Terms of Service

These Terms of Service ("Terms") are a legally binding agreement between you ("you", "your", or "Client") and New Horizon Code PTY LTD (ABN 61 634 659 804) trading as Relay Pilot ("we", "us", "our").

By accessing or using the Relay Pilot platform (the "Platform"), you confirm that you:

• have read and understood these Terms;
• have authority to bind the organisation you represent; and
• agree to be bound by these Terms and our Privacy Policy.

If you do not agree, you must not use the Platform.

Account means an account created by or on behalf of a Client to access the Platform.

Content means all data, text, communications, files, and information submitted to or generated within the Platform, including tickets and emails.

Services means the features and functionality provided through the Platform.

User means any individual authorised by a Client to access the Platform.

The Platform is offered on a business-to-business basis only.

To create an Account, you must:

• be at least 18 years of age;
• provide accurate and current information; and
• ensure only authorised Users access the Account.

You are responsible for all activity occurring under your Account.

You may use the Platform solely for lawful business purposes consistent with these Terms.

You must not:

• use the Platform to store or process unlawful, misleading, or infringing content;
• attempt to gain unauthorised access to systems or data;
• interfere with or disrupt the Platform or its infrastructure;
• reverse engineer, decompile, or attempt to extract source code;
• use the Platform to transmit malware, spam, or abusive material.

We reserve the right to monitor usage to ensure compliance with these Terms.

You are responsible for:

• ensuring Users are properly authorised and trained;
• maintaining confidentiality of login credentials;
• ensuring Content complies with all applicable laws;
• obtaining all required consents to submit Content;
• ensuring use of the Platform aligns with your legal obligations.

You are solely responsible for decisions made using the Platform.

You retain ownership of your Content.

By using the Platform, you grant us a limited, non-exclusive licence to host, process, transmit, and display Content solely to provide and operate the Services.

We do not independently verify the accuracy or legality of Content.

The Platform supports inbound email ingestion, which may automatically convert emails into tickets.

You acknowledge that:

• emails sent to addresses linked to the Platform may be processed and stored;
• metadata and message content may be retained as part of ticket records;
• you are responsible for ensuring lawful collection and processing of email content.

We are not responsible for misdirected or unintended emails sent to the Platform.

The Platform may include AI-assisted or automated features, including but not limited to:

• ticket categorisation or summarisation;
• suggested responses;
• spam or anomaly detection.

AI outputs are provided for assistance only and:

• may be incomplete or inaccurate;
• do not constitute professional advice;
• must be reviewed by Users before reliance.

We make no guarantees as to the accuracy or suitability of AI-generated outputs.

Use of the Platform may be subject to fees.

Unless otherwise agreed:

• fees are charged in advance;
• all fees are non-refundable except where required by law;
• you are responsible for all taxes, duties, and charges.

Payments are processed via third-party payment providers. We do not store full payment card details.

Failure to pay may result in suspension or termination of Services.

We may suspend or terminate access to the Platform if:

• you breach these Terms;
• payment obligations are not met;
• required by law or regulatory direction;
• continued use poses a security or operational risk.

You may terminate your Account in accordance with your subscription terms.

Upon termination, access to the Platform will cease.

Following termination:

• Content will be retained for 90 days, unless legally required otherwise;
• after the retention period, data may be deleted or de-identified.

You are responsible for exporting Content prior to termination.

All intellectual property rights in the Platform, Services, software, and documentation remain our property.

Nothing in these Terms transfers ownership to you.

You must not use our branding, trademarks, or logos without prior written consent.

Each party must keep confidential any non-public information disclosed in connection with the Services.

Confidential information must not be disclosed except as required to perform obligations or by law.

We implement reasonable security measures to protect the Platform.

However, you acknowledge that:

• no system is completely secure;
• uninterrupted availability is not guaranteed;
• maintenance, updates, or outages may occur.

We are not liable for downtime beyond our reasonable control.

To the maximum extent permitted by law, the Platform is provided "as is" and "as available".

We disclaim all warranties, including implied warranties of merchantability, fitness for purpose, and non-infringement.

To the maximum extent permitted by law:

• we are not liable for indirect, incidental, or consequential loss;
• our total liability arising out of or relating to the Services is limited to the fees paid by you in the preceding 12 months;
• you assume all risk associated with use of the Platform.

Nothing in these Terms limits rights that cannot be excluded under Australian law.

You indemnify us against any claims, losses, or liabilities arising from:

• your breach of these Terms;
• unlawful or improper use of the Platform;
• Content submitted by you or your Users.

We may modify the Services or these Terms at any time.

Updated Terms take effect upon publication. Continued use of the Platform constitutes acceptance.

Where required by law, we will provide notice of material changes.

These Terms are governed by the laws of Queensland, Australia.

The courts of Queensland have exclusive jurisdiction.

These Terms constitute the entire agreement between the parties.

If any provision is unenforceable, the remainder remains in effect.

You may not assign these Terms without our consent.

Our failure to enforce a provision is not a waiver.

For legal or contractual enquiries: