← Back to Home

Acceptable Use Policy

Last updated: August 13, 2026

1. Purpose

This Acceptable Use Policy ("AUP") sets forth the rules and guidelines for using CallBackOrElse. By using the Service, you agree to comply with this AUP in addition to our Terms of Service.

2. Prohibited Activities

You may not use the Service to:

2.1 Unlawful Conduct

  • Violate any federal, state, or local law or regulation
  • Send messages or make calls in violation of the TCPA, CAN-SPAM Act, or applicable telemarketing laws
  • Engage in fraud, deception, or misleading business practices
  • Facilitate or promote illegal activity

2.2 Messaging and Calling Abuse

  • Send unsolicited bulk messages (spam)
  • Send messages to individuals who have not opted in
  • Ignore or fail to process opt-out requests
  • Use shared short codes or numbers for unauthorized purposes
  • Send messages with misleading sender identification
  • Initiate outbound calls or deliver voicemail (including ringless voicemail) using artificial, prerecorded, or AI-generated voice to any recipient without the legally required prior express consent (prior express written consent for marketing)
  • Initiate any call or message before 8:00 a.m. or after 8:00 p.m. in the recipient's local time zone. Federal law permits messaging until 9:00 p.m., but CallBackOrElse automatically enforces a stricter 8:00 p.m. cutoff, per recipient time zone, to cover narrower state windows (for example, Florida permits solicitation calls only between 8:00 a.m. and 8:00 p.m.)
  • Use purchased, rented, scraped, or harvested contact lists with the Service

You represent and warrant that, for every recipient of any message, call, or voicemail sent through the Service, you have obtained and maintain records of the legally required consent, including prior express written consent where required for marketing messages or calls using artificial, prerecorded, or AI-generated voice.

2.3 Carrier and Aggregator Policy Flow-Down

Voice and SMS traffic delivered through the Service traverses third-party telephony carriers and aggregators. Their policies flow down to you and govern how you may use the Service. You are responsible for complying with, and you are solely liable for any violation of, all applicable carrier and aggregator policies, including but not limited to:

  • The CTIA Messaging Principles and Best Practices and the CTIA Short Code Monitoring Handbook, as updated from time to time
  • The 10DLC Campaign Vetting and Brand Registration requirements administered by The Campaign Registry (TCR), including accurate brand identity, accurate use-case and opt-in flow attestations, and accurate sample-message disclosure
  • The acceptable-use, content, throughput, and number-reputation policies of Verizon, AT&T, T-Mobile, and any other terminating carrier through which your traffic traverses
  • The acceptable-use policies of our SMS and voice subprocessors (currently SignalHouse, and Telnyx for callback-only voice routing), as updated by those providers from time to time
  • Any successor or replacement registry, carrier policy, or aggregator policy applicable to A2P 10DLC, toll-free messaging, short code messaging, or voice traffic

Carriers and aggregators may filter, block, throttle, suspend, or terminate individual messages, phone numbers, or campaigns at any time, with or without notice, for any reason or no reason. CallBackOrElse has no control over, and accepts no liability for, those actions. We reserve the right to suspend, throttle, or terminate your account or specific phone numbers in order to comply with a carrier or aggregator request, complaint, or policy change, and to pass through to you any carrier or aggregator fees, fines, or charges arising from your use of the Service.

2.4 Do Not Call Registry Compliance

If you use the Service for outbound calls or SMS campaigns (including storm mode surge blasts), you are responsible for scrubbing your contact lists against the National Do Not Call Registry and any applicable state Do Not Call registry at least every 31 days and honoring individual do-not-call requests. Failure to comply with Do Not Call requirements is a violation of this AUP and may subject you to penalties currently up to $53,088 per call or text to a registered number, as adjusted annually by the FTC.

2.5 System Abuse

  • Attempt to circumvent rate limits, quotas, or security controls
  • Use automated tools to scrape, crawl, or interfere with the Service
  • Attempt unauthorized access to any part of the Service or its infrastructure
  • Upload malicious code, viruses, or harmful content
  • Interfere with other users' access to the Service

2.6 Content Restrictions

  • Send messages containing hate speech, threats, or harassment
  • Distribute content that promotes violence or discrimination
  • Send messages containing adult or explicit content
  • Impersonate another person, business, or entity
  • Send messages involving carrier-restricted content categories, including sex/adult content, hate speech, alcohol, firearms, tobacco or vape products, cannabis/CBD, illegal substances, gambling, or high-risk financial content (payday loans, debt relief), except where expressly permitted by carrier policy with required age-gating

3. AI Receptionist Guidelines

  • Do not instruct the AI to misrepresent itself as a human
  • Do not modify, remove, paraphrase, or override the mandatory pre-call disclosure that identifies the AI and notifies the caller that the call is being recorded. The disclosure must remain the first sentence on every AI-handled call.
  • Do not use the AI to collect sensitive information (SSN, credit card numbers, medical records) without appropriate legal basis
  • Do not configure the AI to make false claims about your business or services
  • Do not configure the AI to solicit, induce, or knowingly engage with persons under 13 years of age (see Privacy Policy, Section 10)
  • Ensure call recording disclosures comply with your jurisdiction's requirements

3A. Prohibited Manipulation of the AI System

The CallBackOrElse AI receptionist runs against system prompts, tool definitions, and safety guardrails configured by us and, in some cases, by you within parameters we allow. The following activities are prohibited regardless of who attempts them — the account owner, an authorized member, an unauthorized third party, or a caller — and you agree not to attempt them and to use commercially reasonable efforts to prevent others from attempting them through your account:

  • Prompt injection. Embedding instructions in caller speech, contact records, custom prompt fields, message templates, FSM job notes, or any other input with the intent of overriding the system prompt, extracting the system prompt, changing the AI's role, or bypassing safety guardrails.
  • Jailbreaking and guardrail evasion. Any technique, framing, roleplay, hypothetical, or multi-turn manipulation intended to cause the AI to produce output that violates this AUP, the Terms of Service, applicable law, or the ElevenLabs and OpenAI usage policies.
  • System-prompt or configuration extraction. Attempting to cause the AI to disclose the verbatim contents of its system prompt, tool schemas, authentication tokens, internal instructions, vendor identifiers, or any other non-public configuration.
  • Cross-tenant data extraction. Any attempt to use the AI, the dashboard, the API, or any tool-call to read, infer, or exfiltrate data belonging to another CallBackOrElse customer.
  • Disabling or stripping safety output. Configuring the AI in a way designed to remove emergency referrals (e.g., 911 redirection for life-safety calls), suppress the recording-and-AI disclosure, or defeat any other guardrail required by these Terms or by applicable law.

We use upstream provider safety features (including ElevenLabs guardrails and OpenAI's safety stack) and internal controls to detect these activities, and we reserve the right to suspend accounts, refuse calls, or notify upstream providers and carriers when we detect them. Detection of these activities is an active area of investment; you should not assume the absence of an immediate response means the activity is undetected or permitted.

4. Enforcement

Violations of this AUP may result in:

  • Warning notification via email
  • Temporary suspension of messaging capabilities
  • Permanent suspension of your account
  • Reporting to relevant authorities

We reserve the right to take enforcement action at our sole discretion, with or without prior notice.

5. Reporting Violations

If you believe a CallBackOrElse user is violating this AUP, please report it to: support@callbackorelse.com

6. Changes

We may update this AUP from time to time. Material changes will be communicated via email.