Acceptable Use Policy

Last updated: 15 August 2026

Prohibited activities

Fraud

We will not support any campaign whose purpose or effect is to obtain money, goods, services or information by deception. This includes advance-fee schemes, fake invoicing, false billing, fraudulent charitable solicitation, fake technical support, and any campaign designed to induce a payment for something that does not exist or will not be delivered.

Scams

Prize and lottery scams, fake refund schemes, cryptocurrency and investment scams, romance-adjacent solicitation, "your account has been compromised" pretexting, and any campaign built on a fabricated urgency to extract money or credentials.

Impersonation

Agents will not represent themselves as, or imply affiliation with, any organisation the client is not. Specifically prohibited: impersonating government agencies or officials, law enforcement, courts, tax authorities, banks or financial institutions, utility companies, healthcare providers, or any company other than the client. Agents will not claim professional credentials nobody holds.

Illegal telemarketing

Campaigns that breach applicable telemarketing law, including calling numbers on a do-not-call register where prohibited, calling outside permitted hours, ignoring opt-out requests, misrepresenting caller identity, spoofing caller ID to disguise origin, or operating without a licence or registration the jurisdiction requires. See our compliance page for how responsibility is divided.

Deceptive practices

Scripts containing claims the client cannot substantiate, false scarcity or urgency, misrepresented pricing, undisclosed material terms, bait-and-switch offers, fake survey pretexts used to open a sales conversation, or any instruction to avoid answering a direct question truthfully.

Harassment

Repeated contact after an opt-out request, contact designed to intimidate or wear down the recipient, abusive or demeaning language, contact at unreasonable frequency, or any campaign whose method depends on the recipient giving in rather than agreeing.

Threats

Any script or instruction involving threats of legal action that will not be taken, threats of arrest or criminal consequences, threats to a person's employment, immigration status or family, or implied consequences designed to frighten the recipient into compliance.

Illegal collections practices

Debt collection activity that breaches applicable law, including misrepresenting the amount or legal status of a debt, threatening action that cannot lawfully be taken, contacting third parties about a debt where prohibited, contacting at prohibited times, or continuing contact after a valid dispute or cease-communication request. Legitimate collections work is possible where it is properly licensed and compliant; this prohibits the unlawful version.

Stolen or unlawfully obtained data

Calling or contact lists obtained through data breaches, scraped in breach of terms or law, purchased without a lawful basis for the intended use, or supplied without the consent the contact method requires. You confirm the lawful basis for every record you provide.

Unauthorised account access

Attempting to access accounts, systems or data belonging to anyone other than the client, using client system access for purposes outside the campaign, or social engineering third parties into granting access.

Malicious activity

Distributing malware, phishing for credentials or payment details, directing people to fraudulent websites, facilitating account takeover, or any activity intended to compromise the security of a person or organisation.

Additional restrictions

• Regulated activity without authorisation. Agents do not perform work requiring a licence — insurance, financial advice, legal advice, medical advice, real estate representation — unless the applicable requirements are separately satisfied.
• Targeting vulnerable people. Campaigns designed to exploit age, illness, bereavement, cognitive impairment or financial distress.
• Minors. Campaigns directed at children.
• Unlawful goods and services. Anything the recipient cannot lawfully be sold in their jurisdiction.
• Payment card handling without a specific written arrangement and appropriate controls in place.
• Discriminatory practices. Scripts or routing rules that treat people differently on the basis of a protected characteristic.

Agent protections

This policy also protects the people doing the work. Agents may:

• Refuse to deliver a script they have reasonable grounds to believe is deceptive or unlawful
• End a contact where the caller is abusive, using the wording in your approved procedure
• Escalate anything they believe breaches this policy, without repercussion
• Decline to make claims outside the material they have been given

If an agent raises a concern under this policy, we will investigate it and we will tell you. We would rather have an awkward conversation with a client than ask someone to do something they think is wrong.

Reporting a breach

If you believe activity conducted under our name breaches this policy — whether you are a client, a recipient of contact, or a third party — report it through the contact form. Include as much detail as you can: the date and time, the number contacted, what was said, and the company named.

Reports are investigated. Where a breach is confirmed, the campaign is suspended.

Consequences

1. Suspected breach: the campaign is paused while we investigate, and we tell you why.
2. Confirmed breach: the engagement is terminated immediately.
3. Hours already worked remain payable; no refund is given for a termination caused by your breach.
4. Where required by law, we will report the matter to the relevant authority.

Why this policy exists in this form

Plenty of providers publish an acceptable use policy that is a paragraph of general language. We have written this one specifically because outbound calling is an industry where these things genuinely happen, and because a vague policy is not something an agent can point at when they are asked to do something they should not.

If any of the above describes the campaign you had in mind, we are not the right supplier, and we would rather establish that before you spend time scoping it with us.