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 software that answers inbound phone calls and text messages on your behalf using artificial intelligence, schedules appointments, sends follow-up messages, and stores related records in your Control Center. Features and limits depend on the plan you select.

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

• Plans are billed monthly in advance at the price displayed at checkout (currently $399, $799, or $1,499 per month depending on tier).
• Minimum commitment. All paid plans include an initial one-month commitment. You may not cancel your subscription until at least one full monthly billing cycle has been completed and paid. After that, you may cancel at any time from your Control Center.
• Fees are non-refundable except where required by law. Cancellations take effect at the end of the current billing period; you retain access until then.
• We may change pricing on renewal with at least 30 days' notice.
• Overage usage (calls, messages, numbers above plan limits) may be billed separately at the rates shown in your Control Center.

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), Lovable Cloud / 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.