Terms and conditions

Last updated 2026-10-02

These terms govern your use of GroundedReply (groundedreply.com), a digital service paid for with prepaid credits, operated by NETBEARS TEAM SRL. They apply to consumers and to businesses. By creating an account or using the service you agree to them.

1. Description of the service

GroundedReply drafts client email replies citing the client's own QuickBooks/Xero ledger line and the firm's written procedure, for the firm to read, edit and send.

You can use the service in your browser or, with an API key, from your own software: a firm's own inbox or practice-management tool submits a client question with the procedure and ledger text, and polls for the cited draft reply.

Each kind of job is a unit of work, and each unit costs a fixed number of credits (see credits and units).

Results are delivered in your dashboard and via the API as: Drafted client email reply with inline citations to the ledger line and procedure sentence; Escalation holding reply for excluded topics (never a substantive answer); 'Not tax advice; read before sending' notice on every draft. Results are normally produced within minutes; turnaround depends on document size and model availability and there is no fixed delivery window (see how results are checked in our privacy policy).

2. Who these terms apply to

You may use the service as a consumer or as a business. Where a rule applies to only one of them, it says so.

If you use the service for your business, you confirm that you may accept these terms for that business. The statutory consumer rights in consumer protection and right of withdrawal are for consumers; the refund path in refunds applies to everyone.

If your content contains personal data about other people, our data processing agreement forms part of these terms and applies automatically to business customers, with no separate signature needed.

If you are a consumer, the mandatory consumer law of your country of residence applies whatever these terms say.

3. Account registration

You sign in with an email address and password (or a supported social sign-in, if enabled). You are responsible for keeping your credentials and any API keys you create confidential, and for activity on your account.

4. Acceptable use

• Use the service only for lawful purposes and only to process content you have the right to submit.
• Do not attempt to circumvent credit limits, rate limits, or API key restrictions.
• Do not use the service to process another person's confidential documents without authorization to do so.
• Do not attempt to extract, reverse-engineer, or resell access to the underlying models.

5. Intellectual property

You retain all rights to the documents and data you submit. We claim no ownership over your content or the results generated from it. The GroundedReply name, logo and website design belong to NETBEARS TEAM SRL.

6. Pricing and credits

Credits are sold in packs and never expire:

Pack	Credits	Price
Pack of 25	25	$25 USD
Pack of 100	100	$90 USD
Pack of 500	500	$400 USD
Pack of 2,000	2,000	$1,400 USD

Prices are in USD; applicable sales tax or VAT is calculated by Creem at checkout and shown before you pay. Submitting a job reserves the credits it costs; they are captured (permanently deducted) only when the job completes successfully.

Credits are returned to your balance automatically if a job fails. If the second-model review could not run, nothing is delivered, the credits are returned to your balance and marketplace jobs are not billed. Empty documents are ignored. If every document in a job is empty, nothing is processed and the credits are returned to your balance. You are never charged for a job you submit that produces no result files.

7. Credits and units

A credit is the prepaid unit you spend on jobs: each kind of job costs a fixed number of credits, and a credit costs between $1.00 (25-credit pack) and $0.70 (2,000-credit pack). Credits are not money, are not a deposit and pay no interest. You can only spend them on this service.

A unit is one kind of job. Each unit has a fixed price in credits:

Unit	What one unit covers	Credits
One drafted client email reply (ledger + procedure cited)	One client question, up to 5 files of 10 MB each. Still one unit if escalated or no draft passes the checks: you get the reasons and sources, or a fixed holding reply, not a draft.	3

8. Payment processor

Credit-pack purchases are processed by Creem, our merchant and seller of record. Creem's own terms of service govern the payment itself (card handling, tax calculation, invoicing); we govern the service the credits are redeemed for. See data sharing in our privacy policy for what Creem does with your billing data.

9. Refunds

The only money refund we offer is for a whole credit pack that has not been used at all, requested within 14 days of purchase. Once you start a job with a pack's credits, that pack is no longer refundable in money: the rest of it stays on your balance and never expires. Credits already spent on a job are not refunded. Credits that we return to your balance, as described above, are not refunds.

To ask for a refund, email hello@groundedreply.com and include your Creem order ID. We issue the refund through Creem, to your original payment method. If your request is not resolved within 7 days, you can escalate it to Creem through the Creem customer portal. The steps are on the returns and refunds page.

10. No warranty

The service is provided "as is" and "as available". To the extent permitted by law, NETBEARS TEAM SRL gives no express or implied warranties, including merchantability, fitness for a particular purpose, accuracy or completeness of results, or uninterrupted or error-free availability. You are responsible for checking results before you rely on them. If you are a consumer, you keep the statutory guarantee of conformity for digital services and any other rights that cannot be excluded. Nothing in this section limits rights you have under mandatory consumer law.

11. Limitation of liability

GroundedReply is software that processes the documents you submit and prepares results you must check before relying on them. A second, stronger AI model reviews every result, fixes what it can, and lists what is left for you to decide. Results are model output checked by code and by a second model; they are not verified by a person. It is a tool, not professional advice. To the maximum extent permitted by law, NETBEARS TEAM SRL is not liable for indirect, incidental or consequential damages arising from use of the service. Nothing in these terms excludes liability that cannot be excluded under mandatory law, including consumer protection law that applies to you.

12. Suspension and termination

We may suspend or terminate an account that breaches acceptable use above, with notice where practical. You may stop using the service, or delete your account (see below), at any time.

13. Account deletion

You can delete your account from the dashboard at any time. Deleting removes your sign-in identity, your jobs and your API keys at once, per the retention rules in our privacy policy.

If you have no credits left, nothing else is kept except the billing records the law requires. If you still have credits, we ask for your consent in the delete dialog before we delete the account. With your consent we keep only your email address and your remaining balance, so the credits are still there if you sign in again with the same email. Without that consent the account is not deleted while credits remain: use the credits, or ask for a refund if the pack is still inside the refund window (see refunds).

You can ask us at any time to erase the email address and balance we kept. The kept credits are then lost. This does not affect a refund of an unused pack within 14 days of purchase. To ask, email hello@groundedreply.com.

14. Links to third-party sites

The service may link to third-party sites (for example, Creem's checkout pages, or ANSPDCP (the Romanian National Supervisory Authority for Personal Data Processing)/ANPC (the Romanian National Authority for Consumer Protection)). We are not responsible for the content or practices of sites we do not operate.

15. Changes to the service

We may add, change or remove features as the product evolves. We will not remove your ability to download results you have already paid for during their retention period (see retention in our privacy policy).

16. Changes to the terms

We may update these terms from time to time. The date at the top of this page is when it was last updated; continued use after a change means you accept the update.

17. Governing law and jurisdiction

These terms are governed by the laws of Romania and, where applicable, European Union law. Any dispute not resolved informally, and not subject to the consumer options in consumer protection below, is subject to the exclusive jurisdiction of the courts of Romania.

18. Consumer protection

If you are a consumer under applicable law, mandatory consumer-protection rights in your country of residence apply regardless of this section. You may raise a complaint with ANPC (the Romanian National Authority for Consumer Protection) (https://anpc.ro/) or use ANPC's SAL (alternative dispute resolution) service (https://anpc.ro/ce-este-sal/).

19. Right of withdrawal

EU consumers ordinarily have 14 days from purchase to withdraw from an online purchase without giving a reason. Our own refund policy goes further, because it does not depend on that right: an unused credit pack can be refunded within 14 days of purchase (see returns and refunds). Because this is a digital service delivered as soon as a job is submitted, starting a job before the withdrawal period ends means giving up the withdrawal right for the credits it uses. We collect that as an explicit request and acknowledgement — a checkbox at checkout, separate from and in addition to simply submitting a job — before your first purchase can be used. Once you start a job with a pack's credits you give up the withdrawal right for that pack, and the rest of that pack is not refundable in money: it stays on your balance and never expires.

20. Contact details