Terms of Service

1. Eligibility

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.

2. Account Registration

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.

3. AI-Generated Output — Your Responsibility to Review

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:

• Reviewing AI-generated transcripts, summaries, and urgency classifications before acting on them.
• Verifying caller identity and the accuracy of any facts extracted from a call before relying on them.
• Any decisions, actions, or communications you take in reliance on AI output.

4. Sensitive Data — Prohibited

You may not configure, prompt, or otherwise use the Service to collect, process, or store Sensitive Data. "Sensitive Data" includes, without limitation:

• Protected Health Information (PHI) as defined under HIPAA.
• Payment card data (PCI), bank account numbers, or other financial account credentials.
• Social Security Numbers, driver's license numbers, passport numbers, or other government identifiers.
• Consumer report data regulated by the Fair Credit Reporting Act (FCRA).
• Biometric identifiers, precise geolocation, or categories of data considered sensitive under applicable data-protection law (e.g., GDPR Article 9 categories).

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.

5. Prohibited Uses

Relay is a message-taking receptionist, not a decision-making system. You agree not to use the Service for any High-Risk Activity, including:

• Operation of nuclear facilities, aircraft navigation or air-traffic control, weapons systems, or other activities where failure of the Service could lead to death, personal injury, or severe environmental damage.
• Life-support or life-sustaining systems, or any use where the Service's output is relied on to preserve human life.
• Medical advice, clinical triage, diagnosis, or any use case covered by HIPAA.
• Emergency services, crisis hotlines, life-safety calls, or 911 handling.
• Legal advice or any activity requiring a licensed attorney–client relationship.
• Fully automated decisions about individuals that produce legal or similarly significant effects, including credit decisions, hiring or employment decisions, tenant or rental-applicant screening, insurance eligibility, benefits eligibility, or educational admissions.
• Activities regulated by HIPAA, GLBA, FCRA, FERPA, or similar domain-specific statutes.
• Deceptive impersonation of a real human, political or electioneering outreach designed to mislead, or any use that violates applicable law.

Violation of this section is a material breach of these Terms. See Section 15 (Termination) for the consequences.

6. Call & SMS Recording, Storage, and Consent

The Service records every call handled on your behalf and stores the audio recording and AI-generated transcript for the duration of your plan's retention period. 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.

SMS: outbound transactional only. When the SMS add-on is active, the Service sends outbound SMS from a single Sandy Brook–operated number for two purposes: (a) transactional alerts to phones you yourself add and verify in the dashboard (new message, urgent message, daily summary, appointment booked); and (b) appointment booking confirmations to callers, sent only after the Receptionist verbally asks the caller if they would like a confirmation text and the caller agrees. The Service records the caller's verbal opt-in (timestamp, originating call SID) before sending. If the appointment is later canceled from the dashboard, the Service may send one cancellation message to that caller.

All outbound SMS goes out under Sandy Brook's 10DLC campaign registered with The Campaign Registry for the “Customer Care” / mixed transactional use case. Every message includes opt-out language (“Reply STOP to opt out”) where required. The Service automatically honors STOP, UNSUBSCRIBE, CANCEL, QUIT, and END via Twilio Advanced Opt-Out — opt-outs apply to the Sandy Brook number across tenants, so a recipient who opts out will not receive further Relay messages on behalf of any business.

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.

7. Sub-processors

To deliver the Service, we use the following sub-processors. By using the Service, you acknowledge and agree that call audio, transcripts, outbound SMS bodies, and related metadata may be transmitted to and processed by:

• Twilio, Inc. — voice telephony, call origination/termination, media streaming, and outbound SMS delivery (notifications + booking confirmations) over Sandy Brook's 10DLC campaign.
• Google LLC (Vertex AI / Gemini Live) — real-time speech recognition, natural language understanding, text generation, and text-to-speech.
• Google LLC (Google Cloud Platform) — hosting, storage, logging, and infrastructure.
• Stripe, Inc. — subscription billing, payment processing, and invoicing.
• Brevo (Sendinblue SAS) — transactional email delivery for call summaries and notifications.

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.

8. Acceptable Use

You agree not to use the Service to:

• Violate any applicable law, regulation, or third-party rights.
• Transmit unlawful, harassing, abusive, or fraudulent content.
• Interfere with or disrupt the integrity or performance of the Service.
• Attempt to gain unauthorized access to the Service or its related systems.
• Use the Service for any purpose that is deceptive, misleading, or harmful to callers.
• Use the SMS add-on for any purpose other than (a) transactional alerts to recipients you yourself added and verified in your dashboard, or (b) appointment booking confirmations sent to callers who verbally opted in during a Receptionist call. Marketing, promotional, broadcast, or campaign SMS is prohibited; soliciting or purchasing end-user phone numbers from third parties to message them through the Service is prohibited. Tenant-provisioned numbers are voice-only and cannot originate SMS at all.
• Configure the AI assistant to ignore, override, or circumvent opt-out keywords (STOP, UNSUBSCRIBE, CANCEL, QUIT, END) or otherwise continue messaging a recipient who has opted out.
• Configure replies that contain content prohibited by carrier or CTIA messaging guidelines — for example, illegal or regulated substances (SHAFT-C: sex, hate, alcohol, firearms, tobacco, cannabis), high-risk financial offers, or age-gated material outside an explicitly approved campaign.

9. Intellectual Property

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.

10. Data and Privacy

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.

11. Service Availability

We strive to maintain high availability but do not guarantee uninterrupted access to the Service. We may modify, suspend, or discontinue the Service (or any part of it) at any time, with or without notice.

12. Limitation of Liability

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.

13. Disclaimer of Warranties

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.

14. Indemnification

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.

15. Termination

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.

16. Governing Law

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.

17. Changes to These Terms

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.

18. Contact Us

If you have questions about these Terms, contact us at legal@sandybrook.io.