This Acceptable Use Policy ("AUP") forms part of the LeadLatch Terms of Service. Capitalized terms have the meanings given in the Terms. This AUP controls if it conflicts with the Terms about acceptable use; the Terms control other matters.
1. Lawful and honest use
Customer must not use the Service unlawfully, fraudulently, or deceptively, or cause it to misstate the identity of the business, an authorized price, availability, or the nature of a service.
2. Unauthorized entry and harmful conduct
Customer must not use the Service to facilitate burglary, trespass, unauthorized entry, theft, stalking, fraud against an owner or occupant, evasion of law enforcement, or access to property under false pretenses.
3. Emergencies and impersonation
Customer must not represent the Service as 911, an emergency dispatcher, a government agency, a public-safety service, another business, or another person. The Service must not be presented as a reliable substitute for emergency services.
4. Harassment, discrimination, and surveillance
Customer must not use the Service to threaten, harass, exploit, or unlawfully discriminate against a person, or to conduct unlawful surveillance.
5. Recording, transcription, and disclosure
Customer must not configure or use recording, transcription, or disclosure settings in violation of
applicable law. The default auto setting uses Customer's configured business state, not the
Caller's location. The off setting suppresses the announcement but does not stop recording, live
audio processing, or transcription. No setting guarantees legal compliance.
6. No unauthorized outbound communications
The Service provides only consented operational SMS alerts to authorized Customer representatives. Customer must not use the program for cold outreach, purchased lists, marketing, bulk messaging, or Caller-facing texts. A Customer-supplied notification number must belong to an authorized representative who separately consented to receive LeadLatch Operational Alerts. Customer must not bypass the Service to place unsolicited calls, texts, or messages.
7. Caller Data
Customer may use Caller Data to respond to the Caller's request, provide locksmith services, manage the resulting customer relationship, and comply with law. Customer must not sell Caller Data, repurpose it for unrelated marketing without an independent lawful basis, or use it inconsistently with Customer's notices or applicable law.
8. Prices, availability, and commitments
Customer must not use greetings, instructions, or other configurable content to make the voice system state a price, drive time, availability, guarantee, or booking result not supplied by the Service's deterministic systems.
9. Prompt injection and control bypass
Customer must not attempt to override system instructions, bypass deterministic tools, defeat output safeguards, or cause the Service to reveal confidential prompts, credentials, or another Customer's information.
10. Security and interference
Customer must not introduce malware; share or abuse credentials; scrape or reverse engineer the Service except where law prohibits restriction; conduct unauthorized security testing; interfere with Service availability; or access another Customer's data.
Good-faith vulnerability reports should be sent to security@leadlatch.org without accessing or
altering more data than necessary to describe the issue.
11. Resale
Customer must not resell, sublicense, or white-label the Service without LeadLatch's written permission.
12. Customer responsibility
Customer is responsible for its Authorized Users, credentials, configured content, and instructions. Customer must promptly address misuse it knows or reasonably should know about.
13. Enforcement
LeadLatch may investigate suspected violations, restrict an affected feature, preserve relevant records, or suspend or terminate access under the Terms. LeadLatch will ordinarily provide notice and an opportunity to cure. It may act immediately where reasonably necessary to address illegal conduct, imminent harm, a security threat, or conduct under Sections 2, 3, or 10.
LeadLatch may cooperate with valid legal process. This AUP will not be used as a pretext to terminate an account solely because LeadLatch no longer wishes to serve it.
14. Reporting and changes
Report suspected misuse to abuse@leadlatch.org. Material changes to this AUP follow the Terms'
notice and reacceptance rules.