Terms of Service

To use most parts of the Service you must register for an Account. You agree to provide accurate, current, and complete information and to keep it updated.

You are responsible for safeguarding your Account password and any per-alias SMTP credentials you generate. You must enable multi-factor authentication on your Account when we make it available and require it for billing-tier customers. You will notify us promptly at security@relayemail.app of any actual or suspected unauthorized access.

You are responsible for all activity that occurs under your Account, including activity by anyone you authorize and any messages submitted using your credentials. We may, but are not obligated to, take action against accounts that exhibit signs of compromise.

Do not create multiple Accounts to circumvent sending limits, suspensions, or other restrictions. We may merge or terminate accounts that we determine in good faith were created for this purpose.

Each Plan has limits on the number of Customer Domains, Aliases, outbound messages per billing period, and other features. Current limits are described on our pricing page and may evolve. Limits in effect when you subscribed apply for the remainder of your then-current billing cycle.

We may offer a Free Plan with reduced limits. The Free Plan is provided as-is, without any service level commitment. Free Plan Customer Domains undergo a reputation warm-up period during which daily outbound send caps are lower than the published Plan limit; this protects all Customers from poisoning the shared sending reputation. We reserve the right to modify or discontinue the Free Plan at any time with reasonable advance notice.

Paid Plans are billed in advance through Stripe in the currency listed at checkout. Subscriptions auto-renew at the end of each billing period (monthly or annual) at the then-current price unless you cancel before the renewal date. By providing payment information, you authorize us and Stripe to charge that payment method for the recurring fees and applicable taxes.

Upgrades take effect immediately and are prorated against the remainder of the current billing period. Downgrades take effect at the next renewal. If your usage exceeds Plan limits during a billing period, we may, at our option, (a) throttle further usage, (b) charge documented overage fees, or (c) suggest a Plan upgrade; we will not silently charge for overage without first notifying you in the dashboard or by email.

You may cancel at any time from the dashboard. Cancellation stops auto-renewal and ends paid Service at the close of the then-current billing period. Except where prohibited by law, fees are non-refundable; we do not provide partial refunds for unused time, downgrades, suspensions resulting from your breach of the AUP, or account closures resulting from termination for cause. We may, at our discretion, issue refunds or credits in cases of documented service failure on our end.

Fees are exclusive of taxes, duties, levies, and similar government assessments (collectively, “Taxes”) other than taxes on our net income. You are responsible for paying all applicable Taxes, and we will charge them where required. If you are exempt, you must furnish a valid exemption certificate.

If a payment fails, we will retry the charge and notify you. Persistent failure (typically ten (10) days after the first attempt) may result in suspension or downgrade to the Free Plan, after which we may terminate the Account.

We may change Plan prices and limits. For paid Plans, we will give you at least thirty (30) days’ advance notice of price increases by email, and the increase will take effect on your next renewal after the notice period; you may cancel before then to avoid the increase.

Subject to your compliance with these Terms and timely payment, we grant you a limited, revocable, non-exclusive, non-transferable, non-sublicensable license to access and use the Service for your internal business and personal use during the term.

You grant us a worldwide, non-exclusive, royalty-free license to host, store, transmit, modify (only to the extent necessary for routing, deliverability, and display), and otherwise process Customer Content and Customer Email solely as necessary to provide the Service to you, prevent abuse, and comply with law. We do not acquire any other rights in Customer Content or Customer Email.

We retain all right, title, and interest in and to the Platform and the software, designs, trademarks, and documentation comprising it. You retain all right, title, and interest in and to Customer Content and Customer Email. No rights are granted by implication.

If you send us feedback or suggestions, we may use it without restriction or compensation. You waive any rights you may have to require us to use, credit, or keep it confidential.

Use the Service in a way that respects other people, follows the law, and does not damage the deliverability of mail that flows through us. Section 7 is not exhaustive; we may treat conduct that violates the spirit of the AUP as a violation even if not specifically listed.

The Service is built and licensed for:

• Personal and professional one-to-one and small-group correspondence on your custom domain.
• Per-correspondent and per-vendor aliases (e.g., amazon@yourdomain.com) to protect your primary inbox.
• Small-team shared inboxes (hello@, support@, billing@) for genuine support and sales conversations.
• Transactional and routine business correspondence for which you are the sender and the recipient consented (explicit subscription, prior business relationship, or other lawful basis).

The Service is not built for, and you may not use it for:

• Marketing newsletters, drip campaigns, lifecycle marketing sequences, promotional broadcasts, or any other sending pattern characteristic of an Email Service Provider (ESP). Use a dedicated ESP for that.
• Bulk transactional sending on behalf of third parties (e.g., reselling SMTP, acting as an outbound mail relay for someone else, or sending receipts or notifications generated by a third party as if they were yours).
• Cold outbound prospecting, lead-gen sequences, or any sending to recipients who have not opted in or with whom you have no prior business relationship.
• Affiliate marketing, multi-level marketing, MLM, network marketing, or get-rich-quick promotions.
• Sending from a list rented, purchased, leased, scraped, or otherwise obtained without each recipient’s express opt-in.
• Sending more than a few hundred messages per day from a single Account, regardless of Plan, without prior coordination with us. Plan limits are ceilings, not targets.
• Programmatic sending that uses the Service as part of a high-throughput pipeline; the per-day SMTP submission cap is a hard ceiling, not a soft guideline.

You may not, and you may not allow any other person to:

• Send unsolicited bulk email (UBE) or unsolicited commercial email (UCE), as those terms are commonly understood by deliverability practitioners, anti-spam coalitions, and applicable law (CAN-SPAM, CASL, the EU ePrivacy Directive, the UK PECR, the Australian Spam Act, and any similar laws).
• Send phishing, smishing, fraud, scam, social-engineering, malware, ransomware, or any message that misrepresents the sender or the message’s purpose.
• Impersonate any person, organization, or domain you are not authorized to represent. Setting From: addresses on a Customer Domain is permitted only because you proved you control that domain; spoofing other domains is not.
• Send messages that violate intellectual property rights, including copyright, trademark, trade secret, and publicity rights.
• Send content that is unlawful, defamatory, harassing, threatening, hateful, discriminatory, obscene, or that depicts or facilitates child sexual abuse material (CSAM). CSAM is reported immediately to the National Center for Missing & Exploited Children and to law enforcement; the Account is terminated.
• Send messages that promote, facilitate, or arrange the sale of illegal drugs, weapons, explosives, prostitution, or stolen goods, or that violate export-control or sanctions law.
• Use the Service to harm minors in any way.
• Probe, scan, or test the vulnerability of any system or network on the Platform, except as expressly authorized under a coordinated disclosure program.
• Attempt to interfere with, degrade, or disrupt the Service or other users’ access to it (denial-of-service, mailbombing, recipient flooding, malicious content injection, infinite-loop forwarding, etc.).
• Reverse-engineer, decompile, disassemble, or attempt to derive the source code or trade secrets of the Service, except to the extent these restrictions are prohibited by applicable law.
• Access the Service in order to build a competing product or copy its features.
• Sell, resell, sublicense, rent, lease, distribute, or otherwise transfer the Service to any third party.
• Use the Service in a manner that violates any applicable law or regulation or any third-party right.

When you send through the Service you are the sender for all legal purposes. You are responsible for compliance with all anti-spam and consumer-protection laws, including (without limitation):

• Including a valid physical postal address in commercial messages where law requires it.
• Truthful subject lines and From: addresses.
• A working unsubscribe mechanism in any message a reasonable recipient would consider promotional, and honoring opt-outs within the time required by applicable law.
• Obtaining and documenting consent where applicable law (e.g., CASL, GDPR, PECR) requires opt-in consent.
• Providing required notices to data subjects in jurisdictions that require them.

You will publish and maintain the DNS records we provide for each Customer Domain (MX, TXT/SPF, CNAME for DKIM, and TXT for DMARC, plus any return-path subdomain records we direct). You authorize us to generate, hold, and rotate DKIM private keys for your Customer Domains and to sign outbound messages on your behalf. You will not republish, modify, or share those keys. You are responsible for managing any conflicting MX, SPF, DKIM, DMARC, or BIMI records in your DNS.

You represent and warrant that you own or are authorized to administer each Customer Domain you add, and that you have the right to receive and send mail on that domain. If we receive a credible report that you do not, we may suspend routing on the affected domain pending verification.

Each Plan caps inbound forwards per month, outbound submissions per day, custom domains, and aliases. Limits are enforced in software. Exceeding them returns an SMTP 451 (try again later) for inbound and a 451 4.7.0 quota-exceeded reply for SMTP submission, and may pause forwarding until the next window.

Email deliverability depends on shared sending reputation. We monitor bounce and complaint rates on a rolling 24-hour basis. The following thresholds are indicative; we may adjust them to reflect operational conditions:

• Account hard-bounce rate exceeding five percent (5%) of outbound volume: Account suspended for review.
• Account spam-complaint rate exceeding one-tenth of one percent (0.1%) of outbound volume: Account suspended for review.
• A single Alias sending more than ten (10) times its trailing seven-day mean: Alias suspended; Account stays active.
• Per-Alias hard bounce count exceeding ten (10) in a rolling 24 hours: Alias suspended.

New Free Plan Customer Domains operate under reduced daily caps for a warm-up period (currently one (1) week) to establish a clean reputation. We may extend the warm-up for any Account or Customer Domain whose sending pattern suggests elevated risk.

Suspension is not self-serve. Email abuse@relayemail.app to begin review. We will explain what we observed and what we need to see (e.g., a list cleanup, a sending-pattern change, evidence of consent) before we will restore service. Repeat or willful violations may result in termination.

You may terminate at any time by canceling your Plan and deleting your Account from the dashboard, or by emailing hey@relayemail.app.

We may suspend or terminate your Account, the Service to any Customer Domain, or any Alias, with or without notice, if (a) you breach these Terms or the AUP, (b) we believe in good faith that your use creates security, legal, or reputational risk to the Service or other users, (c) you fail to pay fees when due (after a reasonable cure period), (d) we are required to do so by law or regulator, or (e) your use causes us to incur extraordinary cost or operational burden that is disproportionate to the fees you pay.

We may terminate or modify a Plan for convenience on at least thirty (30) days’ notice. If we terminate a paid Plan for convenience, we will refund any prepaid fees that cover the period after termination.

On termination: (a) your right to use the Service ends; (b) any DNS records you published for the Customer Domains will continue to point at us until you remove them, and you should remove them promptly to avoid sender confusion; (c) we will delete Customer Email then in transit storage; (d) Customer Content will be deleted in accordance with our Privacy Policy; (e) sections of these Terms that by their nature survive termination (including Sections 5.5, 6.3, 10–14, 16–18, and 22–32) survive.

You may request a structured export of your Customer Content (account, domains, aliases, send statistics) up to thirty (30) days after termination, after which we will delete or de-identify it as described in the Privacy Policy.

Before filing a claim, you and we agree to try in good faith to resolve any dispute by sending a written notice of the dispute (including a brief description and your contact information) to hey@relayemail.app, and negotiating in good faith for at least sixty (60) days.

Any dispute, claim, or controversy arising out of or relating to these Terms or the Service that is not resolved through informal resolution will be resolved by binding individual arbitration administered by the American Arbitration Association (AAA) under its Commercial Arbitration Rules and, if applicable, the Consumer Arbitration Rules, except as modified here. The arbitration will take place in the county where you reside or, at your option, by telephone or videoconference. The arbitrator’s decision is final and binding, and judgment may be entered in any court of competent jurisdiction. The arbitrator may award only individual remedies and may not certify a class or grant relief on behalf of others.

You and Relay Email agree that each of us may bring claims against the other only in our individual capacity, and not as a plaintiff or class member in any purported class or representative action. If this class-action waiver is held unenforceable as to a particular claim, that claim will proceed in court rather than in arbitration.

You and we may bring an individual action in small-claims court for disputes that qualify, and either party may seek injunctive or other equitable relief in court to protect intellectual property or confidential information.

You may opt out of arbitration by sending written notice to hey@relayemail.app within thirty (30) days after first accepting these Terms. Opting out will not affect any other provision of these Terms.

If you assert a claim for less than US$10,000, we will pay the AAA filing, administrative, and arbitrator fees as required by the AAA’s Consumer Rules. Otherwise, fees will be allocated as set forth in the applicable AAA rules.