Acceptable Use Policy

1. Overview

This Acceptable Use Policy (“AUP”) governs how Customers of StrideVoice (operated by HandyMack Tech & Home Services LLC) may use the AI phone agent platform. This AUP is incorporated by reference into the StrideVoice Terms of Service (stridevoice.com/terms) and applies to all Customers and their authorized users.

StrideVoice provides a powerful communications tool. With that power comes responsibility. Telephone communications are heavily regulated under federal and state law, and AI-powered voice agents are subject to evolving regulatory requirements. By using the Services, you represent that you understand and will comply with all applicable legal requirements.

Failure to comply with this AUP may result in suspension or termination of your account without refund and may subject you to legal liability.

2. Permitted Uses

StrideVoice is designed for legitimate business use by home service contractors. Permitted uses include:

• Answering inbound calls from customers seeking HVAC, roofing, plumbing, electrical, handyman, painting, or related home service inquiries;
• Collecting caller information (name, phone number, service request details) for follow-up by your business;
• Scheduling or confirming service appointments on behalf of your business;
• Triaging emergency service requests and connecting callers to on-call technicians where appropriate;
• Providing accurate information about your business’s services, hours, pricing, and policies as configured in your knowledge base;
• Sending SMS follow-up messages to callers who have provided consent to receive them;
• Generating call logs, transcripts, and summaries for internal business use;
• Using integration features to synchronize appointment data with your CRM, calendar, or scheduling software.

3. Prohibited Uses

The following uses of StrideVoice are strictly prohibited:

3.1 Fraud and Misrepresentation

• Configuring your AI agent to make false or materially misleading statements about your business, qualifications, licensing, insurance, pricing, or services;
• Using the AI agent to impersonate another business, contractor, brand, or government agency;
• Configuring agents to claim certifications, manufacturer authorizations, or licenses that your business does not hold;
• Using the platform to facilitate bait-and-switch pricing or deceptive trade practices in violation of FTC regulations or applicable state consumer protection laws.

3.2 Harassment and Abuse

• Using the AI agent to harass, threaten, intimidate, or abuse callers or any other individuals;
• Configuring agents to make repeated unwanted contacts to individuals who have requested to be removed from contact;
• Using the platform in connection with any scheme intended to harm, defraud, or exploit callers.

3.3 Illegal Robocalling and Telemarketing

• Using StrideVoice outbound calling features (where available) to make unsolicited marketing calls to consumers on the National Do Not Call Registry without required consent;
• Initiating automated calls to wireless numbers without prior express written consent as required by the TCPA;
• Using the platform for illegal robocalling, autodialing, or prerecorded message delivery in violation of applicable law;
• Spoofing caller ID in violation of the Truth in Caller ID Act or any applicable state law.

3.4 Privacy and Data Violations

• Recording calls without providing legally required consent disclosures in applicable two-party or all-party consent states;
• Collecting, storing, or using caller personal information in violation of applicable privacy laws;
• Using call data for purposes other than the legitimate business purpose stated to callers.

3.5 Other Prohibited Conduct

• Using the Services for any illegal purpose, including but not limited to unlicensed contracting, fraud, or money laundering;
• Attempting to circumvent any security feature, access control, or rate limit of the Services;
• Reselling or sublicensing access to the Services without written authorization from StrideVoice;
• Using the Services in a manner that disrupts the availability or performance of the platform for other customers.

3.6 Payment Data Collection

• Configuring AI agents to collect, solicit, or store payment card data (credit card numbers, CVVs, expiration dates, or bank account numbers) verbally from callers;
• Disabling, bypassing, or attempting to circumvent the automated PCI redaction system that removes financial data from call transcripts;
• Relying on StrideVoice’s AI agents as a payment collection channel. If you process payments, you must use the integrated Stripe payment link flow, your own PCI-compliant payment processor, or another secure method — not verbal collection through the AI agent.

4. Call Recording Consent Laws

4.1 Federal Law

Under federal law (18 U.S.C. § 2511), recording a telephone call requires the consent of at least one party to the call (one-party consent). Under federal law, recording a call of which you are a party is generally permissible without disclosing the recording to the other party. However, federal law establishes a floor; state laws may impose stricter requirements.

4.2 Two-Party (All-Party) Consent States

The following states require all parties to a telephone call to consent before the call may be recorded. If your business serves callers in any of these states, or if you operate in any of these states, you must configure your AI agent to provide a clear recording disclosure at the start of each call and obtain the caller’s consent before recording:

Note: This list reflects current law as of the date of this AUP and is subject to change. You are responsible for monitoring changes to applicable law. This list is provided for general guidance only and does not constitute legal advice.

4.3 Recommended Disclosure Language

StrideVoice builds the disclosure in at the platform level: every AI-answered call opens with a greeting that identifies the agent as an AI assistant and states that the call may be recorded. This disclosure is part of every agent’s greeting and cannot be disabled by configuration. If a caller verbally declines recording during the call, the platform stops recording that call and logs the caller’s choice.

The built-in disclosure is designed to satisfy the common notice-at-the-start-of-call requirement, and continuing the call after the disclosure is treated as implied consent. The platform does not currently support affirmative keypress consent capture (e.g., “Press 1 to consent”). If you determine that your jurisdiction or your callers’ jurisdictions require affirmative consent beyond the built-in disclosure, you must either disable recording for your agents or contact us before enabling recording. You remain responsible for this determination.

5. TCPA Compliance

The Telephone Consumer Protection Act (TCPA), 47 U.S.C. § 227, and the FCC’s implementing regulations impose significant requirements on telephone communications. Violations of the TCPA carry statutory damages of $500–$1,500 per violation and can result in class action liability.

5.1 Inbound Calls

Using StrideVoice to answer inbound calls from customers who have voluntarily called your business number is generally outside the scope of TCPA outbound call restrictions. However, you remain responsible for any SMS follow-up messages sent to callers and must obtain appropriate consent before sending marketing text messages.

5.2 Outbound Calls (Where Available)

If you use StrideVoice outbound call features to initiate calls to consumers:

• You must not use autodialing to cell phones without prior express written consent from the called party;
• You must not deliver prerecorded or artificial voice messages to residential lines without prior express written consent;
• You must honor Do Not Call (DNC) requests promptly and maintain an internal DNC list;
• Calls to numbers on the National Do Not Call Registry require either an established business relationship (with limitations) or prior express written consent;
• Outbound calls must include caller ID information identifying your business.

5.3 SMS Messages

All SMS messages sent through StrideVoice must comply with the TCPA and relevant CTIA guidelines. You must: (a) obtain prior express written consent before sending marketing text messages; (b) honor opt-out requests (e.g., STOP messages) immediately; (c) include your business name and opt-out instructions in marketing messages; and (d) not send messages to numbers on the DNC registry without consent.

6. AI Disclosure Requirements

6.1 FCC Declaratory Ruling on AI-Generated Voices

In February 2024, the Federal Communications Commission (FCC) issued a declaratory ruling confirming that calls using AI-generated voices constitute calls made with an “artificial or prerecorded voice” under the Telephone Consumer Protection Act (TCPA). This ruling applies to outbound calls made using AI voice technology. If you use StrideVoice’s outbound calling features (where available), you must comply with all TCPA consent requirements applicable to artificial or prerecorded voice calls.

6.2 AI Identity Disclosure

Several states have enacted or are considering legislation requiring disclosure when a consumer is communicating with an AI system rather than a human. StrideVoice enforces AI identity disclosure at the platform level:

• Every AI-answered call proactively discloses in its opening greeting that the caller is speaking with an AI assistant. This disclosure is built into the platform and cannot be disabled by any Customer setting;
• Agents are instructed to truthfully identify as an AI agent when directly asked by a caller (“Am I talking to a real person?” or similar questions) and must never affirmatively claim to be human;
• Customers must not configure agent instructions, personas, or knowledge base content that attempts to override or undermine either behavior.

6.3 State AI Transparency Laws

As of the date of this AUP, the following states have enacted or are implementing laws that may require disclosure when an AI system is used in consumer-facing telephone communications:

• California (SB 1001 / B&P Code § 17940): Prohibits a bot from misleading consumers about its artificial identity in commercial transactions, and requires disclosure when communicating with a bot.
• Colorado (SB 24-205): Requires deployers of high-risk AI systems to provide consumers with notice that they are interacting with an AI system.
• Other states: Additional states are actively considering AI transparency legislation. You are responsible for monitoring new requirements as they take effect.

Because the AI identity disclosure is built into every agent’s greeting regardless of state, StrideVoice customers get this protection by default. You remain responsible for monitoring new state requirements that may impose obligations beyond the built-in disclosure.

7. AI Accuracy Requirements

Your AI agents represent your business to your customers. You have an obligation to configure your agents accurately and to maintain that accuracy over time. Specifically:

• Do not configure your agent to quote specific prices you are not prepared to honor, unless your agent includes a clear disclaimer that pricing is subject to on-site assessment;
• Keep your knowledge base current with accurate operating hours, service areas, available services, and contact information;
• Do not configure agents to claim manufacturer certifications, authorizations, or industry designations you do not hold;
• Configure your agent to clearly identify itself as an AI agent when asked directly by a caller (“Am I talking to a real person?”);
• Regularly review call transcripts to identify and correct inaccurate or inappropriate agent responses.

StrideVoice reserves the right to require disclosure that an AI agent is in use, consistent with applicable law and emerging regulatory guidance on AI transparency in consumer communications.

8. Knowledge Base Content Standards

You may upload documents, price books, SOPs, training materials, and other content to your AI agent’s knowledge base. All uploaded content must:

• Be owned by you or licensed to you with sufficient rights to use in an AI system;
• Not contain third-party confidential information, trade secrets, or proprietary data that you are not authorized to share;
• Not include personal information about individuals (e.g., customer lists, employee records) unless you have the legal right to process and store such data in this manner;
• Not contain content that is defamatory, obscene, harassing, or otherwise unlawful;
• Not be designed to train your agent to circumvent safety features, provide misleading information, or engage in prohibited conduct described in Section 3.

StrideVoice reserves the right to remove content from your knowledge base that violates this AUP, though we are not obligated to monitor uploaded content and accept no responsibility for content you upload.

9. Enforcement

StrideVoice reserves the right, but is not obligated, to investigate potential violations of this AUP. If we determine that a violation has occurred or is likely occurring, we may, at our sole discretion:

• Issue a warning to your account;
• Temporarily suspend your account or specific features pending investigation;
• Permanently terminate your account without refund;
• Preserve and disclose account information and data to law enforcement, regulatory agencies, or private parties as required by law or court order;
• Seek injunctive relief or pursue other legal remedies for violations that cause or threaten to cause harm.

StrideVoice will use reasonable judgment in enforcing this AUP, but we are not required to provide notice before taking action in cases of serious or imminent violations.

10. Reporting Violations

If you become aware of a violation of this AUP — including harassment, fraud, illegal robocalling, or other misuse of the platform — please report it to us at [email protected] with the subject line “AUP Violation Report.” Include as much detail as possible, including the date, time, and phone number involved if known.

We will investigate all reports in good faith. StrideVoice does not tolerate misuse of its platform and will take appropriate action against accounts that engage in prohibited conduct.

11. Changes to This Policy

StrideVoice may update this AUP as the platform evolves and as legal requirements change. We will post updated versions to stridevoice.com/aup and provide notice of material changes via email. Your continued use of the Services after the effective date of an updated AUP constitutes your acceptance of the revised policy.

12. Contact

Questions about this Acceptable Use Policy should be directed to: