Terms of Service

1. Acceptance of these Terms

By creating an account, clicking 'I agree', or using the Service, you agree to these Terms, our Privacy Policy, our Acceptable Use Policy, and our Messaging Policy. If you are using Relay on behalf of an organization, you represent that you are authorized to bind that organization, and 'you' refers to that organization.

2. The Service

Relay provides a suite of AI services that you may subscribe to individually:

• AI Receptionist — answers inbound calls and text messages, books appointments, captures leads, and sends follow-ups.
• Marketing & Advertising — creates, publishes, and autonomously optimizes ad campaigns and content across connected ad accounts.
• Website Development — design, build, hosting, and ongoing maintenance of your website.
• Lead Generation — lead sourcing, funnels, and automated outreach.

Features, usage allotments, and limits depend on the plan you select. Access is granted only to the services you have an active subscription (or an approved written arrangement) for.

3. Accounts and eligibility

• You must be at least 18 years old and able to enter into a binding contract.
• You are responsible for keeping your login credentials confidential and for all activity under your account.
• You must provide accurate, current information and keep it up to date.

4. Subscriptions, billing, and minimum term

• Each service is billed separately, monthly in advance, at the price displayed at checkout or in the written quote you accept. Custom plans are billed at the amounts stated in that quote.
• Payments are processed by Stripe. By subscribing you authorize recurring charges to your payment method until the subscription ends.
• Receptionist and Marketing plans may include a 7-day free trial where offered at checkout; your payment method is charged automatically when the trial ends unless you cancel first. Website Development and Lead Generation plans do not include a free trial.
• Plans include a fixed allotment of usage (for example voice minutes, SMS messages, and phone numbers). Usage beyond the included allotment is billed at the published overage rates shown in your Control Center.
• Website Development. There is no upfront build fee on the standard plan; the website is built and maintained for $200 per month (or the custom monthly amount in your quote). Custom plans may include a one-time build fee stated in the quote. While you subscribe, Relay owns and hosts the site and licenses its use to you. You may purchase full ownership at any time via a buyout equal to twelve (12) times your current monthly fee, after which the site files and domain are transferred to you.
• Advertising spend. Ad budgets are separate from subscription fees. Funds loaded into Relay Bank are used solely to pay ad platforms on your behalf and are non-refundable once spent.
• Minimum commitment. Paid plans include an initial one-month commitment. You may not cancel until at least one full monthly billing cycle has been completed and paid.
• How to cancel. Cancellations are handled by our team — request one from your Control Center or email billing@relaysystems.org. Cancellation takes effect at the end of the current billing period; you retain access until then.
• Fees are non-refundable except where required by law. We may change pricing on renewal with at least 30 days' notice.

5. Your content and data

You retain all rights to the data you or your customers submit to the Service ('Customer Data'), including call recordings, transcripts, messages, contact information, and appointment details. You grant Relay a limited, non-exclusive license to host, process, transmit, and display Customer Data solely to provide and improve the Service.

You are solely responsible for the lawfulness of Customer Data and for obtaining all consents required to record calls, send SMS or email, and process personal information about your customers.

6. Acceptable use

You agree to comply with our Acceptable Use Policy and our Messaging Policy. You will not use the Service to send spam, harass, defraud, impersonate, violate any law, or interfere with the Service's operation.

7. Third-party services

The Service integrates with the following sub-processors: Twilio (telephony / SMS), ElevenLabs (AI voice), Stripe (payments), Supabase (hosting, database, auth, storage), and Cloudflare (edge runtime and CDN). Your use of those services is also governed by their terms. We are not responsible for outages, errors, or actions of third-party providers. A current list is maintained in our Privacy Policy.

7a. Prohibited data — Health, financial, and other regulated information

You must not submit, transmit, or store any of the following through the Service unless you have a separate written agreement with Relay covering it:

• Protected Health Information ("PHI") as defined under HIPAA. Relay is not a HIPAA business associate and has not executed a Business Associate Agreement with you.
• Payment card data beyond what Stripe collects directly through its hosted checkout (we do not handle PAN data on your behalf).
• Government-issued identification numbers (SSN, passport, driver's license) outside the limited identity-verification fields the Service explicitly provides.
• Personal data of children under 13 (or under 16 in the EEA/UK).

You are solely responsible for compliance with HIPAA, GLBA, PCI-DSS, FERPA, COPPA, and any other regulatory regime that may apply to your data, and you indemnify Relay against claims arising from your submission of prohibited data.

8. Intellectual property

Relay and its licensors own all right, title, and interest in the Service, including software, designs, trademarks, and documentation. We grant you a non-exclusive, non-transferable, revocable right to access and use the Service during your subscription, subject to these Terms.

9. Confidentiality

Each party will protect the other's non-public information with at least the same care it uses to protect its own confidential information, and will not disclose it except to personnel and contractors with a need to know who are bound by confidentiality obligations.

10. Disclaimers

THE SERVICE IS PROVIDED 'AS IS' AND 'AS AVAILABLE' WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. Relay does not warrant that the Service will be uninterrupted, error-free, or that AI responses will be accurate, complete, or appropriate for any particular use.

11. Limitation of liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, RELAY WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR ANY LOSS OF PROFITS, REVENUE, DATA, OR BUSINESS OPPORTUNITY. RELAY'S TOTAL LIABILITY ARISING OUT OF OR RELATED TO THESE TERMS WILL NOT EXCEED THE AMOUNTS YOU PAID TO RELAY IN THE 12 MONTHS BEFORE THE CLAIM.

12. Indemnification

You will defend, indemnify, and hold harmless Relay from any third-party claim arising from your Customer Data, your use of the Service in violation of these Terms, or your violation of any law or third-party right.

13. Suspension and termination

We may suspend or terminate your access to the Service if you breach these Terms, fail to pay fees, or create risk for Relay or other users. Upon termination, your right to use the Service ends and we may delete Customer Data after a reasonable retention period.

You may terminate your account at any time from Dashboard → Settings → Privacy & Data ("Delete account"). Deletion is permanent and removes your profile, business records, appointments, leads, calls, and authentication record. Cancel any active Stripe subscription from the billing portal before deleting your account.

14. Changes to the Service or Terms

We may modify the Service or these Terms at any time. Material changes will be posted on this page and, where appropriate, notified by email. Continued use of the Service after changes take effect constitutes acceptance.

15. Governing law and disputes

These Terms are governed by the laws of the State of Delaware, USA, without regard to conflict-of-laws principles. The parties consent to the exclusive jurisdiction of the state and federal courts located in Delaware for any dispute that is not subject to arbitration. Where permitted, disputes will be resolved by binding individual arbitration; class actions are waived.

16. Contact

Questions about these Terms? Contact us at legal@relaysystems.org. Privacy questions: privacy@relaysystems.org. Security reports: security@relaysystems.org.