This Acceptable Use Policy lists what you may not do with Five at a Time. It is part of our Terms of Service. Every business calls through one carrier account (Telnyx), so one business's misuse can stop calling for everyone. Breaking this policy can get your account suspended or closed immediately.
Telnyx's own acceptable use policy also applies to every call you place through the Service. Where it is stricter than this policy, it wins.
1. Illegal and unwanted calls
You may not use the Service to place:
- calls to numbers on the National Do Not Call Registry or Canada's National DNCL without a valid exemption;
- marketing calls that require prior express written consent under the TCPA, placed without that consent;
- calls that deliver a prerecorded or artificial-voice message, including voicemail drop, unless the law allows that message on that call, you have the consent the law requires, and our carrier's policy allows it;
- calls with nobody ready to talk, or calls that abandon people who answer beyond the limits set by law or by our carrier.
2. Prohibited content and conduct
You may not use the Service to make or promote:
- Scams or fraud: phishing, identity theft, tax scams, tech support scams or any deceptive practice.
- Harassment: repeated calls to people who have asked you to stop.
- Illegal goods: controlled substances, illegal weapons or counterfeit goods.
- High-risk verticals: debt collection, multi-level marketing, payday loans or gambling, unless we approve it in writing first.
- Hate speech: content that promotes violence or hatred against individuals or groups.
3. Technical abuse and fraud
You may not:
- Spoof caller ID: present any number other than the ones we assign to your business, or any misleading caller information.
- Get around our limits: try to bypass the ramp, pacing, holds, caps, calling-hour skipping, Do Not Call suppression or any other safeguard in the Service.
- Open extra accounts to get around a hold, a closed account, a verification decision or the trial.
- Give false details: verify with false information or another business's details, or use a card you are not authorized to use.
- War dial: dial numbers generated in sequence or at random.
- Resell or share: rent, sell or lend the Service, your account or your numbers to another business for its own calling.
4. Your lists
- Lawful, documented sources only. Every list you import must come from a source you can name and show us: your own customers and inbound leads, business contact records you compiled yourself, public business registries (for example government licensing, corporate or motor-carrier records), or a vendor that documents where its data came from. Lists scraped from websites, or bought from aggregators who cannot say where a number came from, are prohibited. Live business-to-business prospecting from a documented source needs no prior relationship with the contact. Calls to consumer numbers also need the consent the law demands and a scrub against the do-not-call registries before import.
- Honour opt-outs. Anyone who asks not to be contacted again must be marked Do Not Call in Five at a Time at the time of the request and never called again through the Service.
5. Enforcement and monitoring
We may:
- Monitor call records for each business and across the account for signs of spam or misuse, such as many short calls, low answer rates, people hung up on, complaints, spam labels or carrier notices. These hold calling automatically (Terms of Service, section 8).
- Pause calling for your business immediately and without notice when we see a sign of misuse, when our carrier requires it, or when we receive a complaint, subpoena or traceback request about your calls.
- Ask for records at any time: the source of any list you imported, your Do Not Call scrub records, and, where the law requires consent, timestamped records of that consent. If you do not produce them within five business days, we will close your account.
- Share information with our carrier, the Industry Traceback Group and law enforcement when they ask about your calls or when we suspect illegal activity.
6. No refunds for violations
If we close your account for breaking this policy, you lose any remaining subscription time, included minutes and wallet balance, and you will not get a refund. Time your calling spends paused or held is not refunded either.