Terms of Service

This is the same document shown at app.relayant.net. If they differ, the one in the app applies.

These Terms of Service (Terms) are an agreement between Relayant (Relayant, we, us), and the business or organisation that opens a Relayant account or orders the Service (you, the Customer).

By ticking the box at sign-up, accepting an invitation to an account, or using the Service, you agree to these Terms on behalf of the Customer, and you confirm that you have authority to bind it. If you do not agree, do not use the Service.

Clause 12 explains that Relayant is not a certified alarm transmission path. Please read it before relying on the Service for any alarm or monitoring purpose.

1. About these Terms

1.1 Business use only. The Service is supplied only to businesses and organisations, for business purposes. It is not offered to consumers. By using it you confirm that you are acquiring it in trade and for the purposes of a business.

1.2 Definitions. In these Terms:

• Service means the Relayant platform: the web portal, the API, the relay, the Box firmware and Agent software, and the related alerting, reporting and support we provide.
• Box means a Relayant network device installed at a Site; Agent means the Relayant software agent you install on your own hardware (for example in Docker, on Linux or on OpenWrt).
• Site means a location you add to your account, together with the local network a Box or Agent there connects to.
• Customer Data means the information you, your users, your Boxes and Agents and the devices at your Sites put into the Service, as further described in clause 14.
• End Client means a person or business to whom you provide your own services using the Service, such as a monitoring client of an alarm receiving centre or a client of an installer.
• Order means an order form, quote or other written agreement for the Service signed or accepted in writing by both you and us.

1.3 Order of precedence. If an Order conflicts with these Terms, the Order applies to the extent of the conflict. Our Privacy Policy explains how we handle personal information and forms part of these Terms.

2. The Service

2.1 Relayant lets a Box or Agent at your Site connect out to our relay over an encrypted WireGuard tunnel, so that devices on that Site's local network can be found, watched and reached without port forwarding or a fixed public internet address.

2.2 Depending on your plan and how you configure it, the Service:

• discovers devices on the Site network and records how to identify them, such as MAC address, local IP address, manufacturer and model where they can be determined, the names devices announce, open ports, and their replies to standard protocol requests;
• checks the health of the devices you choose to monitor;
• makes the devices you choose reachable to your monitoring centre's software, through our relay or through a local relay you run;
• sends alerts and alarm signals by email, SIA DC-09, webhook, Microsoft Teams, Slack and, where we have made it available, SMS;
• produces monthly reports in PDF; and
• offers optional AI-assisted device identification (clause 13).

2.3 We relay, we do not record. Video, audio and other traffic between your devices and your monitoring software passes through our relay in real time. We do not record, store or view that content. We count the number of bytes relayed for each Site, for billing and capacity planning.

2.4 Updates. We update the portal, the API, Box firmware and the Agent from time to time, including automatically, to fix faults, improve security and add features. Updates form part of the Service. You must not prevent or delay security updates to Boxes or Agents.

2.5 Changes to features. We may change, add or withdraw features. If we withdraw a feature that is a material part of the plan you pay for, we will give you at least 30 days' notice, and you may end the Service before the change takes effect and receive a pro-rata refund of any fees you have prepaid for the period after it ends.

2.6 Hardware. Boxes we supply are supplied on the terms of the relevant sale or Order. These Terms govern the Service the Box connects to.

3. Your account

3.1 You must give us accurate account information and keep it up to date, including an email address at which we can reach the account's owners.

3.2 Users. You decide who has access to your account, and with which role (owner, operator or viewer). Everyone who uses your account acts on your behalf, and you are responsible for what they do in it as if you had done it yourself.

3.3 Credentials. Each user must keep their password and any second factor confidential, and must not share an account. We strongly recommend multi-factor authentication for every user, and especially for owners. Tell us promptly at [email protected] if you suspect unauthorised use of your account.

3.4 Support access. To provide support, our platform administrators can view your account as one of your users. Every action taken that way is recorded in your account's audit log under the administrator's own name.

3.5 Partners. If you are an installer or other partner who manages accounts for your own customers, you confirm that each of those customers has authorised you to act for it, and you are responsible for your own use of their accounts. These Terms apply to each customer account you open or manage.

4. Your responsibilities for sites, networks and devices

4.1 Authority. You must own, or have the express authority of the owner or operator of, every Site, network and device you connect to the Service, scan, monitor or make reachable. That includes authority to install a Box or Agent on the network, to run discovery and health checks there, and to allow the remote access you configure. You must be able to show us that authority if we reasonably ask.

4.2 Network activity. Discovery and health checks send traffic across the Site network (for example address resolution, multicast discovery, port checks and short protocol requests). You are responsible for making sure that activity is permitted at each Site, and for telling the network's owner where that is required.

4.3 Surveillance and privacy law. Cameras, recorders, intercoms and access-control systems can capture images, sound and other personal information about people. You are solely responsible for making sure that your surveillance systems, and your use of the Service with them, comply with every law that applies, including:

• the Privacy Act 2020 (New Zealand) and its information privacy principles;
• the Privacy Act 1988 (Cth) and the Australian Privacy Principles, where they apply to you;
• state and territory surveillance devices and workplace surveillance laws in Australia; and
• any requirements for signage, notices, consents, purpose limits, access controls and retention of recordings.

4.4 Device security. You are responsible for the security of your devices: their credentials, firmware and configuration. The Service does not log in to your devices. Making a device reachable through the relay exposes it to the addresses you allow; you are responsible for choosing those addresses, and for not opening a device to the whole internet unless you intend to.

4.5 Your End Clients. If you use the Service to provide services to End Clients, you are responsible to them for those services. You must have the agreements and give the notices needed for us to process their information on your behalf as described in our Privacy Policy.

4.6 Where alerts go. You are responsible for the destinations you configure (email addresses, phone numbers, webhook addresses, Teams and Slack channels, alarm receivers) and for having permission to send alerts and reports to them.

5. Acceptable use

5.1 You must not, and must not allow anyone else to:

• use the Service to access, scan, monitor or make reachable any network or device without the authorisation clause 4.1 requires;
• probe, scan, attack or test the vulnerability of the relay, the portal, the API or any other part of our systems, attempt to get around their security, authentication, rate limits or the separation between customers, or access another customer's data, unless we have agreed in writing to a security test;
• interfere with or overload the Service, for example by denial-of-service traffic or excessive automated requests;
• use the relay as a general-purpose VPN or proxy, or to carry traffic unrelated to the devices at your Sites;
• use the Service to transmit malware, or anything unlawful, infringing, or harmful;
• use the Service to watch, record or track people unlawfully;
• copy, modify, reverse engineer or decompile the Service, Box firmware or the Agent, except to the extent the law allows despite this restriction;
• resell or provide the Service to others, except to your own End Clients as part of your services, or as a partner we have approved; or
• open accounts to obtain repeated free trials.

5.2 We may investigate suspected breaches of this clause and, where reasonable, suspend the Service under clause 9 or end it under clause 8.

6. Trials and plans

6.1 Free trial. An account opened through the sign-up page starts with a free trial of the plan chosen there, currently 30 days. During a trial the number of Sites may be limited (currently three) until a payment method is on file. We may extend a trial, and may end one early if it is being misused.

6.2 When a trial ends. If your plan has a price and you have added payment details, your paid subscription begins. If you have not, your account moves to grace (clause 9) for a period (currently seven days) and may then be suspended until payment details are added. A plan without a price continues without charge.

6.3 Plans. What each plan includes and what it costs are as shown in the portal or in your Order. To change plan, ask us; we will confirm the change and when it takes effect.

7. Fees, billing and taxes

7.1 Per live Site. Fees are charged for each live Site (a Site at which a Box or Agent has been installed and is in use), monthly or yearly in advance, as your plan or Order states. Some plans include a data allowance per Site and charge for data relayed through our cloud relay above it, in whole gigabytes, at the end of each billing period. Traffic through a local relay you run is not counted.

7.2 Changes in Sites. The number of Sites you are billed for follows the number of live Sites in your account and is adjusted automatically. Our payment provider prorates the difference on your next invoice.

7.3 Payment. We use Stripe to bill and collect payment. You may pay by card or another method Stripe offers, charged automatically, or, where we agree, by invoice payable within the period stated on the invoice. Card details are entered on Stripe's pages; we never receive or store full card numbers. Stripe's own terms apply to your use of its payment pages.

7.4 Taxes. Fees are stated exclusive of GST unless shown otherwise. Where GST applies, it is added at the prevailing rate and shown on a tax invoice. You are responsible for any other taxes, duties or levies on the Service, other than taxes on our income.

7.5 Failed or late payment. If a payment fails or an invoice is overdue, your account may move to grace and, if it is still unpaid, be suspended (clause 9). We will tell you before that happens.

7.6 Price changes. We may change our prices by giving you at least 30 days' notice. A new price applies from the start of your next billing period after the notice ends. If you do not accept it, you may end the Service before it takes effect.

7.7 Disputed amounts. If you dispute an invoice in good faith, tell us within 30 days of its date and pay the undisputed part. We will work with you promptly to resolve it.

7.8 Fees are not refundable except as these Terms state or the law requires.

8. Term, cancellation and termination

8.1 These Terms apply from when you first accept them until the Service ends. Subscriptions renew automatically at the end of each billing period unless cancelled.

8.2 Cancelling. You may cancel at any time by telling us at [email protected]. Unless we agree otherwise, cancellation takes effect at the end of the billing period you have paid for, and the Service continues until then.

8.3 Ending by us. We may end the Service for any reason by giving you at least 30 days' notice, and will refund any fees you have prepaid for the period after it ends. We may end it sooner by notice if you materially breach these Terms and do not fix the breach within 14 days of our notice (or at once if it cannot be fixed), if you become insolvent, or if the law requires it.

8.4 Clauses that by their nature should continue after the Service ends do so, including clauses 7 (for amounts owing), 10, 12, 14, 15, 16, 17, 18, 19 and 22.

9. Service status: active, grace and suspended

9.1 Your account always has one of three service statuses: active, grace or suspended. The portal shows you which.

9.2 Grace. We may place your account in grace if a payment fails or is overdue, if a trial ends on a paid plan without payment details, or if we need you to resolve another issue. In grace the Service continues as normal and the portal shows a notice asking you to act.

9.3 Suspension. We may suspend your account if:

• an amount is still unpaid after your account has been in grace;
• you breach clause 4 or clause 5;
• your use of the Service puts its security, or other customers, at risk; or
• the law, or a lawful request from an authority, requires it.

We will give you notice before suspending where that is practical, but may act at once in an emergency or where the risk requires it.

9.4 What suspension does. While your account is suspended, remote access to your devices through our relay and through your local relays is withdrawn and relayed ports are closed. Unless we tell you otherwise, the portal, your Boxes' and Agents' connection to us, device health checks, alerts and alarm signals continue. Suspension does not end these Terms.

9.5 We will restore your account promptly once the reason for the suspension has been dealt with.

10. Your data when the Service ends

10.1 For 30 days after the Service ends, you may ask us for a copy of your Customer Data that the portal does not already let you download (for example your Site and device lists), and we will provide it in a reasonable, commonly used format.

10.2 After that period we will delete your Customer Data from our live systems within 90 days, except:

• copies in our encrypted backups, which are overwritten on their normal cycle (currently daily backups are kept for 30 days and weekly backups for 26 weeks), and which we will not restore except to recover our systems;
• records we must keep by law, such as invoices and tax records; and
• information we reasonably need to keep to resolve disputes, enforce these Terms or protect the security of the Service, kept only as long as that need lasts.

10.3 When the Service ends, Boxes and Agents stop working with it. You should uninstall Agents and return or dispose of Boxes as your Order requires.

11. Availability and support

11.1 We work to keep the Service available at all times, but we do not promise that it will be uninterrupted, timely or free of errors.

11.2 No service level unless agreed in writing. There is no service level, uptime commitment or service credit unless one is set out in an Order signed by us.

11.3 We may need to interrupt the Service for maintenance. Where we can, we will plan it to limit disruption and tell you in advance of planned work that is likely to affect you.

11.4 The Service depends on things outside our control, including power and internet connections at your Sites (including mobile and satellite networks), your devices and their configuration, your monitoring software, and third-party providers such as hosting, DNS, email, SMS and payment services. We are not responsible for failures caused by them.

11.5 We provide support by email at [email protected], on New Zealand business days, unless an Order says otherwise.

12. Not a certified alarm transmission path

12.1 No certification. The Service is not an alarm transmission system or alarm transmission path certified, graded or approved under AS 2201.5, any part of EN 50136, or any other standard for alarm transmission or alarm monitoring, and we make no claim that it complies with any such standard.

12.2 It supplements; it does not replace. Alarm signals, health alerts and notifications sent through the Service are supplementary. They do not replace the certified communicator or alarm transmission path of any intruder alarm, fire alarm, duress, medical or other life-safety system. Those must stay installed, connected, monitored and maintained as the relevant standards, insurers, regulators and contracts require, whether or not you also use the Service.

12.3 No guarantee of delivery. Signals, alerts and reports depend on power and network connections at your Sites, on carriers and on the systems that receive them. They can be delayed, duplicated or lost. Health checks can be wrong: a device shown as healthy may not be working as intended (for example, a recorder that answers may not be recording), and a device shown as down may be working.

12.4 Not an emergency service. The Service does not contact emergency services. You must not rely on it as the only way of detecting or reporting any event that affects the safety of people or property.

12.5 You are responsible for telling your End Clients, monitoring centres and insurers how you use the Service, and for meeting your own obligations to them.

13. AI device identification

13.1 Optional and off by default. AI-assisted identification is used for your account only if an owner turns it on, and an owner can turn it off at any time. Turning it off stops any further requests for your devices.

13.2 What is sent. When it is on, and our own rules cannot identify a device with confidence, we send a scrubbed summary of that device's technical evidence to the AI provider we use (Google Gemini or OpenAI). Before sending, we remove MAC addresses, IP addresses, serial numbers, email addresses and any names that could identify a person or Site. Our Privacy Policy describes this in detail.

13.3 Suggestions only; a person decides. AI suggestions are informational and may be wrong. A suggestion never changes a device, grants access, or changes what your monitoring centre sees unless one of your users accepts it. You are responsible for checking a suggestion before accepting it.

13.4 We give no warranty that AI suggestions are accurate or complete.

14. Customer Data

14.1 You own it. As between you and us, you own your Customer Data: the information about your organisation, users, Sites and devices, device telemetry and health results, alert and alarm content, reports, and anything else you, your users, Boxes, Agents or devices put into the Service.

14.2 Our licence to use it. You give us a non-exclusive licence to host, copy, process, transmit and display Customer Data as needed to provide, secure and support the Service, to comply with the law, and as described in our Privacy Policy.

14.3 Improving identification. We may use technical device information that does not identify you, your End Clients, your Sites or any person (for example, which manufacturer's devices answer on which ports) to improve how the Service identifies devices for all customers. Where AI identification is on, the scrubbed evidence sent to the provider and its answer are kept in a shared cache for up to 180 days, so a similar device elsewhere can be identified without asking again.

14.4 Personal information. Customer Data can include personal information about your users, your End Clients and people at your Sites. We handle it as described in our Privacy Policy; for information about your End Clients and people at your Sites, we act on your behalf and on your instructions.

14.5 You are responsible for the accuracy and lawfulness of Customer Data, and for having the right to give it to us.

14.6 Security. We protect Customer Data with the measures described in our Privacy Policy. If we become aware of a breach of security that affects your Customer Data, we will tell you without undue delay and give you the information we reasonably can to help you meet your own obligations.

15. Confidentiality

15.1 Each of us will keep the other's confidential information confidential, use it only to perform or receive the Service under these Terms, and share it only with our people and advisers who need it and are bound to keep it confidential. Confidential information includes Customer Data, the details of your Sites and their security, our non-public technical information, and the terms of any Order.

15.2 This does not apply to information that is or becomes public other than through a breach of this clause, that the recipient already lawfully had or independently developed, or that the recipient must disclose by law or by order of a court or regulator (in which case, where lawful, it will tell the other party first).

15.3 These obligations continue for five years after the Service ends, and for as long as the information remains a trade secret.

16. Intellectual property and feedback

16.1 We and our licensors own the Service, including the portal, the API, the relay, Box firmware, the Agent, documentation and everything we develop, and all intellectual property in them. These Terms do not transfer any of it to you.

16.2 While your subscription is current we give you a non-exclusive, non-transferable right to use the Service, and to install the Agent and run Box firmware at your Sites, for your own business and to provide your services to your End Clients, in accordance with these Terms.

16.3 Your branding. If you upload logos or other branding (for example for reports), you give us the right to use them to provide the Service to you, and you confirm you are entitled to do so.

16.4 Feedback. If you give us suggestions or feedback, we may use them freely and without any obligation to you.

16.5 Some parts of the Service include open-source software, which is licensed under its own terms.

17. Warranties and consumer law

17.1 Each of us warrants that it has the authority to enter into these Terms.

17.2 We will provide the Service with reasonable care and skill.

17.3 Except as these Terms expressly say, and to the extent the law allows, the Service is provided “as is” and we exclude every other warranty, condition, guarantee or representation, whether express or implied, including as to fitness for a particular purpose.

17.4 New Zealand. You acquire the Service in trade and for the purposes of a business. You agree that, to the extent the law allows, the Consumer Guarantees Act 1993 does not apply, and that it is fair and reasonable that the parties are bound by this clause and that sections 9, 12A, 13 and 14(1) of the Fair Trading Act 1986 do not apply.

17.5 Australia. Nothing in these Terms excludes, restricts or modifies any guarantee, right or remedy under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)) or any other law that cannot lawfully be excluded, restricted or modified. Where the law allows us to limit our liability for failing to comply with such a guarantee, our liability is limited, at our option, to supplying the services again or paying the cost of having them supplied again.

18. Limitation of liability

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

18.2 To the extent the law allows, we are not liable for any loss arising from:

• an alarm signal, alert, health check or report that is delayed, lost, duplicated or wrong;
• the failure of any device, or of a Site's power or network;
• access to a device by anyone through credentials, configuration or exposure that you or your users chose or failed to secure;
• reliance on an AI suggestion; or
• your breach of clause 4, including of any surveillance or privacy law.

18.3 Cap. Our total liability to you for all claims under or in connection with these Terms or the Service, whether in contract, tort (including negligence), equity, under statute or otherwise, is limited to the fees you paid us for the Service in the 12 months before the event that gave rise to the most recent claim, or NZ$100 if that is greater.

18.4 Nothing in this clause limits your obligation to pay fees, your liability under clause 19, either party's liability for fraud or wilful misconduct, or any liability that cannot be limited by law.

19. Indemnity

19.1 You indemnify us against any claim by a third party (including an End Client, the owner or occupier of a Site, a person recorded by a camera, or a regulator), and the reasonable losses and costs that result, to the extent it arises from:

• your breach of clause 4 or clause 5;
• Customer Data, or the devices and networks you connect to the Service; or
• the services you provide to your End Clients.

19.2 We will tell you promptly of any such claim, let you control its defence and settlement (provided no settlement admits fault on our part without our consent), and give you reasonable help at your cost.

20. Changes to these Terms

20.1 We may change these Terms. Each version is published at this address with its version number and the date it takes effect.

20.2 For a change that materially affects you, we will give you at least 30 days' notice by email to your account's owners or in the portal. A change required by law, or needed urgently to protect the security of the Service, may take effect sooner.

20.3 If you continue to use the Service after a change takes effect, the changed Terms apply. If you do not agree to a change, you may end the Service before it takes effect, and we will refund any fees you have prepaid for the period after it ends.

21. General

21.1 Notices. We may give you notices by email to your account's owners or billing contact, or in the portal. You may give us notices by email to [email protected].

21.2 Assignment. You may not transfer your rights under these Terms without our written consent, which we will not unreasonably withhold. We may transfer them to a buyer of all or part of our business on notice to you.

21.3 Events outside our control. Neither of us is liable for a delay or failure caused by events beyond its reasonable control, except for obligations to pay money.

21.4 No third-party rights. These Terms are not intended to confer a benefit on, or be enforceable by, anyone other than you and us, including under subpart 1 of Part 2 of the Contract and Commercial Law Act 2017.

21.5 Whole agreement. These Terms, our Privacy Policy and any Order are the whole agreement between us about the Service. If any part is unenforceable, the rest continues to apply. A failure or delay in enforcing a right is not a waiver of it.

22. Governing law and disputes

22.1 These Terms are governed by the law of New Zealand, and the courts of New Zealand have exclusive jurisdiction over any dispute about them. This does not take away any right you have under the Australian Consumer Law that cannot be excluded.

22.2 Before starting proceedings (other than for urgent relief), each of us will try in good faith to resolve the dispute by discussion between senior people for at least 20 business days after one of us notifies the other of it.

23. Contact us

23.1 Relayant
Email: [email protected]

Relayant · Privacy Policy · Questions: [email protected]