Acceptable Use Policy

Last updated: 14 April 2026

This Acceptable Use Policy ("AUP") forms part of the Terms of Service for ContactReplyAI ("CRAI"). It tells you what you may and may not use the Service for. Breach of this AUP is a material breach of the Agreement and entitles us to suspend or terminate your account immediately.

1. Who This Service Is For

The Service is designed for Australian small-to-medium service businesses (tradies, home services, local service providers) responding to inbound customer enquiries. It is offered exclusively to Customers with a registered business address in Australia.

2. Prohibited Verticals

You may not use the Service in connection with the following activities. Each of these is prohibited because the industry is regulated in Australia under laws that require human professional involvement, licensed-person sign-off, or strict communication constraints that the Service is not designed to satisfy:

  • Licensed medical, dental, or psychological advice — regulated under Ahpra; use for appointment booking is OK if no clinical advice is offered; use for triage, diagnosis, or treatment recommendations is not.
  • Therapeutic goods advertising — regulated under the Therapeutic Goods Act 1989 (TGA). The Service must not be used to advertise or recommend medicines, medical devices, supplements, or health products.
  • Legal advice — regulated under state Legal Profession Acts. Bookings and logistics are OK; substantive legal advice is not.
  • Financial product advice — regulated under the Corporations Act 2001 (ASIC).
  • Credit activities — regulated under the National Consumer Credit Protection Act 2009 (NCCP). No automated replies quoting loan terms, rates, or pre-approvals.
  • Debt collection — subject to the ACCC / ASIC Debt Collection Guideline's time-of-day and frequency caps that the Service does not enforce.
  • Residential tenancy / real estate agency communications — regulated under state Residential Tenancies Acts and real estate agent licensing; automated tenant communications can breach these.
  • Regulated product sales — firearms, tobacco, alcohol (without appropriate licence), gambling.
  • Adult services — pornography, escorts, adult content.
  • Energy / telecommunications retail under industry-specific complaint-handling codes (ACMA TCP Code, AER / state energy retail codes) that impose SLAs the Service does not meet.

CRAI is not a Designated Complaints Handling Body for any regulated industry and does not satisfy industry-specific complaints-response SLAs (for example ACMA TCP Code timeframes, Energy Retail Code, or TIO processes). If your business is subject to such obligations, you must not use the Service to handle complaints.

3. Prohibited Content

You may not use the Service to send, store, or process:

  • Unsolicited commercial electronic messages (spam) — the Service is for inbound-triggered replies only.
  • Harassment, threats, defamation, or intimidation of any person.
  • Discriminatory content based on race, religion, gender, sexuality, disability, or other protected characteristics.
  • Knowingly false or misleading statements about your business, pricing, services, or credentials.
  • Content that infringes the intellectual property, privacy, or publicity rights of any person.
  • Child sexual abuse material (CSAM), non-consensual intimate imagery (NCII), or any content illegal under Australian law.
  • Malware, phishing links, or links to malicious or deceptive destinations.

4. Sender Identity Warranty

You warrant that any sender name configured for outbound replies refers to either (a) you personally, (b) your registered business name, or (c) a person actually employed by or associated with you who has consented to the use. You must not configure sender names that are fictitious or likely to mislead recipients about the sender's identity.

You also warrant that any profile photo, business logo, or other image you upload to the Service depicts (a) you, (b) your business, or (c) a subject for which you hold a commercial licence or explicit written consent from every identifiable person shown. The Service does not support uploads of photographs depicting human faces; only business logos in PNG/JPEG/WEBP format up to 2MB are permitted for upload.

A breach of the warranties in this Clause 4 is a breach of the Acceptable Use Policy for the purposes of Clause 12(c) of the Terms of Service, and triggers your indemnity obligation to CRAI under that clause.

5. Prohibited Actions

  • You must not attempt to bypass the content filter, extract the system prompt, or otherwise subvert the Service's safety controls.
  • You must not impersonate CRAI or any other person or business when interacting with your customers via the Service.
  • You must not use the Service to send outbound messages outside the inbound-reply context (no bulk send, no marketing blasts).
  • You must not configure templates containing URLs to third-party domains except your own verified business domains.
  • You must not exceed reasonable volume limits (the Service applies a per-tenant cap of outbound messages per inbound message).

6. Opt-Out Handling

The Service automatically detects and honours STOP / UNSUBSCRIBE / CANCEL keywords from your customers and records the opt-out against your tenant. You must not attempt to bypass, override, or send further outbound messages to any contact that has opted out. Opt-out records are retained indefinitely to satisfy Spam Act 2003 s18 obligations.

7. Enforcement and Takedown

  • First breach: written warning via email, with a cure period if the breach is minor.
  • Repeated or material breach: immediate account suspension pending review. No refund for mid-period termination due to breach.
  • Third-party complaint received by CRAI (for example, defamation or infringement notice under your account): we will act within 24 hours — typically by suspending further replies on the affected conversation — pending your response. This supports innocent-dissemination defences under Australian defamation law.
  • Serious illegality (CSAM, fraud, threats to life): immediate termination plus report to the appropriate authority (eSafety Commissioner, Australian Federal Police, ACCC, or other relevant regulator).

8. Changes to This Policy

We may update this AUP from time to time. Material changes will be notified by email with 30 days' notice. Your continued use of the Service after notice constitutes acceptance of the updated AUP.

9. Contact

Questions about this AUP: