Acceptable Use Policy

1. Purpose and scope

This Acceptable Use Policy (the "AUP") describes what you may not do with the Dispatch Bros platform (the "Platform") operated by Dispatch Bros Inc. It applies to every tenant business that subscribes to Dispatch Bros (a "Tenant") and to every person who uses the Platform through a Tenant workspace, including owners, admins, dispatchers, technicians, and any other invited users.

This AUP supplements our Terms of Service and Privacy Policy. The Tenant is responsible for the conduct of every user it invites or grants access to, and for the data the Tenant uploads, generates, or transmits through the Platform.

Violations of this AUP may result in suspension, restriction, throttling, feature disablement, or termination of access as described in Section 12. Dispatch Bros does not have a duty to proactively review every message, call, or piece of content sent through the Platform, and we do not monitor all communications. We may, however, investigate when we receive a report or detect a signal of abuse.

2. No spam or unlawful messaging

You will not use the Platform to send spam or any communications that violate applicable anti-spam, telemarketing, or consumer-protection laws, or that violate the rules of carriers or providers used by the Platform. This applies to every channel the Platform supports, including SMS, WhatsApp, voice calls, email, push notifications, and any other customer-facing messaging.

• No bulk unsolicited marketing messages, blast SMS without lawful consent, or automated calls that violate applicable robocall and auto-dialer rules.
• No use of purchased, scraped, harvested, or rented contact lists that you do not have lawful authority to message.
• No evasion of opt-outs, including by switching numbers, campaigns, brands, or workspaces to keep messaging a recipient who opted out.
• No use of the Platform's features to amplify unsolicited messaging across multiple Tenants or accounts you control.

3. Consent and opt-out obligations

You must obtain every consent required by applicable law before sending SMS, WhatsApp messages, voice calls, recorded calls, marketing communications, or automated/templated communications, and you must keep records of those consents in a way that lets you respond to a regulator, a carrier, or a provider audit.

• You must honor STOP, HELP, START, do-not-call, do-not-text, WhatsApp opt-outs, customer complaints, and any direct opt-out request you receive — even if it arrives outside the Platform.
• The Platform detects basic SMS opt-out keywords (STOP, HELP, START) on inbound traffic and applies an opt-out flag to the matching customer record. This Platform-level handling is a backstop, not a substitute for your own legal compliance program. It does not catch opt-outs received through other channels (email, voicemail, in person, on a job site, etc.) and does not relieve you of your obligations.
• You are responsible for maintaining sender / brand / campaign / number registration where required (including 10DLC brand and campaign registration for U.S. SMS) and for ensuring that the registered intent matches the content you actually send.

4. Telecom, caller ID, 10DLC, carrier, and WhatsApp rules

The Platform's SMS and voice features are delivered through Telnyx and the underlying carriers. WhatsApp messaging is delivered through Meta's WhatsApp Business Platform. Use of these features is subject to carrier rules, the U.S. 10DLC brand-and-campaign regime, the rules of Telnyx and Meta, applicable telecommunications and consumer-protection laws, and Apple / Google app-store rules where applicable.

• No deceptive caller ID, no spoofing, and no impersonation of another person, business, government agency, or regulator.
• No abuse of number masking, caller-ID privacy, or anonymization features to harass, defraud, or evade opt-outs.
• No misrepresentation of brand, business name, intended use, opt-in source, or message volume in any 10DLC, carrier, Telnyx, or WhatsApp registration.
• No use of WhatsApp templates outside their approved category or for prohibited content under Meta's WhatsApp Business Policy.
• No attempts to bypass carrier filters, throttling, or provider-side enforcement actions.

Carriers, Telnyx, Meta, and the underlying networks may filter, throttle, suspend, or block messages or accounts at their discretion. Dispatch Bros does not guarantee delivery, throughput, or that any specific number, brand, campaign, or WhatsApp Business Account will remain available.

5. Call recording rules

When call recording is enabled at the Tenant level, the Platform may capture and store recordings of inbound or outbound voice calls. You may not enable or use call recording in any way that violates applicable law.

• You are responsible for determining whether call recording is permitted in each jurisdiction where you make or receive calls, including jurisdictions with one-party, two-party, or all-party consent rules.
• You must provide every required notice or disclosure to call participants and obtain every required consent before a recorded call begins.
• You must disable recording where it is not lawful, and you must not use recordings for purposes outside the lawful scope of the consent obtained.

6. No fraud, scams, phishing, impersonation, or deceptive conduct

You will not use the Platform to commit or facilitate fraud, scams, phishing, or other deceptive conduct.

• No fake invoices, fake payment requests, or fake collection attempts, including through SMS, WhatsApp, email, or voice.
• No impersonation of Dispatch Bros, of another business, of a customer, of a regulator, or of any other person.
• No social engineering, false urgency, or coercive communications designed to extract payment, credentials, or sensitive information.
• No phishing of credentials, two-factor codes, payment methods, government IDs, or other sensitive information.
• No deceptive job, dispatch, or estimate communications used to bait customers into unauthorized charges or visits.

7. No harassment, threats, hate, exploitation, or illegal content

You will not use the Platform to send, store, or transmit:

• Harassment, threats, intimidation, stalking, or abusive communications.
• Hate speech, slurs, or content targeting protected characteristics with the purpose or effect of discrimination or incitement.
• Sexual content involving minors in any form, including child sexual abuse material (CSAM). This is an absolute prohibition.
• Sexual exploitation, non-consensual intimate imagery, or content that targets vulnerable individuals.
• Promotion or facilitation of violence, terrorism, weapons trafficking, or other clearly illegal goods or services.
• Other content that violates applicable law or the rules of the providers used to deliver Platform features.

8. AI acceptable use

The Platform offers optional AI features that may generate summaries, message drafts, insights, and other text. You may not use those features to do anything that would violate this AUP if done manually, and you may not use them in a way that violates the rules of the AI provider that powers them.

• No AI-generated spam, scams, phishing, harassment, hate, or illegal instructions.
• No AI-generated impersonation, fake invoices, fake payment requests, or deceptive customer communications.
• No use of AI to bypass platform, carrier, or provider filters, including by laundering prohibited content through paraphrase or template generation.
• You must review AI output before relying on it, sending it to a customer, or using it as a system of record. AI output may be inaccurate, outdated, or incomplete.
• AI features do not replace professional judgment. Do not use AI output as legal, tax, accounting, medical, emergency, or safety-critical advice, or as a substitute for human dispatcher review.

9. Security, scraping, abuse, and interference

You will not attempt to compromise the security, integrity, or availability of the Platform, the data of any other Tenant, or any underlying provider.

• No scraping, mass-export, or harvesting of data from the Platform except through features we provide for that purpose.
• No sharing of credentials in a way intended to evade per-tenant pricing, per-user limits, or rate limits, and no use of one workspace to operate the businesses of multiple unrelated entities in order to evade those limits.
• No unauthorized access to other workspaces, other users, or any data you are not entitled to.
• No probing, scanning, vulnerability testing, fuzzing, or penetration testing of the Platform without prior written permission from Dispatch Bros.
• No bypassing of authentication, multi-factor checks, rate limits, web application firewalls, or any other access control or abuse-prevention mechanism.
• No malware, viruses, exploit code, or other harmful code, and no distribution of such material through the Platform.
• No denial-of-service or resource-exhaustion activity, and no activity that interferes with another Tenant's use of the Platform.
• No reverse engineering, decompilation, or extraction of source code, except to the extent applicable law expressly permits despite this restriction.

10. Payment and billing abuse

You will not use the Platform's billing or payment-collection features (including Stripe Connect for tenant-to-customer payments) to commit or facilitate financial abuse.

• No fraudulent payment collection, no charging customers without authorization, and no use of the Platform for money laundering, sanctions evasion, or other illegal financial conduct.
• No fake or inflated invoices, no double-charging, and no fees or surcharges that violate applicable consumer or payment-network rules.
• No use of the Platform to abuse refunds, chargebacks, or dispute mechanisms — for example, by issuing fake disputes, fabricating chargeback evidence, or coercing customers about disputes.
• No misleading customer payment requests, including SMS / WhatsApp / email payment links that misrepresent the merchant identity, the amount, or the underlying service.

11. Data and privacy misuse

You will only upload, generate, or transmit data through the Platform that you have the legal right and authority to process for the purposes described in our Privacy Policy.

• No upload of personal information without the rights or consents required to process it through Dispatch Bros and the providers listed in our Subprocessors page.
• No use of customer data outside lawful business purposes, including no unlawful sale, transfer, or export of customer records to third parties.
• No misuse of technician GPS data, including for surveillance unrelated to dispatch, retaliation against workers, or sharing with parties who do not have a lawful need.
• No use of the Platform to profile, track, or target individuals for unlawful purposes, including unlawful discrimination.

For information on what data is retained or anonymized when an account is deleted, see our Account Deletion page.

12. Provider and platform enforcement

Dispatch Bros may investigate suspected violations of this AUP, our Terms, or applicable law, and may take action that we reasonably believe is needed to protect the Platform, other Tenants, end-customers, our providers, and ourselves. Possible actions include:

• Suspending, restricting, throttling, or disabling specific features for an account — for example, SMS, WhatsApp, voice calling, call recording, AI, or payment-collection features — in part or in full.
• Suspending or disabling push notifications, mobile app access, or new-user invitations.
• Suspending or terminating an entire workspace.
• Acting at the direction of a carrier, Telnyx, Meta / WhatsApp, Stripe, or an app store when those providers require us to take action with respect to an account or a class of activity.
• Preserving records and cooperating with law enforcement, regulators, courts, or other authorities where legally required, where reasonably necessary to investigate serious abuse, or where required to defend the Platform or another party from harm.

We will provide notice where reasonably practicable, but we may act immediately and without prior notice when we reasonably believe that delay would cause harm, expose other users, jeopardize provider relationships, or prejudice legal or compliance obligations. Enforcement is discretionary; we may choose not to act on a specific report if we judge it not to require action, and our choosing not to act on one matter is not a waiver of our rights to act on another.

13. Reporting violations

If you believe someone is violating this AUP — for example, another Tenant, an employee of a Tenant, or a third party using the Platform — please report it. We take reports seriously and prioritize abuse, fraud, telecom-compliance, and child-safety matters.

Abuse / privacy reports: privacy@dispatchbros.ai

General contact: info@dispatchbros.ai

Mailing address: Dispatch Bros Inc., 2 Mockingbird Cir C1, Houston, TX 77074

When you report, please include where possible:

• The workspace or company name involved.
• The account email associated with the conduct.
• A description of what is happening and when it occurred.
• Any supporting evidence you can share — screenshots, message IDs, phone numbers, recordings (where lawful to share), or copies of the messages you received.
• Your contact information, so we can follow up if we need more detail.

For broader privacy questions, see our Privacy Policy. For account-deletion requests, see our Account Deletion page.

This Acceptable Use Policy describes our current rules of use. It is not legal advice. Tenants should consult their own counsel regarding their obligations under communications, recording, payment, employment, consumer-protection, and privacy laws.