Operated by Clouders Tech · CR: 40879 · TRN: 765-919-311

Reply24 — Privacy Policy

Effective Date: 30 August 2026

1. Introduction

This Privacy Policy explains how Clouders Tech · CR: 40879 · TRN: 765-919-311 ("Company," "we," "us") collects, uses, discloses, and protects information in connection with the Reply24 platform (the "Platform" or "Service"), an AI-powered, multi-channel customer engagement and conversation automation platform. This Policy applies to Subscribers who register for the Service, to individuals who interact with a Subscriber's business through Connected Channels, and to visitors of our website.

By using the Platform, you acknowledge that you have read and understood this Policy. If you do not agree with this Policy, please discontinue use of the Platform.

2. Definitions

  • "Subscriber": The business or individual that registers for and administers a Reply24 account.
  • "End Customer": An individual who messages, comments on, or otherwise contacts a Subscriber through a Connected Channel (such as WhatsApp, Instagram, Messenger, TikTok, email, or voice call).
  • "Connected Channels": Communication and social media channels linked to the Platform by the Subscriber.
  • "Third-Party Integrations": External platforms integrated with the Service, including Meta Platforms, Inc. (WhatsApp, Instagram, Messenger, Facebook), TikTok, CRM providers (such as HubSpot and Salesforce), e-commerce providers (such as Shopify), calendar providers, and payment gateways.
  • "Personal Data": Any information relating to an identified or identifiable natural person.

3. Information We Collect

3.1 Information Provided by the Subscriber

  • Account and registration data: name, email address, phone number, business name, and billing details.
  • Knowledge Base content: documents, files, URLs, FAQs, and instructions uploaded by the Subscriber to configure the AI Agent.
  • Team member data: names, email addresses, and role/permission assignments for staff added to the account.

3.2 Information Collected from End Customers

When an End Customer interacts with a Subscriber's business through a Connected Channel, Reply24 processes on the Subscriber's behalf:

  • Conversation content: messages, comments, attachments, and call transcripts exchanged through Connected Channels.
  • Contact details voluntarily shared in conversation, such as name, phone number, email address, or delivery address.
  • Interaction metadata: timestamps, channel type, message status, and AI Agent responses.

3.3 Automatically Collected Data

  • Usage data: dashboard activity logs, feature usage, and access records.
  • Device and technical data: IP address, browser type, and device identifiers, collected when accessing the Platform's website or dashboard.
  • Cookies and similar technologies, as described in Section 9 below.

4. How We Use Information

We use the information described above to:

  • Provide, operate, and maintain the Service, including the unified inbox, AI Agents, scheduling, and analytics features.
  • Train and configure the AI Agent to respond on behalf of the Subscriber's own account, using the Subscriber's Knowledge Base and conversation history.
  • Process payments and manage billing.
  • Communicate with Subscribers regarding their account, service updates, or support requests.
  • Monitor, secure, and improve the performance and reliability of the Platform.
  • Comply with applicable legal and regulatory obligations.
  • Detect, investigate, and prevent fraud, abuse, or violations of these terms.

Reply24 does not use Subscriber or End Customer conversation content to train AI models for the benefit of other Subscribers, and does not sell Personal Data to third parties.

5. Legal Basis for Processing

Where applicable, we process Personal Data on the following legal bases:

  • Performance of a contract with the Subscriber to deliver the Service.
  • Compliance with a legal obligation, such as those under the Egyptian Personal Data Protection Law No. 151 of 2020.
  • Legitimate interests, such as securing the Platform and preventing fraud, provided these interests are not overridden by the rights of the data subject.
  • Consent, where required, such as for certain marketing communications.

6. AI Agent and Knowledge Base Data

The Subscriber is the controller of the Knowledge Base content and End Customer conversation data processed within their account. Reply24 acts as a data processor with respect to this data, processing it solely to deliver the Service in accordance with the Subscriber's instructions. The Subscriber is responsible for ensuring it has a lawful basis to collect and share End Customer data with Reply24, including obtaining any consents required under applicable law.

7. Data Sharing and Third-Party Integrations

We may share information with:

  • Third-Party Integrations connected by the Subscriber, such as Meta Platforms, TikTok, CRM, e-commerce, and calendar providers, solely to enable the functionality the Subscriber has configured.
  • Payment processors, to complete billing transactions securely; the Company does not store full payment card details.
  • Service providers and subprocessors who support our infrastructure (such as cloud hosting), under confidentiality and data protection obligations.
  • Legal and regulatory authorities, where required by applicable law or to protect the rights, property, or safety of Reply24, its Subscribers, or others.

We do not sell Personal Data or share it with third parties for their own independent marketing purposes.

8. Data Storage, Security, and International Transfers

  • Data is stored on secure, access-controlled cloud infrastructure, with encryption in transit and at rest where applicable.
  • Access to Subscriber and End Customer data is restricted to authorized personnel on a need-to-know basis.
  • Where data is transferred outside Egypt (for example, to cloud infrastructure providers or Third-Party Integrations located abroad), we take reasonable steps to ensure an adequate level of protection consistent with applicable law.

9. Cookies and Tracking Technologies

Our website and dashboard use cookies and similar technologies to enable core functionality, remember preferences, and understand usage patterns. You can control cookie preferences through your browser settings; disabling certain cookies may affect the functionality of the Platform.

10. Data Retention

  • Account and Knowledge Base data is retained for the duration of the Subscriber's active subscription and for a reasonable period thereafter to comply with legal, accounting, or dispute-resolution requirements.
  • Conversation data is retained in accordance with the Subscriber's configured retention settings, where available, or for the duration of the subscription.
  • Data may be retained longer where required by applicable law or to resolve disputes.

11. Your Rights

Subject to applicable law, including the Egyptian Personal Data Protection Law No. 151 of 2020, individuals may have the right to:

  • Access the Personal Data we hold about them.
  • Request correction of inaccurate or incomplete data.
  • Request deletion of their data, subject to legal retention requirements.
  • Object to or restrict certain processing activities.
  • Withdraw consent, where processing is based on consent.

End Customers wishing to exercise these rights in respect of conversations with a specific business should contact that Subscriber directly, as the Subscriber controls the underlying data. Subscribers may contact us using the details in Section 14 below.

12. Children's Privacy

The Platform is intended for use by businesses and their authorized representatives. It is not directed at children, and we do not knowingly collect Personal Data from individuals under the age of 18 for the purpose of creating a Subscriber account.

13. Changes to This Policy

We may update this Privacy Policy from time to time. Material changes will be communicated to Subscribers via their registered email address at least 14 days before the changes take effect. Continued use of the Service after the effective date constitutes acceptance of the updated Policy.

14. Contact Us

For questions or requests regarding this Privacy Policy or your Personal Data, please contact us via:

  • Email: available on the "Contact Us" page of the official website.
  • Contact form: Start your free trial
  • Live Chat support available within your dashboard.

15. TikTok API Data Disclosure

15.1 Data Collected via the TikTok API

When a Subscriber connects a TikTok account to Reply24, we access the following data via the TikTok for Developers API, limited to the user.info.basic scope:

  • open_id — a unique, app-specific identifier for the TikTok account.
  • union_id — a cross-app identifier used to link the TikTok identity across Clouders Tech products.
  • display_name — the TikTok display name, shown inside the Reply24 dashboard to identify the connected account.
  • avatar_url — the TikTok profile picture URL, displayed in the dashboard for account identification.

We do not collect or store TikTok private messages or direct messages, videos, likes, comments, or follower/following lists, TikTok passwords or payment information, or any data beyond what is listed above.

15.2 Purpose and Sharing of TikTok Data

TikTok account data is used solely to authenticate and verify the TikTok account during the OAuth connection flow, to display the connected TikTok account identity within the Reply24 dashboard, and to maintain the active session linking the TikTok account to Reply24. We do not sell, rent, or share TikTok data with any third party; it is used exclusively within the Reply24 platform for the purposes stated above.

15.3 Disconnecting TikTok and Data Deletion

A Subscriber may disconnect their TikTok account from Reply24 at any time via the Providers/Integrations section of the dashboard. Upon disconnection, all TikTok OAuth tokens and cached profile data are permanently deleted within 30 days.

16. Google Workspace API Data Disclosure

16.1 Limited Use

Reply24's use and transfer of information received from Google APIs to any other app will adhere to the Google API Services User Data Policy, including the Limited Use requirements. The use of raw or derived user data received from Workspace APIs will adhere to the Google User Data Policy, including the Limited Use requirements.

16.2 Data Accessed via Google APIs

When a Subscriber connects a Google account to Reply24, we request only the scopes required for the features the Subscriber has enabled — currently a single scope, https://www.googleapis.com/auth/calendar.events, used to create, update, and cancel booking events on the Subscriber's own Google Calendar. This access is write-only in practice: Reply24 writes booking events to the Subscriber's calendar and does not read, list, or store the Subscriber's existing calendar events. Booking availability is calculated solely from data held in Reply24. We do not request access to Gmail, Drive, Contacts, or any other Workspace data.

No data obtained from Google APIs is sent to any artificial-intelligence or machine-learning service, whether first-party or third-party. We do not use Google user data for advertising, we do not sell or transfer it to third parties, and we do not use it to train generalized artificial intelligence or machine-learning models. Human access to Google user data occurs only with the Subscriber's explicit consent, for security or abuse investigations, to comply with applicable law, or where the data has been aggregated and anonymized.

16.3 Disconnecting Google and Data Deletion

A Subscriber may disconnect their Google account from Reply24 at any time via the Providers/Integrations section of the dashboard, or by revoking access at https://myaccount.google.com/permissions. Upon disconnection, all Google OAuth tokens and cached calendar data are permanently deleted within 30 days.

17. YouTube API Services Data Disclosure

Reply24 uses YouTube API Services. When a Subscriber connects a YouTube channel, Reply24 accesses the channel identifier and display name; OAuth access and refresh tokens; identifiers and metadata for videos uploaded through Reply24; and comment text, author display information, timestamps, and replies on those videos. Reply24 does not request or store the Subscriber's Google or YouTube password.

This data is used only to connect the selected channel, upload videos at the Subscriber's direction, retrieve comments, display social interactions in Reply24, and post replies configured or initiated by the Subscriber. Comment text and relevant business context may be sent to our contracted AI service provider solely to generate the requested customer-facing reply. We do not sell YouTube API Data, use it for advertising, or use it to train generalized AI or machine-learning models.

OAuth credentials are stored securely while the integration remains connected. The Subscriber can disconnect YouTube from Providers/Integrations or request deletion through our support channels. On disconnect, Reply24 deletes the stored YouTube OAuth credentials, cached channel profile, comments, and replies associated with the connected channel. A deletion request will be completed as soon as possible and no later than 7 calendar days. Deleting data held by Reply24 does not delete data held by YouTube; YouTube content must be deleted through YouTube or another authorized client.

Use of the integration is subject to the YouTube Terms of Service. Learn how Google handles data in the Google Privacy Policy. Subscribers can review or revoke Reply24's access from their Google security permissions.

By using the Reply24 platform, you confirm that you have read, understood, and fully agree to this Privacy Policy.

Clouders Tech © 2026 · CR: 40879 · TRN: 765-919-311