1. Introduction
Trust Relay Services LLC, a Florida limited liability company (“Trust Relay,” “we,” or “us”), is an estate-continuity platform. It helps you record where your important accounts, policies, and assets are held, add beneficiaries and trusted contacts, and leave instructions for your loved ones.
These Terms of Service (“Terms”) are the agreement between you and Trust Relay. By creating an account or using the service, you agree to these Terms. If you do not agree, please don’t use the service.
These Terms exist to make our relationship clear: what the service does, what it does not do, what you’re responsible for, and what we’re responsible for.
2. Eligibility
To use Trust Relay, you must:
- Be at least 18 years old
- Provide accurate information about yourself, your accounts, and the people you list
- Maintain current contact information so we can reach you for annual check-ins
- Have the authority to provide the information you enter (for example, your own account details, not someone else’s)
3. Service description
Trust Relay lets you store and organize information about where your accounts and policies are held, and what you’d like to communicate to specific people after a verified event. We then attempt to preserve and relay that information when the time comes, according to your instructions and our verification process.
The service is informational and organizational. Specifically:
- Trust Relay does not guarantee any specific outcome, financial or otherwise.
- Trust Relay does not transfer assets. We don’t move money, change account ownership, or interact with any of your financial institutions.
- Trust Relay does not execute legal documents. We don’t draft, sign, file, or record wills, trusts, or any other instrument.
- Trust Relay cannot guarantee that the people you’ve listed will receive any assets, funds, or property. Those outcomes are determined by your underlying legal documents, the institutions involved, and applicable law.
Connected Activity (optional). If you turn it on, a supported ring or watch (a wearable activity tracker) can supply a daily “recently active” signal. That signal affects one thing only: the timing of routine check-ins. It can postpone the start of a routine check-in when your device shows recent activity, and — only if you choose the Connected Activity check-in schedule — it can stand in for scheduled check-ins while your signal shows steady movement, with a direct check-in at least once a year regardless and your normal check-in starting whenever the signal goes quiet. It is never used to verify any event, never triggers a notification to the people you’ve listed, and never causes any guidance to be released. The feature is optional, off by default, and you can disconnect it or delete its data at any time.
5. Account information & sensitive data
Trust Relay lets you optionally store account identifiers, account numbers, policy numbers, or similar reference information so that beneficiaries and loved ones can locate your accounts after a verified event.
Providing account numbers is entirely optional. You can choose to:
- Store a full account or policy number
- Store only the last few digits
- Store only an institution name and a nickname you recognize
Trust Relay is designed to help your family identify accounts — not to access them.
What you should never store with Trust Relay
You should never store any of the following in Trust Relay:
- Passwords
- Usernames used for authentication
- PINs
- Security question answers
- One-time passcodes
- Multi-factor authentication codes
- Recovery codes or seed phrases
- Any other credentials that could be used to directly access an account
Trust Relay is not a password manager, credential vault, or account-access service. Any reference numbers you do choose to store with us are intended only to help beneficiaries identify and locate accounts — not to log in to them.
6. User responsibilities
You are responsible for:
- Keeping the information you enter accurate and up to date
- Updating beneficiary contact details when they change
- Updating your trusted-contact information when it changes
- Reviewing your information periodically — we’ll prompt you, but the records are yours
- Maintaining access to your Trust Relay account (your email, your password)
- Responding to annual check-ins and account verification requests when we send them
If your contact information changes or you become unreachable, our verification process may begin sooner than you expect. Keeping your details current is the single most important thing you can do to make sure the service works the way you intended.
7. Acceptable use
Trust Relay is meant to be used honestly, for your own continuity planning. You agree not to:
- Enter information you don’t have the right to provide, or impersonate anyone
- Store passwords, PINs, or other credentials that could be used to access an account (see Section 5)
- Upload unlawful, infringing, or malicious content, or anything you don’t have the right to share
- Use the service to harass, defraud, or harm anyone
- Attempt to access another person’s account, or any part of the service you’re not authorized to use
- Probe, scrape, reverse-engineer, disrupt, or place an unreasonable load on the service
- Circumvent our security, verification, or rate-limiting measures
8. Verification & notifications
Before any notification of a triggering event is released to a beneficiary, we attempt to reasonably verify that the event has occurred. Depending on the information available, this may include any combination of the following:
- The status of your annual information review (did you respond, and when)
- Direct outreach attempts to you through the contact methods you’ve provided
- Review of publicly available records where they exist
- Confirmation by a trusted or designated contact, where you have provided one and that feature is available to you
- Supporting information provided by family or contacts
- Manual review by a person on our team before any such notification is sent
The “triggering event” is an operational determination we make based on your non-response and our human review. It is not a legal determination of death, and it does not replace a death certificate or any legal process.
Trust Relay retains discretion to delay, suspend, or decline to send notifications if verification is incomplete or if circumstances warrant additional review. Our verification methods may evolve over time as we learn more about what works. We’ll always err strongly toward not contacting anyone unless the picture is unambiguous.
If you have turned on the optional Connected Activity feature, a recent device-activity signal affects only when a routine check-in begins — including, if you select the Connected Activity check-in schedule, standing in for scheduled check-ins while the signal shows steady movement (with a direct check-in at least once a year, and your normal check-in starting whenever the signal goes quiet). It plays no role in verification: it cannot confirm or deny any event, cannot stop or start a notification, and is never a substitute for the review steps above. A quiet or disconnected device is never treated as evidence of anything — it simply returns you to the standard check-in process.
Notifications are performed on a best-effort basis. Trust Relay is not a guarantor of delivery.
9. No guarantee of delivery
We do our best to reach the people you’ve listed, but we can’t promise it. For example:
- Email addresses change.
- Phone numbers change.
- Beneficiaries may not see or respond to messages.
- Third-party services we rely on (such as email delivery, and any messaging providers we may use) may have outages or failures.
- Technical or operational issues may delay or prevent delivery.
Trust Relay cannot guarantee that any specific message will be delivered, opened, or acted upon. We strongly recommend that you also communicate the existence of your Trust Relay account directly to a trusted contact or family member.
Beneficiaries who are minors. Adult members may name a minor as a beneficiary or trusted contact. If a beneficiary is still a minor when information becomes eligible for release, we may require the involvement of a parent, legal guardian, or other legally authorized representative before sensitive information is delivered.
10. Privacy & data security
Our handling of your information is described in detail in the Privacy Policy, which is incorporated into these Terms by reference.
We use reasonable administrative, technical, and organizational safeguards to protect your information, including encryption in transit and at rest, access controls, and restricted administrative access. We work to follow industry-standard protections.
However, no internet-connected system can be guaranteed completely secure. By using Trust Relay, you acknowledge the inherent risks of online services and agree that we cannot warrant absolute security of your information.
11. Subscription & billing
Trust Relay is offered on a subscription basis. The Trust Relay membership is billed monthly or annually at the rate shown on our pricing page. The membership keeps your records ready, performs periodic liveness check-ins, and, after human review, delivers your guidance to the recipients you have chosen.
The following is an optional one-time purchase and is not a recurring charge:
- Guided Family Support ($59.99, one-time): a specialist helps you set up your records and, when the time comes, helps your beneficiaries understand the information you prepared and guides them through the release process step by step.
Payments are processed by a third-party payment processor. Trust Relay does not store your full card number.
Subscriptions renew automatically at the end of each billing period — monthly plans each month, annual plans once per year — unless you cancel before renewal. You can cancel at any time from your account settings or by contacting us.
30-day money-back guarantee. If you’re not satisfied with the service for any reason, contact us within 30 days of your initial purchase for a full refund — no questions asked. Upon refund, your account is closed and your information is deleted as described in our Privacy Policy. The 30-day guarantee applies to the membership only: the one-time Guided Family Support purchase is non-refundable, except where a refund is required by law.
After the 30-day window. You can still cancel at any time. When you cancel an annual plan, your membership stays active through the end of the period you’ve already paid for, and then it does not renew. Except for the 30-day guarantee above, or where a refund is required by law, we do not provide prorated refunds for the unused portion of a term.
We may change our pricing over time. If we change the price of an existing subscription, we’ll give you reasonable notice before the change takes effect, and you may cancel before the new price applies.
12. Documents you store and share
Trust Relay lets you upload documents and attach them to the people you’ve named, so that — if our death-verification and human-review process determines it’s appropriate — those people can securely retrieve them. By uploading a document, you agree to the following.
- What this service is, and isn’t. Trust Relay is a storage-and-relay service. We are not a law firm, financial advisor, fiduciary, notary, or document-custody/escrow service, and we do not provide legal or financial advice. Storing a document with us does not make it valid, executed, witnessed, notarized, recorded, or filed, and does not create an attorney-client or fiduciary relationship. For wills, trusts, and estate matters, consult a qualified professional.
- Your responsibility. You confirm that you have the right to upload and share each file, and that doing so doesn’t violate anyone’s rights or any law. You’re responsible for the accuracy of your documents and for keeping them current. Don’t upload anything unlawful, or anything you’re not comfortable storing with a third-party service.
- How we handle your documents. Files are kept in private, access-controlled, encrypted-at-rest storage. We do not read, interpret, validate, or act on their contents. A document is delivered only to the specific person you attached it to, only after our human-reviewed release process, and only after that person verifies their identity with a one-time code we email to the address you provided. Each access is logged.
- Delivery is best-effort. Whether your documents reach someone depends on the contact details you gave us being correct and reachable. We can’t guarantee delivery or receipt, so keep each person’s email up to date.
- Security and limits. We protect your files with industry-standard measures, but no online service can promise perfect security — weigh that before uploading especially sensitive material. We accept common document and image formats up to a per-file and per-person size limit, and we may decline or remove files that don’t meet these terms.
- Keeping and deleting. You can delete any document at any time. Deleting a person, or closing your account, removes the documents associated with them. Deletions are permanent.
- Acceptance. By uploading a document you agree to these terms, which form part of, and are governed by, the Trust Relay Terms of Service.
13. Intellectual property & license
Our property. The Trust Relay platform — including our software, design, text, and brand — belongs to Trust Relay Services and is protected by intellectual-property laws. We grant you a limited, personal, non-exclusive, non-transferable, revocable license to use the service for its intended purpose while your account is in good standing. You may not copy, modify, resell, or create derivative works from the service.
Your content. You keep ownership of the information, instructions, messages, and documents you provide (“your content”). You grant Trust Relay a limited license to host, store, encrypt, process, transmit, and display your content for one purpose only: to operate the service and to relay your content to the recipients you have designated, according to your instructions and our verification process. This license exists so we can legally do what you’re asking us to do. It ends when you delete the content or close your account, except for backups and audit records we retain as described in the Privacy Policy.
14. Electronic communications
Trust Relay is an online service, and we communicate with you electronically — by email and through the app. By using the service, you consent to receive account notices, annual check-ins, verification messages, billing notices, and other communications electronically, and you agree that these satisfy any legal requirement that such communications be in writing.
Because the entire service depends on our being able to reach you, keeping a current, working email address on your account is essential. If we can’t reach you, our verification process may begin sooner than you expect.
16. Limitation of liability
Trust Relay is an organizational and communication tool. It is not a legal service, a financial service, or an insurance product, and it should not be treated as a substitute for any of those things.
To the fullest extent permitted by applicable law, Trust Relay is not responsible for:
- Legal outcomes related to your estate, will, trust, or beneficiary designations
- Probate outcomes or disputes
- Inheritance disputes between family members or named beneficiaries
- Locating, identifying, or recovering assets that you did not record with us
- Failures or outages caused by third-party providers (email services, messaging providers, hosting infrastructure, payment processors, and similar)
- Indirect, incidental, consequential, special, or punitive damages
Where the law permits a cap on direct damages, our total liability to you under these Terms will not exceed the greater of the amount you paid us in the twelve months before the claim arose, or one hundred U.S. dollars.
Nothing in these Terms excludes any liability that cannot be excluded under applicable law.
17. Indemnification
You agree to indemnify and hold harmless Trust Relay Services and its people from any claims, losses, or expenses (including reasonable legal fees) that arise out of your misuse of the service, your violation of these Terms or applicable law, or your provision of information or documents that you did not have the right to provide or share.
18. Account suspension or termination
We may suspend or terminate your account if we reasonably believe you have:
- Engaged in fraud or attempted fraud
- Abused the service or other users
- Engaged in illegal activity through the service
- Misrepresented your identity or the information you entered
- Violated these Terms in a material way
- Caused or contributed to security concerns that put others at risk
Where appropriate and legally permitted, we’ll attempt to notify you before suspending or terminating your account.
You may close your account at any time. When you do, we will delete your information within approximately 30 days, subject to our retention obligations under applicable law.
19. Dispute resolution & arbitration
Please read this section carefully. Except as set out below, you and Trust Relay agree to resolve disputes through binding individual arbitration. That means you are giving up the right to a trial in court before a judge or jury, and the right to bring or participate in a class or representative action, to the extent the law allows those rights to be waived. You may opt out of arbitration entirely within 30 days — see “Your 30-day right to opt out” below.
Who this section covers. This Arbitration Agreement is between you and Trust Relay Services LLC, a Florida limited liability company. A beneficiary, trusted contact, family member, executor, or other person is not bound by this Arbitration Agreement merely because a member listed their information. Recipients of released information may be asked to accept separate recipient terms, including their own arbitration acknowledgment and their own 30-day opt-out right.
Covered disputes. This section covers disputes between you and Trust Relay arising out of or relating to these Terms or the service — including, for example: your account and membership; subscription billing, renewal, cancellation, and refunds; beneficiaries, trusted contacts, and recipient communications; instructions, personal messages, and documents; privacy and security; Connected Activity; reports of a death and our human-reviewed verification process; release decisions; Guided Family Support; and your communications with us. It does not cover claims that applicable law does not allow to be arbitrated, and nothing in it waives rights or claims — including claims of fraud or intentional misconduct — that cannot legally be waived.
Talk to us first — Notice of Dispute. Before starting arbitration or most court proceedings, you and Trust Relay each agree to send the other an individual, written Notice of Dispute. Send yours by email to support@trustrelayservices.com with the subject line NOTICE OF DISPUTE, or by mail to: Trust Relay Services LLC, Attn: Legal, 7901 4th St N, STE 300, St. Petersburg, FL 33702, USA. Please include your full name, the email on your Trust Relay account, your mailing address, a description of the dispute and the relevant facts, the relief you are requesting, and your electronic or handwritten signature. The parties will then try in good faith to resolve the dispute for 45 days from receipt of the notice, and may agree to extend that period. Either party may nevertheless seek urgent relief from a court at any time for unauthorized access to systems or accounts, misuse of credentials, disclosure of confidential information, infringement of intellectual property, or other immediate and irreparable harm. And nothing in this section ever prevents you from reporting a concern to a government agency.
Agreement to arbitrate. If a dispute is not resolved informally, you and Trust Relay agree to resolve it through final and binding individual arbitration administered by the American Arbitration Association (“AAA”) under its Consumer Arbitration Rules, as modified by this Arbitration Agreement. The AAA’s rules are available at adr.org. The Federal Arbitration Act governs the interpretation and enforcement of this Arbitration Agreement.
Format and location. Arbitration may be conducted through written submissions, by telephone, or by video conference, and remote proceedings are the ordinary format unless the parties agree otherwise or the AAA rules require otherwise. If an in-person hearing is necessary, it will take place in the county where you live or another reasonably convenient location the parties agree on. You will not be required to travel to Florida for an arbitration hearing.
Fees. Arbitration fees are allocated according to the AAA Consumer Arbitration Rules, the AAA fee schedule then in effect, and applicable law. Trust Relay will pay the administrative fees and arbitrator compensation that the AAA rules or applicable law require the business to pay, and you will not be responsible for costs that the AAA’s consumer rules assign to us. Each party ordinarily bears its own attorneys’ fees, unless applicable law or the arbitrator provides otherwise.
Individual proceedings; class-action waiver. Disputes will proceed on an individual basis. To the extent permitted by law, you and Trust Relay waive any right to bring or participate in a class, collective, consolidated, or representative proceeding, and the arbitrator may not consolidate more than one person’s claims. Where the requirements of the AAA’s applicable Mass Arbitration Supplementary Rules are met, those rules apply; their application is not class arbitration. If the waiver in this paragraph is found unenforceable as to a particular claim, that claim — and only that claim — may proceed in court, and the remainder of these Terms stays in effect.
Jury-trial waiver. For disputes subject to arbitration, you and Trust Relay each waive the right to a trial before a judge or jury. This waiver does not apply if you validly opt out, where the small-claims exception applies, to claims that are not legally arbitrable, or where applicable law prevents its enforcement.
Small-claims exception. Either party may instead bring an individual, qualifying claim in small-claims court. You may use a qualifying small-claims court in the county where you live, the county associated with your billing address, or Pinellas County, Florida. Where applicable law permits a local filing, you will not be required to travel to Florida for a small-claims case.
Government agencies and non-arbitrable claims. Nothing in this section prevents you from reporting concerns to, participating in an investigation by, or seeking relief from a federal, state, or local government agency; from bringing claims that applicable law does not allow to be arbitrated; or, where applicable law requires it, from seeking public injunctive relief in court.
Your 30-day right to opt out. You can opt out of this Arbitration Agreement (including the class-action and jury-trial waivers) by emailing support@trustrelayservices.com with the subject line ARBITRATION OPT-OUT within 30 days of first accepting these Terms — or, if you are an existing member receiving this provision as an update, within 30 days of receiving notice of it or affirmatively accepting the updated Terms. Include your full name, mailing address, the email on your account, and a clear statement that you are opting out of arbitration. Opting out does not close your account, cancel your subscription, change your pricing, or limit your use of Trust Relay in any way, and it applies equally to you and to Trust Relay. It does not affect any other part of these Terms. We keep a record of valid opt-outs for as long as needed to honor them.
Changes to this section. We will provide advance notice before a material change to this Arbitration Agreement takes effect. A material change will not apply to any dispute for which a complete Notice of Dispute was received before the change became effective. Where legally appropriate, a material change will come with a fresh opt-out opportunity, and previously submitted valid opt-outs are always preserved.
20. Governing law & venue
Trust Relay Services LLC is a Florida limited liability company. These Terms are governed by the laws of the State of Florida, without regard to conflict-of-laws principles — except that the Federal Arbitration Act governs Section 19, and nothing in this section deprives you of the protection of consumer-protection laws of your state of residence that cannot be waived by agreement. For any dispute not required to be arbitrated, you and Trust Relay agree to the jurisdiction of the state and federal courts serving Pinellas County, Florida — subject to the small-claims exception in Section 19, venue rights that cannot legally be waived, and either party’s ability to seek urgent relief in another court with jurisdiction as described in Section 19.
21. Changes to the service
We may update Trust Relay over time. That includes:
- Adding new features
- Modifying existing features
- Removing features that aren’t serving users well
- Updating pricing (with notice, as described in Section 11)
- Improving our verification and notification processes
Where a change materially affects your use of the service, we’ll provide reasonable notice through the platform or by email.
22. Changes to these terms
We may update these Terms from time to time. When we do, we’ll revise the “Last updated” date at the top of this page. Material changes will be announced through the service or by email where appropriate.
Your continued use of Trust Relay after a change takes effect means you accept the revised Terms. If you don’t accept them, please stop using the service and contact us to close your account.
23. General terms
- Entire agreement. These Terms and the Privacy Policy are the entire agreement between you and Trust Relay about the service, and they replace any earlier agreements.
- Severability. If any provision is found unenforceable, the rest stays in effect, and the unenforceable provision is limited to the smallest extent necessary.
- No waiver. If we don’t enforce a provision, that isn’t a waiver of our right to enforce it later.
- Assignment. You may not assign these Terms without our consent. We may assign them to an affiliate or to a successor in connection with a merger, acquisition, or sale of assets.
- Force majeure. We are not responsible for failures or delays caused by events beyond our reasonable control.
- Survival. The sections on sensitive data, disclaimers, limitation of liability, indemnification, intellectual property, dispute resolution, and governing law survive the end of your account or these Terms.
24. Contact
Questions about these Terms or anything related to your account?
support@trustrelayservices.com
For legal notices and process service:
Trust Relay Services LLC
Attn: Legal
7901 4th St N, STE 300
St. Petersburg, FL 33702, USA