Privacy Policy

1. Who We Are

Relay Go (Pty) Ltd
Registration number: 2026/724092/07
Registered office: 13 Trevennen Road, Gillitts, Durban, KwaZulu-Natal, 3610, South Africa
Website: relay-go.app
Privacy and information requests: privacy@relay-go.app

Relay Go provides AI-powered customer-service and operational systems for businesses, including integrations with the WhatsApp Business Platform.

Our role under POPIA

Relay Go may act in different capacities depending on the processing involved.

Where Relay Go determines why and how personal information is processed for its own business purposes, such as client onboarding, account administration, security or support, Relay Go acts as the responsible party.

Where Relay Go processes a client's customer information solely on that client's instructions to provide the Relay Go service, the client will ordinarily be the responsible party and Relay Go acts as an operator under POPIA.

When acting as an operator, Relay Go processes personal information only with the knowledge or authorisation of the responsible party and treats that information as confidential.

2. Information We Process

Depending on how you interact with Relay Go, we may process the following categories of personal information.

Client and account information

This may include:

• names;
• email addresses;
• telephone numbers;
• business names and business information;
• account and authentication information;
• configuration, onboarding and support information.

Meta and WhatsApp Platform Data

When a business connects Meta or the WhatsApp Business Platform to Relay Go, we may process information such as:

• Meta Business and WhatsApp Business Account identifiers;
• business and phone-number identifiers;
• Meta user or account identifiers where applicable;
• information required to authenticate and operate authorised integrations;
• WhatsApp message templates;
• webhook events;
• message identifiers;
• message delivery and status information;
• permissions and integration configuration.

WhatsApp communications

When an end customer communicates with a Relay Go client through WhatsApp, we may process information necessary to provide that client's service, including:

• telephone number and available WhatsApp profile information;
• message content;
• attachments or media submitted through the conversation;
• message timestamps and identifiers;
• conversation context;
• enquiries and service requests;
• information voluntarily supplied during the conversation.

Operational information

Depending on the services enabled by a Relay Go client, this may include:

• customer enquiries;
• customer records;
• service requests;
• qualification information;
• appointments and bookings;
• handoffs and follow-ups;
• business configuration;
• communication preferences;
• connected calendar or other authorised integration data.

Technical information

We may process limited technical information necessary to operate and secure Relay Go, including:

• IP addresses;
• server and application logs;
• timestamps;
• browser or device information;
• authentication events;
• security and diagnostic information.

POPIA may also protect information relating to identifiable existing juristic persons, where applicable.

3. Where Information Comes From

We may obtain personal information:

• directly from you;
• from a Relay Go client with whom you interact;
• from Meta or the WhatsApp Business Platform;
• from systems or integrations that a Relay Go client has authorised us to access;
• automatically through the operation, security and maintenance of our services.

Where information is obtained from another source, Relay Go or the applicable responsible party will process that information only where collection from that source is permitted under applicable law.

4. Why and On What Basis We Process Information

Personal information is processed only for specific, explicitly defined and lawful purposes.

Depending on the circumstances, processing may be justified because:

• you have consented to the processing;
• it is necessary to conclude or perform a contract involving you;
• it is necessary to comply with a legal obligation;
• it protects a legitimate interest of the data subject; or
• it is necessary to pursue the legitimate interests of Relay Go, a Relay Go client or another authorised third party, where permitted by POPIA.

We may process information to:

• provide and operate Relay Go;
• onboard and support business clients;
• connect authorised Meta and WhatsApp Business accounts;
• receive and respond to WhatsApp communications;
• provide AI-assisted customer-service functionality;
• identify and qualify service requests;
• provide authorised bookings, appointments and handoffs;
• maintain customer and operational records on behalf of clients;
• operate authorised integrations;
• authenticate users and secure accounts;
• prevent fraud, misuse and unauthorised access;
• maintain service reliability;
• respond to support requests;
• exercise or defend legal rights; and
• comply with applicable legal, regulatory and contractual obligations.

We seek to process only information that is adequate, relevant and not excessive for the relevant purpose.

5. Whether Providing Information Is Mandatory

Some information is required for Relay Go or a Relay Go client to provide a requested service.

For example, a telephone number may be necessary to conduct a WhatsApp interaction, and particular service information may be required to process an enquiry or booking.

Other information may be voluntary.

Where required information is not provided, Relay Go or the relevant client may be unable to provide the requested service, complete the relevant transaction or operate a requested integration.

6. Meta and WhatsApp Tech Provider Data

Where Relay Go receives Meta Platform Data as a Tech Provider, Relay Go processes that information only for the applicable client's authorised purpose and in accordance with applicable Meta requirements.

We do not use one client's Platform Data for another client's purposes.

We maintain client-specific access and data boundaries.

We do not sell or license Meta Platform Data.

We do not use Meta Platform Data to create or augment profiles for Relay Go's unrelated purposes or for another client's purposes.

Platform Data is disclosed only where necessary to provide the applicable service, where directed by the relevant client, where permitted by Meta's terms or where required by law.

7. AI Processing and Automated Decisions

Relay Go uses artificial intelligence systems to provide conversational and operational functionality.

Information submitted during an interaction may therefore be transmitted to and processed by approved AI or model infrastructure where necessary to provide the relevant service.

AI systems do not independently determine Relay Go's legal authority to process information and do not receive unrestricted access to client data.

Relay Go does not intend to subject a data subject to a decision based solely on automated processing that produces legal consequences or affects that person to a substantial degree, except where such processing is permitted under section 71 of POPIA and appropriate safeguards are in place.

Where section 71 applies, appropriate measures must include any rights required by POPIA, including an opportunity to make representations regarding the decision.

8. Special Personal Information and Information About Children

Relay Go does not ordinarily require special personal information or personal information relating to children to provide its standard services.

Users should avoid supplying such information unless it is genuinely necessary for the relevant service.

Where Relay Go processes special personal information or children's information, this will only occur where the processing is permitted under POPIA and any required consent, statutory exception, authorisation or other safeguard is in place.

When Relay Go acts as an operator, the applicable client remains responsible for establishing the lawful authority for that processing.

9. Sharing of Information

We may disclose personal information to the following categories of recipients where necessary and lawful.

The applicable Relay Go client

Where Relay Go processes information on behalf of that business.

Meta and WhatsApp

Where necessary to provide WhatsApp Business Platform functionality.

Operators and service providers

This may include providers of:

• hosting and infrastructure;
• AI and model services;
• databases and storage;
• security;
• communications;
• monitoring and technical support.

Where an operator processes personal information on behalf of Relay Go, appropriate contractual and security requirements must apply.

Client-authorised integration providers

Where the client has instructed Relay Go to connect with another system, such as a calendar or other business service.

Authorities and legal recipients

Where disclosure is required or authorised by applicable law, regulation, legal process or valid governmental request.

10. International Transfers

Relay Go is based in South Africa, but some service providers or authorised integrations may process personal information outside South Africa.

Personal information will only be transferred outside South Africa where the transfer satisfies section 72 of POPIA.

This may include circumstances where:

• the recipient is subject to a law, binding corporate rules or binding agreement providing an adequate level of protection substantially similar to POPIA;
• the data subject has consented to the transfer;
• the transfer is necessary for the performance of a contract with the data subject or pre-contractual measures requested by the data subject;
• the transfer is necessary for a contract concluded in the data subject's interests; or
• another ground permitted by section 72 applies.

Appropriate security and contractual safeguards will be applied where required.

11. Data Retention

Relay Go retains personal information only for as long as necessary for the purpose for which it was collected or subsequently lawfully processed, unless longer retention is:

• required or authorised by law;
• reasonably required for a lawful purpose connected with our activities;
• required by a contract; or
• authorised by the data subject where applicable.

When Relay Go is no longer authorised to retain personal information, it will be securely deleted, destroyed or de-identified as soon as reasonably practicable.

Meta Platform Data will also be deleted when:

• it is no longer required for a permitted purpose;
• a qualifying deletion request is received;
• the applicable Relay Go client instructs Relay Go to delete it;
• the relevant client relationship ends and continued retention is not permitted;
• Meta requires its deletion; or
• applicable law requires deletion.

Information in controlled backups may remain temporarily until the applicable backup expires or is securely replaced, subject to applicable retention and recovery controls.

12. Security and Security Compromises

Relay Go uses reasonable technical and organisational measures designed to protect personal information against:

• loss;
• damage;
• unauthorised destruction;
• unlawful access; and
• unlawful processing.

Measures may include access controls, authentication, client isolation, restricted credentials, encryption in transit, logging, monitoring and other safeguards appropriate to the identified risk.

Security measures are reviewed as risks, systems and technology change.

Where Relay Go acts as an operator and has reasonable grounds to believe that personal information has been accessed or acquired by an unauthorised person, Relay Go will notify the responsible party as required by POPIA.

Where Relay Go is the responsible party, Relay Go will notify the Information Regulator and affected data subjects as required by section 22 of POPIA and as soon as reasonably possible, subject to the circumstances and any lawful delay.

13. Your Privacy Rights

Subject to POPIA and other applicable law, a data subject may:

• request confirmation of whether personal information is held about them;
• request access to that information;
• request correction of information that is inaccurate, irrelevant, excessive, out of date, incomplete or misleading;
• request deletion or destruction where the information was unlawfully obtained or Relay Go is no longer authorised to retain it;
• object to certain processing;
• withdraw consent where processing depends upon consent;
• object to direct marketing;
• request restriction of processing where applicable; and
• lodge a complaint with the Information Regulator.

These rights are subject to applicable legal limitations and do not necessarily require deletion of information that Relay Go or the applicable responsible party is legally entitled or required to retain.

To exercise a privacy right, contact:

privacy@relay-go.app

Relay Go may take reasonable steps to verify the identity and authority of the person making the request.

Where Relay Go acts as an operator for a client, the request may be referred to or coordinated with that client as the responsible party.

14. Data Deletion Requests

Users and Relay Go clients may request deletion of qualifying personal information or Meta Platform Data processed by Relay Go.

Send requests to:

privacy@relay-go.app

Subject:

Data Deletion Request

Please provide enough information for Relay Go to identify the relevant records, which may include:

• your name;
• the telephone number associated with the relevant WhatsApp interaction, including country code;
• the Relay Go client or business you interacted with, if known; and
• a description of the information concerned.

Do not send unnecessary identity documents or other sensitive information unless Relay Go specifically requests information reasonably necessary to verify your identity.

Where Relay Go processes information on behalf of a client, Relay Go may coordinate the request with that client.

Where a valid deletion request applies, qualifying information will be deleted, destroyed or de-identified as soon as reasonably practicable, subject to lawful retention requirements.

15. Direct Marketing

Service, booking and operational communications are not treated as permission for unrelated direct marketing.

Relay Go will process personal information for direct marketing by unsolicited electronic communication only where permitted by section 69 of POPIA.

Where consent is required, marketing will not be sent unless the required consent has been obtained.

Where the existing-customer exception applies, marketing must comply with the limitations imposed by POPIA and provide a reasonable, free and uncomplicated opportunity to object.

Direct-marketing communications must identify the sender and provide a method through which the recipient can request that further marketing communications cease.

Where Relay Go acts as an operator, a Relay Go client remains responsible for ensuring that its marketing instructions, audience and lawful basis comply with applicable law.

Relay Go will honour applicable opt-out and suppression instructions within systems it controls.

16. Information Regulator

You have the right to lodge a complaint with the Information Regulator of South Africa.

Information Regulator (South Africa)
Woodmead North Office Park
54 Maxwell Drive
Woodmead, Johannesburg, 2191
South Africa

Postal address: P.O. Box 31533, Braamfontein, Johannesburg, 2017
Telephone: 010 023 5200
Toll-free: 0800 017 160
Email: enquiries@inforegulator.org.za
Website: inforegulator.org.za

Complaints may also be submitted using the Information Regulator's official eServices facilities.

17. Changes to This Privacy Policy

We may update this Privacy Policy where our services, processing activities, legal obligations or technology providers change.

The current version will be published on this page with its effective or last-updated date.

Where a change materially affects existing processing, Relay Go will take any further notification or consent steps required by applicable law.

18. Contact Us

Questions, data-subject requests and deletion requests may be directed to:

Relay Go (Pty) Ltd
Registration number: 2026/724092/07
13 Trevennen Road
Gillitts, Durban
KwaZulu-Natal, 3610
South Africa

privacy@relay-go.app