Acceptable Use Policy

This Acceptable Use Policy ("AUP") is part of the Terms of Service. Calling, dialing, recording, and AI-voice activity is governed in detail by the Calling & AI Voice Compliance Addendum, which controls where it and this AUP address the same subject. It exists to protect Consumers, carrier network reputation, other customers, and your own Agency. One sentence version: dial only your own, lawfully obtained, consenting leads and clients, as your true agency identity, for legitimate insurance appointment-setting and service.

1. Lead sourcing & consent

• Dial only Consumers for whom your Agency holds the consent, permission, exemption, or other lawful basis applicable law requires, with complete and retrievable records retained for at least five years, or longer where required by law.
• No purchased, rented, scraped, harvested, or appended lists unless you hold valid, documented consent that covers your Agency's calls.
• No dialing of numbers reassigned or known to be wrong-party after notice.
• Registry screening is your duty: screen against the National DNC Registry and applicable state registries where your calls require it. The platform automatically enforces opt-outs and DNC flags recorded within the platform — it does not scrub external registries for you.
• Where National DNC Registry screening is required, use Registry data obtained or refreshed within the preceding 31 days and retain evidence of the screening performed.
• Honor every opt-out or revocation immediately, and do not contact the Consumer again through the affected campaign, purpose, or channel unless the Consumer later provides new, legally sufficient consent that is separately documented. Never re-import or re-target suppressed Consumers.

2. Identity & content standards

• Caller identity must be your Agency's true, registered name. No spoofing, misleading display names, or third-party brand impersonation.
• No deceptive openings, fake surveys, or pretexts; the purpose of the call must be honestly represented.
• No earnings claims, guaranteed-approval claims, government-affiliation claims, or statements that coverage exists when it does not.
• The AI assistant may set and service appointments only. Never configure or prompt it to quote premiums, take applications, collect payment or banking information, give advice, or bind coverage.
• No discriminatory targeting or content that is unlawful, harassing, or abusive.

3. Calling conduct

• Observe federal and state permissible calling hours for the Consumer's location, and applicable state holiday or emergency restrictions.
• No harassing frequency: respect platform frequency protections and do not engineer around them.
• No automatic redialing after a clear decline, opt-out, hostile termination, or request for no further contact. Disconnected or inconclusive calls may be retried only within the platform's configured frequency and retry protections.
• Recording notices/consents required in the Consumer's jurisdiction are your responsibility (including two-party consent states).
• No use of the platform for emergency services, ringless voicemail drops, mass SMS campaigns, or any channel or content the platform is not built and configured to deliver.

4. Platform integrity

• Human user credentials may not be shared or pooled — each human user must use an individually assigned account. Approved service accounts, integrations, and administrative access may be used only as documented and authorized by Polca.
• No penetration testing, scanning, or load testing without written authorization; report vulnerabilities to security@polca.ai.
• No scraping, bulk export beyond your own data exports, or access to another agency's data.
• No use of the Service to build, train, or benchmark a competing product.
• No reselling, sublicensing, or white-labeling without a written channel agreement.
• No circumvention: do not disable, evade, manipulate, or route around any compliance, suppression, identity, capacity, safety, carrier, or platform-integrity control — including DNC and suppression enforcement, calling-hour and consent controls, caller-ID and branded-calling settings, recording-disclosure settings, account and agency separation, and fair-use capacity management (Terms §6.4).
• No use of the Service for malware or malicious code, fraud or identity theft, phishing or credential collection, unauthorized collection of financial data, illegal products or services, intellectual-property infringement, interference with network or carrier operations, or attempts to discover or access another customer's data.

5. Enforcement

We may investigate suspected violations, require information or remediation, preserve relevant records, and temporarily restrict affected campaigns, numbers, integrations, users, or features while an investigation is pending; failure to cooperate with an investigation is itself a violation of this AUP. Depending on severity, we may warn, require remediation, throttle dialing, suspend seats or the account, or terminate for cause — immediately where there is legal exposure, carrier or registrar direction, Consumer harm, or network-reputation risk, with notice as soon as practicable. Fees accrued through the effective date of suspension or termination remain due, and Polca is not required to refund prepaid fees where the suspension or termination results from your violation of this AUP. We may preserve and disclose records as required by law and will cooperate with lawful requests from regulators and carriers; where lawful, we will notify you of requests concerning your account.

6. Reporting

To report suspected abuse of the platform (by anyone): abuse@polca.ai. Consumers who wish to stop receiving calls from an agency using Polca can simply say so on any call — opt-outs are honored automatically — or contact privacy@polca.ai. Helpful reports include the calling number, the date and approximate time of the call, and the agency name shown or stated, if available. Please do not email Social Security numbers, banking details, health information, or other sensitive application data.