Acceptable Use Policy

Last updated: 15 October 2026

Use TradieDial to help a genuine business answer calls and look after customers—not to mislead, harm or contact people unlawfully. This policy forms part of our Business Terms of Service and applies to business customers and their authorised users, including employees and contractors using the service on their behalf.

1. What the service is for

Sam answers calls forwarded to your business's receptionist number, captures caller and job details, summarises enquiries and supports approved booking and follow-up workflows. Depending on the enabled features, this includes SMS and email notifications, recordings, transcripts, customer detail/photo links and calendar connections.

Any enabled outbound calling or messaging must serve a lawful business purpose. Human-led B2B sales do not have a blanket exemption from marketing rules. A receptionist subscription does not include a general-purpose robocalling, bulk-spam or autonomous cold-marketing service. This policy does not enable a feature, grant consent to contact anyone or override applicable law or connected-provider restrictions.

2. Illegal or harmful content

Do not use prompts, business instructions, calls, messages, uploads or AI-generated output to create, request, facilitate or distribute:

  • illegal goods or services, criminal instructions, fraud, scams, phishing, extortion or payment deception;
  • threats, harassment, stalking, doxxing, hateful abuse, unlawful discrimination or encouragement of violence, terrorism or self-harm;
  • child sexual exploitation or abuse material, sexual exploitation, or non-consensual intimate content, including synthetic content; or
  • content that infringes another person's privacy, intellectual property or other legal rights.

Genuine reports of hazards, abusive callers or safeguarding concerns may need to be handled safely; that is different from using the service to promote or carry out harm. Do not instruct Sam to generate harmful material or bypass safety restrictions.

3. Honest identity and marketing

Do not impersonate another business, customer, public authority or individual, use a voice or identity without the necessary rights, or instruct Sam to pretend to be human. Do not remove or contradict Sam's AI disclosure. Use only telephone numbers, sender identities, domains and connected accounts you are authorised to use; deceptive caller ID or message headers are prohibited.

Do not invent qualifications, reviews, testimonials, offers, affiliations, prices, completed work, confirmed bookings or payment status. Do not claim a tradesperson is on the way or that emergency help has been dispatched unless that is genuinely confirmed. Marketing must accurately describe the service, recurring charges and material limits; no false urgency, hidden subscription or misleading promise of guaranteed results.

4. Calls, messages and spam

  • Follow the laws and telecoms rules that apply to the sender and recipient, including identification, calling times, consent and opt-out requirements. A public or purchased contact detail is not permission to contact someone.
  • For UK live marketing calls, check TPS, CTPS and your own do-not-call records and apply the relevant consent rules. Do not call someone who has objected. Do not rotate numbers, accounts or channels to evade a restriction.
  • This policy requires specific prior consent to receive automated or AI-voiced marketing calls, as well as explicit approval from TradieDial for that use. Consent to a human call or a general enquiry is not enough. Do not assume a B2B recipient makes automated marketing lawful.
  • Do not send spam, unsolicited bulk messages or unrelated promotions disguised as booking confirmations or service alerts. Use marketing SMS and email only with the permission or lawful exception required for that recipient and channel. Sole traders may be subject to different rules from companies.
  • Honour STOP, unsubscribe and other objections promptly. Do not re-import suppressed contacts or use enquiry follow-ups and review requests to bypass an opt-out. Keep evidence of the contact permissions on which you rely.

TradieDial's own marketing practices are described separately in our Marketing and Outreach Notice.

5. Recording, privacy and personal information

Only supply or access personal information you are entitled to use for the stated business purpose. Give callers the privacy and recording information required by applicable law, establish a lawful basis, and obtain consent where required before recording or monitoring. An announcement alone is not consent. Do not secretly record, intercept communications or disable the required disclosures.

Do not ask Sam to collect payment-card details, passwords, banking codes or unnecessary sensitive information. Customers approve payments with the payment provider on their own device. Do not use recordings, transcripts, notes, photos, phone numbers or job addresses for stalking, surveillance profiles, identity theft, unauthorised resale, unrelated model training or another incompatible purpose.

Keep customer links and summaries private. Share information only with authorised people who need it; check recipients before forwarding texts, emails or maps links. Access to an account or a link is not permission to inspect another business's customers. See our Privacy Policy and Data Processing Addendum for the respective responsibilities and data-handling terms.

6. Safe instructions and human oversight

Keep your business details, service areas, hours, prices, booking rules and escalation contacts accurate. Review important details and correct misleading or unsafe instructions. Do not instruct Sam to diagnose dangerous faults, provide regulated professional advice, make unlawful discriminatory decisions or promise services you cannot provide.

Sam is not an emergency dispatcher or life-safety system. Do not replace emergency services or a necessary human safety process with Sam, suppress danger guidance, or promise guaranteed detection, delivery or response times. Maintain a human fallback and complete the forwarding and setup checks in our service guide.

7. Account security and service limits

Connect only integrations you are authorised to use and use the permissions approved for that feature. Do not connect a prohibited service, pass customer data to an unauthorised recipient, or use an integration to bypass our safety, privacy or provider restrictions. Customers are responsible for configuring their accounts, forwarding and connected services lawfully.

Protect credentials and use only the access assigned to you. Do not access another account without authority, distribute malware, exploit vulnerabilities, disrupt telephone networks, create forwarding loops, generate artificial paid traffic or use the service for toll fraud. Do not bypass authentication, usage allowances, rate limits, suppression, provider restrictions or a suspension. Security testing requires our prior written authorisation unless a legal right applies.

8. Reporting a problem

Tell us promptly about suspected account compromise or misuse at hello@tradiedial.com, with “Acceptable use report” in the subject. Include the business/account reference, approximate time and a short description. Do not email passwords, card details or unnecessary recordings or sensitive information; we can agree a suitable way to receive relevant evidence.

Do not wait for support if someone is in immediate danger: contact the appropriate emergency service directly. Our support inbox is not an emergency reporting channel.

9. How we respond

We may investigate credible reports, request relevant evidence of permission, require corrective action and restrict affected calls, messages, content or account access where reasonably necessary. Access to customer information for an investigation remains subject to the Privacy Policy, DPA and applicable law; this is not permission for unrestricted surveillance.

Where practicable, we explain the concern and give an opportunity to correct it. Serious or urgent harm, unlawful activity, security threats or provider requirements may require immediate suspension. Termination, notice and any refund entitlement follow the Business Terms and billing policy; this policy does not impose an automatic blanket forfeiture of fees or remove mandatory rights.

You can request a human review through our support and complaints process. We cannot guarantee that every misuse will be detected or prevented. Material changes to this policy follow the notice arrangements in the Business Terms.