Terms of Service

1.1 Defined terms.

"Relay", "we", "us" and "our" mean Relay, operated as a UK sole trader by the founder of the service (the contact details for which are set out at §16.4). If and when the business is incorporated as a company, this definition will be updated to name the company and its Companies House registration number, and these Terms will continue in force without re-acceptance.

"You", "your" and "User" mean the natural person who creates an account on the Service and on whose authority Relay places calls.

"Call Plan" means the structured set of inputs you create in the Service before authorising a call, comprising the target organisation, the destination phone number, the objective, the questions and information items you have approved for disclosure (the "Chips"), and the guardrails and stop conditions selected for the call.

"Call Run" means a single attempted outbound call placed by Relay on your authority pursuant to a Call Plan, regardless of whether the call connected, was answered, was refused, or was ended early.

"Recording" means the audio captured during a Call Run and the transcript and structured outcome derived from it.

"Tokens" means the prepaid units of account that govern your ability to start a Call Run. The token economics are described at §5.

"Acceptable Use Policy" or "AUP" means the document published at /acceptable-use, as updated from time to time in accordance with §15.

"Privacy Policy" means the document published at /privacy.

"Cookie Policy" means the document published at /cookies.

1.2 Construction.

References to a statute or statutory provision are references to that statute or provision as amended or re-enacted. The headings in these Terms are for convenience only and do not affect interpretation. The words "include", "includes" and "including" do not limit the generality of the words preceding them. References to writing or written include email.

2.1 Nature of the Service.

Relay is a consumer assistive service. It is not a telecommunications carrier, an emergency-services provider, a regulated financial-services provider, a healthcare provider, or a legal-advice provider. Relay does not issue telephone numbers and does not provide inbound calling. Relay's voice transport is provided by a third-party carrier (Telnyx) and its conversational AI is provided by a third-party model provider (OpenAI), each of which is identified in the Privacy Policy.

2.2 No emergency services.

You must not use Relay to contact emergency services, including any number that connects to a public-safety answering point (PSAP) in any jurisdiction (for example 999, 911, 112, 110, or equivalent). The destination-safety gate at the start of every Call Run is configured to refuse such numbers, but you remain solely responsible for any attempt to use the Service to reach emergency services and for any consequences of doing so. Use a working telephone for emergencies.

2.3 Beta status.

Until otherwise notified, the Service is in a friends-and-family beta. Features may change, be added, or be withdrawn without notice. Service availability is not guaranteed and there is no service-level commitment. See §9 (warranty disclaimer) and §10 (limitation of liability).

3.1 Eligibility.

You may use the Service only if you are at least 18 years old and have the legal capacity to enter into a binding contract under the laws of your country of residence. By creating an account you represent that you meet these requirements. Relay is not directed at and may not be used by children.

3.2 Account creation.

We create an account for you when you complete passwordless sign-in (an emailed magic link) using an email address that is on our active tester allowlist (where one is in force) or, in due course, that you are otherwise entitled to use. You may have only one account unless we have agreed otherwise in writing. You must keep your email address up to date and notify us at support@relaycall.app if you lose access to it.

3.3 Security of your account.

You are responsible for safeguarding access to your email account, your device, and any session cookie issued to you by the Service. You must not share your sign-in link, allow another person to use your account, or use the Service via an interface other than the one we publish. You must notify us promptly at security@relaycall.app (or, until that mailbox is provisioned, at support@relaycall.app) of any actual or suspected unauthorised access to your account.

3.4 Suspension and termination of access.

We may suspend or terminate your access to the Service at any time, with or without notice, if we reasonably believe you have breached these Terms or the AUP, if continued provision of the Service to you exposes Relay or any third party to material legal, regulatory, reputational or financial risk, or if a third-party provider on which the Service depends suspends or terminates the underlying service. See also §7 (Term and termination).

4.1 What you authorise.

By authorising a Call Run on the Plan screen, you authorise Relay to: (a) place a single outbound call to the destination number shown; (b) identify itself as an AI assistant acting on your behalf; (c) disclose only the items you have approved on the Plan; (d) pursue the objective you have approved; and (e) record the call for the purposes set out at §6.

4.2 Scope and expiry.

Your authorisation is scoped to a single Call Run and expires automatically when the Call Run ends (whether by completion, refusal, hang-up, or stop condition). It does not extend to follow-up calls, voicemails after the line ends, or any other call. A new Call Run requires a new authorisation.

4.3 Right to revoke.

You may revoke your authorisation at any time before the destination phone is answered by cancelling the Call Run in the Service. After the call has connected, you may instruct Relay to end the call via the in-app controls, in which case Relay will end the call as soon as it is operationally able to do so consistent with disclosing it is doing so to the other party.

4.4 Recording-consent jurisdictions.

Telephone-call recording is regulated differently across jurisdictions. In all-party-consent jurisdictions (which include, in the United States, California, Florida, Illinois, Maryland, Massachusetts, Montana, Nevada, New Hampshire, Pennsylvania and Washington, and in the European Union the position varies by Member State), it is unlawful to record a call without the consent of all participants. Relay's standard opening discloses both that it is an AI and that the call is recorded; you authorise that disclosure on your behalf. You are responsible for ensuring that initiating a recorded call to the destination is lawful in both your jurisdiction and the destination's jurisdiction, including obtaining any additional consents (for example, written consent for one-party-consent jurisdictions where workplace policy requires it).

4.5 Audit trail.

Each authorisation is recorded with a timestamp, the version of these Terms and of the AUP shown to you at the time, the granular check-box selections you confirmed, the Call Plan version, and the identity of the signed-in account. This record is retained as part of the Call Run for the period stated in the Privacy Policy and is available to you on request.

5.1 Tokens.

Use of the Service consumes Tokens. One Token represents a deliberately set Relay-internal unit of account; it does not correspond to a fixed quantity of call time. The number of Tokens required for a Call Run depends on the duration of the call and on factors set by Relay from time to time. We aim to set Token pricing such that the Relay price covers Relay's underlying third-party costs (telephony minutes and AI inference) with a margin sufficient to operate the Service. Token pricing is shown in-app and may be changed in accordance with §15.

5.2 Pre-call balance gate.

At the start of every Call Run, Relay computes a maximum permissible call duration from your current Token balance and the effective price per minute. The call is configured to end before your balance is exhausted. If your balance is insufficient to support a minimum viable call duration, the call will not be started. Relay does not extend credit and does not bill in arrears.

5.3 Friends-and-family phase.

During the friends-and-family beta, Relay may seed your account with a one-time grant of free Tokens. No payment is required during this phase. If you are reading these Terms during the beta, the billing mechanics in this section will apply only when paid billing is introduced; you will be given clear notice before any charge is made and an opportunity to top up or decline.

5.4 Refunds.

Tokens consumed on a completed Call Run are not refundable. If a Call Run fails for a reason wholly attributable to Relay (for example, a bug in the Service that prevents the call from connecting), we will credit the Tokens consumed back to your balance. We will not refund Tokens consumed on a Call Run that connected but produced an outcome you found unsatisfactory; the Service does not guarantee any particular outcome, and a refusal, an inability to obtain information, or an unsuccessful outcome is a valid result of the Service.

5.5 Taxes.

Token prices are stated inclusive of UK VAT where applicable. You are responsible for any tax, duty or levy imposed by another jurisdiction in connection with your use of the Service.

6.1 What we record.

Each Call Run is recorded in full audio (both directions). The audio is processed in near-real-time by an automated transcription pipeline to produce a written transcript. The transcript is then summarised into a structured outcome (objective progress, key facts learned, unresolved items, recommended next step) that is shown to you in the Service. Both the audio recording and the transcript are stored in your account.

6.2 Why we do it.

Recording is necessary for the Service to provide you with a verifiable account of what was said on the call (a primary user-visible outcome), to enable Relay to detect and respond to abuse, and to enable Relay to improve the Service. It also enables you and Relay to meet evidential and regulatory obligations if a dispute arises. See the Privacy Policy for the legal bases on which we process Recordings.

6.3 AI processing.

During the call, audio is processed by a third-party real-time AI service to generate Relay's responses; after the call, the transcript is processed by a third-party AI service to produce the structured outcome and to assess refusal-trigger compliance. The third-party providers we use are identified in the Privacy Policy. We do not authorise these providers to retain your Recordings or transcripts for model training beyond the period strictly necessary for service delivery and abuse prevention, except as required by their own published terms (which we will not silently override your privacy interests with).

6.4 Retention.

Recordings (audio) are retained for 30 days from the end of the Call Run, then deleted automatically. Transcripts and structured outcomes are retained as part of the Call Run record on your account until you delete the Call Run or the account. Retention specifics for other categories of data are set out in the Privacy Policy.

6.5 Your rights over Recordings.

You may listen to, download, and delete any Recording in your account at any time. Deletion is immediate and is propagated to backups within our standard backup-rotation window (currently 35 days). See the Privacy Policy for the GDPR rights that govern Recordings as personal data.

7.1 Term.

These Terms apply from the moment you accept them (whether by signing in or by clicking through the consent flow) and continue until terminated under this §7. The Terms also apply, for the avoidance of doubt, while you have an account on the Service whether or not you are actively using it.

7.2 Termination by you.

You may terminate these Terms at any time by deleting your account in the Service or by emailing support@relaycall.app and asking us to delete it. Termination is effective on completion of account deletion. Deleting your account permanently erases the account record, your Call Runs, your Recordings, and your transcripts within the period stated in the Privacy Policy, subject to legal-retention exceptions identified there.

7.3 Termination by us.

We may terminate these Terms and your access to the Service: (a) immediately if you commit a material breach of these Terms or of the AUP and the breach is not capable of being remedied; (b) on seven days' written notice if you commit a material breach that is capable of being remedied and you have failed to remedy it within that period; (c) immediately if the Service is discontinued, in whole or in part; or (d) on 30 days' written notice for any other reason, in our sole discretion.

7.4 Effect of termination.

On termination, your right to use the Service ceases. We will delete your data in accordance with the Privacy Policy. Provisions that by their nature are intended to survive termination (including §9, §10, §11, §13, §14, §16) will survive. Termination does not affect any rights or liabilities that accrued before termination.

8.1 Your equipment.

You are responsible for the device, browser, operating system, and network connection you use to access the Service. The Service requires a modern browser with cookies and JavaScript enabled. Performance, latency, and reliability depend on factors outside Relay's control, including your network connection.

8.2 Your content.

You retain all rights in the information you provide to the Service (the destination number, the objective, the Chips, the call context). You grant Relay a non-exclusive, royalty-free, worldwide licence to use that information for the sole purpose of operating and improving the Service, including making the call you have authorised, storing the Recording, and producing the structured outcome. We do not claim ownership of your content and we do not sell or rent it.

8.3 Your representations about content.

You represent and warrant that: (a) you are lawfully entitled to share with Relay the information you include in a Call Plan and to authorise Relay to disclose it on a call; (b) the destination number is one you are lawfully entitled to contact in pursuit of the objective; (c) the call is for a lawful purpose; (d) you are not on a sanctions list maintained by the United Nations, the United Kingdom, the European Union or the United States Treasury Department's Office of Foreign Assets Control (OFAC), and you are not located in a country subject to a comprehensive trade embargo; and (e) you accept legal responsibility for the call's content and outcome.

8.4 Acceptable use.

Your use of the Service is at all times subject to the Acceptable Use Policy at /acceptable-use, which is incorporated into these Terms by reference. A breach of the AUP is a material breach of these Terms. The AUP is the primary place where the limits on what you may use Relay to do (including the prohibitions on impersonation, harassment, deepfake voice cloning, election interference, calls to emergency services, and calls in breach of the laws of either the originating or destination jurisdiction) are enumerated.

9.1 No service warranty.

Subject to §9.2, the Service is provided on an "as is" and "as available" basis. To the maximum extent permitted by applicable law, Relay disclaims all warranties of any kind, whether express, implied, statutory or otherwise, including without limitation warranties of merchantability, fitness for a particular purpose, non-infringement, accuracy, reliability, uninterrupted availability, freedom from defects, and freedom from harmful components. Relay does not warrant that the Service will achieve any particular outcome on any call, that any information returned by the Service is accurate, that the AI agent will perform identically on every call, or that the Service will be uninterrupted, error-free, or free from data loss.

9.2 Consumer rights you retain.

Nothing in these Terms excludes or limits your statutory rights as a consumer that cannot lawfully be excluded or limited. In the United Kingdom, your rights under the Consumer Rights Act 2015 (including that services be provided with reasonable care and skill) are unaffected. In the European Economic Area, your rights under applicable consumer-protection law are unaffected. Where any provision of these Terms is held to be an unfair contract term, it will be read down or struck out only to the extent necessary, with the remainder of these Terms continuing in force.

9.3 No professional advice.

The Service does not provide legal, medical, financial, tax, regulatory, emergency-response or other professional advice. Any information returned by the Service is for your information only and must not be relied on as professional advice. Where the destination party offers what sounds like professional advice over the phone, you remain responsible for verifying it with a qualified professional before acting on it.

10.1 What we are not liable for.

To the maximum extent permitted by applicable law, Relay will not be liable for: any indirect, incidental, special, consequential, exemplary or punitive damages; any loss of profit, revenue, business, goodwill, contract, opportunity, anticipated savings, or data; any loss arising from the act, omission, content, or conduct of the destination party or any other third party on a call; any loss arising from a Recording being inaccurate or incomplete; any loss arising from a refusal, paused or unsuccessful outcome; any loss arising from a third-party service on which Relay depends being unavailable, degraded, or modified; or any loss arising from your use of the Service in breach of these Terms or the AUP.

10.2 Cap on aggregate liability.

Subject to §10.3, Relay's total aggregate liability to you in connection with the Service, however arising (in contract, tort, breach of statutory duty, or otherwise), is limited to the greater of (a) the total amount you paid Relay in the three (3) months immediately preceding the event giving rise to the liability and (b) one hundred pounds sterling (£100). For the friends-and-family beta, in which you may not have paid Relay anything, the cap is £100.

10.3 Liabilities that cannot be excluded.

Nothing in these Terms excludes or limits Relay's liability for: death or personal injury caused by Relay's negligence; fraud or fraudulent misrepresentation; any breach of an obligation that cannot lawfully be limited or excluded under applicable law; or any other liability that cannot lawfully be excluded or limited.

10.4 Allocation of risk.

You acknowledge that the limitations of liability in this §10 reflect a fair allocation of risk between you and Relay in light of the price you pay (or do not pay) for the Service and the inherent risks of an AI-assisted calling service in a beta phase. You agree that these limitations would not be commercially reasonable to remove and that the Service would not be offered to you on materially different terms.

13.1 Identification under EU AI Act Article 50.

Relay is an AI system that interacts with natural persons in a way that may not be obvious to them. In line with Article 50(1) of Regulation (EU) 2024/1689 (the EU AI Act), Relay discloses to the destination party at the start of every call that it is an AI assistant. You may not configure, instruct, or attempt to cause Relay to suppress that disclosure or to misrepresent its nature as an AI.

13.2 No impersonation of you.

Relay will not adopt your name, claim to be you, or otherwise impersonate you. Relay introduces itself as an AI calling on your behalf. You may not configure, instruct, or attempt to cause Relay to do otherwise. This is reflected in the system-side commitments at the "Relay will never" surface of the Service and is non-negotiable.

13.3 No voice cloning of a specific person.

Relay's voice is a generic synthetic voice. Relay does not clone the voice of any specific natural person, and you may not use the Service in any manner that attempts to do so. The AUP enumerates the prohibitions on synthetic-voice misuse, deepfake impersonation, biometric processing without consent, and election interference; you accept those prohibitions as a condition of using the Service.

13.4 No autonomous binding decisions.

Relay does not enter into binding contracts, authorise payments, accept service of legal process, give legal or medical advice, or otherwise commit you to anything on the call. Where the destination party invites such a commitment, Relay will refuse and, where appropriate, end the call. A "refused" outcome is a valid service result.

13.5 No automated decision-making with legal effect.

The Service does not make solely automated decisions about the destination party that produce legal effects concerning them or similarly significantly affect them. Where the destination party asks the agent for an automated decision (for example, "approve my refund now"), the agent will decline.

15.1 Changes to the Service.

We may modify, add to, or withdraw features of the Service at any time. Where a change materially reduces the Service's functionality for you, we will use reasonable efforts to give you advance notice and, where appropriate, a means of terminating these Terms without liability.

15.2 Changes to these Terms.

We may update these Terms from time to time. The current version is always published at /terms with a last-updated date. Where a change is material, we will notify signed-in users by email at the address associated with the account, at least 14 days before the change takes effect, and will surface the change in the Service. Your continued use of the Service after the change takes effect constitutes your acceptance of the updated Terms. If you do not accept a change, your remedy is to terminate these Terms under §7.2 before the change takes effect.

15.3 Changes to the AUP, Privacy Policy or Cookie Policy.

Changes to the documents incorporated at §11 take effect in the same way as changes to these Terms, save that minor clarifications that do not alter the substance of the obligations may take effect immediately on publication. Material changes will be notified in accordance with §15.2.

16.1 Governing law.

These Terms and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) are governed by, and construed in accordance with, the laws of England and Wales.

16.2 Jurisdiction.

Subject to §16.3, the courts of England and Wales have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms or their subject matter or formation. Nothing in this §16.2 prevents a consumer domiciled in another part of the United Kingdom or in another country in the European Economic Area from bringing proceedings in the courts of their habitual residence where the law of that residence so permits.

16.3 Time-bar on claims.

Any claim you wish to bring against Relay arising out of or in connection with these Terms or the Service must be commenced within one (1) year from the date on which the cause of action accrued, save that this time-bar does not apply to a claim that cannot lawfully be time-barred (including, in the United Kingdom, claims under the Consumer Rights Act 2015 to the extent that statutory time-limits apply instead).

16.4 Notices.

Notices to Relay under these Terms must be sent by email to support@relaycall.app (general) or to legal@relaycall.app (legal). Notices to you will be sent by email to the address associated with your account and are deemed received on the day of sending unless a delivery-failure notification is received. You are responsible for keeping your account email current.

16.5 Assignment.

You may not assign, transfer, sub-licence, or otherwise dispose of any of your rights or obligations under these Terms without Relay's prior written consent. Relay may assign or transfer its rights and obligations under these Terms to any person, including in connection with a sale of the business or a corporate reorganisation, without your consent; we will give you notice of any such assignment by email and via the Service.

16.6 Third-party rights.

These Terms do not create any rights enforceable by a third party under the Contracts (Rights of Third Parties) Act 1999, except that the founder of Relay (in their personal capacity) may enforce §12 (indemnity) as if they were a party to these Terms.

16.7 No partnership.

Nothing in these Terms creates a partnership, joint venture, agency, employment, or fiduciary relationship between you and Relay.

16.8 Severability.

If any provision of these Terms is held by a court of competent jurisdiction to be invalid, illegal, or unenforceable, that provision will be severed (or read down to the minimum extent necessary) and the remainder of these Terms will continue in full force and effect.

16.9 Waiver.

No failure or delay by Relay to exercise any right or remedy under these Terms will operate as a waiver of that right or remedy, nor will any single or partial exercise preclude any other or further exercise.

16.10 Survival.

The following provisions survive termination of these Terms: §1 (Interpretation), §6 (Recording, transcription and AI processing) as it relates to Recordings already in existence at termination, §9 (Warranties and disclaimers), §10 (Limitation of liability), §11 (Documents incorporated by reference) as it relates to the Privacy Policy, §12 (Indemnity), §14 (Force majeure), §16 (General), and any other provision which expressly or by implication is intended to survive.

16.11 Electronic signature.

By clicking a button labelled "I agree", "Authorize", "Accept" or words to similar effect in the Service, you provide your electronic signature to these Terms (or, where applicable, to a Call Run authorisation) with the same legal effect as a handwritten signature. You agree that the records of your electronic signatures, including the timestamp and the document version, are admissible evidence of your assent.

16.12 Entire agreement.

These Terms, together with the documents incorporated at §11, constitute the entire agreement between you and Relay relating to the Service and supersede any prior agreement, understanding, or representation, whether oral or written. You acknowledge that you have not relied on any statement, promise, or representation that is not set out in these Terms or those documents.

16.13 Country-specific provisions.

Where you use the Service from a country whose mandatory consumer-protection rules differ from those of England and Wales, those mandatory rules apply in addition to (and prevail over inconsistent provisions of) these Terms. As at the date last updated below, no country-specific addendum is in force for the Service.