Terms of Service

1. Supplier Information

Relay Go is operated by:

Relay Go (Pty) Ltd
Legal status: Private company incorporated in the Republic of South Africa
Registration number: 2026/724092/07
Director: Jarren Thomas
Place of registration: Republic of South Africa
Registered and physical address: 13 Trevennen Road, Gillitts, Durban, KwaZulu-Natal, 3610, South Africa
Address for service of legal documents: 13 Trevennen Road, Gillitts, Durban, KwaZulu-Natal, 3610, South Africa
Website: https://relay-go.app/
Privacy and legal-compliance email: privacy@relay-go.app

Relay Go does not currently claim membership of, or accreditation by, any industry or self-regulatory body unless this is expressly stated elsewhere on the website.

Relay Go does not currently subscribe to a separate industry alternative-dispute-resolution code. Statutory rights and complaint mechanisms remain available where applicable.

The current public website provides product information, pricing information and contact/trial invitations. Unless a supported online checkout or order flow expressly states otherwise, displaying a plan, price or call to action does not by itself mean that a paid transaction has been concluded electronically.

2. What Relay Go Provides

Relay Go provides AI-powered customer-service and operational software for businesses, with functionality that may include:

• WhatsApp-based customer interactions;
• answering approved customer questions;
• collecting service-request information;
• qualification workflows;
• quotes or estimate workflows where configured;
• appointment and booking workflows;
• handoffs and follow-ups;
• customer and operational records;
• owner or staff operational interfaces;
• integrations with third-party services.

The exact features available to you depend on your selected plan, configuration, connected providers and any separate order, proposal or service description agreed with Relay Go.

A feature shown on the public website is not a guarantee that the feature is activated for every client, provider, jurisdiction or plan.

3. Eligibility and Authority

You may use Relay Go only if you have legal capacity to enter into the relevant agreement and, where you act for an organisation, authority to bind that organisation.

You are responsible for ensuring that the people you authorise to access Relay Go have appropriate authority and use the service in accordance with these Terms.

4. Business Configuration and Client Responsibilities

Relay Go depends on business information and instructions supplied or approved by the client.

You are responsible for ensuring that information you provide or approve is accurate, current and lawful, including where relevant:

• business identity and contact details;
• services and exclusions;
• service areas;
• operating hours;
• qualification rules;
• prices, fees, quote rules and tax treatment;
• booking rules and availability;
• customer policies;
• owner/staff permissions;
• communication preferences and marketing instructions.

Relay Go is not authorised to invent or silently change your business rules.

If information is missing, contradictory or unavailable, Relay Go may request clarification, limit the affected function or route the matter for human review instead of fabricating an answer or business outcome.

5. Free Trial

Where Relay Go offers a 14-day free trial:

• the trial itself does not require a credit card unless the offer expressly changes before you begin the trial;
• the trial does not itself create a payment obligation;
• a paid subscription starts only when you separately choose or accept a paid plan or other paid service arrangement and authorise the applicable payment;
• trial functionality may be limited to supported features, integrations or reasonable-use limits disclosed with the trial;
• Relay Go may refuse, suspend or end a trial where it is being abused, used unlawfully or used to circumvent plan or account restrictions.

Where applicable law grants a greater right, that right prevails.

6. Paid Plans, Fees and Payment

Paid plans may be offered on monthly or annual billing periods or on another basis expressly agreed with you.

The price, billing period, included usage and material plan limits applicable to your purchase are those displayed or expressly agreed when you place or accept the relevant order.

Any applicable taxes, third-party charges, usage charges or additional fees must be disclosed before they become payable. Relay Go will not treat an undisclosed charge as agreed merely because these Terms exist.

If a third-party payment provider is used, payment processing may also be governed by that provider's terms and privacy practices.

You authorise Relay Go or its payment provider to collect charges that you have expressly agreed to pay.

Failure to pay an undisputed amount when due may result in suspension or termination after any notice required by law or the applicable order.

7. Renewal, Cancellation, Cooling-Off and Refunds

You may cancel a Relay Go paid subscription at any time in accordance with the cancellation method made available to you.

Unless a different arrangement is expressly agreed:

• cancellation stops future renewal;
• access continues until the end of the billing period already paid for;
• unused time in an already-paid billing period is not automatically refundable.

This does not limit any refund, cooling-off, cancellation or other remedy that you are entitled to under applicable law.

Where the Consumer Protection Act applies to a fixed-term agreement, the cancellation, notice, renewal and continuation rights required by that Act prevail over any inconsistent provision in these Terms.

Where section 44 of the Electronic Communications and Transactions Act applies to an electronic transaction, the statutory cooling-off right and related refund obligations prevail.

If Relay Go expressly offers a more favourable refund or cancellation policy in an order or promotion, that more favourable term applies to that transaction.

8. WhatsApp, Meta and Other Third-Party Services

Relay Go may depend on services provided by third parties, including Meta, WhatsApp, AI/model providers, hosting providers, calendar providers, payment providers and other integrations.

Your use of a connected third-party service remains subject to that provider's applicable terms, policies, permissions and technical restrictions.

You must not use Relay Go to evade or violate Meta, WhatsApp or another provider's rules.

Third-party providers may change, restrict, suspend or discontinue their services. Relay Go will take reasonable steps to operate supported integrations but cannot guarantee the availability or conduct of an independent provider.

Where an integration fails or a provider has not confirmed an action, Relay Go must not represent an unverified booking, message, payment or other material action as successfully completed.

9. AI-Assisted Functionality

Relay Go uses artificial intelligence to interpret requests, produce conversational responses and support configured workflows.

AI systems can make mistakes. Relay Go therefore does not warrant that every AI-generated response will always be complete or error-free.

Material business outcomes should, where the relevant feature is implemented, depend on approved business configuration and verified system or provider results rather than model confidence alone.

You remain responsible for reviewing and approving the business rules, policies, prices and instructions that Relay Go uses on your behalf.

You must not configure Relay Go to make decisions or perform actions that are unlawful or for which you do not have authority.

10. Customer Data, Privacy and POPIA

Relay Go's processing of personal information is also governed by the Relay Go Privacy Policy available at:

https://relay-go.app/privacy

Where Relay Go determines the purpose and means of processing for its own business activities, Relay Go may act as a responsible party under POPIA.

Where Relay Go processes your customers' personal information only on your instructions to provide the service, you will ordinarily be the responsible party and Relay Go will act as an operator under POPIA.

You are responsible for ensuring that you have a lawful basis and appropriate authority to provide customer information to Relay Go and to instruct Relay Go to process or communicate with those customers.

Where POPIA requires a written operator arrangement, the applicable data-processing terms or separate data-processing agreement form part of the commercial relationship.

If a separately signed data-processing agreement conflicts with these Terms on a personal-information processing issue, the data-processing agreement prevails for that issue.

11. Direct Marketing and Messaging Compliance

Operational messages, service communications and marketing communications are not automatically the same thing.

You must not use Relay Go to send unlawful unsolicited marketing or spam.

Where you instruct Relay Go to send or assist with direct marketing, you are responsible for ensuring that the audience, purpose and instruction comply with applicable law, including POPIA's direct-marketing requirements, as well as applicable Meta and WhatsApp rules.

You must respect valid opt-outs and suppression instructions.

Relay Go may refuse or block an instruction that appears to require unlawful messaging, prohibited content or a violation of provider policy.

12. Acceptable Use

You must not use Relay Go to:

• break the law or facilitate unlawful conduct;
• infringe intellectual-property, privacy or other rights;
• impersonate another person or business without authority;
• access data, accounts or systems without permission;
• distribute malware or harmful code;
• conduct phishing, fraud or deceptive activity;
• harass, threaten or exploit people;
• send unlawful spam or prohibited direct marketing;
• submit personal information that you are not authorised to process;
• interfere with, probe or overload Relay Go or connected systems;
• attempt to bypass security, usage limits or access controls;
• reverse engineer or misuse the service except where the law expressly permits it;
• use Relay Go in a way that exposes Relay Go, its clients, customers or providers to unreasonable legal, security or operational risk.

Relay Go may investigate suspected misuse and may suspend access where reasonably necessary to protect people, data, systems or legal compliance.

13. Intellectual Property

Relay Go and its licensors retain ownership of the Relay Go software, website, designs, trademarks, documentation and other intellectual property that they own.

Subject to these Terms and payment of applicable fees, Relay Go grants you a limited, non-exclusive, non-transferable right to use the service for your internal business purposes during the applicable trial or subscription period.

You retain ownership of business content, customer information and other material that you lawfully provide to Relay Go.

You grant Relay Go the limited rights necessary to host, process, transmit and use that material solely to provide, secure, support and lawfully improve the services, subject to the Privacy Policy and any applicable data-processing agreement.

You must ensure that you have the rights required to provide material to Relay Go.

14. Confidential Information

Each party may receive confidential business, technical or commercial information from the other.

Each party must take reasonable steps to protect the other party's confidential information and use it only for the purpose for which it was provided, except where disclosure is authorised or required by law.

Information is not confidential to the extent that it is lawfully public, already lawfully known to the receiving party, independently developed without use of the confidential information, or lawfully obtained from another source without a confidentiality obligation.

15. Service Standard, Availability and Support

Relay Go will perform its services with the degree of quality and timeliness required by applicable law and the applicable service description.

No internet, messaging, AI or third-party-integrated service can guarantee uninterrupted availability.

Relay Go may experience maintenance, provider outages, connectivity failures, security incidents or other interruptions.

Where reasonably practicable, Relay Go will take reasonable steps to restore affected functionality and communicate material service interruptions.

No service-level agreement, guaranteed uptime percentage or guaranteed response time applies unless Relay Go expressly agrees to it in writing.

16. Service Changes

Relay Go may improve, change or discontinue features as the product develops or as providers, security requirements or law change.

Relay Go will not use this clause to remove a material paid entitlement without regard to an applicable order, prepaid period or non-excludable consumer right.

Where a change materially reduces a paid service, Relay Go will provide reasonable notice or another remedy where required by law or the applicable agreement.

17. Suspension

Relay Go may suspend access where reasonably necessary because of:

• a material breach of these Terms;
• unlawful or abusive use;
• a security threat;
• unauthorised access;
• non-payment of an undisputed amount;
• a provider suspension that prevents Relay Go from continuing the affected service;
• a legal or regulatory requirement.

Where appropriate and legally required, Relay Go will provide notice and a reasonable opportunity to remedy the issue before termination.

Immediate suspension may be necessary where continued access creates a material security, legal or safety risk.

18. Termination

You may terminate your use of Relay Go by cancelling your subscription or otherwise ending the applicable service arrangement.

Relay Go may terminate an agreement for material breach, unlawful use, non-payment or another lawful ground, subject to any notice and remedy period required by applicable law or the applicable commercial agreement.

Termination does not erase amounts already lawfully due or obligations that by their nature should survive termination, including confidentiality, intellectual-property ownership, lawful record retention and accrued rights.

Personal information will be handled after termination in accordance with the Privacy Policy, applicable data-processing terms and applicable law.

19. Warranties and Statutory Rights

Relay Go does not exclude any warranty, right or remedy that South African law does not permit a supplier to exclude.

Where the CPA applies, your rights to fair, just and reasonable terms and to services meeting applicable statutory standards remain intact.

Subject to those rights and any express written commitment by Relay Go, Relay Go does not warrant that:

• every AI response will be error-free;
• every third-party integration will always remain available;
• every client configuration will achieve a particular commercial result;
• use of Relay Go alone guarantees increased revenue, conversion, bookings or another business outcome.

20. Liability

Each party remains responsible for loss or damage for which it is legally liable.

To the maximum extent permitted by applicable law, Relay Go is not responsible for indirect or consequential loss that is not a reasonably foreseeable result of Relay Go's breach, including loss arising solely from an independent third-party provider failure outside Relay Go's reasonable control.

Relay Go does not exclude or limit liability where doing so would be unlawful, including liability that cannot be excluded under applicable consumer law or liability arising from fraud or wilful misconduct.

Nothing in this section removes your obligation to take reasonable steps to avoid or reduce preventable loss.

21. Electronic Communications and Records

You agree that Relay Go may communicate with you electronically, including through email, the website, supported messaging channels or the applicable service interface.

Electronic communications and data messages may have legal effect in accordance with the Electronic Communications and Transactions Act and other applicable law.

Where Relay Go concludes a paid transaction electronically in future, the applicable order flow must provide the transaction information, review/correction opportunity and records required by applicable law.

22. Complaints and Disputes

If you have a complaint about Relay Go, contact Relay Go first so that the matter can be investigated and, where possible, resolved directly.

Privacy and legal-compliance enquiries may be sent to:

privacy@relay-go.app

Nothing in these Terms prevents a person from using a regulator, ombud, tribunal, court or other remedy that applicable law makes available.

Where the Consumer Protection Act applies, an eligible consumer may use the complaint and redress mechanisms provided under that Act, including the National Consumer Commission where appropriate.

23. Governing Law

These Terms and the relationship between you and Relay Go are governed by the laws of the Republic of South Africa.

Any court proceedings must be brought before a South African court with jurisdiction, unless applicable law gives a party a right to use another forum.

Nothing in this clause removes an eligible consumer's right to approach a statutory consumer forum or regulator where the law permits it.

24. Changes to These Terms

Relay Go may update these Terms where the service, commercial model, provider requirements or applicable law changes.

The current version will be published at https://relay-go.app/terms with its effective or last-updated date.

A change will not retroactively remove accrued rights or override a separately agreed commercial term without lawful basis.

Where a material change affects an active paid service, Relay Go will provide any notice required by law or the applicable agreement.

25. Separate Orders and Conflicts

A proposal, quotation, order form, service schedule, data-processing agreement or other written agreement may contain terms specific to your service.

If an expressly agreed written term conflicts with these Terms, the more specific agreed term prevails for that subject, except where doing so would be unlawful.

The Privacy Policy governs general privacy disclosures. A separately agreed data-processing agreement governs client/operator processing obligations where applicable.

26. General

If a provision of these Terms is found unlawful or unenforceable, the remaining provisions continue to apply to the extent permitted by law.

A failure or delay in enforcing a right does not automatically waive that right.

You may not transfer your agreement with Relay Go without Relay Go's consent, except where applicable law gives you that right. Relay Go may transfer its rights and obligations as part of a lawful business restructuring, merger or sale, subject to applicable law and continuing data-protection obligations.

These Terms, together with any applicable order, service schedule, Privacy Policy and data-processing agreement, form the relevant agreement between the parties on their respective subjects.

27. Contact

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

Website: https://relay-go.app/
Privacy and legal-compliance email: privacy@relay-go.app