Acceptable use policy

1. Consent first

• Only message people who have given consent or with whom you have a relationship that the law accepts.
• Keep proof of consent: date, source and what was accepted.
• Respect opt-outs immediately, on every channel.
• Every marketing message identifies your business and offers a simple way to opt out.

2. Email

• No bought, rented or scraped lists.
• No misleading subjects or senders.
• Include an unsubscribe link and the business details the law requires.
• Keep bounce and complaint rates low and clean your lists regularly.

3. SMS

• Prior, explicit consent for marketing SMS.
• A clear way to opt out (for example, replying STOP).
• Respect reasonable hours and the national rules of each country, including carrier registration where required.

4. WhatsApp, Instagram and Facebook

• Follow the WhatsApp Business Policy, Meta's Commerce Policy and the Instagram and Facebook platform terms.
• Only start conversations with people who agreed to receive messages from you; on the official API, outside the 24-hour window, use approved templates.
• On the QR code connection, mass unsolicited messaging is not allowed: besides breaking these rules, it can get your number banned by Meta.
• Do not offer products or services that Meta prohibits.

5. Calls and AI voice agents

• Tell people when a call is recorded, where the law requires it.
• Respect do-not-call registries and opt-outs (in Brazil, for example, the "Não Me Perturbe" list).
• AI agents must not pretend to be human where the law requires that people be told they are talking to an AI.

6. Prohibited content and uses

• Anything illegal, fraud, phishing, pyramid schemes or deceptive offers.
• Malware, attempts to break into systems or security testing without authorization.
• Hate speech, harassment, threats or content that sexualizes minors.
• Financial, gambling, health or pharmaceutical offers without the required licenses.
• Infringement of third-party rights, including intellectual property and privacy.
• Collecting sensitive data without a legal basis.
• Overloading the platform or reselling access without a written agreement.

7. Fair use of "unlimited"

Unlimited users and contacts are for the real operation of your business. Automated mass creation of accounts or contacts, or use that harms the service for other customers, is not allowed.

8. What we do if a rule is broken

Depending on the seriousness, we may remove content, pause sending, limit features or suspend the account, and we will tell you why. We may report illegal activity to the authorities.

9. Report abuse

If you received unwanted messages sent through the platform, write to suporte@elooocrm.com with the details and we will investigate.