Terms of Service

These terms form an agreement between Relay66 (Pty) Ltd, trading as Relay66 (we, us, Relay66), and the business that opens an account with us (you, the customer).

Relay66 is supplied to businesses for business purposes. It is not offered to consumers for personal or household use. Where the Consumer Protection Act 68 of 2008 nonetheless applies to a customer, nothing in these terms limits a right that Act confers and that cannot lawfully be limited.

Registered name

Relay66 (Pty) Ltd

Registration number

2026/552149/07

Registered address

Cape Town, Western Cape, South Africa

Information Officer

Dane Killian

You accept these terms by opening an account, connecting a channel or using the service. If you are accepting on behalf of a company, you confirm you are authorised to bind it.

The agreement between us consists of these terms, our Privacy Policy, our data deletion instructions, and any order form, quote or written plan we agree with you. Individually agreed commercial terms take precedence over published ones where they conflict.

Relay66 gives you a managed business messaging channel. Today that means:

• WhatsApp Business Platform connectivity. WhatsApp is currently the only channel we support. Where we describe Relay66 as a gateway, that describes how the platform is built, not a commitment to deliver further channels by any particular date.
• A messaging API for sending messages, templates, media and interactive content
• Signed webhooks delivering inbound messages and status events to an endpoint you nominate, with retries on failure
• The Hub, a management portal for channels, conversations, templates, media, webhooks, users and usage
• Media handling for attachments sent and received
• Usage reporting and billing against your plan

We may change, improve or withdraw features. Where a change materially reduces functionality you rely on, we will give you reasonable notice.

You must give accurate registration information and keep it current. You are responsible for everything done under your account, including by your staff, contractors and any system using your API credentials.

Keep credentials, API keys and webhook signing secrets confidential. Tell us promptly at [email protected] if you believe they have been exposed, and we will help you rotate them.

Account owners control who has access and at what permission level. Removing a person from your organisation is your responsibility, not ours.

Messages sent through Relay66 travel over infrastructure operated by Meta. Your use of the service is therefore also subject to Meta’s rules, and you must comply with them. These include the WhatsApp Business Messaging Policy, the WhatsApp Business Solution Terms, the Meta Commerce Policy and the Meta Platform Terms, each as Meta amends them.

In particular you must:

• Obtain valid opt-in from every person before messaging them, and keep records of it
• Honour opt-out requests promptly and stop messaging anyone who asks you to
• Use approved message templates where Meta requires them, and not misrepresent what a template is for
• Accurately identify your business and not impersonate anyone else
• Not use the service for categories of business Meta prohibits

Meta may throttle, suspend, restrict quality ratings on or disable a WhatsApp Business Account for reasons outside our control. We are not responsible for those decisions, and they do not relieve you of fees for the period concerned. Fees Meta charges for conversations are separate from ours and are not included in what you pay us.

You must not use Relay66 to:

• Send unlawful content, including content that is defamatory, incites violence or hatred, constitutes harassment, or is otherwise prohibited under South African law
• Send unsolicited bulk or marketing messages without the consent that section 69 of POPIA and section 45 of the Electronic Communications and Transactions Act 25 of 2002 require
• Conduct phishing, fraud, impersonation, or distribute malware
• Infringe anyone’s intellectual property or privacy rights
• Circumvent rate limits, quotas or access controls, or probe the platform’s security without our written permission
• Resell, sublicense or provide the service to third parties as your own, unless we have agreed a partner arrangement in writing
• Interfere with the platform’s operation or the use of it by other customers

We may investigate suspected breaches and may suspend affected channels or accounts where the risk to the platform, to recipients or to our standing with Meta requires it. We will tell you why, and restore service once the issue is resolved.

For the conversations that pass through the platform, you are the responsible party (controller) and we are your operator (processor), as POPIA defines those terms. You decide what is sent and to whom. We process it only to provide the service and on your instruction.

As responsible party you are responsible for:

• Having a lawful basis for every message, including the opt-in described above
• Telling the people you message how their information will be used
• Responding to their requests for access, correction or deletion
• Setting a retention period on your channels that suits your purpose and obligations

As operator we will process personal information only for the purposes of the service, treat it as confidential, apply the security measures described in our Privacy Policy, notify you of a compromise affecting your data, and assist you with data subject requests routed to us. Where a person contacts us directly about a conversation with you, we will refer them to you or act on your instruction.

Our systems run in Frankfurt, Germany, so personal information you put into the platform is processed outside South Africa. By using the service you authorise that transfer. Section 7 of our Privacy Policy explains the basis for it.

Your plan is set out in the order or quote we agree with you. Charges may include a recurring service charge for each connected channel, an included message allowance, usage beyond that allowance, and any add-ons you select.

• Currency. We invoice in South African Rand or US Dollar, as agreed with you.
• Cycle. Billing runs on calendar months. Usage is invoiced in arrears after the month it occurred in.
• Payment. Invoices are settled by arrangement, currently by electronic funds transfer against the invoice we issue. We do not process card payments at this time.
• VAT. Amounts exclude value-added tax, which is added where it applies.
• Third-party fees. Charges levied by Meta for WhatsApp conversations are separate and are not included in our fees.

Invoices are due within the period stated on them. If an invoice goes unpaid we will remind you, and we may suspend the service after reasonable notice until the account is settled. Interest on overdue amounts may be charged at the rate permitted by law. Suspension for non-payment does not cancel fees that continue to accrue.

We may change our prices on reasonable written notice. Changes apply to future billing periods, never retrospectively.

Relay66 is in an early access period. We do not offer a contractual service level or uptime guarantee, and you should not rely on the platform for messages where failure to deliver would cause harm to life, health or safety.

We will use reasonable efforts to keep the service available, to give notice of planned maintenance where practical, and to respond to support requests sent to [email protected] during South African business hours.

The agreement runs from the day you open an account until it is terminated. Either of us may terminate on reasonable written notice, effective at the end of the current billing month.

We may suspend or terminate immediately if you breach these terms materially and do not remedy it after notice, if your use puts the platform or our standing with Meta at risk, if payment is long overdue, or if we are required to by law or by Meta.

You can close your account yourself from the Hub. Closure starts a recovery period of 14 days during which you can reverse it. After that we remove your data as described in our data deletion instructions, except for records we are legally obliged to retain.

Export anything you need before you close the account. We are not obliged to retain it for you afterwards.

We own the Relay66 platform, its software, documentation and branding. Nothing in these terms transfers that to you. You get a non-exclusive, non-transferable right to use the service for the term of the agreement.

You own your content and your data, including the messages you send and receive. You grant us the limited right to process it so we can provide the service.

If you send us feedback or suggestions, we may use them to improve the product without owing you anything for it.

Each of us may learn confidential information about the other. Neither will disclose it to anyone else except to staff and advisers who need it and are bound to keep it confidential, or where the law compels disclosure. This does not apply to information that is public through no fault of the recipient, or that the recipient already knew or developed independently.

We warrant that we will provide the service with reasonable skill and care. Beyond that, and to the extent the law allows, the service is provided as is. We do not warrant that it will be uninterrupted or error free, that every message will be delivered, or that it will meet a requirement we have not specifically agreed with you in writing.

Delivery of a message ultimately depends on Meta, on mobile networks and on the recipient’s device. Those are outside our control.

Neither of us is liable to the other for indirect or consequential loss, loss of profit, loss of business, loss of anticipated savings or loss of goodwill, however it arises.

Our total liability arising out of the agreement in any twelve month period is limited to the fees you paid us in the twelve months before the event giving rise to the claim.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, for gross negligence or wilful misconduct, or for anything else that cannot lawfully be excluded under South African law.

You indemnify us against claims, losses and reasonable legal costs arising from the content you send through the platform, from your breach of these terms or of Meta’s policies, and from claims by people you messaged relating to your handling of their personal information.

We may amend these terms. We will give at least 30 days’ written notice of a material change, and it will take effect at the start of a billing period. If you do not accept a material change you may terminate before it takes effect. Continuing to use the service after that date means you accept the change.

Neither of us is liable for failing to perform because of something outside our reasonable control, including network or power failure, load shedding, acts of government, industrial action, or the failure or withdrawal of a third-party platform we depend on.

This agreement is governed by the laws of the Republic of South Africa. We each submit to the jurisdiction of the Western Cape Division of the High Court of South Africa, Cape Town.

Before starting proceedings, we will each try in good faith to resolve a dispute by discussion between people with authority to settle it. Nothing prevents either of us from seeking urgent interim relief.

• Assignment. You may not assign the agreement without our written consent. We may assign it as part of a reorganisation or sale of the business.
• Severability. If a provision is unenforceable, the rest stands.
• No waiver. Not enforcing a right does not waive it.
• Entire agreement. These documents are the whole agreement between us on this subject and replace earlier discussions.
• Notices. Notices to us go to [email protected]. Notices to you go to the address on your account.