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Acceptable Use Policy

Last updated: October 29, 2026

Frontwren is built to help real businesses talk with their own customers. This Acceptable Use Policy lists what you may not do with the Service. It's part of our Terms of Service.

1. Honest AI

You may not:

  • remove, hide or weaken the AI disclosure at the start of calls, or instruct the agent to claim to be human;
  • disable the call recording disclosure where recording consent laws require it;
  • use the agent to impersonate a person, business or government agency you are not authorized to represent;
  • use a cloned voice of anyone other than the verified account owner who gave consent, or use any voice to mislead callers about who they are talking to.

2. Calling and texting

You may not use the Service to:

  • make outbound calls or send marketing texts to anyone without the consent required by law, including prior express written consent for calls that use an artificial or AI-generated voice;
  • call or text numbers on the National Do Not Call Registry, a state do-not-call list or your internal do-not-call list, unless an exemption clearly applies;
  • ignore or delay opt-out requests (for example STOP, "don't call me again"), or keep contacting someone who opted out;
  • make calls outside permitted calling hours, or to emergency lines, hospitals, or other protected numbers;
  • send messages containing SHAFT content (sex, hate, alcohol, firearms, tobacco) or other content restricted by carriers, or that violates carrier or CTIA rules;
  • spoof caller ID, send unsolicited bulk messages, use purchased or rented lead lists, or snowshoe traffic across numbers;
  • make political campaign calls or texts, debt collection calls, or calls for regulated lending, unless we have agreed in writing.

3. Harmful or illegal content

You may not use the Service to:

  • commit fraud, phishing, scams or deceptive practices, or collect financial account numbers, passwords or government ID numbers from callers;
  • harass, threaten, abuse or discriminate against anyone;
  • promote illegal products or services or facilitate illegal activity;
  • infringe someone's intellectual property or privacy rights;
  • give individualized medical, legal or financial advice through the agent, or present the agent as a licensed professional;
  • collect protected health information if you are a HIPAA covered entity or business associate without a signed Business Associate Agreement with us;
  • collect information from children under 13.

4. Protecting the platform

You may not:

  • attempt to bypass usage limits, security controls, rate limits or billing;
  • probe, scan or test the vulnerability of the Service without our written permission (please report issues instead);
  • use the Service to generate traffic designed to inflate usage or carrier fees (toll fraud, traffic pumping);
  • attempt to extract our prompts, models or source code, or use the Service to build a competing product;
  • resell or white-label the Service without a written agreement with us.

5. Enforcement and reporting

We may investigate suspected violations and may remove content, pause your agent, suspend messaging or calling, or close accounts that violate this policy. Where the risk allows, we'll contact you first. We may also cooperate with carriers, regulators and law enforcement.

Violations of this policy are a breach of our Terms of Service. You are responsible for violations by your team and by anyone using your account, and you will indemnify us for claims arising from them as described in the Terms. We have no obligation to monitor your use, and our not acting on a violation is not a waiver.

To report abuse, including unwanted calls or texts from a business using Frontwren, email support@frontwren.com with the phone number, date and time. To stop texts right away, reply STOP to the message.