Acceptable use and limits

1. Principles

• Use the assistant as you would a trusted human assistant: for your own affairs or those of your business, respecting the law and the people it communicates with.
• You are responsible for what the assistant does on your behalf within the permissions you grant.
• People who interact with the assistant must know that it is an automated system.

2. Prohibited uses

Communications

• Sending spam, unsolicited bulk messages, chain messages, large-scale cold outreach, or messages to people who have not given their consent where the law or the platform’s policies require it.
• Harassing, threatening, defaming or intimidating anyone, or collecting debts aggressively or deceptively.
• Impersonating another person or organisation, or making people believe the assistant is a real person.
• Sending anonymous messages or making anonymous calls, or hiding who is sending them, or signing up with a name, email address or phone number that is not yours. Albion always identifies the sender to third parties (Terms, section 8).
• Asking the assistant to help commit a crime (for example, obtaining or selling drugs or weapons, scamming, extortion or accessing other people’s accounts) or to pass on threats. These messages are detected by safety screening, may lead to immediate closure of the account and may be reported to the authorities.
• Phishing, scams, fraud, social engineering or spreading harmful disinformation.

Content and data

• Content that is illegal, exploits children, incites hatred or violence, or infringes intellectual property or image rights.
• Monitoring, tracking or recording people without a legal basis or without their knowledge where that is required; accessing other people’s accounts, emails or devices without authorisation.
• Processing special category data (health, ethnic origin, beliefs, etc.) or children’s data without a legal basis and without need.

Service and platforms

• Breaching the WhatsApp Business Terms, the WhatsApp Business Messaging Policy, Meta’s Commerce Policy, or the terms of Google, Microsoft or any other connected provider.
• Trying to get around limits, token meters, security controls or confirmations; testing for vulnerabilities without authorisation; overloading the service.
• Accessing the service by unauthorised automated means, extracting data at scale, or reverse engineering.
• Reselling, sublicensing or sharing your access or your token balance, or offering the service to third parties as your own without a written agreement.
• Using the service or its answers to develop or train competing AI models.
• Using it for high-risk activities: emergencies, health or safety services, automated decisions with legal effects on people, or any use in which a failure could cause serious harm.
• Using numbers for purposes other than those declared when they were registered (for example, selling third-party messaging through a number registered as a personal assistant).

3. Specific rules for WhatsApp, SMS and voice

• Messages are sent only to people who have given their consent or with whom there is a relationship that justifies it. Outside the 24-hour window since the contact’s last message, only templates approved by Meta and suited to their category can be sent.
• You must respect opt-outs: if someone asks not to receive any more messages, the assistant will stop writing to them and you must not instruct it otherwise.
• Meta rates the quality of each number. Many complaints, blocks or reports may reduce the daily conversation limit or lead to the number being suspended, without liability for Albion.
• Calls: comply with the rules on marketing calls, do-not-call registers (for example, the Robinson List in Spain and the TPS in the United Kingdom), calling hours and consent to record or transcribe.
• Using the voice feature to impersonate a real person or clone their voice without their consent is prohibited.

4. Usage limits

To keep the service stable and fair, we apply the following limits. The specific values for each plan are shown in the panel (Usage and Subscription sections) and may be adjusted with reasonable notice.

• Tokens: usage is deducted from your balance (PAYG) or from your monthly allowance (subscription plans). When it runs out, the assistant pauses or uses additional balance if you have turned on automatic top-up. Allowances do not roll over unless the plan says so.
• Features by plan: the automatic briefing, delegation to third parties, the receptionist, numbers of your own and other features may be available only on certain plans.
• Frequency and size: we apply limits on requests per minute, message length, size and type of attachments, volume of emails processed per request and maximum call length.
• Connected accounts: the number of email accounts, calendars and apps you can connect depends on your plan and on the providers’ limits (Google, Microsoft, Nylas).
• Outgoing messaging: daily limits on conversations started, set by Meta according to the quality and tier of your number, and our own limits to prevent abuse.
• Meetings: you set the maximum length and the bookable hours; the assistant does not create overlapping meetings.
• Trials and bonuses: welcome bonuses and vouchers can be used once only, are personal and may be withdrawn if abuse is detected.
• Data: conversation memory and history are kept as set out in the Privacy Policy.
• Fair use: if your actual use of voice, messaging or other resources with variable costs consistently and unusually exceeds what is expected for your plan, we may ask you to change plan, bill the excess at the current rate or limit the service.

5. Who is responsible for what

6. What happens in the event of a breach

Depending on how serious it is, we may warn you, limit features, pause the assistant, suspend or close the account (without a refund in the case of a serious breach), withdraw numbers or bonuses, and notify platforms or authorities where the law requires it. We may act immediately if there is a risk to third parties, to the security of the service or to the continuity of an essential provider.

7. Reports and contact

If you receive abusive communications sent by an Albion assistant or notice misuse, write to us at contact@albionwealthservices.com. More information is in the Terms of Service and the Privacy Policy.