Privacy Policy
Last updated 15 September 2026
This policy describes what RelayCrew collects, why, how long it is kept and who it is shared with. It is written from how the service actually works rather than from a template, and it is deliberately specific about call recording because that is the part most people care about.
Call recording and consent
Calls handled by RelayCrew are recorded and transcribed. Recording is how the service is reviewed for accuracy, corrected when it gets something wrong, and resolved when someone disputes what was promised.
Consent is captured at the start of every call
Before anything else, Ava states that she is a virtual assistant and that the call is recorded. A caller who does not consent can say so, and the call is routed to a human or ended without a recording being retained.
This is not a courtesy. Florida, where RelayCrew operates, is an all-party consent state under Florida Statute 934.03. California, Pennsylvania, Washington, Illinois, Maryland, Massachusetts, Michigan, Montana, Nevada, New Hampshire, Connecticut and Oregon apply similar rules in various forms. Because a caller may be anywhere, RelayCrew applies the strictest standard to every call rather than trying to detect which rule applies.
What happens to the recording
Audio is stored encrypted. A written transcript is produced and attached to the call record so the business can see what was said without listening to audio.
Audio is retained for 90 days by default and then deleted. Transcripts are retained for the life of the business account plus 12 months, because they form part of the record of what was agreed. A business can request shorter retention during onboarding.
If you are a caller who does not want to be recorded
Say so at the start of the call. Ava will route you to a person or end the call, and no recording is kept. You can also email crew@getrelaycrew.com to ask that a specific recording be deleted. We will act on that and tell the business, since the record is theirs.
What we collect from callers
When you call a business using RelayCrew, the following is captured:
Your phone number as passed by the network. Your name, if you give it. The address or service location you describe. What you say the problem is. Any appointment details agreed. The audio and transcript of the call. The date, time and duration.
If a missed-call text is sent to you, the message content and any reply are also recorded.
We do not collect payment card details, social security numbers or financial account information on calls. Ava is configured not to accept them. If you start to give card details she will stop you and route you to a person.
What we collect from businesses
If you enquire about RelayCrew or become a customer, we collect the name, company, email, phone and business type you submit, plus the configuration gathered during onboarding: your service area, hours, pricing boundaries, scheduling rules and escalation preferences.
Billing is handled by a third-party payment processor. We do not store your card number.
How information is used
Call data is used to run the service — answering, qualifying, booking, following up and reporting back to the business. It is used to review accuracy, correct mistakes, and resolve disputes about what was said.
Call content is not used to train general-purpose AI models. Ava is configured for each business using that business own information, and we do not feed customer call content into training that would benefit unrelated parties.
We do not sell personal information and we do not share it for cross-context behavioural advertising. There is no advertising on this site and no tracking pixels.
Who we share information with
The business you called. That is the entire purpose — passing your enquiry to them.
Service providers we depend on, limited to what each needs: telephony providers to carry calls, AI model providers to process speech and language, cloud hosting, a payment processor for business billing, and an email provider. Each is bound by contract to use the data only to provide that service.
Where the law requires it. A valid subpoena, court order or lawful request. Where we are permitted to tell the affected party, we will.
Text messages and TCPA
Missed-call text back only replies to a number that has just called the business. It does not message purchased lists and does not initiate contact with people who have not contacted the business first.
Replying STOP removes that number permanently and across every bot in that crew. Opt-outs are honoured immediately and are not reset by a later call.
How long we keep things
Retention is not a single number, because different records serve different purposes.
Call audio is kept 90 days, then deleted automatically. Long enough to resolve a dispute about what was said, short enough that we are not sitting on a library of recordings nobody needs.
Transcripts are kept for the life of the business account plus 12 months. They are the record of what was agreed, and they are what protects both the business and the caller if an appointment or a price is later disputed.
Appointment and lead records follow the same 12-month rule. Text message threads are kept 12 months. Opt-out records are kept indefinitely — we have to remember who asked not to be contacted, and deleting that would defeat the purpose.
Business account records including billing history are kept for 7 years, because tax and accounting rules require it.
Where your data is processed
Data is processed and stored in the United States. Our telephony, hosting and AI model providers operate primarily in US data centres.
If you are in the UK or EU, this means your information is transferred outside your jurisdiction. We rely on standard contractual clauses with our providers for that transfer. If that is not acceptable to you, tell us before becoming a customer rather than after.
AI processing and automated decisions
Speech is converted to text and processed by commercial AI models to understand what you are asking for and respond. That processing is how the service works.
No decision with a legal or significant effect is made by AI alone. Ava books appointments and answers questions. She does not approve credit, deny service, set prices outside defined ranges, or make any determination that materially affects your rights. Anything of that kind escalates to a person.
If a booking or a quote was handled wrongly, you can ask for a human to review it. Email crew@getrelaycrew.com or tell the business directly.
Your rights
Depending on where you live, you may have the right to know what is held about you, to get a copy, to have it corrected or deleted, and to complain to a regulator. Residents of California, Colorado, Connecticut, Virginia, Utah and several other states have specific statutory rights, as do residents of the UK and EU.
Email crew@getrelaycrew.com and we will respond within 30 days. If your request concerns a call you made to a business, we will act on it and notify that business, since the record is theirs.
We will not discriminate against you for exercising these rights.
Security
Data is encrypted in transit and at rest. Access to recordings and transcripts is limited to people who need it to run or support the service, and that access is logged.
No system is perfectly secure, and we would rather say that than imply otherwise. If a breach affects your information we will notify you and any required regulator within the timeframes the law sets.
Children
RelayCrew is a business service and is not directed at children. We do not knowingly collect information from anyone under 13. If a child information reaches us through a call, tell us and we will delete it.
If there is a data breach
If a breach affects your personal information, we will notify you and the relevant regulator within the timeframes the law requires — 72 hours to a supervisory authority under UK and EU rules, and without unreasonable delay under the various US state laws.
We will tell you what happened, what information was involved, and what we are doing about it. We will not minimise it or wait until we have a comfortable version of the story.
Cookies
This website uses no advertising cookies, no tracking pixels and no cross-site analytics. Any cookie set is strictly necessary to make the site work.
Changes
If what we collect changes, this page changes first and the date at the top updates. We will not begin a new kind of collection and describe it afterwards. Material changes affecting existing customers will be emailed.
Contact
crew@getrelaycrew.com — privacy questions, data requests and deletion requests.