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WoneAssistant

Legal

Acceptable Use Policy

What may not be done with WoneAssistant, how we enforce it, and how to appeal. It protects the people who receive your calls and messages, other customers and the carrier networks we depend on.

Version:
2.0
Effective:
11 November 2026
Last updated:
11 November 2026
On this page (9 sections)
  1. 1. Scope
  2. 2. Calls, messages and spam
  3. 3. Harassment, fraud and unlawful content
  4. 4. Abuse of AI features
  5. 5. Security testing and system abuse
  6. 6. Resources, accounts and resale
  7. 7. Enforcement
  8. 8. Reporting and appeals
  9. 9. Changes

1. Scope

1.1

This policy applies to every Customer, User and anyone using the Service on a Customer’s behalf, including Assistants you configure. It forms part of the Terms of Service, and capitalised terms have the meaning given there. You are responsible for what your Users and Assistants do.

1.2

The examples below are illustrations, not a complete list. If something is unlawful, deceptive or harmful, it is not acceptable use even if it is not listed.

2. Calls, messages and spam

You must not use the Service to:

  • place or send unsolicited bulk, automated, prerecorded or AI-voiced calls or messages, or any marketing contact, without the consent and registrations the law requires;
  • ignore opt-outs, suppression lists or do-not-call registries, or call outside permitted hours;
  • display a caller ID you are not authorised to use, or otherwise spoof, mask or misrepresent who is calling, or avoid call authentication, labelling or carrier registration;
  • run robocall campaigns, wangiri or one-ring schemes, traffic pumping, artificially inflated traffic, or calling patterns designed to generate termination revenue;
  • harvest numbers, run number-scanning or call-detection tools, or send messages to numbers you did not obtain lawfully;
  • send phishing or smishing messages, or messages that evade carrier filtering.

Notice

Outbound traffic is the sender’s responsibility

The Service includes consent-checked outbound tooling and a compliance engine for calling hours, consent, AI disclosure and retention. Configure it for each jurisdiction before you dial or message. It is a tool, not a guarantee of lawful use.

3. Harassment, fraud and unlawful content

  • Harassing, threatening, intimidating, stalking or abusing any person, or repeated calling after a request to stop.
  • Fraud, scams, social engineering, pretexting, advance-fee or impersonation of a person, business, government, bank or carrier.
  • Content that is unlawful, defamatory, discriminatory, sexually exploits children, promotes violence or terrorism, or infringes intellectual property or privacy.
  • Collecting, selling or disclosing personal data in breach of law, or using the Service to surveil or track people without their lawful consent.
  • Using the Service for activity that is illegal where you or the recipient are located.

4. Abuse of AI features

  • Configuring or using an Assistant to claim to be human, or to deceive callers about its nature, the business, or the purpose of a call.
  • Using an Assistant to produce deepfakes or voice clones of a person without their consent, or to impersonate a real person.
  • Instructing an Assistant to collect payment card numbers, government identifiers or similar sensitive data unless you have a lawful basis and the appropriate controls.
  • Using Output as the sole basis for decisions with legal or similarly significant effects on a person without the human review the law requires.
  • Attempting prompt injection, jailbreaks, or data extraction against Assistants or models, whether yours or another customer’s, or attempting to extract other tenants’ data, model instructions or training material.
  • Using the Service to train a competing model or to build a dataset from other people’s conversations.

5. Security testing and system abuse

5.1

You must not probe, scan, penetrate, or test the vulnerability of the Service or its networks, circumvent access controls, quotas or metering, introduce malware, or interfere with other customers or carriers, unless you have our written permission first. To ask for permission, or to report a vulnerability you have found in good faith, use the security topic of the contact form and stop testing until you hear from us. We will not take action against good-faith research that follows this process and does not access, change or disclose other people’s data.

5.2

You must not use the Service in a way that imposes unreasonable load, such as automated calling or API traffic well beyond your plan, or that degrades service for others. See the fair use clause of the Terms.

6. Resources, accounts and resale

  • Sharing credentials, or creating accounts to evade a suspension or limit.
  • Reselling, sublicensing or white-labelling the Service except as a written partner agreement allows.
  • Using free or trial resources for production traffic, bulk outbound campaigns or load testing.
  • Registering Numbers you do not intend to use in order to hoard them.

7. Enforcement

7.1

We respond in proportion to the harm, the intent and the history. Our usual ladder is:

“Step 1”
Notice and request to correct, with a reasonable period where there is no ongoing harm.
“Step 2”
Restriction of the feature, destination, campaign or Number involved.
“Step 3”
Suspension of the account or affected resources.
“Step 4”
Termination, release of Numbers, and where required reporting to carriers, regulators or law enforcement.
7.2

We may skip steps and act immediately where needed to stop harm to people, protect the network or other customers, comply with a carrier or legal demand, or deal with fraud or an unlawful use. Emergency calls are not blocked by enforcement controls on a number that is configured for them, but that does not make the number or the account exempt from the other measures.

7.3

We may review traffic metadata and configuration to investigate suspected violations. We will not listen to call content or read message content unless necessary to investigate abuse, to comply with law, or at your request. Significant enforcement actions are recorded in the audit trail.

8. Reporting and appeals

8.1

To report abuse of the Service, such as unlawful calls from a number we serve, use the legal topic of the contact form and include the date, time, number and what happened. Copyright complaints go through the Copyright policy.

8.2

To appeal an enforcement decision, use the same form within 30 days of the decision, quote the action taken and explain why you believe it was wrong, with any evidence. A person who was not involved in the original decision reviews appeals where practicable. We will tell you the outcome and, if we reverse the decision, restore what we can.

9. Changes

We may update this policy as abuse patterns and laws change. The version and history are shown on this page. Other documents are listed in the Legal hub.

Version history

  1. Version 2.011 November 2026

    First publication as a standalone policy. It expands the acceptable use clause that was in the Terms of Service version 1.0.