Acceptable Use Policy

This Acceptable Use Policy (“AUP”) sets out the rules for using the AstroX platform. It forms part of our Terms of Service. By using the platform, you agree to comply with this AUP.

1. Overview

AstroX provides AI agent software to help businesses automate customer communications. To protect our customers, their end-users, and the integrity of our platform, certain uses are prohibited. Breaching this AUP may result in suspension or termination of your account.

2. Permitted use

You may use the AstroX platform to:

• Automate and assist genuine customer support, sales, and service interactions for your business.
• Configure AI responses to handle common customer queries, returns, refunds, and order enquiries.
• Connect your Shopify store, WhatsApp Business account, or other authorised integrations.
• Train your AI agent using content you own or have the right to use.
• Allow your staff to manage, monitor, and take over conversations with customers.

3. Prohibited content and behaviour

You must not use the platform to:

a) Illegal or harmful activity

• Engage in, facilitate, or promote any activity that is illegal under applicable law.
• Violate any person's privacy, intellectual property rights, or other legal rights.
• Distribute, store, or process content that is defamatory, fraudulent, obscene, or harmful.

b) Deceptive, misleading, or phishing communications

• Misrepresent your business identity, products, pricing, or policies to customers.
• Send false or misleading information through AI agent responses.
• Impersonate any person, business, or organisation.
• Create fake reviews, testimonials, or endorsements.
• Use the platform to conduct phishing — including sending messages designed to deceive recipients into disclosing personal data, login credentials, payment details, or other sensitive information.
• Craft AI agent responses that falsely claim to be a human agent when directly and sincerely asked by a customer.
• Disable or alter the AI identification label, or configure the agent's persona to obscure its AI nature, without ensuring your end-customers are otherwise informed that they are interacting with an AI system where applicable law requires it (including the EU AI Act's transparency obligations). The label is on by default; if you switch it off, that responsibility is yours.

c) Spam, unsolicited messaging, and harassment

• Send unsolicited marketing messages, spam, or bulk promotional content without appropriate prior consent.
• Use the platform in ways that violate the UK Privacy and Electronic Communications Regulations (PECR) or equivalent laws.
• Harvest, collect, or use contact data for purposes beyond the stated service interactions.
• Send harassing, abusive, threatening, or discriminatory messages to customers or any other recipients through the platform.
• Use the platform to target individuals with repeated unwanted contact, intimidation, or offensive content.
• Use proactive re-engagement messages (“nudges”) for anything other than continuing a live service conversation the customer initiated. Nudges are off by default; when enabled, they must not be used for unsolicited marketing, and you remain responsible for compliance with PECR and the messaging policies of any connected channel.
• Use platform-sent email — support replies, order and return notifications, and offline reply notifications — for unsolicited bulk messaging, marketing to purchased or third-party lists, or any content unrelated to servicing your own customers' enquiries and orders. Platform email sending is subject to fair-use limits, and we may throttle or suspend email delivery for an account whose sending harms deliverability for other customers (for example, abnormal bounce or spam-complaint rates).

d) Platform and security abuse

• Attempt to access, probe, or test the security of AstroX systems without authorisation.
• Reverse-engineer, decompile, or extract the underlying software or AI models.
• Introduce malware, viruses, or other harmful code.
• Overload or disrupt the platform through automated or excessive requests, including bot flooding, scripted bulk API calls, or denial-of-service attempts.
• Circumvent any access controls, rate limits, or usage restrictions.
• Attempt to manipulate, override, or circumvent the AI agent's behaviour through prompt injection, adversarial inputs, or any technique designed to cause the AI to act outside its configured guardrails, reveal system instructions, or produce outputs that violate these policies.
• Use the platform to scrape, harvest, or systematically extract data from AstroX systems, connected integrations, or third-party platforms beyond what is necessary for your configured use case.
• Generate excessive automated requests beyond normal usage patterns in a way that degrades service performance for other customers.

e) Third-party platform violations

• Use the platform in ways that breach WhatsApp's Business Policy, Shopify's Terms of Service, or the terms of any other connected third-party platform.
• Send messages through WhatsApp or other channels that do not comply with the applicable messaging policies and opt-in requirements.

f) Sensitive categories

• Deploy the AI agent to handle communications involving medical diagnosis, legal advice, financial advice, or other regulated professional services, without appropriate human oversight and disclaimers.
• Process special category personal data (health, biometric, criminal conviction data, etc.) through the platform without explicit informed consent and a documented legal basis.

g) Account and access misuse

• Create multiple accounts to circumvent usage limits, free trial restrictions, or account suspensions.
• Resell, sublicense, white-label, or grant third parties access to the platform as a standalone product without our prior written authorisation.
• Register using false business information or impersonate another company, legal entity, or individual.
• Share login credentials with individuals outside your organisation or with competing businesses.

4. Content and training data

You are responsible for all content you upload, configure, or train the AI agent with, including FAQs, product information, policies, and conversation examples. This content must:

• Be accurate and not mislead your customers.
• Not infringe any third party's intellectual property rights.
• Not contain personal data beyond what is necessary for the service.

5. Your end-users' data

Your customers' messages and data processed through the AI agent are subject to our Data Processing Agreement. You are responsible for:

• Having a lawful basis for collecting and processing your end-users' personal data.
• Providing appropriate privacy notices to your customers about how their data is used.
• Complying with applicable data protection laws, including UK GDPR, in your use of the platform.

6. Monitoring and enforcement

We may monitor usage of the platform for compliance with this AUP. If we determine that your use violates this AUP, we may:

• Issue a warning and require you to remedy the breach.
• Suspend or restrict specific features or integrations.
• Terminate your account in serious or repeated cases.
• Report illegal activity to relevant authorities.

We will generally notify you before taking action, except where immediate action is required to protect the platform, other users, or third parties.

7. Reporting violations

If you become aware of any use of our platform that violates this AUP, please report it to support@astroxtech.com.

8. Changes to this AUP

We may update this AUP from time to time. We will notify you of material changes by email at least 30 days before they take effect. Continued use of the platform after the effective date constitutes acceptance.

Language and governing law: This AUP is drafted in English, and the English text is the sole binding version; any translation or summary is for convenience only. It forms part of, and is governed by the same law and jurisdiction as, our Terms of Service (the laws of England and Wales, exclusive jurisdiction of its courts).

9. Contact

Questions about this AUP: support@astroxtech.com
ASTROX TECHNOLOGIES LTD (Company No. 16584933), registered in England and Wales; registered office address as recorded at Companies House.

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