Acceptable Use Policy

1. Scope

This policy applies to you and to anyone you give access to your account. You are responsible for how it is used, and for ensuring that the configuration you set in your dashboard complies with the law applicable where you receive the calls.

2. Outbound calls and marketing

Kobem is an INBOUND call handling service. It may not be used for outbound calling campaigns, telemarketing, cold prospecting or automated promotional messaging.

This is not a commercial preference. In the United Arab Emirates, Resolutions 56 and 57 of 2024 subject marketing calls to prior authorisation, restricted hours, do-not-call screening and frequency limits, with fines between AED 10,000 and AED 150,000. In Spain and the European Union, unsolicited commercial communications require their own legal basis.

3. The recording notice is not removable

Where recording is enabled, the caller must be informed at the start of the conversation. You may reword the notice; you may not delete it, instruct the agent to omit it, or configure a greeting that contradicts it.

Recording without notice is a criminal offence in the United Arab Emirates (Article 431 of the Penal Code and Article 44 of the Cybercrime Law) and requires a legal basis and prior information in the European Union.

4. Prohibited questions

Do not configure questions aimed at obtaining special categories of data under Article 9 GDPR: racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, genetic or biometric data, health, sex life or sexual orientation.

Nor questions that serve to discriminate in access to housing on those grounds, or on grounds of sex, age, disability or family status. The dashboard warns you when a question you write may fall into one of these categories and records that warning; the warning is an aid, not a permission.

5. Impersonation and deception

You may not configure the agent to claim to be a specific real person, to deny being an automated system when asked directly, or to pass itself off as an entity other than your company. Nor to give information you know to be false about properties, prices or terms.

6. Misuse of the service

It is also prohibited to:

• Use the service for unlawful, fraudulent or deceptive activity, or to harass, threaten or intimidate.
• Attempt to access other accounts' data, probe the security of the service without prior written authorisation, or circumvent usage limits or technical measures.
• Resell the service as telephony, or distribute numbering and charge for it. Telephony is included in the software fee; marketing it separately would make whoever does so a carrier, which requires a licence.
• Deliberately overload the infrastructure, automate mass calling against the assigned number, or use the service in a way that degrades it for other customers.
• Upload to the knowledge base content you do not hold rights to, or personal data of third parties unconnected with the commercial relationship.

7. What we do if this happens

Faced with a breach, our normal course is to tell you and give you a reasonable period to correct it. We would rather make a call than send an automated email.

Where the breach is serious, unlawful, or may cause immediate harm — to a caller, to other customers or to the continuity of the service — Kobem may suspend the affected functionality or the account without prior notice, and will inform you as soon as reasonably possible. The suspension is lifted when the cause is corrected.

If we become aware of a breach of telecommunications or data protection law, we will cooperate with the competent authority to the extent the law requires.

8. How to report misuse

If you become aware of use of the service that breaches this policy — including if you are someone who received a call and believes they should not have — write to us at contact@kobem.ai. Tell us the number involved, the date and what happened. We review every report and we reply.

9. Changes

We may update this policy when the service or the applicable rules change. We will publish the current version here with its date, and will tell you if the change affects you materially.

This policy forms part of the Terms of Service, and terms defined there have the same meaning here.