Terms

The deal, in the fewest words we can manage. If you would rather ask a question than read it, email us.

Last updated 23 August 2026.

Before this goes live Replace every [SQUARE BRACKET] with your real details and have a solicitor read it, particularly sections 7 and 8. This is written to describe the product accurately, but it is not legal advice.

1Who you are agreeing with

ChatRelay is operated by [LEGAL ENTITY NAME], registered in England and Wales, number [COMPANY NUMBER], at [REGISTERED ADDRESS]. In these terms, "we" and "us" means that company, and "you" means the business using the service.

These terms are for businesses. ChatRelay is not sold to consumers, so the consumer rights that would otherwise apply do not.

2What the service is

We give you a chat box for your website. When somebody uses it, we deliver their message to a destination you choose, such as Telegram, Slack, WhatsApp or a text message. When you reply in that app, we deliver your reply back to them on your website.

There is no dashboard and no inbox. That is deliberate, and it means some things other chat products do are not things we do.

3Trial and payment

The first fortnight is free. We do not ask for a card to start.
After that it is £29 a month per location on Relay, or £79 on Rota, plus whatever options you have turned on. A location means a place with its own phone and its own people answering. The price you build in the configurator is the price you pay.
The price you see is the price you pay. Nothing is added to it.
We bill monthly in advance by card. If a payment fails we will tell you and try again before anything stops working.
If we change the price, we will give you at least 30 days' notice by email. You can cancel instead of accepting it.

4Stopping

Cancel any time, from the account page or by emailing us. No notice period and no phone call to sit through. The service runs to the end of the month you have paid for and then stops.

We do not refund part months, except where the law says we must or where we have got something badly wrong, in which case ask and we will sort it out.

When you leave, your conversations are deleted within 30 days. Take a copy first if you want one.

5What you are responsible for

Telling your own customers that you use us. You are the data controller for their messages and we are your processor. There is more on this in the privacy notice.
Keeping your destination account secure. If someone else can read your Telegram, they can read your customers' messages, and we cannot help with that.
Not using the service to send unsolicited marketing, anything unlawful, or anything designed to deceive the person on the other end.
Having the right to put our line of code on the website you install it on.

If you break these, we may suspend the service. We will tell you why and give you a chance to put it right first, unless the problem is serious enough that we cannot.

6Things outside our control

We deliver your messages to other companies' apps. If Telegram, Slack, Meta or a phone network is down, delayed, or changes its rules, your messages may be late or may not arrive, and there is nothing we can do about it from our side.

We will tell you when we know. We will not pretend it was our doing, and we will not pretend it was not our problem.

WhatsApp in particular depends on Meta's business platform and its rules, which Meta can change without asking us. Putting a phone number onto that platform also means losing the WhatsApp Business app on that number.

7What we are liable for

We do not limit our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit.

Beyond that, and because this is a business to business service:

We are not liable for lost profits, lost business, lost goodwill, or for work you did not win because a message was late or did not arrive.
Our total liability in any twelve month period is limited to what you paid us in that period.

This is worth reading twice given what the service does. A chat relay can fail, and if a missed enquiry would cost you more than you could stand to lose, do not rely on it as your only route in.

8Your data and ours

Your customers' messages are yours. We do not use them to train anything, we do not sell them, and we do not look at them except when you ask us to help with a problem.

The software, the brand and the site are ours.

9Changes

We may change these terms. If a change matters to you we will email you at least 30 days first. Carrying on using the service after that means you accept it. If you would rather not, cancel.

10Law

These terms are governed by the law of England and Wales, and the courts of England and Wales deal with any dispute.

11Getting hold of us

[email protected]. A person reads it.