Acceptable use policy

1. Scope

This acceptable use policy forms part of the TuniCall terms of service. It applies to every customer, to every user of a customer’s workspace, and to everything done through that workspace, including by the AI agents the customer configures. It applies to the hosted service and to self-hosted deployments that we license. Words with capital letters have the meanings given in the terms of service.

The customer is responsible for making sure that its users and AI agents comply with this policy. A breach of this policy is a material breach of the terms of service.

The examples below are not exhaustive. Anything that is unlawful, harmful or deceptive is prohibited even if it is not listed. You must also comply with the policies of your Providers, which may be stricter.

2. General principles

• Lawful. Comply with the law of every country where you call people, as well as the law that applies to you.
• Consent first. Contact only people who have agreed to be contacted in the way you contact them, or whom the law otherwise allows you to contact, and respect their choices immediately.
• Transparent. Say who you are and why you are calling, and disclose the use of AI agents, artificial voices, transcription and recording wherever required.
• Respectful. Respect people’s time, privacy and calling hours, and never pressure, mislead or harass them.
• Supervised. Keep people in charge of your AI agents: test them, monitor their conversations and let a person take over when needed.

3. Prohibited calling practices

You must not use TuniCall to:

• call anyone without the consent or other legal basis the law requires for the purpose and method used, including automated calls, calls by AI agents and calls with artificial voices;
• contact people who have opted out, objected or withdrawn their consent, or who are registered on a do-not-call or opposition list that applies to you, or remove a do-not-contact flag without a new, valid and documented consent;
• call numbers taken from purchased, rented, scraped or harvested lists, unless each person gave consent that specifically covers your business and the purpose;
• generate numbers randomly or sequentially, or call numbers only to find out whether they are in service;
• place calls outside the days and hours allowed where the person is located, or call the same person more often than the law allows or than is reasonable;
• make silent or abandoned calls, or calls that ring briefly and hang up to provoke a call back;
• engage two or more lines of the same business or organisation at the same time, or otherwise tie up lines;
• harass, threaten, intimidate or abuse anyone, or contact a person who has asked you to stop;
• collect debts in breach of debt collection laws, or use misleading, aggressive or threatening collection practices;
• carry out fraud, scams, phishing by phone, or any deceptive telemarketing;
• ask people for payment card numbers, bank credentials, passwords or one-time security codes through an AI agent.

4. Robocalls, caller ID and spoofing

Automated calls and calls made with artificial or AI-generated voices are strictly regulated in many countries. When you use TuniCall:

• use as caller ID only numbers that you own or that your carrier has assigned to you or authorised you to use;
• never spoof, falsify or hide a caller ID, rotate numbers to avoid blocking or identification, or display a number that misleads people about who you are or where you are calling from;
• make sure that people can call the displayed number back to reach your business or to opt out, where the law requires it;
• identify your business at the start of every automated call, state its purpose, and provide the disclosures and opt-out mechanism that the law requires for automated, prerecorded or artificial voice calls;
• do not use AI agents or artificial voices for calls for which the law requires a consent you do not have. For example, in the United States, the FCC treats AI-generated voices as artificial voices under the Telephone Consumer Protection Act;
• comply with your carriers’ and Providers’ rules on call volumes, caller authentication, number and brand registration, and caller name display.

5. Emergency services and critical communications

TuniCall is not a telephone service and cannot be used to reach emergency services. Outbound calls are limited to ordinary landline and mobile numbers in the countries enabled for your workspace.

• Do not try to call or overload emergency numbers, public safety answering points, police, fire or ambulance services, or any other emergency line.
• Do not call healthcare facility emergency lines, patient rooms or any other line where the law prohibits automated calls.
• Do not use TuniCall for life-critical or safety-critical communications, such as medical alerts, alarm monitoring or crisis lines, where a failure or delay could cause death, injury or serious damage.
• Do not configure AI agents to handle emergencies. Instruct them to tell any caller who describes an emergency to hang up and call the local emergency number, and to offer a transfer to a person where available.

6. Sensitive and regulated sectors

Some activities carry higher risks for the people you contact and are subject to specific rules. If you operate in one of them, you must hold every licence, registration and specific consent required, and comply with all sector rules. In particular:

• Health. Do not use AI agents to diagnose, give medical advice or triage emergencies. Process health data only where the law allows it, with the required safeguards. Do not use TuniCall to process health information that is subject to laws requiring a specific agreement with us, such as a HIPAA business associate agreement in the United States, unless we have signed one with you.
• Financial services, insurance and debt collection. Comply with licensing, disclosure and conduct rules. Do not use AI agents to make credit or insurance decisions without human review.
• Political, electoral and advocacy communications. These are allowed only where the law permits them, in full compliance with the specific rules on such calls, and with our prior written approval.
• Charities and fundraising. Comply with fundraising rules and the preferences of the people you contact.
• Children. Do not target minors. Obtain any parental consent and apply any additional safeguards the law requires before contacting a minor.
• Age-restricted and high-risk offers. Promoting gambling, alcohol, tobacco or vaping products, weapons or adult content is prohibited unless it is lawful where you and the recipient are located, is directed only at adults who have consented, and we have approved it in writing. Promoting payday loans, debt relief or credit repair offers, or cryptocurrency and other speculative investment schemes through automated calls or marketing calls is prohibited.

7. AI impersonation and deception

AI agents must never be used to deceive the people you contact. You must not:

• hide that a person is speaking with an AI agent or an artificial voice where the law or your Providers require disclosure, or instruct an AI agent to deny being an AI when someone sincerely asks;
• impersonate any real person, including public figures and your own staff without their permission, or any organisation, public authority, bank, Provider or emergency service;
• clone or imitate the voice of a real person without that person’s explicit consent and the rights needed to use it, or create audio “deepfakes”;
• use AI agents to manipulate people, to put them under undue pressure, or to exploit vulnerabilities related to their age, disability, health or financial situation;
• instruct AI agents to make false or misleading statements, invent facts, offers, reviews or endorsements, or claim that a call is urgent, official or personal when it is not;
• use the output of conversations to infer people’s emotions in a workplace or education setting, or to categorise people by sensitive characteristics, where the law prohibits it;
• make decisions with legal or similarly significant effects on people based solely on an AI agent’s output, where the law requires human review;
• try to bypass the safety systems of your AI Providers or make AI agents generate content those Providers prohibit.

8. Content rules

You must not say, send, store or upload through TuniCall, including in greetings, instructions, knowledge documents and notes, any content that:

• is illegal, or promotes or facilitates illegal activity;
• infringes the intellectual property, privacy, image or publicity rights of others;
• is defamatory, hateful, harassing, threatening or violent, or incites discrimination or violence;
• sexually exploits or endangers children, which is strictly prohibited in every case, or is sexually explicit;
• contains malware, malicious links or links designed to hide their destination;
• spreads false information that could cause harm, for example about health, safety or elections;
• breaches the content and usage policies of your Providers.

Never put passwords, API keys, payment card data or special categories of personal data in agent instructions or knowledge documents.

9. Data and contact lists

• Upload and use only personal data that you have obtained lawfully and are allowed to use for the purpose concerned.
• Keep your contact lists accurate. Remove numbers that are disconnected or reassigned to someone else, and use the tools available for this where they exist, such as the Reassigned Numbers Database in the United States.
• Record consent in TuniCall only when it was actually given, with an accurate source. Never mark contacts as consenting in bulk without individual proof of each consent.
• Do not use TuniCall to collect personal data for resale, or to build profiles of people for purposes they would not reasonably expect.
• Do not process special categories of personal data, or data about criminal convictions, without a legal basis and the safeguards the law requires.

10. Security and technical abuse

You must not:

• access or try to access the service, another customer’s workspace or data, or any Provider account without authorisation;
• probe, scan or test the vulnerability of the service without our written permission. If you find a vulnerability, report it to us privately through our contact form, as described on our security page;
• interfere with or overload the service, send excessive automated requests, or bypass rate limits or bot protection;
• bypass or weaken the safeguards of the service, such as consent checks, do-not-contact flags, country restrictions, business hours, budgets or the emergency stop;
• introduce malware, or use the service to attack others, for example through telephony denial of service, toll fraud or artificially inflated traffic;
• decompile or reverse engineer the service, except to the extent mandatory law allows it;
• share accounts or credentials, or resell or make the service available to third parties without a written agreement with us.

11. Provider policies

Your calls and AI agents also run on the services of your Providers, which have their own rules. You must comply with them, including the acceptable use policies of your telephony provider and the usage policies of your AI, speech recognition and voice providers.

A Provider may restrict or suspend your account if you breach its rules. We are not responsible for such decisions, and a breach of a Provider’s rules through TuniCall is also a breach of this policy.

12. Reporting abuse

If you received unwanted calls from a business that uses TuniCall, please first ask that business to stop. You can also report the matter to us through our contact form, with the number that called you, the date and time, and a short description. We will look into it and may pass your report on to the business concerned.

You can also complain to your telecommunications regulator or your data protection authority.

13. Enforcement

We may investigate any suspected breach of this policy. We may ask you for information about your calls and contact lists, including proof of consent, and you must provide it promptly and within the time we reasonably set.

If we reasonably believe that this policy has been breached, we may, depending on the seriousness of the breach:

• warn you and ask you to take corrective measures;
• pause Campaigns, disable AI agents or stop automated calls;
• block destinations, numbers or features;
• suspend users or the whole workspace;
• terminate the agreement, as provided in the terms of service;
• inform Providers, carriers or the competent authorities where the law requires it or where it is necessary to prevent harm, and cooperate with their investigations, including requests to trace the origin of calls.

We may act without prior notice when necessary to prevent harm or when required by law. Fees remain payable during a justified suspension, and your indemnity under the terms of service applies to claims arising from a breach of this policy.

14. Changes to this policy

We may update this policy to reflect new laws, Provider requirements or forms of abuse. Updates required by law or by Providers apply as soon as they are published. Other material updates follow the change process in the terms of service. The “last updated” date at the top of this page shows the current version.