).

This policy applies to our customers and the members of their workspaces (“you”) and to visitors to our website. It also describes how we handle information about people who interact with our customers’ Instagram accounts and Facebook Pages (“End Users”), which we process on our customers’ behalf.

Information we collect

We collect the following categories of personal information:

  • Account information: your name, email address, password (stored only as a cryptographic hash), Google account identifier if you sign in with Google, two-step verification and passkey settings, and language and notification preferences.
  • Workspace information: workspace names, members, roles, invitations, channel access settings, and audit log entries that record changes made in a workspace.
  • Connected channel information: when you connect an Instagram professional account or a Facebook Page, the identifiers, name, username, profile picture, posts, stories and comments that Meta makes available under the permissions you grant, and the access tokens Meta issues to us. We never ask for or store your Instagram or Facebook password.
  • Content you create: automations, keywords, public replies, direct messages, links, images, message defaults, and the posts and media you schedule or publish through the Service.
  • Billing information: your plan, billing interval, invoices, tax details and transaction history. Payment card details are collected and stored by Stripe; we receive only limited information, such as the card brand and the last four digits.
  • Affiliate information: if you join our affiliate program, your affiliate code, referral and commission records, and the payout status reported by Stripe, which collects your payout details directly.
  • Usage and device information: sign-in sessions, including IP address, browser and device type, and the approximate city and country derived from the request; the pages and features you use; and error and performance data.
  • Communications: messages you send us through support chat or email, and the details you provide if you book a call with us.

Information we process for our customers

When a customer connects a channel to Replier, we process information about End Users who comment on, message or otherwise interact with that channel so that we can run the customer’s automations. This may include an End User’s Instagram or Facebook identifier, username, name and profile picture; the text of their comments and messages; whether they follow the account; email addresses they choose to submit in response to an automation; and the country and city from which they open a tracked link. We do not store IP addresses for link tracking.

We process this information on behalf of, and in accordance with the instructions of, the customer who connected the channel. That customer is responsible for having a lawful basis for the processing and for responding to End Users’ requests. If you are an End User and want to access or delete information that an account has collected through Replier, please contact that account directly. If you contact us instead, we will refer your request to the relevant customer and assist them as required by law.

How we use information

We use personal information to:

  • provide, operate and maintain the Service, including connecting channels, matching comments and messages against your automations, and sending the replies and messages you configure through Meta’s official APIs;
  • create and secure accounts, verify sign-ins and new devices, and detect and prevent fraud, abuse and unauthorized access;
  • process payments, manage subscriptions and trials, and calculate and pay affiliate commissions;
  • send service communications, such as verification codes, security alerts, billing notices, reconnection reminders and weekly summaries, and, where permitted by law, product updates and marketing emails, from which you may unsubscribe at any time;
  • provide customer support and respond to your requests;
  • analyze how the Service is used, diagnose errors, and improve and develop the Service;
  • measure the effectiveness of our advertising, with your consent; and
  • comply with legal obligations, enforce our Terms of Service, and protect the rights, safety and property of Better Software Labs, our customers and others.

Artificial intelligence

  • We do not use your content, connected channel data or End User data to train artificial intelligence models.
  • When you request keyword suggestions, only the keywords you entered are sent to Cloudflare Workers AI to generate suggestions. A suggestion is added to your automation only if you select it.
  • If you connect Replier to an AI assistant, such as ChatGPT or Claude, that assistant can access your workspace within the permissions you approve, and its provider handles that data under its own terms and privacy policy. You can revoke access at any time in Account > AI connections.

How we disclose information

We do not sell personal information. We disclose personal information only in the following circumstances:

  • To service providers that process it on our behalf, subject to contractual obligations of confidentiality and security, as listed in the next section.
  • To Meta, to operate your connected Instagram accounts and Facebook Pages through Meta’s APIs. Meta’s use of that information is governed by Meta’s own terms and policies.
  • To other members of your workspace, in accordance with their roles and channel access.
  • To AI assistants you choose to connect, within the permissions you approve.
  • To authorities or other parties where we believe in good faith that disclosure is required by law, regulation or legal process, or is necessary to protect the rights, safety or property of Better Software Labs, our customers or others.
  • To a successor or acquirer in connection with a merger, acquisition, financing or sale of all or part of our business, in which case the information remains subject to this Privacy Policy.

Service providers

We use the following service providers to operate the Service:

  • Cloudflare: application hosting, content delivery, file storage, email delivery, AI inference for keyword suggestions, and protection against attacks.
  • PlanetScale: database hosting on Amazon Web Services in the Tokyo, Japan region.
  • Stripe: payment processing, subscription billing, invoicing, tax calculation and affiliate payouts.
  • Resend: email delivery and management of our email contact lists.
  • Intercom: customer support chat.
  • Better Stack: error monitoring, logging and uptime monitoring.
  • PostHog: product analytics, including analysis of account and usage records, and, with your consent, session replays and heatmaps.
  • Google: sign-in with Google and, with your consent, Google Analytics and Google Ads conversion measurement.
  • Meta: with your consent, the Meta Pixel for advertising measurement.
  • Cal.com: scheduling, if you book a call with us. Cal.com collects the booking details you provide directly.

Cookies and similar technologies

We use cookies and similar technologies that are strictly necessary to keep you signed in, remember your preferences and keep the Service secure. These are always active.

With your consent, we also use cookies and similar technologies for product analytics (Google Analytics, PostHog and Better Stack, which may collect usage data, session replays, heatmaps, browser errors and performance metrics) and for advertising measurement (Google Ads and the Meta Pixel).

If you consent to advertising measurement, we store your Google Ads click identifier and send purchase amounts, currencies and transaction identifiers to Google Ads, including for the first automatic payment after a free trial. We do not send email addresses to Google Ads, and personalized advertising signals remain disabled.

You may change or withdraw your consent at any time in Cookie settings, which is linked in the footer of our website. If you withdraw consent while signed in, pending conversion uploads are also stopped.

Data retention

We retain personal information for as long as your account is active and as needed to provide the Service. Certain operational records are deleted automatically on shorter schedules; for example, unprocessed webhook events after 14 days, temporary uploads after 7 days, media for published posts 30 days after publication, and advertising attribution data after 90 days.

When you disconnect a channel, Replier stops running automations on it and stops receiving its updates, but keeps its settings and history so that you can reconnect it. When you delete your account or submit a verified deletion request, we delete or de-identify the related personal information within a reasonable period, except where we must retain limited records to comply with legal, tax or accounting obligations, resolve disputes, prevent fraud or abuse, or enforce our agreements. Residual copies in backups are removed as those backups expire.

Your rights and choices

Depending on where you live, you may have the right to access, correct or delete your personal information, to receive a copy of it, to object to or restrict certain processing, and to withdraw consent. Residents of certain US states, including California, may also have the right to know what personal information we collect and disclose, and to opt out of the sale or sharing of personal information. We do not sell personal information.

You can exercise many of these rights directly in the Service:

  • update your profile and preferences in Account settings;
  • export contacts and interactions as CSV files;
  • disconnect channels, or request deletion of a channel’s data on our Data Deletion page;
  • change your choices in Cookie settings and unsubscribe from marketing emails; and
  • delete your account in Account > Security.

For any other request, contact us at the address below. We will verify your identity and respond within the period required by applicable law. We will not discriminate against you for exercising your rights. You also have the right to lodge a complaint with your local data protection authority.

Security

We protect personal information with technical and organizational measures appropriate to the risk, including encryption in transit and at rest, encryption of Meta access tokens with keys held separately from the database, role-based access controls, two-step verification and audit logging. No method of transmission or storage is completely secure, and we cannot guarantee absolute security. Further details are available on our Security page.

International data transfers

Better Software Labs is based in the United States. Your information is stored in Japan and may be processed in the United States and other countries in which we or our service providers operate, whose data protection laws may differ from those of your country. Where required, we rely on appropriate safeguards for these transfers, such as the European Commission’s Standard Contractual Clauses included in our service providers’ data processing terms.

Children’s privacy

The Service is intended for users who are at least 18 years old and is not directed to children. We do not knowingly collect personal information from children for their own use of the Service. If you believe that a child has provided us with personal information, please contact us and we will delete it.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time. We will post the updated version on this page and revise the “Last updated” date above. If the changes are material, we will notify you by email or in the Service before they take effect.

Language

This Privacy Policy is written in English. Translations are provided for convenience only. If a translation conflicts with the English version, the English version prevails.