Privacy Policy

Relay (meetrelay.co) is an AI customer support service for online stores, operated by The Brand Monarchy ("we", "us"). This policy explains what data we collect when you use Relay, why we collect it and what we do with it.

For data about your store's customers, you (the merchant) are the controller and we act as your processor: we handle that data only to provide Relay to you, following your instructions and settings.

Account data. Your name, email address, password (stored hashed by our authentication provider) or Google sign-in profile, your team members and their roles.

Business data. Your store name, website address, the content of your website pages and documents you add to your knowledge base, your AI settings and instructions.

Email data. When you connect Gmail, we read the messages in the folders you choose to sync (subject, sender, recipients, date and body) so Relay can show them as support tickets and draft or send replies from your mailbox.

Store data. When you connect Shopify, we read orders, fulfillment and tracking details, and customer information linked to the people who write to you. If you allow it, Relay can issue refunds, create discount codes, cancel orders or update shipping addresses within the limits you set.

Billing data. Your plan and subscription status. Payment card details are handled by Stripe and never reach our servers.

Usage data. Basic technical logs (IP address, browser, pages visited and errors) used to keep the service secure and working.

• To run Relay: sync your inbox, answer and route tickets, look up orders and carry out the actions you allow.
• To generate replies with AI models based on your knowledge base, settings and the conversation.
• To bill you, provide support and send you service notifications.
• To secure the service, prevent abuse and fix problems.

We do not sell personal data, we do not use it for advertising, and we do not use your or your customers' data to train AI models.

Relay's use and transfer of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements.

• We use Gmail data only to provide the support inbox features you see in Relay: showing conversations, drafting replies and sending the replies you or your settings approve.
• We do not transfer Gmail data to third parties except to provide those features (for example, the AI model provider that drafts a reply), to comply with law, or as part of a merger or acquisition with notice to you.
• We do not use Gmail data for advertising, and we do not allow humans to read it unless you ask us to for support, it is needed for security or legal reasons, or the data has been aggregated and anonymized.
• We do not use Gmail data to train generalized AI or machine learning models.

You can disconnect Gmail at any time in Settings, which revokes our access token. You can also remove Relay's access from your Google Account permissions page.

Relay accesses your Shopify store only through the permissions you approve during installation. Uninstalling Relay from Shopify, or disconnecting it in Settings, removes our access token. We respond to Shopify's customer data requests and redaction requests, and we delete store data when a shop is closed or redacted.

We rely on a small number of providers to run Relay:

• Supabase for our database, authentication and file storage.
• Our hosting provider for the web application and background workers.
• OpenRouter and the AI model providers it routes to, to analyse websites and draft replies.
• Firecrawl to read the pages of your website for your knowledge base.
• Stripe for payments and subscriptions.
• Google (Gmail API) and Shopify, when you connect them.

These providers process data on our behalf under contracts that require them to protect it. Some of them process data outside your country, including in the United States.

We keep your data while your account is active. When you disconnect an integration we stop syncing and delete its access tokens. Support conversations and AI action logs are deleted automatically 24 months after their last message, and all customer data of a Shopify store is deleted 48 hours after the store uninstalls Relay. When you close your account, we delete your data within 30 days, except what we must keep for legal, tax or accounting reasons. Backups expire on a rolling basis.

Data is encrypted in transit. Access to each store's data is restricted to that store's team, OAuth tokens are only readable by our servers, and every action Relay takes in your store is logged in your dashboard. No system is perfectly secure, and we will notify you without undue delay if a breach affects your data.

Depending on where you live, you can ask to access, correct, export or delete your personal data, or object to how we use it. Write to us at support@meetrelay.co and we will answer within 30 days.

If you are a customer of a store that uses Relay, please contact that store first: they decide how your data is used, and we will help them handle your request.

We may update this policy as Relay evolves. We will post the new version here and tell you by email or in the app when changes are significant. Questions about privacy: support@meetrelay.co.