Version 2026-05-13.2 · Effective May 13, 2026
These Terms of Service ("Terms") govern your use of the Relay platform ("Service") operated by Sandy Brook DevWorks LLC ("SandyBrook," "we," "us," or "our"). By accessing or using the Service, you agree to be bound by these Terms.
You must be at least 18 years old and capable of forming a binding contract to use the Service. By using the Service, you represent that you meet these requirements.
You must sign in using a supported authentication method (Google, email/password, or passkey). You are responsible for maintaining the security of your account and for all activities that occur under your account.
The Service uses generative AI (Google Vertex AI / Gemini Live) to transcribe, summarize, and classify phone calls. AI output can be inaccurate, incomplete, or misleading. You are solely responsible for:
You may not configure, prompt, or otherwise use the Service to collect, process, or store Sensitive Data. "Sensitive Data" includes, without limitation:
The Service is not certified for HIPAA, PCI-DSS, or GLBA use. If a caller discloses Sensitive Data during a call, you are responsible for handling the resulting recording and transcript in accordance with applicable law.
Relay is a message-taking receptionist, not a decision-making system. You agree not to use the Service for any High-Risk Activity, including:
Violation of this section is a material breach of these Terms. See Section 15 (Termination) for the consequences.
The Service records every call handled on your behalf and stores the audio recording and AI-generated transcript according to the retention window configured on your tenant (Settings → Retention; default 90 days). The numbers you provision through Relay are voice-only; inbound SMS to those numbers is silently dropped at the carrier and never processed by the Service.
Before each call reaches the AI assistant, the Service plays a disclosure message informing the caller that the call may be recorded and that an AI assistant will handle it. You are nonetheless responsible for complying with all applicable federal, state, and local laws regarding call recording and consent, including but not limited to all-party-consent jurisdictions.
You are responsible for informing your own employees, contractors, and any other downstream stakeholders that call audio and transcripts are stored by the Service and may be reviewed by you, your designated recipients, or our sub-processors.
To deliver the Service, we use the following sub-processors. By using the Service, you acknowledge and agree that call audio, transcripts, and related metadata may be transmitted to and processed by:
Core (always active)
Optional (activated by you)
You agree to follow each sub-processor's acceptable-use policy as it applies to the portion of the Service it supports. We may update this list from time to time; material changes will result in a new version of these Terms and a re-acceptance prompt on next login.
You agree not to use the Service to:
The Service, including its design, software, and documentation, is owned by SandyBrook and protected by intellectual property laws. You retain ownership of your data, including call recordings, transcriptions, and business information you provide.
Your use of the Service is also governed by our Privacy Policy. By using the Service, you consent to the collection and use of your information as described therein.
Relay is delivered as a best-effort service. We do not offer a contractual SLA with service credits at this time, but we commit to the following operational targets:
Uptime target: 99.5% monthly for the core voice-call pipeline (the Twilio inbound
webhook, the AI bridge, and post-call enrichment), calculated as
(total_minutes − downtime_minutes) / total_minutes over a
calendar month. 99.5% allows for roughly 3.6 hours of unplanned downtime per month. Downtime upstream of
Relay — a Twilio outage, a Vertex AI degradation, a Cloud Run regional incident — counts against this
target.
Scheduled maintenance is excluded from the uptime calculation. We aim to schedule maintenance windows outside US business hours and to give at least 24 hours of notice via email to active tenants for any window expected to exceed 5 minutes.
Support response: 2 business days for normal-priority requests submitted to support@sandybrook.io. Business days are Monday–Friday excluding US federal holidays. We aim to acknowledge issues that block usage (billing or authentication failures, integration outages) within 1 business day.
Status communications. Outage notices are posted by email to affected tenants and on the dashboard. A public status page is on the roadmap.
No service credits. As a pre-V1 product, Relay does not issue automatic refunds for missed targets. If you experience material downtime that affected your business, contact us and we'll resolve it on a case-by-case basis — we'd rather make individual customers whole than commit to a credit formula we can't underwrite yet.
We may modify, suspend, or discontinue the Service (or any part of it) at any time. Material changes will be communicated to active tenants by email at least 30 days in advance where practicable.
To the maximum extent permitted by law, SandyBrook shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, or business opportunities, arising out of or related to your use of the Service.
The Service is provided "as is" and "as available" without warranties of any kind, whether express or implied, including but not limited to implied warranties of merchantability, fitness for a particular purpose, and non-infringement. AI output is probabilistic and may be incorrect.
You agree to indemnify and hold harmless SandyBrook, its officers, directors, employees, and agents from any claims, damages, losses, or expenses (including reasonable attorneys' fees) arising out of your use of the Service or violation of these Terms.
We may suspend or terminate your access to the Service at any time, with or without cause or notice. Upon termination, your right to use the Service ceases immediately. You may request deletion of your data upon account termination.
Immediate termination for Prohibited Uses. Configuring the Service for any High-Risk Activity listed in Section 5 — including medical triage, emergency response, automated decisions about individuals (credit, hiring, tenant screening, insurance, benefits, or educational admissions), life-support systems, or nuclear facilities — constitutes a material breach. We may suspend or terminate the account immediately and without prior notice upon discovering such use, retain or delete associated data as required by law, and refuse to provide refunds for the remainder of the billing cycle.
These Terms are governed by and construed in accordance with the laws of the State of Texas, without regard to its conflict of law provisions.
We reserve the right to modify these Terms at any time. Material changes are published with a new version number; on your next login you will be asked to review and re-accept the updated Terms before continuing to use the Service.
If you have questions about these Terms, contact us at legal@sandybrook.io.
Sandy Brook DevWorks LLC