1. Agreement to Terms

By accessing or using the Ruby Relay service ("Service"), you agree to be bound by these Terms of Service ("Terms"). If you are using the Service on behalf of an organization, you represent that you have the authority to bind that organization to these Terms. If you do not agree, do not use the Service.

You must be at least 18 years old (or the age of majority in your jurisdiction, whichever is greater) to create an account and use the Service.

2. Description of Service

Ruby Relay provides a live chat widget that routes website visitor conversations to your team's Slack workspace. The Service includes a web-based dashboard for configuration, analytics, and account management.

3. Account Registration

To use the Service, you must create an account and provide accurate, complete information. You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account. You agree to notify us immediately at support@rubyrelay.com if you suspect unauthorized access.

4. Free Trial

Ruby Relay offers a 14-day free trial with no credit card required. At the end of the trial period, your account will be paused (not deleted). Your configuration and data will be retained for 30 days after the trial ends. If you do not subscribe within that period, your data will be permanently deleted.

5. Subscription & Billing

The Service is offered across three subscription tiers: Starter, Growth, and Scale. Plan details, feature limits, and pricing are listed on our pricing page. Annual subscriptions receive a discount compared to monthly billing.

Subscriptions automatically renew at the end of each billing cycle (monthly or annually) at the then-current rate unless you cancel before the renewal date. We will notify you in advance of any price changes.

If you upgrade your plan mid-cycle, the charge will be prorated for the remainder of the billing period. Downgrades take effect at the end of your current billing cycle. You retain access to your current plan's features until then. If a downgrade causes you to exceed the lower plan's limits (e.g., workspace or channel count), we will notify you of the changes before they take effect.

If a payment fails, we will notify you and provide a reasonable grace period to update your payment information. If payment is not resolved, your account may be paused until billing is current.

6. Cancellation & Refunds

You may cancel your subscription at any time from your account dashboard. Upon cancellation, you retain access to the Service through the end of your current billing period. We do not offer partial refunds for unused time within a billing cycle, except where required by applicable consumer protection law.

7. Acceptable Use

You agree not to use the Service to:

Send spam, unsolicited messages, or bulk automated communications
Engage in any illegal, fraudulent, or abusive activity
Transmit malware, viruses, or other harmful content
Attempt to reverse engineer, decompile, or disassemble the Service
Interfere with the Service's infrastructure or other users' access
Violate the rights of any third party, including intellectual property rights
Collect personal data from website visitors through the chat widget in violation of applicable privacy laws, or fail to provide appropriate privacy notices to your visitors

We reserve the right to suspend or terminate accounts that violate these terms without prior notice.

8. Intellectual Property

Ruby Relay and its licensors retain all rights, title, and interest in and to the Service, including all related intellectual property. You retain full ownership of your conversation data, configurations, and any content transmitted through the Service. We claim no ownership over your data.

9. Data & Privacy

Our collection and use of personal information is governed by our Privacy Policy, which is incorporated into these Terms by reference. You may request an export of your data at any time from your account settings.

10. Service Availability

Each subscription tier includes specific limits on widget installations, connected channels, and monthly conversations, as described on our pricing page. We strive to maintain high availability but do not guarantee uninterrupted service. The Service is provided on a best-effort basis without a formal service level agreement (SLA). Scheduled maintenance will be communicated in advance when possible.

11. Third-Party Integrations

The Service integrates with Slack. Your use of Slack is governed by Slack's terms of service and privacy policy. Ruby Relay is not responsible for the availability, functionality, or policies of third-party services.

12. Termination

You may terminate your account at any time by canceling your subscription and requesting account deletion through your account settings or by contacting us at support@rubyrelay.com.

We may suspend or terminate your account immediately and without notice if you violate these Terms, engage in activity that could harm other users or the Service, or if we are required to do so by law. For terminations not related to a Terms violation, we will provide at least 30 days' notice by email.

Upon termination, your right to use the Service ceases immediately. Your data will be handled in accordance with the retention periods described in our Privacy Policy. You may request a data export before your account is deleted.

Sections 8, 12, 13, 14, 15, 16, 17, 18, and 19 survive termination of these Terms.

13. Disclaimer of Warranties

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT. RUBY RELAY DOES NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, OR SECURE, OR THAT ANY DEFECTS WILL BE CORRECTED. YOU USE THE SERVICE AT YOUR OWN RISK.

14. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, RUBY RELAY SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR ANY LOSS OF PROFITS, REVENUE, DATA, OR BUSINESS OPPORTUNITIES ARISING OUT OF OR RELATED TO YOUR USE OF THE SERVICE. OUR TOTAL AGGREGATE LIABILITY FOR ANY CLAIMS ARISING UNDER THESE TERMS SHALL NOT EXCEED THE AMOUNT YOU PAID TO RUBY RELAY IN THE TWELVE MONTHS PRECEDING THE CLAIM.

NOTHING IN THESE TERMS SHALL EXCLUDE OR LIMIT LIABILITY FOR: (A) DEATH OR PERSONAL INJURY CAUSED BY NEGLIGENCE; (B) FRAUD OR FRAUDULENT MISREPRESENTATION; OR (C) ANY OTHER LIABILITY THAT CANNOT BE EXCLUDED OR LIMITED UNDER APPLICABLE LAW.

15. Indemnification

To the maximum extent permitted by applicable law, you agree to indemnify and hold harmless Ruby Relay, its officers, directors, employees, and agents from any claims, damages, losses, or expenses (including reasonable legal fees) arising out of your use of the Service, your violation of these Terms, or your infringement of any third-party rights.

16. Governing Law

These Terms and any disputes arising out of or related to them or the Service shall be governed by and construed in accordance with the laws of the State of California, without regard to its conflict of laws provisions.

17. Dispute Resolution & Arbitration

Informal resolution: Before filing any formal proceeding, you agree to contact us at support@rubyrelay.com and attempt to resolve the dispute informally for at least 30 days.

Binding arbitration: If the dispute is not resolved informally, you and Ruby Relay agree to resolve it through final and binding arbitration administered by JAMS under its Streamlined Arbitration Rules and Procedures, subject to the Federal Arbitration Act. The arbitration will be conducted in English, in the county where you reside or in San Francisco County, California, at your election. The arbitrator's decision will be final and enforceable in any court of competent jurisdiction.

Arbitration fees: If you initiate arbitration, Ruby Relay will pay any filing fees that exceed what it would have cost you to file a complaint in court. Each party bears its own attorney's fees unless the arbitrator determines that a party's claim or defense was frivolous, in which case the arbitrator may award fees to the prevailing party.

Class action waiver: You and Ruby Relay agree that disputes will be resolved on an individual basis only. Neither party may bring claims as a plaintiff or class member in any class action, consolidated action, or representative proceeding.

Small claims exception: Either party may bring an individual action in small claims court in San Francisco County, California (or the county where you reside) if the claim qualifies.

Opt-out: You may opt out of this arbitration agreement by sending written notice to support@rubyrelay.com within 30 days of creating your account. If you opt out, disputes will be resolved in the state or federal courts located in San Francisco County, California, and you consent to personal jurisdiction in those courts.

18. Force Majeure

Ruby Relay shall not be liable for any failure or delay in performance resulting from causes beyond our reasonable control, including but not limited to: acts of God, natural disasters, pandemic, war, terrorism, riots, government action, power outages, internet or telecommunications failures, failures of third-party services (including Slack and cloud infrastructure providers), cyberattacks, or labor disputes. If a force majeure event continues for more than 60 days, either party may terminate the affected subscription upon written notice.

19. General Provisions

Severability: If any provision of these Terms is found to be unenforceable or invalid, that provision will be limited or eliminated to the minimum extent necessary, and the remaining provisions will remain in full force and effect.

Entire agreement: These Terms, together with the Privacy Policy and Cookie Policy, constitute the entire agreement between you and Ruby Relay regarding the Service and supersede all prior agreements and understandings.

Assignment: You may not assign or transfer these Terms or your rights under them without our prior written consent. Ruby Relay may assign these Terms in connection with a merger, acquisition, reorganization, or sale of assets without your consent.

Waiver: Our failure to enforce any provision of these Terms shall not constitute a waiver of that provision or any other provision.

Electronic communications: By using the Service, you consent to receiving communications from us electronically (email, in-app notices). You agree that electronic communications satisfy any legal requirement that such communications be in writing.

20. Changes to Terms

We may update these Terms from time to time. When we do, we will notify you by email at least 30 days before the changes take effect and update the effective date at the top of this page. Your continued use of the Service after changes take effect constitutes acceptance of the revised Terms. If you do not agree, you may cancel your account before the changes take effect.

21. Contact

If you have questions about these Terms, contact us at support@rubyrelay.com.