This Acceptable Use Policy (“AUP”) outlines the rules and guidelines for using Vonix Services, including voice calling, SMS/MMS messaging, and artificial intelligence (“AI”) features. By using Vonix services, you agree to comply with this policy to ensure a safe, respectful, and lawful environment for all users.
“Vonix Services” or “Services” means all voice, messaging, software, AI, integration, and related services provided by Vonix, LLC under the Terms of Service. “You” means the customer account holder and includes all users, employees, agents, and other persons who access the Services through your account. Capitalized terms not defined in this AUP have the meanings given in the Terms of Service.
Vonix does not provide legal advice regarding use of our services. It is strongly recommended you seek your own legal advice for help understanding legal obligations for engaging in calling or messaging campaigns.
You must use our services in compliance with all applicable laws and regulations, including but not limited to those related to telecommunications, privacy, intellectual property, and obscenity. You are strictly prohibited from engaging in any illegal activities including, but not limited to, the transmission, distribution, or storage of any material that violates applicable laws, regulations, or statutes.
You are responsible for ensuring compliance with all applicable laws and regulations governing your use or application of Vonix services. You are responsible for all use of the Services through your account, including use by your users, employees, agents, and contractors, and by any third-party application or integration you connect to the Services.
You must not engage in any form of malicious activity, such as harassment, identity theft, spamming, phishing, or distribution of malware, or any other activity that compromises the security or integrity of Vonix’s systems or networks.
You must not engage in any activity that infringes upon the intellectual property rights of others, including copyright, trademark, patent, or trade secret infringement. Any unauthorized use, reproduction, or distribution of copyrighted materials is strictly prohibited.
Vonix services are intended for business or organizational use and cannot be resold or redistributed without explicit written consent from Vonix.
Vonix strictly prohibits any form of communication that involves exploiting or seeking to harm minors. You must not engage in activities such as child exploitation or any other form of abuse involving minors.
You must not engage in activities that involve misrepresenting your origin or identity while using Vonix services. Without limiting the foregoing, you must not transmit inaccurate or misleading caller ID information, display any telephone number you are not authorized to use, or send messages that misidentify the sender.
Vonix Services are intended for Regular Business Use and are not intended for call center operations or high-volume automated calling or messaging. Vonix defines “Regular Business Use” as an average of 2,000 outbound minutes per user per month, measured across your account. Plans described as “unlimited” are subject to this fair-use standard. You agree not to use the services in any way that is inconsistent with typical human operation or to excessively utilize Vonix services in a manner that negatively impacts the service quality for other users. Vonix reserves the right to contact you to move you to an appropriate plan and to restrict usage in the event of negative impact to other Vonix users or sustained usage materially exceeding Regular Business Use.
You may use the Services for live, individually placed outbound calls, including sales calls, only if you comply with the Telephone Consumer Protection Act, the Telemarketing Sales Rule, the National Do-Not-Call Registry, your own internal do-not-call list, and all applicable state telemarketing laws, including calling-hour and call-frequency restrictions.
You may not use the Services to place calls using an automatic telephone dialing system, predictive dialer, or artificial or prerecorded voice, including any voice generated or cloned using AI, without Vonix’s prior written approval and all consents required by law.
You must cooperate promptly with Vonix in responding to traceback requests, including from the Industry Traceback Group, and to inquiries from carriers, regulators, and law enforcement, and must provide information about the source of any call within one (1) business day of Vonix’s request. Vonix may verify your identity and intended use of the Services, and may block, label, restrict, or suspend traffic that Vonix reasonably believes is unlawful, unwanted, fraudulent, or likely to result in carrier or regulatory action.
Number Reputation Management is an optional add-on service that monitors how your outbound telephone numbers are labeled (for example, “Spam Likely” or “Scam Likely”) by the call-analytics services used by major U.S. wireless carriers, registers your numbers with those services, and requests the removal of labels that appear to be improper.
Number Reputation Management is $40.00 per account per month, plus $1.00 per month for each telephone number enrolled. Charges are billed monthly in advance, regardless of whether your plan is billed monthly or annually. Each number enrolled at any time during a billing cycle is billed for the full cycle, without proration. You may remove numbers or cancel the service effective at the start of the next billing cycle in accordance with the Terms of Service. Number Reputation Management charges are non-refundable.
Number Reputation Management is available only for U.S. telephone numbers. To enroll, you must (a) complete Vonix’s enrollment questionnaire with accurate and complete information about your business and calling practices; (b) sign a Letter of Authorization authorizing Vonix and its service providers to register your numbers with, and communicate on your behalf with, wireless carriers and call-analytics services; and (c) complete any business identity verification required by Vonix or its service providers. You represent that you are the assigned user of each enrolled number or are otherwise authorized to use it for outbound calling, and you must promptly update your information if your business details, numbers, or calling practices change. Numbers held with other providers may be enrolled only with Vonix’s approval and your written confirmation of your authority to use them.
Number Reputation Management does not change your obligations under this AUP or applicable law. You remain responsible for your calling practices, including compliance with the Telephone Consumer Protection Act, the Telemarketing Sales Rule, do-not-call requirements, and caller ID rules. Each remediation request made on your behalf relies on your representation that the affected calls are lawful and placed in compliance with this AUP.
You may not use Number Reputation Management to:
Vonix may decline enrollment, refuse or withdraw any remediation request, or suspend or terminate Number Reputation Management without refund if Vonix reasonably believes a label reflects your actual calling practices or that you have violated this section.
Call labels and blocking decisions are made by wireless carriers and third-party call-analytics companies, not by Vonix. Initial registration and verification may take several weeks, and monitoring is updated periodically rather than in real time. Vonix does not guarantee that any label will be removed or will not recur, the time required for remediation, that your calls will be completed or answered, or that labels will be displayed consistently across carriers and devices. Number Reputation Management covers outbound voice calls only and does not include branded caller ID or text messaging services.
You must not attempt to circumvent or bypass any compliance measures or security protocols implemented by Vonix. This includes any attempt to gain unauthorized access to Vonix systems, networks, or data.
You must not engage in any unauthorized interception, monitoring, or surveillance of data transmitted through Vonix services. Intercepting or accessing data without proper authorization is strictly prohibited.
Certain Services record, transcribe, or analyze calls and messages, including through AI features such as transcription, summaries, sentiment analysis, and the Conversational AI auto-attendant (collectively, “Recording Features”). You are solely responsible for determining whether, and under what conditions, your use of Recording Features is lawful, and for providing all notices and obtaining all consents required under applicable federal, state, and international law, including call recording, wiretap, and biometric privacy laws, from every party to a communication, including where the law requires the consent of all parties.
Your notices must be sufficient to inform participants that their communications may be processed by Vonix and its service providers, including third-party communications and AI providers, as described in Vonix’s Privacy Policy. You must enable and maintain any recording disclosure or announcement required for your use. Call recording is enabled by default on the Team and AI Growth Plans; on those plans, you must configure the recording announcement feature or otherwise provide any notice required by law before recording begins, or disable recording. Vonix does not determine whether notice or consent is required for your communications.
The following prohibited content applies to all Vonix services, including SMS/MMS content. You may not use Vonix services to transmit or store any content that is:
Vonix is a registered Campaign Service Provider (“CSP”) with The Campaign Registry (“TCR”) and works to eliminate spam, phishing, and fraudulent messages. The policies contained in this AUP apply to all SMS/MMS messages sent across the Vonix platform, whether sent via Vonix applications, a third-party provider, or via the API. Industry standards referenced in this AUP, such as the CTIA Messaging Principles and Best Practices and wireless carrier policies, are not laws, but compliance with them is a condition of using Vonix messaging services.
You must comply with the following guidelines when sending messages using Vonix services:
| Plan | Message Segments / User / Month | Conversational AI Minutes / User / Month |
|---|---|---|
| Basic Plan | — | — |
| Pro Plan | 500 | — |
| Team Plan (previously Premium Plan) | 1,000 | — |
| AI Growth Plan | 1,500 | 60 |
The Basic Plan does not include business texting. Each MMS message counts as three (3) segments. Message segments and Conversational AI minutes are pooled at the account level.
Segments used beyond your plan’s allotment are drawn first from any Prepaid Message Segment subscriptions, at $0.009 per segment, and then billed as Postpaid Message Segments at $0.013 per segment. Because each MMS message counts as three (3) segments, MMS usage beyond your allotment is billed at the equivalent of $0.027 per message (prepaid) or $0.039 per message (postpaid). Contact Sales for more details.
Vonix plans are offered on a monthly or annual billing basis at the following prices per licensed user:
| Plan | Annual Billing (per user/month) | Monthly Billing (per user/month) |
|---|---|---|
| Basic | $19.99 | $24.99 |
| Pro | $29.99 | $34.99 |
| Team | $39.99 | $44.99 |
| AI Growth | $49.99 | $54.99 |
Monthly Billing. Monthly plans are billed in advance each billing cycle, have no minimum term, and may be cancelled at any time, effective at the end of the current billing cycle, in accordance with the Terms of Service.
Annual Billing. Annual plans require a twelve (12) month commitment for each licensed user and are billed in advance for the full twelve-month term on a single annual invoice. Annual plans renew automatically for successive twelve-month terms unless cancelled at least thirty (30) days before the end of the then-current term. Users added during an annual term are billed at the annual rate, prorated to the end of the term, and invoiced when added. The number of licensed users may not be reduced below the committed quantity until renewal. Usage-based charges, including messaging and Conversational AI overages and Additional Minute Bundles, are billed monthly.
Monthly Allotments Apply to All Plans. Regardless of billing basis, messaging segments and Conversational AI minutes are allocated, reset, and measured each monthly billing cycle, and unused allotments do not roll over.
Discounted Plans. Messaging segment allotments and Conversational AI minute allocations are based on the retail price for your plan and billing basis (monthly or annual) published on Vonix’s website on the date of your Service Order or most recent renewal (“Published Price”). The published annual price is a Published Price, not a discount. Any price that differs from the Published Price, including any discount, promotional rate, or negotiated rate, is a discount, and your messaging segment allotment and Conversational AI minute allocation are reduced in proportion to that difference, rounded down to the nearest whole segment or minute. Your adjusted allotments will be stated in your Service Order or service confirmation.
All Vonix user plans that include messaging include a base monthly bucket of SMS/MMS message segments. Customers may extend their messaging capacity through prepaid or postpaid options.
Customers may purchase one or more Prepaid 5,000 Message Segment subscriptions at a rate of $0.009 per segment. Prepaid segments are added to the customer’s monthly allotment and are consumed before postpaid segments.
Customers may also opt to use Postpaid Message Segments beyond their included or prepaid allotments at a rate of $0.013 per segment. Postpaid usage is billed in arrears as part of the monthly overage calculation.
All messaging customers may be subject to a security deposit requirement at Vonix’s sole discretion. Vonix may request, hold, or adjust security deposits based on usage patterns, payment history, risk assessment, or compliance considerations.
You must obtain proper consent from recipients before sending SMS/MMS messages utilizing Vonix services. Consent should be explicit, voluntary, and obtained in compliance with applicable laws and regulations. Sending unsolicited messages, including spam or promotional content, is strictly prohibited. Consent obtained for one purpose or by one business may not be used to send messages for a different purpose or business.
All SMS/MMS messages must provide recipients with a clear and easily accessible way to opt out of further messages via text. You must honor any request by a recipient to stop receiving messages or calls made by any reasonable means, including replies such as STOP, QUIT, END, REVOKE, OPT OUT, CANCEL, or UNSUBSCRIBE, within the time required by applicable law and in any event within ten (10) business days.
All SMS/MMS messages must provide recipients with a clear and easily accessible way to get assistance, via text and phone. The CTIA guidelines provide clear command keywords that must be honored for assistance requests, including HELP.
You must not engage in SMS/MMS campaigns that promote illegal activities, deceptive practices, or violate any laws, regulations, or industry guidelines. Prohibited campaigns include but are not limited to:
As between you and Vonix, you retain all rights in content transmitted, stored, or generated through the Services on your behalf, including messages, call audio, recordings, voicemails, transcripts, and AI-generated summaries and analyses (“Customer Content”). You grant Vonix and its service providers a non-exclusive, worldwide, royalty-free license to host, store, transmit, process, analyze, and display Customer Content solely to provide, maintain, secure, and support the Services for you, and as required by law. Vonix’s service providers may also use Customer Content to improve their services in de-identified or aggregated form that does not identify you, your callers, or any individual. Vonix does not permit its service providers to use identifiable Customer Content to train AI models made available to third parties.
1. Included Minutes. The AI Growth Plan includes sixty (60) Conversational AI minutes per licensed user per billing cycle. Included minutes are pooled at the account level and may be used by any user or number on the account. The account’s pooled allocation equals sixty (60) minutes multiplied by the number of active AI Growth Plan licenses on the first day of the billing cycle. Licenses added during a billing cycle increase the pooled allocation on a prorated basis for the remainder of that cycle. Included minutes reset at the start of each billing cycle, do not roll over, have no cash value, and are not transferable between accounts.
2. Billable AI Time. Conversational AI usage (“Billable AI Time”) is measured only while a caller is engaged with the Conversational AI. Billable AI Time begins when the Conversational AI starts delivering its greeting or processing the caller’s speech or input, and ends when the call is transferred to a live person, placed on hold or in a queue, routed to voicemail, or disconnected, whichever occurs first. Time spent ringing, on hold, waiting in a queue, in voicemail, or speaking with a live person is not Billable AI Time. If a call returns to the Conversational AI after a transfer, metering resumes for that portion of the call. Billable AI Time is measured in one-second increments and totaled for each billing cycle, and the cycle total is rounded up to the next whole minute.
3. Order of Consumption. Billable AI Time is applied first against included minutes, then against minutes from any purchased Additional Minute Bundles, and then billed as overage.
4. Additional Minute Bundles. Customers may purchase one or more Additional Minute Bundles of five hundred (500) Conversational AI minutes for $50.00 per bundle per billing cycle ($0.10 per minute). Bundles are recurring monthly subscriptions that renew automatically until cancelled. Bundle minutes expire at the end of each billing cycle and do not roll over, are billed in full for any cycle in which the bundle is active (including the cycle in which it is purchased), and are available immediately upon purchase. Cancellation of a bundle takes effect at the start of the next billing cycle if requested at least two (2) business days before that cycle begins. Bundle charges are non-refundable.
5. Overage. Billable AI Time exceeding the account’s combined included and bundle minutes in a billing cycle is billed at $0.12 per minute, in arrears, with the account’s monthly usage invoice. Vonix may suspend Conversational AI features if overage charges are not paid by the invoice due date.
6. Usage Threshold. To protect against fraud and unexpected charges, Vonix reserves the right to pause Conversational AI features for the remainder of a billing cycle if the account’s Billable AI Time in that cycle exceeds three (3) times the account’s included allocation, until an authorized account administrator approves continued usage. Vonix is not obligated to monitor usage or notify you before usage reaches this level, and you remain responsible for all usage incurred.
7. Plan Changes. If an account changes from the AI Growth Plan to another plan, Conversational AI features and any unused included or bundle minutes end when the change takes effect, without credit or refund.
8. Artificial or Fraudulent Usage. You are responsible for all Billable AI Time on your account, including usage generated by automated, fraudulent, or abusive calls to your numbers. Vonix may block, rate-limit, or suspend Conversational AI on numbers receiving traffic Vonix reasonably believes is automated, fraudulent, or abusive, and may, but is not required to, credit usage it determines resulted from fraudulent traffic.
9. Permitted Use. The Conversational AI is provided to answer, assist, and route inbound calls to your business. You may not use it to place outbound calls or send outbound messages, or connect it to any system that does so, without Vonix’s prior written approval. Any approved outbound use must comply with the Telephone Consumer Protection Act, including its restrictions on artificial and prerecorded voice calls.
10. AI Disclosure. You must configure the Conversational AI to tell callers, at the start of each interaction, that they are speaking with an automated or AI-powered assistant. You must not configure the Conversational AI to claim to be human, deny being automated when asked, or impersonate any specific real person.
11. Consent and Data Use. Conversational AI interactions are Recording Features and Customer Content under this AUP. Your notice and consent obligations under “Call Recording, Transcription, and AI Features” and the data-use terms under “Customer Content” apply to every Conversational AI interaction.
12. Configuration and Training Responsibility. Vonix may assist with configuring the Conversational AI during onboarding or support. Regardless of who enters the configuration, you are solely responsible for the scripts, prompts, knowledge sources, routing rules, and other information used to train and configure the Conversational AI, and for reviewing and verifying the accuracy and lawfulness of the information it provides to callers. You must review and approve your configuration before activation and after any material change. Vonix does not verify the accuracy of the information you provide or that the Conversational AI provides to callers.
13. Prohibited Uses. You may not use the Conversational AI to:
14. No Guarantee of Accuracy or Availability. AI-generated responses, transcripts, summaries, and routing decisions may be inaccurate or incomplete. You must maintain a reasonable fallback for callers, such as transfer to a live person or voicemail, when the Conversational AI is unavailable or cannot resolve a caller’s request. Vonix is not responsible for calls missed, misrouted, or mishandled by the Conversational AI. This section supplements, and does not expand, the limitations of liability in the Terms of Service.
15. Synthetic Voices and AI Markings. If you use any feature that creates or customizes a synthetic voice resembling an identifiable person, you must first obtain that person’s informed, written consent, retain it for at least three (3) years after your Vonix service ends, and provide a copy to Vonix on request. You may not remove, disable, or circumvent any watermark, metadata, or other marking applied to AI-generated content.
16. Regulatory Cooperation. You must notify Vonix promptly of any regulatory inquiry, complaint, or legal claim relating to your use of the Conversational AI, and provide information and assistance Vonix reasonably requests in responding to inquiries from regulators or Vonix’s service providers.
17. Changes to AI Features. Vonix may modify, replace, or discontinue any Conversational AI feature, model, voice, or service provider at any time, including where required by a service provider, law, or security considerations. If Vonix discontinues the Conversational AI without providing a reasonably comparable feature, you may change from the AI Growth Plan to another plan, or cancel any purchased Additional Minute Bundles, without early termination fees, effective as of the discontinuation.
18. AI Indemnification. Your indemnification obligations under the Terms of Service include all claims, losses, fines, and penalties, including those asserted against Vonix by its service providers, arising from your failure to comply with this AUP or any law governing AI, call recording, privacy, or biometric data in connection with your use of the Conversational AI.
Vonix may monitor our services for compliance with this AUP, including reviewing content and message transmissions. By using our services, you consent to such monitoring.
Violations of this AUP may result in temporary or permanent suspension of service, termination of the account, additional fees or damages, or other disciplinary actions deemed appropriate by us. Vonix may suspend or restrict the Services without prior notice where Vonix reasonably believes suspension is necessary to prevent unlawful activity, carrier blocking, or regulatory action.
Carrier Fines and Pass-Through Charges. You will reimburse Vonix for all fines, penalties, non-compliance fees, and other charges assessed against Vonix by any carrier, The Campaign Registry, Vonix’s service providers, or any governmental authority arising from your use of the Services or violation of this AUP, plus reasonable costs Vonix incurs in responding. These amounts are in addition to, and do not limit, your indemnification obligations under the Terms of Service.
If you become aware of any violations of this AUP or suspect misuse of our services, please report it to Vonix by sending an email to compliance@vonix.io.
Vonix may update this AUP to reflect changes in technology, law, carrier requirements, or our Services. Vonix will provide notice of material changes by email to your account’s primary contact at least thirty (30) days before they take effect, except that changes required by law, carriers, The Campaign Registry, or Vonix’s service providers may take effect immediately upon notice. Your continued use of the Services after a change takes effect constitutes acceptance of the revised AUP. The effective date of this AUP appears at the top of this page, and prior versions are available on request.
This AUP is designed to create a safe and respectful environment for all users. We appreciate your compliance in adhering to these policies.
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