Purpose
This Acceptable Use Policy ("AUP") sets the boundaries of what customers, end-users, and visitors may and may not do with Callbend. It applies in addition to our Terms of Service and any Customer Agreement we sign with you.
The goal isn't to be punitive. It's to make sure Callbend stays useful for legitimate businesses, that the people whose calls Callbend handles are treated fairly, and that we don't become an accessory to the small set of bad actors that ruin tools like this for everyone.
Who this applies to
- Customers — the businesses that contract with Callbend to deflect calls.
- Visitors — anyone using callbend.com or callbend.ai for any purpose.
- End-users — the callers whose phone calls are deflected by the platform are entitled to certain protections under this policy. They are not bound by it as users themselves, but customers must operate within these rules with respect to their callers.
Permitted use
Callbend is designed to deflect routine inbound calls in legitimate business contexts, including:
- Customer service intake and triage.
- Self-service for benefits, claims, account, and order inquiries.
- Appointment scheduling and confirmations.
- Payment status, statements, and basic account management.
- Provider, vendor, or partner-facing self-service.
- Other business-to-customer call handling that complies with this AUP and applicable law.
Prohibited content & conduct
You may not use Callbend to:
- Place outbound calls for telemarketing, robocalling, debt collection from unrelated parties, political campaigning, or any unsolicited commercial calls (Callbend is built only for handling inbound calls a customer has consented to forward).
- Impersonate a government agency, law-enforcement body, court, or any party other than the customer of record.
- Conduct fraud, phishing, vishing, social engineering, or any deceptive practice intended to extract money, credentials, or personal data under false pretenses.
- Threaten, intimidate, harass, or extort callers.
- Discriminate against callers on the basis of any protected class.
- Generate or transmit content that sexualizes minors, incites violence, or facilitates illegal activity.
- Process payment card data via the voice channel in a way that violates PCI-DSS (we do not provide a PCI-compliant card capture path).
- Distribute malware, run command-and-control infrastructure, or otherwise abuse compute resources.
- Reverse-engineer the platform, defeat rate limits, or attempt to extract model weights, prompts, or other confidential material.
Call handling rules
When deploying Callbend on inbound calls, customers must:
- Disclose to callers that the call is being handled by an AI agent and that the call may be recorded, in compliance with applicable consent and disclosure laws (including all-party-consent jurisdictions).
- Provide a clear path for callers to request transfer to a human agent. Callbend will respect such requests; customers must not configure prompts to suppress or undermine them.
- Not deceive callers about the identity of the customer (the calling business) or the purpose of the call.
- Not use Callbend in jurisdictions where doing so would violate law (including local laws restricting AI-assisted phone interactions).
Data & PHI
Callbend processes call audio, transcripts, and metadata on behalf of customers. Customers are the data controllers; Callbend is the processor.
- Customers handling Protected Health Information (PHI) must execute a Business Associate Agreement (BAA) with Callbend before sending PHI through the platform.
- Customers are responsible for the lawful basis on which they collect and process the personal data of their callers.
- Callbend will not voluntarily disclose call content to third parties except as required by law or as set out in the Customer Agreement and applicable Data Processing Addendum.
- Recordings stream directly to customer-controlled storage; Callbend does not retain long-term recordings on its own infrastructure.
Reporting abuse
To report a suspected violation of this AUP — whether you're a caller who has been mistreated, a customer who's spotted misuse, or a third party concerned about how Callbend has been deployed — email navin@iwnventures.com with the subject line "AUP report."
We investigate every report. Reporters are not retaliated against. We do not share reporter identity with the subject of the report unless legally required.
Enforcement
Where a violation is suspected, we may, depending on severity:
- Investigate and request information from the customer.
- Suspend specific tools, prompts, or routing rules.
- Suspend or terminate the customer's account in whole or in part.
- Cooperate with law enforcement to the extent legally required.
Severe violations — particularly fraud, threats, or abuse of vulnerable callers — result in immediate termination without prior notice. Where appropriate, we will refund prepaid platform fees for the unused portion of the billing period; per-deflection charges are not refundable.
Changes
We may update this AUP from time to time. The "Effective" date at the top will reflect any update. Material changes will be communicated to customers in advance of taking effect.
Contact
Questions, reports, or concerns about this AUP:
IWN Ventures LLC (operator of Callbend)
725 Hopewell Place Drive
Milton, Georgia 30004
United States
navin@iwnventures.com