Acceptable Use Policy

Effective Date: July 2, 2026 Last Updated: July 2, 2026

1. Purpose

This Acceptable Use Policy ("AUP") describes conduct and content that is prohibited on OfficePilot (the "Service"), operated by Crown Strategic Solutions LLC ("Crown Strategic," "we," "us," or "our"). This AUP applies to all Tenants, Authorized Users, and any other person who accesses or uses the Service. It supplements and is incorporated into our Terms of Service.

Compliance with this AUP is your responsibility. Violations may result in suspension, termination, and, where applicable, referral to law enforcement or regulatory authorities.

By using the Service, you agree to comply with this AUP.

2. General Principles

You will use the Service:

Lawfully and in good faith
Only for legitimate business purposes
In compliance with all applicable federal, state, and local laws, including telecommunications, consumer protection, data protection, employment, and anti-discrimination laws
With respect for the rights, privacy, and security of your End Customers and other users of the Service
In a manner consistent with industry norms and the reasonable expectations of your End Customers

3. Prohibited Uses

You will not, and will not permit any Authorized User or third party using your account to:

3.1 Illegal Content and Activity

Engage in any illegal activity or promote illegal goods or services
Send communications that violate the Telephone Consumer Protection Act (TCPA), CAN-SPAM Act, CTIA Messaging Principles and Best Practices, 10DLC (A2P) requirements, or equivalent laws in other jurisdictions
Send communications without proper consent from the recipient
Fail to honor opt-out requests (STOP, UNSUBSCRIBE, END, QUIT, CANCEL)
Send communications after the recipient has opted out
Send messages using purchased, rented, or scraped contact lists
Send messages to phone numbers, email addresses, or other contact information obtained without proper consent
Engage in phishing, pretexting, or social engineering
Distribute malicious software, viruses, worms, trojans, or other harmful code

3.2 Prohibited SMS Content

The following content is strictly prohibited in SMS communications sent through the Service, regardless of whether the content is legal in your jurisdiction:

S.H.A.F.T. content: Sex, Hate, Alcohol, Firearms, or Tobacco (except where explicitly permitted and pre-approved for age-gated compliant campaigns)
Adult content or services: pornography, escort services, dating services with explicit content
Cannabis and CBD products: due to carrier restrictions in most U.S. jurisdictions
Gambling and sweepstakes: including online casinos, sportsbooks, and lottery-related content
Cryptocurrency and blockchain products: including cryptocurrency trading platforms, initial coin offerings, and crypto-related marketing
Payday loans, high-interest loans, and predatory lending
Debt collection: unless properly registered and compliant with FDCPA
Firearms, ammunition, and weapons sales
Illegal drugs and drug paraphernalia
Multi-level marketing schemes
Political campaign messaging: unless properly registered and compliant with campaign-specific rules
Charity and fundraising: unless properly registered
Content that violates carrier rules: including messaging that mobile carriers (AT&T, T-Mobile, Verizon, and others) have banned or restricted

Some of these content categories may be permitted through special registration processes. If you believe your business requires messaging in a restricted category, contact us before sending; we may deny access or require additional verification.

3.3 Consent and Opt-Out Violations

You will not:

Send messages to recipients who have not consented to receive them
Fail to include opt-out language (STOP or equivalent) in commercial messages
Fail to honor STOP requests immediately
Fail to log opt-outs and prevent future messaging
Send messages after a recipient has opted out
Send messages to phone numbers on the National Do Not Call Registry, unless a proper exemption applies
Send unsolicited commercial messages (spam) by any channel (SMS, email, voice, chat)

3.4 Impersonation and Misrepresentation

You will not:

Impersonate any person, business, or entity, including impersonating Crown Strategic or OfficePilot
Misrepresent your identity, business name, or affiliation
Use a name, phone number, sender ID, or return address that is misleading or that does not accurately identify you as the sender
Send messages that appear to come from a different business
Send communications on behalf of a business you are not authorized to represent

3.5 System Abuse

You will not:

Attempt to access accounts, data, or systems you are not authorized to access
Circumvent or disable security features or access controls
Reverse engineer, decompile, or attempt to derive source code from the Service
Use automated tools (bots, scrapers, spiders) except for legitimate integrations we expressly permit
Overload the Service with excessive requests
Interfere with, disrupt, or degrade the Service, its servers, or its networks
Conduct penetration testing or security research on the Service without our prior written consent
Use the Service to develop, train, or improve any artificial intelligence or machine learning model
Use the Service to build a competing product or service

3.6 Data and Privacy Violations

You will not:

Collect, use, or share personal information in violation of applicable privacy laws (including CCPA, GDPR, HIPAA, and equivalent laws)
Use the Service to process protected health information (PHI) unless you have signed a Business Associate Agreement (BAA) with us; the Service is not HIPAA-compliant by default
Share End Customer contact information with third parties without proper consent
Sell End Customer contact information
Use End Customer information for purposes outside the scope of the legitimate business relationship
Access, retain, or process personal information of individuals whose consent has expired or been withdrawn

3.7 Fraudulent and Deceptive Practices

You will not:

Engage in fraudulent billing or invoicing
Send fake invoices, phishing links, or deceptive payment requests
Use the Service to run pyramid schemes, Ponzi schemes, or similar fraudulent enterprises
Misrepresent the price, availability, or quality of goods or services
Make false or misleading claims about products, services, or affiliations
Engage in bait-and-switch or misleading advertising practices

3.8 Harassment and Harmful Content

You will not use the Service to:

Harass, threaten, intimidate, or abuse any person
Send communications that are defamatory, libelous, slanderous, or that violate a person's right of privacy or publicity
Send communications containing hate speech or discriminatory content targeting protected classes
Encourage or incite violence against individuals or groups
Send communications intended to distress, deceive, or manipulate vulnerable individuals

3.9 Intellectual Property Violations

You will not:

Upload, share, or transmit content that infringes any third party's intellectual property rights (copyright, trademark, patent, trade secret)
Use another business's trademarks, logos, or branding without authorization
Distribute unauthorized copies of copyrighted materials
Falsely claim ownership of content

4. SMS-Specific Requirements

Because SMS is a heavily regulated channel and OfficePilot's SMS features rely on shared carrier infrastructure, we impose additional requirements on all SMS use:

4.1 Consent Documentation

You must document End Customer consent for SMS communications. Acceptable documentation includes:

Timestamped records from an online form where the End Customer explicitly checked a box agreeing to receive SMS
Recorded phone calls where consent is captured verbally (with the End Customer's knowledge that the call is recorded)
Written or electronic records showing that the End Customer provided their phone number in a context where SMS was clearly disclosed as a communication method

Retain consent documentation for at least four (4) years or the period required by applicable law, whichever is longer.

4.2 Message Content Requirements

Every SMS you send through the Service must:

Clearly identify the sending business (e.g., "ABC Plumbing:" at the start)
Include opt-out language (e.g., "Reply STOP to opt out") in the first message and periodically thereafter
Be relevant to the End Customer's relationship with your business
Be sent at reasonable hours (typically no earlier than 8:00 AM and no later than 9:00 PM in the recipient's local time, unless the recipient has explicitly agreed to different hours)

4.3 Opt-Out Compliance

You must:

Honor opt-out requests immediately upon receipt
Confirm opt-out with a single confirmation message (permitted by TCPA)
Never contact an opted-out number again through SMS unless the End Customer explicitly opts back in
Not use different phone numbers or business identities to circumvent an opt-out

4.4 Compliance with Twilio and Carrier Rules

The Service delivers SMS through Twilio, Inc. You must comply with:

Twilio's Messaging Policy (https://www.twilio.com/legal/messaging-policy)
The Campaign Registry (TCR) 10DLC requirements
CTIA Messaging Principles and Best Practices
Wireless carrier rules and prohibited content lists

Non-compliance may result in:

Immediate suspension of SMS features
Fines and penalties assessed by carriers or regulators
Termination of your account
Referral to law enforcement or regulatory authorities

5. Voice and Phone Communications

If you use OfficePilot's voice or phone features:

Comply with all applicable laws, including TCPA, state calling rules, and Do Not Call Registry requirements
Identify yourself and your business at the beginning of each call
Disclose that a call is being recorded, where applicable law requires disclosure
Do not use automated calls (robocalls) or artificial or prerecorded voice without proper consent
Do not spoof caller ID or otherwise misrepresent the origin of calls

6. Email Communications

If you use OfficePilot's email features:

Comply with the CAN-SPAM Act (US), CASL (Canada), GDPR (EU), and other applicable anti-spam laws
Include a valid physical postal address in commercial emails
Provide a clear and functional unsubscribe mechanism
Honor unsubscribe requests within 10 business days
Use accurate "From," "To," and "Reply-To" information
Use accurate subject lines that are not deceptive

7. Payment Processing

If you use OfficePilot's payment processing features (powered by Stripe):

Comply with Stripe's terms of service and prohibited business categories
Do not process payments for prohibited goods or services (as defined by Stripe)
Do not use payment processing to launder funds or evade regulatory requirements
Protect payment card information according to PCI DSS standards
Do not use the Service for cash advances, gambling proceeds, or other prohibited financial activities

8. AI Features

If you use OfficePilot's AI features (including AI receptionist, AI chat, AI content generation):

Do not use AI features to generate content that violates this AUP
Do not use AI features to impersonate real individuals or generate content falsely attributed to real people
Do not use AI-generated content to deceive or mislead End Customers about the nature of the interaction (except where AI communication is expected and disclosed, such as an AI receptionist that is clearly identified)
Review AI-generated content before sending it to End Customers or acting on it externally
Do not attempt to extract, reverse engineer, or replicate the AI models powering the Service

9. Reporting Violations

If you become aware of a violation of this AUP, whether by yourself, another Tenant, or an End Customer, please report it to:

Email: support@officepilot.biz Subject line: "AUP Violation Report"

Include:

A description of the violation
The affected parties (if known)
Timestamps and any supporting evidence
Your contact information

We investigate all reports in good faith and take appropriate action.

10. Enforcement

10.1 Investigation

We may investigate suspected violations of this AUP. Our investigation may include:

Reviewing your account activity, messages, and content
Contacting you or Authorized Users for additional information
Preserving evidence for potential legal or regulatory proceedings
Cooperating with law enforcement and regulatory authorities

10.2 Consequences

Violations of this AUP may result in:

Warning: for minor or first-time violations, we may issue a warning and require corrective action
Feature suspension: we may suspend specific Service features (e.g., SMS, voice, email) without suspending the entire account
Account suspension: for serious or repeated violations, we may suspend your account, blocking access until you resolve the issue
Account termination: for severe violations, repeated warnings, or unresolved issues, we may terminate your account entirely (per Section 13 of the Terms of Service)
Financial penalties: you may be responsible for fines, penalties, or costs assessed by carriers, regulators, or third parties as a result of your violation
Legal action: we may pursue legal remedies, including injunctive relief and damages
Referral to authorities: we may refer serious violations to law enforcement, regulatory authorities, or industry watchdogs

10.3 No Advance Notice Required

We reserve the right to take enforcement action without advance notice, particularly in cases involving:

Immediate risk to the security or integrity of the Service
Immediate risk to other users
Suspected illegal activity
Regulatory or carrier demands
Ongoing spam, harassment, or abuse

10.4 No Waiver

Our decision not to enforce a particular provision of this AUP in a specific instance does not waive our right to enforce it in the future.

10.5 Cooperation

You agree to cooperate with our investigations and provide requested information promptly. Failure to cooperate is itself a violation of this AUP.

11. Third-Party Reporting

If we receive a credible report of misuse from a third party (including a carrier, an End Customer, a regulator, or an industry watchdog), we will investigate. We may:

Contact you for additional information
Suspend affected features while we investigate
Take enforcement action per Section 10 based on our findings

You agree that we may share information about you with third parties as reasonably necessary to investigate reports or defend against claims.

12. Changes to This AUP

We may update this AUP from time to time to reflect changes in laws, regulations, industry standards, carrier requirements, or our Service. When we make material changes, we will:

Update the "Last Updated" date at the top of this AUP
Notify Tenants by email or in-app notification

Continued use of the Service after changes take effect constitutes acceptance of the updated AUP.

13. Contact Information

For questions about this Acceptable Use Policy:

Crown Strategic Solutions LLC Attn: Compliance 514 E Huron Ave Bad Axe, MI 48413 Email: support@officepilot.biz Website: https://officepilot.biz

For urgent compliance concerns or to report an ongoing violation, please email support@officepilot.biz with "URGENT COMPLIANCE" in the subject line.

By using OfficePilot, you acknowledge that you have read, understood, and agreed to this Acceptable Use Policy.