Terms of Service

These Terms of Service (“Terms”) govern your access to and use of the AvenRelay platform, the web application and dashboard (app.avenrelay.com), the embeddable website chat widget, and any related services (together, the “Service”), provided by the team behind AvenRelay (“AvenRelay”, “we”, “our”, or “us”).

By creating an account, accessing, or using the Service, you agree to be bound by these Terms. If you use AvenRelay on behalf of a company, organization, or other entity (“Organization”), you represent and warrant that you are authorized to bind that Organization to these Terms, and “you” refers to the Organization.

We may update these Terms from time to time. When we make material changes, we will post the updated Terms on this page with a revised date. Your continued use of the Service after changes take effect constitutes acceptance of the updated Terms.

AvenRelay is an AI-powered customer support platform. It brings customer conversations into one shared workspace, so teams can manage messages across the channels they connect — including the website chat widget, email, Telegram, and, as they are rolled out, Meta messaging channels (WhatsApp, Messenger, and Instagram). The platform includes AI support agents that answer using each Organization's knowledge base, human handover, and an optional developer API.

Certain channels and features may be introduced or retired over time. We may add, change, or discontinue parts of the Service at any time, provided that material changes are reflected in these Terms or announced to affected accounts.

To use the dashboard and administrative features, you must register an account. Account authentication is powered by Clerk.

• You must provide accurate, current, and complete registration information and keep it up to date.
• You are responsible for maintaining the confidentiality of your credentials and for all activity that occurs under your account or Organization workspace.
• You must notify us promptly of any unauthorized use of your account or other security breach.
• You must be at least 18 years old, or the age of legal majority in your jurisdiction, to enter into these Terms.
• An Organization's workspace belongs to that Organization. Its administrators control workspace access, members, and settings.

You agree not to misuse the Service or help anyone else to do so. In particular, you will not:

• Use the Service for any unlawful, harmful, fraudulent, or malicious purpose, or to transmit harmful code, spam, or infringing content.
• Attempt to gain unauthorized access to the Service, our systems, other accounts, or the data of other users.
• Attempt to bypass security controls, rate limits, or credit guards.
• Reverse engineer, decompile, disassemble, or attempt to extract the source code of the Service or its widget scripts.
• Exceed the usage, conversation, or AI credit limits of your plan, or otherwise place an unreasonable burden on the Service.
• Use the Service to process regulated data (such as protected health information subject to HIPAA, or payment card data) other than through channels and features designed for it.

You retain all right, title, and interest in your Customer Content — including conversations, contacts, knowledge base documents, and any other data you upload to, or process through, the Service. You are responsible for the lawfulness, accuracy, and quality of that content, and for the instructions you give to us about it.

To provide the Service, we process your Customer Content on your behalf — for example to store it, route it across connected channels, and send relevant context to the AI providers you use. We do not own your Customer Content, and we use it only as necessary to provide the Service and as described in our Privacy Policy.

If you receive feedback or suggestions from us about improvements, they are our input; conversely, if you send us feedback, suggestions, or ideas about the Service, you grant us a perpetual, royalty-free license to use them to improve the product. We will not use your Customer Content to train general-purpose third-party foundation models.

AvenRelay lets you connect messaging channels so conversations can be managed from one inbox. For each connected channel, you are responsible for:

• Complying with the terms, policies, and messaging rules of the applicable platform (including Meta's Business Messaging and WhatsApp policies, Telegram's terms, and email provider rules) and any applicable consent and privacy obligations for people you message.
• The content of messages you send and the way you use the channel for your business.
• Keeping channel credentials current and secure, and revoking or disconnecting channels you no longer want connected.
• Complying with applicable law on any website where you install the AvenRelay widget (including cookie or consent requirements).

Connected channels remain governed by the third party that operates them. AvenRelay is not responsible for outages, policy changes, or actions taken by those platforms, and data handled by them is subject to their own terms and privacy practices.

The Service relies on third-party services to function, including Google Gemini for AI responses and knowledge embeddings, Clerk for authentication, Paddle for billing, and Vapi for the voice assistant. These services have their own terms, and your use of the Service through them is also subject to those terms.

• AI accuracy — AI-generated responses can include errors or hallucinations. You are responsible for reviewing and supervising your AI agents, and for any handover rules you configure.
• AI limits — AI requests are subject to plan limits, credit balances, and rate limits. Requests that exceed available capacity may be rejected or queued.

AvenRelay offers a Free plan along with paid plans that are billed in advance on a monthly basis. Billing and payment processing are handled byPaddle, which acts as the merchant of record. Payment card numbers are processed by Paddle and are never received or stored by AvenRelay.

• Paid subscriptions renew automatically at the end of each billing period unless they are cancelled before renewal.
• You may cancel your subscription at any time from your billing settings or the customer portal; cancellation takes effect at the end of the current paid period.
• Fees are non-refundable except as expressly required by applicable law.
• Accounts with past-due balances may have paid features temporarily suspended until payment is recovered.
• We may offer trials or promotional periods at our discretion, subject to the applicable terms at the time.

Each plan includes limits on usage, such as conversations per month and AI credits. We enforce these limits to keep the Service reliable and fair. We may monitor, meter, and rate-limit usage, and we may suspend or throttle automated or excessive activity that exceeds the limits of your plan.

All right, title, and interest in and to the AvenRelay platform, its code, architecture, design, documentation, and trademarks belong to AvenRelay and its licensors. Subject to these Terms, we grant you a limited, non-exclusive, non-transferable, revocable license to use the Service for your internal business operations during your subscription (or, for the Free plan, while you use the Service).

You may stop using the Service and delete your account at any time. We may suspend or terminate your access to the Service if you breach these Terms, violate our acceptable use rules, fail to pay subscription fees, pose a risk to the Service or other users, or if required by law.

On termination, your right to access the dashboard and widget APIs ceases, and workspace data will be processed (including deletion) in line with our data handling practices described in the Privacy Policy and Data Deletion pages.

We work to keep the Service available and reliable, but we do not guarantee that it will be uninterrupted or error-free. We may perform maintenance, and the Service may be temporarily unavailable. Unless otherwise agreed in writing, we do not offer a service-level guarantee.

THE SERVICE IS PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASIS, WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, STATUTORY, OR OTHERWISE. TO THE FULLEST EXTENT PERMITTED BY LAW, AVENRELAY DISCLAIMS ALL WARRANTIES, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT.

TO THE MAXIMUM EXTENT PERMITTED BY LAW, IN NO EVENT SHALL AVENRELAY OR ITS CONTRIBUTORS BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, PUNITIVE, OR EXEMPLARY DAMAGES, INCLUDING LOSS OF PROFITS, REVENUE, DATA, OR GOODWILL, ARISING OUT OF OR IN CONNECTION WITH THE SERVICE OR THESE TERMS.

AVENRELAY'S TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATING TO THESE TERMS OR THE SERVICE SHALL NOT EXCEED THE TOTAL AMOUNTS YOU HAVE ACTUALLY PAID FOR THE SERVICE IN THE TWELVE (12) MONTHS PRECEDING THE EVENT GIVING RISE TO LIABILITY.

To the extent permitted by law, you will defend, indemnify, and hold harmless AvenRelay and its contributors and agents from and against any claims, damages, losses, and expenses arising out of: (a) your use of the Service; (b) your Customer Content; (c) your connection to and use of third-party channels; or (d) your breach of these Terms or applicable law.

We may revise these Terms from time to time. Material changes will be posted on this page with a revised date, and where appropriate we will provide notice to accounts. Your continued use of the Service after changes take effect constitutes acceptance of the updated Terms. If you do not agree to the updated Terms, you should stop using the Service.

If you have questions about these Terms, please contact us at hello@avenrelay.com or through the contact page.