Acceptable Use Policy

1Consent before calling or messaging#

Hetaf places calls and sends messages on your behalf, so you must:

• Call or send marketing or promotional messages only to people who gave clear prior consent, and keep a record of that consent.
• Honour every opt-out straight away across all channels, and add the number to Hetaf's do-not-call list.
• Not call or message numbers on do-not-disturb registers kept by the competent authorities for marketing purposes.
• Keep to the calling and sending hours and frequency limits set by the Communications, Space and Technology Commission and other competent authorities.
• Identify your business clearly at the start of every call or conversation, and use registered and approved sender names and numbers where required.
• Follow WhatsApp's business policies, including sending only approved templates outside the conversation window and honouring opt-outs.

2Disclosing AI#

In line with the transparency principle in SDAIA's AI Ethics Principles, you must:

• Tell people they are talking to an AI agent at the start of the call or conversation, and answer truthfully whenever the agent is asked.
• Tell them when a call is recorded or a conversation is kept, and get their consent where the law requires it.
• Offer a way to reach a human or leave a request for follow-up.

3Prohibited uses#

You may not use Hetaf to:

• Send spam or unwanted bulk messages or calls, or make automated calls without consent.
• Commit fraud or phishing, impersonate a person, a government body or another business, or imitate a real person's voice without their permission.
• Collect people's passwords, card details or verification codes, or ask for them deceptively.
• Defame, blackmail, threaten or harass anyone, or invade privacy through communications or devices.
• Content that violates public order, religious values or public morals in the Kingdom, or incites violence or hatred.
• Promote prohibited or unlicensed goods or services, or any unlawful activity.
• Provide emergency services, or make decisions that affect people's rights, health or money without human review.
• Process sensitive data or minors' data without a lawful basis and valid consent.

4Protecting the service#

You may not:

• Access, or try to access, the service or other people's accounts or data without authorisation.
• Probe, scan or penetration-test the service without our written permission, or disrupt or overload it.
• Get around usage, billing or verification limits, or reverse engineer the platform.
• Distribute malware or use the service to send it.
• Resell access to the service or share its keys with others without a written agreement.

If you find a security issue, report it as described on the security and trust page.

5Enforcement#

We may review use that appears to break this policy, and may stop a campaign, number, agent or account straight away to protect people or the service. We tell you why unless the law prevents us. We may report unlawful activity to the competent authorities, including conduct covered by the Anti-Cyber Crime Law.

6Reporting abuse#

If you received an unwanted or abusive call or message from a service running on Hetaf, email support@hetaf.ai with the number, date and time. We will investigate and take appropriate action.