Kallin Acceptable Use Policy
This policy sets out the permitted uses of Kallin and the safeguards you must follow when configuring or using our services. It covers AI telephone answering, website chat, WhatsApp, bookings, routing, recordings, Kallin Intelligence, optional wider model improvement, notifications, recovery follow-up and connected tools, where those functions are included and enabled.
1 Who this policy applies to
1.1 Kallin is a trading name of Prospective Digital Ltd, registered in England and Wales under company number 15564702. Our registered office is Unit 7 Morston Court, Aisecome Way, Weston-Super-Mare, England, BS22 8NG. Contact us at info@kallin.co.uk or visit https://www.kallin.co.uk.
1.2 In this policy, “we” means Prospective Digital Ltd; “you” means the Customer; “Users” means people authorised to access your workspace; and “End Users” means callers, messaging contacts, website visitors and others communicating with your business through Kallin. Other defined terms have the meanings given in our Terms and Conditions.
1.3 This policy supplements the acceptable-use requirements in our Terms. It applies contractually when incorporated into your agreement or accepted through the applicable change process. Publication alone does not retrospectively change an existing contract. Trials and demonstrations must also be used lawfully and within their authorised scope.
1.4 The Terms govern document priority, fees, liability, cancellation and refunds. This policy does not override the Data Processing Agreement, agreed processing restrictions or mandatory rights. It does not grant additional data rights or make an unavailable feature part of your plan.
2 Your workspace and business instructions
2.1 Account owners and administrators must be at least 18 and authorised to act for the Customer. Keep account details accurate, protect individual logins and integration credentials, and give Users only the access they need. Remove access when it is no longer appropriate and tell us promptly about suspected compromise.
2.2 You must take reasonable steps to ensure your Users follow this policy. Configure the service for a lawful business purpose, keep business information and escalation contacts current, and test the relevant routes before live use. This does not make you responsible for a failure of Kallin’s own security or service obligations.
2.3 Give the assistant clear limits. Do not instruct it to invent prices, availability, qualifications, customer reviews, policies or commitments. It must not claim a booking, payment, refund or other external action has succeeded without the required confirmation from the connected system.
3 Unlawful and harmful use
3.1 You must not use Kallin, or instruct another person to use it, to:
Commit or facilitate fraud, scams, phishing, extortion, money laundering or other offences.
Threaten, stalk, harass, abuse, unlawfully discriminate against or expose private information about a person.
Create or distribute child sexual abuse material, facilitate exploitation or trafficking, or encourage serious violence, terrorism or self-harm.
Impersonate a person or organisation, fabricate evidence, manipulate recipients through deception, or falsely suggest endorsement or authority.
Infringe copyright, confidentiality, privacy, intellectual property or other rights, including by supplying material you are not entitled to use.
Distribute malware, obtain information without authority, disrupt a network or help others bypass legal, security or platform restrictions.
3.2 A description such as “test”, “research”, “simulation” or “internal use” does not authorise otherwise prohibited conduct. We consider the actual activity and context. Incidental receipt of an abusive or unlawful incoming message is not, by itself, a breach by the Customer; do not encourage, redistribute or further misuse it.
4 Honest AI identification and voice permissions
4.1 Do not remove, suppress, contradict or bypass a required AI disclosure, including through a greeting, prompt, forwarded route or integration. Do not make the assistant falsely present itself as a particular human, a regulated professional, a public authority or an emergency operator.
4.2 Supply a person’s voice for cloning or imitation only with the necessary rights, lawful authority and required informed permission. Keep evidence of those permissions. Do not use a voice to deceive people, bypass identity checks or imply an endorsement that has not been given. Do not submit an under-18 voice to create or train a cloned voice, or imitate a specific real minor.
4.3 Do not create deceptive political impersonations, manipulate elections, or use Kallin for an activity prohibited by the relevant voice or messaging provider. A person’s permission does not override a separate provider prohibition.
5 Privacy and recording
5.1 Collect and use only information reasonably needed for a lawful, stated purpose. Provide accessible privacy information explaining your business’s use of Kallin, the enabled processing and relevant rights. Establish the necessary lawful basis, any additional condition for protected data, and any consent required by applicable law.
5.2 Recording, transcription, live speech processing and conversation review are different activities. Keep notices accurate for the enabled functions and deliver the required opening disclosure before the substantive enquiry. Do not describe an always-recorded call as merely something that “may” be recorded. Disabling audio storage does not necessarily stop live processing or transcripts.
5.3 An announcement, administrator toggle or acceptance of this policy is not consent on behalf of an End User. Where valid consent is required, obtain it before the relevant processing and provide an appropriate alternative for someone who declines. Honour applicable objections, withdrawals and other rights.
5.4 Do not use another customer’s records, conceal unlawful monitoring, or export personal information to unauthorised accounts or destinations. Retention, access, correction and deletion must follow your lawful instructions, our agreement and applicable law.
6 Kallin Intelligence and wider model improvement
6.1 Private Kallin Intelligence reviews eligible workspace conversations and updates customer-specific assistant instructions where enabled. It must remain within approved business knowledge and permissions. Do not use it to introduce new marketing permissions, unauthorised commitments or actions, or sensitive personal details into reusable instructions. Maintain suitable human oversight of important changes.
6.2 Recording-dependent call Intelligence requires call recording. Do not bypass that dependency or attempt to force reviews or contributions after the relevant setting has been disabled. Switching a feature off stops future processing within its disclosed scope; it does not automatically erase earlier records, reverse instruction changes or undo completed model training.
6.3 Wider sharing is a separate optional setting. Enabling it permits only the limited preparation and use described in the Terms, Privacy Policy and AI Transparency Statement. Contributions to wider improvement datasets must be genuinely anonymous and generalised. Do not deliberately submit personal identifiers, sensitive information, raw audio, identifiable voices, confidential business information or trade secrets for wider training, fine-tuning or evaluation.
6.4 Removing names alone does not establish anonymity. Examples that remain identifiable or cannot safely be prepared must be excluded. Any personal-data processing during preparation still needs the appropriate legal basis and safeguards. An administrator’s choice does not supply the End User’s consent or remove their rights.
6.5 Do not turn on an external provider’s independent training programme, or use conversation content or outputs to develop another model, contrary to our agreement or applicable provider terms. Supplier restrictions continue to apply after anonymisation. Kallin’s wider-sharing preference does not itself authorise supplier training or override a provider’s restrictions.
7 Calls and messages to End Users
7.1 Use outbound communications only for a supported, authorised purpose and channel. Do not use the standard service for unsolicited automated marketing, spam, unauthorised bulk campaigns or repeated unwanted contact. A separate marketing use requires our written agreement, any required recipient permission and compliance with applicable communication rules.
7.2 Establish the relevant permissions before sending and retain appropriate evidence. A telephone number, past booking, missed call or inbound conversation does not automatically authorise every channel, subject or future campaign. Do not use bought or scraped lists where recipients have not given the required permission to your business.
7.3 Carrier and platform conditions can require permission even for a non-promotional service message. Where Twilio Messaging Services are used, meet their applicable express-consent requirements, including downstream written-consent requirements where applicable, before initiating informational or promotional SMS. A reply to an individual’s incoming text must stay within that exchange; it does not authorise recurring messages.
7.4 Identify the business accurately, use authorised sender details and respect opt-outs, suppression lists and applicable contact-time rules. Do not rotate numbers, alter spellings or reset preferences to evade filtering or an opt-out. Include a straightforward opt-out where the law or provider requires it.
7.5 WhatsApp use must meet the applicable recipient-permission, template and messaging-window requirements. Business-initiated messages require approved templates; free-form replies are limited to the permitted customer-service window. Provide a clear route to human assistance. Do not forward one customer’s chat information to another customer.
8 Recovery messages after an outage
8.1 Enable recovery follow-up only where you have a lawful purpose, appropriate privacy information and the permissions required by the delivery provider. An eligible message must relate to a genuine recent attempt to reach your business during an identified interruption, using a sufficiently reliable destination. Do not assume displayed caller ID proves the caller owns the number or agrees to receive a text.
8.2 Keep the message neutral and limited to explaining the interruption and a suitable way to resume that enquiry. Do not add offers, discounts, upselling or an unrelated booking campaign. Calling a message “recovery” or “service” does not determine whether it is marketing.
8.3 Do not exceed one initial recovery follow-up per destination per incident, retry stale contacts beyond the disclosed window, or trigger repeat messages through artificial incidents. Honour suppression and stop requests. Genuine replies may be handled within the authorised conversation and channel rules.
8.4 Turning recovery off must stop new messages and queued messages still under our control before dispatch. Do not recreate those jobs through another route to defeat the choice. A message already dispatched may still arrive. Where a lawful or provider-compliant route is unavailable, the follow-up must not be sent.
9 Notifications and access to conversation details
9.1 Optional staff alerts use generic notification content. Do not try to add caller names, phone numbers, message extracts, sensitive information or other conversation details to the alert, its preview or payload. Use the authorised protected workspace to view details.
9.2 Send alerts only to authorised staff destinations and protect devices and accounts that receive them. Necessary delivery details are still processed. End User booking confirmations and essential account, billing or security communications are separate message types and may contain information necessary for their lawful purpose.
10 Sensitive information and children
10.1 Do not deliberately ask an End User to disclose passwords, authentication codes, card security codes, full card details, bank-account credentials or unnecessary identity-document numbers through the standard assistant. Use a separately approved secure payment or verification process where supported.
10.2 Obtain our prior written agreement before deliberately processing special-category or criminal-offence information, handling children’s information at scale, or deploying a service directed at children. Establish the applicable legal conditions and safeguards, including any required supplier approval. Health information protected by law must not be submitted through a supplier route that has not been approved for it.
10.3 Incidental disclosure does not authorise unrestricted storage, sharing or training. Follow the agreed escalation and data-handling process, limit further use and tell us where a configuration is collecting information outside its approved scope. Never copy it into wider improvement examples or generic staff notifications.
11 Regulated activities and important decisions
11.1 The standard service is not an emergency response service or a replacement for a qualified professional. Maintain an appropriate urgent-contact route. Do not configure it to diagnose, prescribe, give personalised regulated advice, or determine a person’s legal rights, employment, credit, insurance or similar significant outcome without a separately assessed, expressly agreed lawful deployment and suitable human oversight.
11.2 Tell us before deployment in a regulated, public-sector or otherwise restricted setting, or before introducing biometric identification. We must establish whether the intended service and supplier route permit it. Our agreement cannot waive a law or a supplier prohibition.
11.3 Do not use Kallin to facilitate weapons procurement, controlled-drug transactions, real-money gambling or predatory lending through a provider that prohibits that activity. Do not bypass restrictions on other regulated goods, territories or recipients.
12 Integrations and security
12.1 Connect only accounts, telephone numbers, calendars, websites and other systems you are authorised to use. Provide accurate verification information and keep permissions within the agreed purpose. Do not request data or actions beyond the End User’s authority or the assistant’s configured limits.
12.2 Do not attempt to obtain another workspace’s information, steal credentials, defeat access controls, introduce malicious prompts or files, extract confidential system instructions, or manipulate a tool into taking an unauthorised action. Do not expose integration keys in public widgets, conversations or learning instructions.
12.3 Do not conduct penetration testing, vulnerability scanning or load testing against live Kallin or supplier systems without prior written authorisation for the scope and method. Report a suspected vulnerability privately. Nothing here limits a right that cannot lawfully be restricted, including a mandatory statutory exception concerning software.
13 Usage allowances and service integrity
13.1 Use the service within the scope and entitlements in your Order. Do not generate artificial traffic, create call-forwarding or automated reply loops, manipulate usage records, abuse trials, evade blocks with additional accounts or knowingly overload shared systems. Obtain written agreement before resale or sublicensing.
13.2 Genuine business demand, ordinary automation through supported interfaces and normal use of an included unlimited feature are not abuse merely because volumes are high. This policy does not create an undisclosed numerical cap or convert an unlimited entitlement into a smaller paid allowance. We will explain an identified material problem and seek a proportionate solution under the Terms.
13.3 External SMS, WhatsApp, carrier or integration charges remain subject to the rates and charging basis disclosed before use. This policy does not create extra fees, penalties or an undisclosed right to recover costs.
14 Provider and country requirements
14.1 The carrier, messaging, voice, model or integration rules relevant to your actual deployment also apply to the extent required for that service. Examples include the Twilio Acceptable Use and Messaging Policies, WhatsApp Business Messaging Policy and ElevenLabs Prohibited Use Policy. We will identify applicable requirements and explain a material restriction affecting your intended use. A provider not used in your deployment does not become a recipient merely because it is named here.
14.2 Do not bypass a provider restriction by changing a label, route, sender or account. We will assess available lawful alternatives where appropriate. Changes affecting your agreement follow the Terms; this policy does not give an unrestricted right to alter your commercial terms by linking to a third-party page.
15 Investigating and responding to misuse
15.1 Tell us promptly about suspected misuse, a serious configuration problem or a compromised account. Cooperate reasonably with an investigation, including supplying relevant permission records or proof of authority. Share only the information needed, through an appropriate secure route.
15.2 We may examine relevant account activity and records only as permitted by the agreement and applicable law. Investigating misuse does not authorise unrelated access, indefinite retention or independent training on Customer Data. Information may be preserved or disclosed where lawfully required or justified to respond to a serious risk, with appropriate limits.
15.3 We may require a corrective change, restrict an affected function or suspend access where the grounds in the Terms are met. We will give a reason and a reasonable chance to remedy where lawful and practicable. Urgent action may be needed to prevent serious harm or meet a binding legal or carrier requirement.
15.4 We will limit restrictions to what is reasonably needed and restore affected functions reasonably promptly when the issue is resolved. Termination, charges, refunds, data export and deletion remain governed by the Terms and applicable rights. A restriction does not authorise a new use of retained data.
16 Reporting concerns and policy changes
16.1 Report suspected abuse, an unauthorised voice use or an enforcement decision you believe is mistaken to info@kallin.co.uk. Include your workspace or business name, the relevant date and a concise explanation. Do not attach sensitive call content, passwords or payment details to an ordinary email; we can arrange an appropriate way to receive necessary evidence.
16.2 We may update this policy to reflect changes in the service, law or relevant provider requirements. Material contractual changes for existing Customers follow the notice, acceptance and cancellation protections in the Terms. The date above identifies this version. Publication or continued website browsing alone is not acceptance of a materially adverse contractual change.