Acceptable use policy

This policy forms part of our terms of service. It applies to every business that uses Tilly and everyone on their team. It exists to protect callers, our customers, our suppliers and the service itself.

1. Keep it lawful

You must not use Tilly in any way that breaks the law or a regulator's rules, including data protection, electronic marketing, consumer protection, equality and telecoms law, or helps anyone else to do so.

2. Things the receptionist must never be used for

• Payment card and banking details. Do not set the receptionist up to ask for, or take, card numbers, bank details, passwords, PINs or other security details. It is not built to handle them securely.
• Emergencies. It is not an emergency service. Do not rely on it for emergency, safety-critical or life-critical calls, and make sure your answers tell callers to ring 999 where life or property is at risk.
• Nuisance and marketing calls or messages. Your number is for receiving calls. Do not use it, or our text message and WhatsApp alerts, to send marketing, spam or nuisance calls or messages.
• Deception. Do not use the receptionist to mislead callers about who they are dealing with, to pretend to be another business, a public body or a real person, or to deny being an AI receptionist when a caller sincerely asks.
• Harm. Do not use it to harass, threaten, abuse or discriminate against anyone, or to collect information about people for stalking, profiling or similar purposes.

3. Voices

You may only copy a real person's voice with that person's written permission, and only for your own receptionist. Never copy or imitate the voice of a public figure, a celebrity or anyone who has not agreed. Do not use any voice to say things the speaker would not have agreed to.

4. Sensitive information

If callers are likely to share health or other sensitive information with your business (for example if you are a clinic), you must have a lawful basis and condition for handling it, tell callers, and not set the receptionist up to ask for more than you need. If you are regulated, for example by the Financial Conduct Authority, the Solicitors Regulation Authority or a healthcare regulator, you remain responsible for meeting your regulator's rules on calls, records and advice.

5. Your content

Only give the receptionist content you have the right to use, such as your own website, documents, brand guidelines and logo. Do not upload anything unlawful, defamatory or that infringes someone else's rights.

6. The service itself

Do not try to break, overload, probe or get around the security of Tilly; access accounts or data that are not yours; copy, scrape or reverse engineer the service; resell it without our written agreement; or use it to build a competing product.

7. What we may do

If we reasonably believe this policy has been broken, we may investigate, remove content or voices, suspend all or part of the service, end the agreement as the terms of service allow, and report matters to the police or a regulator where appropriate. Where we can, we will tell you first and give you the chance to put things right.

8. Reporting misuse

If you think Tilly is being misused, for example a call you received from a number you think is ours, please email hello@tillyanswers.co.uk.