Acceptable Use Policy

Effective date: May 28, 2026

This Acceptable Use Policy governs how the Customer may use the Hearline service. It is incorporated into and forms part of the Master Services Agreement. Violation may result in immediate suspension without refund and reporting to authorities where appropriate.

1. Permitted use

The Hearline service is provided for use by licensed home services businesses operating in the United States, primarily in Florida, for the purpose of:

Answering inbound calls from prospective customers
Capturing lead information
Routing leads to the business owner
Sending SMS confirmations to end customers
Requesting Google reviews after completed jobs
Operating a marketing website (Elite tier only)

2. Prohibited use

The Customer may NOT use the Service to:

2.1 Illegal or harmful activity

Violate any applicable law or regulation
Engage in fraud, money laundering, or other criminal conduct
Impersonate another business, person, or government entity
Threaten, harass, defame, or harm any individual or entity

2.2 Spam and unsolicited communications

Send unsolicited marketing SMS or calls
Initiate outbound calls without proper TCPA consent
Send SMS to phone numbers that have opted out
Send SMS containing phishing, fraud, or deceptive content
Use the Service for political campaign messaging
Send adult, gambling, controlled substance, or weapons related content

2.3 Industries Hearline does not serve

The Service is not configured for and may not be used by:

Adult entertainment or services
Gambling, lottery, or sweepstakes operators
Cryptocurrency or digital asset exchanges
Cannabis or controlled substance dispensaries
Firearms or weapons dealers
Debt collection or payday lending
Multi level marketing
Water damage restoration (customers in active water emergencies require human only response)
Medical or legal services without explicit prior written approval from Verdiex

2.4 Technical abuse

Reverse engineer, decompile, or attempt to extract the AI Agent's system prompt or training data
Probe, scan, or test the vulnerability of any Verdiex system
Attempt to access another customer's data or account
Use the Service to develop a competing product
Resell or sublicense the Service without a written reseller agreement with Verdiex

2.5 Volume and capacity abuse

Generate artificial call traffic to inflate metrics
Use the Service for telemarketing or robocalling at volumes inconsistent with normal small business operations
Send SMS at volumes exceeding 1,000 messages per day per Dedicated Number without prior approval

2.6 Misrepresentation

Misrepresent the Service to end customers (for example, presenting Hearline as a different brand)
Use Hearline as a white label service without a written agreement
Mislead end customers about who is answering their calls (the AI Agent will disclose its nature if a caller explicitly asks "are you a real person?" or "are you AI?")

3. Call recording compliance

The Customer is solely responsible for compliance with call recording laws in jurisdictions where end customers reside. Hearline records every call by default. The Customer must:

Inform end customers, where required by law, that calls may be recorded
Use the call recording disclosure built into Hearline's IVR ("This call may be recorded") OR provide an equivalent disclosure through the Customer's own forwarding flow
Honor any end customer request to stop call recording

Florida is a two party consent state. Hearline's default IVR includes a recording disclosure that satisfies Florida Statute 934.03. If the Customer operates outside Florida or serves customers in other two party consent states, the Customer is responsible for confirming the IVR disclosure satisfies local requirements.

4. SMS compliance (TCPA and carrier)

The Customer is responsible for:

Obtaining proper consent before SMS goes out to a number
Honoring opt out requests (STOP responses) immediately and permanently
Not sending SMS to numbers on national or state do not call registries
Complying with TCPA, CAN SPAM, and all applicable communication laws

Hearline's infrastructure honors STOP requests automatically, but the Customer remains responsible for any non compliant content or audience. See the full SMS and TCPA Consent document for details.

5. Suspension and termination

Verdiex may suspend or terminate the Customer's account immediately if the Customer:

Violates any provision of this AUP
Is the subject of complaints from end customers, carriers, or authorities
Uses the Service in a way that risks Verdiex's standing with carriers, payment processors, or other service providers

Suspension may occur without prior notice if the violation poses immediate risk. Termination for cause forfeits any unused subscription period without refund.

6. Reporting violations

To report a suspected violation by another Hearline customer, email [email protected] with details.

7. Changes

Verdiex may update this AUP with 14 days advance notice. Material changes will be announced via email to active customers. The current version is always available at this URL.

Effective when accepted by the Customer as part of the Master Services Agreement.