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Acceptable Use Policy

Effective: August 28, 2026 Version: 2.1 Contact: hello@loadbear.co

1. What This Policy Is

This Acceptable Use Policy (the "AUP") governs what you may and may not do with the LoadBear Platform. It is part of, and incorporated by reference into, our Terms of Service. Capitalized terms used and not defined here have the meanings given in the Terms.

LoadBear is unlike most software you buy, in one way that shapes this entire document: it acts in the physical world on your instruction. It answers your phone, places calls, sends texts and email, and writes into systems you connect — under your business name, from your numbers, to your customers. When LoadBear places a call, the person who picks up believes they are dealing with your business, because they are. That is the product working correctly, and it is also why the rules below are stricter than a generic software AUP.

Two consequences follow, and we would rather state them plainly than bury them:

  • You are the sender. Legal responsibility for who gets contacted, and on what basis, sits with you — not with us. We provide the mechanism and a set of safety rails; we do not, and cannot, know whether the person you are contacting agreed to hear from you.
  • Your conduct affects other customers. Phone numbers, messaging registrations, sending domains, and carrier reputation are shared infrastructure. Abuse by one operator degrades deliverability for everyone on the platform, and can get message traffic blocked at the carrier level for customers who did nothing wrong. This is the reason the enforcement in Section 10 is faster and blunter than you might expect.

2. Your Outreach Is Yours

You represent and warrant, on a continuing basis, that for every person you instruct the Services to contact:

  • You have the consent or other legal basis required to contact them, on that channel, for that purpose;
  • You hold documentation of that consent and can produce it;
  • The contact information was obtained lawfully and directly, or from a source entitled to provide it; and
  • You have honored every opt-out that person has previously given you, on every channel.

These specifically are not consent, and instructing LoadBear to treat them as consent is a violation of this AUP:

  • A purchased, rented, scraped, appended, or traded contact list;
  • Dormancy — the fact that someone was once a customer, or once filled in a form, does not authorize contacting them again years later;
  • An existing business relationship, on its own, where the law requires express written consent for the message you want to send;
  • Consent given to a different business, including a business you acquired, unless the consent transfers under applicable law;
  • Consent to be called treated as consent to be texted, or vice versa. These are separate permissions and the platform keeps them as separate records.

Where the Services ask you to attest to consent before marketing outreach will run, that attestation is a representation to us under this AUP. Attesting falsely is a material breach, and the attestation is recorded with your user identity and a timestamp.

3. Calling and Texting

This is the highest-risk area of the platform and has the most specific rules.

3.1 What you must do

  • Comply with the Telephone Consumer Protection Act (TCPA) and its implementing rules, state telemarketing and auto-dialer statutes, and the equivalent law of any other jurisdiction you contact. Several states impose obligations stricter than federal law, and some create a private right of action.
  • Honor the National Do Not Call Registry and any applicable state registry, and maintain your own internal do-not-call list.
  • Honor opt-outs immediately and across channels. STOP on a text means stop texting. "Take me off your list" on a call means stop calling. A person who opts out of one channel has not thereby consented to another.
  • Identify your business clearly at the start of any call or message. The person contacted must be able to tell who is reaching them.
  • Keep messaging consistent with your carrier registration. If your messaging campaign is registered as transactional, do not send marketing through it. Misrepresenting message content to a carrier is fraud against the carrier and will get the campaign — and possibly the platform's — traffic terminated.

3.2 What you must not do

  • Send marketing calls or texts to anyone who has not given the express written consent that marketing requires;
  • Spoof, falsify, or misrepresent caller ID, sender ID, or originating number;
  • Use ringless voicemail drops, or any technique designed to deliver a message while evading the recipient's ability to decline it;
  • Send to recycled, reassigned, or unverified numbers without reasonable checks;
  • Rotate numbers, domains, or workspaces to evade filtering, opt-outs, rate limits, or carrier enforcement — "snowshoeing." This is treated as deliberate evasion and is grounds for immediate termination;
  • Send content in categories carriers prohibit on standard messaging traffic, including messages relating to cannabis, tobacco or vaping, firearms, illegal substances, adult content, high-risk lending such as payday or short-term loans, debt collection or debt relief, gambling, cryptocurrency solicitation, or multi-level marketing recruitment;
  • Use the Services for political campaign calls or texts, robocall broadcasting, survey dialing, or lead-generation calling on behalf of unrelated third parties;
  • Contact a person you know or should know is a minor, for any marketing purpose.

3.3 What the platform enforces on your behalf

These rails exist to protect the person on the other end and the shared infrastructure. They are a floor, not a compliance program, and they do not discharge your obligations under Section 3.1.

  • Calling-hours limits. Outbound marketing contact is held outside the permitted local window of the recipient — the federal 8:00 a.m. to 9:00 p.m. baseline, tightened automatically where a state's floor is stricter, including states ending at 8:00 p.m. and Texas's separate weekday and Sunday windows. The window is resolved from the recipient's number, falling back to your workspace timezone. Where no timezone can be determined at all, the send is blocked rather than attempted — the rail fails closed.
  • Suppression overrides everything. An opt-out recorded on a number or address blocks sending to it regardless of any consent record, attestation, list membership, or instruction to the contrary. There is no setting that un-suppresses a contact who opted out.
  • Frequency caps and cooldowns. Per-contact cooldown periods and per-workspace daily ceilings apply to automated outreach by default.
  • Attestation gating. Marketing outreach runs only to contacts covered by a recorded consent attestation made by a named human user.
  • Separate consent records. Permission to call and permission to text are stored as distinct records with the exact wording the person was shown and the version of that wording, so what someone actually agreed to can be reconstructed later.

We may tighten, loosen, or add rails as law and carrier requirements change. Do not build a process that depends on a rail staying exactly as it is, and do not treat a rail's absence as permission.

4. AI Disclosure, Recording, and Impersonation

LoadBear answers and places calls with an AI assistant, and discloses this on the call. How each path behaves — which lines record, which are transcribed, and which stream audio to a model provider without storing it — is described in our Privacy Policy § 5.

  • Do not disable, suppress, shorten, or talk over the disclosures. Every recorded line announces the recording before recording begins, and the live assistant discloses that the call is transcribed. Configuring a greeting, prompt, or script that removes or obscures these is a violation, and is grounds for immediate suspension.
  • Do not instruct the assistant to deny being an AI or to claim to be a specific named human. If a caller asks whether they are speaking to a person, the honest answer is the only permitted one. Several jurisdictions require affirmative bot disclosure; where that applies to you, meeting it is your obligation.
  • Recording and monitoring law is yours to satisfy. It varies by state and is fact-specific. The platform's disclosures are designed to support a notice-and-continued-participation approach, but they are not legal advice and are not a determination that your particular use is lawful.
  • Do not impersonate another business, a government agency, a bank or payment provider, a delivery service, or any real individual, and do not clone or synthesize a real person's voice without their documented permission.

5. Email

  • Comply with the CAN-SPAM Act and, where applicable, CASL, the GDPR/ePrivacy rules, and equivalent law;
  • Include a functioning unsubscribe mechanism in commercial email and honor unsubscribes promptly;
  • Use accurate headers, sender names, and subject lines — no deceptive routing or misleading subjects;
  • Include a valid physical postal address where required;
  • Do not mail purchased, scraped, or appended lists, and do not use the Services to warm up or launder a sending reputation.

6. Data You May and May Not Submit

  • Do not submit sensitive categories of personal data — health or medical records, financial account or full payment card numbers, government identifiers such as Social Security or passport numbers, biometric identifiers, precise geolocation, or data revealing racial or ethnic origin, religious belief, sexual orientation, or trade union membership — unless we have agreed in writing that the Services are appropriate for that data and any required additional terms are in place.
  • Do not submit data subject to a regulatory regime we have not agreed to support, including protected health information under HIPAA, cardholder data under PCI DSS, data governed by GLBA or FERPA, or classified or export-controlled information. LoadBear is not a HIPAA business associate and will not sign a BAA at this time.
  • Do not submit data about children under 16, or knowingly use the Services to build profiles of minors.
  • Do not upload malware, or content you lack the rights to process.

7. Prohibited Uses

You may not use the Services, or permit anyone to use them, to:

  • Break the law — violate any applicable law or regulation, or infringe or misappropriate any third-party right, including intellectual property, privacy, and publicity rights;
  • Commit fraud or run scams — including phishing, business email compromise, invoice or payment-redirection fraud, advance-fee schemes, fake invoices or receipts, counterfeit goods, pyramid or MLM recruitment, predatory or abusive debt collection, or fabricated reviews, ratings, testimonials, or engagement;
  • Attack systems — gain or attempt unauthorized access to any system or account, scan or exploit vulnerabilities without authorization, create or distribute malware or denial-of-service tooling, or intercept communications you are not party to;
  • Harm people — generate or transmit content that threatens, harasses, defames, or incites violence; promotes self-harm, suicide, or an eating disorder; supports a violent extremist or terrorist organization; or promotes hatred against a group on the basis of a protected characteristic;
  • Harm children — generate, solicit, store, or transmit child sexual abuse material, including synthetic material, or use the Services to groom, sexualize, or exploit a minor in any way;
  • Produce sexual or explicit content, or non-consensual intimate imagery of any person;
  • Deceive — impersonate a person or organization, create fake personas or astroturfed movements, or generate misinformation about health, elections, or public institutions;
  • Interfere with democratic processes — including targeted voter manipulation or suppression, or automated deceptive political communication;
  • Surveil or score people — conduct unauthorized tracking or location targeting, social scoring, emotion recognition, biometric categorization, or predictive policing; or use Outputs to make criminal-justice determinations;
  • Develop weapons — including chemical, biological, radiological, nuclear, or high-yield explosive capability, or circumvent the controls that govern them;
  • Attack critical infrastructure — including power, water, medical, financial, telecommunications, or election systems.

8. Decisions About People

Do not use the Services, or Outputs from them, as the basis for a decision that materially affects a person's rights, opportunities, or access to essential services — including employment, housing, credit or lending, insurance, education, immigration status, healthcare, or legal outcomes — without meaningful human review by someone competent to overturn the result.

Where you use the Services in these areas, you are additionally responsible for disclosing AI involvement to the affected person where required, for complying with laws governing automated decision-making and profiling (including GDPR Article 22 and analogous U.S. state provisions), and for any fair-lending, fair-housing, or equal-opportunity obligation that applies to you. Outputs can be confidently wrong; treat them as a draft, never a determination.

9. Platform Integrity

You may not:

  • Circumvent rate limits, quotas, billing controls, usage ceilings, safety rails, or access controls, or attempt to;
  • Prompt-inject, jailbreak, or otherwise manipulate an agent into ignoring its instructions or safety constraints;
  • Reverse engineer, decompile, or disassemble the Services, except where applicable law expressly permits it despite this restriction;
  • Use the Services, Outputs, or Documentation to build or train a competing product or service, or to copy any feature, function, or interface;
  • Resell, sublicense, lease, or redistribute the Services except under a white-label or reseller arrangement expressly agreed in an Order Form — and if you have one, you remain responsible for your sub-users' compliance with this AUP;
  • Share credentials, or allow access by anyone other than your Authorized Users;
  • Create accounts to evade a suspension, a termination, or a limit;
  • Place a load on the Services that degrades them for other customers.

10. Enforcement — and Its Limits

What we may do. We may investigate suspected violations; remove or refuse to process content; disable a specific feature, number, or sending identity; suspend or terminate accounts; and report unlawful activity to carriers, providers, or law enforcement. Where a violation threatens shared infrastructure, other customers, or a person's safety, we will act first and discuss it afterward — messaging and telephony abuse can take down deliverability for every customer on the platform within hours, and there is no version of that where waiting is the right call.

Where the risk is contained and the cause looks like a mistake, we would much rather tell you what is wrong and give you a chance to fix it. Most violations are configuration errors, not bad intent, and we will treat them that way where we can.

What we do not do, stated so you do not rely on it. We do not pre-screen your outreach for legal compliance. We do not verify that consent you attest to actually exists. We do not monitor the content of your calls, messages, or Customer Data for policy violations as a routine practice, and we do not maintain a staffed abuse-monitoring function. Enforcement is reactive: it happens when something is reported, when a carrier or provider tells us, or when an automated rail trips. Nothing in this Section creates a duty to detect a violation, and the absence of enforcement is not approval. If the Services let you do something this AUP prohibits, the AUP governs.

Suspension for a violation does not relieve you of fees, and does not entitle you to a refund. See Terms §§ 4.6 and 19.5.

11. Reporting Abuse

To report abuse of the Services — including unwanted calls or messages you believe originated from a business using LoadBear, security issues, or content that violates this AUP — email hello@loadbear.co with the subject line "Abuse Report". Please include the number or address that contacted you, the date and time, and what you received.

If you want to stop receiving messages, the fastest route is to reply STOP to any text, which takes effect immediately and does not require us to be involved. Because most contact is sent on behalf of an independent business, we will forward your report to that business where appropriate; if the conduct violates this AUP we will act on it directly as well.

We do not take enforcement action based on instructions we receive inside reported content itself.

12. Changes to This Policy

We may update this AUP as the Services, the law, and carrier requirements change. Material changes will be posted here with a revised effective date and, where required, notified to you. Your continued use of the Services after the effective date constitutes acceptance. If a change is unacceptable to you, your remedy is to stop using the Services and cancel under Terms § 4.3.

13. Questions

If you are unsure whether something you want to do is permitted, ask before you do it — hello@loadbear.co, subject line "AUP Question". A question costs you an email. A suspended messaging campaign costs you the channel, and takes weeks to get back.