RelayTel Acceptable Use Policy

Effective date: April 20, 2026

RelayTel is built for verified business calling. This Acceptable Use Policy (“AUP”) describes how customers and end users are permitted — and not permitted — to use the Services, including our verified outbound calling, call bridging, transcription, AI summaries, portal, email, and SMS messaging features. This AUP is part of the Terms of Service.

1. Who Can Use RelayTel

• Legitimate businesses, teams, and independent operators with a lawful reason to place, receive, or bridge phone calls
• Customers who can verify ownership or authorized use of the phone numbers they use with the Services
• Customers who agree to comply with this AUP, the Terms of Service, the Privacy Policy, and all applicable laws

2. Verified Caller Identity

A core purpose of RelayTel is to support verified outbound caller identity. Customers must:

• Use only phone numbers they own, have been assigned by a carrier, or are otherwise authorized to use on behalf of a named business
• Provide accurate business identity information when requested for carrier verification, STIR/SHAKEN attestation, brand registration, or 10DLC campaign review
• Not misrepresent the identity of the calling party, the called party, or the purpose of a call or message

3. Prohibited Calling and Messaging Behavior

Customers and end users must not use the Services to:

Caller-ID and identity abuse

• Spoof or falsify caller ID to deceive the called party, evade law enforcement, or harm a recipient
• Display a caller ID the customer does not own or is not authorized to use
• Circumvent STIR/SHAKEN attestation, carrier blocking, or telecom verification systems

Unwanted or unlawful calls and texts

• Place auto-dialed, pre-recorded, or artificial-voice calls (“robocalls”) without legally required prior express consent
• Send SMS or MMS messages to recipients who have not opted in through the mechanisms described in our Privacy Policy
• Continue to message a recipient after they have replied STOP or otherwise revoked consent
• Violate the TCPA, TSR, CAN-SPAM, CASL, state mini-TCPA statutes, or equivalent laws in the recipient's jurisdiction
• Conduct lead-generation spam, survey spam, or unsolicited political/marketing broadcasts
• Operate as a high-volume outbound dialer, predictive dialer, or "call center in a box" without prior written approval from RelayTel

Fraud, harassment, and harm

• Impersonate any person, business, government agency, or carrier
• Conduct phishing, smishing, vishing, wire fraud, or social-engineering scams
• Threaten, harass, stalk, defame, or intimidate any person
• Solicit payment for prizes, "debt relief," tech support, or services the customer does not actually provide
• Engage in any activity that would expose RelayTel, its carriers, or its vendors to liability under consumer-protection, telecom, or criminal law

Restricted content

• Content or offers involving sexually explicit material, illegal drugs, illegal firearms sales, gambling outside of licensed and permitted jurisdictions, or content classified as SHAFT-prohibited by carriers
• Hate speech, incitement to violence, or terrorism-related content
• Content that infringes intellectual property rights of others

Technical and platform abuse

• Interfere with, probe, scan, or attempt to breach the security of RelayTel, its carriers, or any other user of the Services
• Reverse-engineer, resell, or repackage the Services as a white-label product without a written agreement
• Generate artificial call traffic, trunk-abuse traffic pumping, or revenue-share fraud
• Exceed documented rate limits or intentionally degrade service quality for other users

4. Call Recording, Transcription, and Consent

RelayTel may generate transcripts, AI summaries, and action items for calls routed through the Services. Customers are solely responsible for ensuring that any recording, transcription, or monitoring of calls complies with applicable one-party and two-party consent laws. Customers agree to provide any legally required disclosures to call participants and to disable features where consent has not been obtained.

5. SMS Program Requirements

SMS messages sent through RelayTel are limited to the campaign categories registered with The Campaign Registry (TCR), currently Call Recap Delivery and Customer Care. Customers who use RelayTel's messaging features must:

• Only message recipients who have opted in through a compliant mechanism (such as the webform described in the Privacy Policy)
• Honor STOP, UNSUBSCRIBE, and equivalent opt-out keywords automatically and immediately
• Respond to HELP keywords with sender identity and support contact information
• Not share opt-in or consent data with third parties for unrelated marketing
• Not use RelayTel's messaging for SHAFT content, high-risk financial offers, lead generation, or any campaign category not registered and approved

6. Enforcement

RelayTel may investigate suspected violations of this AUP and take any action we consider appropriate, including:

• Requesting additional identity or use-case information
• Temporarily restricting outbound calling, messaging, or specific destination ranges
• Suspending or terminating accounts
• Cooperating with carriers, law enforcement, or regulatory authorities
• Retaining call detail records, transcripts, opt-in records, and other evidence as permitted by law

Serious or repeated violations — especially caller-ID spoofing, robocalling, smishing, or fraud — may result in immediate termination without refund and reporting to the customer's upstream carrier, the FCC, FTC, state attorneys general, or TCR.

7. Reporting Abuse

To report suspected abuse of the RelayTel Services, including unwanted calls or text messages, fraud, harassment, or security issues, contact hello@relay.tel with as much detail as possible (phone numbers, timestamps, message content). RelayTel will review reports and take action consistent with this AUP and the Terms of Service.

8. Changes to This Policy

RelayTel may update this Acceptable Use Policy from time to time. Material changes will be reflected by updating the effective date and posting the revised policy on our website. Continued use of the Services after changes take effect constitutes acceptance of the updated policy.