Acceptable Use Policy

Last Updated: December 2024 | Version 1.0

1. Introduction

This Acceptable Use Policy ("AUP") governs your use of AIVA's AI-powered virtual assistant platform. This policy is incorporated into and forms part of our Terms of Service.

By using AIVA, you agree to comply with this AUP. Violation may result in suspension or termination of your account.

2. Permitted Use

AIVA is designed for legitimate business communication purposes, including:

• Answering customer inquiries
• Lead qualification and capture
• Appointment scheduling
• Customer service automation
• Business communications

You may use AIVA for any lawful business purpose consistent with these guidelines.

3. Prohibited Uses

3.1 Illegal Activities

You must not use AIVA to:

• Violate any applicable law, regulation, or legal obligation
• Engage in fraud, identity theft, or financial crimes
• Facilitate money laundering or terrorist financing
• Infringe intellectual property rights
• Engage in any criminal activity

3.2 Harmful or Deceptive Practices

You must not use AIVA to:

• Deceive, mislead, or defraud others
• Impersonate any person, business, or entity
• Create false urgency or pressure tactics
• Make false or misleading claims about products or services
• Engage in predatory or exploitative practices

3.3 Harassment and Abuse

You must not use AIVA to:

• Harass, threaten, or intimidate individuals
• Engage in stalking or unwanted contact
• Send abusive, offensive, or hateful content
• Discriminate based on protected characteristics
• Bully or demean others

3.4 Spam and Unsolicited Communications

You must not use AIVA to:

• Send bulk unsolicited messages (spam)
• Contact individuals who have opted out
• Make unsolicited telemarketing calls without consent
• Send SMS messages without proper opt-in

3.5 AI Disclosure Requirements

You must not use AIVA to:

• Conceal that callers are interacting with an AI
• Program the AI to claim it is human when asked
• Use AI to manipulate or deceive vulnerable individuals
• Create deepfakes or synthetic media for deception

3.6 Sensitive and Restricted Content

Medical/Health:

• Provide medical diagnoses or treatment advice
• Dispense prescription medications
• Offer mental health treatment (without proper disclaimers)

Legal:

• Provide legal advice (unless you are a licensed attorney)
• Represent individuals in legal proceedings

Financial:

• Provide personalized financial advice (without AFSL)
• Solicit investments (without proper licensing)
• Offer credit products (without ACL)

Emergency Services:

• Replace or interfere with emergency services (000)
• Handle life-threatening situations without human escalation

3.7 Other Prohibited Content

• Adult entertainment or explicit content
• Unlicensed gambling operations
• Sale or promotion of illegal weapons
• Instructions for dangerous materials

3.8 Technical Abuse

You must not:

• Attempt to hack, disrupt, or compromise AIVA systems
• Reverse engineer, decompile, or extract source code
• Circumvent security measures or access controls
• Introduce malware, viruses, or malicious code
• Scrape or harvest data from the platform
• Exceed reasonable usage limits or degrade service for others
• Resell or sublicense access without authorization

4. Industry-Specific Requirements

4.1 Healthcare

If you use AIVA for healthcare-related purposes:

• Comply with relevant health privacy legislation
• Include appropriate disclaimers about AI limitations
• Ensure human oversight for clinical matters
• Do not use for emergency triage

4.2 Financial Services

If you use AIVA for financial services:

• Comply with ASIC and APRA requirements
• Include required disclosures and warnings
• Do not provide personal financial advice without AFSL
• Maintain required records and audit trails

4.3 Legal Services

If you use AIVA for legal services:

• Comply with legal profession conduct rules
• Include disclaimers that AI is not a substitute for legal advice
• Ensure supervision by licensed practitioners
• Maintain client confidentiality

4.4 Real Estate

If you use AIVA for real estate:

• Comply with real estate licensing requirements
• Provide accurate property information
• Include required disclosures

5. Telecommunications Compliance

5.1 Do Not Call Register

Before making outbound calls, you must:

• Check numbers against the Do Not Call Register
• Honor opt-out requests within 5 business days
• Maintain records of consent and opt-outs

5.2 Spam Act Compliance

When sending SMS or email:

• Obtain consent before sending commercial messages
• Include clear identification of sender
• Include functional unsubscribe mechanism
• Honor unsubscribe requests promptly

5.3 Call Recording

If recording calls:

• Notify callers that calls may be recorded
• Comply with applicable recording laws
• Obtain consent where required
• Store recordings securely

6. Content Guidelines

6.1 Accuracy

• Ensure information provided by AIVA is accurate
• Do not program false or misleading statements
• Update information when it becomes outdated
• Include appropriate disclaimers for AI-generated content

6.2 Intellectual Property

• Only use content you have rights to
• Do not infringe trademarks or copyrights
• Respect third-party intellectual property

6.3 Privacy

• Respect customer privacy
• Do not collect unnecessary personal information
• Comply with privacy legislation
• Handle sensitive information appropriately

7. Reporting Violations

If you become aware of any violation of this AUP:

• Report it to abuse@aiva.help
• Provide details and evidence where possible
• We will investigate and take appropriate action

8. Enforcement

8.1 Investigation

We may investigate suspected violations and may:

• Review account activity and configurations
• Contact you for clarification
• Involve law enforcement if necessary

8.2 Actions We May Take

Severity	Action
Minor/First Offense	Warning and request to correct
Moderate	Temporary suspension
Severe	Immediate termination
Criminal	Report to law enforcement

8.3 No Liability

We are not liable for any damages resulting from enforcement actions taken in good faith compliance with this AUP.

9. Changes to This Policy

We may update this AUP at any time. Material changes will be communicated via email or through the Service. Continued use after changes constitutes acceptance.

10. Contact

For questions about this AUP, contact us:

AIVA PTY LTD
Email: legal@aiva.help
Website: https://aiva.help
ABN: 85 693 383 292

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