Acceptable Use

1. Purpose of this policy

This Acceptable Use Policy (“AUP”) describes what is and isn't permitted when using the Alvoru AI customer-service platform. The AUP applies to all Clients (businesses that deploy Alvoru) and the end users (visitors to their website) who communicate through Alvoru. This policy forms part of Alvoru's Terms & Conditions .

2. Permitted use

Alvoru is intended for business customer service. The following uses are expressly permitted:

• Business customer service: answering customer questions about products, services, opening hours and company information.
• FAQ answering: automatically answering frequently asked questions based on the knowledge base provided by the Client.
• Appointments and bookings: guiding customers through scheduling appointments, reservations or services.
• Lead capture: collecting contact details of interested visitors, provided the visitor has given consent.
• General support: referring customers to the right contact person or department.
• Multilingual communication: communicating with customers in Dutch, English and German.

3. Prohibited use

The following uses are expressly prohibited and may lead to immediate suspension of the account:

• Spam and unsolicited communication: using Alvoru to send unsolicited messages, bulk outreach or cold-email campaigns to third parties without explicit consent.
• Deception: using Alvoru to spread false or misleading information, circumvent consumer protection or facilitate fraud.
• Illegal content: processing or distributing content that violates the law, including hate speech, material that harms minors, infringement of intellectual property or breaches of privacy legislation.
• Professional medical or legal advice: presenting AI-generated answers as binding professional medical, legal, financial or tax advice. Alvoru may be used for general information, but never as a substitute for a qualified professional.
• Automated scraping of personal data: using Alvoru to automatically collect, combine or export visitors' personal data without a lawful basis.
• API abuse: circumventing rate limits, carrying out denial-of-service attacks, reverse-engineering the Alvoru infrastructure or running automated scripts that strain the service.
• Political propaganda and disinformation: using Alvoru for political influence, disinformation campaigns or the systematic spread of unfounded claims.
• Resale without permission: reselling or sublicensing access to the Alvoru platform to third parties without Alvoru's prior written consent.

4. Client responsibility

The Client is responsible for the use of Alvoru by its own end users. The Client must inform its end users of the presence of an AI system in accordance with Article 50 of the EU AI Act (2024/1689). Alvoru provides a clear AI disclosure in the chat interface by default for this purpose.

The Client indemnifies Alvoru against third-party claims arising from use of the platform in violation of this AUP or applicable laws and regulations.

5. Consequences of violations

Alvoru reserves the right to take the following measures upon suspected or established violation of this AUP:

• Warning: for a first or minor violation, the Client receives a written warning by email.
• Temporary suspension: for repeated or more serious violations, access to the platform may be temporarily blocked until the situation is resolved.
• Immediate termination: in cases of serious abuse (such as illegal activities, large-scale spam or data-breach risk), the agreement may be terminated with immediate effect in accordance with Article 14 of the Terms and Conditions.
• Reporting to authorities: in cases of serious or criminal abuse, Alvoru may report to the competent authorities (police, data protection authority, consumer authority) and provide relevant information as part of a lawful request.

6. Reporting abuse

Have you spotted abuse of the Alvoru platform? Report it via info@alvoru.com with a description of the situation. Alvoru takes all reports seriously and handles them as quickly as possible.

7. Changes

Alvoru may amend this AUP. Material changes are announced at least 14 days in advance by email to active Clients. The most current version is available at alvoru.com/aup.

8. Contact

For questions about this policy: info@alvoru.com. You can find more information in the Terms & Conditions and the Alvoru platform.