Terms
The deal, in the fewest words we can manage. If you would rather ask a question than read it, email us.
Last updated 12 November 2026.
1Who you are agreeing with
ChatRelay is a product of SDAN LTD, a studio registered in England and Wales. In these terms, "we" and "us" means SDAN LTD, and "you" means the business using the service.
SDAN LTD is registered in England and Wales, company number 17147199, at 128 City Road, London, EC1V 2NX.
These terms are for businesses. ChatRelay is not sold to consumers, so the consumer rights that would otherwise apply do not.
2What the service is
We give you a chat box for your website. When somebody uses it, we deliver their message to a destination you choose, such as Telegram, Slack, Discord, WhatsApp, email or our app. When you reply there, we deliver your reply back to them on your website.
There is no dashboard to answer from: enquiries come to you. On the Team plan, managers also get numbers and settings for their account in the app, and can sign in members of staff, who can read and answer enquiries and change nothing. You can sign a phone or a browser in to the ChatRelay app, on iPhone or at chatrelay.co.uk/app, with a code we send to the destination you already receive enquiries on, to read your conversations back and reply from there.
We handle the messages that arrive through the sources you switch on, and nothing else. We do not read your Telegram, your Slack, your inbox or your social accounts, and clause 8 says what that means for us.
3Trial and payment
- The first fortnight is free. We do not ask for a card to start.
- After that it is £29 a month for one location on Relay, £79 on Rota or £149 on Team, less for each location from two and again from five, plus whatever options you have turned on. Team includes every option, so nothing is added to it. A location means a place with its own phone and its own people answering.
- What you pay is worked out from the price list on our website for what your account is running when you add a card, and /billing shows it to you before you pay. Nothing is added to it, and there is no setup fee.
- We bill in advance by card, monthly or yearly as you choose. On the Team plan you can pay by invoice instead: monthly, and due thirty days after it is sent. If a payment fails we will tell you and try again before anything stops working.
- Adding something part way through is charged straight away, for the rest of the period you are in, and it is on from then. If the card does not go through, nothing changes and nothing is added. Paying by invoice, it is invoiced straight away instead.
- If we change the price, we will give you at least 30 days' notice by email. You can cancel instead of accepting it.
- If you signed up by 31 January 2027, WhatsApp going out is £1 a month for your first three monthly bills that include it, then the usual £9 a month. On a yearly plan, your first yearly bill that includes it prices WhatsApp at three months at £1 and nine at £9, with the two free months on top. Adding it in the middle of a monthly period charges the £1 rate for the days left, and that part month does not count as one of the three. We tell you when the £1 months are ending, a billing period before. Once per account.
4Stopping
Cancel any time: send /billing where your enquiries arrive, use Billing at chatrelay.co.uk/app, or email us. No notice period and no phone call to sit through. The service runs to the end of the period you have paid for, a month or a year, and then stops.
Taking something off, or moving to a cheaper plan, works the same way: you keep it until the end of the period you have paid for, and the lower price starts from your next bill. Putting it back before then costs nothing.
Leaving the Team plan, by moving to a cheaper plan or by cancelling, keeps what your team set up: your managers and staff, your settings and your numbers. Managers can still see them, in the app and in Microsoft Teams, but cannot change them until you are back on Team, and enquiries in a Teams channel are posted there to read rather than answered there. When you move, we tell you which of the options Team included the new plan charges for.
We do not refund part periods, except where the law says we must, where our data processing agreement says we will, or where we have got something badly wrong, in which case ask and we will sort it out.
When you leave, your conversations are deleted within 30 days. Take a copy first if you want one.
5What you are responsible for
- Telling your own customers that you use us. You are the data controller for their messages and we are your processor. There is more on this in the privacy notice.
- Keeping your destination account secure. If someone else can read your Telegram, they can read your customers' messages, and we cannot help with that.
- Not using the service to send unsolicited marketing, anything unlawful, or anything designed to deceive the person on the other end.
- Having the right to put our line of code on the website you install it on.
- Your saved answers being right, if you let your assistant answer. It answers your customers on your website chat in your name by sending your saved answers, word for word and nothing else, and each one is labelled as automatic. You can switch it off at any time, and it stops in a conversation the moment you say anything in it.
If you break these, we may suspend the service. We will tell you why and give you a chance to put it right first, unless the problem is serious enough that we cannot.
6Things outside our control
We deliver your messages to other companies' apps. If Telegram, Slack, Meta or a phone network is down, delayed, or changes its rules, your messages may be late or may not arrive, and there is nothing we can do about it from our side.
We will tell you when we know. We will not pretend it was our doing, and we will not pretend it was not our problem.
WhatsApp, Facebook and Instagram all depend on Meta's platform and its rules, which Meta can change without asking us.
7What we are liable for
We do not limit our liability for death or personal injury caused by our negligence, for fraud, or for anything the law does not let us limit.
Otherwise, because this is a business to business service: we are not liable for indirect loss such as lost profits or lost business, and our total liability in any twelve month period is what you paid us in that period.
Keep your phone number on your website. Nothing that runs on other companies' apps should be the only way in, ours included.
8Your data and ours
Your customers' messages are yours. We do not use them to train anything, we do not sell them, and we do not look at them except when you ask us to help with a problem.
The software, the brand and the site are ours.
9The live demo
The app's live demo is for trying ChatRelay, for an hour, with messages you or people you know send to us. The answers you send from it go out in our name, so do not use it to message anybody who has not asked to hear from you, to pretend to be somebody else, or to send anything unpleasant.
A demo will not send links, abusive language, slurs, threats or sexual content. We can end a demo at any time, and an address or an account that misuses one may not start another. The privacy notice says what we keep when that happens and for how long.
10Changes
We may change these terms. If a change matters to you we will email you at least 30 days first. Carrying on using the service after that means you accept it. If you would rather not, cancel.
11Law
These terms are governed by the law of England and Wales, and the courts of England and Wales deal with any dispute.
12Getting hold of us
hello@chatrelay.co.uk. A person reads it.