Acceptable Use Policy

1.1This policy applies to everything done through your RelayHand account, by you, by your team, and by any AI client or integration you authorise. You are responsible for all of it.

1.2Capitalised terms have the meanings given in the Terms of Service.

2.1Consent is required, always. Do not send a text message or place a call through the Service to anyone who has not given you the consent the law requires. For marketing or promotional content that means prior express written consent. For service messages about a job the recipient asked you to do, an established business relationship and the consent you captured are what matter. If you cannot produce evidence of consent for a given number, do not message it.

2.2You must not, through the Service:

• Send to numbers obtained from a purchased, rented, scraped, harvested or third-party list, or to any number whose consent was given to someone other than you;
• Send marketing content to a number that only consented to transactional or service notifications;
• Send to a number on the National Do Not Call Registry or on your own internal do-not-call list without an applicable exemption;
• Ignore, delay, or work around an opt-out. STOP, UNSUBSCRIBE, CANCEL, END and QUIT must all end messaging, and the Service's opt-out handling must not be circumvented;
• Send outside the calling hours permitted by federal and state law for the recipient's location;
• Misrepresent who is sending — including sending on behalf of a business other than the one a messaging number is registered to;
• Provide false or misleading information in a 10DLC brand or campaign registration;
• Use “snowshoeing” — spreading similar traffic across numbers to evade filtering — or otherwise attempt to defeat carrier spam controls;
• Send content in the categories carriers prohibit, commonly abbreviated SHAFT-C: sex, hate, alcohol, firearms, tobacco, or cannabis;
• Send high-risk financial content, debt collection, lending offers, gambling, sweepstakes, or anything promoting an illegal product or service.

2.3Call recording and AI voice. If you enable the AI receptionist, call recording, or transcription, you must give every party the notice their jurisdiction requires before recording begins, and obtain consent where an all-party-consent state applies. You must also make clear to callers that they are speaking with an automated system where the law of the caller's state requires that disclosure. Do not use the Service to place outbound calls using an artificial or prerecorded voice, or an AI-generated voice, without the prior express consent the TCPA requires.

3.1Contacts you import must have been collected by you, lawfully, with consent that extends to being contacted by you through a new system. Importing a list and immediately messaging it is the single most common way an account and its messaging registration are terminated.

3.2Do not upload personal information you have no lawful basis to hold, and do not upload special categories of data — health information, government identifiers beyond what a job requires, financial account numbers, biometric data — into free-text fields. The Service is not designed to hold them and doing so may bring you within regimes such as HIPAA or the GLBA that neither of us has contracted for.

4.1Outbound email must comply with CAN-SPAM: accurate sender and subject lines, a clear identification of commercial content, a working unsubscribe honoured within ten business days, and a valid physical postal address.

4.2Do not send to addresses you did not collect yourself, to role addresses harvested from websites, or to addresses on the Service's suppression list. Do not attempt to remove a hard-bounced address from suppression by re-adding it under another spelling.

4.3Shared reputation. Until you verify your own sending domain, your mail leaves from a domain shared with other businesses. Sustained bounce or complaint rates will get you throttled, moved to your own domain, or suspended, and we may act immediately where the harm to others is ongoing.

5.1Do not charge a payment method except within the scope of what the cardholder authorised in writing, and never before they have been given notice of the amount. Do not use stored-card features to take a payment a customer has disputed or refused.

5.2Do not use the Service to issue documents you know to be misleading, to misstate what work will be done or what it costs, or to present terms as reviewed or approved by RelayHand. Documents generated through the Service are issued in your name and are your responsibility.

5.3Do not process payments for a business other than the one the connected Stripe account belongs to, and do not use the Service to process transactions Stripe's own rules prohibit.

6.1Do not upload, store, send or generate anything through the Service that is unlawful, infringing, defamatory, harassing, threatening, obscene, exploitative of minors, or that discloses another person's private information without their consent.

6.2Do not upload malware, or content designed to interfere with the Service or with any user of it.

6.3Do not photograph or store images of a person, a property interior, or a document containing personal information without the consent the situation requires.

7.1Do not probe, scan or test the security of the Service without our prior written permission; attempt to access another organization's data; circumvent authentication, rate limits, spending ceilings or usage controls; or interfere with the operation of the Service for anyone else.

7.2Do not use automated means to extract data beyond your own, resell access, operate a service bureau, or use the Service to build a competing product.

7.3Do not share an account credential or connector key with anyone outside your organization, and revoke one promptly when the person or client it belongs to no longer needs it.

8.1Do not configure an AI client with capabilities beyond what its purpose requires, and do not disable spending ceilings, confirmation steps or audit logging in order to let an automated system move money unattended.

8.2Do not use AI features to generate content that impersonates a real person, misrepresents who is communicating, or that you have not reviewed before it reaches a customer.

8.3Do not attempt to extract system prompts, model weights, other tenants' data, or to use the Service's AI features to develop a competing model.

9.1We may investigate a suspected violation and may suspend, restrict or terminate access — immediately and without prior notice where the harm is ongoing or where a carrier, provider, regulator or law requires it. Where we act without notice we will explain why as soon as reasonably practicable.

9.2We may also remove or disable specific content, throttle sending, require you to move to your own sending domain or messaging number, or report conduct to law enforcement or an affected provider.

9.3Enforcement is a right, not a duty. Not acting on one violation does not waive the right to act on another, and we do not monitor content proactively.

9.4Report a suspected violation to legal@relayhand.com.

10.1We may update this policy to reflect changes in law or in the requirements of the carriers and providers the Service depends on. Material changes are notified as described in the Terms; changes required by a provider or a regulator may take effect immediately.