Acceptable Use Policy

This AUP governs your use of Front Desk, including all calling, texting, email, and AI-voice features (the "Service"). By using the Service you agree to this AUP. If you do not agree, do not use the Service. We may suspend or terminate access for violations. Capitalized terms not defined here have the meaning given in the Terms of Service.

1. Responsibility for Your Communications

For any outbound call, text, or message initiated through the Service on your behalf — whether placed by you, your staff, or an AI agent — you are the "caller" and "sender" as between you and Front Desk, and you are responsible for having a lawful basis (including required consent) to contact each recipient. This allocation of responsibility is a contractual agreement between you and Front Desk; it does not limit any rights of the people you contact. You acknowledge that Front Desk operates the calling and AI-voice technology used to place these communications, and you agree to use it only where you are legally permitted to do so. Front Desk does not, and cannot, determine whether you have obtained valid consent for any given recipient.

2. Consent & TCPA Compliance

You represent and warrant that, before using the Service to contact any person, you have obtained and maintain all consents required by law, including:

• Prior express consent for calls and texts, and prior express written consent where required (for example, telemarketing or advertising calls/texts, and calls placed with an autodialer or an artificial or prerecorded/AI voice), consistent with the Telephone Consumer Protection Act (TCPA), 47 U.S.C. § 227 and its implementing rules.
• Consent that specifically covers automated technology and AI-generated / artificial voice calls, which the FCC treats as "artificial voice" under the TCPA.
• Any consents required under state law, which may be stricter than federal law (including state autodialer, prerecorded-voice, and telemarketing statutes).

You are responsible for retaining records evidencing consent and for honoring the scope and limits of the consent obtained.

3. Do-Not-Call & Opt-Outs

• You must not contact anyone who has asked not to be contacted, and you must promptly honor and permanently record opt-out / do-not-contact requests (and maintain them for the period required by law).
• You are responsible for scrubbing against the National Do-Not-Call Registry and any applicable state do-not-call lists where required, and for maintaining your own internal do-not-call list.
• Do not remove, disable, or circumvent the Service's opt-out, do-not-contact, call-window, or attempt-limit safeguards.

4. Calling Hours

You must only place calls and texts during permitted hours — generally between 8:00 a.m. and 9:00 p.m. in the recipient's local time — and you must comply with any stricter state-specific time-of-day restrictions. By default, the Service limits campaign calling to business hours (9:00 a.m. to 5:00 p.m. local); you may widen this only within the legal window, and you remain responsible for the hours you configure.

5. State Telephone-Solicitation Laws

Several states impose stricter "mini-TCPA" and telephone-solicitation requirements than federal law. These fall into two broad groups, and the Service treats them differently. By default, the Service suppresses calls to all such restricted states unless you explicitly enable them for a campaign, and you are responsible for compliance in every state you call into.

• Prior express written consent states — including the Florida Telephone Solicitation Act (FTSA), Oklahoma, Texas, Oregon, and Maryland. For AI-voice/automated solicitation calls into these states, you must have prior express written consent — an authorization to receive automated or artificial-voice calls at the specific number, not conditioned on any purchase. You certify that every numberon a list enabled for these states has such consent.
• In-call mechanic states (New York, Washington) — these are not written-consent regimes. New York focuses on offering an opt-out at the start of the call; Washington regulates automatic dialing/announcing devices, including early identification and a callback number. For AI-voice calls, the Service applies these mechanics automatically; you remain responsible for confirming adequacy.

These laws may also impose their own timing and disclosure rules. State requirements change; you are responsible for compliance in every state you call into.

6. AI Voice, Identification & In-Call Opt-Out

To help meet disclosure requirements, AI-voice calls placed through the Service include, by default, an automated-call disclosure and identification at the start of the call and honor in-call opt-out requests. You remain responsible for ensuring these defaults satisfy the requirements that apply to your calls, and for not disabling or undermining them.

• Do not remove, alter, or circumvent the automated-call disclosure, caller identification, or opt-out handling built into the Service.
• You must use accurate, non-misleading caller ID that you are authorized to use, and must not spoof or falsify caller identification information (and must comply with STIR/SHAKEN and related requirements).

7. Contact Lists & Content

• You represent that any contact list you upload was obtained lawfully and with the necessary consents, and that you have the right to contact each person on it. You must not use purchased, rented, scraped, or otherwise improperly sourced lists.
• You must not use the Service for harassing, deceptive, fraudulent, abusive, or unlawful communications, or to send spam.
• You are responsible for the content of your calls, scripts, prompts, and messages, including any custom AI prompts you configure.

8. Healthcare & Privacy

If you use the Service to transmit Protected Health Information (PHI), you must have a valid Business Associate Agreement in place and comply with HIPAA and applicable privacy laws. Keep communications to the minimum information necessary.

9. Call Frequency & Abandoned Calls

You must not call any person more frequently than permitted by law. AI-voice calls placed through the Service are answered by the AI assistant when the recipient picks up, so they are not left silent or "abandoned" in the manner a predictive dialer would; the Service also enforces per-contact attempt caps and retry delays. You remain responsible for complying with any applicable call-frequency and abandoned-call limits (including the Telemarketing Sales Rule where it applies).

10. Prohibited Uses

You agree not to use the Service to:

• Violate the TCPA, Telemarketing Sales Rule, CAN-SPAM, do-not-call rules, or any other applicable law;
• Contact individuals without a lawful basis or after an opt-out;
• Place calls outside permitted hours or exceed lawful call-frequency/abandonment limits;
• Transmit spam, phishing, malware, or deceptive or fraudulent content;
• Misrepresent your identity or use inaccurate caller ID;
• Use the Service for emergencies or as a substitute for 911 or emergency services;
• Interfere with, disrupt, reverse-engineer, or gain unauthorized access to the Service.

11. Platform Safeguards Are Not Legal Advice

Front Desk provides features such as configurable call windows, do-not-contact suppression, opt-out handling, attempt limits, and consent acknowledgments to help you use the Service responsibly. These safeguards are provided "as is," do not guarantee compliance, and are not legal advice. You are responsible for determining what the law requires for your communications and for configuring and using the Service accordingly.

12. Enforcement

We may investigate suspected violations and may suspend or terminate access to some or all of the Service for any violation of this AUP, without liability. Your indemnification obligations, and the limitations of liability, in the Terms of Service apply to your use of outbound communications features.

Questions about this policy? Contact us at support@frontdesk.care.