Acceptable Use Policy

1. General principle

The platform talks to your leads on your behalf over WhatsApp, e-mail and SMS, using the number, credentials and integrations you connect. Abuse does not only affect your account: it can compromise the channel integrations and every customer's access to the partner platforms. That is why these rules are enforced strictly.

The service is built for inbound leads: people who filled in your form, clicked your ad or contacted your business. It is not a tool for mass cold outreach.

You are responsible for the AI agent's configuration, for the content of the messages sent on your behalf and for making sure your operation complies with applicable law and with the terms of each connected channel.

2. Prohibited conduct

You may not use the platform to:

• Send spam or unsolicited bulk messages over WhatsApp, SMS or e-mail.
• Contact purchased, scraped or third-party lists of people who have no prior relationship with your business.
• Violate the WhatsApp Business terms or Meta's platform terms, or the telecom regulations applicable to the channels you use.
• Deceive leads about talking to an automated agent where that disclosure is required by law or by the channel.
• Use lead data for purposes the lead would not expect, or share it with third parties without a legitimate basis.
• Harass, threaten, intimidate or discriminate against leads or anyone else.
• Promote unlawful offers, financial scams, pyramid schemes or misleading results claims.
• Distribute malware, phishing or malicious links, or attempt to reach other workspaces' areas and data.
• Circumvent rate limits, follow-up limits, security checks or the restrictions of connected channels.
• Run load tests, scans or reverse engineering against the platform without written authorisation.
• Resell or sublicense access to the platform outside a partnership agreement signed with us.

3. Responsible use of AI

The AI agent answers based on the knowledge base and instructions you configure. Review that configuration before enabling it: you are accountable for the messages sent on your behalf, including any inaccuracy produced by the model.

• Do not configure the agent to impersonate a real person without their authorisation.
• Disclose the automated service whenever the channel or the law requires it, and hand the conversation over to a human when the lead asks.
• Do not put sensitive personal data, credentials or third-party confidential information into the knowledge base.

4. Restricted sectors

Some sectors require prior authorisation and may face extra restrictions from the messaging channels themselves or from the payment processor: gambling, crypto assets, lending, healthcare, supplements, tobacco, weapons and adult content.

If you operate in these sectors, talk to us at socio@sociosai.com before subscribing.

5. How we enforce this policy

On identifying a breach we may, depending on severity: notify you, limit features, pause message sending, suspend the account or terminate it permanently.

Serious breaches result in immediate suspension without prior notice. That covers mass spam blasts, unlawful content, fraud, compromising platform security or putting our channel integrations at risk.

We may also suspend accounts preventively where necessary to protect the channel integrations and comply with requirements from partner platforms, such as Meta and Google, or from telecom carriers.

Terminations for breach do not entitle you to a refund, as set out in the Refund Policy.

6. Reporting abuse

To report abusive use of the platform, send whatever evidence you have through the support channels listed on the contact page. We review every report and protect the reporter's identity.

Direct channel for reports: socio@sociosai.com.