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Acceptable use policy

Effective September 7, 2026 · Last updated September 7, 2026

This AUP governs Customer's and Authorized Users' use of the Service and is incorporated into the Agreement. ScaleAxis may update this AUP from time to time.

2. Prohibited content

Customer will not use the Service to store, generate, transmit, or process content that:

2.1 Is unlawful, fraudulent, deceptive, or otherwise violates applicable law (federal, state, or local); 2.2 Infringes intellectual property, publicity, or privacy rights; 2.3 Is defamatory, libelous, obscene, pornographic (including non-consensual intimate imagery), or sexually exploitative of minors (CSAM); 2.4 Promotes violence, terrorism, self-harm, or unlawful discrimination on protected-class grounds; 2.5 Contains malware, viruses, trojans, ransomware, spyware, or any malicious code; 2.6 Constitutes spam or unsolicited bulk communication in violation of CAN-SPAM, the TCPA, the Telemarketing Sales Rule, or analogous state laws (including Maryland's commercial-electronic-mail statute and Washington's CEMA); 2.7 Violates the Twilio Acceptable Use Policy or Twilio Messaging Policy (incorporated by reference), or any carrier policy applicable to A2P 10DLC; or 2.8 Violates the Resend Acceptable Use Policy (incorporated by reference) or the Anthropic Usage Policy.

Customer will not:

3.1 Harass, threaten, impersonate, or defraud any person; 3.2 Scrape, harvest, or crawl any third-party site or data source in violation of that source's terms of service or applicable law; 3.3 Use purchased, rented, or scraped contact lists for email or SMS; 3.4 Resell, sublicense, or expose the Service to non-Authorized Users without ScaleAxis's prior written consent; 3.5 Reverse engineer, decompile, or attempt to derive the source code of the Service except as expressly permitted by applicable law; 3.6 Circumvent or attempt to circumvent any rate limit, quota, security, authentication, or access control; 3.7 Use the Service to build a competing product, train a competing AI model, or benchmark for competitive purposes; 3.8 Conduct security testing or penetration testing of the Service without ScaleAxis's prior written consent.

4. Restricted industries and content categories

The following industries and content categories are prohibited because they conflict with Twilio's Messaging Policy and carrier rules and/or create disproportionate legal/abuse risk. The list is not exhaustive.

4.1 Outright prohibited (no SMS, no email, no AI processing for marketing/promotion):

  • Cannabis (including marijuana products, paraphernalia), CBD, Kratom, irrespective of state legality. (Twilio expressly bans these per Twilio error code 30883: "SHAFT (Sex, Hate, Alcohol, Firearms, Tobacco/Vape) and Marijuana/CBD are prohibited categories. The rejected campaign is ineligible for resubmission.")
  • Sex or adult content; commercial sexual services; pornography (the "S" of SHAFT).
  • Hate speech and content promoting discrimination or violence against protected classes (the "H" of SHAFT).
  • Illegal substances, drug paraphernalia, controlled substances.
  • "High-risk financial services" as Twilio categorizes them: payday loans, short-term high-interest loans, third-party mortgage/student/auto loan marketing, cryptocurrency and investing tips, debt collection (third-party) or debt forgiveness.
  • Gambling, sweepstakes, lotteries, sports betting (regardless of state legality).
  • Multi-level marketing ("MLM"), pyramid schemes, "get-rich-quick" schemes, work-from-home solicitations.
  • Phishing, smishing, social engineering, "simulated phishing" for security testing.
  • Firearms or firearm parts/accessories not legal in all 50 U.S. states (note: the "F" of SHAFT is restricted; non-50-state-legal items are outright prohibited).

4.2 Restricted (allowed only with prior written approval from ScaleAxis and proof of age/geographic gating and licensing where applicable):

  • Alcohol (the "A" of SHAFT): age and geographic gating required.
  • Tobacco and vape products (the "T" of SHAFT): age and geographic gating required.
  • Firearms permitted for sale in all 50 states: age gating and FFL-license verification required.
  • Legitimate first-party financial services (banks, credit unions, lawful lending operating on their own accounts).

4.3 AI-specific prohibitions. Customer will not use AI Features to:

  • Generate content that is illegal, infringing, defamatory, or sexually explicit involving minors;
  • Bypass safety filters or jailbreak underlying models;
  • Generate phishing, social-engineering, malware, or fraud content;
  • Harass, intimidate, or impersonate any person;
  • Engage in mass deception (e.g., generating fake reviews, fake political content); or
  • Make consequential decisions about individuals (employment, credit, housing, insurance, healthcare, education, government services) without independent qualified human review, consistent with Section 8.5 of the MSA.

Customer must comply with the Email Anti-Spam Policy (Document 6).

6. SMS / 10DLC compliance baseline

Customer must comply with the SMS / A2P 10DLC Messaging Policy (Document 5).

Report abuse, illegal content, or AUP violations to abuse@scaleaxis.ai. We will investigate promptly. DMCA notices: dmca@scaleaxis.ai.

8.1 ScaleAxis may, in its discretion: (a) issue a warning; (b) require Customer to take corrective action; (c) suspend, throttle, or restrict the Service; (d) remove offending content; (e) report illegal activity to law enforcement; or (f) terminate the Service and the Agreement.

8.2 Carrier-imposed fines, penalties, and pass-through costs (including Twilio Severity-0 SHAFT fines per Twilio's published U.S. Carrier Penalties) caused by Customer's violation are Customer's responsibility.

Customer indemnifies ScaleAxis for any third-party claim, regulatory action, or carrier fine arising from a violation of this AUP, consistent with Section 14.2 of the MSA.