This Acceptable Use Policy ("Policy") governs use of the DoorCall AI platform and all related services (collectively, the "Services") provided by DoorCall AI, Inc. ("DoorCall AI," "we," "us," or "our"). This Policy is incorporated by reference into, and forms part of, the Terms of Service. Capitalized terms not defined in this Policy have the meanings given in the Terms of Service. This Policy applies to Customer and to each Authorized User, and Customer is responsible for the compliance of its Authorized Users with this Policy.
1. Purpose and Scope
1.1 Purpose. DoorCall AI provides an artificial-intelligence receptionist for garage-door and related home-service businesses. This Policy exists to protect Callers, Customers, DoorCall AI, and the public from harm arising from misuse of the Services, and to ensure that the Services are used consistently with their intended purpose of answering, qualifying, and scheduling genuine inbound service inquiries.
1.2 Scope. This Policy applies to all use of the Services, including use of the API, the dashboard, configuration of the voice receptionist, and any Communication placed or received through the Services.
1.3 Relationship to Other Policies. This Policy supplements, and does not limit, DoorCall AI's rights under the Terms of Service, the Privacy Policy, and any Data Processing Addendum. A violation of this Policy is a material breach of the Terms of Service.
2. Prohibited Uses
Customer will not, and will not permit an Authorized User or any third party to, use the Services to:
2.1 Unsolicited and Automated Outbound Communications
(a) Conduct telemarketing, cold-calling, or unsolicited outbound calling campaigns of any kind;
(b) Place automated, prerecorded, or artificial-voice outbound calls to a party who has not affirmatively requested a callback or scheduled a service visit, including any use that would constitute a "robocall" within the meaning of the Telephone Consumer Protection Act or equivalent law;
(c) Send unsolicited SMS or other electronic messages, or send messages to a recipient who has not provided the consent required by applicable law or who has opted out;
(d) Use an autodialer, predictive dialer, or equivalent technology to place outbound Communications at scale; or
(e) Use the Services for outbound calling campaigns of any kind unrelated to a specific, customer-initiated service request or scheduled appointment.
2.2 Fraud and Deception
(a) Use the Services to defraud, deceive, or mislead a Caller, including by soliciting payment card numbers, bank account numbers, or other payment credentials through a Communication;
(b) Misrepresent Customer's identity, licensure, insurance status, or affiliation to a Caller;
(c) Configure the receptionist to deny that it is an artificial-intelligence system when a Caller directly asks, or to represent that a human is speaking when the Services are in fact conducting the Communication;
(d) Impersonate any person, business, or governmental authority, or falsely represent an affiliation with any person, business, or governmental authority; or
(e) Use the Services to facilitate identity theft, financial fraud, or any deceptive trade practice.
2.3 Unlawful Recording
(a) Enable call recording without determining, in good faith and with appropriate diligence, that recording is lawful in the jurisdiction in which the Caller is located;
(b) Configure a recording disclosure that is false, misleading, or inadequate to obtain the consent required by applicable law; or
(c) Use a recording obtained through the Services for a purpose inconsistent with the disclosure given to the Caller at the time of recording.
2.4 Harassment and Abuse
(a) Use the Services to threaten, harass, stalk, abuse, or intimidate any person;
(b) Use the Services to place a Communication for the primary purpose of annoying, abusing, or harassing the recipient; or
(c) Use the Services in a manner intended to cause emotional distress to a Caller, including through the content of a scripted response.
2.5 Illegal Businesses and Activity
(a) Use the Services in connection with a business, product, or service that is illegal in the jurisdiction in which Customer operates or in which the Communication is received;
(b) Use the Services to promote, facilitate, or engage in an unlicensed activity that requires licensure under applicable law, where Customer does not hold the requisite license;
(c) Use the Services in furtherance of money laundering, terrorist financing, or a violation of applicable sanctions or export control law; or
(d) Use the Services in connection with weapons, controlled substances, or any good or service the sale or provision of which is restricted or prohibited by applicable law.
2.6 Hate Speech and Discriminatory Conduct
(a) Configure the receptionist to generate, or use the Services to transmit, content that promotes violence or hatred against, or that disparages, a person or group on the basis of race, color, national origin, religion, disability, sex, sexual orientation, gender identity, age, or any other characteristic protected by applicable law; or
(b) Use the Services to discriminate against a Caller in the provision of service on the basis of a characteristic protected by applicable law.
2.7 Security Threats and Malicious Code
(a) Introduce a virus, worm, trojan horse, malicious code, or similar mechanism into the Services or any system with which the Services interoperate;
(b) Attempt to gain unauthorized access to the Services, to another customer's workspace or data, or to any system or network connected to the Services;
(c) Probe, scan, or test the vulnerability of the Services or of any system or network connected to the Services, except as expressly authorized in writing by DoorCall AI;
(d) Interfere with or disrupt the integrity, security, or performance of the Services, including through a denial-of-service attack; or
(e) Circumvent, disable, or otherwise interfere with a security-related feature of the Services, including a rate limit, usage cap, or authentication control.
2.8 Phishing and Social Engineering
(a) Use the Services to solicit sensitive personal or financial information from a Caller under false pretenses;
(b) Use the Services to direct a Caller to a fraudulent website or to a party impersonating a legitimate business; or
(c) Use AI Output, transcripts, or Caller Data obtained through the Services for the purpose of social-engineering a Caller in a subsequent, unrelated interaction.
2.9 Misuse of Artificial-Intelligence Capabilities
(a) Configure the receptionist to provide instructions for dangerous, unsafe, or unlawful conduct, including instructions for the unsupervised repair of a garage-door spring, cable, or other component under tension, contrary to the safety guidance embedded in the Services;
(b) Attempt to circumvent, disable, or manipulate the safety rules embedded in the Services, including by prompt injection, adversarial input, or configuration intended to elicit a response the Services are designed to withhold;
(c) Use the Services to generate content unrelated to garage-door or comparable home-service scheduling for redistribution or resale as a general-purpose conversational-AI output; or
(d) Use the Services, or any AI Output generated through the Services, to train, fine-tune, evaluate, or benchmark a competing artificial-intelligence product or service.
2.10 Intellectual Property and Content Violations
(a) Upload, configure, or transmit through the Services any content that infringes, misappropriates, or violates the intellectual property, publicity, or privacy rights of any third party; or
(b) Reverse engineer, decompile, or disassemble the Services, except to the extent such restriction is prohibited by applicable law.
2.11 Excessive or Abusive Usage
(a) Use the Services in a manner designed to circumvent a usage limitation, spend cap, or plan entitlement, including by fragmenting activity across multiple accounts to avoid a limitation applicable to a single account;
(b) Generate artificial or automated call volume against Customer's own receptionist configuration for a purpose other than good-faith testing of the Services; or
(c) Use the Services in a manner that DoorCall AI reasonably determines imposes an unreasonable load on its infrastructure or on that of a Third-Party Service.
3. Caller Protection Requirements
3.1 Truthful Disclosure. Customer will not alter, suppress, or materially weaken the artificial-intelligence disclosure or recording disclosure generated by the Services, and will not configure wording that a reasonable Caller would find misleading as to the automated nature of the Communication or the fact that it is being recorded.
3.2 Emergency Guidance. Customer will not configure the Services to discourage a Caller from contacting emergency services where a life-safety condition is indicated, and will not represent to a Caller that the Services provide emergency dispatch.
3.3 No Dangerous Instructions. Customer will not modify the Services' configured behavior so as to instruct a Caller to perform a repair or action that the Services are designed to identify as hazardous, including manipulation of a garage-door spring or cable under tension.
4. Monitoring
4.1 Right to Monitor. DoorCall AI may monitor use of the Services, including through automated systems, to detect activity that violates this Policy, to maintain the security and integrity of the Services, and to comply with applicable law. DoorCall AI is under no obligation to monitor the Services and does not undertake to review every Communication.
4.2 No Endorsement. Monitoring, or the absence of monitoring, does not constitute DoorCall AI's endorsement or approval of any Communication, configuration, or use of the Services.
5. Reporting Violations
5.1 How to Report. A suspected violation of this Policy may be reported to abuse@doorcall.ai. A report should include sufficient detail to permit investigation, including the Customer workspace involved where known, the nature of the suspected violation, and any supporting information.
5.2 Acknowledgment. DoorCall AI will acknowledge receipt of a report submitted in good faith within five (5) business days and will investigate the report in accordance with Section 6.
6. Investigation and Enforcement
6.1 Investigation. Upon receipt of a report, or upon its own initiative, DoorCall AI may investigate suspected violations of this Policy, including by reviewing Account configuration, call metadata, and, where necessary to assess a specific complaint, the content of a Communication or its transcript.
6.2 Interim Measures. Where DoorCall AI reasonably believes that a violation of this Policy poses an imminent risk of harm to a Caller, to a third party, or to the security or integrity of the Services, DoorCall AI may immediately suspend or restrict the affected Account, or a specific feature of the Services as applied to that Account, pending completion of its investigation, and will provide notice to Customer as promptly as reasonably practicable under the circumstances.
6.3 Graduated Enforcement. Except where Section 6.2 applies, DoorCall AI will generally provide notice of a suspected violation and a reasonable opportunity, not less than five (5) business days, to cure it before taking further action. Enforcement action may include, at DoorCall AI's discretion and in proportion to the severity and recurrence of the violation: a warning; mandatory reconfiguration of the affected feature; temporary suspension of a specific feature or of the Account; or termination of the Account in accordance with Section 15.3 of the Terms of Service.
6.4 Aggravating Factors. DoorCall AI may proceed directly to suspension or termination without a cure period where the violation involves fraud, a threat to health or safety, unlawful recording resulting in actual harm, repeated violations following a prior warning, or conduct that exposes DoorCall AI or a Third-Party Service provider to a material legal or regulatory risk.
6.5 Preservation of Evidence. DoorCall AI may preserve records relevant to a suspected violation, including Communications, transcripts, and configuration history, for such period as is reasonably necessary to investigate the violation, to respond to a legal process, or to comply with applicable law, notwithstanding the retention periods otherwise described in the Privacy Policy.
6.6 Referral to Authorities. Where DoorCall AI reasonably believes that conduct violating this Policy may constitute a criminal offense or poses a serious risk of harm, DoorCall AI may report the conduct to law enforcement or another competent authority and may cooperate with a resulting investigation.
6.7 No Waiver. DoorCall AI's decision not to act upon a particular violation does not constitute a waiver of its right to act upon that or a subsequent violation.
7. Effect of Violation on These Terms
A violation of this Policy is a material breach of the Terms of Service. Where DoorCall AI suspends or terminates an Account for violation of this Policy, Customer remains liable for all fees accrued through the effective date of suspension or termination, and Section 6.5 of the Terms of Service (refunds) does not apply to a termination resulting from Customer's violation of this Policy.
8. Changes to This Policy
DoorCall AI may amend this Policy from time to time in accordance with Section 19.2 of the Terms of Service. The "Last Updated" date at the head of this Policy identifies the date of the most recent revision.
9. Contact
Questions concerning this Policy, and reports of suspected violations, may be directed to abuse@doorcall.ai.