Usage Policy

1. Introduction

This Usage Policy (also referred to as our “Acceptable Use Policy”) applies to all users of LoopHQ’s services. This policy promotes safe, legal, and ethical use of the Service.

By using LoopHQ, you agree to comply with this Usage Policy in addition to our Terms of Service, Privacy Policy, Cookie Policy, and AI Interaction Notice. Violations of this policy may result in account suspension or termination.

2. Prohibited Uses

You may not use LoopHQ to engage in or facilitate any of the following:

Illegal Activity

• Violate any applicable local, state, national, or international laws or regulations
• Engage in fraud, money laundering, or other financial crimes
• Violate intellectual property rights of any third party
• Facilitate illegal transactions or activities
• Distribute, market, or sell weapons, controlled substances, or other goods whose sale requires licensure you do not hold

Spam and Abusive Communications

• Send unsolicited bulk messages through your chatbot, including via proactive re-engagement, lead follow-ups, or messaging channels
• Use LoopHQ to harass, threaten, intimidate, or abuse others
• Impersonate another person, company, or entity
• Configure your AI agent to deny it is an AI when honestly asked, or to create the false impression that a human is responding
• Send communications in violation of TCPA, CAN-SPAM, CASL, Meta Platform Terms, or other applicable communications laws
• Ignore, suppress, or fail to honor opt-out requests (including STOP/UNSUBSCRIBE keywords) within the timeframe required by law
• Send SMS messages to phone numbers for which you have not collected TCPA-compliant consent
• Import phone numbers into your knowledge base or CRM that you do not have consent to message
• Use SMS for marketing or promotional content beyond what your A2P 10DLC campaign was approved to send
• Mix promotional content (including but not limited to “sale,” “deal,” “discount,” “% off,” “limited time,” “exclusive offer,” “promo code,” “save,” or analogous marketing language) with transactional messages — under FCC dual-purpose precedent, even a single promotional add-on can convert the entire message into a marketing message and exceed your A2P campaign’s approved scope
• Override, bypass, or attempt to circumvent LoopHQ’s automatic STOP and HELP keyword handling
• Submit false or misleading information during A2P 10DLC registration
• Use SMS to send to or route through premium-rate or short-code numbers that bill the recipient, or facilitate any form of carrier-level billing fraud
• Use a different channel (such as email, chat, or another messaging platform) to contact a recipient who has opted out of SMS, in a manner intended to circumvent the SMS opt-out
• Claim or fabricate consent on behalf of a synthetic, automated, or otherwise non-human identity, or submit consent records that do not reflect a real person’s genuine, voluntary action
• Send recurring SMS engagement (such as appointment reminders, follow-up sequences, or re-engagement messages) to a recipient based solely on a single inbound conversational consent — recurring engagement requires a separate, recorded affirmative confirmation from the recipient consistent with the Twilio Messaging Policy
• Use automated messaging to political campaigns, voters, or election-related outreach in ways that violate electioneering or robocall rules

System Abuse

• Attempt to bypass security measures, authentication, rate limits, or usage limits
• Use automated scripts or bots to abuse the Service or artificially inflate credit usage
• Attempt unauthorized access to other users’ data, accounts, or systems
• Reverse engineer, decompile, disassemble, or otherwise attempt to derive the source code of the Service
• Resell, redistribute, or sublicense LoopHQ’s services without written authorization
• Generate excessive bot-to-bot traffic or AI-against-AI interactions designed to consume resources

Data Misuse

• Collect or scrape visitor data for purposes other than those disclosed in your privacy policy
• Sell or share visitor data collected through your chatbot without proper consent
• Violate privacy laws (GDPR, CCPA, VCDPA, CPA, CTDPA, UCPA, or other applicable regulations) in your use of collected data
• Store highly sensitive personal data (Social Security numbers, full financial account numbers, government identifiers, biometric identifiers) in your knowledge base
• Store protected health information (PHI) regulated under HIPAA in your knowledge base or in conversations — LoopHQ does not currently offer a Business Associate Agreement and is not HIPAA-compliant
• Use the Service to make adverse high-stakes automated decisions about individuals (credit, hiring, insurance, housing) without lawful human review

Deceptive AI Conduct

• Configure your agent to misrepresent the products, services, prices, or terms of your business
• Use the Service to generate deepfakes, synthetic audio/video of identifiable individuals, or voice cloning without consent
• Use the Service to impersonate political candidates, government officials, or voters
• Use AI to dynamically adjust pricing or policies for individual visitors in ways that violate consumer-protection or anti-discrimination law

3. AI Content Guidelines

As a LoopHQ user, you are responsible for the AI-generated responses your agent produces. You agree to:

• Review your knowledge base regularly to ensure the accuracy of your AI agent’s responses
• Monitor your conversations for hallucinations, errors, or inappropriate responses, and correct your knowledge base when issues arise
• Not configure your AI agent to generate harmful, misleading, defamatory, or illegal content
• Not attempt to manipulate the AI to bypass any safety measures or content guidelines built into the Service
• Not represent AI-generated responses as human-generated without appropriate disclosure (the agent name should make clear it is AI — for example, by including “AI” or analogous language)
• Not rely on LoopHQ for generating professional advice (legal, medical, financial, tax, or similar)
• Verify any AI-generated content before taking important actions based on it
• Include appropriate disclaimers if your business operates in a regulated industry
• Not configure your agent to deny it is AI when a visitor honestly asks — agents are configured by default to disclose their AI identity honestly

4. AI-Initiated Actions and Calendar Bookings

When you enable features that allow your AI agent to take autonomous actions (calendar bookings, lead capture, CRM push, webhook delivery, proactive messages), you agree to:

• Keep connected calendars synchronized so the AI’s availability checks reflect your real availability
• Honor appointments the AI books on your behalf, or proactively reach out to the visitor to reschedule if you cannot honor a booking
• Configure your CRM mappings, lead-routing rules, and webhook endpoints accurately and keep credentials current
• Audit your dashboard regularly for AI-initiated actions and make corrections when needed
• Disable AI-initiated actions for any workflow where the consequences of an erroneous AI action would cause significant harm to a visitor

See Terms of Service § 9 for the authorization framework that covers AI-initiated actions.

5. Proactive Re-Engagement Limits

Loop agents may send unsolicited follow-up messages mid-conversation. Proactive messaging is subject to internal limits and cooldowns built into the Service to protect visitor experience. For SMS specifically, proactive messaging is also subject to TCPA, carrier rules, and the SMS-specific obligations in Section 6.

• You may not attempt to circumvent or expand the internal limits we apply to proactive messaging, including by generating synthetic activity intended to trigger additional messages
• You agree NOT to enable proactive messaging in inappropriate contexts, including but not limited to:
  • Mental-health-oriented agents where unsolicited messages could distress a visitor in crisis
  • Debt collection, payday lending, or other contexts where unsolicited contact is restricted by law
  • SMS to numbers without prior TCPA-compliant consent
  • Jurisdictions where unsolicited automated messages are restricted
• You agree to honor any visitor opt-out, including platform-specific opt-out keywords (STOP, UNSUBSCRIBE) where the channel supports them

6. Messaging Platform Acceptable Use

When you connect a messaging channel (Facebook Messenger and SMS today; Instagram DM and WhatsApp when introduced), additional acceptable-use rules apply:

• Comply with the underlying platform’s Terms of Service, Community Standards, and messaging policies (e.g., the Meta Platform Terms)
• Honor platform-specific messaging windows (for example, Meta’s 24-hour standard messaging window for Messenger)
• Use approved message tags or templates when sending messages outside the standard window, where required by the platform
• Honor opt-out and stop requests promptly, including standard opt-out keywords (STOP, UNSUBSCRIBE) where the channel supports them
• Configure your connected accounts to meet the platform’s requirements for automated messaging
• Do not use connected accounts in ways that would result in the platform revoking API access
• Comply with all applicable communications laws, including TCPA, CAN-SPAM, CASL, and equivalent regulations

SMS-specific acceptable use (the binding contract layer for these obligations is Terms of Service § 13.2 — the attestations you make when you enable SMS through our setup wizard):

• Complete A2P 10DLC registration through our setup wizard truthfully and provide accurate business and use-case information
• Use SMS only for the purposes for which your A2P campaign was approved by the messaging carrier
• Maintain TCPA-compliant consent for every phone number you intend to message; display the required SMS consent disclosure on your own lead-capture forms (see Terms of Service § 11 for the recommended template)
• Do not import phone numbers into your knowledge base or CRM without explicit consent
• Do not override or bypass LoopHQ’s automatic STOP and HELP keyword handling
• Acknowledge that voluntary cancellation or non-payment results in the release of your provisioned phone number after a brief grace period; visitors who text the released number will receive a brief auto-reply directing them to your configured website

7. Visitor Disclosure Duty

You are responsible for informing your website visitors about how their data is collected and used through your Loop agent. At minimum, you agree to:

• Maintain a privacy policy on your own website that discloses your use of LoopHQ as a data processor and describes the visitor data your agent collects
• Configure the legal-link slots in your LoopHQ agent settings (Terms, Privacy, and the optional custom link) so that visitor-facing legal disclosures are present in the chat widget footer
• Disclose — either in your privacy policy, in your agent’s welcome message, or via the agent’s name (for example, by including “AI”) — that visitors are interacting with an AI
• For regulated industries, ensure that the legal-link slots in your agent settings point to substantive disclosures (e.g., a real privacy policy, not a placeholder); compliance notices the Service may surface depend on these links being configured
• Inform visitors that automated analysis may be applied to their conversation, where required by applicable law (for example, GDPR Article 22 in the EU)
• Obtain any consents required by applicable law in your visitors’ jurisdictions, including consent for the storage of conversation data, the use of cookies/local storage, or the receipt of automated messages

8. Content Guidelines

You are solely responsible for all content uploaded to your LoopHQ account, including documents, Q&A entries, scraped website content, and AI agent configurations. You agree to:

• Upload accurate and current information to your knowledge base
• Have the rights necessary to authorize LoopHQ’s use of any URL you submit for scraping (your own website, content you have permission to scrape, or content covered by an applicable exception)
• Not upload content that infringes third-party copyrights, trademarks, or other intellectual property rights
• Not upload content that is defamatory, obscene, or promotes violence or discrimination
• Not upload malware, viruses, or any form of harmful code
• Not upload content that violates any applicable law or regulation
• Not upload sensitive personal data (Social Security numbers, financial account numbers, government identifiers, biometric data, protected health information) into your knowledge base

9. Industry-Specific Warnings

LoopHQ is a general-purpose AI customer engagement platform. It is NOT designed, intended, or certified for use in the following regulated contexts:

• Medical or health advice and HIPAA-regulated workflows: LoopHQ is not a medical device and should not be used to provide diagnoses, treatment recommendations, or health advice. LoopHQ does not currently offer a Business Associate Agreement (BAA) and is not HIPAA-compliant. Do not upload protected health information (PHI) to your knowledge base, and do not configure your agent to collect PHI from visitors. For dental and medical agents, keep your agent scoped to non-PHI marketing-funnel activity (e.g., service descriptions, hours, general appointment requests routed to your real intake system).
• Legal advice and attorney-client services: LoopHQ should not be used to provide legal counsel or represent legal opinions. The Service may apply additional safeguards for legal-vertical agents as a backstop, but you remain responsible for compliance with your jurisdiction’s unauthorized-practice- of-law rules.
• Financial, investment, or tax advice: LoopHQ is not registered with the SEC, FINRA, or any state securities regulator. Do not use LoopHQ to provide investment recommendations, securities advice, or tax planning. The Service may apply additional safeguards for financial-vertical agents as a backstop.
• Mental health treatment and crisis intervention: LoopHQ is not a mental-health treatment device, therapist, or crisis-response system. Do not deploy LoopHQ as a substitute for emergency services (911 in the US, 988 for suicide and crisis response, or local equivalents). The Service may apply additional safeguards for mental-health-vertical agents as a backstop.
• Children: LoopHQ is not designed for use by children under 13 in compliance with the Children’s Online Privacy Protection Act (COPPA). Do not deploy your agent in contexts that knowingly target or collect personal information from children under 13.
• Residential real estate transactions: Residential real estate is currently out of scope for LoopHQ because of Fair Housing Act and related regulatory complexity. Do not use LoopHQ as a tool for screening, qualifying, or making housing decisions about residential applicants. Commercial real estate marketing and lead capture are permitted with appropriate customer disclosures.
• Credit, hiring, insurance underwriting, or other high-stakes automated decisions: Do not use LoopHQ as the sole decision-maker for outcomes subject to the Equal Credit Opportunity Act, Fair Credit Reporting Act, ADA, Title VII, FHA, or comparable anti-discrimination or consumer-protection laws. Use LoopHQ for information capture and routing only; ensure a qualified human makes the final decision.
• Emergency services: LoopHQ should not be used as a substitute for emergency services (911, crisis hotlines, etc.). Configure your agent to recognize emergency keywords and direct visitors to appropriate emergency channels.
• Other regulated industries: If your industry requires specific certifications or compliance frameworks (HIPAA, FINRA, FERPA, PCI-DSS, Sarbanes-Oxley, etc.), LoopHQ may not meet those requirements. You are responsible for verifying compliance and not using LoopHQ for workflows that require certification we do not hold.

If you operate in any of these areas, you must:

• Include appropriate disclaimers in your AI agent’s instructions and welcome message
• Configure the legal-link slots in your agent settings (Terms, Privacy, custom legal link) so that compliance notices in the chat widget footer point to your real legal documents
• Ensure your chatbot directs users to qualified professionals or licensed providers for advice
• Comply with all industry-specific regulations applicable to your business
• Not use LoopHQ as a substitute for required professional certifications or licenses

10. Fair Use

LoopHQ plans are designed for normal business use. The following activities are prohibited and may result in account suspension:

• Automated abuse or scripted interactions designed to consume credits
• Excessive bot-to-bot traffic that does not represent genuine customer interactions
• Using the Service to spam website visitors
• Circumventing credit limits or generating artificial traffic to abuse the system
• Using credits in ways that are inconsistent with normal business chatbot usage
• Generating synthetic visitor activity to trigger additional AI-initiated actions, proactive messages, or notifications

Credit consumption should reflect genuine interactions between your website visitors and your AI agent.

11. Enforcement and Violations

LoopHQ enforces this Usage Policy through a graduated response approach. Depending on the nature and severity of the violation, we may:

1. Issue a warning and request corrective action within a specified timeframe
2. Temporarily suspend your account or specific features until the issue is resolved
3. Permanently terminate your account without refund
4. Report the violation to law enforcement authorities if required by law

Serious violations (illegal activity, security threats, deceptive AI conduct, use for any of the contexts listed in Section 9 that we determine pose imminent harm, or actions that harm other users) may result in immediate account termination without prior warning.

We reserve the right to remove any content that violates this policy without prior notice.

12. Reporting Violations

If you believe someone is violating this Usage Policy, please report it to us:

Email: support@loophq.dev
Subject line: “Usage Policy Violation”

Please include in your report:

• A description of the violation
• The website, page, or messaging account where the violation occurred
• The date and time of the incident (if applicable)
• Any relevant evidence (screenshots, URLs, transcripts)

We investigate all reports and take appropriate action. We may not be able to disclose the outcome of investigations due to privacy considerations.

Visitors who believe an AI agent gave them incorrect or harmful information can report it through the process described in our AI Interaction Notice § 10.

13. Changes to This Policy

We may update this Usage Policy from time to time. Material changes will be communicated via email. The updated policy will be posted with a new effective date.

Your continued use of the Service after changes take effect constitutes acceptance of the updated policy.

14. Contact Us

If you have any questions about this Usage Policy, please contact us:

PROXYGIST LLC, doing business as LOOP
Email: support@loophq.dev
Website: loophq.dev