Acceptable Use Policy

Version 1.0 – Effective 1 November 2025

DIDWW Ireland Limited | legal@didww.com

1. Purpose and Scope

This Acceptable Use Policy (“Policy”) sets out the rules governing the use of the contact.center™ (the “Platform”), operated by DIDWW Ireland Limited and its related services, including all messaging channels, automation tools, contact management functions, and integrations.

This Policy applies to:

All Customers, Users, and administrators accessing the Platform;
Any person or entity sending or receiving communications through the Platform;
All content, data, and materials uploaded, transmitted, or stored via the Platform.

By accessing or using the Platform, Customer agrees to comply with this Policy and all applicable laws, regulations, and third-party platform terms.

2. Regulatory and Legal Compliance

Customers are solely responsible for ensuring that their use of the Platform complies with all applicable communications and marketing laws, including but not limited to:

• the EU ePrivacy Directive (2002/58/EC) and national implementations (for example, Ireland’s S.I. 336 of 2011) governing electronic communications, consent, and opt-out mechanisms;

• the EU General Data Protection Regulation (GDPR) and UK GDPR;

• the CAN-SPAM Act (US), TCPA (US), CASL (Canada), and other regional or local equivalents; and

• any applicable platform or channel terms (e.g., WhatsApp Business, Meta Policies).

Customers must obtain valid opt-in consent before sending any promotional or automated messages and must provide recipients with an easy and functional means to withdraw consent or unsubscribe in every communication.

3. Contacts and Data Management

3.1 Permitted Use. Customers may upload, store, and manage contact data solely for legitimate business communication in accordance with:

The purposes defined in their service agreement;
Applicable data protection laws.

3.2 Customer Obligations. Customers must:

Upload only contact data obtained through lawful means and with appropriate consent;
Maintain accurate and current contact records;
Delete or update contact information when it is no longer necessary for the original purpose.

3.3 Prohibited Use. Customers shall not:

Upload purchased, scraped, or third-party databases;
Upload or process special category data (e.g., health, racial or political data) unless explicitly permitted;
Use contact data for profiling or unrelated marketing;
Export or share Platform data outside permitted scope.

4. Messaging Content Rules

4.1 Prohibited Content. The following content types are strictly prohibited on all channels:

Unsolicited or bulk messages (“spam”);
Fraudulent, deceptive, or misleading content;
Hate speech, incitement, or discriminatory material;
Pornographic, obscene, or violent content;
Political campaigning, electioneering, or lobbying;
Phishing, impersonation, or identity misrepresentation;
Transmission of malicious code, spyware, or viruses;
Infringement of third-party intellectual property rights.

4.2 Required Content Practices. All marketing and commercial messages must include:

Clear sender identification;
A valid opt-out or unsubscribe mechanism;
Accurate message header and routing information.

Opt-out requests must be processed without undue delay.

5. Platform Use Restrictions

Customers shall not:

Access or attempt to access any data or system outside their authorized workspace;
Attempt to reverse engineer, decompile, or resell the Platform;
Use the Platform in a manner that disrupts its operation or impacts other Platform users;
Circumvent technical safeguards, delivery controls, or rate limitations;
Upload or distribute malware, bots, or harmful scripts.

contact.center™ reserves the right to implement rate limits, throttling, or delivery restrictions to maintain Platform stability and prevent abuse.

6. Channel-Specific Conditions

Channel

Requirements

Prohibited Uses

SMS

Valid sender ID, recipient consent, and opt-out keyword (“STOP”) must be supported.

Spoofing or A2P fraud.

Email

Must include sender identification and unsubscribe link.

Spam, phishing, forged headers, or mass unsolicited mail.

WhatsApp / OTT Channels

Use only approved templates per Meta’s Business Policy; consent required for marketing templates.

Non-template promotions, impersonation, unverified accounts.

7. Automations, Segments, and Campaigns

Customers must ensure:

Automated workflows are triggered only by lawful and consent-based events;
Segments and lists are created using accurate, permissioned contact data;
Campaigns do not profile or target individuals in violation of GDPR Article 22 (automated decision-making);
Analytics and message logs are used solely for campaign performance and not repurposed.

8. Media and File Uploads

Customers may upload only media or files that:

Are owned or properly licensed;
Do not contain personal data beyond what is necessary for campaign delivery;
Are free from malicious code or prohibited content.

contact.center™ may scan, restrict, or remove files that violate this Policy.

9. Security and Abuse Reporting

Customers are responsible for securing their accounts, credentials, and API keys.
Any suspected misuse, data breach, or unauthorized access must be reported immediately to support@didww.com ordpo@didww.com.

contact.center™ may monitor Platform activity, logs, and traffic patterns to detect and prevent abuse.

10. Enforcement and Sanctions

At its sole discretion, contact.center™ reserves the right to take appropriate action in case of a Policy breach, including:

Warning or Suspension: for minor or first-time violations;
Immediate Account Suspension: for high-risk or unlawful activity;
Termination: for repeated or severe breaches;
Legal Reporting: notifying competent authorities where required by law.

contact.center™ shall not be liable for any loss or damage resulting from enforcement actions under this Policy.

11. Cooperation and Audit

Upon contact.center™’s request, Customers must cooperate in any audit or investigation concerning their compliance with this Policy, the DPA, or applicable law.

Failure to provide cooperation or remedial action may result in account suspension or termination.

12. Amendments

Updates to this Acceptable Use Policy shall be made in accordance with Section 19 (Changes to Terms & Policies) of the Platform Terms of Service.

The current and previous versions of this Policy are available at [legal-hub-URL]. Continued use of the Platform after the effective date of any update constitutes acceptance of the revised Policy.