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Terms of Service

Last updated: April 2026

1. Acceptance of Terms

By accessing or using NiceReply's website and Mteja Sauti platform (“Services”), you agree to be bound by these Terms of Service. If you are using the Services on behalf of an organization, you represent that you have authority to bind that organization.

2. Description of Services

NiceReply provides a customer experience platform (Mteja Sauti) that enables businesses to create, distribute, and analyze customer feedback surveys through multiple channels including SMS, USSD, WhatsApp, QR codes, web, email, in-app SDK, and kiosk.

3. Account Registration

  • You must provide accurate and complete registration information
  • You are responsible for maintaining the security of your account credentials
  • You must notify us immediately of any unauthorized access to your account
  • You must be at least 18 years old to use our Services

4. Subscription Plans & Billing

  • Paid plans are billed monthly or annually as selected
  • Payment is due at the beginning of each billing period
  • We accept M-Pesa, bank transfer, and credit card payments
  • SMS costs are billed separately at published per-message rates
  • You may upgrade or downgrade your plan at any time; changes take effect at the next billing cycle
  • Refunds are available within 14 days of initial purchase if you are unsatisfied

5. Free Trial

We offer a 14-day free trial on all plans. No credit card is required to start. At the end of the trial, your account will be downgraded to the free tier (1 survey, 50 responses/month) unless you subscribe to a paid plan.

6. Acceptable Use

You agree not to:

  • Use the Services for spam, phishing, or unsolicited messaging
  • Send surveys to recipients who have not consented to receive them
  • Collect sensitive personal data (health, financial, biometric) without appropriate consent and safeguards
  • Reverse-engineer, decompile, or attempt to extract source code from our platform
  • Use the Services for any unlawful purpose
  • Exceed your plan's usage limits through automated or abusive means

7. Data Ownership

  • Your Data: You own all survey content you create and all response data collected through your surveys
  • Our Platform: NiceReply retains ownership of the platform, software, branding, and proprietary technology
  • Aggregated Data: We may use anonymized, aggregated data for analytics, benchmarking, and product improvement

8. Service Availability

We target 99.9% uptime for Enterprise plans with SLA guarantees. We will make reasonable efforts to maintain service availability but do not guarantee uninterrupted access. Planned maintenance will be communicated in advance.

9. Limitation of Liability

To the maximum extent permitted by law, NiceReply's total liability for any claim arising from your use of the Services shall not exceed the amount you paid us in the 12 months preceding the claim. We are not liable for indirect, incidental, special, or consequential damages.

10. Termination

You may cancel your account at any time. We may suspend or terminate your account if you violate these Terms. Upon termination, your data will be available for export for 30 days, after which it will be deleted.

11. Governing Law

These Terms are governed by the laws of the United Republic of Tanzania. Any disputes shall be resolved through arbitration in Dar es Salaam, Tanzania.

12. Contact

Questions about these Terms? Contact us at hello@nicereply.co.tz.