Acceptable Use Policy

Effective Date: April 5, 2026 Last Updated: May 24, 2026 Version: 2.1

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1. Purpose

This Acceptable Use Policy ("AUP") defines the rules for using the hiroi omni-channel AI agent platform ("Service"). This AUP is incorporated into and forms part of our Terms of Service.

hiroi provides AI agents that make and receive phone calls, send and receive SMS messages, send email campaigns, and interact via web chat. The power of these tools requires responsible use. This AUP protects the Service, its users, and the individuals your AI agents contact.

2. Prohibited Content

You may not use the Service to create, send, or facilitate:

• Illegal content: Material that violates any applicable law or regulation
• Harmful content: Content that incites violence, self-harm, or dangerous activities
• Hate speech: Content promoting hatred or discrimination based on race, ethnicity, religion, gender, sexual orientation, disability, or other protected characteristics
• Child exploitation: Any content involving the exploitation of minors
• Harassment and stalking: Content designed to harass, threaten, bully, or intimidate individuals
• Deceptive content: False or misleading representations of products, services, or identity
• Malware and phishing: Attempts to distribute malicious code or steal credentials through any channel
• Illegal financial schemes: Pyramid schemes, Ponzi schemes, fraudulent investment offers
• Intellectual property violations: Content that infringes copyrights, trademarks, or other IP rights

3. Prohibited Telephony and Messaging Activities

3.1 Consent Violations

You may not:

• Contact individuals via automated calls or SMS without the required prior express written consent under TCPA
• Continue to contact individuals after they have opted out or requested not to be contacted
• Ignore or delay processing of opt-out requests (STOP, UNSUBSCRIBE, DO NOT CALL, etc.)
• Circumvent or disable the opt-out mechanisms built into the Service
• Contact numbers on the National Do Not Call Registry without a lawful exemption

3.2 Illegal Robocalling

You may not use the Service for:

• Robocall fraud, including illegal political robocalls, government impersonation, or Social Security scams
• Caller ID spoofing in violation of the Truth in Caller ID Act
• Wangiri / one-ring scams
• Calls to emergency services lines (911, 112, etc.)
• Calls to hospital patient rooms, law enforcement lines, or other protected numbers
• Sequential or predictive dialing without complying with applicable abandon rate limits

3.3 SMS Violations

You may not:

• Send unsolicited commercial text messages (spam SMS)
• Use short message service for phishing, smishing, or credential theft
• Violate A2P 10DLC registration requirements for US SMS traffic
• Send messages at a volume that constitutes abuse of carrier networks
• Use the Service to send SMS to premium-rate numbers for fraudulent revenue generation

3.4 Email Violations

You may not:

• Send unsolicited bulk commercial email (spam)
• Use false or misleading email headers or subject lines
• Send emails without a valid physical postal address
• Fail to include a functional unsubscribe mechanism in commercial emails
• Fail to honor unsubscribe requests within 10 business days
• Send email that violates the CAN-SPAM Act, CASL, GDPR, or other applicable email laws
• Use purchased, scraped, or rented email lists without evidence of prior consent

4. Prohibited AI Agent Configurations

4.1 Identity and Disclosure

You may not configure AI agents to:

• Claim to be human when sincerely asked by the person they are speaking with
• Deny being an AI when directly and sincerely asked
• Impersonate specific real individuals (living or deceased) without their explicit written consent
• Impersonate government agencies, law enforcement, banks, or other organizations in a deceptive manner
• Use voice cloning to replicate a specific person's voice without their consent

4.2 Deceptive Practices

You may not configure AI agents to:

• Make false claims about products, services, prices, or availability
• Engage in high-pressure tactics that exploit vulnerable individuals
• Collect personal information deceptively or under false pretenses
• Pose as a human representative when the recipient sincerely asks whether they are speaking to a person or AI

4.3 Prohibited Verticals

You may not use AI calling or messaging for:

• Debt collection in violation of the Fair Debt Collection Practices Act (FDCPA) or applicable state laws
• Illegal gambling operations
• Cannabis sales or distribution where prohibited by law
• Firearms sales without complying with applicable regulations
• Multi-level marketing schemes that violate FTC guidelines
• Any use case prohibited by applicable federal, state, or local law

4.4 Professional Advice Restrictions

AI agents may not provide:

• Medical diagnosis or treatment advice without clear disclaimers that the information is AI-generated and not a substitute for licensed medical care
• Legal advice purporting to create an attorney-client relationship
• Investment advice or financial recommendations without appropriate licensing disclosures

5. Data Handling Obligations

When using the Service, you must:

• Have lawful rights to use, store, and communicate with all contacts you upload
• Obtain and maintain records of the consent basis for contacting each individual
• Comply with all applicable data protection laws when collecting and processing contact data
• Not use the Service to collect sensitive personal data (health, financial, biometric) without a valid legal basis and appropriate safeguards
• Not import contact lists obtained through scraping, data brokers, or other means that do not include verified consent

6. Security and System Integrity

You may not:

• Attempt to gain unauthorized access to the Service, other accounts, or related systems
• Probe, scan, or test the vulnerability of the Service without written authorization
• Circumvent rate limiting, authentication, or other security measures
• Use automated tools to create accounts or farm credits
• Interfere with other users' access to the Service
• Attempt to bypass carrier-level spam filtering through technical manipulation

7. Contact and Outreach Volume

You must not generate outreach volume that:

• Violates carrier acceptable use policies
• Triggers carrier-level spam flags that affect other customers on shared infrastructure
• Exceeds the limits set by your subscription plan
• Constitutes a pattern of targeted harassment against individuals

8. Enforcement

8.1 Investigation

We may investigate reported or detected violations. During investigation, we may:

• Review AI agent configurations, campaign settings, and communication logs
• Temporarily restrict access to calling, SMS, or email features
• Contact you for clarification
• Share information with carriers, regulators, or law enforcement where required

8.2 Actions

Violations of this AUP may result in:

1. Warning: Written notice with required corrective action
2. Feature suspension: Temporary suspension of specific channels (calling, SMS, email) while account access continues
3. Campaign pause: Immediate pause of active campaigns
4. Account suspension: Full account suspension
5. Account termination: Permanent termination, forfeiture of credits
6. Legal referral: Referral to law enforcement or regulatory agencies for serious violations

The severity of enforcement depends on the nature, frequency, and impact of violations.

8.3 Carrier and Regulatory Cooperation

hiroi may be required to disable accounts or features in response to:

• Carrier trust and safety actions
• FCC, FTC, or state attorney general orders
• Court orders or legal process
• Credible reports of illegal telemarketing or spam activity

8.4 Appeal Process

If you believe enforcement was applied in error, you may appeal by contacting compliance@hiroi.ai within 30 days. Appeals are reviewed within 10 business days.

9. Reporting Violations

To report a violation of this AUP:

Email: abuse@hiroi.ai

Please include:

• Description of the violation
• Phone number, email, or identifier of the AI agent involved
• Date, time, and channel of the communication you received
• Any supporting evidence (recordings, screenshots, etc.)

10. Changes

We may update this AUP to address new types of misuse or clarify existing rules. Material changes will be communicated through the Service and via email.

11. Contact

For questions about this AUP:

hiroi Email: compliance@hiroi.ai