1. How to reach us
For any cancellation, return, or refund request, email support@relay.tech from the email address used for your purchase and include your order or invoice number. Please do not send card details. We normally respond within five business days.
2. Subscriptions
Relay includes a Free plan, and upgrading to Unlimited is optional. Once a paid billing period has started, that period is non-refundable: you can cancel at any time, cancellation takes effect at the end of the current period, and you keep access until then. You will not be charged again after you cancel. To cancel, open your Relay account page and manage your subscription there — no need to contact anyone — or email support@relay.tech if you prefer.
If something has gone genuinely wrong — for example you were unable to use the service due to a fault on our side — contact us and we will review your case individually.
EU/UK statutory withdrawal. If you are a consumer in the EU or UK, you have a statutory right to withdraw from a paid subscription within 14 days of purchase without giving a reason. If you have started using the paid service during those 14 days, we may deduct a proportionate amount for the service already provided, as permitted by law.
3. Hardware and preorder packages
Relay’s preorder package combines hardware that ships later with a code redeemable for 12 months of Relay membership. The code does not expire — you can redeem it right away, when your hardware arrives, or any time you like. Refunds treat the two parts separately: of the package price, a fixed portion — currently US$60 — is attributable to the hardware (the “hardware portion”), and what you get back for the rest depends on whether the code has been redeemed.
- Within 14 days of purchase: you can cancel the entire package for a full refund — even if you have already redeemed the code and used the membership. The code and any membership redeemed from it end when the refund is issued, and if the hardware has already been delivered to you, you will need to return it (in the condition described below) to receive the full refund.
- After 14 days, before your hardware ships: you can cancel your entire package at any time. If your code has not been redeemed, you receive a full refund. If it has, we refund the package price minus the membership time used since redemption, charged at Relay’s standard monthly price (currently US$15/month) — and never less than the US$60 hardware portion, so delays on our side never reduce what you get back below it. For example, cancelling a US$150 package four months after redeeming refunds US$150 − 4 × US$15 = US$90. The code and any remaining membership end when the refund is issued.
- Within 30 days of delivery: you can return the hardware for a refund of the hardware portion; your code and membership are unaffected. The item must be unused, in the condition you received it, and in its original packaging, and you will need your order number or proof of purchase.
If we cannot deliver your hardware — for example because production is discontinued or we can no longer ship to your country — we will refund the US$60 hardware portion automatically, and your code and membership continue unaffected. If you would rather exit entirely at that point, the cancellation option above applies.
To start a return, contact us first at support@relay.tech — we will send you instructions on how and where to send the package. Items sent back without requesting a return first cannot be accepted. Unless the item is defective or we sent the wrong item, you are responsible for the cost of return shipping.
EU/UK statutory rights. If you are a consumer in the EU or UK, you have a statutory 14-day right of withdrawal for the package from the date of purchase, and a separate statutory 14-day right to return the hardware from the day you receive it, in each case for any reason and without justification. The policy above is designed to meet or exceed these rights — a full refund within 14 days of purchase, and a 30-day return window for the hardware — and nothing in it limits them.
4. Faulty, damaged, or wrong items
Inspect your order when it arrives and contact us promptly if an item is defective, damaged in transit, or not what you ordered. We will make it right — by replacement or refund — and we cover return shipping in these cases. Nothing in this policy limits the legal guarantees you have as a consumer, including conformity guarantees in the EU and UK.
5. Hardware coverage
Relay hardware is covered for as long as you have an active Relay subscription — including membership redeemed from a package code — or while you still hold an unredeemed package code. If your device stops working properly under normal use during that time, contact support@relay.tech: we will troubleshoot the issue with you remotely, and if the device is confirmed faulty we will send you a replacement free of charge — we replace rather than repair. Replacements may be new or refurbished, and are covered for the remainder of your active subscription. Free replacement is limited to one per 12-month period, unless we determine otherwise. We may ask you to return the faulty unit using a prepaid label we provide.
This coverage does not include devices that are lost or stolen, accidental damage, misuse or unauthorized modification, cosmetic wear, or normal battery degradation. It is a voluntary commercial guarantee: it does not affect your statutory rights, including conformity guarantees for consumers in the EU and UK.
6. Duplicate or unrecognized charges
If you were charged more than once, or you do not recognize a charge from Relay, contact us promptly. We will investigate and provide the remedy required by applicable law.
7. Processing time
We will notify you once your request (and any returned item) has been reviewed, and tell you whether the refund is approved. Approved refunds are returned to the original payment method within 10 business days. Your bank or card issuer may need additional time to post the credit. If more than 15 business days have passed since approval and you have not received the refund, contact us at support@relay.tech.