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Acceptable Use Policy (AUP)

Effective Date: 9 May 2025

This Acceptable Use Policy (“Policy”) governs the use of the Helo.ai communications platform (the “Service”), operated and maintained by VivaConnect Private Limited (“Helo”, “we”, “our”, or “us”). This Policy is designed to ensure the lawful, ethical, secure, and effective use of the Service by all Clients, Users, and their End Users.
By accessing or using the Service, the Client (“you”, “your”, or the “User”) acknowledges and agrees to comply with this Policy. Any violation of this Policy may result in the suspension, limitation, or termination of your access to the Service, in addition to other legal remedies available under applicable law or contract.

1. Prohibited Uses

You shall not, directly or indirectly, use the Service to:

  • Send unsolicited bulk communications, including spam, chain messages, or pyramid schemes;
  • Transmit fraudulent, deceptive, defamatory, or otherwise misleading content;
  • Impersonate any person, entity, or organization, or misrepresent your affiliation;
  • Promote, engage in, or facilitate any unlawful, abusive, or harmful activity;
  • Introduce or distribute malware, viruses, worms, spyware, ransomware, or phishing content;
  • Attempt to probe, scan, exploit, or test the vulnerability of the Service or circumvent any security feature;
  • Interfere with or disrupt the integrity, performance, or availability of the Service;
  • Violate any applicable telecommunications regulations or any third-party platform policies, including those of WhatsApp, RCS, SMS aggregators, or email providers;
  • Engage in activities that adversely affect or degrade the Service or network infrastructure.

2. Customer Responsibilities

Each Client shall:

  • Ensure that all authorized users, agents, affiliates, and representatives comply with this Policy;
  • Obtain valid, lawful, and auditable consent from recipients before initiating communications;
  • Use only pre-approved templates and content formats when required by law or channel policies (e.g., DLT, WhatsApp Message Templates);
  • Promptly report any suspected abuse, breach, or policy violation to Helo at the contact details listed below.

3. Content Standards

  • Comply with applicable laws, industry standards, and ethical practices;
  • Not contain, promote, or encourage hate speech, discrimination, harassment, or violence;
  • Not include obscene, pornographic, sexually explicit, or exploitative material;
  • Avoid dissemination of unverified medical claims, misinformation, or illegal advertisements;
  • Align with the content policies of third-party messaging platforms and relevant regulatory authorities.

4. Channel-Specific Restrictions

The User must comply with the specific terms of use for each communication channel, including but not limited to:

  • WhatsApp: Business Policy, Commerce Policy, and Message Template Guidelines as issued by Meta;
  • RCS: Compliance with Google's Messaging Partner Guidelines;
  • SMS: Mandatory DLT registration and template pre-approval per Indian telecom regulations (TRAI);
  • Email: Adherence to national and international anti-spam laws (e.g.,CAN-SPAM Act, GDPR, IT Act, 2000).

Failure to comply may result in regulatory penalties and service disruption.

5. Platform Abuse and Security Obligations

  • Interfere with the monitoring, rate-limiting, load-balancing, or failover infrastructure of the Service;
  • Attempt unauthorized access to any account, data, service, or network;
  • Use the Service to transmit unusually high volumes of traffic or execute stress-testing without prior coordination and consent;
  • Store, process, or transmit Personal Data or Sensitive Personal Data that is not essential to the intended communication campaign;
  • Reverse-engineer, decompile, or tamper with any part of the Service or infrastructure.

6. Enforcement and Remedies

Violation of this Policy shall entitle Helo, at its sole discretion, to undertake one or more of the following actions:

  • Issue a written or electronic warning to the offending party;
  • Temporarily suspend access to some or all Services;
  • Permanently terminate the offending User's account;
  • Pursue claims for damages or injunctive relief under applicable law or agreement;
  • Report violations to relevant regulatory, telecommunications, or law enforcement authorities where legally required or deemed necessary.

7. Amendments to the Policy

Helo reserves the right to modify or update this Policy at any time to reflect changes in law, technology, or business operations. Any updates shall be effective upon publication on our official website or upon written/email notification. Continued use of the Service following such changes constitutes acceptance of the revised Policy.

8. Contact Information

For any questions regarding this Policy or to report a violation, please contact:
Email: info@helo.ai
Postal Address:
Vivaplex, C7, Street 22,
MIDC, Opp. Rolta Technology Park,
Andheri (East), Mumbai – 400093, India.

9. Definitions

For the purposes of this Acceptable Use Policy:

  • "Client" or "User" means any business entity or authorized individual who subscribes to or uses the Helo.ai platform.
  • "End User" means the individual recipient of messages or services facilitated through the Client's use of the Helo.ai platform.
  • "Service" refers to the Helo.ai communication platform, including APIs, user interfaces, and infrastructure provided by VivaConnect Private Limited.
  • "Personal Data" has the meaning assigned under the Information Technology Act, 2000 or GDPR, and refers to any data relating to an identified or identifiable individual.
  • "Sensitive Personal Data" includes passwords, financial information, biometric data, health information, etc., as defined under applicable data protection laws.
  • "Spam" refers to unsolicited bulk communications sent without valid consent or lawful basis.
  • "Subprocessor" means any third-party entity engaged by Helo to process Personal Data on its behalf, including telecom partners and infrastructure providers.
  • "Telecom Regulations" refers to regulations issued by the Telecom Regulatory Authority of India (TRAI) and other national regulatory authorities.
  • "Channel-Specific Policies" means usage restrictions, formatting standards, and content requirements issued by messaging platforms like WhatsApp, Google RCS, SMS aggregators, or email providers.