Acceptable Use Policy

This Acceptable Use Policy ("AUP") applies to every SwarmEngines customer and every person who interacts with the Services through your account. It's incorporated into the Terms of Service. Violations can lead to suspension or termination and, in some cases, law-enforcement referral.

"You" means the customer and anyone using your account. "Content" means anything you upload, generate, or transmit through the Services.

You may not use the Services to create, transmit, or store Content that:

• Is illegal in any jurisdiction where you operate or where recipients are located.
• Infringes copyrights, trademarks, patents, trade secrets, publicity rights, or other intellectual property rights.
• Is fraudulent, deceptive, or misleading (including fake reviews, bait-and-switch offers, phishing).
• Contains child sexual abuse material, promotes self-harm, or facilitates violence.
• Is pornographic, sexually explicit, or targets minors with adult content.
• Promotes, facilitates, or instructs on illegal drugs, firearms trafficking, or other illegal goods.
• Defames, harasses, stalks, threatens, or intimidates any individual or group.
• Contains malware, viruses, or code designed to disrupt or gain unauthorized access.
• Collects or uses personal information without the lawful basis required by applicable privacy law.

• Reselling the Services without a written reseller agreement.
• Using the Services to build a competing product.
• Reverse-engineering, decompiling, or disassembling any part of the Services.
• Circumventing rate limits, quotas, or access controls.
• Sharing account credentials with unauthorized persons.
• Scraping the Services or third-party sites at scale that violates their terms.
• Using the Services in violation of US export controls or sanctions.
• Using the Services to run cryptocurrency mining, botnets, or distributed denial-of-service.

You must:

• Only send SMS to recipients who have given prior express consent (TCPA). Consent must be collected through a clear opt-in mechanism. "Purchased your product" does not count as SMS opt-in by itself.
• Complete A2P 10DLC registration through Twilio (or equivalent) before production SMS volume.
• Honor STOP / UNSUBSCRIBE replies immediately. Our platform enforces this globally.
• Identify yourself in every SMS ("This is [business name]…") on first contact.
• Include CAN-SPAM-compliant footers on commercial email: physical postal address, unsubscribe link, accurate From line.
• Honor Canadian (CASL) opt-in requirements if you contact Canadian residents.
• Honor UK/EU marketing-consent requirements (usually hard opt-in) if you contact UK or EU residents.
• Maintain records of consent for at least 4 years per TCPA best practice.

You may not:

• Send to numbers on the US National Do Not Call Registry without a business relationship or express consent exception.
• Text or email at unlawful hours (TCPA: no calls before 8am or after 9pm in the recipient's timezone).
• Send messages that deceive recipients about the nature or origin.
• Use purchased or scraped contact lists where consent cannot be verified.
• Run gray-area verticals (payday loans, cannabis, gambling, debt collection) without disclosing to SwarmEngines and obtaining carrier approval first.

If you use voice skills (AI Receptionist, AI Sales Callbot, etc.):

• Two-party consent states: in states that require all-party consent to record (CA, FL, IL, MD, MA, MT, NV, NH, PA, WA — subject to change), you must have the caller consent prominently at the start of the call ("This call is being recorded and handled by an AI assistant"). Our platform can inject the disclosure; you must enable it for calls to/from those states.
• AI disclosure: California's SB 1001 requires disclosing that a bot is a bot when used to incentivize a sale or influence a vote. Colorado AI Act and similar emerging state laws impose additional disclosure duties. You are responsible for configuring disclosures appropriate to your jurisdiction(s).
• Emergency calls: voice agents may not be used as the primary mechanism for emergency (911) or life-safety communication. If a caller indicates an emergency, route to a human.
• Healthcare: voice skills must not collect or disclose Protected Health Information (PHI) unless you have a signed Business Associate Agreement with SwarmEngines. We do not sign BAAs in the initial release.

• Do not use the Services to generate content that impersonates a real person without their permission (voice clones, deepfakes, signature generation).
• Do not use the Services to generate disinformation for political campaigns or election influence operations.
• Do not use the Services to attempt to extract training data or model weights from the underlying LLMs.
• Do not use the Services to generate content that violates Anthropic's or Amazon's Acceptable Use Policy for their models. We enforce the most restrictive set of policies among the providers we use.
• Do not use the Services to automate regulated professional advice (legal, medical, tax, investment) in a way that substitutes for human professionals where law requires a licensed professional.

• Do not probe, scan, or test for vulnerabilities without our written consent. We operate a bug bounty at security@swarmengines.com.
• Do not attempt to access other customers' data or bypass tenant isolation.
• Do not interfere with or disrupt the Services, servers, or networks.
• Do not overload the Services with excessive requests beyond reasonable usage of your plan.

We decide — in our reasonable discretion — whether an activity violates this AUP. Responses, in escalating severity:

1. Warning — email describing the issue and required correction.
2. Feature suspension — the specific skill or integration is disabled while you address the issue.
3. Account suspension — your access is paused pending resolution.
4. Termination — your account is closed and the Terms are terminated.
5. Law enforcement referral — for violations that appear criminal.

For urgent issues (ongoing abuse, active carrier complaint, security incident), we may skip warnings. Where practical we will explain the reason. Non-compliant usage is not entitled to refund.

If you believe someone is using the Services to abuse you or to violate this policy, report it to abuse@swarmengines.com. Include the nature of the abuse, the phone number or email involved, and any evidence (screenshots, message content, timestamps). We investigate every report.