Relay Privacy Policy
Last updated: Feb 11, 2026
Relay (“Relay,” “we,” “us,” or “our”) provides a field service management platform, including mobile and web applications, for service organizations and their teams (the “Service”).
This Privacy Policy explains how we collect, use, and protect information when you use Relay.
1. Information We Collect
We collect information necessary to provide and operate the Service.
Information You Provide
- Account information such as name, email address, mobile phone number, and organization details
- Job, schedule, customer, and operational data entered by users
- Messages and communications sent within the Service
- Information you provide when contacting support
Information Collected Automatically
- Usage data related to how the Service is accessed and used
- Device and log information (such as IP address, browser type, and timestamps)
- Diagnostic and performance data used to maintain and improve the Service
We do not knowingly collect sensitive personal data such as government IDs, health information, or biometric data.
2. How We Use Information
We use information solely for legitimate business purposes, including to:
- Provide, operate, and maintain the Service
- Enable scheduling, routing, job management, and internal communication
- Send transactional SMS messages related to service appointments, including confirmations, schedule updates, technician arrival notifications, invoice notifications, and payment confirmations
- Communicate with users about the Service
- Provide customer support
- Improve product functionality and performance
- Maintain security, prevent fraud, and ensure system integrity
- Comply with applicable legal obligations
We do not use personal information for advertising or tracking purposes.
3. Sharing of Information
We may share information in the following limited circumstances:
Service Providers
We use trusted third-party service providers (such as hosting, analytics, authentication, payment processors, and SMS delivery providers including Twilio) strictly to support operation of the Service. These providers may access information only as necessary to perform services on our behalf.
Within Your Organization
Information entered into the Service is visible to other authorized users within the same organization, consistent with the Service's functionality.
Legal Requirements
We may disclose information if required to do so by law, regulation, or legal process, or to protect the rights, safety, or property of Relay or others.
Business Transfers
If Relay is involved in a merger, acquisition, or asset sale, information may be transferred as part of that transaction, subject to applicable law.
We do not sell personal information.
4. Data Retention
We retain information for as long as necessary to provide the Service, comply with legal obligations, resolve disputes, and enforce agreements. Information may be retained after account deactivation where required for these purposes.
5. Security
We use commercially reasonable administrative, technical, and organizational safeguards to protect information. However, no system can be guaranteed to be 100% secure.
6. Children's Privacy
Relay is intended for business use and is not directed to children. We do not knowingly collect personal information from individuals under the age of 16.
7. Your Choices
You may update or correct your account information through the Service. You may also contact us to request access to or deletion of your personal information, subject to applicable law and legitimate business requirements.
If you receive SMS messages through a business using Relay, you may opt out at any time by replying STOP to any message. For help, reply HELP. Message frequency varies. Message and data rates may apply.
8. International Use
Relay is operated from the United States. If you access the Service from outside the United States, your information may be processed in the United States or other jurisdictions where our service providers operate.
9. Changes to This Policy
We may update this Privacy Policy from time to time. We will update the “Last updated” date when changes are made. Continued use of the Service after changes become effective constitutes acceptance of the updated policy.
10. Contact Us
If you have questions about this Privacy Policy or our data practices, contact us at: