Acceptable Use Policy

Effective date: [DATE TO BE SET ON PUBLICATION]

This Acceptable Use Policy ("AUP") forms part of the Terms of Service. It applies to all traffic sent through CloudyVoice.

The reason this policy exists is practical as well as ethical. Non-compliant traffic causes carrier-level blocking of shared routes, which degrades service for every legitimate customer using them. Enforcing this policy protects your service quality as much as anyone else's.

1. Your core obligations

You must:

1. Comply with all laws applicable in the originating jurisdiction, in your own jurisdiction, and in each destination you call.
2. Present accurate caller identification using numbers you legitimately control.
3. Scrub against applicable do-not-call registries at the required frequency, and retain evidence.
4. Honour opt-out and do-not-call requests immediately and permanently.
5. Call only within legally permitted hours in the called party's local time.
6. Hold a lawful basis and any required consent for every number you dial.
7. Keep abandoned call rates within applicable regulatory limits.
8. Identify yourself and the company you represent promptly on each call.
9. Comply with recording consent requirements in every relevant jurisdiction.
10. Secure your systems against unauthorised use.

2. Prohibited traffic

The following are prohibited without exception.

Fraud and deception

• Impersonating a government agency, tax authority, law enforcement, court, or regulator
• Impersonating a bank, payment provider, or financial institution
• Impersonating a delivery company, utility, or telecommunications provider
• Technical support scams, including false claims of malware or account compromise
• Advance-fee fraud, lottery or prize scams, or fake debt collection
• Romance, investment, or cryptocurrency fraud
• Any campaign whose purpose is to obtain money or credentials by deception

Caller ID abuse

• Presenting a number you do not legitimately control
• Neighbour spoofing — presenting a number matched to the called party's area code that is not yours
• Presenting a number that cannot receive return calls
• Any caller ID manipulation intended to mislead the called party about who is calling

Regulatory breaches

• Calling numbers registered on an applicable do-not-call registry without a valid exemption
• Calling numbers that have opted out of contact with you
• Calling outside legally permitted hours in the destination
• Exceeding applicable abandoned call rate limits
• Recording without required consent
• Sending traffic without the consent required in the destination jurisdiction

Network abuse

• Traffic pumping, access stimulation, or artificial inflation of traffic
• Robocalling without consent where consent is required
• Wangiri (one-ring) fraud or any scheme inducing callbacks to premium numbers
• Deliberate route or SIM box arbitrage in breach of carrier terms or local law
• Attempts to circumvent our rating, routing, or fraud controls
• Any activity degrading network integrity or that of our upstream carriers

Other prohibited categories

• Harassment, threats, or abusive contact
• Calls promoting unlawful goods or services in the destination jurisdiction
• Traffic on behalf of a third party you have not identified to us on request
• Any use CloudyVoice is prohibited from carrying by an upstream carrier or regulator

3. Traffic requiring prior approval

Some traffic is not prohibited but requires disclosure and approval before activation:

• High-volume automated outbound dialing
• Political campaign calling
• Debt collection
• Any campaign in a regulated vertical — finance, insurance, healthcare, energy
• Traffic on behalf of a third-party client
• Survey and market research at scale
• Any traffic to a destination flagged as high-risk on your account

Disclose these at traffic review. Undisclosed traffic in these categories is treated as a breach.

4. Security expectations

You are responsible for traffic sent using your credentials, whether or not you authorised it. We expect you to:

• Use strong, unique SIP secrets and rotate them if exposure is suspected
• Restrict SIP access by source IP wherever possible
• Keep your PBX, dialer, and operating system patched
• Never expose an unauthenticated SIP port to the public internet
• Monitor for unexpected call patterns
• Report suspected compromise immediately to support@cloudyvoice.com

Prepaid billing caps your exposure to available balance, but that balance is still your money.

5. Monitoring and enforcement

5.1 We may monitor traffic patterns for fraud, abuse, and regulatory compliance. We do not monitor call content.

5.2 Where we identify a suspected breach we may, depending on severity:

5.3 Where an upstream carrier or regulator requires immediate action, we may act without prior notice. We will inform you as soon as reasonably practicable.

5.4 Termination for breach of this AUP does not entitle you to a refund of unused balance where the breach involved fraudulent or unlawful traffic. See the Refund Policy.

6. Reporting abuse

To report suspected abuse of our network, unwanted calls originating from it, or fraudulent use of the CloudyVoice name:

abuse@cloudyvoice.com

Include the calling number, the number called, the date and time with time zone, and any recording or message content. We investigate every report and respond to legitimate complaints.

7. Changes

We may update this AUP to reflect legal, regulatory, or carrier requirements. Material changes will be notified through the account portal or by email.

8. Contact

Questions about this policy: support@cloudyvoice.com Traffic review and approval: sales@cloudyvoice.com Abuse reports: abuse@cloudyvoice.com