Privacy Policy

Last updated: 1 November 2026

Relay ("Relay", "we", "us") is an app that makes phone calls on your behalf using an automated AI assistant, for example booking a restaurant abroad or getting a quote from a local business. This policy explains what personal data we collect, why, who we share it with, and the choices you have. We've tried to keep it in plain English.

1. The short version

• We collect the account and call details we need to place calls for you.
• Every call opens by clearly disclosing that it is an AI assistant calling on your behalf.
• Calls are recorded so Relay can deliver and verify the result, diagnose failures and keep the service safe. Our voice provider, Vapi, keeps eligible call recordings and transcripts for up to 14 days and then deletes them; a provider error can delay deletion, and we do not claim deletion until it is confirmed. This does not necessarily cover audio, call logs or metadata that our telephone carrier (Twilio) or other providers keep under their own policies. Written transcripts are kept until you delete your account.
• We use trusted service providers (listed below) to place calls and run the app. Some are outside the UK/EU.
• You can choose, per call, to let us pass your phone number to the business: off unless you switch it on, and only given if they ask.
• We never sell your data, and we don't use it for advertising or tracking.
• You can delete your Relay account and the personal content held in Relay at any time from inside the app. Provider deletion requests may finish afterwards, and processors may retain limited records where required by law or their service obligations.

2. What we collect

Relay AI Support

When you use Relay AI Support, Relay sends Anthropic the message you submit, up to 40 earlier customer-visible messages in that case, Relay's support guidance, and the bounded call or credit facts needed to answer. Those facts can include the business name, task and language, call status and duration, outcome, retry count, whether a transcript or recording exists, and whether a credit was returned. They do not include call audio, transcript text, phone numbers or another customer's data. We do not opt these API messages into AI-model training.

Relay AI Support can answer product questions and explain the structured facts it can see. It cannot approve refunds, move credits or investigate a recording. A complaint, refund request, privacy or recording concern, disputed action, legal issue, or anything the AI is unsure about is sent to Relay's support team automatically; you can also send any case to the team yourself. The team receives the conversation so far and the relevant case details. Escalation does not promise that a person has already read the case or that a reply will arrive by a particular time.

3. The person you call, and call recording

When Relay places a call, the assistant's first words disclose that it is an automated AI assistant calling on behalf of a customer, and that the call may be recorded. If the person does not wish to speak with an AI, the assistant apologises and ends the call. We record calls to deliver and verify the result, decide whether a call credit should be returned, diagnose failures, and keep the service safe and accurate. We do not use the audio recordings to train AI models or for general product-improvement analysis. Written transcripts and structured outcomes may be used to operate Relay, investigate problems and improve its reliability.

If you answer a Relay call. MES Genesis Co Ltd is the controller of the personal data about you in the call: your voice, what you say, and your business name and number as given to us by the customer who asked us to call. We use them to place and carry out the call, to give the customer the result, to check and diagnose the call and decide whether a call credit should be returned, and to keep the service safe and accurate. Our legal basis is our legitimate interests in providing the calling service our customers ask for, weighed against your rights; this is why every call says it is an AI and may be recorded, and why the assistant ends the call if you object. To ask for a copy of your data, to have it deleted, or to object to our use of it, email support@callwithrelay.com with the date and time of the call and the number we called. You can also complain to the UK Information Commissioner's Office (ico.org.uk) or your local data protection authority.

Sensitive requests. Some customers ask Relay to call about sensitive matters, such as health. Until the person who answers has confirmed that Relay has reached the right business, the assistant is instructed to describe the call only as “an enquiry on behalf of a customer” and not to state the sensitive details. This is a safeguard against a wrong number, not a guarantee, and Relay is an automated assistant that can make mistakes.

Our voice provider, Vapi, keeps eligible call recordings and transcripts for up to 14 days and then deletes them. Starting six days after a call, an automated job also asks Vapi to delete its copy sooner and clears Relay's recording link; it retries failures and records deletion only when Vapi confirms it, or repeatedly confirms that the call is no longer present. We cannot promise that every provider copy is gone earlier than the provider's 14-day period: a provider error or refusal may require manual follow-up and may make deletion take longer. This applies to the content Vapi stores for the call. It does not necessarily cover audio, call logs or metadata that our telephone carrier (Twilio) or other providers keep under their own policies. The written transcript and outcome we hold are kept until you delete your account.

4. Sharing your phone number with a business

Many businesses will not hold a booking without a contact number. You can choose, for each individual call, to let the assistant pass on your phone number. This is off unless you switch it on, it resets for every new call, and the assistant will only give the number out if the business asks for it, and it never volunteers it. If you don't switch it on, the assistant refuses to give out any number and offers to have you contact them directly instead. Your number is stored with that single call request and is deleted when you delete your account.

5. Why we're allowed to use your data (legal bases)

• To provide the service you asked for (placing calls, managing credits, showing results): performance of our contract with you.
• To keep the service secure, reliable and lawful, and to improve it: our legitimate interests, balanced against your rights.
• To call the businesses and people you ask us to call, and to deliver and check the result: our legitimate interests (see section 3).
• Where required by law, for example keeping basic transaction records.

6. Who we share data with (our service providers)

We use a small number of trusted companies ("processors") to run Relay. They may only use your data to provide their service to us:

To run each call, Vapi uses speech-recognition and speech-synthesis providers. Currently these are Deepgram (speech-to-text, all languages) and, for text-to-speech, Cartesia (English calls) and Microsoft Azure (other languages).

Some of these providers are located outside the UK and EU. Where your data is transferred internationally, we rely on appropriate safeguards such as the UK/EU Standard Contractual Clauses. We do not sell your personal data and do not use it for cross-app advertising or tracking.

7. How long we keep it

• Call recordings and provider-held transcripts: kept by our voice provider (Vapi) for up to 14 days, then deleted; an earlier deletion request is sent from day 6, and failed or refused provider deletions are retried or flagged for manual follow-up and can take longer. This does not necessarily cover audio, logs or metadata held by our telephone carrier (Twilio) or other providers under their own policies.
• Transcripts, translations and outcomes: kept until you delete your account.
• Support messages and case details: kept while your account is active. The message, relevant earlier messages and structured call or credit details are sent to Anthropic's commercial API to generate a reply. Under Anthropic's standard API terms, API inputs and outputs are deleted from its systems within 30 days, except where a different retention agreement applies or longer retention is needed for safety or legal reasons.
• Account & call-request data: kept while your account is active.
• Purchase/transaction records: kept as required for tax and accounting.

8. Your rights

Under UK/EU data protection law you can ask to access, correct, delete, or export your data, object to certain processing, or withdraw consent. You can:

• Delete your Relay account and content: Settings → Delete account immediately removes your account, calls, transcripts, support conversations and stored recording links from Relay's database. Relay asks Vapi to delete provider call records before deletion where possible and queues any unconfirmed deletion to retry afterwards. Relay does not directly delete Twilio network records, Apple or RevenueCat transaction records, or other processor records; those providers may retain limited data under their own service, security and legal obligations. De-identified anti-abuse and support-audit events, and transaction records we must keep for tax, accounting or legal reasons, may also remain.
• Contact us at support@callwithrelay.com for any other request. We respond within one month.

You also have the right to complain to the UK Information Commissioner's Office (ico.org.uk) or your local data protection authority.

9. Age and children

Relay is for adults. You must be 18 or over to create an account or use Relay. We do not knowingly collect personal data from anyone under 18. If you think a child under 18 has an account, email support@callwithrelay.com and we will delete the account and its data.

10. Changes to this policy

If we make significant changes we'll update this page and, where appropriate, let you know in the app. The "last updated" date above always reflects the current version.

11. Contact

Questions about your privacy? Email support@callwithrelay.com.