Heyfixit Acceptable Use Policy
This policy forms part of the agreement between Heyfixit, Inc. ("Heyfixit", "we", "us") and you under the Heyfixit Terms of Service. It applies to you, your Users and everything the Agents do on your behalf. Words defined in the Terms of Service have the same meaning here.
1. General rules
You must not use the Services to:
(a) break any law or regulation, or help anyone else to;
(b) infringe anyone's intellectual property, privacy or other rights;
(c) send or store content that is fraudulent, threatening, harassing, defamatory, hateful or sexually explicit, or that encourages violence or self-harm;
(d) send or store malware, or anything designed to damage or gain unauthorised access to systems or data;
(e) test, probe or attack the security of the Services, or overload or disrupt them, without our written permission;
(f) access the Services other than through the interfaces we provide, or scrape or copy them;
(g) discriminate unlawfully against anyone, including under the UK Equality Act 2010 and the US Fair Housing Act.
2. Agents, calls and messages
When you use the Services, you must not:
(a) let an Agent claim or suggest that it is a person or deny being an AI agent when asked, or present content an Agent produced without human review as written or spoken by a person. This does not stop a person on your side from reviewing content an Agent drafted and sending it in their own name;
(b) use a voice that copies or sounds like a real person, or a name that suggests a specific real person, without that person's explicit written consent and our written agreement, or impersonate any person or organisation;
(c) display a phone number or sender name that misleads people about who is contacting them;
(d) send spam or unsolicited bulk messages, or marketing that clause 4.2 of the Agent and Communications Terms does not allow;
(e) contact people using contact details that were bought, rented or sold, or that were collected for a purpose unrelated to the contact, or contact people who have asked not to be contacted;
(f) contact people at times the law does not allow, or so often or in a way that harasses them;
(g) pressure people or exploit their age, disability, health or money problems, or make false or misleading statements, including about legal action, charges or other consequences. Accurate statements about legal steps that a person on your side has approved are allowed;
(h) make or carry out a decision covered by clause 1.3 of the Agent and Communications Terms without the human review that clause requires;
(i) use an Agent as the only means of detecting or responding to an emergency that threatens life or safety, such as in alarm monitoring, or to control safety equipment. Taking reports of emergencies and passing them to your team, arranging access for safety inspections and repairs, and approving work, documents and permits under the autonomy you set, are allowed, and clauses 1.5, 1.6 and 1.9 of the Agent and Communications Terms apply;
(j) take part in political campaigning or lobbying, or contact voters or public officials about an election or referendum;
(k) get around the safety rules built into the Agents, for example through prompt injection, or try to extract their prompts, instructions or models;
(l) track a person's location, movements or communications without their knowledge or a lawful basis;
(m) identify or verify people from their voice, or create voiceprints;
(n) recognise people's emotions, or categorise people, from biometric data such as their voice or face, or infer sensitive traits such as health, ethnicity, political views, religion, trade union membership or sexuality, unless we agree in writing. Where we agree to emotion recognition for a person's safety, you must tell each person it applies to before it is used, and clause 2(v) still applies. This does not stop the Agents noticing distress or vulnerability from what a person says, and escalating or adjusting how they respond, as your instructions allow;
(o) use the Agents to make or carry out decisions about an individual engineer's or worker's employment, pay, discipline or engagement. Assigning and reassigning day-to-day work under your instructions, such as which engineer visits which property, is allowed. The Agents may give you data and insight about individual engineers and workers, such as how a visit went against the job's requirements or what Contacts said about it. Any decision based on it is made by a person on your side and is your responsibility. You may measure a contractor business against the service levels in its contract. You may keep a safety warning on a person who has been abusive or threatening, under your lawful basis;
(p) collect consumer debts on behalf of someone else. Chasing your own invoices and payments, and following up approval of your own quotes, is allowed;
(q) create false records or evidence, for example for an insurance claim or legal proceedings;
(r) create, share or ask for sexual content involving anyone under 18, or direct the Agents at people under 18;
(s) help with weapons, terrorism, violent extremism, human trafficking or illegal goods;
(t) connect an Agent to a life-safety system, such as a fire, gas, alarm, lift or smoke control system, so that it can operate it without a person's approval;
(u) configure an Agent to give legal, financial, medical or other advice that needs a professional qualification, or to claim that it holds a qualification or licence;
(v) use the Services for an AI practice that the EU AI Act or a similar law prohibits, or, unless we agree in writing and you meet the duties the law gives you, in a way that law treats as high-risk;
(w) use the Agents' Outputs, including their voice and words in recordings and transcripts, to build, train or improve an AI model or service that competes with the Services;
(x) remove or hide watermarks or other signals that show content was made by AI;
(y) use the Services if you, or anyone using them for you, is on a sanctions list, or to contact people in a country under general sanctions.
3. Data you must not put into the Services
Unless we agree in writing, you must not use the Services to collect, or put into them:
(a) payment card details;
(b) bank account details through calls, texts or WhatsApp messages. Bank details in supplier records, purchase orders and invoices you upload are allowed;
(c) government identification numbers, such as passport, driving licence, National Insurance or Social Security numbers, other than those the work needs in your records about your engineers and contractors, for example to take them on;
(d) special category data or criminal offence data, except what the work needs and you hold under your lawful basis and any further condition the law requires for that data (for example under Article 9 or 10 of the UK GDPR and the EU GDPR), such as:
- access or mobility needs and other needs a person has for a visit;
- notes about a person's vulnerability;
- safety warnings about a person; and
- the type, date, reference and result of checks on your engineers and contractors, but not copies of criminal record certificates or details of any conviction;
(e) information about children, other than incidental mentions.
4. Our providers' rules
The Services use telecoms, messaging, voice, speech and AI providers. Their usage rules also apply to how the Services are used, so far as they cover the parts of the Services you use. You must follow them as well as this policy. Where a provider's rule is stricter, it applies.
The providers are listed at heyfixit.ai/legal/subprocessors, each with a link to its current usage rules. They include our telecoms and messaging providers and the AI, voice and speech providers we use at the time. We may change providers as clause 1.2 of the Agent and Communications Terms allows, and the list shows the providers in use or ready to use.
5. Public bodies
If you are a government body or public authority, or you let the staff of one use the Services as Users, you are responsible for any consent or approval your use needs. You must not use the Services for policing, immigration or national security purposes.
6. If this policy is breached
6.1 Telling us. You must tell us within one working day if you become aware of a breach of this policy by you, your Users or the Agents acting on your behalf, and you must help us investigate it.
6.2 What we may do. We may:
(a) investigate;
(b) remove content;
(c) suspend the Services as described in clause 7 of the Terms of Service;
(d) report illegal activity to the relevant authorities.
6.3 Liability. A breach of this policy is not limited by clause 14.1 or 14.2 of the Terms of Service.
7. Changes
We may update this policy as described in clause 16 of the Terms of Service.