Terms of Service

Agreement

These terms govern use of Rellooma (“the Service”), operated by Metric One Technologies Ltd, a company registered in England and Wales (company number 17481814) whose registered office is at 128 City Road, London, EC1V 2NX, United Kingdom (“we”, “us”). By creating a workspace or using the Service you agree to them. If you are agreeing on behalf of a company, you confirm you are authorised to bind it.

How we handle personal data is described in our Privacy Policy at app.rellooma.com/privacy, which forms part of these terms.

The Service

The Service provides a workspace in which a business can connect its own messaging channels, manage customer conversations and records, configure automations and AI-assisted replies, and export its data. Each workspace is isolated from every other workspace.

Availability of any individual messaging channel depends on the third-party platform that provides it and on that platform’s approval of your account. We do not control and do not guarantee that approval.

Your account

You are responsible for the accuracy of your account details, for keeping credentials secure, and for all activity in your workspace. Roles within a workspace carry different authority; the workspace owner is responsible for who they grant access to. Notify us at support@rellooma.com if you believe an account has been compromised.

Your data and your customers

You retain ownership of the data you put into the Service. You grant us the limited right to process it in order to operate the Service for you. For your customers’ records you are the data controller and we process them on your instructions, as described in the Privacy Policy.

You are responsible for having a lawful basis to message the people you message, for honouring opt-outs, and for complying with the rules of any platform you connect, including Meta’s policies for WhatsApp and Instagram. You are responsible for the content of messages sent from your workspace.

AI-assisted replies

AI features run on an AI provider key that your workspace supplies, and your use of that provider is governed by your own agreement with it. AI output can be wrong. The Service limits what AI may do and routes uncertain cases to a person, but you remain responsible for replies sent from your workspace, including automated ones you have enabled.

Acceptable use

You must not use the Service to:

• send unsolicited bulk messages, or message people who have not consented;
• send unlawful, deceptive, harassing or infringing content;
• attempt to access another workspace’s data or bypass access controls;
• probe, load-test or disrupt the Service without our written permission;
• resell or provide the Service to a third party except as expressly agreed.

We may suspend a workspace that we reasonably believe is breaching these rules.

Subscription and payment

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns. Your purchase is also subject to Paddle’s Buyer Terms at www.paddle.com/legal/checkout-buyer-terms.

Access to paid features requires an active subscription. Fees, currency, taxes and billing period are as shown at checkout. Subscriptions renew automatically until cancelled. You may cancel at any time from the billing settings of your workspace; cancelling stops future renewals and your access continues to the end of the period you have already paid for.

Refunds are described in our Refund Policy at app.rellooma.com/refunds. Nothing in these terms limits any statutory cancellation or withdrawal right you have as a consumer.

Third-party platforms

Connecting a third-party channel is subject to that provider’s terms. Those providers may change their APIs, pricing, policies or approval status at any time, which may reduce or remove functionality through no fault of ours. We are not responsible for a third party’s acts, outages or decisions.

Availability

We aim to keep the Service available and to give notice of planned maintenance, but except where a separate written service-level agreement applies, the Service is provided without an uptime guarantee.

Disclaimers and liability

To the maximum extent permitted by law, the Service is provided “as is” without warranties of any kind. Nothing in these terms excludes liability that cannot lawfully be excluded, including for death or personal injury caused by negligence, or for fraud. Subject to that, our aggregate liability arising out of these terms is limited to the total fees you paid for the Service in the twelve months before the claim, and we are not liable for indirect or consequential loss, or for loss of profit, revenue or data.

Suspension and termination

You may stop using the Service at any time, and request deletion of your account from Settings → Legal or of your whole workspace as described at app.rellooma.com/data-deletion. We may suspend or terminate access for a material breach of these terms, for non-payment, or where required by law or by a platform we depend on. Where practical we will give notice and an opportunity to export your data.

Changes

We may update these terms. Material changes will be notified to workspace owners at their registered email address before taking effect, and you will be asked to agree to the new version before you continue using the Service.

Governing law

These terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction, subject to any mandatory consumer protections in your country of residence.

Questions about these terms: support@rellooma.com.