Legal
Acceptable use and calling compliance policy
In short
Your agent may only call and message people you have a lawful right to contact, during permitted hours, with an AI disclosure and a recording notice, and it must stop the moment someone asks. This page lists the rules the Service enforces for you and the rules you must follow yourself, with country notes for the markets we see most. Breaking them can get numbers withdrawn and accounts closed.
01What Propgent enforces for you
- Every call opens with a disclosure that the caller is an AI assistant for your named business, and states that the call is recorded where a notice is required.
- Outbound calls are placed only between 08:00 and 21:00 in the contact’s local time.
- A contact marked do-not-call is never dialled, and a request to stop made on a call or by replying STOP is recorded automatically.
- Phone numbers are issued only after identity and business verification, and caller ID always shows your real number.
- Warm transfer to a human is available on every plan and triggers when a caller asks for a person.
You may not disable, delay or work around any of these.
02Your obligations before calling
- Consent and lawful basis. Call only people who enquired with you, gave you their number for that purpose, or whom you may lawfully call under local rules. Keep a record of how each contact came to you (form, portal, ad, referral).
- Registries and opt-outs. Screen lists against the do-not-call registries that apply to you and remove anyone who asks to stop, on any channel, within 24 hours.
- Recording. Where the law requires all parties to consent to recording, keep the recording notice on and do not upload your own scripts that remove it.
- Frequency. No more than three attempts to reach a lead who has not answered, spread over at least three days, unless the lead asked to be called back.
- Truthful content. Prices, availability, completion dates and fees in your project material must be accurate and kept current. The agent will answer from what you upload.
- Fair housing. Do not configure the agent to ask about, or decide based on, race, religion, caste, national origin, sex, family status, disability or any other protected characteristic where you operate.
03Prohibited uses
- Cold calling purchased lists or scraped numbers without a lawful basis.
- Impersonating a person, a government body, a bank or another business, or hiding that the caller is an AI.
- Fraud, pressure tactics, threats, harassment, or calling anyone who has asked you to stop.
- Collecting card numbers, government ID numbers, passwords or health data over the agent.
- Political, religious or charity solicitation, debt collection, or any regulated financial advice.
- Using the Service to attack, probe or overload any system, or to send spam of any kind.
- Anything that breaks the law where you are or where the person you are contacting is.
04Country notes
These summaries help you start; they are not legal advice and rules change. You remain responsible for compliance.
| Market | Key rules to respect |
|---|---|
| India | TRAI Telecom Commercial Communications Customer Preference Regulations, 2018: respect the DND registry, use registered headers and templates for SMS, and keep to permitted hours. Buyers who enquired with you can be called back; bulk promotional calling needs registration. |
| United States | TCPA and the FTC Telemarketing Sales Rule: prior express consent for automated calls and texts to mobiles, honour the National Do Not Call Registry and your internal list, call only 8am to 9pm local time, keep records. Several states require disclosure that the caller is an AI and all-party consent to recording; the Service’s disclosure covers both. |
| United Kingdom and EU | PECR and the ePrivacy rules with GDPR: no automated marketing calls without prior consent, screen against the TPS in the UK, provide an easy opt-out, and give privacy information. Calls to existing enquirers about the property they asked about are generally permitted. |
| United Arab Emirates | Cabinet Resolution No. 56 of 2022 on telemarketing: call only from a licensed business, between 9am and 6pm, never on a number registered on the DNCR, and never more than twice a day or three times a week without a response. |
| Australia | Do Not Call Register Act and Spam Act: check the register unless you have consent or an existing relationship, include your identity and an opt-out in messages, and observe permitted hours. |
| Canada | CRTC Unsolicited Telecommunications Rules and CASL: honour the National DNCL, identify yourself, and get express or implied consent before texting. |
05Content and data rules
- Upload only material you own or are licensed to use.
- Do not put personal data of people who are not your leads into project material.
- Do not attempt to extract, copy or reverse engineer the models, voices or prompts behind the Service.
- API keys and webhook secrets are yours to protect; rotate them if they leak.
06Enforcement
We monitor complaint rates, answer rates, carrier flags and regulator notices. Depending on severity we may warn you, pause outbound calling, withdraw a number, or close the account without refund of unused minutes. We cooperate with carriers and regulators and may share account details with them when required. Report abuse to hello@propgent.io.