Acceptable Use Policy
Last updated: October 16, 2026
This Acceptable Use Policy ("AUP") forms part of the Maica Terms & Conditions. It applies to every customer, team member, reseller and integration that uses Maica, and to all Agent instructions, contact lists, voices, recordings and outputs. An attempt to break this policy is treated as a breach even if it fails. The examples below do not limit the policy.
Local law always applies. If an activity is lawful in one country but not in another, you may carry it out only where it is lawful, and you must not direct it at people in any country where it, or its promotion, is prohibited.
1. Prohibited uses
You must not use Maica to:
- Deceive or impersonate. Claim that an Agent is human when asked or when the law requires disclosure; impersonate a real person, government body, bank, brand or Maica; or clone or imitate a real person's voice without that person's documented consent.
- Commit fraud. Run phishing, vishing, fake debt collection, advance-fee, tech-support, lottery or investment scams; collect passwords, OTPs, PINs or full card numbers by voice; or try to defeat voice authentication, voice biometrics or liveness checks.
- Make unlawful calls or messages. Contact people without the required consent, call numbers on Do-Not-Call registers, call outside permitted hours, spoof caller ID, use random or sequential dialling, or ignore opt-out requests.
- Harass or abuse. Threaten, intimidate, harass or stalk anyone, or produce hate speech or content that promotes violence.
- Harm children. Create or share any sexual content involving minors, or target minors with marketing or content unsuitable for their age.
- Interfere with elections. Make campaign or voter-persuasion calls, impersonate candidates or officials, or spread false information about voting.
- Misuse personal data. Collect, buy or use personal data without a lawful basis; profile people unlawfully; process health, biometric, financial or children's data without the safeguards the law requires; infer sensitive traits such as religion, caste, health or sexual orientation from a person's voice or conversation; or carry out social scoring.
- Make high-impact decisions without a human. Use an Agent as the only decision-maker for hiring, dismissal, credit, insurance, housing, medical treatment or access to essential services.
- Give regulated advice. Present an Agent as a doctor, lawyer or licensed financial adviser, or give diagnoses, prescriptions or individual investment advice.
- Handle emergencies. Use Agents for emergency services, crisis lines or any situation where a failure could cause death or serious injury.
- Abuse the platform. Bypass safety controls or usage limits; reverse engineer or overload the Services; share accounts to avoid enforcement; use outputs to build a competing product or model; or remove or alter any AI label, watermark or provenance marker applied by Maica.
- Break any other law of the country where you operate or where the person contacted is located.
2. Prohibited industries
The following are not allowed on Maica in any country:
- promotion, advertising, onboarding or re-engagement for real-money online gaming, betting or gambling directed at people in India, or in any other country where that activity or its promotion is illegal;
- unlicensed or illegal gambling, betting, lotteries or sweepstakes anywhere;
- illegal drugs, unlicensed controlled substances, and the sale of weapons or explosives;
- adult sexual content or services;
- pyramid or multi-level marketing schemes, get-rich-quick schemes and unregistered investment offers;
- unlicensed debt collection, debt relief or credit repair; and
- any person or business that we are prohibited by law or sanctions from serving.
3. Restricted industries
The following need Maica's prior written approval before going live, and may need extra safeguards such as licence checks, script review, call recording or limits on calling regions:
| Industry | What we need to see |
|---|---|
| Licensed real-money gaming, betting or lotteries, only where lawful | A licence for every target country; age verification; responsible-gambling messages; no calls to India |
| Lending, payday or high-cost credit | A lending licence; the required regulatory disclosures |
| Cryptocurrency, trading, forex or investment products | Regulatory authorisation; risk warnings |
| Debt collection | A licence; compliance with local collection rules, such as RBI fair-practice directions in India; no threats, abuse or calls at unreasonable hours |
| Healthcare beyond scheduling and reminders | Clinical oversight; health data safeguards |
| Insurance sales | A licence; the required regulatory disclosures |
| Political, religious or advocacy outreach outside elections | Content review; consent records |
| Government and public bodies | A separate agreement |
| Alcohol, tobacco, vaping or cannabis, where legal | A licence; age checks |
| Identity verification, KYC and voice-biometric workflows | The explicit consent of each person; biometric data safeguards |
We assess each request by where the people being contacted are located, not only where your company is registered. We may withdraw an approval at any time.
4. Required safeguards for every Agent
Every Agent must, where the law requires: say at the start of the conversation that it is an AI system; announce call recording; stop contacting anyone who asks; and offer a route to a human for complaints or sensitive matters. You must keep records of consents and opt-outs for at least the period your local law requires.
5. Monitoring and enforcement
We use automated checks, reports and human review to detect misuse, which may include reviewing Agent instructions, call metadata and samples of content. If we find or reasonably suspect a breach, we may, without prior notice and without liability: warn you; remove content; pause Agents; suspend or close your account; cancel credits obtained through abuse; and report the matter to carriers, regulators or law enforcement where required or where there is a serious risk of harm.
6. Reporting misuse
To report misuse, such as an unwanted call or a voice used without consent, email [email protected] with the number called and the date and time of the call.
7. Appeals
If you believe an enforcement decision was made in error, reply to our notice or email [email protected] within 30 days. We will review the decision and respond.