Acceptable Use Policy
Effective Date: April 15, 2026
Introduction
This Acceptable Use Policy (“Use Policy”) governs the use of the Services. This Use Policy is incorporated into and forms part of our Terms and Conditions (the “Terms”). Any capitalized terms not defined in this Use Policy have the meanings set forth in the Terms.
Tildei provides AI-powered conversational agents that handle booking, scheduling, and customer service on behalf of our customers. These agents communicate with end users across SMS, web chat, social media, email, and other messaging channels. Because our agents interact directly with real people on our customers’ behalf, responsible use of the Services is essential to maintaining trust, accuracy, and compliance with applicable law.
Core Principles
Our Use Policy is built on these foundational principles:
- Communicate Honestly: AI agents must provide accurate, truthful information. Customers are responsible for keeping agent knowledge bases current and correct.
- Respect End Users: Every person who interacts with an AI agent deserves a respectful experience. Messages must not harass, mislead, or discriminate.
- Protect Privacy: Customer data and end-user personal information must be handled in accordance with applicable privacy laws and industry best practices.
- Comply with the Law: All messaging, booking, and customer service activities conducted through the Services must comply with applicable laws and regulations, including communications and marketing laws.
Prohibited Uses
The Services must not be used for any of the following:
- Spam and Unsolicited Messaging: Sending bulk unsolicited messages, promotional content without proper consent, or any communications that violate anti-spam laws. All marketing and promotional messages sent through the Services must comply with applicable opt-in and opt-out requirements.
- Harassment and Abuse: Sending threatening, abusive, defamatory, or harassing messages to end users, or configuring agents to engage in discriminatory conduct based on race, gender, religion, national origin, disability, or any other protected characteristic.
- Deceptive Communications: Configuring agents to make false claims about products, services, pricing, or availability. Agents must not impersonate real individuals or misrepresent their nature as AI when directly asked by an end user.
- Fraudulent Activity: Using the Services to facilitate phishing, scams, fraudulent booking schemes, unauthorized charges, or any other dishonest or illegal commercial activity.
- Unauthorized Data Collection: Using agent interactions to harvest end-user personal information for purposes unrelated to the services the customer provides, or selling or sharing end-user data obtained through the Services in violation of applicable law.
- Illegal Products or Services: Using the Services to promote, sell, or facilitate the sale of controlled substances, unlicensed firearms, counterfeit goods, or any other products or services prohibited by applicable law.
- Interference with Third-Party Systems: Using the Services to disrupt, overload, or circumvent rate limits or access controls on integrated third-party platforms, or to violate the terms of service of any third-party booking or communication platform.
Agent Configuration and Use
Customers are responsible for the accuracy and appropriateness of the information, instructions, and knowledge base content they provide to configure their AI agents. This includes ensuring that agent responses accurately reflect the customer’s current service offerings, pricing, availability, and business policies.
Customers must maintain reasonable human oversight of agent interactions and must promptly update agent configurations when business information changes. Customers must not configure agents to provide medical, legal, financial, or other professional advice, or to make representations that exceed the scope of the customer’s own business offerings.
Data and Privacy Protection
Customers must only process end-user data (including contact information, booking details, and conversation history) for which they have a lawful basis and for purposes consistent with their own privacy policies. All personal data processed through the Services must be protected in accordance with applicable data protection laws, including CCPA, GDPR, and any applicable state or local privacy statutes.
Customers must not use the Services to collect end-user information beyond what is reasonably necessary for the customer’s booking, scheduling, and customer service operations. Customers must not sell, share, or repurpose end-user personal data obtained through agent interactions except as permitted by applicable law and the customer’s own disclosed privacy practices.
Messaging and Content Standards
All messages sent through the Services — whether via SMS, web chat, social media, email, or any other channel — must be truthful, accurate, and directly related to the customer’s legitimate business operations.
The Services must not be used to generate fake reviews, testimonials, or endorsements, or to send messages that contain hate speech, threats, or content that promotes self-harm, exploits minors, or is otherwise unlawful.
When an AI agent is asked by an end user whether it is an AI or automated system, the agent must truthfully disclose its nature. Customers must not configure agents to deny or conceal their AI identity when directly questioned.
Communications Compliance
Customers are solely responsible for ensuring that all messages sent through the Services comply with applicable communications laws, including the Telephone Consumer Protection Act (“TCPA”), the CAN-SPAM Act, and any state or international equivalents.
Without limiting the foregoing, customers must:
- Obtain and maintain all required consents before sending marketing or promotional messages, including prior express written consent where required by the TCPA for marketing texts.
- Clearly distinguish between transactional messages (such as booking confirmations and appointment reminders) and marketing messages (such as promotional offers, re-engagement campaigns, and abandoned-cart follow-ups), and ensure that the appropriate level of consent has been obtained for each category.
- Include compliant opt-out mechanisms in all messages that require them, and promptly honor all opt-out and unsubscribe requests.
- Maintain records of consent sufficient to demonstrate compliance in the event of a regulatory inquiry or dispute.
Services Integrity
Customers must not create multiple accounts to evade restrictions, share account credentials with unauthorized parties, or circumvent usage limits, conversation caps, or booking thresholds established under their subscription. Attempts to manipulate AI agent behavior through prompt injection, exploit vulnerabilities in the Services, interfere with other customers’ operations, or intentionally degrade Services performance are strictly prohibited.
Customers must not reverse engineer the Services’ functionality, systematically extract or scrape agent capabilities or underlying models, or use the Services to build or train a competing product. Unauthorized resale or sublicensing of access to the Services is prohibited.
Third-Party Platform Integrations
Customers who integrate the Services with third-party booking or business platforms (such as MindBody, Zenoti, Boulevard, or similar systems) are responsible for complying with the terms of service, acceptable use policies, and API usage requirements of those platforms. Customers must ensure that API credentials provided to Tildei are obtained and used in accordance with the applicable third-party platform’s terms.
Tildei does not control the availability, functionality, or policies of third-party platforms. Customers should be aware that third-party platforms may modify their terms, revoke API access, or discontinue support for third-party integrations at any time.
Compliance and Legal Requirements
Customers bear full responsibility for ensuring their use of the Services complies with all applicable laws and regulations, including the TCPA, CAN-SPAM Act, state consumer protection and marketing statutes, data protection laws (including CCPA and GDPR), intellectual property laws, and all relevant local and international legal requirements.
Customers must also comply with the rules and policies of any messaging channel through which the Services operate, including carrier policies for SMS, and platform-specific terms for social media, email, and messaging applications.
The Services cannot be used for any illegal purpose, including fraud, identity theft, copyright infringement, trade secret misappropriation, or any criminal activity.
Enforcement and Consequences
We may monitor usage patterns, review conversation logs, and audit agent behavior to detect violations, to the extent permitted by law and our privacy policy. Monitoring will be conducted in a manner consistent with applicable privacy laws. For material violations, we may provide warnings and an opportunity to remediate; severe or repeated violations may result in suspension, termination, or legal action.
Violations may result in graduated enforcement actions ranging from warnings to reduced messaging volume, temporary account suspension, permanent termination for severe violations, and legal action where warranted.
Updates and Modifications
This Use Policy may be updated to address emerging technologies, new threat patterns, regulatory requirements, and community feedback. We will use commercially reasonable efforts to deliver reasonable notice of material changes when feasible.
Contact Us
To report suspected violations or harmful outputs or request clarification or compliance guidance, contact us at support@tildei.com.
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