1. Introduction

These Terms of Service ("Terms") govern your access to and use of the Relaya platform, operated by Vansora Studio Private Limited ("we", "us", "our"). Relaya is an AI-powered front-office operating system designed for dental practices.

By creating an account or using our services, you agree to be bound by these Terms. If you do not agree to these Terms, you must not use the platform.

2. The Service

Relaya provides AI-powered tools for dental practice front-office operations, including but not limited to: intelligent call handling, appointment scheduling, patient communications, and workflow automation. The service is provided as a software-as-a-service (SaaS) subscription on a monthly or annual billing cycle.

3. Account Terms

You must be at least 18 years old and have the authority to bind your organisation to these Terms.
You are responsible for maintaining the security of your account credentials.
You must provide accurate and complete information when creating your account.
One person or organisation may not maintain more than one account.
You are responsible for all activity that occurs under your account.

4. Payment Terms

All payments are processed by Paddle.com Market Limited ("Paddle"), who acts as our merchant of record. Paddle handles all billing, invoicing, sales tax, and payment processing on our behalf.

Subscription fees are billed in advance on a monthly or annual basis, depending on the plan you select.
All fees are exclusive of applicable taxes, which Paddle will calculate and collect where required.
You authorise Paddle to charge your chosen payment method on a recurring basis.
Price changes will be communicated at least 30 days in advance.

5. Cancellation Policy

You may cancel your subscription at any time from your account settings or by contacting support.
Upon cancellation, you will retain access to the service until the end of your current billing period.
No partial refunds are issued for unused time on monthly subscriptions.
Annual subscriptions cancelled within 30 days of purchase are eligible for a pro-rata refund. See our Refund Policy for details.
All data associated with your account will be retained for 30 days after cancellation, after which it will be permanently deleted.

6. Acceptable Use

You agree not to:

Use the service for any unlawful purpose or in violation of any applicable regulations.
Attempt to gain unauthorised access to any part of the service or its related systems.
Interfere with or disrupt the integrity or performance of the service.
Use the service to store or transmit malicious code or harmful content.
Resell, sublicence, or redistribute access to the service without our written consent.
Use the service in any way that violates patient privacy or healthcare data regulations.

7. Data Ownership

You retain full ownership of all data you upload or input into the service ("Your Data"). We do not claim any intellectual property rights over Your Data.

You grant us a limited licence to process Your Data solely for the purpose of providing the service.
Patient data processed through the platform remains under the control of your practice. You are the data controller; we are the data processor.
Upon account termination, you may request an export of Your Data within the 30-day retention period.

8. Intellectual Property

The Relaya platform, including all software, algorithms, interfaces, documentation, and branding, is the exclusive property of Vansora Studio Private Limited. Nothing in these Terms grants you any right, title, or interest in our intellectual property except the limited right to use the service as described herein.

Feedback, suggestions, or feature requests you provide may be used by us without obligation to you.

9. Service Availability and SLA

No uptime service level applies unless it is stated in a separately signed order form or service-level agreement.

In the event of a service disruption, we will use commercially reasonable efforts to restore access as quickly as possible. We do not guarantee uninterrupted or error-free operation of the service.

10. Data Processing

Relaya provides controls intended to support applicable privacy and data-protection obligations. Each customer remains responsible for determining its legal requirements, configuring the service appropriately, and entering any required data-processing terms. Hosting region and international transfers depend on the selected deployment and providers; UK-only storage is not guaranteed.

For full details on how we collect, use, and protect your data, please refer to our Privacy Policy.

11. Limitation of Liability

To the maximum extent permitted by law, Vansora Studio Private Limited shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of revenue, loss of data, or loss of business opportunities.

Our total aggregate liability for any claims arising from or related to these Terms or the service shall not exceed the total fees paid by you in the twelve (12) months preceding the claim.

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded by law.

12. Termination

We may suspend or terminate your access to the service immediately if:

You breach any material provision of these Terms.
Your payment method fails and is not resolved within 14 days.
You engage in activity that threatens the security or integrity of the service.
We are required to do so by law.

Upon termination, your right to use the service ceases immediately. Data retention and export provisions in Section 5 still apply.

13. Changes to These Terms

We may update these Terms from time to time. Material changes will be communicated via email or an in-app notification at least 30 days before they take effect. Continued use of the service after changes take effect constitutes acceptance of the revised Terms.

14. Governing Law

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

15. Business Associate Agreement (BAA)

For healthcare providers subject to HIPAA (United States), Relaya will execute a Business Associate Agreement (BAA) upon request. The BAA governs our obligations as a Business Associate with respect to Protected Health Information (PHI) and ensures compliance with 45 CFR Part 160 and Part 164.

Contact legal@relaya.one to initiate a BAA.

16. Data Processing Agreement (DPA)

For practices subject to UK GDPR or EU GDPR, a Data Processing Agreement is available. The DPA covers: categories of data processed, processing purposes, sub-processor list, security measures, breach notification procedures, and data subject rights handling.

Contact legal@relaya.one to request a DPA. You may also review our standard DPA at /dpa.

17. AI-Generated Content

Relaya uses artificial intelligence for clinical note generation (Scribe), voice handling, and communication assistance. The following terms apply to AI-generated content:

All AI-generated clinical content is clearly marked as AI-generated within the platform.
AI-generated clinical notes must be reviewed and approved by the treating healthcare professional before becoming part of the medical record.
AI does not diagnose, prescribe, or make treatment decisions.
The healthcare professional retains full clinical responsibility for all content approved and incorporated into patient records.
AI models may be updated over time to improve accuracy. Material changes to clinical AI features will be communicated in advance.

18. Clinical Responsibility and Healthcare Limitation

Relaya is a practice management and communication tool. It is not a medical device as determined under applicable Software as a Medical Device (SaMD) classification frameworks (including EU MDR, UK MDR 2002, and FDA guidance).

Clinical decisions, diagnoses, and treatment plans are the sole responsibility of the licensed healthcare professional. Relaya shall not be liable for clinical outcomes arising from the use of AI-generated suggestions, communication templates, or any other platform feature.

Healthcare professionals using Relaya acknowledge that they are responsible for exercising independent clinical judgment and that platform outputs are assistive tools, not clinical directives.

19. Contact

If you have any questions about these Terms, please contact us at:

Email: support@relaya.one
Legal inquiries: legal@relaya.one
Phone: +1 951 629 9011
Company: Vansora Studio Private Limited (trading as Relaya)