Acceptable Use Policy

1. Introduction

This Acceptable Use Policy ("AUP") governs your use of Pingally's AI receptionist services ("Services"). By using the Services, you agree to comply with this AUP, our Terms of Service, and all applicable laws and regulations.

This policy is designed to:

• Protect Pingally's systems and infrastructure from abuse
• Ensure a safe, legal, and ethical environment for all users
• Prevent harm to Pingally's reputation and other customers
• Comply with Canadian and international laws

2. Prohibited Uses

You may NOT use Pingally's Services for any of the following purposes:

2.1 Illegal Activities

• Criminal Conduct: Any activity that violates Canadian federal, provincial, or municipal laws
• Fraud: Deceptive practices, phishing, identity theft, or financial scams
• Money Laundering: Using the Services to facilitate illegal financial transactions
• Intellectual Property Violation: Copyright infringement, trademark misuse, or patent violations
• Privacy Violations: Unauthorized collection, storage, or sharing of personal information

2.2 Prohibited Business Categories

The following business types are prohibited from using Pingally:

• Adult Content: Pornography, escort services, adult entertainment, or sexually explicit content
• Illegal Substances: Unlicensed cannabis dispensaries, illegal drug sales, or controlled substances
• Gambling: Unlicensed gambling operations, sports betting, online casinos, or pyramid schemes
• Weapons: Firearms, explosives, ammunition, or illegal weapons sales (licensed firearms dealers may apply for approval)
• Hate Groups: Organizations promoting violence, discrimination, or hatred based on race, religion, gender, sexual orientation, disability, or national origin
• Tobacco & Vaping: Sales of cigarettes, e-cigarettes, or vaping products (unless legally licensed)
• Multi-Level Marketing: Pyramid schemes, "get rich quick" scams, or predatory MLM operations

2.3 Spam & Unsolicited Communications

• Robocalls: Using the Services to make automated, unsolicited outbound calls
• Telemarketing: Cold-calling or aggressive sales tactics without consent
• Email Spam: Sending unsolicited bulk emails or marketing messages
• SMS Spam: Sending unsolicited text messages to individuals who have not opted in
• Harassment: Repeated unwanted contact, threatening messages, or abusive communications

2.4 Abusive or Malicious Behavior

• System Abuse: Attempts to overload, crash, or disrupt Pingally's infrastructure
• Hacking: Unauthorized access to Pingally's systems, other users' accounts, or third-party services
• Malware Distribution: Spreading viruses, trojans, ransomware, or malicious code
• DDoS Attacks: Distributed denial-of-service attacks against Pingally or other entities
• Credential Stuffing: Attempting to access accounts using stolen or leaked credentials

2.5 Misrepresentation & Impersonation

• False Identity: Impersonating another business, person, or government agency
• Fake Credentials: Falsely claiming professional licenses, certifications, or qualifications
• Misleading Information: Providing false business details, addresses, or contact information
• Brand Confusion: Using branding or messaging that could mislead callers about your identity

2.6 Competitive Intelligence & Reverse Engineering

• Competitive Analysis: Using the Services to analyze or reverse-engineer Pingally's technology
• Benchmarking: Conducting performance tests to compare Pingally with competitors (without permission)
• Data Scraping: Automated extraction of data from Pingally's platform

3. Account Security Requirements

3.1 Password Security

You must:

• Use a strong, unique password (minimum 12 characters, including uppercase, lowercase, numbers, and symbols)
• Enable two-factor authentication (2FA) for all accounts with access to sensitive data (e.g., healthcare)
• Never share your password with anyone, including Pingally staff
• Change your password immediately if you suspect unauthorized access

3.2 Access Controls

You are responsible for:

• Limiting account access to authorized employees only
• Revoking access immediately when employees leave your organization
• Monitoring user activity logs for suspicious behavior
• Reporting any unauthorized access to Pingally within 24 hours

4. Content Restrictions

4.1 AI Training & Instructions

When configuring your AI receptionist, you may NOT:

• Instruct the AI to provide medical diagnoses or treatment advice (healthcare customers)
• Program the AI to make discriminatory decisions based on race, gender, religion, etc.
• Use offensive, profane, or hateful language in AI scripts
• Instruct the AI to mislead callers about its capabilities or identity
• Configure the AI to collect excessive or unnecessary personal information

4.2 Customer Data

You must:

• Obtain proper consent before collecting personal information via calls
• Comply with PIPEDA, PHIPA (for healthcare), and other privacy regulations
• Store sensitive data securely and limit access to authorized personnel
• Notify callers if calls are being recorded (required by law in some provinces)

5. Prohibited Technical Conduct

5.1 System Integrity

You may NOT:

• Attempt to bypass security measures or authentication systems
• Use automated scripts or bots to interact with the platform (except via official API)
• Exploit bugs, vulnerabilities, or loopholes in Pingally's software
• Interfere with other customers' use of the Services

5.2 API Usage Limits

If you use Pingally's API, you must:

• Respect rate limits (maximum 100 requests per minute per account)
• Use API keys securely and never expose them in public repositories
• Report any API bugs or security issues responsibly
• Not resell or redistribute API access without written permission

6. Enforcement & Consequences

6.1 Violation Response

If you violate this AUP, Pingally may:

• Issue a Warning: First-time minor violations receive a written warning
• Suspend Services: Temporary suspension (24-72 hours) for moderate violations
• Terminate Account: Immediate termination without refund for serious or repeated violations
• Report to Authorities: Illegal activity is reported to law enforcement
• Legal Action: Pingally reserves the right to pursue civil or criminal legal remedies

6.2 Investigation Rights

Pingally reserves the right to:

• Monitor call transcripts and recordings for AUP compliance
• Review account activity logs and usage patterns
• Temporarily suspend accounts during investigations
• Cooperate with law enforcement investigations

6.3 Appeal Process

If your account is suspended or terminated:

• You will receive an email explanation within 24 hours
• You may appeal the decision by emailing compliance@pingally.com
• Appeals are reviewed within 5 business days
• The decision of Pingally's Compliance Team is final

7. Reporting Violations

7.1 How to Report

If you suspect another Pingally customer is violating this AUP, report it to:

• Email: abuse@pingally.com
• Phone: 1-800-PINGALLY (ask for Compliance Team)
• Subject Line: "AUP Violation Report - [Account Name]"

7.2 Information to Include

When reporting, provide:

• Name of the suspected violator (if known)
• Description of the violation and date/time it occurred
• Any evidence (call recordings, screenshots, emails)
• Your contact information for follow-up

7.3 Confidentiality

All reports are treated confidentially. Pingally will NOT disclose your identity to the accused party without your consent (except as required by law).

8. Cooperation with Law Enforcement

Pingally cooperates fully with law enforcement agencies and may disclose customer information when:

• Required by a valid court order or subpoena
• Necessary to prevent imminent harm or illegal activity
• Requested by Canadian federal or provincial authorities
• Required to protect Pingally's legal rights

9. Changes to This Policy

Pingally may update this Acceptable Use Policy at any time. We will notify you of material changes via:

• Email to your registered address (at least 30 days' notice)
• In-app notification when you log in
• Updating the "Last Updated" date at the top of this page

Continued use of the Services after changes take effect constitutes acceptance of the revised AUP.

10. Contact Information

For questions about this Acceptable Use Policy, contact:

• Compliance Team: compliance@pingally.com
• Abuse Reports: abuse@pingally.com
• General Support: support@pingally.com
• Phone: 1-800-PINGALLY