Legal
Terms of Service
These terms govern your use of Relay, an AI-assisted email service that reads, classifies, drafts and — where you enable it — sends replies in your business's customer support inbox. By connecting an inbox to Relay you agree to them.
What Relay does
Relay connects to a business email inbox you authorise. It reads incoming customer messages, works out what is being asked, drafts a reply grounded in your own policies, and either saves that reply as a draft for you to review or sends it automatically — depending on the rules you set.
Relay is a tool that acts on your behalf. Replies it sends are sent from your address and are your communications with your customers.
Your responsibilities
- You must own, or be authorised to administer, any inbox you connect.
- You are responsible for the rules you configure, including which categories may be answered automatically and the confidence threshold required before anything sends.
- You remain responsible for the content of replies sent from your address, including those Relay sends automatically under rules you set.
- You must not use Relay to send unsolicited bulk email, or for any unlawful, deceptive or abusive purpose.
- You are responsible for meeting your own obligations to your customers under applicable data protection law.
Control and human review
Automatic sending is off by default. Categories eligible for it are limited by design, and every automated reply must pass a confidence threshold and an independent verification check before it is sent without a human. Only order-status and general questions can be sent automatically, and only after you switch them on. Returns, refunds, cancellations and complaints are always held for a person.
You can ask us to pause automatic sending at any time: one email to sales@relaymailz.com is enough, and it is switched off the same working day. When paused, Relay continues to draft replies but sends none.
Accuracy and limitations
Relay uses AI models and will sometimes be wrong. It is designed to hold back rather than guess, but it can misclassify a message or draft an inaccurate reply. You should review its output, particularly early in your use of the service.
Relay is provided on an "as is" basis. We do not warrant that it will be uninterrupted, error-free, or that every reply will be accurate or appropriate.
Availability
We aim to keep Relay running continuously but do not guarantee any particular level of uptime. Relay depends on third-party services — including Google, Microsoft, your mail hosting provider, Anthropic, OpenAI and, where you connect it, Shopify — and an outage at any of them may interrupt the service.
Fees
Relay is offered on a monthly subscription, with a one-time setup fee where applicable. Trials run for the period agreed at signup. The fees are confirmed to you in writing before your trial starts. Nothing is charged during the trial; if you decide to continue, you confirm it in writing and the fees apply from that date.
Subscriptions renew monthly until cancelled. You may cancel at any time; cancellation takes effect at the end of the current billing period, and fees already paid are not refunded except where required by law.
Your data
What we access, who we disclose it to, and how we protect it are set out in our Privacy Policy, which forms part of these terms.
You retain ownership of your email content and the knowledge base derived from it. You may request export or permanent deletion of your data at any time.
Ending the service
You may disconnect Relay's access to your inbox at any time: from your Google Account permissions page for Gmail, from your Microsoft account's app permissions for Microsoft 365, or by changing the mailbox password for an IMAP mailbox. Each revokes our access — at once for Google and IMAP; for Microsoft once the current access token expires, within about an hour. We may suspend or end the service where these terms are breached, where required by law, or where continuing would put your customers' data at risk — and we will tell you why.
On termination we stop processing your inbox and, on request, permanently delete your stored data.
Liability
To the extent permitted by law, our total liability arising out of your use of Relay is limited to the fees you paid us in the twelve months before the event giving rise to the claim. We are not liable for indirect or consequential loss, including lost profits or lost business.
Nothing in these terms excludes liability that cannot lawfully be excluded.
Changes
We may update these terms. Material changes will be reflected in the "last updated" date above, and we will tell you directly where the change materially affects how your data is handled.
Governing law
These terms are governed by the laws of the Netherlands, and the courts of the Netherlands have exclusive jurisdiction over any dispute arising from them.
Contact
Questions about these terms can be sent to sales@relaymailz.com.