Acceptable Use & Messaging Policy

1. Core principles

• Consent first. Only contact people who have given you permission or have an existing relationship with your business, as the law requires.
• Easy opt-out. Every recipient must be able to stop communications, and opt-outs must be honored immediately.
• Honest identity. Identify your business clearly. Never impersonate another person, brand, or government agency.
• Lawful content. Do not use Neyvo to deceive, harass, or harm anyone.

2. Prohibited uses

You may not use Neyvo to:

• send unsolicited bulk email, SMS, or calls (spam), or use purchased, rented, harvested, or scraped contact lists;
• contact numbers on national do-not-call registries without a valid exemption, or call outside legally permitted hours;
• run phishing, fraud, debt-collection harassment, fake-prize, or other deceptive campaigns;
• send content about illegal drugs, firearms sales, gambling where prohibited, adult content, hate speech, or threats;
• record calls without the notice or consent the law requires;
• impersonate a real person's voice without their written permission, or create deceptive deepfakes;
• collect payment card numbers, Social Security numbers, or health information unless your plan and configuration support it and you have a lawful basis;
• interfere with, probe, or overload the platform, or try to get around rate limits or security controls; or
• resell access to Neyvo without a written agreement with us.

3. Voice calls

• Outbound calls must comply with the TCPA, telemarketing rules, and local laws. Automated or AI-voice calls to mobile numbers generally require the recipient's prior express consent.
• Where required, operators must state at the start of the call that the call is automated or AI-assisted and may be recorded.
• If a person asks not to be called again, the operator records the request and the number is suppressed for future campaigns.
• Neyvo enforces concurrency limits and campaign scheduling windows to prevent abusive calling patterns.

4. SMS

• Business messaging must follow carrier requirements, including A2P 10DLC brand and campaign registration in the United States.
• Recipients must have opted in to receive messages from your business. Your first message must identify your business.
• Standard opt-out keywords (STOP, UNSUBSCRIBE, CANCEL, END, QUIT) are always honored. Opted-out numbers are blocked from further messages until they opt back in. HELP returns your business contact information.
• Neyvo applies per-thread locks, rate limits, and reply-hours windows so operators never flood a recipient.

5. Email sent by Customer operators

Customers can connect an email channel so their AI operator can reply to inbound email and send follow-ups. For that channel:

• Customers must verify ownership of their sending domain or address before sending.
• Operators primarily reply to people who wrote to the business first. Outbound email may only go to recipients who have an existing relationship with the Customer or have opted in.
• Customers can require human approval of AI drafts before they are sent.
• Any email that is not a direct reply must include the business's identity, a valid physical address, and a working unsubscribe method, as CAN-SPAM requires.
• When a recipient opts out, the conversation is marked opted out and the operator stops sending to that address.

6. How Neyvo sends its own email

Neyvo sends email from neyvo.ai addresses only to people who have created a Neyvo account or been invited to a Customer's workspace, and to people who contacted us through our website. We never buy, rent, or share email lists.

Unsubscribe and preferences

• Every non-essential email includes an unsubscribe link and the list-unsubscribe header. Unsubscribes are processed immediately and automatically.
• Workspace owners can turn each notification category on or off for each team member in Dashboard → Settings → Notifications.
• Anyone can also unsubscribe by emailing hi@neyvo.ai with the subject “Unsubscribe”.

Bounces and complaints

• We process bounce and complaint notifications automatically. Hard-bounced addresses and recipients who mark a message as spam are added to a permanent suppression list and are never emailed again.
• Every send is checked against the suppression list and the recipient's preferences, and each delivery attempt is logged with its outcome.
• We monitor bounce and complaint rates and pause any sending source whose rates exceed industry thresholds until the cause is fixed.
• Our sending domains are authenticated with SPF, DKIM, and DMARC.

7. Enforcement

We review campaigns, monitor complaint and opt-out signals, and respond to carrier and mailbox-provider reports. If we find a violation, we may pause campaigns, suspend channels or numbers, or terminate the account under our Terms of Service. Serious or repeated violations may be reported to the appropriate authorities.

8. Report abuse

If you received an unwanted call, text, or email sent through Neyvo, please email hi@neyvo.ai with the subject “Abuse report”. Include the phone number or email address it came from, the date and time, and if possible a copy of the message. We investigate every report and usually respond within one business day.