Acceptable Use Policy

1.Scope of this policy

This Acceptable Use Policy (the "Policy") sets out the rules for using Syntra's website, platform, applications and AI-powered services (the "Services"), including the AI Agent that makes and answers calls, sends messages (by SMS, email, WhatsApp or chat), takes bookings and handles enquiries on your behalf. It applies to everyone who accesses or uses the Services - you as the Customer, your authorised users, and anyone acting through your Account, and to all content, prompts, scripts and communications you send, generate or direct through the Services.

This Policy is part of, and is incorporated into, our Terms of Service. Capitalised terms have the meaning given in those Terms. If you use the Services in a way this Policy prohibits, you are in breach of the Terms, and we may act under the Enforcement section below. You are responsible for ensuring that your users and your End Users' interactions with the Services comply with this Policy.

2.Prohibited content & conduct

You must not use the Services, and must not permit anyone to use them, to create, upload, store, transmit or promote any content or activity that:

• Is unlawful - breaks any applicable law or regulation, or facilitates any illegal activity;
• Infringes rights - infringes the intellectual property, publicity, privacy, contractual or other rights of any person, or discloses another person's confidential or personal information without authority;
• Is harmful or abusive - is harassing, threatening, bullying, defamatory, hateful, or promotes violence, self-harm, discrimination or the exploitation or endangerment of others, in particular children;
• Is obscene or offensive - is sexually explicit, obscene, or otherwise inappropriate for the business context in which the Services are provided;
• Is deceptive or fraudulent - is false, misleading or intended to defraud, including phishing, scams, pyramid or Ponzi schemes, impersonation of a person or organisation, or the deliberate spreading of misinformation;
• Endangers safety - provides instructions for, or promotes, dangerous, illegal or high-risk activities, weapons, or the sale of regulated or prohibited goods and services.

You are responsible for the accuracy, quality and legality of all content you supply to, or generate through, the Services, and for the conduct of everyone acting under your Account.

3.Communications, messaging & consent

Because the AI Agent contacts your End Users on your behalf, you carry particular responsibility for how those communications are conducted. You direct how the AI Agent behaves, and you are responsible for its communications as though you had made them yourself. You must:

• Have consent and a lawful basis - only contact End Users where you hold the consent, permission and lawful basis required to reach them through the channel you are using (call, SMS, email, WhatsApp or chat), and keep records that demonstrate it;
• Honour opt-outs - promptly action every opt-out, unsubscribe, stop and do-not-contact request, maintain and respect suppression and do-not-call lists, and never re-contact a person who has asked you to stop;
• Not send spam - not send unsolicited, bulk, deceptive or unlawful marketing, and clearly identify yourself as the sender, the purpose of the message and a valid way to opt out;
• Comply with communications laws - comply with all laws that apply to your communications, including marketing, telemarketing, electronic-messaging, anti-spam, cold-calling and consumer-protection laws, and any calling-time, sender-registration, caller-ID and disclosure requirements that apply to you;
• Give recording notices and obtain recording consent - where a call is recorded or monitored, give any notice and obtain any consent required to record or monitor it in every jurisdiction involved, before the recording begins;
• Provide accurate content - ensure the scripts, prompts, offers, pricing and other content the AI Agent relies on are accurate, current and not misleading.

You are solely responsible for determining which laws apply to your communications and for meeting their requirements. We provide the tools; the decision of who to contact, when and with what message is yours.

4.Responsible use of the AI Agent

The AI Agent is powerful, and you must use it responsibly and transparently. You must not:

• Deceptively impersonate a person - use the AI Agent to impersonate a specific real individual, or to hide that a communication is AI-assisted where disclosure is required or where a reasonable person would be misled about who or what they are dealing with;
• Fully automate high-risk decisions - rely on the AI Agent to make final decisions with legal or similarly significant effects - including in legal, medical, financial, insurance, employment, housing or credit matters - without meaningful human review before the decision takes effect;
• Use it for emergencies or life-safety - rely on the AI Agent for emergency, crisis, medical or other life-safety communications where a failure, delay or error could result in harm. The Services are not a substitute for emergency services or for a qualified human where one is required.

Please see our Responsible AI page for how we approach AI and the safeguards we expect you to apply. You remain responsible for reviewing and verifying AI-generated output before you rely on it, send it to an End User or publish it.

5.Security & integrity

You must respect the security and integrity of the Services and the systems and networks they depend on. You must not, and must not attempt to, or permit anyone to:

• Gain unauthorised access to the Services, another customer's account or data, or any related system, network or infrastructure;
• Probe, scan, penetration-test or otherwise test the vulnerability of the Services without our prior written permission;
• Scrape, harvest or extract data from the Services by automated means except through interfaces we provide and permit;
• Introduce or transmit malware, viruses, worms or other harmful code, or interfere with, overload, degrade or disrupt the Services;
• Circumvent, disable or defeat any authentication, security, usage-limit, rate-limit or access-control measure;
• Reverse engineer, decompile or disassemble the Services, or attempt to extract their source code or underlying models, except to the extent this restriction is prohibited by law.

6.Fair use & resource limits

The Services are shared, and you must use them fairly. You must not place an abusive, excessive or automated load on the Services, evade or artificially inflate usage-based limits, or use scripts or bots to generate activity in a way that degrades the Services for others. You must stay within the usage, volume and concurrency limits of your plan, and you must not resell, sublicense, share or provide access to the Services to third parties beyond what your plan expressly permits.

7.Enforcement

We do not routinely monitor content, but we may investigate suspected breaches of this Policy and cooperate with law-enforcement and regulatory authorities. Where we reasonably believe this Policy has been or is likely to be breached, we may, with or without notice depending on the severity and the risk involved:

• Investigate the suspected breach and request information from you;
• Remove, disable access to or restrict the relevant content or configuration;
• Throttle, rate-limit or restrict access to affected features;
• Suspend or terminate your Account or your access to the Services, in whole or in part;
• Report activity to the relevant authorities and take any other action permitted by law or the Terms.

Where the breach creates a security, legal or safety risk, or is required by law, we may act immediately. We are not liable to you for action taken in good faith to enforce this Policy.

8.Reporting abuse

If you become aware of any content or activity that breaches this Policy, or of a security vulnerability affecting the Services, please tell us promptly at hello@syntra.ai. Include enough detail for us to identify and assess the issue - such as the content or account involved, what happened and when. We take reports seriously and will investigate as appropriate. Please do not attempt to test or exploit a suspected vulnerability yourself.

9.Changes to this policy

We may update this Policy from time to time to reflect changes in the Services, in applicable law or in acceptable practice. If we make material changes, we will provide reasonable notice, such as by posting the updated Policy with a new "last updated" date or by notifying you through the Services. Your continued use of the Services after the changes take effect constitutes acceptance of the updated Policy. This Policy should be read together with our Terms of Service and our Responsible AI page.