Acceptable Use Policy

This Acceptable Use Policy (“AUP”) governs all use of the VoiceCraft platform, including the voice agent, SMS and WhatsApp messaging, voice-commerce features, and forms. It applies to all customers, their agents, and any end-users accessing VoiceCraft-powered services.

This AUP is incorporated into the VoiceCraft Terms of Service. Violation of this AUP may result in suspension or termination of service as described in Section 12.

VoiceCraft reserves the right to update this AUP at any time. Material changes will be communicated via email to the OWNER of each organization at least 30 days before taking effect.

Customers must comply with all applicable federal, state, local, and international laws when using VoiceCraft. The following laws are particularly relevant and apply where their requirements are triggered:

• TCPA (Telephone Consumer Protection Act) for automated calls and texts to US numbers.
• CAN-SPAM Act for commercial electronic messages.
• A2P 10DLC carrier requirements and The Campaign Registry (TCR) registration obligations for application-to-person SMS in the United States.
• CTIA Messaging Principles and Best Practices for all SMS messaging.
• Meta WhatsApp Business Messaging Policy for all WhatsApp communications.
• GDPR and UK GDPR for processing personal data of individuals in the EU or UK.
• CCPA and applicable US state privacy laws for California residents and other covered individuals.
• HIPAA for any covered entity or business associate processing protected health information.
• State-level call recording and consent laws, including two-party consent requirements applicable in certain US states.

VoiceCraft may not be used to transmit, facilitate, or promote the following content or services. This list is not exhaustive.

Carrier-restricted content

• SHAFT content (sex/adult content, hate speech, alcohol, firearms, tobacco/nicotine) via SMS to US numbers without applicable carrier approval and age verification.
• Cannabis, vape, CBD, and hemp product promotion via SMS to US numbers.
• Gambling content where prohibited by applicable law or carrier policy.
• High-risk financial services including debt collection, payday lending, loan modification, and credit repair, without separate carrier-approved compliance documentation.
• Cryptocurrency promotion via SMS.
• Political mass-messaging campaigns without explicit recipient consent and required jurisdictional disclosures.

Harmful and illegal content

• Hate speech, harassment, threats, or content that incites or glorifies violence.
• Child sexual abuse material (CSAM) or any content that exploits, depicts, or endangers minors. Violations of this prohibition will be reported to the National Center for Missing and Exploited Children (NCMEC) and relevant law enforcement.
• Sweepstakes, contests, or lottery promotions without registration in applicable jurisdictions and required disclosures.
• Phishing, fraud, impersonation of government agencies, or identity theft.

The Customer must obtain valid prior express consent before sending any outbound SMS or WhatsApp message through VoiceCraft.

Accepted consent methods:

• Verbal consent collected during an inbound call by the VoiceCraft voice agent, following the disclosure script documented at voicescraft.app/sms-consent.
• Written consent collected through a web form or other mechanism that clearly identifies the sender and describes the message types.

Recipient opt-out via standard keywords (STOP, UNSUBSCRIBE, CANCEL, END, QUIT) must be honored immediately and permanently for that sender number until the recipient re-subscribes. VoiceCraft enforces this automatically at the platform level. See the SMS Consent Process page for full details.

Customers sending SMS to US numbers via VoiceCraft must register their business and messaging campaign with The Campaign Registry (TCR) before sending any messages. Unregistered messaging to US numbers is blocked by carriers and may result in message filtering or number suspension.

VoiceCraft assists with campaign registration documentation, but the Customer is solely responsible for:

• Providing an accurate campaign description that reflects actual message types.
• Maintaining ongoing compliance with TCR campaign requirements.
• Updating the campaign registration if messaging use cases change.

Customers who misrepresent their campaign use case to TCR or to VoiceCraft are in violation of this AUP and may be immediately suspended.

VoiceCraft is not HIPAA-enabled by default. Customers must not transmit, store, or process Protected Health Information (PHI) through VoiceCraft unless all three of the following conditions are satisfied:

1. VoiceCraft has explicitly enabled HIPAA mode for the Customer's organization.
2. A signed Business Associate Agreement (BAA) is in place between the Customer and VoiceCraft.
3. The Customer has implemented appropriate internal safeguards as required by the HIPAA Security Rule.

Transmitting PHI in violation of this section may result in immediate suspension of the Customer's account without prior notice.

For inquiries about the HIPAA BAA program, contact privacy@voicescraft.app.

VoiceCraft is not a replacement for 911 emergency services, crisis hotlines, lifeline support lines, medical advice, or any other safety-critical communication channel.

Customers must not configure their voice agents to handle emergency calls as the primary response path. Agents must be configured to escalate, transfer, or provide emergency service instructions when a caller indicates an emergency situation.

VoiceCraft provides a warm transfer feature specifically to enable agents to hand off calls to a live person or emergency services when required.

Voice agents configured through VoiceCraft must accurately represent the business they serve. Agents must not:

• Impersonate a specific individual without that person's explicit written consent.
• Claim to represent a government agency, regulatory body, law enforcement, or emergency service.
• Represent a business or organization that the Customer does not own or have authorization to represent.
• Represent a competitor business or use a name that could cause confusion with a third party.

The business identity in every outbound message and agent greeting must match the Customer's registered business name and verified phone number.

The following actions are prohibited and may result in immediate suspension:

• Reverse engineering, decompiling, or disassembling any part of the VoiceCraft platform.
• Automated scraping, probing, or enumeration of VoiceCraft APIs beyond reasonable use of the documented API surface.
• Exhaustion attacks or deliberate attempts to degrade service availability for other customers.
• Attempting to access, read, or modify data belonging to another organization.
• Circumventing or attempting to circumvent rate limits, authentication controls, or access restrictions.

API endpoints are subject to reasonable rate limits enforced at the platform layer. Customers who require higher limits for legitimate use cases may contact support.

Customers using VoiceCraft voice-commerce features are responsible for maintaining accurate and current catalog data, including:

• Item names, descriptions, and pricing.
• Allergen and dietary information where applicable.
• Modifier rules and availability.
• Pickup and delivery time estimates.

VoiceCraft is not liable for customer losses, including chargebacks, refunds, or regulatory action, resulting from inaccurate catalog data published by the Customer.

VoiceCraft records calls for quality, training, and transcription purposes. The Customer is responsible for ensuring that applicable call recording consent requirements are satisfied in their jurisdiction and for each call handled by their agent.

In US states that require two-party consent for call recording (including California, Connecticut, Florida, Illinois, Maryland, Massachusetts, Michigan, Montana, New Hampshire, Oregon, Pennsylvania, and Washington), the Customer must configure their agent to play a recording disclosure at the start of each call.

VoiceCraft provides a configurable recording disclosure announcement feature. Customers in two-party consent states must enable this feature. Failure to do so is a violation of this AUP and may expose the Customer to legal liability.

VoiceCraft monitors for AUP violations through automated signals and user reports. When a violation is detected or reported:

• Severe violations (including CSAM, identity fraud, illegal content, and imminent harm) will result in immediate account suspension without prior notice.
• Other violations will result in written notice to the OWNER and a reasonable cure period appropriate to the severity. Failure to cure within the specified period may result in suspension or termination.

Account suspension does not relieve the Customer of the obligation to pay accrued fees for the billing period in which the suspension occurred.

VoiceCraft will cooperate with law enforcement investigations and respond to lawful legal process as described in our Privacy Policy.