Acceptable Use Policy

1. Purpose and Scope

The purpose of this Policy is to protect Loop, its customers, end recipients, providers, carriers, partners, and the broader public from unlawful, deceptive, abusive, insecure, or otherwise harmful use of the Services.

Loop provides communications and automation technology for business use. Because the Services may be used to place calls, send messages, leave voicemails, record interactions, store transcripts, and automate customer communications, misuse of the Services may create significant legal, regulatory, privacy, carrier, reputational, and security risk.

Accordingly, this Policy defines prohibited conduct and restricted uses and explains Loop's rights to investigate and enforce compliance.

The Services may be used only for lawful business purposes and only in a manner consistent with:

• this Policy;
• the Master Subscription Agreement and any applicable Order Form;
• the Privacy Policy and, where applicable, the Data Processing Addendum;
• the Documentation;
• all applicable laws, regulations, industry rules, and provider requirements.

2. Relationship to Other Agreements

This Policy is incorporated by reference into the Loop Voice Master Subscription Agreement and any other agreement governing Customer's use of the Services.

Any violation of this Policy constitutes a violation of the applicable customer agreement and may constitute a material breach of that agreement.

In the event of a conflict between this Policy and a separately negotiated written agreement expressly signed by Loop, that separately negotiated agreement will control only to the extent of the express conflict and only for the specific subject matter addressed therein.

Nothing in this Policy limits any rights or remedies available to Loop under contract, law, equity, or provider rules.

3. Customer Responsibility and Account Responsibility

Customer is solely responsible for all use of the Services under its account, workspace, credentials, integrations, API keys, numbers, and configurations, including use by:

• employees;
• administrators;
• contractors;
• agencies;
• consultants;
• affiliates;
• clients;
• authorized users;
• unauthorized users who gain access through Customer's failure to protect credentials or systems.

Customer is solely responsible for:

• all campaigns, communications, scripts, prompts, offers, discounts, workflows, and automations deployed through the Services;
• all contact data, phone numbers, recordings, transcripts, and other data uploaded to or processed through the Services;
• all use of third-party data or systems connected to the Services;
• obtaining all rights, consents, permissions, notices, and lawful bases required for Customer's use of the Services;
• ensuring that all information supplied to Loop is accurate, complete, current, and lawful.

If Customer is an agency or service provider acting for a merchant, brand, or other client, Customer represents and warrants that it has all required authority to act on behalf of that client and remains fully responsible for the client's compliance and for all use of the Services performed under Customer's account.

4. General Compliance Obligations

Customer must use the Services only in compliance with:

• all applicable laws, regulations, and governmental requirements;
• all applicable telemarketing, privacy, communications, consumer protection, recording, direct marketing, unfair competition, sanctions, export control, and data protection laws;
• applicable carrier, number provider, telecom, cloud, integration, and platform requirements;
• the Documentation and any written instructions or restrictions communicated by Loop.

Customer must not use the Services:

• for any unlawful purpose;
• in any way that violates the rights of others;
• in any way that creates material fraud, safety, privacy, security, or reputational risk;
• in any way that could impair, disrupt, overburden, or compromise the Services or third-party systems used with the Services.

Loop may determine, acting reasonably or in good faith as appropriate under the circumstances, that certain use cases, campaigns, content categories, or operational patterns are not permitted even if not expressly listed in this Policy where such use creates legal, regulatory, provider, carrier, abuse, fraud, safety, or reputational risk.

5. Prohibited Content and Conduct

Customer must not use the Services to create, upload, store, send, transmit, display, process, promote, or facilitate any content, communication, campaign, workflow, or activity that:

5.1 Is unlawful or rights-violating

Includes, promotes, facilitates, or relates to:

• unlawful activity;
• content that infringes or misappropriates intellectual property rights, publicity rights, privacy rights, confidentiality rights, or other rights of any person or entity;
• unlawful collection, disclosure, sale, or use of personal data;
• unauthorized interception, surveillance, or recording.

5.2 Is fraudulent, deceptive, or misleading

Includes or facilitates:

• fraud;
• phishing;
• scams;
• social engineering;
• impersonation;
• deceptive sales tactics;
• false claims;
• misleading promises;
• fake urgency;
• misrepresentation of identity, affiliation, product availability, discounts, terms, or intent;
• deceptive caller identification;
• unauthorized brand impersonation.

5.3 Is abusive or harmful

Includes, promotes, or facilitates:

• harassment;
• threats;
• intimidation;
• stalking;
• hate speech;
• discriminatory abuse;
• defamation;
• extortion;
• incitement of violence;
• promotion of violence or self-harm;
• exploitation or abuse of vulnerable persons.

5.4 Is obscene or inappropriate

Includes or facilitates:

• pornography;
• sexually explicit content;
• obscene material;
• exploitative sexual content;
• any unlawful sexual material.

5.5 Violates commercial honesty

Includes:

• fabricated testimonials;
• fake customer interactions;
• false discounts;
• deceptive offers;
• unauthorized endorsements;
• inaccurate product claims;
• bait-and-switch communications.

5.6 Attempts to evade enforcement or accountability

Includes:

• hiding identity to avoid detection;
• rotating campaigns, numbers, or accounts to circumvent blocks or complaints;
• use of proxies, aliases, or alternate accounts to evade suspension;
• use of prompts or logic designed to mask prohibited conduct.

6. Communications, Calling, SMS, Voicemail, and Recording Rules

Because the Services may be used to call, text, leave voicemail, record interactions, and process transcripts, the following rules are fundamental.

Customer must not use the Services to place, initiate, route, automate, support, or enable any communication unless Customer has independently confirmed that such communication is lawful in the relevant jurisdiction.

6.1 Consent and lawful basis

Customer must not:

• place calls, send SMS, leave voicemail, or initiate AI voice interactions without all required consents, permissions, authorizations, and lawful bases;
• rely on implied, assumed, inferred, purchased, or unclear consent where applicable law requires express or otherwise specific consent;
• continue contacting recipients after revocation of consent, opt-out, unsubscribe, suppression request, or other lawful objection.

6.2 Calling windows, quiet hours, and cadence

Customer must not:

• place calls or send follow-ups outside legally permitted hours or in restricted jurisdictions;
• configure excessive retry logic, spam-like outreach, unreasonable call frequency, or abusive contact cadence;
• ignore suppression lists, do-not-contact rules, frequency caps, or internal restrictions reasonably necessary to prevent abuse.

6.3 Lists and contact data

Customer must not:

• upload, use, or process purchased, scraped, rented, unlawfully obtained, or unauthorized contact lists;
• contact persons whose data was collected without appropriate notice or legal basis;
• use stale, inaccurate, or improperly sourced phone number data where such use creates compliance risk.

6.4 Caller identity, local presence, and numbers

Customer must not:

• use misleading caller ID information;
• misrepresent the identity of the caller or sender;
• display a brand name, business name, or caller identity without authorization;
• use local presence, rotating numbers, international numbers, or number masking in a deceptive or unlawful manner;
• spoof numbers or otherwise falsify origin information.

6.5 Recording, transcription, and disclosures

Customer must not:

• record calls without any legally required prior or contemporaneous disclosures;
• store, use, export, or share recordings or transcripts in violation of law or contract;
• use transcripts or summaries for unlawful profiling, surveillance, discrimination, or other improper purposes.

6.6 SMS and voicemail

Customer must not:

• send SMS in violation of consent requirements, opt-out rules, carrier rules, or local laws;
• leave voicemail where prohibited by law or in a deceptive or abusive manner;
• use voicemail or SMS as a workaround to evade stricter calling or telemarketing rules.

6.7 Marketing, offers, and claims

Customer must not use the Services to communicate:

• false, deceptive, or misleading product, pricing, discount, shipping, return, health, financial, or performance claims;
• unlawful promotional claims;
• offers that Customer is not legally or operationally able to honor.

6.8 No legal reliance on Loop

Customer must not rely on Loop's templates, examples, onboarding guidance, best practices, or product settings as legal advice or as a substitute for Customer's own legal review and compliance obligations.

7. Prohibited Industries and Restricted Use Cases

Customer must not use the Services in connection with, for the benefit of, or to promote any of the following:

• political campaigning, political fundraising, political advocacy outreach, or voter influence activity;
• gambling, betting, wagering, gaming-for-money, or closely related services;
• crypto, digital asset, token, coin, NFT, exchange, or virtual asset promotion or solicitation;
• adult content, adult entertainment, sexual services, or sexually explicit commerce;
• age-restricted products or services where the use creates legal or platform risk;
• medical claims, treatment claims, cure claims, or similar health-related claims;
• high-risk claims of any kind, including claims likely to trigger regulatory scrutiny or consumer harm.

Loop may also prohibit or restrict additional industries, campaigns, products, or use cases at any time if Loop determines that they create elevated legal, regulatory, carrier, provider, fraud, abuse, safety, or reputational risk.

Loop may require additional diligence, documentation, approvals, restrictions, or custom contractual terms for certain use cases and may refuse any use case in its sole discretion where permitted by law.

8. AI and Synthetic Voice Restrictions

The Services may use AI, machine learning, speech synthesis, automated responses, transcription, summarization, or other probabilistic systems. Because such systems can be misused or may generate inaccurate output, Customer must not:

• use AI-generated voices to impersonate a real person, brand representative, celebrity, public figure, or other identifiable person without lawful authorization;
• configure the Services to generate deceptive, unlawful, discriminatory, harassing, or abusive content;
• misrepresent AI-generated communications as human-originated where disclosure is required by law or where such misrepresentation is deceptive;
• use prompts, settings, or workflows designed to evade legal rules, carrier restrictions, moderation, rate limits, provider policies, or Loop enforcement;
• deploy AI-generated outputs to recipients without appropriate review where the content may materially affect legal compliance, pricing, consent, eligibility, health, safety, financial decisions, or customer rights;
• rely blindly on transcripts, summaries, classifications, or AI-generated recommendations without validation where such reliance could cause harm or legal non-compliance.

Customer is solely responsible for reviewing, testing, validating, and monitoring all prompts, scripts, flows, outputs, and customer-facing automations used through the Services.

9. Data, Privacy, and Sensitive Information Restrictions

Customer must not upload, submit, process, store, or transmit through the Services any data unless Customer has the lawful right to do so.

Without limiting the foregoing, Customer must not use the Services to:

• process personal data in violation of applicable privacy or data protection law;
• upload or use data collected without required notices or lawful basis;
• process protected health information, medical records, or similarly regulated health data unless expressly authorized by Loop in writing and covered by appropriate contractual terms;
• process data of minors in violation of law;
• conduct unlawful surveillance, monitoring, or profiling;
• enrich or combine data in ways that violate law, contract, or reasonable expectations of privacy;
• store or use sensitive credentials, payment information, government identifiers, or similar highly sensitive data in a manner not expressly permitted by Documentation or written agreement;
• use recipient data for unrelated or unauthorized purposes.

Customer remains solely responsible for retention, deletion, minimization, access rights, recipient requests, and all other compliance obligations relating to Customer Data.

10. Security and Platform Integrity

Customer must not do, attempt to do, or permit any third party to do any of the following:

• reverse engineer, decompile, disassemble, or otherwise attempt to discover the source code, model logic, non-public prompts, internal controls, or architecture of the Services;
• bypass or circumvent authentication, access controls, rate limits, feature restrictions, account boundaries, or security measures;
• probe, scan, test, or exploit vulnerabilities without prior written authorization from Loop;
• scrape the Services, extract data at scale, or use bots to harvest non-public information;
• introduce malware, ransomware, spyware, harmful code, unauthorized scripts, or destructive payloads;
• overload, flood, degrade, or disrupt the Services or related infrastructure;
• misuse APIs, credentials, tokens, or integrations;
• share credentials insecurely or permit unauthorized account sharing beyond the scope of the applicable plan;
• attempt to map, fingerprint, benchmark, or copy the Services to build a competing product or evade controls;
• interfere with logging, monitoring, security investigation, or enforcement mechanisms.

Customer must maintain commercially reasonable security measures for systems and devices used to access the Services and must notify Loop promptly of any unauthorized access, suspected compromise, or security incident involving Customer's use of the Services.

11. Third-Party Providers, Carriers, and Integrations

The Services may depend on third-party providers, including cloud hosts, telecom carriers, number providers, SMS providers, AI providers, transcription providers, payment processors, and integration partners.

Customer must not use the Services in a way that causes or is likely to cause Loop or its providers to violate applicable terms, policies, or requirements of such third parties.

Customer must not:

• generate complaint rates, spam indicators, or traffic patterns likely to trigger carrier blocking or provider sanctions;
• use integrations, APIs, numbers, or channels in a manner inconsistent with provider documentation or restrictions;
• attempt to circumvent provider controls, filters, throttling, or quality requirements;
• pressure Loop to permit traffic, campaigns, or use cases that providers, carriers, or law prohibit or restrict.

Loop may impose additional restrictions, approvals, usage caps, verification requirements, content reviews, number controls, or workflow limitations in order to meet provider or carrier requirements.

12. Monitoring, Investigation, and Enforcement

Loop may, but is not obligated to, monitor use of the Services for compliance with this Policy, security, abuse prevention, support, legal compliance, product integrity, and operational purposes.

Loop reserves the right, with or without prior notice where reasonably necessary, to:

• investigate actual or suspected violations of this Policy;
• request information, documentation, proof of consent, source-of-data details, campaign details, or other compliance-related information;
• review calls, logs, transcripts, scripts, prompts, messages, metadata, or other relevant materials to the extent permitted by law and contract;
• block, remove, restrict, or disable content, workflows, numbers, users, accounts, integrations, or campaigns;
• throttle, limit, or suspend specific features or overall access;
• reject or disable traffic, campaigns, or provisioning requests;
• require remediation steps or additional controls;
• notify carriers, providers, partners, clients, regulators, or law enforcement where appropriate or required;
• terminate access to the Services.

Loop may take enforcement action based on actual or suspected violations, complaint patterns, regulatory or provider inquiries, unusual risk indicators, or other facts that reasonably suggest non-compliant, abusive, or harmful use.

Loop shall have broad discretion in determining the nature and timing of enforcement measures. Loop is not required to provide advance warning before suspension where Loop reasonably believes immediate action is appropriate to protect the Services, third parties, or Loop's legal or operational interests.

Failure by Loop to enforce this Policy in one instance does not waive Loop's right to enforce it in any other instance.

13. Reporting Violations

If Customer becomes aware of any actual or suspected violation of this Policy, unauthorized use of the Services, unlawful campaign activity, compromise of credentials, or misuse of numbers, recordings, transcripts, or recipient data, Customer must promptly notify Loop.

Reports may be submitted via our help center: help.loopvoice.ai

Loop may direct legal or abuse-specific reports to an additional address listed on its legal page.

Customer must cooperate with Loop in investigating any suspected violation and must promptly provide relevant records, explanations, and remediation actions if requested.

14. Changes to this Policy

Loop may update or modify this Policy from time to time to reflect changes in law, provider requirements, carrier rules, product functionality, abuse patterns, operational risk, or business practices.

Loop may provide notice of material changes by posting the updated Policy on its website, through the Services, by email, or by other reasonable means.

Unless otherwise stated, changes become effective upon posting. Continued access to or use of the Services after the effective date of an updated Policy constitutes acceptance of the revised Policy.