Your assistant: terms and privacy

Effective: October 30, 2026

Français

Terms of use

By discussing with the assistant after these terms have been made available to you, you accept these terms of use. You can contact the establishment directly if you prefer not to use the assistant.

You are interacting with a virtual assistant using artificial intelligence (AI), provided by REPPLY SAS for the establishment you contacted. These terms concern guests using web chat, WhatsApp or Instagram; they do not replace the establishment’s booking, cancellation or sales conditions.

The assistant answers questions, helps with reservations and forwards requests according to the establishment’s configuration. AI responses can be inaccurate or incomplete. Check important information with the establishment, particularly prices, availability and allergens. A request is not a confirmed reservation: rely on an explicit confirmation from the establishment or its booking system.

You can contact the establishment directly using the details on its website or its WhatsApp Business or Instagram profile. The assistant is not an emergency service. Do not send payment card details, identity documents, passwords or unnecessary personal information about yourself or others. For allergies or other health information, contact the establishment directly through a suitable channel.

Use the service lawfully and respectfully. Access may be interrupted for maintenance, security or abuse prevention. Nothing in these terms excludes mandatory consumer rights or liability that cannot legally be excluded.

Your personal data

Who is responsible?

The legal entity operating the establishment you contact is responsible for handling your enquiries, reservations and customer relationship. Its identity is available in its website’s legal notice or directly from the establishment. Repply processes these exchanges on its behalf. If several establishments belong to one group, the operator of the establishment concerned remains your contact for its processing.

REPPLY SAS, SIREN 100 892 322, 9 rue des Colonnes, 75002 Paris, France, is responsible for processing it determines for its own purposes, including improving Repply across customers and protecting its service. AI providers may act as separate controllers when they use shared data to train their own models.

What data and why?

• Your messages and replies, any voice notes, images or attachments you send, their transcriptions or analysis, timestamps, channel identifiers and contact details supplied through the channel or conversation.
• Information from your exchanges and the establishment’s tools, used to handle your requests and follow up your relationship with the establishment.
• Technical and security information, including IP addresses, diagnostic logs and usage events.

The establishment uses necessary information to answer enquiries and manage requests and reservations. Requested booking steps can rely on performance of a contract or steps taken at your request before entering a contract. Other customer-service processing may rely on the establishment’s legitimate interest in answering and following up enquiries, subject to the applicable assessment. Security and abuse prevention rely on legitimate interests in protecting the service.

Only provide information needed for your request. Without required booking details, the establishment may be unable to complete it. Starting a chat does not subscribe you to promotional messages.

Improving the service and AI models

Conversations are analysed to assess response quality and improve the assistant. Repply also derives anonymised learnings from conversations to improve its service. These purposes are distinct from answering your current request.

Conversation content and associated information are also shared with AI providers, which may use them to train and improve their models. This sharing is distinct from the improvements described above and is not limited to anonymous statistics.

These improvements rely on our legitimate interest in improving the service and underlying models, to the extent necessary and proportionate and with respect for your rights. Where consent is necessary, we ask you for it separately before the relevant use. You can object to this processing by contacting us using the details below.

Recipients and transfers

Recipients include authorised establishment staff, Repply and its service providers for hosting and security, database services, analytics, diagnostics and AI processing. Our Privacy Policy names our main processors. Relevant requests may be sent to the establishment’s booking providers. WhatsApp and Instagram also process data under their own terms and privacy policies.

Some providers process data outside the European Economic Area, including in the United States. Applicable safeguards include adequacy decisions where available, including the EU–US Data Privacy Framework for certified recipients, or Standard Contractual Clauses with any necessary supplementary measures. Contact Repply for information about the recipients and safeguards applicable to your data and how to obtain a copy.

Retention

Repply retains your conversation history with the establishment for 90 days from the last message in your most recent conversation. Each new message restarts this period for the entire history, including messages from earlier conversations, associated attachments and transcriptions.

Separately recorded reservations and customer-contact information have their own retention periods: contact information is kept for the relationship with the establishment and no longer than three years after your last self-initiated exchange, unless a shorter period applies. Booking records are governed by the establishment’s booking policy and applicable obligations. Operational logs are kept for up to 90 days, unless limited retention is necessary for a security incident or legal obligation.

This period applies to the history stored by Repply. It does not apply to copies in your WhatsApp or Instagram account, independent recipients’ systems or models already trained. Backups and any restricted legal archives follow their own deletion schedules. Contact us for the periods applicable to a particular recipient. Truly anonymised learnings that no longer identify anyone may be retained to improve the service.

Web storage and automated processing

The web service uses browser storage and audience measurement tools, described in our Privacy Policy. Where consent is necessary, you are asked for it separately.

Replies and some request-handling steps are automated. The assistant can make mistakes; contact the establishment to correct information or discuss an outcome. Where a decision has legal or similarly significant effects and is made solely by automated processing, applicable rights include safeguards such as human intervention and contesting the decision.

Your rights and contacts

Depending on the processing and its legal basis, you have rights of access, rectification, erasure, restriction, portability and objection. Where consent is used, you can withdraw it without affecting earlier lawful processing. For legitimate-interest processing, you may object for reasons relating to your situation. You can object to direct marketing at any time without having to give a reason.

Contact the establishment for its processing, or Repply at contact+end_user_terms@repp.ly for Repply’s processing, including improvement and provider-training objections. If you are unsure whom to contact, Repply can help identify the establishment and forward your request. Specify the establishment, channel and approximate dates; do not send an identity document unless necessary verification is requested. Requests normally receive a response within one month, with a reasoned extension where the GDPR permits it.

You may lodge a complaint with the CNIL or your competent supervisory authority. We will inform you of any material changes to our processing and ask for renewed consent before the new use where necessary.