Acceptable Use Policy

This Acceptable Use Policy ("Policy") forms part of the Dial Milo Terms of Service between you and Inhype Live Limited ("we", "us"). It applies to every account, user, agent, campaign, phone number and API token on Dial Milo, including use by your team members and by AI agents or integrations acting for you. Words defined in the Terms have the same meaning here.

You are responsible for every call, message and other communication made, received or triggered through your account, and for making sure it is lawful. Breaching this Policy is a breach of the Terms.

1. You are the caller

When Dial Milo places or answers a call, or sends a message, for your account, it does so on your instructions and on your behalf. For the purposes of telecoms, marketing, consumer protection and data protection law you are the business making or instigating that communication, and you decide who is contacted, when, why and what is said. We provide the technology that carries out your instructions.

We do not review, approve or monitor the content, purpose, recipients or lawfulness of your communications in advance, and we have no obligation to do so. Any checks, limits, warnings or compliance settings we provide (for example AI disclosure, opt-out handling, calling hours, spend caps or do-not-call lists) are tools to help you; they do not make us responsible for your compliance, and you must not rely on them as your only safeguard.

2. Laws you must follow

You must comply with all laws, regulations, regulatory codes and industry rules that apply to your communications, in every country you call, message or receive calls from. Depending on where you and the people you contact are, these may include:

• Direct marketing and consent: the UK Privacy and Electronic Communications Regulations 2003 (PECR), the Telephone Preference Service and Corporate TPS, the EU ePrivacy rules and national laws implementing them (for example the Dutch Telecommunicatiewet and the Bel-me-niet Register), the US Telephone Consumer Protection Act, Telemarketing Sales Rule and National Do Not Call Registry, and state telemarketing laws;
• Nuisance and silent calls: Ofcom's policy on persistent misuse, including its rules on abandoned and silent calls, and equivalent rules elsewhere;
• Caller identification: rules on presenting a valid, dialable caller ID that you are authorised to use, including Ofcom's CLI guidelines and US Truth in Caller ID rules;
• Data protection: the UK GDPR, the EU GDPR and other privacy laws, including lawful basis, transparency and data subject rights for everyone you call or who calls you;
• Call recording and AI disclosure: rules on telling people that a call is recorded, transcribed or handled by an AI, and on obtaining any consent required;
• Sector rules: for example gambling regulation (including Gambling Commission licence conditions and codes of practice, the Dutch Kansspelautoriteit's rules, and advertising codes such as the CAP and BCAP Codes), financial promotion rules, debt collection rules, healthcare and legal services rules; and
• Consumer protection and advertising law, including rules on misleading claims, pressure selling, vulnerable consumers and the clear statement of offer terms.

If you are not sure whether a use is lawful, take your own legal advice before you start. We cannot give you legal advice.

3. Outbound calls and messages

If you use Dial Milo to call or message people (including campaigns, API or MCP launches, CRM or Customer.io triggers, and callbacks), you must:

• only contact people who have given the consent the law requires, or with whom you have another lawful basis, and keep records that prove it for every person you upload or trigger;
• screen numbers against the do-not-call registers that apply (for example the TPS and CTPS in the UK) unless you hold valid consent that overrides them, and keep your own suppression list;
• honour every opt-out or objection immediately, on any channel, and never upload or call a number that has opted out;
• only call within lawful and reasonable hours in the recipient's local time, and at a frequency that is not harassing;
• make sure every call clearly identifies your business and its purpose, and that the AI discloses it is an AI wherever the law or good practice requires;
• make sure any offer, price, bonus or promotion is described accurately, with its significant conditions, and is genuinely available;
• not contact children or, where your sector rules say so, people who have self-excluded or are known to be vulnerable; and
• only upload data you are entitled to use for the purpose of the call.

4. Phone numbers and caller ID

• Phone numbers provided through Dial Milo, in the UK, the US or any other country, are sub-allocated to you, as set out in Section 5A.3 of the Terms. While a number is sub-allocated to you, you are the end user responsible for it. You are solely responsible and liable for every call and message made from or to it, and for any complaint, investigation or penalty that results. The number remains allocated to us or our carriers, and you do not own it. You may not resell, sub-let or transfer it.
• You may only present as your caller ID a number we have provided to your account or a number you own or are authorised to use, and which we have verified. You must never spoof, hide or misrepresent the caller ID, or use a number to impersonate another person or business.
• Before we provide a number, and at any time afterwards, we may ask for information about you, your business, your intended use and your end customers, as our carriers and regulators require (for example under Ofcom's General Condition B1 and its guidance on preventing misuse of sub-allocated numbers). You must provide it promptly and keep it accurate. If the information is incomplete or false, or the number is used differently from what you told us, we may refuse, suspend or withdraw the number.
• Where a number is subject to a regulatory registration (for example address or identity requirements, or a US 10DLC messaging campaign), you must provide accurate information and only use the number within the registered purpose.

5. Prohibited uses

You must not use the Service, or configure any agent, script, campaign, knowledge base or integration, to:

• break any law or regulation, or help anyone else to do so;
• make unsolicited marketing calls or messages without the consent or lawful basis the law requires, or "robocall", spam or auto-dial lists that were bought, rented, scraped or otherwise obtained without that consent;
• defraud, phish, scam or deceive anyone, including impersonating a person, business, government body, bank, carrier or emergency service;
• harass, threaten, abuse, stalk or intimidate anyone, or call or message people persistently after they have asked you to stop;
• make silent or abandoned calls in breach of Ofcom's rules or similar rules elsewhere;
• collect payment card details, passwords, one-time codes or other credentials over the phone, unless you have our prior written agreement and a compliant setup;
• offer or promote gambling, financial products, prescription drugs, cannabis, weapons, adult content or other regulated goods or services without every licence and approval required in each place you contact;
• target or contact children;
• generate artificially inflated traffic, call premium-rate or high-cost numbers to generate revenue, or engage in any form of toll fraud or traffic pumping;
• interfere with emergency services or call them for any purpose other than a genuine emergency;
• record, transcribe or analyse calls without the notices and consents the law requires;
• infringe anyone's privacy, intellectual property or other rights; or
• breach the usage policies of our AI providers and carriers described in the Terms, test the Service for vulnerabilities without our written permission, or try to get around any limit, cap or safeguard we apply.

6. Our rights

We may, at our discretion and without liability to you:

• refuse to start, pause or stop any call, campaign, message or number;
• set or change limits on calling volume, concurrency, destinations, spend and calling hours;
• suspend or close your account, withhold or cancel numbers, and suspend API tokens;
• investigate suspected breaches, including by reviewing call records, recordings, transcripts and uploaded data; and
• report suspected unlawful activity to, and cooperate with, carriers, regulators (including Ofcom and the Information Commissioner's Office), law enforcement and other affected parties, and share your account and usage information with them where we reasonably believe it is necessary or lawful to do so.

We may take these steps where we reasonably suspect a breach of this Policy or the Terms, where a carrier, AI provider or regulator asks us to, or where we need to protect the Service, our carriers, the people you contact or ourselves. Where practical we will tell you, but we may act first. Taking action, or deciding not to, does not make us responsible for your communications.

7. Your responsibility and indemnity

You are solely responsible for your use of the Service and for the acts and omissions of everyone who uses your account. You will indemnify us, as set out in the Terms, for any claim, complaint, investigation, fine, penalty, carrier charge or other loss that arises from your communications or from a breach of this Policy, including any fine or charge imposed on us by a regulator or carrier because of traffic from your account.

8. Reporting misuse

If you believe Dial Milo is being used in breach of this Policy, including if you received an unwanted call or message from a number on our Service, email hello@dialmilo.com (subject: "Abuse report") with the number, the date and time, and what happened. We review every report.

9. Changes

We may update this Policy to reflect changes in law, carrier or AI provider requirements, or the Service. We will update the "Last Updated" date and notify you of material changes in line with the Terms.