Acceptable Use Policy

1. Purpose and Scope

This Acceptable Use Policy (the “AUP”) governs use of all services provided by Simple Is Good Inc., operating as SimpleUP AI (“SimpleUP AI”, “we”, “us”, “our”), including AI Voice Agents, AI Chat Agents, SMS and messaging services, dashboards, integrations and data exports (collectively, the “Services”).

This AUP is incorporated by reference into the SimpleUP AI Service Agreement, the Terms and Conditions and the Agency Agreement. Capitalized terms used but not defined here have the meaning given in the applicable agreement.

This AUP binds the Client and every person the Client permits to use or configure the Services, including the Client’s employees, contractors, agents and affiliates. The Client is responsible for all activity conducted through its account, whether or not the Client authorized it.

We may update this AUP from time to time. The version published on this page governs. Material changes take effect thirty (30) days after publication, except where a shorter period is required by law, by a regulator, or by an upstream telecommunications or AI provider, in which case the change takes effect immediately on notice.

2. General Prohibitions

The Client shall not use the Services, or permit the Services to be used, to:

• violate any applicable federal, provincial, state or local law, or any regulation, order or carrier requirement;
• infringe, misappropriate or violate any patent, trademark, copyright, trade secret or other proprietary right;
• defame, harass, threaten, stalk, intimidate or abuse any person;
• transmit malware, ransomware, spyware or any code intended to damage or gain unauthorized access to a system;
• generate, solicit, store or transmit sexual content involving minors, or any content constituting child sexual abuse material. This carries zero tolerance: immediate termination without notice and referral to law enforcement;
• promote or facilitate violence, terrorism, self-harm, or hatred directed at any group on the basis of a protected ground;
• facilitate fraud, phishing, identity theft, pyramid schemes, Ponzi schemes or any deceptive financial practice;
• advertise, sell or facilitate the sale of illegal goods or services, including unlicensed weapons, controlled substances or counterfeit products;
• circumvent security controls, probe for vulnerabilities, or access data belonging to another customer;
• reverse-engineer the platform, scrape the Services, or use conversation data or AI outputs to train, fine-tune or benchmark a competing artificial intelligence product; or
• resell, sublicense, white-label or provide the Services to any third party without our prior written authorization.

3. AI-Specific Restrictions

No deceptive impersonation

The Client shall not configure an AI Agent to impersonate a specific identifiable individual, a government body, a law enforcement agency, a financial institution, or any organization the Client is not authorized to represent.

No denial of AI status

The Client shall not instruct or configure an AI Agent to deny being an artificial intelligence system when a caller or visitor asks directly, or to withhold that fact where disclosure is required by law.

No unsupervised high-stakes decisions

The Services are intake, qualification, scheduling and information tools. They shall not be used as the sole or determinative basis for any medical, legal, financial, credit, employment, housing, insurance-underwriting or immigration decision, and shall not be presented to end users as a source of professional advice.

Emergency and crisis use is prohibited

The Services shall never be presented, configured or relied upon as an emergency line, a 911 substitute, a crisis or suicide-prevention line, or a medical triage service. The Client is responsible for ensuring its published emergency contact routes to a human being and bypasses the AI Agents entirely.

No safety-critical use

The Services shall not be used to operate or control machinery, vehicles, medical devices, industrial systems or critical infrastructure.

No guardrail circumvention

The Client shall not attempt, by prompt manipulation, injection, jailbreaking or otherwise, to induce an AI Agent to produce content that this AUP prohibits or that the underlying model provider prohibits.

Output review remains the Client’s responsibility

AI outputs are probabilistic and can be wrong. Nothing in this AUP reduces the Client’s obligation to verify appointments, commitments and information captured by the AI Agents.

4. Restricted and High-Risk Sectors

Prior written approval is required before the Services are deployed for any of the following. Approval may be conditioned on additional disclaimers, restricted scripts, mandatory human escalation, a signed data-processing addendum, or revised commercial terms:

• Healthcare, medical, dental or mental-health practices handling personal health information
• Legal services, debt collection, credit repair and bankruptcy services
• Financial services, lending, mortgage brokerage, insurance, investment advice and cryptocurrency
• Cannabis, alcohol, tobacco and vaping products
• Firearms, ammunition and regulated weapons
• Gambling, betting and gaming
• Adult content and dating services
• Multi-level marketing and the generation of leads for sale to third parties
• Political campaigning, fundraising and polling

The following are prohibited outright and will not be approved:

• Payday or predatory lending at rates exceeding the applicable legal maximum
• Debt-relief or credit-repair services charging fees in advance of results
• Counterfeit goods, academic essay mills and fake review generation
• Deceptive robocalling, “one-ring” schemes, wangiri fraud and traffic pumping

Deploying the Services into a restricted sector without written approval is a material breach of the Client’s agreement with us.

5. Telephone, SMS and Messaging Compliance

This section applies to all outbound voice calls and all SMS and messaging traffic.

5.1 Consent and lists

The Client is the sender and caller of record. The Client represents and warrants that, for every number contacted, it has obtained and can evidence the consent required under Canada’s Anti-Spam Legislation (CASL), the CRTC Unsolicited Telecommunications Rules, the US Telephone Consumer Protection Act (TCPA) and CTIA messaging guidelines, as applicable. SimpleUP AI does not supply, verify, cleanse or warrant contact lists. Purchased, rented, scraped or harvested lists are prohibited.

5.2 Opt-out

Every outbound messaging program must honour opt-out requests. The exact phrase “Reply STOP” must appear in the initial message of every campaign and at least once per month in any recurring program. The keywords STOP, END, QUIT, CANCEL and UNSUBSCRIBE must all be honoured immediately and automatically; opt-outs shall never be manually overridden or re-subscribed without fresh express consent.

For outbound voice, every call must offer a means of removal from the calling list. Removal requests must be honoured within the period required by the CRTC Unsolicited Telecommunications Rules, and the Client is responsible for subscribing to and scrubbing against the National Do Not Call List where applicable.

5.3 Identification

Every outbound call and message must identify the Client by name and provide a means of contact. Spoofed, misleading or unregistered caller identification is prohibited, as is any attempt to circumvent STIR/SHAKEN attestation.

5.4 Calling and messaging hours

Outbound voice and messaging traffic is restricted to the hours permitted in the recipient’s local time zone. In Canada, this is 9:00 a.m. to 9:30 p.m. on weekdays and 10:00 a.m. to 6:00 p.m. on weekends. In the United States, this is 8:00 a.m. to 9:00 p.m. Where both apply, the stricter window governs.

5.5 A2P 10DLC registration and content

Brand and campaign registration information submitted for A2P 10DLC must be accurate and kept current, and traffic must match the registered campaign use case. SHAFT-C content (sex, hate, alcohol, firearms, tobacco and cannabis) is prohibited over A2P 10DLC regardless of its legality in the recipient’s jurisdiction. Public shared URL shorteners are prohibited. Snowshoeing, being the distribution of traffic across numbers or campaigns to evade carrier filtering, is prohibited.

5.6 Number integrity

The Client shall not engage in traffic pumping or artificially inflated traffic, shall not use provisioned numbers to bypass carrier billing, and shall not acquire numbers through the Services for resale.

6. Data and Privacy

The Client determines the purposes for which conversation data is collected and is responsible for the lawful basis, notice and consent required under PIPEDA and applicable provincial privacy legislation.

Prohibited data. Without our prior written agreement and a signed data-processing addendum, the Client shall not upload to the knowledge base, or configure an AI Agent to solicit or capture:

• Personal health information
• Full payment card numbers, CVV codes or banking credentials
• Social Insurance Numbers, Social Security Numbers or government identification numbers
• Biometric identifiers
• Information knowingly collected from children under 13
• Criminal record or judicial proceedings data

If prohibited data is captured incidentally, the Client shall notify us promptly, and we may purge the affected records. The Client shall not ingest third-party personal information into the knowledge base without a lawful basis for doing so, and is responsible for providing lawful notice of call recording and transcription to its callers.

7. Platform Integrity and Fair Use

• No load testing, penetration testing or vulnerability scanning without our prior written permission.
• No automated volume that materially degrades the platform or that exceeds the Client’s service plan.
• Account credentials shall not be shared outside the Client’s organization, and a single deployment shall not serve multiple unrelated businesses.
• Wallet funds are for the Client’s own use. Credits carry no cash value and may not be resold or transferred.
• Third-party integrations remain subject to their own terms of service, and compliance with those terms is the Client’s responsibility.

8. Client Responsibilities

• Review and approve knowledge base content before launch, and keep it current.
• Maintain a human escalation path for anything an AI Agent cannot or should not handle.
• Review transcripts periodically for misuse, drift or inaccurate output.
• Report any suspected breach, unauthorized access or misuse of the Services within twenty-four (24) hours.
• Ensure that any person configuring or operating the AI Agents on the Client’s behalf is aware of this AUP.

9. Enforcement

We may investigate suspected violations of this AUP, and the Client shall cooperate with any such investigation. Depending on the nature and severity of the violation, we may, with or without prior notice:

• issue a warning and require remediation within a stated period;
• restrict, throttle or disable specific features, numbers or campaigns;
• suspend the Services in whole or in part;
• terminate the Client’s agreement for cause;
• remove or disable offending content or configuration; or
• report the matter to law enforcement, the CRTC, the Office of the Privacy Commissioner of Canada, or an affected carrier or upstream provider.

Immediate suspension without prior warning applies where the violation involves child sexual abuse material, credible threats of violence, active fraud, a security compromise, a directive from a carrier or regulator, or any conduct that exposes SimpleUP AI to regulatory action or to loss of carrier or provider privileges.

Suspension or termination under this AUP does not entitle the Client to any refund, credit or wallet balance payout, and does not relieve the Client of fees owing, including any accelerated balance of an annual term. The Client’s indemnity obligations apply to claims arising from its violation of this AUP.

10. Reporting a Violation

Suspected misuse of the Services, including misuse by another party, may be reported to Simple Is Good Inc. (SimpleUP AI), Oshawa, Ontario, Canada:
1 (905) 725 3545

11. Relationship to Other Documents

This AUP forms part of the Client’s agreement with SimpleUP AI. In the event of a conflict, the following order of precedence applies:

1. A signed SimpleUP AI Service Agreement or Agency Agreement
2. This Acceptable Use Policy
3. The Terms and Conditions
4. The Privacy Policy, in respect of privacy matters only

12. Governing Law

This AUP is governed by the laws of the Province of Ontario and the federal laws of Canada applicable therein. Disputes arising from it are subject to the exclusive jurisdiction of the courts in Oshawa, Ontario, Canada.