Last Updated: December 2024
1. Introduction
This Acceptable Use Policy ("AUP") sets out the rules and guidelines for using EzyBiz, an AI-powered business receptionist service operated by Avocado Pty Ltd (ACN 652 199 687).
This AUP is part of our Terms of Service. By using EzyBiz, you agree to comply with this policy. Violations may result in suspension or termination of your account.
Please also review our Privacy Policy for information about how we handle your data.
2. Prohibited Uses - General
You must not use EzyBiz for any of the following purposes:
2.1 Illegal Activities
- Any activity that violates Australian federal, state, or local laws
- Activities that would violate laws in other jurisdictions
- Facilitating, promoting, or encouraging illegal activities
2.2 Fraudulent or Deceptive Practices
- Scams, fraud, or phishing attempts
- Misrepresenting your identity or business
- Impersonating another person, business, or organisation
- Providing false or misleading information to callers
- Pyramid schemes or illegal multi-level marketing
2.3 Harassment and Abuse
- Harassing, threatening, or intimidating any person
- Stalking or unwanted contact
- Hate speech or discrimination based on protected characteristics
- Bullying or cyberbullying
2.4 Intellectual Property Infringement
- Infringing copyrights, trademarks, or other intellectual property rights
- Using EzyBiz to distribute pirated content
- Misappropriating trade secrets
3. Prohibited Uses - Communications
The following communications activities are strictly prohibited:
3.1 Spam and Unsolicited Messages
- Sending unsolicited bulk SMS messages
- Sending commercial messages without recipient consent
- Using purchased or harvested contact lists
- Sending messages to numbers on the Do Not Call Register (for telemarketing)
3.2 Robocalling and Automated Abuse
- Using EzyBiz for automated outbound calling campaigns
- Initiating calls without legitimate business purpose
- High-volume calling designed to overwhelm recipients
3.3 Phishing and Scam Calls
- Attempting to obtain personal information through deception
- Impersonating government agencies, banks, or other institutions
- Making false claims about prizes, debts, or emergencies
- Technical support scams
Warning: Violations of communication laws may result in significant penalties under Australian law, including fines up to $2.1 million per day for serious breaches of the Spam Act.
4. Australian Spam Act 2003 Compliance
All SMS messages sent through EzyBiz must comply with the Spam Act 2003 (Cth). This means:
4.1 Consent Requirements
- Express Consent: Recipients must have explicitly agreed to receive messages, OR
- Inferred Consent: You have an existing business relationship that reasonably implies consent
- Consent records must be kept and available upon request
4.2 Identification Requirements
- Messages must clearly identify your business
- Include accurate contact information
- Do not disguise or conceal the sender's identity
4.3 Unsubscribe Requirements
- Commercial messages must include a working unsubscribe mechanism
- Honour unsubscribe requests within 5 business days
- The unsubscribe option must remain functional for at least 30 days
5. Twilio Acceptable Use Policy Compliance
EzyBiz uses Twilio for phone and SMS services. Your use must also comply with Twilio's Acceptable Use Policy.
Key Twilio requirements include:
- No high-volume message traffic without prior arrangement
- No toll fraud or traffic pumping
- Compliance with carrier messaging guidelines
- No circumvention of spam filters or blocking
6. Content Restrictions
The following content types are prohibited in your knowledge base, AI agent responses, or SMS messages:
6.1 Adult and Explicit Content
- Sexually explicit material
- Adult entertainment services
- Escort or dating services (except legitimate dating apps)
6.2 Violent or Dangerous Content
- Promotion of violence or self-harm
- Graphic violence or gore
- Instructions for creating weapons
- Terrorist content or extremism
6.3 Discriminatory Content
- Hate speech targeting protected groups
- Content promoting discrimination
- Vilification based on race, religion, gender, sexuality, or disability
6.4 Regulated Industries
Special care must be taken when using EzyBiz for:
- Financial services - ensure compliance with ASIC regulations
- Healthcare - maintain patient privacy and regulatory compliance
- Legal services - maintain client confidentiality requirements
- Real estate - comply with industry advertising standards
7. Knowledge Base Requirements
Your AI agent's knowledge base must:
- Contain accurate information about your business
- Not make false or misleading claims
- Not include content that violates this AUP
- Clearly indicate when the AI cannot answer a question
Important: You are responsible for all responses generated by your AI agent based on your knowledge base configuration.
8. System Abuse
You must not:
- Attempt to bypass security measures or access controls
- Reverse engineer, decompile, or disassemble the Service
- Interfere with the Service's operation or other users' access
- Use automated tools to scrape or extract data
- Attempt to access accounts or data belonging to others
- Introduce malware, viruses, or malicious code
- Exploit bugs or vulnerabilities (report them to us instead)
- Use the Service in a way that exceeds reasonable usage limits
9. Monitoring and Enforcement
9.1 Our Right to Monitor
We reserve the right to:
- Monitor usage patterns for compliance with this AUP
- Review content and communications when investigating violations
- Cooperate with law enforcement when required
- Use automated systems to detect potential violations
9.2 Investigation Process
When we receive a complaint or detect potential violations:
- We will investigate the matter promptly
- We may contact you for information or clarification
- We may temporarily suspend service during investigation
- We will take appropriate action based on our findings
10. Consequences of Violations
Violations of this AUP may result in:
10.1 Warning Notice
For minor or first-time violations, we may issue a warning with instructions for corrective action.
10.2 Temporary Suspension
For serious or repeated violations, we may temporarily suspend your access while investigating.
10.3 Permanent Termination
For severe violations, we may permanently terminate your account. This includes:
- Any illegal activity
- Fraud or scam operations
- Serious spam violations
- Repeated violations after warnings
10.4 No Refunds
If your account is terminated for AUP violations, you are not entitled to any refund of subscription fees.
10.5 Legal Action
We reserve the right to pursue legal action and cooperate with law enforcement for serious violations.
11. Reporting Abuse
If you receive unwanted communications from an EzyBiz user or witness violations of this policy, please report it to us:
Email: hello@avocadodigital.com.au
Please include:
- The phone number involved
- Date and time of the incident
- Description of the violation
- Any screenshots or evidence
We aim to respond to abuse reports within 2 business days.
12. Changes to This Policy
We may update this Acceptable Use Policy from time to time. Changes will be posted on this page with an updated "Last Updated" date. Material changes will be notified through the app.
Continued use of EzyBiz after changes constitutes acceptance of the updated policy.
13. Contact Us
For questions about this Acceptable Use Policy, please contact us:
Avocado Pty Ltd
ACN: 652 199 687
Email: hello@avocadodigital.com.au
Website: avocadodigital.com.au