Acceptable Use Policy

1. Overview

This Acceptable Use Policy ("AUP") sets the rules for using the services, platforms, and products of DA592 LTD, trading as Masheev ("Company," "we," "us," or "our"). Together with any related software, tools, features, or functions, these are the "Services." They include:

• our website at masheev.com;
• our platform at app.masheev.com;
• our API at api.masheev.com.

This AUP applies to everyone who uses the Services, including users, customers, and any individual or entity that accesses them. By using the Services, you agree to follow this AUP. If you break it, we may suspend or end your access, with or without notice, at our sole discretion.

This AUP is incorporated into and forms part of our Terms of Service. Capitalized terms that this AUP does not define have the meanings given in the Terms of Service. A violation of this AUP may trigger your indemnification obligations under Section 13 of the Terms of Service. If this AUP conflicts with the Terms of Service, the order of precedence in Section 18.8 of the Terms of Service applies.

"Including" means including without limitation. In Sections 9 to 11, "you" means the Customer.

2. Prohibited Content

You may not use the Services to store, send or pass on, distribute, or make available any content that:

• Is unlawful, harmful, threatening, abusive, harassing, tortious, defamatory, vulgar, obscene, libelous, or otherwise objectionable;
• Infringes anyone's patent, trademark, trade secret, copyright, or other intellectual property or proprietary rights;
• Violates anyone's privacy or publicity rights;
• Contains viruses, worms, Trojan horses, or other code, files, or programs meant to interrupt, destroy, or limit how any software, hardware, or telecom equipment works;
• Is unsolicited or unauthorized advertising, promotional material, junk mail, spam, chain letters, pyramid schemes, or any other solicitation we have not expressly permitted;
• Contains false, misleading, or deceptive statements or claims;
• Promotes illegal activities or gives instructions for them;
• Impersonates any person or entity, or misstates your link to one;
• Exploits minors in any way, including child sexual abuse material (CSAM);
• Is terrorist content, including material that incites, glorifies, or promotes terrorism, or content made by or for designated terrorist organizations;
• Promotes, enables, or helps with discrimination, hatred, or violence against any person or group because of race, ethnicity, national origin, religion, sex, gender identity, sexual orientation, disability, age, or any other protected characteristic; or
• Enables, helps with, or promotes the sale, trafficking, or distribution of illegal drugs, controlled substances, weapons, or other contraband.

3. Prohibited Activities

You may not use the Services to engage in, enable, or help with any of the following:

3.1 Illegal Activity

• Conducting, enabling, or helping with any illegal activity;
• Soliciting, enabling, helping with, or taking part in money laundering or terrorist financing;
• Enabling, helping with, or promoting human trafficking, forced labor, sexual exploitation, or any form of modern slavery, in breach of the Trafficking Victims Protection Act (TVPA), the UK Modern Slavery Act 2015, FOSTA-SESTA, or any other anti-trafficking law that applies;
• Enabling, helping with, or promoting the sale, making, or distribution of illegal drugs, controlled substances, firearms, explosives, or other contraband;
• Running unlicensed gambling operations or enabling or helping with illegal gambling.

3.2 Fraud, Scams, and Social Engineering

The following are strictly prohibited. This list is not exhaustive.

(a) Vishing and Phone-Based Fraud

• Using the voice AI features to run vishing (voice phishing), phone scams, or fraudulent calls, whether automated or semi-automated;
• Using AI voice to impersonate financial institutions, government agencies, law enforcement, tax authorities, utility companies, or any other organization, to get money, credentials, or personal information from people;
• Creating false urgency, made-up emergencies, or fake crisis scenarios (such as fake kidnappings, fake arrests, or fake medical emergencies) to pressure people into paying or sharing sensitive information.

(b) Credential Harvesting and Account Takeover

• Using the Services to collect, ask for, or harvest passwords, PINs, one-time passcodes, account numbers, social security numbers, or other login or authentication credentials, by voice, chat, SMS, or any other channel;
• Enabling or helping with account takeover (ATO) attacks, by using the Services to trick people into giving credentials, approving fraudulent transactions, or giving access to their accounts;
• Using AI conversations to get around security questions, knowledge-based authentication, or voice biometric verification.

(c) Business Email Compromise and Invoice Fraud

• Using the Services to impersonate executives, employees, vendors, or business partners to direct fraudulent wire transfers, payment redirections, or financial transactions (Business Email Compromise / CEO fraud);
• Sending, enabling, or helping with fraudulent invoices, fake payment requests, or altered bank details through the Services;
• Using AI to write or automate calls or messages that impersonate real business contacts to redirect payments.

(d) Romance, Advance-Fee, and Investment Scams

• Using the Services to run romance scams, advance-fee fraud, or confidence schemes;
• Using AI to start, keep up, or scale fraudulent relationships with people to get money or sensitive information;
• Using the Services to run "pig butchering" schemes, pump-and-dump campaigns, or other cryptocurrency and investment fraud;
• Running or promoting Ponzi schemes, pyramid schemes, or other fraudulent investment vehicles through the Services.

(e) Synthetic Identity and Impersonation Fraud

• Using the AI features to create, keep up, or scale synthetic identities (made-up personas that mix real and fictitious information);
• Using the Services to build or run networks of fake personas, sock puppet accounts, or coordinated inauthentic identities;
• Engaging in identity theft, or using another person's identity without permission.

(f) General Fraud and Deception

• Phishing, spear-phishing, smishing (SMS phishing), or any social engineering meant to trick people into giving up sensitive information or taking harmful actions;
• Engaging in deceptive or manipulative practices aimed at people or businesses;
• Tech support scams, government impersonation scams, lottery or prize scams, or any other scheme meant to defraud people;
• Using AI features to increase the scale, skill, or persuasiveness of any fraud.

3.3 Unauthorized Access and Security Violations

• Trying to gain unauthorized access to the Services, other users' accounts, or any computer systems or networks connected to the Services;
• Getting around, disabling, or interfering with security features of the Services, including authentication mechanisms (such as login controls), access controls, or usage limits;
• Introducing malware, viruses, ransomware, or any other malicious code to the Services, or to any third party through the Services;
• Probing, scanning, or testing the weaknesses of any system or network linked to the Services without our prior written permission.

3.4 Service Disruption

• Overloading, flooding, or otherwise disrupting the Services or the servers and networks that host them;
• Using the Services in any way that could interfere with, disrupt, negatively affect, or hinder other users from fully enjoying the Services;
• Taking any action that puts an unreasonable or disproportionately large load on our systems.

3.5 Reverse Engineering and Scraping

• Scraping, crawling, or harvesting content or data from the Services by automated means without our prior written consent;
• Reverse engineering, decompiling, disassembling, or otherwise trying to find the source code, underlying algorithms, or structure of the Services;
• Copying, changing, distributing, or creating derivative works based on the Services.

3.6 Unauthorized Resale

• Reselling, sublicensing, or otherwise making the Services available to any third party without our prior written permission;
• Using the Services to build or support, directly or indirectly, a product or service that competes with the Services.

3.7 Surveillance and Discrimination

• Using the Services for mass surveillance, bulk data collection, or intelligence-gathering aimed at people or groups without a lawful basis;
• Using the Services to discriminate against people based on protected characteristics. This includes setting up or training AI agents to give different levels of service based on race, ethnicity, national origin, religion, sex, gender identity, sexual orientation, disability, or age;
• Using the Services to enable or help with the creation or upkeep of blacklists, scoring systems, or profiling tools that discriminate based on protected characteristics.

4. AI-Specific Restrictions

The Services include AI features, such as large language models (LLMs), text-to-speech, and speech-to-text. You agree to these extra restrictions when you use AI features:

4.1 Automated Decision-Making

• You may not use AI features to make, or to be a substantial factor in making, a decision that produces legal effects or similarly significant effects for a person. Section 4.2 lists examples. This includes a consequential decision under a US state law on automated decision-making technology, such as Colorado SB 26-189 or the California Consumer Privacy Act regulations. Having a person review or approve the result does not make the use permitted.

4.2 High-Risk, Prohibited, and Consequential-Decision Uses

You may not use the AI features, alone or as part of a wider process, to:

• carry out any practice banned by Article 5 of the EU AI Act. This includes manipulative or deceptive techniques that distort a person's behaviour; exploiting a person's age, disability, or social or economic situation; social scoring; emotion recognition in a workplace or educational setting; biometric categorisation by sensitive characteristics; or untargeted scraping of facial images;
• recruit, screen, rank, evaluate, or make decisions about job applicants, workers, or contractors, including monitoring or evaluating their performance or behaviour;
• assess creditworthiness, set credit terms, or decide on loans, mortgages, or other financial products;
• assess risk or set prices for life or health insurance, or decide on insurance claims or coverage;
• decide on or screen access to housing, education or training, healthcare, or public benefits or services;
• evaluate, classify, or prioritise emergency calls, dispatch emergency services, or triage patients;
• identify or categorise people using biometric data, or recognise emotions from voice, face, or other biometric data;
• support law enforcement, migration, asylum, border control, the administration of justice, or elections; or
• otherwise make, or be a substantial factor in making, a decision that produces legal effects or similarly significant effects for a person.

The AI features may collect information that a person chooses to give and pass it to your staff. Your staff then make any such decision themselves. If you are not sure whether a use is allowed, ask us in writing before you start.

4.3 Professional Advice

• You may not configure or use the AI features to give individual legal, medical, mental health, financial, tax, or similar professional advice. You may not use them to diagnose or assess symptoms, or to make clinical, legal, or financial judgements. The AI features may share your own published, general information and refer people to a qualified person.

4.4 AI System Integrity

You may not:

• Try to bypass, get around, or disable AI rate limits, safety guardrails, content filters, or usage restrictions;
• Try to extract, rebuild, or reverse-engineer training data, model weights, system prompts, or other proprietary information from the AI features;
• Use prompt injection, jailbreaking, or similar techniques to make the AI features produce outputs that violate this AUP or any law that applies.

4.5 Deceptive Use of AI Outputs

• You may not use AI outputs to create misleading or deceptive content that is presented as human-made without proper disclosure;
• You are responsible for checking all AI outputs before you rely on them or share them with others.

4.6 Voice Cloning, Deepfakes, and Synthetic Media

You may not:

• Use the voice AI features of the Services (including text-to-speech and speech-to-text) to clone, copy, or synthesize the voice of any individual without that individual's explicit, informed consent;
• Use AI features to create deepfakes, synthetic media, or manipulated audio or visual content that misrepresents the identity, statements, or actions of any real person;
• Use AI voice or text outputs to impersonate government officials, law enforcement, financial institutions, or any other person or entity for fraudulent or deceptive purposes;
• Use the Services to create voiceprints or other biometric identifiers, or to identify or verify a person by their voice, or configure an AI agent to do so. We do not offer speaker identification. Laws such as the Illinois Biometric Information Privacy Act regulate this activity.

You must not disable, hide, or contradict the AI disclosures the Services give, and you must not configure an AI agent to claim to be human. All AI voice and messaging interactions must follow the disclosure rules that apply, including EU AI Act Article 50 and US state AI-disclosure laws.

• Voice cloning is not currently available. If it is offered, you must hold the explicit, informed, written consent of the person whose voice it is, for use in your AI agents. You must give us that consent on request. You may not clone the voice of a public figure, a celebrity, or anyone who has not given that consent. You must not use a cloned voice to make a caller believe they are speaking with that person rather than an AI assistant.

4.7 Election Integrity and Political Manipulation

You may not:

• Use AI features to create, distribute, or amplify content meant to suppress voter participation, mislead voters about voting procedures, or interfere with elections or democratic processes;
• Use AI features to generate deepfake political content, fabricated endorsements, or synthetic media showing political candidates or public officials without clear and prominent disclosure;
• Use AI features for astroturfing, coordinated inauthentic behavior, or the creation of fake grassroots campaigns.

You may not use AI-generated voice for political, election, or fundraising calls. No agreement with us can allow this.

4.8 Mental Health, Companionship, and Licensed Roles

• You may not use the AI features to provide therapy, counselling, or other mental or behavioral health care, or to hold therapeutic conversations with clients. Scheduling, billing questions, and passing messages to a licensed professional are permitted.
• You may not configure an AI agent as a companion, friend, partner, or other relationship-based character. You may not configure it for any purpose other than customer service and your business operations.
• You may not give an AI agent a name, title, or description that suggests it is a licensed professional, such as "Dr.", "Nurse", "RN", "therapist", "counsellor", "attorney", or "financial adviser".
• If a person describes a medical emergency, immediate danger, or thoughts of suicide or self-harm, the Services direct them to emergency or crisis services. You must not change or suppress that behavior.

5. Communications Laws

You are the sender, caller, and initiator of every communication made through your account. This is so whether a person sends it or one of these sends it for you: an AI agent, automation, workflow, integration, API, SDK, MCP client, schedule, or trigger (see Section 6 of the Terms of Service). When you use the Services to communicate with people, you must follow all communications laws and regulations that apply, including:

5.1 Applicable Laws

• TCPA: The Telephone Consumer Protection Act (United States) and FCC rules. These cover artificial or prerecorded voice calls (which include AI voice), automatic telephone dialing systems, text messages, consent, and revoking consent;
• Telemarketing Sales Rule and state telemarketing, mini-TCPA, and do-not-call laws (for example, the Florida Telephone Solicitation Act);
• Truth in Caller ID Act: You may not send or pass on misleading or inaccurate caller identification information with the intent to defraud, cause harm, or wrongfully obtain anything of value (47 U.S.C. § 227(e));
• CAN-SPAM: The Controlling the Assault of Non-Solicited Pornography And Marketing Act (United States);
• Call recording laws, including all-party consent laws such as the California Invasion of Privacy Act;
• AI disclosure laws, including state laws that require you to say when people are dealing with AI or a bot;
• PECR: The Privacy and Electronic Communications Regulations (United Kingdom), as amended by the Data (Use and Access) Act 2025, together with UK GDPR and Ofcom rules;
• CASL: Canada's Anti-Spam Legislation;
• Any other local, state, national, or international law on electronic communications and marketing.

5.2 Requirements

• You must get every required consent before you send communications through the Services, including prior express written consent where the law requires it. Keep a record of each consent and opt-out for at least 5 years after your last communication with that person, as set out in Section 6.6 of the Terms of Service;
• You must honor every opt-out, unsubscribe, revocation, and do-not-contact request made by any reasonable means, on any channel. Act on each one promptly and in line with the law that applies, including the FCC rules on revoking consent that apply from 25 November 2026. You must not disable or work around the automatic opt-out keyword handling in the Services. It treats the words stop, quit, end, revoke, opt out, cancel, and unsubscribe as opt-outs;
• Before you make marketing calls or send marketing texts, you must screen against every do-not-call or preference list that applies. These include the US National Do Not Call Registry, state lists, your internal list, and the UK TPS and CTPS;
• You must keep to calling and texting hours and frequency limits in the recipient's local time;
• You must not send unsolicited bulk calls or messages, such as mass calls, texts, or emails, through the Services. You must not use purchased, rented, scraped, or shared contact lists;
• You must give accurate sender identification and contact information in all communications, and any opt-out instructions the law requires;
• For text messages, you must answer HELP requests. You must include opt-out instructions where carrier rules or the law require them (for example, "Reply STOP to opt out"). You must send no more than one confirmation after an opt-out. You must not re-contact a person who opted out unless they opt back in;
• You must not use false, misleading, or deceptive subject lines or headers.

5.3 Caller ID and Number Integrity

• You must not spoof, fake, or alter caller ID, originating phone numbers, or sender information sent or passed on through the Services;
• You must not engage in toll fraud, traffic pumping, call pumping, or any form of telecom fraud;
• You must make sure that all phone numbers used with the Services are properly registered and that you have the legal right to use them;
• All information you give for carrier or platform registration must be accurate, complete, and current. This includes A2P 10DLC brand and campaign registration, toll-free verification, WhatsApp Business Account details, and phone-number regulatory bundles. Your traffic must match your registered use cases.

5.4 Carrier and Platform Policies

Your communications travel over third-party networks and platforms. You must follow these policies for the channels you use, as their owners update them from time to time. Where a provider requires us to bind our customers to its terms, those terms apply to you.

• Twilio: the Twilio Acceptable Use Policy, Twilio Messaging Policy, and the limits on emergency services in Twilio's Emergency Services terms (twilio.com/legal). The Services cannot be used to reach emergency services (see Section 6.12 of the Terms of Service);
• US wireless carriers and CTIA: the CTIA Messaging Principles and Best Practices, the CTIA Short Code Monitoring Handbook where it applies, and carrier codes of conduct, including A2P 10DLC and toll-free messaging rules;
• Meta: the WhatsApp Business Terms of Service, WhatsApp Business Messaging Policy and Commerce Policy, Meta Platform Terms, and Instagram Platform Policy. These include WhatsApp's limits on general-purpose AI assistants, the 24-hour customer service window, and the rule to give people a clear way to reach a human. A WhatsApp agent must serve your own business, for example support, sales, bookings, and notifications for your customers. You must not use one as a general-purpose AI assistant;
• Google: the Google API Services User Data Policy and Google Business Profile policies, when you connect Google services;
• Microsoft: the Microsoft APIs Terms of Use, when you connect Microsoft services;
• Anthropic: the Anthropic Usage Policy (anthropic.com/legal/aup);
• OpenAI: the OpenAI Usage Policies (openai.com/policies/usage-policies);
• Google AI: the Google Generative AI Prohibited Use Policy (policies.google.com/terms/generative-ai/use-policy);
• ElevenLabs: the ElevenLabs Prohibited Use Policy (elevenlabs.io/use-policy);
• xAI: the xAI Acceptable Use Policy of SpaceX Super Intelligence LLC (xAI) (x.ai/legal/acceptable-use-policy), which applies only where we make Grok models available to you;
• Other AI providers: the policies of any other AI provider on our Sub-Processor List.

You must also follow the disclosure rules of the AI providers whose policies apply to you. These include telling people that they are talking to AI. For voice calls, they include telling people that conversations are recorded and may be shared with the provider and its AI model providers. Where an AI provider requires extra safeguards for high-risk uses, you must not use the Services for that use unless Section 4 and Section 7 of this AUP allow it. High-risk uses include legal, medical, financial, insurance, housing or employment advice to consumers. If they allow it, you must have a qualified person review those outputs and tell the people you serve that they are dealing with AI.

A breach of any of these policies is a breach of this AUP. We may suspend the affected channel or account if a provider tells us of a breach or restricts our service because of your traffic.

5.5 Restricted Messaging and Calling Uses

Unless we have agreed in writing in advance, you must not use the Services to send messages or make calls for:

• Marketing or telemarketing campaigns, cold outreach, or contact with people who have not first contacted you or given you their details;
• Debt collection, loans, credit repair, debt relief, or other high-risk financial services;
• Gambling, sweepstakes, or contests;
• Marketing of cannabis, CBD, kratom, vaping, tobacco, alcohol, firearms, or other age-restricted or controlled products (see also Section 7.6);
• Adult or sexual content;
• Third-party lead generation, affiliate marketing, or sharing or selling consents or contact data;
• Political campaigning, fundraising, or polling;
• Emergency, safety-critical, or alerting services. The Services cannot reach emergency services such as 911, 999, or 112. You must not set an emergency number as a transfer or forwarding number (see Section 6.12 of the Terms of Service); or
• Any other category that a carrier or platform policy listed in Section 5.4 restricts or prohibits.

Political, election, and fundraising calls with an AI voice are not available by agreement (see Section 4.7).

We may make an approval subject to conditions, such as insurance and a prepaid balance or deposit, as described in Section 6.14 of the Terms of Service. Outbound calling is different. If we enable outbound calling for your organization, that is our agreement only for calls that meet Section 6.15 of the Terms of Service, which requires consent that covers each call. It does not approve cold outreach or any other use listed in this Section 5.5.

6. Sanctions, Export Controls, and Trade Compliance

6.1 Sanctions Compliance

• You must not use the Services in breach of any trade sanctions, embargoes, or restrictive measures that apply. These include measures imposed by the United Kingdom, the U.S. Office of Foreign Assets Control (OFAC), the U.S. Department of Commerce Bureau of Industry and Security (BIS), the European Union, or the United Nations. UK measures are those on the UK Sanctions List, enforced by HM Treasury's Office of Financial Sanctions Implementation and the Office of Trade Sanctions Implementation. They also include UK and US restrictions on providing IT, software and cloud services to persons connected with Russia or Belarus;
• You must not give access to the Services to any individual, entity, or country that is the target of comprehensive sanctions or that appears on any restricted party list that applies. You must not use the Services for their benefit. These lists include the OFAC Specially Designated Nationals (SDN) List, the BIS Entity List, and any equivalent list kept by relevant authorities;
• You must not use the Services where the transaction, person, entity, destination or end use is prohibited by UK, EU, US or other sanctions or export-control rules that apply to you or to us. Restrictions can be targeted or territorial and change over time. A country's absence from a published list is not permission to transact. We may restrict access where needed to follow those rules.

6.2 Export Controls

• You must not use or export the Services, including any software, technology, or technical data provided through the Services, in breach of export control laws that apply. These include the U.S. Export Administration Regulations (EAR) and the International Traffic in Arms Regulations (ITAR);
• You must get any export licenses or authorizations you need before using the Services for controlled activities or end uses.

6.3 Your Obligations

• You must promptly tell us if you learn that you or any of your Users may be in breach of sanctions or export control laws that apply;
• We reserve the right to screen customers, users, and transactions against sanctions lists that apply. We may suspend or end access to the Services if we decide that continued use would breach sanctions or export control laws that apply.

7. Regulated Data and Sensitive Uses

Some sectors have their own rules. They cover what you may say to people, what information you may collect, and who may give advice. You must know and follow the rules for your sector. You must also set up your AI Agents so they stay within this Section. Our default safeguards (Section 6.10 of the Terms of Service) reduce risk but do not make any use compliant on their own.

7.1 Health Information

• HIPAA. We do not sign Business Associate Agreements and the Services are not designed to meet the HIPAA Security Rule. You may be a covered entity or a business associate under the Health Insurance Portability and Accountability Act (HIPAA). If so, you must not use the Services to create, receive, maintain, or transmit protected health information (PHI), as defined in 45 C.F.R. § 160.103. This includes booking, changing, or confirming appointments for patients, because appointment details linked to a patient are PHI.
• Other health, wellness, and aesthetics businesses. If you are not subject to HIPAA, you may use the Services for scheduling, general information about your business, and passing messages to your staff. You must set up your AI Agents not to ask for symptoms, diagnoses, medications, test results, or treatment history. You must also set them up to collect no more health information than is needed to book or route a request. You must meet any consent, notice, and privacy policy duties under consumer health data laws, including the Washington My Health My Data Act, Nevada SB 370, and the Connecticut Data Privacy Act.
• United Kingdom and EEA. Health information is special category data. You may process it through the Services only as permitted by Section 4.2 of the Data Processing Addendum.
• No clinical services. You must not use the Services to diagnose, assess or triage symptoms, recommend treatment, give clinical, veterinary, or pharmacy advice, or approve prescriptions or refills. You must not present an AI Agent as able to provide mental or behavioral health care. If you provide mental or behavioral health services, AI Agents may only handle scheduling, billing questions, and taking contact details and availability.
• Health AI disclosure laws. Some laws require a specific notice when AI is used in communications with patients. Examples are California Health and Safety Code section 1339.75, Texas law, and Utah law for regulated occupations. Where one applies, you must give the notice.
• Medicines. You must not use the Services to promote prescription-only medicines to the public where that is unlawful, including in the United Kingdom.

7.2 Payment Card and Account Data

• You must not use the Services to collect, store, process, or transmit full payment card numbers, card security codes, PINs, or other cardholder or sensitive authentication data. This covers every channel, including voice calls, recordings, transcripts, messages, and uploads. It applies whether or not you would otherwise be compliant with the Payment Card Industry Data Security Standard (PCI DSS).
• Take payments only through a secure payment page or payment link from your payment provider, outside the conversation.
• If an end user shares card data anyway, you must not copy, use, or forward it. We may automatically remove numbers that look like card numbers from conversations, transcripts, and logs.
• The same rules apply to bank account numbers, Social Security numbers, National Insurance numbers, passport numbers, and passwords, unless we have agreed otherwise in writing.

7.3 Financial Services, Insurance, and Tax

• You may be a financial institution under the Gramm-Leach-Bliley Act. This includes tax preparers, mortgage brokers and lenders, auto dealers that arrange financing, insurance agencies, and investment advisers. If so, you must meet your duties under the FTC Safeguards Rule, SEC Regulation S-P, and state insurance data security laws, including your oversight of service providers. On request, we will give reasonable information about our safeguards to support your due diligence.
• AI Agents must not give personalized financial, investment, tax, credit, mortgage, or insurance advice or recommendations. They must not explain or compare coverage. They must not quote, negotiate, or bind insurance. They must not state loan or lease rates, payments, or approval chances. They must not accept instructions to trade, transfer, or withdraw money.
• In the United Kingdom, your calls or messages could be financial promotions or relate to a regulated activity under the Financial Services and Markets Act 2000. If so, you must be authorised or have your promotions approved by an authorised person. You are the communicator of every AI-generated communication sent through your account.
• You may have to keep records of business communications (for example under SEC Rule 204-2, SEC Rule 17a-4, FINRA rules, or FCA SYSC 10A). If so, you must capture and keep them. The Services are not a regulatory archive. Conversations may be deleted under your settings or our retention schedule.

7.4 Legal Services

• AI Agents must not give legal advice, prepare legal documents for end users, or tell anyone whether they have a claim or a case.
• Collect only the information you need to check conflicts and book a consultation, so that you do not receive confidential information from people you cannot represent.
• You must follow any professional conduct rules on the use of AI, including informed consent, supervision, and telling people they are speaking with an AI and not a lawyer.

7.5 Decisions About People

You must not use the Services, including AI Agents, scoring, or automations, to make or be a substantial factor in a decision about a person's eligibility for, or the terms of, employment, housing, credit, insurance, education, or essential services. This includes screening job applicants or tenants.

AI Agents must not ask about, record, or take into account:

• race, color, religion, or sex;
• sexual orientation or gender identity;
• disability;
• national origin or age;
• familial status (including having children) or pregnancy;
• receipt of benefits or other source of income.

AI Agents must not describe a neighborhood by the people who live there.

7.6 Food, Allergens, and Age-Restricted Products

• AI Agents must not tell anyone that a food or drink is free from an allergen or safe for an allergy, intolerance, or medical diet. They may share your written allergen information if you have provided it. They must tell the person to confirm with your staff before ordering. You must keep that information accurate and complete.
• You must not use AI Agents to sell, or take orders for, alcohol, tobacco, vaping products, cannabis, CBD, or other age-restricted products. The exception is where a person checks age under your own process at the point of sale, collection, or delivery as the law requires. Restaurants, bars, and venues that serve alcohol on their premises may use the Services for reservations and general enquiries.

7.7 Uses We Do Not Support

Unless we have agreed in writing in advance, you must not use the Services, on any channel and whether contact is inbound or outbound, for:

• Debt collection or debt buying, including any activity covered by the Fair Debt Collection Practices Act or Regulation F;
• Payday or other high-cost short-term lending, credit repair, or debt relief;
• Gambling, betting, sweepstakes, or lotteries;
• The sale of cannabis, firearms, ammunition, or explosives;
• Political campaigning, fundraising, or polling (never with an AI voice: see Section 4.7);
• Emergency services, emergency dispatch, crisis lines, or suicide or self-harm support;
• Services directed to children aged 13 to 17, including schools and children's activity providers where children are the users of the AI Agent. Services directed to children under 13 are never available (see Section 8.1);
• Adult or sexual content or services.

7.8 Other Regulated Data

You may not use the Services to process any of the following without a written agreement with us that specifically covers the requirements that apply:

• education records under FERPA;
• criminal justice information under the CJIS Security Policy;
• substance use disorder records under 42 C.F.R. Part 2;
• biometric identifiers; or
• data controlled under ITAR or the EAR.

7.9 Sector Disclosure and Pricing Rules

You must set up your AI Agents to give any information your sector's rules require. You must also set them up to avoid statements those rules forbid. For example, funeral providers in the United States must give accurate price information by telephone when asked. Your AI Agent must therefore give prices from your price list, or connect the caller to a person during the same call. California motor vehicle dealers must state the total price of a specific vehicle in their first written reply about it. If you cannot set up an AI Agent to meet a rule that applies to you, do not use the AI Agent for that kind of conversation.

8. Child Safety

8.1 Prohibition

• Customer accounts and operators must be at least 18 years old.
• You must not configure the Services to be directed to children under 13. You must not configure them to knowingly collect personal information from children under 13. The Children’s Online Privacy Protection Act (COPPA) and similar laws forbid this. No agreement with us can allow this.
• You must not configure the Services to target children aged 13 to 17, or intentionally collect their personal data, without our prior written agreement and all legally required safeguards. These include parental consent where required. Incidental end-user data must be handled under the Privacy Policy and DPA. It does not authorize a child-directed service.

8.2 CSAM Reporting

• Under our obligations in 18 U.S.C. § 2258A, we will report any apparent child sexual abuse material (CSAM) on or sent or passed on through the Services that we become aware of. We will report it to the National Center for Missing & Exploited Children (NCMEC) and cooperate fully with law enforcement. We may also keep and disclose related content and account details as the law requires.
• If you become aware of any CSAM or suspected child exploitation on the Services, you must immediately report it to us at abuse@masheev.com and to the right authorities.

9. Customer Responsibility for Content and AI Configuration

9.1 Customer Content

You are solely responsible for all content, data, materials, and information that you or your Users upload, submit, store, send or pass on, or process through the Services ("Customer Content"), including:

• Messages, communications, and conversations sent or received through any channel;
• Files, documents, images, audio recordings, and other media;
• Contact lists, customer databases, and end-user information;
• Knowledge bases, FAQs, and reference materials uploaded for use by AI features;
• Any content generated by AI features based on your setup and instructions.

We do not create, author, endorse, or assume any responsibility for Customer Content. We act as a neutral platform and data processor. You provide, control, and direct all Customer Content. You bear sole responsibility for its legality, accuracy, appropriateness, and rights clearance.

9.2 AI Agent Configuration

You are solely responsible for the setup, behavior, and outputs of AI agents created or configured through the Services, including:

• System prompts and instructions: All instructions, personas, tone settings, and behavioral guidance given to AI agents;
• Tools and integrations: All tools, APIs, data sources, and third-party integrations enabled for AI agents;
• Guardrails and restrictions: The adequacy of any safety guardrails, content filters, escalation rules, or human oversight mechanisms you configure;
• Knowledge bases and training materials: All documents, data, and reference materials given to AI agents for use in generating responses;
• Channel-specific settings: Voice, chat, SMS, email, and WhatsApp agent setups, including language, response limits, and escalation paths.

We do not review, approve, or validate your AI agent setups. Any review we carry out under Section 10 of this AUP or Section 6.15(f) of the Terms of Service is for our own purposes and does not change this. You are solely responsible for making sure your AI agents follow this AUP, applicable law, and industry regulations. Any harm, liability, or regulatory action arising from your AI agent setup is your sole responsibility.

9.3 End-User Interactions

You are solely responsible for all interactions between your configured AI agents and your end-users. We have no direct relationship with your end-users. We accept no liability for the accuracy, legality, or appropriateness of AI responses delivered to end-users through the Services.

9.4 Pass-Through Liability

All third-party claims, actions by regulators, fines, penalties, lawsuits, or demands arising from or related to Customer Content, your AI agent setup, or your use of the Services are your sole responsibility. Your obligations under Sections 6 and 13 of the Terms of Service apply to all such claims. This includes claims, investigations, fines, and fees from end-users, recipients of communications, regulators, carriers, communications platforms, and other third parties.

We make no representations or warranties about the accuracy, completeness, or fitness for purpose of any AI output. AI features are tools that work on your instructions and configuration. We are not liable for how you use those tools or what they produce under your direction.

10. Platform Rights and Monitoring

10.1 Right to Monitor and Analyze

We reserve the right, but have no obligation, to proactively monitor, scan, review, and analyze any and all content, communications, setups, and activities on the Services, including:

• Customer Content sent or passed on, stored, or processed through the Services;
• AI agent setups, system prompts, knowledge bases, and tool settings;
• Voice recordings, transcripts, and chat logs;
• API calls, webhook payloads, and integration data flows;
• Usage patterns, traffic volumes, and behavioral signals.

10.2 Automated Detection

We may use automated tools to detect possible violations of this AUP, including fraud, abuse, illegal activity, and security threats. These include artificial intelligence, machine learning models, pattern recognition, heuristic analysis, and rule-based systems. Automated detection may result in flagging, throttling, or temporary suspension of content or accounts pending human review.

10.3 Right to Review AI Agents

We reserve the right to review, audit, and analyze any AI agent you configure through the Services. This includes system prompts, tool settings, knowledge bases, and conversation logs. We may do so to:

• Investigate suspected AUP violations;
• Respond to abuse reports, legal requests, or inquiries from regulators;
• Ensure compliance with law that applies and platform safety standards;
• Protect the integrity, security, and reputation of the Services.

You instruct us to carry out reviews under this Section 10, limited to these purposes. This is a documented instruction under Section 5.1 of the Data Processing Addendum. Our staff cannot browse conversations in the application. Access to Customer Content for these purposes is limited and logged where the platform supports it (see Annex II of the Data Processing Addendum).

10.4 Preservation and Disclosure

We may keep and disclose Customer Content, account information, and usage data without your prior consent when we believe in good faith that this is necessary to:

• Comply with law that applies to us, regulation, legal process, or an enforceable government request;
• Enforce this AUP or the Terms of Service;
• Respond to claims that any content violates the rights of third parties;
• Protect the rights, property, or personal safety of the Company, our users, or the public;
• Cooperate with law enforcement investigations, including investigations of fraud, child exploitation, terrorism, or other criminal activity.

10.5 No Duty to Monitor

Nothing in this Section 10 obliges us to monitor Customer Content or your use of the Services. Our choice not to monitor is not an endorsement, approval, or acceptance of responsibility for any Customer Content.

11. Enforcement

11.1 Enforcement Actions

We reserve the right, but have no obligation, to investigate any suspected violation of this AUP. In response to a violation or suspected violation, we may take any of the following actions, at our sole discretion:

• Investigate the nature and extent of the violation;
• Immediately suspend or end your access to the Services, with or without notice;
• Remove, disable, restrict access to, or delete any content that violates this AUP;
• Disable, change, or restrict any AI agent setup that violates this AUP or poses a risk to the platform, our users, or third parties;
• Report the violation to law enforcement authorities if we believe it involves illegal activity;
• Report apparent violations of child exploitation laws to NCMEC and the right law enforcement authorities as the law requires;
• Cooperate with law enforcement authorities in the investigation and prosecution of any suspected criminal activity, including giving access to relevant Customer Content, account data, and usage records;
• Withhold or offset amounts we owe you against amounts you owe us under the Terms of Service. This does not remove any refund right stated in the Terms of Service;
• Take any other action we deem necessary and appropriate to protect the integrity, security, and availability of the Services and the rights and safety of our users.

11.2 Immediate Action

We may take immediate enforcement action, including suspension or termination without prior notice, when we reasonably determine that:

• Your use of the Services poses an imminent risk to the safety, security, or integrity of the Services, our users, or third parties;
• Your use of the Services involves suspected illegal activity, including fraud, terrorism, child exploitation, or sanctions violations;
• Continued access could expose us to material legal liability;
• A law enforcement authority or regulator has requested or ordered the action, or has made an inquiry about your communications;
• A carrier or communications platform has reported, blocked, filtered, or complained about your traffic, or has restricted our service because of it; or
• Delay in action could result in irreparable harm to any person.

11.3 No Liability for Good-Faith Enforcement

We have no liability to you for any enforcement action taken in good faith, and on a reasonable belief, under this AUP. This includes suspension, termination, content removal, AI agent changes, or account restriction. You expressly waive any and all claims for damages, lost revenue, lost profits, business interruption, or consequential losses arising from or related to any good-faith enforcement action. This applies even if the action is later found to rest on incomplete information or an incorrect assessment. It applies provided we took the action in good faith and on a reasonable belief at the time. If we find that we took an action in error, we will restore the affected service promptly. This Section does not limit the specific refund rights in the Terms of Service.

11.4 Notice

We will make reasonable efforts to give notice before or at the time of any enforcement action, except where:

• Immediate action is necessary to protect safety or security;
• Notice is prohibited by law or a law enforcement request;
• The violation involves suspected criminal activity; or
• Giving notice could compromise an ongoing investigation.

12. Reporting Violations

If you become aware of any violation of this AUP, or if you believe that any content or activity on the Services violates this AUP or the law, please report it to us at:

• Email: abuse@masheev.com

For suspected child exploitation or CSAM, you may also report directly to:

• NCMEC CyberTipline: www.missingkids.org/gethelpnow/cybertipline

We take all reports seriously and will investigate in a timely manner. We appreciate your help in keeping the platform safe and compliant for all users.

Security research that complies with the scope and safe-harbour conditions in our Security Policy is expressly permitted under this policy. Testing outside that scope requires prior written authorization.