Legal
Terms of Service
Last updated: July 27, 2026
These Terms of Service ("Terms") govern your access to and use of the Relay platform, website, and related services (collectively, the "Service") provided by Relay ("we," "our," or "us"). The Service is an Intelligent Revenue Department: an intelligent operating system for customer acquisition and revenue operations, built for service businesses. By accessing or using the Service, you agree to be bound by these Terms.
1. The Service
Relay provides an intelligent operating system for customer acquisition and revenue operations, an Intelligent Revenue Department, designed for service businesses. The Service includes AI-driven lead engagement, call answering, lead qualification, appointment booking, follow-up automation, pipeline management, customer reactivation, and related revenue optimization capabilities.
The Service is provided on a subscription basis across three tiers: Relay Core™ ($299/mo, DIY), Relay Growth™ ($599/mo, Done With You), and Relay Concierge Black™ ($999/mo, Done For You). Specific features and capabilities depend on the subscription plan you select. We reserve the right to modify, update, or discontinue features with reasonable notice.
2. Revenue Launch™ Implementation
New Relay clients begin with our Revenue Launch™ implementation process, a one-time professional service ($995) that configures, integrates, and optimizes your Intelligent Revenue Department. This implementation is required and is separate from your ongoing monthly subscription. The scope and deliverables of Revenue Launch™ are outlined in your service agreement.
3. Account Registration
You must provide accurate, complete, and current information when creating your account. You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. You agree to notify us immediately of any unauthorized use.
4. Subscription and Payment
Subscription fees are billed monthly in advance unless otherwise specified. All fees are in U.S. dollars and are non-refundable except as required by law. We may change our fees with 30 days' notice. Your continued use after a fee change constitutes acceptance of the new pricing.
The Revenue Launch™ implementation fee is a one-time charge billed at the start of your engagement. This fee is non-refundable once implementation work has commenced.
Failed payments, suspension, and cancellation. If a scheduled payment cannot be collected, we follow the process below before suspending or cancelling your account. Payment processing is handled by Stripe, which begins automatic retries as soon as a payment is declined.
This process applies to any unpaid balance on your account, whether it results from a declined payment method, an expired or invalid card, or a failed bank transfer. If you have not provided a valid payment method when one is due, we will notify you that a payment method is required; the same suspension and cancellation timeline then applies from the date of that notice. Disputed or reversed charges are handled separately, under the dispute process described in your payment provider's terms and applicable card network rules.
| Day | What happens | What you receive |
|---|---|---|
| Day 0 | Your card is declined. Stripe begins its automatic retry process. | A professional email letting you know the payment didn't go through, with a secure link to add a new card or bank account. |
| Day 3 | The balance remains unpaid. | A brief reminder email. |
| Day 7 | The balance remains unpaid. | A final notice advising that services will be paused on Day 10 unless payment details are updated. |
| Day 10 | Services are paused. | Notice that your Relay service is paused, stating the exact cancellation date (Day 25) and including the payment-update link. |
| Day 25 | The account is cancelled: 15 days after the pause notice, where payment has not been restored. | A cancellation confirmation, together with a win-back offer waiving the reinstatement fee if you return within 60 days. Any balance still outstanding after cancellation may be referred to collections as described below. |
| Any day | You update your payment method and the charge succeeds. | Immediate restoration of service, together with a confirmation email. |
Suspension and cancellation under this process apply only to unpaid balances. Amounts already paid are non-refundable except as required by law. If you believe a payment was declined in error, contact us and we will work with you to resolve it.
If a balance remains unpaid after cancellation, we reserve the right to refer the account to a third-party collection agency or to pursue other lawful means of recovery. Where permitted by law, you may be responsible for reasonable costs of collection, including agency fees and reasonable attorneys' fees. We will make reasonable efforts to contact you before referring an account to collections.
Win-back offer. Accounts cancelled for non-payment may be reinstated within 60 days of cancellation. A reinstatement fee of $299 applies to cover the administrative cost of restoring and reconfiguring your account, regardless of service level. Any outstanding balance must also be paid in full before service is restored. The reinstatement fee is waived where the account is cancelled for non-payment and reinstated during the 60-day win-back window described above. Where a cancelled account is reinstated after 60 days, or is reinstated after cancellation for any reason other than non-payment, the reinstatement fee is charged. The reinstatement fee waiver may be used once per account. Any later reinstatement is subject to the reinstatement fee. The reinstatement fee is a one-time charge and does not alter your monthly subscription rate; your plan's monthly amounts remain as published. Reinstatement does not restore any prior pricing, promotional terms, or grandfathered rates, and your subscription resumes at our then-current published pricing.
5. Cancellation and Termination
You may cancel your subscription at any time. Cancellation takes effect at the end of your current billing period, and you will retain access to the Service until that date. No refunds are provided for partial billing periods.
We may suspend or terminate your access to the Service for violation of these Terms, non-payment, or if required by law. We will provide reasonable notice where practicable.
6. Acceptable Use
You agree not to:
- Use the Service for any unlawful purpose or in violation of any applicable laws or regulations
- Use the Service to send unsolicited communications (spam) or engage in deceptive practices
- Attempt to reverse engineer, decompile, or extract the source code of the Service
- Interfere with or disrupt the integrity or performance of the Service
- Use the Service to process or store data in violation of applicable privacy or data protection laws
- Resell, sublicense, or make the Service available to third parties except as expressly permitted
7. Intellectual Property
The Service, including all software, algorithms, designs, text, graphics, logos, and other content, is owned by Relay or our licensors and is protected by intellectual property laws. These Terms do not grant you any right, title, or interest in the Service except the limited right to use it as described.
You retain ownership of your business data. You grant us a limited license to use your data as necessary to provide the Service. We may use aggregated, anonymized data derived from the Service to improve our platform and develop new features.
8. Third-Party Integrations
The Service integrates with third-party platforms and services (such as CRM systems, phone systems, calendars, and lead sources). We are not responsible for the availability, accuracy, or functionality of these third-party services. Your use of any third-party service is subject to that provider's terms.
9. AI and Automation Disclosures
The Service uses artificial intelligence and automation to engage with leads, prospects, and customers on your behalf. You are responsible for:
- Ensuring compliance with applicable laws regarding AI-powered communications and call recording
- Configuring the Service to accurately represent your business, services, and pricing
- Reviewing and approving message templates and conversation flows used by the AI
10. Disclaimer of Warranties
THE SERVICE IS PROVIDED "AS IS" WITHOUT WARRANTY OF ANY KIND. RELAY DISCLAIMS ALL WARRANTIES, WHETHER EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, OR COMPLETELY SECURE.
11. No Earnings or Results Guarantee
Any figures, projections, examples, testimonials, case studies, revenue estimates, earnings calculators, or other dollar amounts shown on the Service or in our marketing materials are provided for illustration purposes only. They are not a promise or guarantee of the results you will achieve.
Actual results may vary and depend on a wide range of factors, including, without limitation, your industry, market conditions, your existing customer data, your offer and pricing, your team's responsiveness, the accuracy of the information you provide, and other prevailing circumstances beyond our control. We make no representation, warranty, or guarantee as to the amount of revenue, appointments, leads, or savings you will generate through the Service.
12. Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY LAW, RELAY SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOST PROFITS OR LOST REVENUE, ARISING OUT OF OR RELATED TO THESE TERMS OR THE USE OF THE SERVICE. OUR TOTAL LIABILITY SHALL NOT EXCEED THE AMOUNT YOU PAID US IN THE 12 MONTHS PRECEDING THE CLAIM.
13. Indemnification
You agree to indemnify and hold harmless Relay and its officers, directors, employees, and agents from any claims, damages, or expenses arising from your use of the Service, your violation of these Terms, or your violation of any third-party rights.
14. Governing Law
These Terms are governed by the laws of the State of Delaware, without regard to conflict of law principles. Any disputes arising under these Terms shall be resolved in the courts of Delaware.
15. Changes to These Terms
We may modify these Terms from time to time. We will notify you of material changes via email or through the Service. Your continued use after the effective date of changes constitutes acceptance of the updated Terms.
16. SMS/Text Messaging Terms
If you check the SMS consent box on our forms, you agree to receive SMS text messages from Relay related to your inquiry, including confirmations, appointment reminders, and payment links. Message frequency varies, up to approximately 5 messages per request. Message and data rates may apply. Reply STOP to opt out at any time, or HELP for assistance. Carriers are not liable for delayed or undelivered messages. Your mobile information and SMS consent are never shared with third parties or affiliates for marketing or promotional purposes; see our Privacy Policy for details.
For details on how Relay text messaging works (including how you opt in and what messages you'll receive), see our SMS Messaging Terms.