Acceptable Use Policy

1. Messaging and Consent

You must not:

• Send any message to a person who has not given the consent required by the Telephone Consumer Protection Act, applicable state law, HIPAA, or carrier rules.
• Send to purchased, rented, scraped, or otherwise acquired lists where consent was not given to you directly.
• Ignore, delay, or override an opt-out. STOP requests must be honored immediately and permanently.
• Disable, circumvent, or alter opt-out language, quiet-hours restrictions, or consent capture built into the Services.
• Send messages outside the hours permitted by applicable law or by the Services' quiet-hours settings.
• Use another practice's phone number, brand, or identity, or misrepresent who is sending a message.

2. Content of Messages

You must not use the Services to send content that:

• References or implies knowledge of an individual's health condition, diagnosis, symptoms, or reason for care.
• Is false, deceptive, or misleading, including false claims about outcomes, credentials, insurance coverage, or pricing.
• Is unlawful, harassing, threatening, defamatory, obscene, or discriminatory.
• Promotes categories prohibited by carriers, including controlled substances, cannabis, firearms, gambling, high-risk lending, debt relief, or adult content.
• Infringes anyone's intellectual property or privacy rights.

3. Data You May Not Enter

The Services contain no fields for clinical documentation and are not built to hold it. You must not enter or transmit:

• Clinical or session notes, treatment plans, diagnoses, or clinical assessments.
• Psychotherapy notes.
• Substance-use-disorder records subject to 42 C.F.R. Part 2.
• Genetic information subject to special restrictions.
• Payment card numbers, bank account numbers, Social Security numbers, or other government identification numbers.
• Biometric identifiers.

If you need to handle any of the above, contact us first. Some use cases can be supported with additional terms and controls; most belong in your EHR instead.

4. Security and Integrity

You must not:

• Share credentials, allow unauthorized access, or maintain accounts for departed staff.
• Attempt to access another customer's account, data, or environment.
• Conduct penetration testing, vulnerability scanning, or automated probing without our prior written agreement.
• Reverse engineer, decompile, scrape, or attempt to extract the underlying software, templates, or configurations.
• Introduce malware, or interfere with or overload the Services.
• Use automated means to create accounts or generate artificial traffic or submissions.

5. Resale and Competitive Use

You must not resell, sublicense, white-label, or provide the Services to third parties; use the Services to provide marketing or automation services to other practices; or copy our funnels, workflows, or configurations to build a competing product.

6. Clinical Reliance

You must not use the Services as a substitute for professional judgment, emergency services, diagnosis, treatment, or mandatory human review, or configure automation in a way that delays urgent clinical response. The Services are not a medical device and perform no clinical function.

7. Enforcement

8. Reporting

Report suspected misuse, security issues, or messages you believe violate this Policy to support@caseloadflow.com.

9. Changes

We may update this Policy as law, carrier requirements, and the Services evolve. Material changes take effect no earlier than thirty (30) days after posting.