Acceptable use policy

Liveleg is for live sales and service calls: an agent talks to a person who answers. Short calls, unanswered calls and high dial volume are normal here. This policy says what is not allowed, which industries we review by hand, what every account must do, and how we handle problems.

1. Not allowed

1. Calls or texts to people who asked you to stop, or to numbers on a do-not-call list you must honor.
2. Sales calls to consumers without your own National Do Not Call Registry subscription, or using another business's subscription.
3. Recorded, artificial or AI voices in sales calls without the person's prior express written consent. This includes voicemail drops, AI voice agents and recorded clips an agent plays during a call. Recorded and artificial voice sales calls are not allowed at all to Washington numbers.
4. Texts or WhatsApp messages to people who did not opt in to messages from you. Lists that were bought, rented or shared are not opt-in.
5. Caller ID you do not have the right to use, caller ID that does not take calls back, or a name on caller ID that is not your business.
6. Changing numbers to get around call blocking, call screening or spam labels, or to get around a state's limit on calls per person.
7. Calls outside the calling hours or above the call limits of the called person's state.
8. Recording people without the consent their state requires.
9. Scams, fraud, impersonating a person, a business or a government agency, threats, harassment, and false or misleading claims.
10. Charging advance fees where telemarketing law forbids it (credit repair, debt relief, loan guarantees, recovery services).
11. Random or sequential number dialing.
12. Traffic for anyone on a US sanctions list.
13. Reselling Liveleg to another business without a subaccount for that business.

2. Industries we do not accept

Outbound calling or texting for: extended auto warranties and vehicle service contracts; student loan debt relief; timeshare resale or exit; technical support; cryptocurrency, trading and unregistered investments; dating and adult content; multi-level marketing; gambling without a state license; lead generation calls that transfer people to other businesses, or that collect consent for many sellers at once.

3. Industries we review by hand

Debt collection; Medicare and ACA insurance; health care marketing; mortgage and consumer lending; credit repair and debt settlement; solar and home improvement; real estate investors who cold call owners; political calls; firearms. We may ask for licenses, a sample of consent records, scripts and a call plan before these accounts can dial. Some features may stay off. WhatsApp does not allow debt collection, payday or peer-to-peer lending, bail bonds, dating or MLM.

4. What every account must do

1. Have a written do-not-call policy and train your agents on it.
2. Honor do-not-call requests at once. Keep them at least 5 years. Never share one client's opt-outs with another business.
3. Keep consent records: who agreed, the number, the exact words they saw or heard, when, where, and the seller named. Send them to us within 5 business days when we ask.
4. Name your business and say why you are calling at the start of every call. Give a number or address where you can be reached.
5. Hold the state registrations, licenses and bonds your calls require, or a real exemption.
6. Keep your scripts and recorded messages for 5 years after you stop using them.
7. Tell us before you add a new industry, a new lead source, a recorded or AI voice, or calls into new states.

5. What we watch

We watch each account and subaccount for signs of a problem: complaints, traceback requests, carrier reports, spam labels, short-call and answer rates, opt-out rates, do-not-call matches, abandoned calls, and calls outside the hours or limits of a state. If we see one, we write to you.

6. How we handle a problem

Rules on single calls work on their own. A call to a number on your do-not-call list, outside calling hours, over a state limit, or without a required consent record is not placed, and you get a call.blocked event. That is not an action against your account.

Before we take any action against your account, numbers or campaigns, we do this:

1. Notice. We email the account owner and compliance contact (and, for a subaccount, the platform). The email says what we saw, the numbers behind it, what needs to change, and the date we need a reply. That is 5 business days, or 2 business days for traffic that looks illegal.
2. Follow-up. If the problem continues or we get no reply, your account engineer calls you and we send a second email. It gives a final date, at least 2 business days later.
3. Action. Only then do we limit or pause the affected campaign, numbers or subaccount, starting with the smallest step that fixes the problem. We email you when we do, and again when we lift it.
4. Closing an account follows the same steps and the 30-day notice in the terms, unless the law requires otherwise.

We act at once, and email you the same hour unless the law or an order forbids it, only when:

• a law requires it;
• a government or court order requires it, including FCC orders;
• a law enforcement agency lawfully requests it;
• a carrier blocks a number or route. We tell you what we know and help you fix it;
• a traceback obligation requires it;
• there is a security incident, such as a stolen API key, which we lock at once.

Even then we take the smallest step that meets the requirement, such as one traffic pattern, numbers or a campaign before a whole account, and we tell you when it is lifted.

We answer traceback requests within 24 hours, and lawful requests from regulators and law enforcement. When we answer a request about your calls, we tell you unless the law forbids it.

7. Reporting abuse

If you got a call or message through Liveleg that broke these rules, write to abuse@liveleg.dev with the number that called you, your number, and the date and time. We reply within 2 business days.