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Acceptable Use Policy

Effective date: November 6, 2026
Version: 1.0

This Acceptable Use Policy ("AUP") is part of the Ladoo Terms of Service. Capitalized terms not defined here have the meanings given in the Terms. It applies to you, your Users, your Clients (if you are an Agency) and anyone who uses the Services through your account. You are responsible for their compliance. Agencies must pass this AUP on to their Clients.

Ladoo relies on telephone carriers, AI model providers and speech providers whose policies also bind our customers. This AUP includes those obligations. Where an upstream policy is stricter for a particular use, the stricter rule applies.

If you're unsure whether a use is allowed, ask us at support@tryladoo.com before you build it.

1. Required practices on every call

  1. Disclose AI and recording. Keep the Default Disclosure (Terms Section 4.2) at the start of every call. It must tell callers they are speaking with an AI assistant, that the call may be recorded and transcribed, that it is processed by service providers, and how to reach a person or leave a message.
  2. Never pretend to be human. Agents must not claim or imply they are human, and must say they are AI if a caller asks.
  3. Identify the business. Agents must truthfully identify the business they represent.
  4. Handle emergencies. Agents must tell callers with an emergency to hang up and dial 911 (or the local emergency number) and must not try to triage or handle emergencies themselves.
  5. Offer a person where it matters. Provide a way to transfer to a person or take a message when a caller asks for one or the situation calls for one.
  6. Notify transfer recipients. Make sure staff and others who receive transferred calls know those calls may be transcribed or recorded.

2. Illegal or unwanted calling and messaging

You may not use the Services to:

  • place, or cause, calls or messages that violate the Telephone Consumer Protection Act, the Telemarketing Sales Rule, national or state Do-Not-Call rules, state telemarketing laws (for example Florida, Oklahoma and Maryland), calling-hour limits, or opt-out requirements;
  • place outbound calls using an AI-generated, artificial or prerecorded voice to anyone who has not given the prior express consent (or prior express written consent) the law requires;
  • auto-dial or predictive-dial unsolicited calls, run "robocall" campaigns, or send unsolicited messages;
  • buy, sell or fabricate consent, or use leads whose consent you cannot document;
  • call or flood emergency lines, hospitals, public safety answering points, or any number to tie it up;
  • place any outbound calls or messages other than transfers unless we have enabled outbound for your account in writing.

3. Caller ID, numbers and carrier rules

You may not:

  • display false, misleading or unauthorized caller ID, or "spoof" any number;
  • use phone numbers you are not authorized to use;
  • rotate, cycle or "snowshoe" numbers to avoid blocking, labeling or detection;
  • evade STIR/SHAKEN attestation, carrier filtering or traceback;
  • resell Ladoo phone numbers or calling capacity as a standalone telecommunications service;
  • ignore a carrier, Ladoo or regulator request about your traffic, including a traceback request.

4. Fraud, scams and deception

You may not use the Services for:

  • fraud, scams, phishing, "vishing", social engineering or pretexting;
  • impersonating any government agency, bank, utility, carrier, technology company or other organization, or any real person;
  • tech-support, debt-relief, IRS, prize, romance, investment, cryptocurrency or similar scams;
  • toll fraud, traffic pumping, international revenue share fraud, or artificially inflating call traffic;
  • card testing or any attempt to defraud Ladoo, our payment processor or our providers;
  • false or misleading claims about products, services, prices, availability or earnings;
  • collecting information under false pretenses.

5. Voices, impersonation and likeness

You may not:

  • clone, synthesize or imitate the voice of any real, identifiable person without their explicit, informed, documented consent;
  • clone or imitate the voice of a minor, or of a public figure, celebrity, politician or candidate, under any circumstances;
  • use voices, names or likenesses to imply endorsement or affiliation that does not exist;
  • use any voice in violation of the voice provider's terms.

6. Elections and politics

You may not use the Services to deceive voters, interfere with elections, discourage voting, or place calls about elections that conceal their artificial origin. Political campaigning, lobbying, or fundraising calls of any kind require our prior written approval.

7. Sensitive and regulated uses

  1. Health information. No protected health information subject to HIPAA unless a signed Business Associate Agreement with Ladoo is in place and you use the configuration it requires.
  2. Professional advice. No individualized medical, legal, financial, tax, insurance or mental health advice from an agent unless a qualified professional meaningfully reviews it and the caller is told AI was involved.
  3. Consequential decisions. No using agents to approve, deny or determine eligibility for credit, lending, housing, employment, insurance, education, healthcare or government benefits, or to make other decisions with legal or similarly significant effects on a person.
  4. Payment and sensitive identifiers. No collecting full payment card numbers, card security codes, bank login credentials, Social Security numbers, passwords, or similar identifiers by voice or through any Customer Content, unless you use a payment or verification method we have expressly approved for it.
  5. Biometrics. No voice identification, speaker verification, emotion recognition used to make decisions about people, or creation of voiceprints, unless we offer the feature and you have every consent the law requires.
  6. Children. No agents directed to children under 13 or knowingly collecting information from children under 13. No agents designed for, or marketed to, people under 18 without our prior written approval.
  7. Call recording laws. Comply with all-party consent requirements for recording and monitoring, including in California, Connecticut, Delaware, Florida, Illinois, Maryland, Massachusetts, Montana, Nevada, New Hampshire, Pennsylvania and Washington. No covert surveillance or monitoring.

8. Restricted industries

The following are prohibited on Ladoo:

  • debt collection;
  • payday, title or other high-interest short-term loans, debt relief, debt settlement and credit repair;
  • timeshare sales or exit services, and extended auto or home "warranty" sales;
  • cryptocurrency, forex or other speculative investment offerings;
  • gambling, lotteries and sweepstakes (except where licensed and approved by us in writing);
  • adult content, escort or sexual services;
  • illegal drugs, controlled substances, and cannabis where unlawful, and the sale of tobacco, vaping products or firearms;
  • multi-level marketing, "business opportunity" and get-rich-quick offerings;
  • lead generation that sells callers' information to third parties.

Healthcare, legal, insurance, financial services, home services emergency lines, and government uses are allowed but may require additional review, configuration or agreements.

9. Harmful content

Agents, prompts, knowledge bases and other Customer Content may not:

  • include, request or facilitate child sexual abuse material or the sexualization of minors (we report apparent CSAM to the National Center for Missing & Exploited Children);
  • threaten, harass, bully, stalk, intimidate or extort anyone;
  • promote violence, terrorism, or hatred against people based on protected characteristics;
  • encourage self-harm or suicide; agents must direct callers at risk to emergency or crisis resources (such as 988 in the U.S.);
  • infringe intellectual property, privacy or publicity rights;
  • contain malware or anything designed to damage systems.

10. Content you upload or crawl

You may only upload files, paste content, or ask Ladoo to crawl websites that you own or have the right to use for this purpose. When crawling third-party websites, you must have permission and must not ask us to crawl content behind logins, paywalls or access controls you are not authorized to bypass.

11. AI model abuse

You may not:

  • attempt to bypass, jailbreak or disable safety measures of Ladoo or its model providers;
  • use prompts, tools or knowledge bases designed to make agents produce content this AUP prohibits;
  • try to extract system prompts, model weights, or other customers' data;
  • use outputs to develop or train AI models that compete with Ladoo or its model providers where prohibited;
  • red-team, load-test or benchmark the Services without our written permission.

12. Platform abuse

You may not:

  • create multiple accounts to get more free usage, or evade a suspension or ban (see Terms Section 11.4);
  • share credentials or API keys outside your organization;
  • circumvent usage limits, rate limits, metering, billing or spend controls;
  • scrape, crawl or harvest the Services or other customers' data;
  • probe, scan or test the vulnerability of the Services without written permission (report security issues to security@tryladoo.com);
  • interfere with or overload the Services, including denial-of-service attacks;
  • resell, white-label or sublicense the Services except through an Agency plan under the Terms;
  • expose the underlying speech, voice or language models as a standalone or pass-through service.

13. Sanctions

You may not use the Services for, on behalf of, or for the benefit of anyone on a U.S. government restricted-party list or in a comprehensively sanctioned country or region, or to evade sanctions or export controls.

14. Reporting and enforcement

  • Report abuse to abuse@tryladoo.com. Include the phone number, date and time, and what happened. You may report anonymously.
  • Investigation. We may investigate suspected violations, including by reviewing account configuration, usage, call metadata and, where reasonably necessary, call content. We may preserve records and cooperate with carriers, providers, law enforcement and regulators, including through traceback programs.
  • Enforcement. If we believe this AUP has been violated, we may, at our discretion and without liability: warn you; remove or disable content; suspend or release phone numbers; suspend agents, workspaces, Client workspaces or API keys; require changes before restoring service; terminate your account; and ban you from creating new accounts, as described in Terms Sections 10 and 11. We may act immediately when we consider it necessary. Agencies may be suspended or terminated for their Clients' violations as described in Terms Section 12.4.
  • Changes. We may update this AUP as laws, carrier rules and provider policies change. We will give notice of material changes as described in the Terms, but we may apply changes required by law or by a provider immediately.