Acceptable Use Policy

1. Purpose and scope

This Acceptable Use Policy ("Policy") explains what you may not do with the Closelio service. It is part of our Terms of Service. Capitalized terms not defined here have the meaning given in the Terms.

The Policy applies to you as the Customer and to every User in your workspace. It also applies to everything sent or done through your account automatically, including drip sequences, the power dialer, and AI features you configure. You are responsible for making sure your Users follow it.

This Policy works alongside the Communications Compliance Addendum, which describes your legal obligations for texting and calling in more detail. Following this Policy does not by itself mean your outreach complies with the law.

2. Consent and lead sources

Insurance outreach is heavily regulated, and consent is the foundation. You may not:

• Text or call anyone without the consent the law requires for that type of message or call, including any prior express written consent needed for marketing texts, autodialed calls, or artificial or prerecorded voice calls.
• Text or call anyone using consent you cannot prove when asked. Keep records showing who consented, when, how, and to whom.
• Use purchased, rented, traded, shared, or scraped lists unless each Contact gave valid consent to be contacted by you specifically, as the seller named in the consent. Consent given to a different company, or to an unnamed group of "partners," is not acceptable.
• Upload Contacts you know or should know were obtained through deceptive, unlawful, or unauthorized means.
• Text or call numbers on the national Do Not Call Registry, a state do-not-call list, or your internal do-not-call list, unless the law permits that specific contact.

3. Your own business only

The Service is for you to contact your own prospects and clients for your own insurance business. You may not:

• Use the Service to generate, qualify, or transfer leads for other agents, agencies, call centers, or lead buyers, unless they are Users in your own workspace.
• Resell, sublicense, rent, or share access to the Service or to your phone numbers, or run it as a service bureau for others.
• Let anyone who is not a User in your workspace use your account or seats.

4. Identity and caller ID

You may not:

• Spoof or manipulate caller ID, or send texts or place calls showing a number you are not authorized to use. Local-presence caller ID may only use numbers that are assigned to your account.
• Hide or misstate who you are. Every text and call must make clear the name of the agent and the business the outreach is for, in the manner the law requires.
• Impersonate an insurance carrier, a government agency or program (for example, Medicare, Medicaid, the Social Security Administration, or a health insurance marketplace), or any other person or business.
• Suggest that you are endorsed by or affiliated with a carrier or government program when you are not.
• Give false or misleading information in your A2P 10DLC brand or campaign registration, or send traffic that does not match the use case you registered.

5. Timing and opt-outs

You may not:

• Text or call Contacts outside the hours permitted by federal law and the law of the Contact's location, or override quiet-hours settings to do so.
• Keep texting or calling someone who has asked you to stop. You must honor opt-outs immediately, in whatever reasonable way the person expresses them, whether by replying STOP, telling you on a call, or otherwise.
• Remove, re-import, or otherwise work around opt-outs or do-not-call entries recorded in the Service.
• Make it difficult to opt out, for example by leaving out opt-out instructions where they are required.

6. AI features

You may not:

• Use AI voice or text features to deceive Contacts into believing they are dealing with a human when the law requires you to disclose the use of AI or an artificial voice.
• Instruct AI features to make misleading statements about products, prices, benefits, coverage, or eligibility.
• Use AI features to give advice that requires a license the speaker does not hold, or to bind coverage.
• Use AI features to clone or imitate the voice of a real person without that person's permission.

7. Scripts and conduct

You may not use the Service for high-pressure, abusive, or deceptive sales practices. That includes:

• Threatening, harassing, or intimidating Contacts, or using obscene or hateful language.
• False urgency, such as claiming benefits will be lost or a deadline exists when that is not true.
• Targeting people you know or should know are especially vulnerable in a way designed to exploit them.
• Misrepresenting policy terms, costs, or the consequences of not buying.
• Repeated calls or texts at a volume that a reasonable person would consider harassment.

8. Prohibited content

You may not use the Service to send, store, or distribute content that:

• Is illegal, or promotes illegal activity.
• Involves sex or adult content, hate speech, alcohol, firearms, or tobacco or vaping products (often grouped as "SHAFT" content), or cannabis or other controlled substances, whether or not legal where you are.
• Falls in any category that carriers or our telecommunications provider prohibit or restrict for your registered use case.
• Contains phishing, fraudulent offers, or links meant to mislead.
• Infringes someone else's intellectual property, privacy, or publicity rights.
• Includes sensitive information, such as full Social Security numbers or payment card numbers, sent by text message.

9. Platform limits and security

You may not:

• Get around platform limits, including plan allowances, daily dial caps, the per-seat limit that applies before A2P approval, rate limits, or line counts, for example by opening extra accounts, rotating numbers, or splitting traffic.
• Cycle through phone numbers, or use any other technique, for the purpose of evading carrier filtering, spam labeling, or blocking.
• Scrape, crawl, or harvest data from the Service, or access it through automated means other than the interfaces we provide.
• Copy, reverse engineer, decompile, or disassemble the Service, except where the law expressly allows it despite this restriction.
• Probe, scan, or test the security of the Service, including penetration testing or load testing, without our prior written permission.
• Access or try to access another customer's workspace, data, or account.
• Upload or send malware, viruses, or any other harmful code.
• Interfere with or disrupt the Service, its infrastructure, or other customers' use of it.

10. Enforcement

We may investigate suspected violations of this Policy. We may review account activity, message content, call data, and complaints as needed to do so. If we believe a violation has occurred or is likely, we may take any of the following steps, depending on how serious the issue is:

• Warn you and ask you to fix the issue.
• Throttle or limit your sending or dialing volume.
• Pause campaigns, sequences, AI features, or specific phone numbers.
• Suspend your account or particular Users.
• Terminate your account under the Terms of Service.
• Report the activity to carriers, our telecommunications provider, law enforcement, or regulators, and cooperate with their investigations.

We will usually start with a warning. However, we may act immediately and without notice when the risk is serious, for example when a carrier requires it, when there is a pattern of complaints, or when people may be harmed. We are not required to monitor your use of the Service, and choosing not to act in one case does not waive our right to act later.

11. Reporting abuse

If you received a text or call that you believe was sent through Closelio in violation of this Policy, or you want to report any other misuse, please email legal@closelio.ai. Include the phone number that contacted you, the date and time, and a copy or description of the message, if you can. If you just want to stop receiving texts from a sender, reply STOP to the message.

12. Changes to this Policy

We may update this Policy. If a change is material, we will notify you by email, in the app, or both, and ask you to accept the updated Policy in the app before you continue using the Service.