Fair Use Policy

This Fair Use Policy explains how the Calilio service may and may not be used. It forms part of our Terms and Conditions and applies to every account, every User and every call and message sent through the service.

It exists for two reasons. It keeps the service available and good quality for everyone, because a small number of accounts sending abusive traffic can get whole number ranges blocked by carriers. And it keeps us on the right side of the telecoms regulators and carriers we depend on.

1. Your obligations

When you use Calilio, you agree to:

• Use the service for lawful, genuine business communication with people who agreed to hear from you.
• Comply with all laws that apply to you, including telecoms, marketing, call recording, data protection and consumer protection laws in every country you call or message.
• Obtain the consent the law requires before you call, message or record someone.
• Keep your credentials secure, and make sure each User has their own.
• Give us accurate account information, and complete identity verification when we ask.
• Take responsibility for everyone using the service through your account — every team member you invite, every integration you connect, and anyone who gets access to your credentials. If a team member breaks this policy, we treat it as the account breaking this policy.
• Make sure everyone using the service through your account understands this policy, including that Calilio cannot reach emergency services.
• Tell us promptly if you think your account has been compromised.

2. Prohibited conduct

You must not use the service, or allow it to be used, to do any of the following.

2.1 Fraud and deception

• Commit or help anyone commit fraud, phishing, or a scam of any kind.
• Disguise, forge or misrepresent the number a call or message comes from. Displaying a number you are not entitled to use is prohibited.
• Impersonate another person, business or public body.
• Generate artificial traffic to inflate payments to yourself or anyone else, including traffic pumping and call-revenue sharing schemes.
• Open more than one account to get around a limit, a suspension or free credit.

2.2 Unwanted contact

• Send marketing calls or messages to anyone who did not agree to receive them.
• Ignore an opt-out. When someone asks to stop, stop, on every channel.
• Call numbers on an official do-not-call register where the law requires you to screen against it.
• Use automatic dialling in a way that breaks the law in the country you are calling.
• Make repeated, silent or abandoned calls.

2.3 Illegal and harmful content

• Send or store content that is illegal where it is sent, received or stored.
• Send content that is abusive, threatening, harassing, or intended to incite violence or hatred.
• Send or store child sexual abuse material. We report this to law enforcement without exception and without notice.
• Distribute malware, or use Calilio in an attack on any network or system.
• Infringe anyone's copyright, trademark or other rights.

2.4 Regulated and restricted use

• Use Calilio for services that require a licence you do not hold.
• Resell Calilio numbers or minutes unless we have agreed it in writing.
• Use Calilio as a call-in service for premium-rate, adult, chat-line or competition lines.
• Use Calilio to broadcast recorded messages to numbers you have no relationship with.

2.5 Technical misuse

• Attempt to gain unauthorised access to Calilio, another customer's workspace, or any system we connect to.
• Probe, scan or test our systems without our written permission. If you find a vulnerability, report it to security@calilio.com.
• Interfere with the service, including by overloading it.
• Remove, alter or bypass a limit, a security control or a licence restriction.
• Reverse engineer, decompile or attempt to derive the source code of the service, except where the law expressly permits it.
• Use our name, logo, brand or product names without our written permission, or use the service to build a competing product.

3. Messaging rules

All messages sent through Calilio are treated as application-to-person (A2P) traffic. Carriers police it closely, and a breach here can get your number blocked within hours.

3.1 Consent. You must have the recipient's consent before you send them your first message, and that consent must cover the kind of message you are sending. Consent for order updates is not consent for marketing.

3.2 Records. Keep a record of each recipient's consent — the signed form, the web form submission, or a timestamped record of the sign-up — and produce it on request.

3.3 Opt-out. Support standard opt-out keywords, including STOP, and honour an opt-out promptly. Never message someone who has opted out.

3.4 Identify yourself. Every message must make clear who it is from. Do not disguise or misrepresent the sender.

3.5 Registration. Messaging to some countries requires registration, including A2P 10DLC brand and campaign registration in the United States and Canada. Registration fees are set by the carriers, not by us. Unregistered traffic may be blocked or surcharged by carriers, and we are not liable for messages blocked on that basis.

3.6 Prohibited message content. Carriers block the following categories outright in most markets. You must not send messages relating to:

• Sexual or adult services content
• Hate speech or discriminatory content
• Alcohol, where not age-gated and permitted
• Firearms, ammunition and explosives
• Tobacco, vaping and nicotine products
• Cannabis, CBD and illegal drugs
• Gambling, where unlicensed in the destination
• High-risk lending, payday loans and debt relief
• Credit repair and get-rich-quick schemes
• Cryptocurrency promotion and investment tips
• Prescription medication without a licence
• Third-party debt collection, where restricted

3.7 Bulk campaigns. If you use bulk messaging, you remain responsible for the content, the recipient list, and the consent behind every number on it. Removing duplicates does not substitute for having consent.

4. Call recording, transcription and AI

4.1 Recording consent. Recording and transcribing calls is regulated, and the rules differ by country and by US state. In many places every party must be told, and in some every party must consent. Before you record or transcribe, you must give any notice and obtain any consent the law requires. Our greeting and announcement tools are there to help you do this.

4.2 AI voice agent disclosure. Where our AI voice agent answers your calls, you must disclose to callers that they are speaking to an automated system where the law requires it, and we recommend doing so everywhere. Several jurisdictions now mandate it.

4.3 Knowledge sources. You are responsible for what you put into the AI voice agent's knowledge sources and therefore for what it tells your callers. Do not use it to give legal, medical or financial advice, or to make statements you could not lawfully make yourself.

4.4 AI output. Transcripts, summaries and sentiment scores are generated automatically and can be wrong. Do not rely on them alone for a decision about a person, including an employment or disciplinary decision.

4.5 No covert monitoring. The service must not be used for covert surveillance, or to monitor any person without the notice and consent the law requires.

5. Fair use

Our plans are sold for normal business use. Fair use means your usage stays in the range a reasonable business would use for the plan it bought. Your plan's monthly allowance of calling minutes and messages is used first, and usage beyond it is charged from your wallet at our published rates — current allowances and rates are at calilio.com/pricing.

5.1 We look at patterns, not single days. A busy week is normal. Continuous, automated or machine-generated volume is not.

5.2 The benchmark. Where a plan does not state a numeric limit, we treat sustained use of more than three times the average monthly use for that plan as outside fair use.

5.3 What we do first. We contact you and explain what we are seeing. In almost every case that resolves it.

5.4 What we do if it continues. We may apply a limit, move the account to a plan that fits the usage, or charge for the excess at our published rates. Fair use is not a way for us to withdraw a plan you paid for — it exists to stop one account degrading the service for everyone else.

6. Limits on unverified accounts

Telecom regulators and our carriers require us to know who is using our numbers. Accounts created on or after 30 December 2025 that have not completed identity verification (KYC) are subject to these daily caps, because unverified accounts are the route most fraud takes. Completing verification removes them.

6.1 Limits reset at midnight UTC, and all daily limits are calculated on UTC time and date.

6.2 Calls are charged per minute, and any partial minute is rounded up.

6.3 Calls are charged per minute and part minutes are rounded up — a call lasting 61 seconds is charged as 2 minutes. SMS is charged per segment and rounded up. A segment is 160 characters for standard GSM text, or 70 characters where the message contains any character outside the GSM alphabet, including emoji and most non-Latin scripts.

6.4 How to get verified. Complete verification in your account settings, or email support@calilio.com. Some phone numbers cannot be activated at all until verification is complete, because the regulator in that country requires it.

7. Credit balance and wallet

7.1 Phone numbers, and usage beyond your monthly allowance, are deducted from your wallet balance.

7.2 If your wallet balance reaches zero, calls and messages that draw on it will stop working until you top up. Your subscription features are unaffected.

7.3 We may send a low-balance notification by email when your wallet falls below $10 USD. This is a courtesy, not a guarantee — monitoring your own balance is your responsibility. If the service is important to your business, enable auto top-up.

7.4 Monthly allowances reset at the start of each billing period. Unused allowance does not carry over and has no cash value.

8. Users and devices

8.1 One seat, one person. Your subscription is priced per User. Each User must be an identified individual with their own credentials. Sharing a seat between people is not permitted, and neither is sharing credentials.

8.2 Devices. Each User may use Calilio on one desktop or laptop computer and up to two mobile devices at once. This supports normal multi-device working, including moving a live call between devices with call flip.

8.3 If you exceed the device limit. We will contact you and explain the options: reduce the number of signed-in devices, or move to a plan that fits how your team works. We will not upgrade your plan or increase your charges without your agreement.

8.4 Seat sharing. If we find that more people are using the service than you have paid for, we will ask you to add the seats needed. Repeated or deliberate under-licensing is a breach of this policy.

9. How we enforce this policy

We respond in proportion to what has happened. For most issues, the first step is a conversation.

1. We contact you. For most issues we email your account administrator, explain what we have seen, and ask you to put it right. Genuine mistakes and misconfigured campaigns are the most common cause, and they are usually fixed in a day.
2. We restrict or rate limit. If the issue continues, we may limit the affected functionality — for example capping outbound messaging while a campaign is corrected — rather than taking the whole account offline.
3. We suspend. For serious or repeated breaches, we suspend the account. We tell you what needs to change for it to be reinstated.
4. We terminate. For the most serious breaches, or where a suspension is not resolved, we terminate the account under the Terms and Conditions. Numbers are released and may be reassigned.

9.1 Immediate action. We may act without warning where we reasonably believe it is necessary to protect the service, our other customers or third parties: fraud, a compromised account, malware, child sexual abuse material, a carrier or regulator instruction, or traffic causing immediate harm. Where we do, we tell you why as soon as we can.

9.2 Appeal. If you believe we have acted wrongly, email support@calilio.com and a person will review the decision. We aim to respond within 5 business days.

9.3 Costs. If your traffic results in carrier fines, surcharges or blocking of our number ranges, we may pass those costs on to you.

9.4 Reporting to authorities. We report unlawful conduct to the relevant authorities where we are required to, or where we consider it necessary.

10. Reporting a violation

If you receive spam, a scam call or an abusive message from a Calilio number, or you believe someone is breaching this policy, tell us at abuse@calilio.com. Include the number involved, the date and time, and the content if you have it. We investigate every report.

For anything else — a complaint, a question about a limit, or a request to raise one — contact support@calilio.com.

11. Changes to this policy

11.1 We may update this policy, for example when carrier rules or telecoms regulations change. The current version is always at calilio.com/fair-use-policy, with a version number and date.

11.2 Where a change materially affects what you may do or the limits that apply to you, we will notify account administrators by email at least 30 days before it takes effect.

11.3 If you do not accept a change, you may cancel your subscription before it takes effect and we will refund the unused portion of any prepaid fees.

12. Contact