Acceptable Use Policy

1. Purpose

This Acceptable Use Policy is part of the Terms of Service. It sets out how you may use Confirmly. Calls made through Confirmly use telecom routes that we and other merchants depend on, so misuse by one store can harm everyone.

2. What you may use it for

You may use Confirmly to call a customer about an order that customer placed on your Shopify store, to:

• confirm the order, its items and its total;
• confirm or correct the delivery address;
• ask about delivery timing; and
• record whether they want to keep or cancel the order, and why.

3. What you must not do

• Make promotional, marketing, sales, upselling or cross-selling calls, or add offers or advertising to the call.
• Call anyone who has not placed an order on your store, or import, upload or add phone numbers from any other source.
• Make debt collection, payment recovery, survey, political, religious or charity calls.
• Use the Service to harass, threaten, mislead or pressure anyone, or to impersonate any person or organisation.
• Use the Service for orders of goods or services that are illegal in India or in the customer’s location, or for fraud.
• Configure the calls to collect passwords, OTPs, card or bank details, government ID numbers, health information or other sensitive personal data.
• Call outside reasonable hours, or break any TRAI regulation, including the Telecom Commercial Communications Customer Preference Regulations, 2018.
• Try to disable the agent’s disclosure that it is an automated assistant.
• Reverse engineer, copy, overload, test the security of or interfere with the Service, or access it other than through the app.
• Create stores or reinstall the app to get free credits again, or otherwise get around billing.
• Resell the Service or use it to provide calling services to other businesses without our written agreement.

4. Complaints from customers

If a customer complains about calls made through your store, you must respond promptly and stop calling that customer if they ask. We may share the details we need with you to resolve the complaint.

5. Enforcement

We may investigate suspected breaches of this policy. If we believe you have broken it, we may warn you, pause calling, suspend or terminate your access, and report unlawful activity to the authorities. Where the risk is serious, we may act without notice. You remain responsible under the Terms for calls made through your store.

6. Report misuse

If you received a call you believe breaks this policy, tell us the date, time and the number that called you, and we will investigate.

Frostleaf LLP
Email: business@frostleaf.co