Acceptable Use Policy

1.0 Purpose#

1.1 This policy sets out what you may and may not do with the BrookBytes platform.

1.2 It exists for three reasons: to keep the service available for every customer, to keep BrookBytes and its customers within the law, and to protect our access to the third-party messaging platforms the service depends on.

1.3 This policy forms part of the Master Service Agreement and is referred to at clause 4 of that agreement.

2.0 Who it applies to#

2.1 It applies to you as our customer, and to every Authorised User you permit to use the service — employees, contractors and agents alike.

2.2 You are responsible for what your Authorised Users do. If they breach this policy, you have breached it.

3.0 General conduct#

3.1 You shall use the service only for lawful business purposes and in accordance with the Master Service Agreement.

3.2 You shall not use the service to:

(a) break any law of India or of any country where you or your end-customers are located; (b) send, store or transmit material that is unlawful, defamatory, obscene, harassing, or that infringes another person's intellectual property; (c) impersonate any person or misrepresent your affiliation with any person or organisation; (d) transmit malware, or anything designed to disrupt or damage software, hardware or communications equipment; (e) collect or harvest personal data other than for your own legitimate business purposes; or (f) engage in fraud, phishing, or deceptive practice of any kind.

4.0 Technical conduct#

4.1 You shall not:

(a) attempt to gain unauthorised access to the service, to another customer's account, or to any underlying system; (b) probe, scan or test the vulnerability of the service without our prior written consent; (c) circumvent or attempt to circumvent authentication, rate limits, plan limits, usage metering or access controls; (d) reverse engineer, decompile or disassemble the service; (e) use automated means to access the service in a manner that places an unreasonable load on it; or (f) resell, sublicense or make the service available to any third party who is not an Authorised User.

4.2 Responsible disclosure is welcome. If you discover a security vulnerability, report it to us privately and we will not treat a good-faith report as a breach of clause 4.1(b). Do not test against other customers' data, and do not publish before we have had a reasonable opportunity to fix it.

5.0 Messaging conduct#

This section matters most. A breach here can affect every BrookBytes customer, not only you.

5.1 When you send messages through the service, you shall:

(a) hold a valid opt-in from each recipient, where the applicable platform or law requires one; (b) honour every opt-out request promptly, and never message a person who has opted out; (c) identify yourself clearly as the sender; (d) comply with the terms and policies of the messaging platform you are using; and (e) comply with Indian commercial-communication rules, including registration requirements where they apply to you.

5.2 You shall not:

(a) send unsolicited bulk or commercial messages; (b) purchase, rent or scrape contact lists and message them; (c) send messages designed to evade a platform's spam or quality filters; or (d) use the service for messages of a kind the platform prohibits.

5.3 A messaging platform may suspend an account, or an integration, for poor message quality. Where your conduct puts the service or another customer's access at risk, we may suspend you immediately under section 7. This is not a penalty; it is containment.

6.0 Fair use of resources#

6.1 Your plan includes stated limits on agents, inboxes, message volume and AI usage. We may enforce those limits technically.

6.2 Where your usage materially exceeds the reasonable expectation for your plan, or degrades the service for others, we will contact you to discuss an appropriate plan before taking any restrictive action — except where the impact is immediate, in which case we may throttle first and explain immediately afterwards.

6.3 AI-assisted features are metered. Attempting to circumvent that metering is a breach of clause 4.1(c).

7.0 Enforcement#

7.1 Where we reasonably believe this policy has been breached, we may, in proportion to the breach:

(a) contact you and ask you to stop; (b) restrict or throttle a specific capability; (c) suspend affected access under clause 13.1 of the Master Service Agreement; or (d) terminate for material breach under clause 13.3.

7.2 We will normally contact you before suspending. We may suspend without prior notice where the breach is causing active harm, presents a security risk, or threatens our access to a third-party platform.

7.3 Where we suspend, we will tell you what happened and what is required to restore access, and we will restore it promptly once resolved.

7.4 Suspension for breach does not entitle you to a refund or a service credit for the suspended period.

8.0 Reporting a breach#

8.1 If you become aware of a breach of this policy — by anyone, including your own users — tell us.

8.2 Report security vulnerabilities and abuse to the contact address published on our website.

9.0 Changes#

9.1 We may update this policy. Where a change materially increases your obligations, we will give not less than thirty (30) days' notice before it takes effect, and it will not apply retrospectively.