Acceptable Use Policy

This Acceptable Use Policy ("AUP") governs all use of the orderer.io platform and services. It supplements our Terms of Service and applies to all Operators, users, and anyone accessing the Service. Capitalized terms not defined here have the meanings given in the Terms of Service.

orderer.io reserves the right to suspend or terminate access for any violation of this AUP, without prior notice in cases of serious or ongoing violations.

1. Permitted Uses

The Service is designed for legitimate business communications, including:

• Answering inbound customer calls with AI on behalf of a registered business
• Taking orders, scheduling appointments, and providing business information
• Sending transactional SMS messages (confirmations, reminders, updates) with proper consent
• Recording calls for quality assurance, dispute resolution, and training
• Routing calls to human staff members
• Collecting customer information for legitimate business purposes

2. Prohibited Uses

2.1 Illegal Activity

• Any use that violates federal, state, or local law
• Operating scams, impersonation schemes, or fraudulent businesses
• Using the Service to facilitate money laundering, drug trafficking, or other illegal activity
• Recording calls without legally required notice or consent
• Violating the TCPA, FCC regulations, or applicable state telemarketing laws
• Violating HIPAA by processing PHI without an executed BAA

2.2 Harmful Communications

• Harassing, threatening, or abusing callers
• Impersonating another person, company, or government agency
• Sending deceptive or misleading messages
• Transmitting spam, unsolicited commercial messages, or robocalls to people who have not opted in
• Calling numbers on the National Do Not Call Registry for marketing purposes without proper exemption
• Using the Service to send phishing messages or social engineering attacks

2.3 Platform Abuse

• Reverse engineering, decompiling, or attempting to extract source code from the platform
• Scraping, crawling, or bulk-extracting data from the platform except through authorized APIs
• Circumventing any security measure, authentication system, or rate limit
• Creating multiple accounts to evade limits or restrictions
• Using the Service to test, probe, or scan vulnerabilities without authorization
• Overloading the infrastructure through artificial call generation or API abuse

2.4 Prohibited Industries & Content

The following business categories are prohibited unless you have received explicit written approval from orderer.io:

• Adult entertainment or sexually explicit services
• Online gambling or unlicensed gaming
• Multi-level marketing (MLM) or pyramid schemes
• Debt collection (requires specific legal compliance review)
• High-risk financial services (binary options, forex trading, cryptocurrency exchanges) without regulatory licenses
• Firearms or weapons dealers (review required)
• Cannabis or controlled substances (review required; may be allowed in legal jurisdictions)
• Bail bond services
• Timeshare resales or vacation ownership programs
• Services primarily used for automated outbound robocalling (telemarketing)

3. AI Agent Content Standards

AI agents configured through the platform must adhere to the following content standards:

• The AI may not claim to be human when sincerely asked by a caller
• The AI may not provide medical diagnoses, legal advice, or financial advice beyond general information
• Business information configured in the AI must be accurate — configuring the AI with false information to deceive callers is prohibited
• Agents may not be configured to collect payment card numbers verbally over the phone
• Agents may not be configured to pressure, intimidate, or manipulate callers

4. SMS Content Standards

All SMS messages sent through the platform must comply with the CTIA Short Code Monitoring Handbook and carrier guidelines. Prohibited SMS content includes:

• SHAFT content: Sex, Hate, Alcohol (to minors), Firearms, Tobacco/vaping
• Phishing links or malicious URLs
• Content that encourages illegal activity
• Spoofed sender identities
• Messages that misrepresent the sending business
• Any content that violates our SMS Policy

5. Healthcare & Sensitive Industries

Specific requirements apply to these industries:

Healthcare

• A BAA must be signed before processing any PHI
• Call recording for patient calls may be subject to additional consent requirements
• AI agents must not diagnose, prescribe, or provide specific medical advice
• AI agents must direct emergencies to 911 immediately

Legal Services

• AI agents may perform intake but must not provide legal advice
• Callers must be clearly informed they are speaking with an AI, not an attorney
• Attorney-client privilege considerations must be addressed in your own processes

Financial Services

• Licensed financial institutions may use the Service with appropriate disclosure
• AI agents may not provide specific investment advice or financial recommendations
• GLBA (Gramm-Leach-Bliley Act) obligations for financial institutions remain with the Operator

6. Enforcement

We monitor the platform for policy violations, including reviewing flagged calls, SMS content, and usage patterns. When a violation is detected, we may:

• Send a warning notice and require corrective action
• Temporarily suspend SMS or calling capabilities
• Permanently suspend or terminate the account
• Report violations to relevant authorities where required by law
• Seek damages for violations that cause harm to orderer or third parties

Serious violations (fraud, TCPA abuse, illegal activity) will result in immediate termination without notice.

7. Reporting Violations

If you believe a business using orderer.io has violated this AUP — for example, you received unwanted messages or calls — please report it to:

• Email: abuse@orderer.io
• Include: your phone number, the number that contacted you, the date/time, and a description of the violation

We take abuse reports seriously and will investigate all substantiated complaints.

8. Changes to This Policy

We may update this AUP at any time. Material changes will be communicated to Operators via email at least 14 days before taking effect. The current version always governs.

9. Contact

For questions about this policy: legal@orderer.io
To report abuse: abuse@orderer.io