Terms of service

1. Agreement

These terms are a contract between you and [Company legal name] (“we”, “us”). By creating an account, installing Relay or using this website, you agree to them. If you use Relay for a company, you confirm you can bind that company, and “you” means the company. Our privacy policy explains how we handle personal data.

2. The service

Relay provides a support widget, inbox, help center, feedback board and related features (the “Service”), either hosted by us or as software you run yourself. We may improve, change or retire features. If we remove a material paid feature, we'll give you reasonable notice.

3. Your account

Keep your password and secrets confidential. You're responsible for activity under your account, and you must tell us promptly at [support@yourdomain.com] if you suspect unauthorized access. You must be at least 16 years old to use Relay.

4. Acceptable use

You agree not to:

• break the law, or infringe anyone's intellectual property or privacy rights;
• send spam, malware or phishing content, or harass anyone through the Service;
• probe, overload or bypass the security or rate limits of the Service;
• resell the hosted Service, or use it to build a competing product, without our written permission;
• collect sensitive data (such as payment card numbers or health records) through the widget unless the law allows it and you have the right safeguards in place.

5. Your content and your customers' data

You own the content you and your customers put into Relay. You give us permission to host, process and display it only to provide and secure the Service. You're responsible for having a lawful basis to collect your customers' data and for telling them how you use it. When we process personal data on your behalf, our data processing terms apply.

6. AI-generated answers

AI answers are generated automatically from your help-center content and may be wrong or incomplete. Review them, and don't rely on them for legal, medical, financial or other professional advice. You're responsible for the answers your bot gives your customers.

7. Plans, billing and renewals

Paid plans are billed in advance, monthly or yearly, and renew automatically until cancelled. Prices exclude taxes unless stated otherwise. We'll give you at least 30 days' notice of a price increase, which applies from your next renewal. If a payment fails, we may suspend paid features until it's resolved.

Payments are handled by Dodo Payments, which acts as the merchant of record for your subscription. It takes your payment, collects and remits sales tax and VAT, and issues your invoices, under its own terms. You can update your payment method, download invoices and cancel from the billing page in your account.

8. Cancellation and refunds

You can cancel at any time from the billing page in your account or by emailing [support@yourdomain.com]. Cancellation takes effect at the end of the current billing period, and you keep paid features until then. If you're not happy, ask for a full refund within [14] days of your first paid charge. Other payments are non-refundable except where the law requires otherwise. Consumers in the EU and UK keep their statutory withdrawal rights.

9. No free plan or trial

Relay is offered only on paid plans. There is no free plan and no free trial. The refund window in section 8 applies to your first paid charge.

10. Feedback

If you send us ideas or post on our feedback board, we may use them without any obligation to you. Don't post anything confidential there, as posts are public.

11. Intellectual property

We own Relay, including its software, design and trademarks. Relay is proprietary and provided only as a hosted service: these terms don't give you a license to its source code or a right to copy, modify or run the software yourself. Apart from the rights these terms give you, nothing transfers to you.

12. Third-party services

Relay integrates with services such as email providers and AI models. Their own terms apply to your use of them, and we aren't responsible for them.

13. Disclaimers

To the extent the law allows, the Service is provided “as is” and “as available”, without warranties of merchantability, fitness for a particular purpose or non-infringement. We don't promise it will be uninterrupted or error-free.

14. Limitation of liability

To the extent the law allows, neither party is liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue or data. Our total liability under these terms is limited to the amount you paid us in the 12 months before the claim, or US$100 if that's more. Nothing here limits liability that can't be limited by law, such as for fraud.

15. Indemnity

You'll defend and indemnify us against third-party claims arising from your content, your customers' data or your breach of these terms.

16. Suspension and termination

You can stop using Relay at any time. We may suspend or end your access if you materially breach these terms, if you don't pay, or to prevent harm to the Service or others. Where we reasonably can, we'll warn you first. After termination you have 30 days to export your data, after which we may delete it.

17. Governing law

These terms are governed by the laws of [State / country], and disputes go to the courts of [City, State / country], unless mandatory consumer law where you live says otherwise.

18. Changes to these terms

We may update these terms. For material changes we'll notify account owners at least 30 days ahead. Continuing to use Relay after a change takes effect means you accept it.

19. Contact

Questions about these terms: [support@yourdomain.com].