Terms of Service

These Terms of Service ("Terms") govern the use of RelayClear by both organizations that subscribe to the service and individuals who submit anonymous feedback ("Submitters"). By using RelayClear, you agree to be bound by these Terms. If you do not agree, do not use the service.

1. Service description

RelayClear provides a privacy-focused, one-way anonymous feedback service that accepts submissions through a web form and forwards them to participating organizations' designated destination email address(es). Submissions may be scheduled for delayed delivery based on submitter-selected timing options.

RelayClear stores submission content only as long as needed to schedule and send it. Submission content is stored within RelayClear systems until the email is sent (at maximum within 24 hours), at which point the submission content is deleted from RelayClear systems and only encrypted delivery status metadata is retained to support tracking.

RelayClear provides submission tracking links that show delivery status for 30 days.

For Organizations: RelayClear provides feedback channel access codes and relay infrastructure to receive anonymous feedback from employees, customers, and other stakeholders.

For Submitters: RelayClear allows you to send messages to organizations without creating an account.

2. Organization subscriptions and billing

To use RelayClear as an organization, you must complete the subscription process through RelayClear's embedded Stripe Checkout and select one of the available subscription plans. Billing is monthly and charged in advance. Payment is processed securely through Stripe. By subscribing, you represent that you have authority to bind your organization to these Terms.

Your subscription entitlements are based on the plan and any optional add-ons you select at checkout or later through billing changes approved by RelayClear. You are responsible for selecting and maintaining the plan configuration that fits your organization.

3. Subscription and renewal

Subscriptions are monthly. Your subscription will automatically renew each month unless you cancel before the renewal date. You will be charged the then-current rate for your selected plan and any active add-ons upon renewal.

4. Cancellation and refunds

You may cancel your subscription at any time by contacting support@relayclear.com. Cancellation takes effect at the end of your current billing period. You will continue to have access to the service until that date.

Refunds are governed by our Refund Policy. By purchasing, you agree to that policy. Subscription renewals are non-refundable. Add-ons are non-refundable. Contact support@relayclear.com if you have billing questions.

5. Organization responsibilities

As a RelayClear organization, you are responsible for:

• Monitoring your destination email address(es)
• Maintaining the confidentiality of your feedback channel access code and controlling its distribution
• All internal handling, investigation, and follow-up of submissions received
• Complying with applicable privacy, employment, consumer, sector-specific, and whistleblower-protection laws in your jurisdiction, where relevant
• Ensuring your destination email address(es) can receive messages and have sufficient storage
• Not attempting to identify individual submitters through RelayClear

6. Acceptable use and prohibited conduct

Organizations must not use RelayClear to:

• Violate any applicable laws or regulations
• Collect information for purposes other than legitimate organizational feedback
• Circumvent or attempt to circumvent service security measures
• Reverse engineer, decompile, or extract source code
• Use the service in any manner that could harm, disable, or impair the service

RelayClear is intended for legitimate organizational feedback channels, including staff, customer, and other stakeholder feedback. We reserve the right to suspend or terminate accounts engaged in abusive or illegal conduct.

7. Prohibited submissions

While RelayClear does not review submission content, the service may not be used to submit:

• Content that is illegal, fraudulent, or violates applicable laws
• Malware, viruses, or malicious code
• Content intended to harass, threaten, or abuse others
• Spam or unsolicited commercial messages

Organizations are responsible for how they respond to submissions. RelayClear is not responsible for submission content or organizational actions taken in response.

8. Terms for submitters

By submitting content through RelayClear, you acknowledge and agree that:

• Your submission will be forwarded to the organization associated with the access code you provide
• RelayClear stores submission content only as long as needed to schedule and send it. Submission content is stored within RelayClear systems until the email is sent (at maximum within 24 hours), then deleted from RelayClear systems.
• Email delivery is performed using a third-party provider who is configured to retain message data for up to 24 hours as part of delivery processing.
• RelayClear can confirm when a recipient organization's mail system accepts a message, but acceptance does not guarantee inbox placement, visibility, or that the message is viewed or read.
• The tracking link provided is the only way to verify delivery status and expires after 30 days.
• You are responsible for the content of your submission and must comply with all applicable laws.
• RelayClear does not investigate, adjudicate, or respond to submissions.
• While RelayClear is designed to reduce the collection of identifying information, your submission content itself may contain information that could identify you (for example, specific events, unique circumstances, or private details).
• RelayClear is not responsible for how organizations handle submissions or how they respond, including if they do not respond.

9. Service availability and changes

We strive to maintain service availability but do not guarantee uninterrupted access. RelayClear may be temporarily unavailable for maintenance, updates, or due to factors beyond our control. We reserve the right to modify, suspend, or discontinue features at any time with reasonable notice.

10. Data handling and privacy

RelayClear's data handling practices are described in our Privacy Policy. By using RelayClear, you acknowledge that:

• Submission content is temporarily stored by RelayClear only as long as needed to schedule and send the submission, then deleted from RelayClear systems after sending.
• Third-party providers involved in operating the service (including infrastructure and email delivery) may process limited data as described in the Privacy Policy.
• Organizations are solely responsible for how they handle received submissions.

11. Disclaimer of warranties

RELAYCLEAR IS PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT. We do not warrant that the service will be error-free, secure, or uninterrupted, or that all submissions will be successfully delivered. THIS DISCLAIMER APPLIES TO BOTH ORGANIZATIONS AND SUBMITTERS.

12. Limitation of liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, RELAYCLEAR SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOST PROFITS, DATA LOSS, OR BUSINESS INTERRUPTION, ARISING FROM YOUR USE OF OR INABILITY TO USE THE SERVICE.
RelayClear does not exclude or limit liability for gross negligence, wilful misconduct, or any other liability that cannot be limited by law.

FOR ORGANIZATIONS: Our total liability for any claims shall not exceed the amount you paid to RelayClear for the applicable subscription plan and active add-ons in the 12 months preceding the claim.

FOR SUBMITTERS: Our total liability for any claims shall not exceed $100 CAD.

RelayClear is not responsible for: (a) actions taken by organizations based on submissions received, (b) employment decisions, (c) legal compliance, (d) internal investigations conducted by organizations, or (e) any consequences resulting from submitted content or organizational responses.

Nothing in these Terms limits any rights you may have that cannot be excluded under applicable law, including applicable consumer protection or privacy laws.

13. Indemnification

Organizations: You agree to indemnify and hold RelayClear harmless from any claims, damages, losses, or expenses (including reasonable legal fees) arising from: (a) your use of the service, (b) your violation of these Terms, (c) your violation of applicable laws, or (d) your handling of submissions received through RelayClear.

Submitters: You agree to indemnify and hold RelayClear harmless from any claims, damages, losses, or expenses arising from: (a) the content of your submissions, (b) your violation of these Terms, or (c) your violation of applicable laws.

14. Termination

We may suspend or terminate access to RelayClear immediately if you violate these Terms, fail to pay fees (organizations), or engage in abusive or illegal conduct. Upon termination, your right to use the service ceases immediately. For organizations, provisions that by their nature should survive termination will remain in effect.

15. Modifications to Terms

We may update these Terms from time to time. Material changes will be posted with an updated effective date on this page. Organizations will be notified via email at least 30 days before changes take effect. Continuing to use RelayClear after changes take effect constitutes acceptance of the updated Terms.

16. Governing law and disputes

These Terms are governed by the laws of the Province of British Columbia and the federal laws of Canada applicable therein, without regard to conflict of law principles. Any disputes shall be resolved in the courts of British Columbia.

Before filing any legal action, you agree to first contact us at support@relayclear.com to attempt to resolve the dispute informally.

17. General provisions

These Terms constitute the entire agreement between you and RelayClear regarding the service. If any provision is found unenforceable, the remaining provisions remain in effect. Failure to enforce any right does not constitute a waiver. Organization agreements may not be assigned without our prior written consent.

18. Contact

For questions about these Terms or to exercise any rights described herein, contact us at support@relayclear.com.