Terms of Service

1. Acceptance of Terms

By registering for, accessing, or using Relay (the "Service"), you agree to be bound by these Terms of Service ("Terms"). If you are using the Service on behalf of a business, you represent that you have the authority to bind that business to these Terms.

If you do not agree to these Terms, do not use the Service. These Terms apply to all users, including business owners, staff members, and any other persons who access the platform.

2. Service Description

Relay is a multi-tenant Software-as-a-Service (SaaS) platform operated by Phleroma Ltd that enables businesses to:

• Sell products via WhatsApp using an AI-powered automated sales assistant
• Accept service bookings and manage appointment availability
• Process customer payments via Paystack
• Manage inventory, orders, customers, and analytics through a web dashboard
• Send automated WhatsApp and email notifications to customers

The Service uses artificial intelligence — primarily Moonshot AI (Kimi K2) with Google Gemini for media processing — to handle customer messages and generate responses on your behalf. AI responses are automated and are not reviewed by Relay staff before being sent. See Section 9 for important limitations on AI accuracy.

3. Account Registration

• You must provide accurate, complete, and current business information at registration
• You must be at least 18 years of age to register
• Each business is entitled to one account. Multiple team members can access a single account through role-based staff accounts (Business Owner, Business Staff)
• You are responsible for maintaining the security of your account credentials and for all activity that occurs under your account
• You must notify us immediately at support@getrelaytech.com if you suspect unauthorised access to your account

4. Subscription & Billing

Subscription Tiers

5. WhatsApp Business Platform Compliance

Use of Relay's WhatsApp integration is subject to Meta's WhatsApp Business Platform Policies. By connecting your WhatsApp Business account, you agree to:

• Comply with all WhatsApp Business Platform Policies and Meta Platform Terms
• Obtain proper consent from customers before sending them automated messages, where required by applicable law
• Only use the platform for lawful commercial purposes
• Honour customer opt-out requests immediately — customers who reply STOP must not receive further automated messages
• Not use Relay to send spam, phishing messages, or misleading content
• Keep your WhatsApp Business account in good standing with Meta

Relay is not responsible for the suspension or restriction of your WhatsApp Business account by Meta, including suspensions resulting from your messaging behaviour, volume, or policy violations.

6. Acceptable Use

You must not use Relay to:

• Sell illegal products or services under Ghanaian law or the laws of your jurisdiction
• Harass, threaten, or deceive customers or other users
• Attempt to access another tenant's data or circumvent our security controls
• Abuse the AI pipeline through prompt injection, jailbreaking, or adversarial inputs
• Reverse engineer, decompile, or attempt to extract source code from the platform
• Resell or sublicense access to the platform without our written permission
• Use automated scripts to interact with the platform outside of our official API
• Transmit malware, viruses, or other malicious code
• Violate any applicable local, national, or international law or regulation

Violations may result in immediate termination of your account without refund.

7. Intellectual Property

Relay's IP: The Relay platform, including its software, UI, AI pipeline, branding, and documentation, is owned by Phleroma Ltd and protected by intellectual property laws. You receive a limited, non-exclusive, non-transferable licence to use the platform during your active subscription.

Your IP: You retain full ownership of your business data — including your product catalog, customer relationships, order history, and any content you upload to the platform. We do not claim ownership of your data.

By uploading content to Relay, you grant us a limited licence to store, process, and display that content solely to provide the Service to you.

8. Service Availability

• We target 99.5% uptime for the Relay platform, excluding scheduled maintenance and force majeure events
• Scheduled maintenance windows will be announced at least 24 hours in advance
• Relay is not liable for service interruptions caused by third-party providers including Meta (WhatsApp), Paystack, Moonshot AI, Google, or infrastructure outages beyond our control
• We reserve the right to modify or discontinue features with reasonable notice to affected users

9. AI-Generated Responses — Disclaimer & Your Responsibility

Relay's WhatsApp assistant uses AI models to read customer messages and respond automatically on your behalf. You acknowledge that:

• AI responses may be inaccurate. The AI can misunderstand customer requests, quote wrong prices, misrepresent stock availability, or generate responses that do not reflect your intended business policy. This is a known limitation of AI systems.
• You are responsible for your AI assistant's behaviour. Messages sent by the AI are sent on your behalf and under your WhatsApp Business account. You are responsible for testing the AI, monitoring conversations, and correcting any errors — including fulfilling commitments made by the AI to your customers.
• You should test before going live. We strongly recommend testing your AI assistant thoroughly with your own product catalog before directing real customers to it. Relay provides tools to do this.
• Staff takeover is available. You can disable the AI for individual conversations at any time and take over manually from the dashboard.
• AI models are provided by Moonshot AI (Kimi) and Google (Gemini) under their respective API terms. The accuracy, availability, and behaviour of these models are outside our direct control.

Relay makes no warrantythat AI-generated responses will be accurate, complete, appropriate, or error-free. Any commitment made by the AI to a customer (e.g. a quoted price, a confirmed delivery date, a promised discount) is your commitment — not Relay's.

10. Limitation of Liability

What we are not liable for

To the maximum extent permitted by Ghanaian law, Relay and Phleroma Ltd shall not be liable for:

• Lost revenue, lost profits, or missed orders resulting from platform downtime or service interruption
• Errors, omissions, or hallucinations in AI-generated responses sent to your customers
• Customer disputes, chargebacks, or refund claims arising from your products, services, delivery, or pricing
• WhatsApp account suspension, restriction, or policy violation penalties imposed by Meta
• Payment failures, delays, or disputes handled by Paystack
• Losses resulting from unauthorised access to your account due to your failure to secure your credentials
• Actions, outages, or policy changes by third-party services (Meta, Paystack, Moonshot AI, Google, etc.)
• Force majeure events including but not limited to power outages, natural disasters, or cyber attacks beyond our reasonable control
• Indirect, incidental, special, consequential, or punitive damages of any kind

Our liability cap

In all cases, our maximum aggregate liability to you for any claim shall not exceed the total subscription fees you paid to Relay in the 3 calendar months immediately preceding the event giving rise to the claim.

What we are liable for

We do not exclude liability for:

• Death or personal injury caused by our negligence
• Fraud or fraudulent misrepresentation by Phleroma Ltd
• Data breaches that result from our failure to maintain reasonable security measures
• Any other liability that cannot be excluded by Ghanaian law

11. Termination

By you: You may cancel your subscription at any time from your account settings. Cancellation takes effect at the end of the current billing period. You retain access until that date.

By us:We may suspend or terminate your account immediately if you violate these Terms, particularly Section 6 (Acceptable Use) or Section 5 (WhatsApp Compliance). For non-material breaches, we will provide 30 days' written notice and an opportunity to remedy the breach before termination.

After termination: You may export your business data (products, orders, customers) within 30 days of termination. After 30 days, your data will be permanently deleted in accordance with our Privacy Policy.

12. Indemnification

You agree to indemnify and hold harmless Phleroma Ltd, its directors, employees, and agents from any claims, losses, damages, or expenses (including reasonable legal fees) arising from:

• Your use of the Service in violation of these Terms
• Your violation of any applicable law or third-party rights
• Any content you upload or messages sent through your WhatsApp integration
• Disputes between you and your customers regarding your products, services, or pricing
• Your failure to test or monitor your AI assistant before or after deployment

13. Governing Law & Disputes

These Terms are governed by and construed in accordance with the laws of the Republic of Ghana. Any dispute arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of Accra, Ghana.

Before initiating legal proceedings, both parties agree to attempt to resolve disputes through good-faith negotiation for at least 30 days.

14. Changes to These Terms

We may update these Terms from time to time. We will notify you of material changes by email at least 14 days before the updated Terms take effect. Your continued use of the Service after the effective date constitutes your acceptance of the revised Terms.