Terms of Service

1. Who we are

These Terms of Service (the "Terms") are an agreement between Relay-App ("Relay", "we", "us") and the business that signs up for our services ("Client", "you"). By booking a call, signing an order form or using Relay, you agree to these Terms.

Relay provides services to businesses only. Our services are not offered to consumers for personal, family or household use.

2. Our services

Relay builds, connects and manages an automated lead response system for your business (the "System"). Depending on your plan, the System responds by text message to missed calls, website form submissions, Google ad leads and Google Business messages, qualifies the lead, and books appointments into your calendar or dispatch software.

The exact scope, fees and contract term for your account are set out in your order form or proposal (the "Order"). If the Order and these Terms conflict, the Order wins.

3. Your responsibilities

Accurate information. You will give us accurate information about your business, services, service area, pricing rules and availability, and keep it up to date.

Access. You will give us the access we reasonably need to build and run the System, including access to the phone numbers, email accounts, calendars, dispatch software, ad accounts and web forms you choose to connect.

Consent to contact leads. You are responsible for making sure you have the legal right and any required consent to contact the leads and customers the System messages on your behalf, including under the US Telephone Consumer Protection Act (TCPA), the CAN-SPAM Act and any applicable state law. You agree to tell us about any lead who asks not to be contacted.

Appointments. You will attend, or send a qualified technician to, every appointment the System books, unless it falls under an Excluded Appointment in section 5.

No interference. You will not switch off, edit, bypass or disconnect any part of the System, or divert leads away from it, without telling us in writing first.

4. Fees and payment

You agree to pay the setup fee and monthly management fee set out in your Order. The setup fee is due before we start the build. Monthly fees are billed in advance for each month of the contract term.

Fees are stated in US dollars and exclude any taxes, which you are responsible for. Late payments may lead to the System being paused until the account is brought up to date.

Except as set out in the Booked Appointments Guarantee in section 5, fees are non refundable.

5. Booked Appointments Guarantee

The promise. If the System books fewer than 4 Booked Appointments in your first 30 days after the Go Live Date, we will (a) refund $1,500 of your setup fee, and (b) waive your monthly management fee from that point until the System has booked a total of 8 Booked Appointments. You keep the System either way.

Go Live Date. The Go Live Date is the date we confirm to you in writing that the System is live and your lead sources are connected.

What counts as a Booked Appointment. A Booked Appointment is any appointment the System schedules into your calendar or dispatch software with a lead who contacted your business about a service you offer, inside your service area. An appointment counts as booked whether or not it turns into a paid job. Relay books the appointment. Closing the job is your responsibility.

Excluded Appointments. An appointment does not count toward the guarantee only if: (i) the customer cancels it themselves before the visit; (ii) the lead was spam, a duplicate, a supplier or a job seeker; or (iii) the requested service is one you told us in writing, before the Go Live Date, that you do not offer. You may not decline, cancel or reschedule a Booked Appointment for any other reason and remove it from the count. Appointments you cancel, reschedule, fail to attend or choose not to quote on still count as Booked Appointments.

Conditions. The guarantee applies only if, during the full 30 day period: (a) the System stays live and all of your connected lead sources stay routed to it; (b) your business receives at least 30 inbound inquiries across the connected lead sources; (c) you gave us all required access and approvals within 7 days of your Order; (d) you did not interfere with the System as described in section 3; and (e) your account is paid up to date.

Tracking. Relay tracks leads and Booked Appointments independently through the System. Our records are used to decide whether the guarantee applies. You may request a copy of the report for your account.

How to claim. You must request the guarantee in writing to support@relay-app.uk within 10 days after the end of the 30 day period. If the guarantee applies, we will send the $1,500 refund within 14 business days and apply the fee waiver to your next invoice.

Only remedy. The guarantee is your only remedy if the System does not reach 4 Booked Appointments in 30 days. It does not promise any level of revenue, jobs closed or profit.

6. Term and cancellation

Your contract term is set out in your Order. Either party may end the agreement early if the other seriously breaches these Terms and does not fix the breach within 14 days of written notice.

When the agreement ends, we will stop managing the System and hand over the build as set out in your Order. Fees already due remain payable.

7. Ownership

Once your setup fee is paid in full, the System built for your business, including its configured workflows and message content, belongs to you. Relay keeps ownership of its own general methods, templates, know how and any third party software, which you may use as part of the System under the relevant licences.

Your data and your customers' data remain yours at all times. See our Privacy Policy for how we handle it.

8. Third party services

The System relies on third party providers such as text messaging carriers, AI model providers, email and calendar providers and dispatch software. We are not responsible for outages, delivery failures, carrier filtering or changes made by those providers, and their own terms may also apply to you.

9. No earnings promise

Results depend on your lead volume, ad spend, market, season, pricing and how you handle appointments. Any figures on our website are illustrative. Apart from the Booked Appointments Guarantee, we do not promise any specific result.

10. Limitation of liability

To the fullest extent allowed by law, Relay is not liable for any indirect or consequential loss, including lost profits, lost jobs or lost data. Our total liability under these Terms in any 12 month period is limited to the fees you paid us in that period.

Nothing in these Terms limits liability that cannot be limited by law.

11. Indemnity

You agree to protect Relay against claims arising from your breach of these Terms, from messages sent to leads you did not have the right to contact, or from the services you provide to your customers.

12. Governing law and disputes

These Terms are governed by the laws of Georgia. Any dispute will first be discussed in good faith between the parties. If it cannot be resolved within 30 days, it will be decided by the courts of Georgia, unless the law of your location requires otherwise.

13. Changes and contact

We may update these Terms from time to time. We will tell existing Clients about material changes by email at least 14 days before they take effect.

Questions about these Terms: support@relay-app.uk.