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Acceptable Use Policy

This Acceptable Use Policy ("AUP") describes how you may and may not use the Lwazi AI service. By using the Service you agree to this AUP. Breach of this policy may result in immediate suspension or termination of your account.

1. Lawful use only

You may not use Lwazi AI to:

• Violate any SA law or regulation including POPIA, the National Credit Act, the Consumer Protection Act, the Electronic Communications and Transactions Act, or the Financial Sector Regulation Act
• Conduct activities that require regulatory licensing you do not hold (financial services, insurance, credit, medical advice, etc.)
• Circumvent any legal, regulatory, or industry rule governing outbound calling
• Violate sanctions or embargoes

2. Prohibited content and use cases

You may not use the voice agent to:

• Impersonate a specific real person without their written consent
• Impersonate a government official, emergency service, or regulator
• Run scams, phishing, or fraudulent schemes
• Distribute adult content or engage in sexual conversations
• Promote hatred, violence, self-harm, or discrimination based on race, ethnicity, gender, sexual orientation, religion, disability, or age
• Conduct political campaigning or voter manipulation
• Make medical diagnoses or substitute for qualified medical advice
• Offer financial or legal advice beyond publicly-known information without an appropriate license
• Harass, threaten, or intimidate any person
• Collect personal information from minors

3. Transparency about AI

You must not instruct the voice agent to deny being an AI when sincerely asked by a caller. The agent may introduce itself as a voice assistant for your business and is not required to volunteer the AI nature, but it must truthfully confirm if asked.

4. Consent for recording

• Every outbound call placed by Lwazi AI on your behalf must include, or be preceded by, a clear recording-consent prompt to the call recipient
• Inbound callers must hear the recording notice before the conversation proceeds
• If the caller declines recording, the agent must stop the call or continue without recording as configured

5. Do Not Call and opt-outs

• You must screen numbers against your Do Not Contact list before loading them into the Service
• Opt-out requests captured by the agent must be respected immediately and permanently
• You may not dial numbers known to be on official national Do Not Call registries unless you have an exception under SA law

6. Rate and volume limits

We enforce fair-use rate limits to protect the Service and your workspace reputation. We may throttle or suspend workspaces that exceed reasonable outbound call volumes without prior notification to us.

7. Data protection

• You must have a lawful basis under POPIA to process every data subject's personal information
• You must not upload special personal information (health, biometric, religious, etc.) without the specific consent required by POPIA section 27
• You must not upload the personal information of children without the relevant parental consent

8. Security

You may not:

• Probe, scan, or test the vulnerability of the Service without written permission
• Attempt to gain unauthorised access to other workspaces
• Introduce malware, viruses, or other harmful code
• Reverse-engineer, decompile, or derive source code from the Service

9. Enforcement

We reserve the right to investigate any suspected violation. We may:

• Request explanation or documentation from you
• Temporarily suspend suspect activity while investigating
• Permanently terminate accounts that violate this AUP
• Report unlawful activity to the Information Regulator, SAPS, or other authorities

10. Reporting

If you believe someone is using Lwazi AI in violation of this AUP, please email abuse@avolvia.app with details.