1. Introduction
This Acceptable Use Policy ("AUP") governs your use of Voco Digitals Ltd's AI receptionist services ("Services"). By using our Services, you agree to comply with this policy. This AUP is incorporated into and forms part of our Terms & Conditions.
2. Permitted Use
Our Services are designed to be used for legitimate business purposes, including:
- Answering inbound business calls professionally
- Capturing caller information and enquiry details
- Scheduling appointments on your behalf
- Providing callers with information about your business
- Routing calls and messages to appropriate contacts
3. Prohibited Activities
You must not use the Services to:
- Engage in or facilitate any unlawful, fraudulent, or deceptive activity
- Collect or process personal data without a lawful basis or appropriate consent
- Mislead callers about the nature of the AI service or impersonate individuals
- Transmit, store, or process content that is defamatory, obscene, threatening, or otherwise objectionable
- Interfere with or disrupt the integrity or performance of the Services
- Attempt to gain unauthorised access to the Services or related systems
- Reverse-engineer, decompile, or otherwise attempt to derive the source code of the Services
- Use automated means to abuse, overload, or exploit the Services beyond normal business use
- Resell, sublicense, or redistribute the Services without our written consent
- Use the Services in any way that violates applicable laws or regulations
4. Call Recording & Compliance
When using our call recording and transcription features, you must:
- Comply with all applicable laws regarding call recording in your jurisdiction
- Ensure appropriate disclosures are made to callers about AI handling and recording
- Not use recordings for purposes beyond those permitted by your privacy policy
- Ensure your use of the Services complies with industry-specific regulations (e.g., FCA, SRA, CQC)
5. Content Guidelines
Any content you configure within the Services (greetings, FAQ responses, business information) must be:
- Accurate and not misleading
- Compliant with advertising standards and consumer protection laws
- Free from discriminatory, offensive, or harmful material
- Respectful of third-party intellectual property rights
6. Security
You are responsible for:
- Maintaining the confidentiality of your account credentials
- Ensuring that access to your Voco dashboard is limited to authorised personnel
- Promptly notifying us of any unauthorised access or security breach
- Keeping your account information and business details up to date
7. Fair Usage
Our Services are subject to fair usage. We reserve the right to investigate and take action against usage patterns that are significantly beyond normal business use, appear to be abusive, or are designed to exploit the pricing structure. Your plan's included calls and spend cap are designed to provide generous coverage for normal business operations.
8. Enforcement
If we determine that you have violated this AUP, we may, at our discretion:
- Issue a warning and request that you remedy the violation
- Temporarily suspend your access to the Services
- Permanently terminate your account
- Report the activity to relevant authorities
We will endeavour to provide reasonable notice before taking action, except where immediate action is necessary to protect the Services, our users, or comply with legal obligations.
9. Reporting Violations
If you become aware of any violation of this AUP, please report it to us at hello@vocohq.co.uk.
10. Changes to This Policy
We may update this AUP from time to time to reflect changes in our Services, legal requirements, or best practices. We will notify you of material changes via email or through the Services. Continued use of the Services after changes constitutes acceptance of the updated policy.
11. Contact
For questions about this Acceptable Use Policy:
Voco Digitals Ltd
Email: hello@vocohq.co.uk
Phone: 0333 043 6661