Acceptable Use Policy

Who this applies to

This Acceptable Use Policy (AUP) applies to every client of the LinearZeta managed voice agent service and to anyone using a service we provide. It's part of our Terms of Service. If your use breaks these rules, we can suspend or disconnect the agent — see "Enforcement" below.

1. Inbound only — no unconsented outbound calling

The service is built to answer inbound calls to your business number. It must not be used for outbound telemarketing, robocalling, or cold outreach without prior express written consent from each person contacted, as required by the Telephone Consumer Protection Act (TCPA) and applicable state law. We do not enable outbound campaigns, and you may not repurpose the service to place them.

2. No impersonation of a real person

The agent is an AI assistant and identifies itself as one. You may not configure or request a voice that imitates a specific real, identifiable person, and you may not use the service to deceive callers about who or what they are speaking with. The agent represents your business as an AI assistant — not as a named human employee pretending to be live.

3. Regulated activities need a separate addendum

Some uses carry legal obligations the standard service isn't set up for. The service may not be used for the following without a separate written addendum and counsel review on both sides:

• Debt collection (subject to the FDCPA and state collection laws).
• Mortgage origination, servicing, or solicitation.
• Insurance underwriting, quoting, or claims handling.
• Healthcare diagnostics or any workflow involving protected health information (PHI). We do not currently offer HIPAA-regulated data handling, and agents never give clinical advice — anything clinical is routed to a person.

4. The recording & AI disclosure is fixed

Every call opens with a disclosure that the caller is speaking with an AI assistant and that the call is recorded. This greeting is a fixed component of the service. It may not be removed, shortened, or altered without LinearZeta's written approval. The same goes for the human-escalation and transfer paths — they are built into every agent and are not removable. These protect both your callers and your business's legal standing.

5. General prohibited uses

You may not use the service to:

• break the law, or help anyone else break it;
• mislead, defraud, threaten, or harass callers;
• collect data you have no lawful basis to collect, or use caller data for purposes you haven't disclosed;
• have the agent quote binding prices, make promises, or give legal, financial, medical, or other professional advice it isn't authorized to give;
• attempt to defeat the service's safety paths (the disclosure, escalation, or bounded-knowledge guardrails).

6. Enforcement

If we believe an agent is being used in a way that breaks this policy or the law, we may suspend or disconnect it — where practical with notice, and immediately where a use risks legal exposure or harm to callers. Suspension for a policy breach doesn't entitle you to a refund of fees for work already performed.

Questions

Email hello@linearzeta.com about anything in this policy. If we change it, we'll update the effective date at the top.