Acceptable Use Policy

01Scope

This Acceptable Use Policy governs everything done through Adoptiv: by you, by your users, by anyone you give access to, and by any script, bot or integration acting under your credentials. It is part of the [Terms of Service](/legal/terms).

You are responsible for every call, message and record that leaves your account. If a user of yours breaches this policy, you have breached it.

Adoptiv gives you compliance controls. Do-not-call screening, litigator flagging, calling windows, disclosure playback, consent fields and abandonment caps are tools you configure. Configuring them does not transfer your legal obligations to us, and nothing in this policy or in the Platform is legal advice. Where the law where you are calling is stricter than this policy, the law wins.

We may update this policy. Material changes are announced 14 days in advance to the account administrator, as described in the [Terms of Service](/legal/terms).

02Prohibited content

You must not use Adoptiv to process, store, transmit or promote:

• material relating to child sexual abuse or the exploitation of a minor in any form
• content that promotes terrorism, violent extremism, or violence against a person or group
• human trafficking, forced labour, or the sale of a person
• the sale of weapons, ammunition or explosives where that sale is unlawful, or to a buyer who is not permitted to receive them
• controlled substances, prescription medicines or precursor chemicals offered outside the licensing that jurisdiction requires
• malware, ransomware, exploit kits, stolen credentials, stolen card data or stolen personal data
• content that harasses, threatens, defames or targets a person on the basis of a protected characteristic
• content designed to deceive about who is calling or writing, including impersonation of a government body, a bank, a carrier or Adoptiv itself
• sexually explicit material sent to a recipient who has not asked for it

You must not run a campaign that discriminates unlawfully, including in a way that breaches the Fair Housing Act, the Equal Credit Opportunity Act or an equivalent statute elsewhere.

03Prohibited conduct

You must not:

• use Adoptiv for fraud of any kind, including financial fraud, identity theft, insurance fraud, invoice redirection, advance-fee schemes and fake support calls
• use the Platform to build, enrich or sell a contact list you do not have the right to hold
• share one seat between several people, or resell access without a signed white label or reseller agreement
• misrepresent the origin, purpose or sender of a communication
• use AI voice agents to pass as a human where the law requires disclosure, including under California AB 2905 and Article 50 of the EU AI Act
• use the Platform for any practice prohibited by Article 5 of the EU AI Act
• upload personal data you have no lawful basis to process
• use the Platform in a way that breaches an agreement you have with a third party, including a carrier contract or a data licence

04Prohibited calling practices

You must not:

• dial a number without a lawful basis, whether that is consent, an established business relationship, or another exemption that actually applies to the call you are making
• deliver a prerecorded or artificial-voice message to a residential or mobile line without prior express written consent
• run a dialler in a way that abandons more calls than the applicable rule allows. Adoptiv defaults the abandonment cap to 3% per campaign and you must not raise it above what the law where you are calling permits
• leave a dead-air call, or hang up on an answered call without an agent or a compliant message
• use ringless voicemail into a jurisdiction that treats it as a call requiring consent, without that consent
• call a number you know or should know is reassigned to a different person from the one who consented
• call to harass, including repeated calls to the same number after a request to stop
• use the dialler against a list you bought, scraped, or received from a lead broker without the consent evidence that goes with each record
• attempt to reach an emergency service, an N11 short code or a restricted government number through the Platform

05Consent before you dial

Consent is collected by you, on your own website, form or landing page, at the point of capture. Adoptiv stores it and enforces it. It does not create it.

Before an automated or prerecorded call or a marketing message goes to a number, you must hold consent that is specific enough for the call you are making. For a call made with an autodialler or a prerecorded voice to a mobile number in the United States, that means prior express written consent, given to one identified seller, for calls of the kind you are about to make.

You must be able to produce, for any contact, the record of consent. Adoptiv gives you fields for each of these and you should fill them:

• the exact consent language shown to the person
• the date and time consent was given
• the source URL, form or campaign it came from
• the IP address of the person who gave it
• the single seller identified in the consent
• any revocation, and the channel it arrived on

Consent is not transferable. Consent given to another company is not consent given to you. Consent given for one purpose does not cover another. Consent expires where the applicable rule says it expires, and an established business relationship does not last forever.

Recording consent. Where you record calls, you must have the consent the law requires. In United States two-party consent states, and as a baseline under GDPR and ePrivacy in the EU and UK, that means every party on the call. Configure the disclosure message and keep your records.

06Calling hours

Calls must be placed inside the hours that the law allows in the called party's local time, not yours.

Adoptiv enforces business hours schedules and holiday calendars against the workspace time zone, and campaigns can be restricted to a calling window. You must configure these to match the jurisdictions you actually call, and keep them current when a holiday calendar changes.

07Do not call obligations

You must screen against every register that applies to your campaign before you dial, and again if the list has been sitting since it was imported. Adoptiv screens a list on import and screens the number again on automated outbound paths before it dials. That is a control, not a defence.

You must:

• keep an internal do-not-call list, add to it any request to stop, and honour it across every campaign, every channel and every number you dial from
• honour an opt-out request within the time the law allows and in any case within 10 business days for calls and 24 hours for messages
• screen against the national register where one exists, and against state registers where they exist
• keep your suppression list for at least five years, which is the period the Telemarketing Sales Rule expects
• not remove a number from a do-not-call list because a new consent record was uploaded, unless that consent post-dates the opt-out and is genuine
• not use an established business relationship as cover for calling somebody who has told you to stop

A request to stop counts however it arrives. On the call, by reply message, by email, through a form, or to any of your other channels. If your team can hear it, you have received it.

08Caller identification and spoofing

You must transmit accurate caller identification on every call. Specifically, you must not:

• transmit misleading or inaccurate caller ID with intent to defraud, cause harm or wrongly obtain anything of value, which is prohibited by the Truth in Caller ID Act
• display a number you have no right to use, or a number that cannot receive a return call
• display a number belonging to a government body, an emergency service, a bank, a hospital or another organisation you do not represent
• use neighbour spoofing, meaning rotating caller ID to match the called party's local prefix in order to increase pick-up
• strip or suppress caller ID on a marketing call
• misuse the caller ID selection feature to defeat any of the above

Adoptiv selects from numbers you have provisioned or verified on the account, and ranks them on answer history. Every number you present must be one you legitimately control and one that a person can call back and reach you on.

STIR/SHAKEN attestation is set by the originating carrier. Where you bring your own carrier, the attestation on your traffic is that carrier's responsibility, and Adoptiv passes through whatever it supplies.

09Messaging

These rules apply to SMS, MMS and any other messaging Adoptiv carries. They replace the messaging policy previously referenced in our terms.

• Get explicit opt-in before the first message. Opt-in for calls is not opt-in for messages.
• Identify yourself in the first message of any conversation, by the name the recipient consented to.
• Include opt-out instructions, in plain wording, at least in the first message of a campaign and whenever a recipient could reasonably have forgotten who you are.
• Honour STOP, QUIT, CANCEL, OPT-OUT, UNSUBSCRIBE and END within 24 hours, and honour the equivalent word in the language you messaged in.
• Send only the message category that was registered for your sender, brand or campaign. Do not use a registered campaign for a different purpose.
• Do not use URL shorteners with a shared domain. Carriers filter them and it looks like phishing.
• Do not send to a number that has not opted in because it appeared in a reply, a forward or a group.
• Do not use snowshoeing: spreading the same traffic thinly across many numbers to avoid filtering.
• Do not send messages that a carrier prohibits on the route you are using, whatever the law says. The carrier's rule is the operative one.
• Follow the CTIA Messaging Principles and Best Practices in the United States, PECR in the United Kingdom, and the equivalent local rules elsewhere.

Short code and registered sender use is subject to carrier approval and can be withdrawn by the carrier at any time, without notice to us and without a right of appeal through us.

10Restricted and prohibited industries

Some traffic is refused by carriers, by our telephony sub-processors or by payment providers, independently of whether it is lawful. Where that happens we cannot carry it, and no agreement with us can make it carriable.

Prohibited on all routes:

• high-risk financial services, including payday loans, short-term high-interest lending, debt relief, debt consolidation, debt collection sold as a service to consumers, and credit repair
• cryptocurrency solicitation, token sales and investment offers with a guaranteed return
• get-rich-quick schemes, work-from-home offers, multi-level marketing recruitment and lead resale
• illegal gambling, and gambling into a jurisdiction where it is not licensed
• cannabis, CBD, kratom and related products where the route or the destination prohibits them
• prescription medicine sold without a prescription, and unapproved health treatments
• third-party lead generation, meaning collecting a consent and passing it to somebody else to call
• sexual content, hate speech, alcohol, firearms and tobacco on messaging routes that apply the SHAFT restrictions

Restricted, allowed only with prior written approval from us and from the carrier:

• consumer lending, mortgages and insurance
• collections against a debtor with an existing account relationship
• political calling and messaging, which also has its own registration rules
• charitable solicitation
• healthcare outreach, which carries consent rules of its own

If your business is on the restricted list, tell us before you start. Getting suspended mid-campaign because a carrier objected is worse for you than the conversation.

11Emergency services and numbers we do not route

Adoptiv is not a replacement for a telephone line and cannot be used to call for help.

We do not originate, terminate or route calls to:

• public-safety emergency numbers, including 911, 112, 999, 000, 110 and 119, and any equivalent emergency number in any other country
• N11 short codes, including 211, 311, 411, 511, 611, 711, 811 and 911, and their equivalents elsewhere
• United States federal agency numbers, including the IRS, the SSA, the USPS, federal law enforcement, the military, the intelligence community and federal court switchboards
• state, local, foreign government and diplomatic numbers that we have identified as restricted

You must arrange your own emergency calling. Keep a telephone service or mobile phone that can reach emergency services, at every location where your people work, and tell your users that Adoptiv cannot make that call. If you deploy Adoptiv to staff who work somewhere without another line, that gap is yours to close before they start.

Attempting to dial around, bypass or defeat these blocks is a material breach of this policy and is terminated without a cure period.

12Security and abuse

You must not:

• attempt to access a system, an account or a tenant that is not yours
• scan, probe or test the security of Adoptiv infrastructure without prior written authorisation. Authorised routes are in our [Vulnerability Disclosure Policy](/legal/vulnerability-disclosure)
• introduce malicious code into the Platform or into a system it connects to
• interfere with the availability or performance of the Platform for anyone else, including by flooding it with requests
• circumvent a usage limit, a rate limit, a licence check or any other technical control
• reverse engineer, decompile or disassemble the Platform, or try to derive its source code, except where that right cannot be excluded by law
• use the Platform or its output to build a competing product
• scrape the Platform, or automate the interface to extract data at a rate the API is designed to control
• remove, obscure or alter a notice of ownership, an AI disclosure marker or a recording disclosure

Report anything you find, or anything you see being done through Adoptiv, to abuse@adoptiv.com. Security vulnerabilities go to security@adoptiv.com.

13Fair use of unlimited plans

Where a plan is described as unlimited, that means unmetered for normal business use by the people occupying the seats you pay for. It is not a licence to resell capacity or to generate machine traffic.

Specifically:

• One seat is one named human. Seats may not be shared, rotated between shifts, or used by an automated process in place of a person.
• Unlimited calling covers calls placed by a user or by a dialler working a list on that user's behalf. It does not cover continuous automated dialling with no agent attached.
• Unlimited does not cover premium rate, satellite or special-service destinations, which are charged at the published rate whatever your plan says.
• Storage described as unlimited covers recordings, transcripts and files generated by your own use of the Platform. It is not general purpose file storage.
• API calls are subject to the rate limits published for your plan whether or not the plan is described as unlimited.

If usage on an account exceeds three times the median for its plan in a calendar month, we will contact the account administrator to understand what is driving it. We would rather move you to the right plan than throttle you. Where usage is clearly outside normal business use, or is being resold, we may apply a rate limit, move the account to metered pricing on 30 days' notice, or suspend under the enforcement section below.

14What happens if you breach this policy

We investigate reports and anomalies. Where we can, we start with a conversation.

Some breaches skip straight to suspension or termination with no cure period: child sexual abuse material, fraud, dialling around the emergency-number block, deliberate caller ID spoofing to defraud, an attack on the Platform or on another tenant, and anything that exposes us or our carriers to immediate regulatory action.

We may also be required to suspend traffic by a carrier or a regulator. Where that happens we will tell you what we can, as soon as we can.

If you think a suspension was wrong, write to legal@adoptiv.com. We will look at it again and answer with a reason either way.