Acceptable Use Policy

OneChat is built for businesses that want to answer their customers’ questions. This Acceptable Use Policy (“Policy”) sets out what the Service may not be used for. It forms part of our Terms of Service, and the capitalized words here mean the same thing they do there. It applies to everything you do with the Service: the instructions and knowledge you give your agent, the messages the agent sends on your behalf, and the business the agent is supporting.

You’re responsible for your agent. If it does something this Policy prohibits because of how you configured it, that’s a violation by you.

1. Prohibited uses

You may not use the Service, or configure an agent, to do any of the following — wherever you or your customers are located:

• Illegal activity. Anything that’s illegal where you operate or where your customers are.
• Sexual content or services. Sexually explicit conversations, or promoting or arranging sexual services.
• Harm to children. Anything that exploits or endangers minors.
• Fraud and deception. Scams, phishing, misleading offers, or impersonating someone else.
• Violence, harassment, and hate. Threatening or harassing people, promoting violence or self-harm, or attacking people for who they are.
• Privacy violations. Collecting personal data you have no right to collect, or tracking people without their knowledge.
• Spam and platform abuse. Unsolicited messages, or getting around a messaging platform’s rules or bans.
• Terrorism and violent extremism. Promoting, recruiting for, organizing, or raising money for terrorist or violent extremist groups or causes, or creating materials or resources that support them.
• Political manipulation. Deceptive campaigning or election disinformation.
• Attacks on systems. Malware, or unauthorized access to the Service or anyone else’s systems.
• Evading enforcement. Coming back after a suspension, or giving us false information about your business.

2. Regulated and age-restricted businesses

Operating in a regulated or age-restricted industry doesn’t by itself break this Policy. Businesses in areas such as financial or crypto education, licensed gambling, alcohol, tobacco and vaping, supplements, dating, and adult products or content may use OneChat for customer support, provided that:

• the business is lawful, and holds any license it needs, everywhere it serves customers;
• the agent is used to support customers — answering questions about orders, accounts, billing, and the like — and nothing it does falls under section 1; and
• you remain responsible for any age verification, disclosures, and consumer-protection rules that apply to your industry.

We may ask you for evidence that your business is licensed or otherwise lawful, and may suspend the agent until we receive it.

3. Advice in high-stakes areas

An AI agent is not a doctor, lawyer, or financial adviser. If your agent handles questions about health, legal matters, personal finance, insurance, employment, or housing, you must not present its replies as professional advice, and you must configure those topics to escalate to a qualified person on your team wherever a customer could be harmed by relying on an automated answer.

4. Being honest that it’s an AI

You may give your agent a name and a personality, but you may not configure it to claim to be human when a customer sincerely asks whether they’re talking to a person or an AI, and you must disclose that it’s an AI wherever the law or the messaging platform requires it.

5. Rules from our AI provider and your platforms

Replies are generated using Anthropic’s Claude models, so your use of the Service must also comply with Anthropic’s Usage Policy, as well as the rules of each messaging or commerce platform you connect. Where those rules are stricter than this Policy, the stricter rule applies.

6. Reporting abuse

If you believe a OneChat-powered agent is being used in a way that breaks this Policy, email us at hello@onechathq.com with “Abuse report” in the subject line. You don’t need to be a OneChat customer. Please include the business or account involved, the channel you were messaging on, and what happened — screenshots help. We review every report.

7. How we enforce this Policy

We don’t routinely monitor your conversations. We may review an agent’s configuration and relevant conversations when we receive a report, when automated checks flag a possible violation, or when the law requires us to. Our Privacy Policy explains how we handle data during a review.

If we find a violation, we may warn you, ask you for more information, disable an agent, or suspend or terminate your account, depending on how serious it is. We’ll normally tell you first and give you a chance to fix the problem, but for serious violations — including anything involving illegal activity, exploitation, or a risk of harm to someone — we may act immediately and without notice. Fees aren’t refunded when an account is suspended or terminated for violating this Policy. We may report suspected illegal activity to law enforcement and cooperate with lawful requests.

If you think we got it wrong, reply to the notice we sent you and we’ll take another look.

8. Changes to this Policy

We may update this Policy as the Service and the ways people use it evolve. Material changes are handled the same way as changes to our Terms of Service.

9. Contact

Not sure whether your use case is allowed? Ask us before you build, at hello@onechathq.com.