Acceptable Use Policy

Draft for legal review. Numbers and periods marked D21 and similar are proposals that the owner still has to confirm. Automatic platform checks described here are planned. Until they exist, the rules in this policy bind you as a customer.

1. Why this policy exists

iCall puts a voice on a phone line. That power can help a business serve people better, and it can be abused to annoy, deceive or harm them. This policy sets the limits. It is part of your agreement with KCall LLC and applies to everyone who uses your account.

2. Be honest about the AI

• Every call must begin by telling the person they are speaking with an AI assistant, as the Call recording and AI disclosure policy requires. You may not switch this off, remove it from the greeting, or instruct the assistant to hide it.
• If asked, the assistant must say truthfully that it is an AI. You may not configure it to claim to be a human, or to imitate a real person without that person's agreement.
• On outbound calls the assistant must say who it calls for (your business name) and why.

3. Calling only people you may call

For outbound calls, SMS and messenger messages you must be able to show, for every contact, a lawful basis for contacting them for that purpose. The basis may be the contact's consent, an existing customer relationship for a closely related service, a request by the contact, or another basis the law allows.

• Marketing and promotional contact needs the consent that Georgian law requires. Keep a record of when, how and for what the consent was given.
• iCall does not verify your lists. You are responsible for the source of every number you upload and for the lawful basis, and you may be asked to confirm both when you start a campaign.
• A phone verification code that someone requests for our demo is not consent to receive marketing or sales calls.
• You may not buy, scrape or guess phone numbers to call.

4. Do-not-call and opt-out

• If a person says they do not want to be called, the assistant stops, confirms, and adds the number to your suppression list. A person may also ask not to be contacted by writing to you or to us.
• Planned: iCall will keep a suppression list per customer and check it before every outbound attempt. You must not remove a number from it without a new, documented consent.
• We apply opt-outs within [for example 24 hours, and before the next dispatch · to be confirmed].
• You may not call a number again after an opt-out for the same purpose.

5. When and how often

Outbound campaigns follow these defaults, which you may only narrow, not widen, unless the law and the contact's consent allow it:

• days and hours: [Monday to Friday, 10:00 to 18:00 Tbilisi time (UTC+4), as in the product defaults · to be confirmed]
• attempts: at most [2 attempts per number per campaign, at least 60 minutes apart · to be confirmed]
• no calls on public holidays in Georgia unless the contact asked for one

Planned: the platform will enforce these limits automatically. Until then you must keep to them yourself. Attempting to work around them is a breach.

6. Prohibited use

You may not use iCall to:

• run spam, robocall or mass unsolicited marketing campaigns, or contact people who have opted out
• deceive, defraud, phish or scam anyone, collect passwords, payment card or bank details by deception, or impersonate a bank, authority, courier or another business
• threaten, harass, intimidate or abuse anyone, or call repeatedly to annoy
• share or generate illegal content, hate speech, sexual content involving minors, or content that incites violence
• target minors with marketing, or collect data from children without the lawful consent of a parent or guardian
• record or process calls without the notices and bases the law requires
• collect special categories of personal data (health, biometric, political, religious and similar) beyond what your service needs and the law allows
• take emergency, crisis or safety-critical calls, or give medical, legal or financial advice that people would rely on without human review
• run political canvassing or opinion polls aimed at influencing elections
• disguise your caller identity, spoof caller ID, or use numbers you do not own or have the right to use
• decide on a person's credit, employment, housing, insurance or similar rights using the assistant alone
• scrape, overload, probe or attack the platform, evade usage limits or spending caps, or share credentials

7. Content you give the assistant

The knowledge, scripts and instructions you provide must be lawful, accurate and not misleading. Do not instruct the assistant to make promises, give prices or sign commitments you do not intend to honour. Do not upload other people's personal data you have no right to use.

8. Telephony and integrations

Use only phone numbers and SIP trunks you may use, and follow the rules of your carrier. For integrations you connect (calendar, CRM, spreadsheets, messengers), you are responsible for the permissions you grant to iCall and for following the terms of those services.

9. Reporting abuse

If someone reports unwanted or unlawful calls from an iCall assistant, write to [abuse and security contact email · to be confirmed]. Include the number called, the date and time, and if possible the caller ID. We will review the report within [for example 2 business days · to be confirmed] and act on it as set out below.

10. What we may do

If we think this policy has been breached, we may, depending on how serious it is: ask you to explain or fix the issue, pause a campaign, limit or suspend a feature or the account, end the agreement, or remove unlawful content. We may act at once where there is risk to people or to the platform. We may report unlawful activity to the authorities and cooperate with lawful requests. We will tell you what we did and why unless the law forbids it.

Suspension for a breach of this policy does not give rise to service credits and does not stop fees that are due.

11. Changes

We may update this policy as the law and the service change. We will tell customers about material changes as the terms of service describe.