Privacy Policy
Your data and your customers' data matter to us. This policy explains exactly what we collect, what we do with it, and what we will never do with it.
1. Who we are
Relay-App ("Relay", "we", "us") provides automated lead response services to HVAC and other home service businesses. This policy explains what personal data we handle, why, and your rights. It is written to meet the Law of Georgia on Personal Data Protection and applicable US federal and state privacy laws.
2. Two roles we play
Our own data. For information about people who visit our website or book a call with us, Relay decides how the data is used and is responsible for it.
Our Clients' data. For the leads and customers of the businesses we work for, our Client decides how that data is used. Relay only processes it on the Client's instructions to run the System. In Georgian law terms we act as the Client's processor, and in US state law terms as their service provider.
3. What we collect
From website visitors and people who book a call: name, business name, email address, phone number, what you tell us on the call, and basic technical data such as IP address, browser type and pages visited.
From Clients: account and billing details, and access to the systems you choose to connect, which may include business phone numbers, email accounts, calendars, dispatch software, ad accounts, web forms and Google Business messages.
From our Clients' leads and customers: name, phone number, email address, service address, the service they need, the messages they exchange with the System and appointment details.
4. Access to email accounts and phone numbers
If a Client connects an email account or phone number, the System can read incoming messages and send replies on that account or number. We use this access only to detect new leads, respond to them, qualify them and book appointments for the Client.
We will never: sell your data or your customers' data; use it to market Relay or anyone else to your customers; share it with your competitors; read or use messages for any purpose other than running your System; send messages to your customers that you have not set up or approved; or keep access to your accounts after our agreement ends. You can revoke our access at any time from the connected account.
5. How we use data
We use personal data to: run and improve the System for the Client it belongs to; respond to leads and book appointments; provide support; bill Clients; keep our services secure; and meet legal obligations. We rely on the performance of our contract with the Client, our legitimate interests in running a secure service, and, where required, consent.
6. Text messages
Messages sent by the System are sent on behalf of our Client. Anyone can stop receiving them by replying STOP. We honour opt out requests promptly and pass them to the Client. Clients are responsible for having the right to contact their leads.
7. AI processing
The System uses AI models provided by third parties to read and write messages. Data is sent to these providers only to generate responses for the Client it belongs to. We choose providers that do not use Client data to train their general models, where that option is available.
8. Who we share data with
We share data only with service providers who help us run the System, such as text messaging providers, AI model providers, hosting providers, email and calendar providers and payment processors, and with authorities where the law requires it. Each provider is bound to protect the data and use it only for the services they provide to us.
9. International transfers
Relay is based in Georgia and our Clients and their customers are mainly in the United States. Data may be stored and processed in the United States, Georgia and other countries where our providers operate. Where the law requires it, we use appropriate safeguards for these transfers.
10. How long we keep data
We keep Client and lead data for as long as our agreement with the Client lasts, and delete or return it within 30 days after it ends, unless the law requires us to keep it longer. Website and booking data is kept for up to 24 months.
11. Security
We use reasonable technical and organisational measures to protect personal data, including encrypted connections, restricted access and secure credential storage. No system is perfectly secure, and we will notify affected Clients and authorities of a data breach where the law requires it.
12. Your rights
Depending on where you live, you may have the right to access, correct, delete or receive a copy of your personal data, to object to or restrict its use, and to withdraw consent. California residents have rights under the CCPA, and residents of other US states may have similar rights. We do not sell or share personal data for cross context behavioural advertising.
If you are a customer of one of our Clients, please contact that business first. We will help them respond. To make a request to us directly, email privacy@relay-app.uk. You may also complain to the Personal Data Protection Service of Georgia.
13. Children
Our services are for businesses and are not directed at children under 16. We do not knowingly collect their data.
14. Changes and contact
We may update this policy. The date at the top shows the latest version, and we will tell Clients about material changes by email.
Contact: Relay-App, privacy@relay-app.uk.