Acceptable Use Policy

1. Lawful and authorized use

Customer may use Defuse only for lawful business customer-service purposes within the United States and only within the scope of its subscription. Customer must comply with communications, recording, interception, transcription, privacy, artificial-intelligence, consumer-protection, nondiscrimination, and industry-specific laws that apply to its calls.

Customer may not use the Service to make outbound marketing calls, send spam, impersonate an unrelated person or organization, obtain information through deception, or access a system or account without authorization.

2. Prohibited data

Unless Defuse expressly agrees in writing after appropriate safeguards and contracts are in place, Customer may not intentionally submit, solicit, configure the Service to request, or use the Service to process:

• Protected health information subject to HIPAA or similar medical confidentiality laws.
• Complete payment-card numbers, card verification values, PINs, bank login credentials, or other payment authentication data.
• Social Security numbers, government identification numbers, account passwords, security codes, private keys, or authentication secrets.
• Biometric identifiers or templates used to identify a person.
• Information knowingly collected from children or through services directed to children.
• Criminal-history, precise geolocation, immigration, genetic, or other specially regulated sensitive data except where incidental, unavoidable, lawful, and promptly minimized or deleted.

If prohibited data is unexpectedly stated by a caller, Customer must avoid further collection, restrict access, and delete the affected call when reasonably appropriate. Customer must notify Defuse if assistance is needed.

3. Prohibited services and decisions

Customer may not use Defuse for:

• Emergency calls, 911 functions, crisis response, threats to life or safety, or any service where delay or error could cause physical harm.
• Debt collection, credit reporting, repossession, or collection of disputed obligations.
• Medical diagnosis, treatment, triage, or advice; legal advice; financial or investment advice; or licensed mental-health services.
• Employment, housing, education, credit, lending, insurance eligibility, underwriting, coverage, claims, health-care access, essential government benefits, or another consequential decision.
• Services directed to children or interactions Customer knows are primarily with children.
• Any purpose prohibited by a provider in Defuse's technical supply chain or by applicable law.

Insurance businesses may use Defuse for general customer-service de-escalation only. They may not use it to decide or materially influence eligibility, underwriting, pricing, coverage, claims, benefits, or regulated advice, and may not submit prohibited data.

4. Transparency, recording, and caller choice

Customer may not disable, contradict, or suppress the Service's recording notice. Customer must obtain legally required consent and provide legally required notice for recording, transcription, AI interaction, and data processing.

Customer may not configure the AI supervisor to falsely claim it is human. The Service must be permitted to answer truthfully when asked whether it is AI. Where law requires disclosure before or at the beginning of an interaction, Customer must ensure that disclosure occurs before using Defuse for the affected caller or jurisdiction.

Customer must provide a reasonable human alternative when required by law, when promised, or when a caller refuses recording or requests a person. Customer may not use Defuse to trap a caller in an automated loop or prevent access to legally required human assistance.

5. Resolution authority and representations

Customer must write clear, lawful, internally approved authority rules and may not instruct the Service to promise something Customer cannot or does not intend to perform. Customer must promptly honor resolutions within the configured authority and complete follow-up within the timing configured or communicated to the caller.

Customer may not use the Service to make false, misleading, discriminatory, abusive, threatening, or unconscionable statements. Customer must monitor recurring issues and correct configurations that produce inaccurate, unlawful, or unintended commitments.

6. Security and platform integrity

Customer may not:

• Probe, scan, or test vulnerabilities without Defuse's prior written authorization.
• Bypass authentication, tenant boundaries, usage controls, overage limits, rate limits, or security measures.
• Reverse engineer, copy, scrape, resell, sublicense, or use the Service to build a competing product except where law expressly prohibits restriction.
• Upload malware or interfere with the Service, providers, telephone network, or another customer.
• Share credentials, permit unauthorized access, or export call data to an insecure or unauthorized destination.
• Use call data to harass, discriminate, retaliate, stalk, profile unlawfully, or cause harm.

7. Enforcement

Defuse may investigate suspected violations and may warn, limit, suspend, or terminate affected use. When practicable and consistent with safety and law, Defuse will provide notice and a reasonable opportunity to cure. Defuse may act immediately when necessary to prevent harm, protect data or systems, comply with law, or address repeated or material violations.

Customer must cooperate with reasonable investigations and remediation. Defuse may preserve relevant evidence as permitted by law. Enforcement does not limit other rights or remedies under the Terms.

8. Reporting concerns

Report suspected misuse or safety concerns to support@usedefuse.com. Include the customer business, approximate call date and time, and enough information to investigate without sending unnecessary sensitive data.