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Acceptable Use Policy

What handlo.ai may and may not be used for, and how to report abuse.

Last updated: August 1, 2026Effective: September 1, 2026

Handlo AI, Inc. · Last Updated: August 1, 2026 · Effective Date: September 1, 2026

1. Purpose and Scope

This Acceptable Use Policy ("AUP") describes what you may and may not do with the Handlo service. It applies to everyone who uses Handlo — account holders, their team members, and anyone acting on their behalf — and it forms part of our Terms of Use. Capitalized terms not defined here have the meaning given in the Terms.

Handlo answers inbound calls for businesses. The account holder configures the AI agent: what it says, what it asks for, and who it presents itself as. This policy restricts activities, not customers. Nothing here turns on who you are, where you are from, or what you believe. Every rule below describes something a business does, or configures its agent to do.

Where this policy and the Terms of Use overlap, both apply. Where this policy is stricter, this policy governs.

2. Your Responsibilities

You are responsible for how your agent is configured and for everything it says on your behalf. In particular, you must:

  • Configure the agent to identify your own business — the business that holds the account — and no one else.
  • Provide the disclosures your jurisdiction requires, including any requirement to tell callers they are speaking with an automated system, and any requirement to disclose call recording and obtain consent.
  • Keep the knowledge base to your own business information. Material you upload or have us crawl must be yours to use, and must not be a collection of other people's personal data.
  • Comply with the law that applies to you, including telecommunications, consumer-protection, privacy and financial regulation in every jurisdiction you take calls from.

We may investigate suspected violations of this policy, including by reviewing account configuration, uploaded content, and call records, in line with our Privacy Policy and Data Processing Addendum. We use both automated and human review.

3. Prohibited Activities

You must not use Handlo, or configure a Handlo agent, to do any of the following. These are prohibited everywhere, regardless of local licensing.

3.1 Impersonation and Deceptive Identity

  • Present the agent as a bank, card issuer, payment provider, or the fraud or security department of any of them, when your business is not that institution.
  • Present the agent as a government agency, tax authority, law-enforcement body, immigration authority, or court.
  • Present the agent as any other named company, brand, or individual in a way likely to mislead a caller about who they have reached.
  • Present the agent as a specific human being, or deny that it is an automated system when asked.

Answering openly on behalf of a business you are authorized to represent — an agency, a franchise, a parent brand — is not impersonation. Presenting your agent as an organization you are not is.

3.2 Soliciting Credentials, Passcodes and Payment Data

  • Ask callers for passwords, PINs, one-time passcodes, two-factor authentication codes, security answers, or account-recovery details.
  • Ask callers for full payment card numbers, card security codes, online banking credentials, cryptocurrency seed phrases or private keys, or wire-transfer instructions, other than as part of an ordinary, disclosed payment for your own goods or services.
  • Use a phone number provisioned through Handlo in any message, email, advertisement or listing that invites people to call about a matter you have fabricated — for example a payment that was never made, a delivery that does not exist, or a security alert you invented.

3.3 Fraud and Unlawful Transactions

  • Take orders for, arrange supply of, or broker the sale of controlled substances, prescription medicines without a valid prescription, weapons or weapon components, stolen goods, counterfeit goods, or forged documents.
  • Operate any scheme whose purpose is to obtain money, goods, or information from callers by deception.
  • Evade sanctions, export controls, or any legal restriction on who you may transact with.

3.4 Other People's Personal Data

  • Load a Handlo agent with bulk personal data about people who are not your own customers, staff, or contacts — particularly lists that combine names and contact details with payment card, bank, or government identifiers.
  • Use Handlo to enrich, verify, resell, or otherwise process a third-party data set that you did not lawfully collect.

Your own customer records, staff directory, and membership list are, of course, exactly what the knowledge base is for.

3.5 Telephony Abuse

  • Use Handlo numbers in unsolicited calling or messaging campaigns, or in any campaign that does not honour opt-out requests.
  • Spoof or falsify caller identification, or take any step to defeat call-authentication systems.
  • Configure an agent to handle emergency calls, or present a Handlo number as an emergency line. The agent cannot recognise or respond to an emergency.

3.6 Interference and Security

  • Probe, scan, or test the security of the service, or attempt to bypass any authentication, rate limit, quota, or usage control.
  • Transmit malware or any code intended to disrupt or gain unauthorized access to a system.
  • Resell, sublicense, or white-label the service without a written agreement with us.

3.7 Child Safety

  • Upload, store, or transmit material that sexually exploits or abuses a child, or use an agent to arrange, solicit, or facilitate any such exploitation.
  • Use an agent to solicit, groom, or arrange contact with a minor for a sexual purpose.

We report apparent child sexual abuse material to the National Center for Missing and Exploited Children as required by law, and preserve the associated records. We may do so without notifying you, and we will terminate the account.

3.8 Harassment, Threats and Intimidation

  • Direct repeated, unwanted calls at a person, or configure an agent to continue contacting someone who has asked you to stop.
  • Threaten violence against a person, or use an agent to intimidate, stalk, or menace.
  • Use an agent to abuse, degrade, or demean a caller on the basis of who they are.

Ordinary firm collections, complaints handling, and disputes are not harassment. Pressure that a reasonable person would experience as threatening is.

3.9 Violence and Incitement

  • Use an agent to incite, promote, or facilitate violence against any person or group.
  • Recruit for, finance, or provide support to a terrorist or violent extremist organization.

3.10 Other People's Intellectual Property

  • Configure an agent to represent itself as, or trade on, a brand you do not own or are not authorized to use.
  • Upload material to the knowledge base that you do not have the right to use.

4. Restricted Activities

The following are lawful in many places and are still outside what Handlo supports. We do not serve them, and we will not knowingly onboard a business whose agent's own function is one of them.

This is a function-based restriction. What matters is the job the agent does, not the industry the business is in:

  • Wagering. An agent must not accept, quote, place, or settle bets, or service betting, casino, or lottery accounts. A receptionist that books a table at a restaurant inside a casino resort, or takes a room reservation at a hotel that happens to have a gaming floor, is doing an ordinary hospitality job and is not restricted.
  • Adult services. An agent must not book, broker, or sell adult or sexual services, or escort bookings.

If you operate a restricted business and did not realise this policy applied, contact us. This is treated as a mismatch between your business and our service, not as abuse: we will give you notice, refund the unused portion of your current billing period, and help you close your account in an orderly way. See §6.3.

5. High-Risk and Regulated Uses

Some uses are not prohibited but are unsuitable for Handlo, and you take them on at your own risk. Section 9 of the Terms of Use governs these in full. In summary:

  • Healthcare. Handlo is not HIPAA-compliant, does not offer Business Associate Agreements, and must not be used to process Protected Health Information.
  • Financial services. If you are subject to FDCPA, GLBA, or equivalent regulation, compliance is yours to ensure; we provide no sector-specific compliance tooling.
  • Legal services. If calls may involve legal advice or privileged communication, you are responsible for your professional-conduct obligations.
  • Emergencies and safety-critical calls. Never route calls that may involve risk to life through an AI agent.

6. How We Enforce This Policy

6.1 What We May Do

Depending on what we find and how serious it is, we may:

  • ask you for information or clarification about your configuration;
  • restrict your account, so that existing numbers keep answering but no new numbers or agents can be created;
  • suspend the account, so that inbound calls stop being answered;
  • take phone numbers out of service without releasing them, so that a number used in a deceptive campaign is not reassigned to another customer;
  • terminate the account; and
  • report the matter to a carrier, a payment provider, or law enforcement where we are required to, or where we believe people are being harmed.

We generally act in proportion, and we generally speak to you first. We may act immediately and without prior notice where a delay would allow ongoing harm to callers — for example a live impersonation campaign.

6.2 Appeals

If your account is restricted, suspended, or terminated under this policy and you believe we have it wrong, write to support@handlo.ai with the subject line "Appeal", your account email, and your account of what happened. A person will review it. Suspension does not delete your data: your content stays available for export as described in Section 16.3 of the Terms.

6.3 Restricted-but-Lawful Businesses

Where the only issue is that your business's function falls under §4 — and there is no deception, fraud, or unlawful activity — we will not treat you as an abuser. You will get written notice, a refund of the unused portion of your current billing period, a reasonable window to export your data and move your number, and an orderly account closure.

7. Reporting Abuse

If you have received a call from a Handlo-powered number that you believe breaches this policy — an impersonation attempt, a request for a passcode or card number, a fraudulent claim — please tell us.

Email: support@handlo.ai — put "Abuse report" in the subject line.

Include as much of the following as you have:

  • the number that called you, and the number it called;
  • the date and time of the call, with your time zone;
  • what the caller said, and what it asked you for; and
  • any message, email, or listing that told you to call the number.

We acknowledge reports to this address within one business day, and we aim to identify the responsible account within 24 hours of a complete report. We also accept and respond to traceback requests from carriers, regulators, and recognised industry bodies.

If you believe you have lost money, contact your bank or card issuer first — they can act faster than we can on a payment. If you are in immediate danger, contact your local emergency services.

Reports made in good faith are welcome even if it turns out nothing was wrong. We do not disclose the outcome of an investigation into a specific account, because doing so would tell a bad actor exactly what we detected.

8. Changes to This Policy

We may update this policy as the service changes and as new forms of abuse appear. We will post the updated version here with a new effective date, and we will give notice of material changes as described in Section 2 of the Terms of Use. Continuing to use the service after a change takes effect means you accept it.

9. Contact

Handlo AI, Inc. 131 Continental Drive, Suite 305 Newark, DE 19713 USA

Report abuse, or appeal an enforcement decision: support@handlo.ai Legal: legal@handlo.ai