Handlet — Acceptable Use Policy

This Acceptable Use Policy ("AUP") defines the standards of behaviour and content required when using Handlet. It applies to all users and to all current and future communication channels connected to the platform, including email, WhatsApp, SMS, website chat, social messaging, voice/call-agent features, and any other supported messaging or AI-assisted channel.

1. Core Principles

Handlet is a tool for legitimate trade businesses. You must use the service:

• Professionally: In a manner consistent with your trade.
• Transparently: Without deceiving your customers about the use of AI.
• Responsibly: Maintaining final oversight of all business commitments.

2. Prohibited Content

You may not use Handlet to generate, draft, or send content that is:

• Illegal: Facilitating any criminal act or violating UK laws.
• Harmful or Abusive: Harassment, threats, hate speech, or discriminatory content.
• Deceptive: Scams, phishing, or impersonating other businesses or individuals.
• High-Risk Advice: Presenting AI suggestions as professional legal, medical, financial, or safety-critical advice.
• Unlawful Marketing: Sending marketing messages without the consent or other lawful basis required by UK data protection and electronic marketing rules.
• Undisclosed AI Voice Use: Misleading callers about whether they are speaking with an AI-assisted voice feature, or failing to provide required call-recording or AI voice-assistant notices.
• Safety-Critical Voice Handling: Using voice or call-agent features for emergency handling, safety-critical advice, regulated professional advice, or situations where a human response is legally or practically required.

3. Prohibited Messaging Behaviour

To protect the integrity of messaging channels (and your own business reputation), you must not:

• Spam: Send bulk unsolicited messages or mass marketing campaigns.
• Cold Outreach: Use Handlet for large-scale cold messaging without prior recipient consent.
• Opt-out Evasion: Continue marketing or non-essential messages to people who have opted out or objected.
• Automated Harassment: Using automation to persistently message individuals who have asked to be left alone.

4. AI & "Auto-Send" Guardrails

4.1 AI Misuse

You must not attempt to "jailbreak" or bypass the safety filters of the Handlet AI or use the service to generate content that violates the policies of our AI providers and subprocessors.

4.2 Intelligence and Benchmarking Misuse

You must not attempt to use Handlet insights, benchmarks, message examples, or partner outputs to identify a Handlet customer, end customer, staff member, caller, account, message, or call unless that person or business has explicitly authorised the relevant disclosure or integration.

4.3 Auto-Send Responsibility (Pro Tier)

If you enable the Auto-Send feature:

• Threshold Integrity: You must set confidence thresholds that are appropriate for your business risk.
• Monitoring: You must regularly audit Auto-Send logs to ensure the AI is not sending incorrect or prohibited content.
• No "Set and Forget": Auto-Send is an efficiency tool, not a replacement for business oversight. You remain legally responsible for every message sent automatically.
• No Sensitive Commitments: Do not configure Auto-Send for communications that require case-by-case judgement, such as legal disputes, safety issues, complaints requiring escalation, or commitments you are not ready to honour.

5. Enforcement

If we detect a violation of this AUP, we may:

• Warn: Issue a formal notice to correct behaviour.
• Throttle: Limit your messaging volume or AI usage.
• Remove or Block Content: Remove, block, or prevent delivery of content, drafts, workflows, or connected-channel activity that appears to breach this AUP.
• Suspension/Termination: Immediately disable your account or specific connected channels.
• Report: Notify relevant authorities if illegal activity is suspected.

6. Key Points for Sign-Up (UI Summary)

By using Handlet, you agree to:

1. No Spam: I will not use Handlet for bulk unsolicited messaging.
2. Human Oversight: I am responsible for AI output I use, publish, approve, or send.
3. Automation Risk: If future automation or Auto-Send features are enabled, I accept responsibility for messages sent from my account.
4. Professionalism: I will not use Handlet to harass, deceive, or provide unsafe advice.

7. Contact & Reporting

To report misuse or ask questions: [email protected]

This AUP forms part of the Handlet Terms of Service.