Terms of Service – Relatide

These Terms of Service ("Terms") govern your access to and use of Relatide's AI-powered customer relationship platform ("Service"). By using our Service, you agree to be bound by these Terms.

1. Acceptance of Terms

By accessing or using Relatide, you agree to comply with and be bound by these Terms of Service and our Privacy Policy. If you do not agree to these Terms, please do not use our Service.

2. Description of Service

Relatide provides an AI-powered platform for managing customer relationships, including:

• AI conversation memory and analysis
• Customer interaction tracking across multiple channels
• Automated customer engagement and scheduling
• Voice AI assistant capabilities
• Data analytics and insights

3. Voice AI and Call Recording

3.1 Use of AI Voice Services

You acknowledge and agree that:

• Relatide uses artificial intelligence voice assistants to communicate with customers via telephone
• Our AI assistants can make outbound calls and receive inbound calls on behalf of Relatide users
• AI assistants are designed to provide customer service, scheduling, account management, and other business communications
• While our AI is highly capable, it may not always understand complex requests or unusual situations

3.2 Call Recording Consent

By using Relatide's voice services, you acknowledge and agree that:

• Calls with our AI assistant may be recorded for quality assurance, training, and service improvement
• Before each call is recorded, you will receive verbal notification from our AI assistant and an opportunity to opt out
• Verbal notification and consent on each call is required regardless of this Terms of Service agreement
• This agreement does not substitute for call-by-call consent requirements under Australian law

3.3 Recording Opt-Out

You have the right to refuse or withdraw consent to call recording:

• To opt out of call recording, you may say "I don't consent to recording", "stop recording", or similar statements at any time during a call
• If you opt out, we will immediately stop recording and delete any previously recorded portion of that specific call within 24 hours
• We will continue to provide service without recording if you choose to opt out
• Opting out of recording does not affect your access to or use of our Service

3.4 Data Usage

Call recordings and transcripts may be used for the following purposes:

• Quality assurance and training: Reviewing calls to improve AI performance and service quality
• Service improvement: Analyzing interactions to enhance features and user experience
• Account verification: Confirming customer identity and account details when necessary
• Dispute resolution: Resolving disagreements or complaints about service interactions
• Legal compliance: Meeting regulatory requirements and responding to lawful requests
• Security: Detecting and preventing fraud, abuse, or security incidents

We will not sell or share your call recordings with third parties for marketing or advertising purposes. See our Privacy Policy for complete details on data usage.

3.5 Data Retention

Call recordings are subject to the following retention policies:

• Call recordings are retained for 6 months unless you request earlier deletion
• After 6 months, recordings are automatically deleted from our active systems
• You may request deletion of your recordings at any time by contacting privacy@relatide.com
• Anonymized or aggregated data derived from recordings may be retained indefinitely for analytical purposes

3.6 Australian Privacy Law Compliance

Our call recording practices comply with Australian privacy and telecommunications laws, including:

• Privacy Act 1988 (Cth) and Australian Privacy Principles
• State-based Surveillance Devices Acts in all Australian jurisdictions
• Telecommunications Act 1997 and related regulations

For more detailed information about our privacy practices, see our Privacy Policy.

4. User Responsibilities

When using Relatide, you agree to:

• Provide accurate and complete information
• Maintain the security of your account credentials
• Use the Service in compliance with all applicable laws and regulations
• Not use the Service for any unlawful, harmful, or fraudulent purposes
• Not attempt to interfere with, disrupt, or breach the security of the Service
• Respect the privacy and rights of other users

5. Intellectual Property

All content, features, and functionality of the Relatide platform are owned by Relatide and are protected by intellectual property laws. You may not:

• Copy, modify, or create derivative works of our platform
• Reverse engineer or attempt to extract source code
• Remove or alter any copyright, trademark, or proprietary notices
• Use our intellectual property without explicit written permission

6. Limitation of Liability

To the maximum extent permitted by law:

• Relatide is provided "as is" without warranties of any kind
• We do not guarantee uninterrupted or error-free service
• We are not liable for any indirect, incidental, consequential, or punitive damages
• Our total liability shall not exceed the amount you paid us in the 12 months prior to the event giving rise to liability

Nothing in these Terms excludes or limits our liability for fraud, gross negligence, or any liability that cannot be excluded by law.

7. Termination

We may suspend or terminate your access to Relatide at any time for violation of these Terms or for any other reason. You may terminate your account at any time by contacting us. Upon termination, your data will be handled in accordance with our Privacy Policy.

8. Governing Law

These Terms are governed by the laws of Australia. Any disputes arising from these Terms or your use of Relatide shall be subject to the exclusive jurisdiction of the courts of Australia.

9. Changes to Terms

We may update these Terms from time to time. Any changes will be posted on this page with a revised "Last updated" date. Continued use of our Service after changes are posted constitutes your acceptance of the modified Terms.

Contact Us

If you have any questions about these Terms of Service, please contact us at:

📧 relatideteam@gmail.com