Acceptable Use Policy

Loray (loray.ai) Effective date: June 4, 2026 Last updated: June 4, 2026 · Version 3

This Acceptable Use Policy ("AUP") defines what is and is not permitted when using Loray's platform. It supplements — and does not replace — the Terms of Service. Capitalized terms have the meanings given in the Terms of Service.

All Contractors and any users they authorize are bound by this AUP.

Geographic scope. Loray's Services are intended solely for sending messages to, and placing calls to, recipients located in the United States. You may not use the Services to contact recipients outside the United States without Loray's prior written approval.

1. Permitted Message Types

You may use Loray to send the following types of communications to Contacts who have provided appropriate consent:

Transactional & Service Messages

Appointment confirmations, reminders, and rescheduling notifications
Job status updates (e.g., "Technician is on the way," "Job completed")
Quote and estimate delivery
Invoice delivery and payment confirmations
Missed-call follow-ups responding to inbound inquiries

Promotional & Marketing Messages (requires prior express written consent)

Special offers, seasonal promotions, or discounts
Review requests after service completion
Referral program announcements
New service announcements to existing customers

Customer Support Messages

Responses to customer questions or complaints
Follow-ups on open support tickets or service requests

2. Consent Requirements

Message Type	Required Consent
Transactional / service messages (SMS)	Prior express consent (verbal, written, or inbound inquiry)
Marketing / promotional messages (SMS)	Prior express written consent (TCPA-compliant)
Automated voice calls — informational / service (reminders, confirmations, job or order status)	Prior express consent
Automated voice calls — promotional / telemarketing	Prior express written consent

Mixed-purpose calls. Any automated call that includes a sales, upsell, cross-sell, offer, or invitation-to-purchase component is treated as telemarketing and requires prior express written consent. When the purpose of a call is unclear, classify it as promotional and obtain written consent.

You are responsible for obtaining, recording, and honoring consent. Loray stores consent records on your behalf but is not responsible for the validity of consent you collect.

Consent record retention: You must retain proof of consent (opt-in language, timestamp, channel, IP address where applicable) for at least four (4) years after the last communication or until consent is revoked, whichever is later. Loray may request these records at any time.

Opt-in language requirements: Before a Contact opts in, you must clearly disclose: (a) the type of messages they will receive, (b) the approximate sending frequency, (c) the business name sending the messages, (d) that message and data rates may apply, and (e) the opt-out keywords (STOP) and help keyword (HELP).

3. Prohibited Content

You may not use Loray to send any of the following:

Illegal or Harmful Content

Content that violates any federal, state, or local law
Offers for illegal products or services
Content that promotes violence, self-harm, or threats against any person or entity
Phishing attempts, fraudulent misrepresentation, or impersonation of any person or entity

SHAFT Categories (CTIA-prohibited)

Loray follows CTIA Messaging Principles & Best Practices and prohibits all SHAFT content:

S — Sex, adult, or sexually explicit content of any kind
H — Hate speech or content targeting any individual or group based on race, religion, nationality, gender, sexual orientation, disability, or any protected class
A — Alcohol promotion or sales (without age-gating and explicit consent that meets state-specific requirements)
F — Firearms, ammunition, weapons, or related accessories
T — Tobacco, e-cigarettes, vaping products, and cannabis/CBD products (regardless of state legality)

Spam and Unsolicited Messaging

Bulk unsolicited messages to Contacts who have not provided consent
Any message to a Contact who has opted out
Repeated messages after a Contact has used a recognized opt-out keyword (STOP, UNSUBSCRIBE, QUIT, CANCEL, END)
Snowshoeing (spreading message volume across multiple sender IDs to avoid carrier limits)
Affiliate marketing or lead aggregation where consent was not collected at the point of contact submission, identifying Loray's Contractor as the sending party
Purchased, rented, scraped, or otherwise acquired contact lists are strictly prohibited. Consent is non-transferable and cannot be bought, sold, or shared between businesses — each Contact must have consented to be contacted by the specific Contractor messaging them.

Prohibited Industries & Use Cases

High-risk financial services (payday loans, "no-credit-check" loans, cryptocurrency investment schemes, get-rich-quick offers)
Adult content or services
Gambling, sweepstakes, or lottery promotions
Firearms, ammunition, or controlled substances
Cannabis, CBD, kratom, or any controlled-substance-adjacent products
Debt collection using automated messages without explicit prior consent under FDCPA
Political campaign messaging, voter outreach, or election-related communications
Multi-level marketing (MLM) recruitment
Pharmaceutical promotion of prescription drugs to consumers

URL & Link Restrictions

Public URL shorteners are prohibited: bit.ly, tinyurl.com, goo.gl, t.co, ow.ly, is.gd, buff.ly, and any other shared/free shortener. Carriers automatically filter messages containing them.
Only full URLs or branded/dedicated shorteners (e.g., your own domain with a redirect) are permitted.
All links must lead to content owned or directly controlled by the sending Contractor.

Misleading or Deceptive Content

False or misleading claims about your business, services, or pricing
Suppressing, altering, or bypassing opt-out instructions
Using a sender name or number that misrepresents the identity of the sender
Imitating well-known brands, government agencies, or financial institutions

4. SMS Messaging Rules

Opt-out keywords: Every outbound SMS campaign must honor STOP, UNSUBSCRIBE, QUIT, CANCEL, END, REVOKE, OPT-OUT, and STOP ALL keywords. Opt-outs are processed promptly — typically immediately at the carrier level — and in no event later than 24 hours, and are acknowledged with a single confirmation message.
Opt-out is permanent and cross-program: An opt-out applies permanently and across all campaigns and programs operated by that Contractor, unless the Contact later provides renewed express consent.
HELP keyword: Every campaign must respond to HELP with the business name, customer service contact (email or phone), and link to terms.
Opt-in confirmation: The very first message after a Contact opts in must include the business name, message frequency, and the phrase: "Reply STOP to unsubscribe, HELP for help. Msg & data rates may apply."
Sender identification: Every initial message must clearly identify your business name.
Campaign use-case match: Message content must match the use case registered for your A2P 10DLC campaign with The Campaign Registry (TCR). Sending traffic outside your registered campaign description may result in campaign suspension by carriers.
Reassigned & wrong numbers: You must promptly stop messaging any number identified as reassigned, disconnected, or a "wrong number," and should scrub against the FCC Reassigned Numbers Database where applicable.
Message frequency: Do not send more messages than the frequency disclosed to the Contact at the time of consent. If no specific frequency was disclosed, limit promotional messages to no more than 4 per month per Contact.
Business hours: Promotional and non-urgent messages must only be sent between 8:00 AM and 9:00 PM in the Contact's local time zone. Where state law imposes stricter hours (e.g., Florida 8 AM–8 PM, Oklahoma 8 AM–8 PM, certain Sunday/holiday restrictions), the stricter rule applies.
Throughput limits: Sender throughput is allocated based on carrier rules and your A2P 10DLC Brand/Campaign trust score. Exceeding the allocated throughput may result in message filtering, queuing, or temporary suspension by the carrier — Loray does not override these limits.
Carrier filtering: Carriers (AT&T, T-Mobile, Verizon, etc.) may filter or block messages that violate their policies, even where the content complies with this AUP. Loray does not guarantee delivery of messages flagged by carrier anti-spam systems.

5. Voice Call Rules

AI voice is regulated under the TCPA: AI-generated and AI-cloned voices are classified as "artificial or prerecorded voice" under the TCPA (FCC Declaratory Ruling, February 2024). Consent requirements follow the tiers in Section 2: informational / service calls (e.g., appointment reminders, confirmations, job or order status updates) require prior express consent, which a Contact provides by giving you their phone number for that purpose; promotional or telemarketing calls require prior express written consent. Any call that mixes a service message with a sales, upsell, cross-sell, or offer component is treated as telemarketing and requires written consent — when in doubt, classify the call as promotional. Emergency calls are exempt.
AI Disclosure: All automated voice calls must disclose within the first 5 seconds that the caller is an AI assistant (e.g., "Hi, this is an AI assistant calling on behalf of [Business Name]...").
Accurate caller ID: Outbound calls must transmit accurate caller ID information. Spoofing or falsifying caller ID is prohibited under the Truth in Caller ID Act, and calls must comply with applicable STIR/SHAKEN caller-authentication requirements.
Business hours: Automated outbound calls may only be placed between 8:00 AM and 9:00 PM in the Contact's local time zone. Where state law imposes stricter calling hours, the stricter rule applies.
Do-Not-Call compliance: You must check and honor the National Do-Not-Call Registry (refreshed at minimum every 31 days) and any internal DNC lists before placing outbound calls.
Call recording: If calls are recorded, you must provide the required disclosure under applicable state law (one-party or two-party consent) before recording begins.
Abandoned calls: Automated call abandonment must not exceed 3% of answered calls in any 30-day period, per the FTC Telemarketing Sales Rule.

6. Enforcement

Loray monitors platform usage for AUP violations. Actions taken depend on violation severity:

Severity	Examples	Action
Low	Missing opt-in language, minor over-messaging	Written warning, required remediation
Medium	Repeated opt-out failures, isolated prohibited content	Temporary message suspension (24–72 hours)
High	Spam campaigns, fraudulent content, impersonation	Immediate account suspension
Critical	TCPA violations at scale, threats, illegal content, SHAFT violations	Permanent account termination, carrier reporting

Loray reserves the right to skip lower-severity steps when a violation creates immediate legal, reputational, or safety risk.

Right to refuse, audit, and verify. Loray reserves the right at any time to: (a) refuse onboarding or registration for any use case at our sole discretion; (b) request proof of consent, opt-in screenshots, sample messages, recorded calls, or compliance documentation; (c) suspend or terminate accounts for failure to provide requested documentation within 5 business days; and (d) report violations to upstream carriers, The Campaign Registry (TCR), regulators, or law enforcement.

7. Reporting Violations

If you believe your account has been compromised, or if you have received unwanted messages sent through Loray's platform, please report it immediately:

Email: [email protected] Subject line: AUP Violation Report

Loray investigates all reported violations and will respond within 2 business days.

8. Applicable Laws & Standards

This AUP incorporates by reference, and you must comply with, the following laws, regulations, and industry standards:

Telephone Consumer Protection Act (TCPA), 47 U.S.C. § 227, and all FCC implementing regulations
FTC Telemarketing Sales Rule (TSR), 16 C.F.R. Part 310
CAN-SPAM Act, 15 U.S.C. §§ 7701–7713 (where applicable)
Truth in Caller ID Act and FCC STIR/SHAKEN caller-authentication rules
CTIA Messaging Principles and Best Practices (latest published version)
Mobile Marketing Association (MMA) Consumer Best Practices
A2P 10DLC requirements as defined by The Campaign Registry (TCR) and US mobile carriers
California Consumer Privacy Act / California Privacy Rights Act (CCPA/CPRA), where the Contact is a California resident
Washington My Health My Data Act and similar state biometric/health-data laws, where applicable
State telemarketing, call-recording, and wiretapping laws in every jurisdiction where you contact Contacts (including stricter quiet-hour rules)
National Do-Not-Call Registry and any state-maintained DNC registries
Fair Debt Collection Practices Act (FDCPA), where applicable

Where any of the above imposes a stricter requirement than this AUP, the stricter rule controls.

9. Updates to This Policy

Loray may update this AUP from time to time. Material changes will be communicated by email or in-app notification at least 14 days before taking effect. Continued use of the Services constitutes acceptance of the updated AUP.

For questions about acceptable use, contact [email protected] or visit loray.ai.