Acceptable Use Policy

This Policy applies to every account holder, user, and end user who accesses or uses the Dunefox platform, including our web chat widget, AI agents, shared inbox, ticketing, lead management, and campaign tools across WhatsApp, Instagram, Facebook, Telegram, web, and voice channels.

You are responsible for your own use of the Services and for any use by people you authorise, including your team members and any end users who interact with channels you operate through Dunefox.

You may use Dunefox only for lawful business purposes and in line with this Policy, our Terms of Service, and all applicable laws and third-party platform rules. In short, you must not use Dunefox to harm others, break the law, abuse the platform, or send messages to people who have not agreed to hear from you.

You must not, and must not permit anyone else to:

• Use the Services in any way that breaches any applicable local, national, or international law or regulation;
• Engage in fraud, phishing, deceptive practices, or impersonation of any person, business, or organisation;
• Infringe the intellectual property, privacy, publicity, or other rights of any third party;
• Upload, transmit, or distribute malware, ransomware, or any other malicious or harmful code;
• Attempt to gain unauthorised access to any account, system, network, or data;
• Interfere with, disrupt, or place an unreasonable load on the Services or supporting infrastructure;
• Scrape, harvest, or collect data from the Services except through functionality we expressly provide;
• Resell, sublicense, or provide the Services to third parties except as permitted in writing by Dunefox.

You must not use Dunefox to store, process, generate, or send content that:

• Is unlawful, defamatory, obscene, or that promotes violence, terrorism, or self-harm;
• Is sexually explicit, exploits minors, or is otherwise harmful to children;
• Harasses, threatens, or incites hatred or discrimination against any individual or group;
• Promotes illegal goods or services, or regulated goods without the required authorisations;
• Contains false or misleading claims intended to deceive recipients.

Dunefox is a messaging platform. You are solely responsible for ensuring that every message sent through the Services is lawful and properly consented to. The rules below are strict because channel providers enforce them strictly.

Violating channel rules (for example, the Meta and WhatsApp Business policies) may result in your number or account being restricted by the channel provider. Dunefox is not responsible for actions taken by third-party channel providers in response to your conduct.

Dunefox provides AI agents and automation. When using these features, you must not:

• Configure AI agents to generate or distribute any content prohibited by this Policy;
• Attempt to bypass, manipulate, or reverse engineer the safety or operating limits of the AI;
• Present AI-generated output as human where doing so would mislead recipients in a way that causes harm;
• Rely on AI output for decisions that require professional, legal, medical, or financial advice without appropriate human review.

You are responsible for reviewing the knowledge sources you provide to your AI agents and for the responses they produce on your behalf.

To protect the Services and all users, you must not:

• Probe, scan, or test the vulnerability of the Services without our prior written consent;
• Circumvent or attempt to circumvent any rate limit, usage limit, or access control;
• Reverse engineer, decompile, or disassemble any part of the Services except to the extent permitted by law;
• Use automated means to create accounts or access the Services in a manner that degrades performance for others.

If you discover a security vulnerability, please report it responsibly to support@dunefox.io rather than exploiting it.

Where you process personal data through Dunefox, you act as the data controller and must comply with all applicable data protection laws, including the UK GDPR and the Data Protection Act 2018. Our respective obligations are set out in our Data Processing Agreement and Privacy Policy.

You must not configure the platform to collect special categories of personal data unless you have a valid lawful basis and any required explicit consent.

You are responsible for the conduct of the end users who interact with channels you operate through Dunefox, and for providing them with any notices required by law, including a privacy notice describing how their data is used.

We do not routinely monitor the content you process through the Services, but we may review activity where we reasonably believe this Policy has been breached, or where we are required to do so by law.

If you breach this Policy, we may, at our discretion and without notice where appropriate:

• Issue a warning and ask you to remedy the breach;
• Suspend or restrict your access to some or all of the Services;
• Remove or disable access to offending content;
• Terminate your account in line with our Terms of Service;
• Report unlawful activity to the relevant authorities.

Accounts terminated for a serious breach of this Policy are not eligible for a refund. See our Refund Policy for details.

If you believe someone is using Dunefox in breach of this Policy, please report it to support@dunefox.io with as much detail as you can provide. We review all reports and take appropriate action.

We may update this Policy from time to time. Changes will be posted on this page with an updated effective date. Material changes will be communicated to active customers by email or in-app notification. Your continued use of the Services after a change takes effect constitutes acceptance of the updated Policy.