DialLink Acceptable Use Policy
Version 2.0 · Effective November 2, 2026 · Previous versions: Legal Archive
This Acceptable Use Policy (the "AUP") is part of the DialLink Terms of Service (the "Terms") and applies to every use of the Services by you and your Users. Capitalized terms have the meanings given in the Terms. The AUP includes the Messaging Policy (Section 7). Emergency calling is governed by the 911 Service Terms; AI Agents are governed by the AI Features Terms.
Violation of this AUP is a material breach of the Terms and may result in filtering or blocking of traffic, suspension or termination of Services, forfeiture of numbers, and referral to carriers or authorities, without credit or refund.
1. Prohibited Conduct
You must not use, and must not allow Users or AI Agents to use, the Services to:
- (a) violate any law, regulation or carrier rule, or the rights of any person;
- (b) transmit content that is unlawful, defamatory, fraudulent, harassing, threatening, obscene, hateful, or that promotes violence, discrimination or illegal activity;
- (c) engage in or facilitate fraud, phishing, vishing, smishing, social engineering, identity theft, "one-ring" or callback scams, or any scheme to deceive Callers;
- (d) transmit malware, or interfere with, disrupt or place an unreasonable load on the Services, our networks or any third-party network, including by denial-of-service attacks, call flooding, or traffic that exceeds the limits in the Documentation;
- (e) access or attempt to access accounts, systems or data without authorization, or probe, scan or test the vulnerability of the Services without our written permission;
- (f) display inaccurate or misleading caller ID or sender information, or otherwise "spoof" the origin of a call or message, in violation of the Truth in Caller ID Act or similar laws;
- (g) use autodialers, predictive dialers, robocalling or call-blasting systems, or send bulk or automated calls or messages, except through features we provide for that purpose and in compliance with Sections 6 and 7;
- (h) engage in traffic pumping, call pumping, international revenue-share fraud, or any arrangement that generates calls or messages for the purpose of earning per-call, per-message or termination revenue;
- (i) resell the Services, share one User login among multiple people, forward Services to or through a PBX or trunk to serve people who are not Users, or use the Services to provide communications services to third parties, except under a written partner or reseller agreement with us (delivering your own services to your clients through the Services is permitted as described in Section 4.2(a) of the Terms);
- (j) collect, harvest or scrape phone numbers, contact data or other information about Callers or third parties without a lawful basis;
- (k) infringe or misappropriate intellectual property, publicity or privacy rights, including by recording, transcribing or distributing communications without the consents required by law;
- (l) use the Services in connection with activities that require a license you do not hold, or in high-risk environments where failure could lead to death, personal injury or severe damage;
- (m) use the Services with or for children where the consents required by law have not been obtained; or
- (n) circumvent usage limits, fair-use rules, registration requirements, security features or filtering, or use the Services in a way designed to avoid Fees.
2. Fair Use of "Unlimited" Plans
2.1 Ordinary business use. Calling and messaging described as "unlimited" are intended for ordinary business communications by individual Users: conversations between your Users and your customers, suppliers, partners and colleagues. They are subject to this Section.
2.2 Excluded uses. The following are not covered by unlimited plans and require a plan or arrangement that expressly permits them, billed at usage rates (each an "Excluded Use"): autodialed, predictive-dialed, robocalled or broadcast calls or messages; telemarketing or lead-generation campaigns; call-center or contact-center operations with continuous inbound or outbound volume; bulk call-in or conference lines; call forwarding to or trunking with other systems; use of a line by more than one person; monitoring, baby-monitor or always-on connections; fax-over-IP; transmission of data or audio other than conversational voice; and any use that is unlawful under this AUP.
2.3 Objective indicator. Without limiting Section 2.2, we may treat usage as outside ordinary business use if, in a Billing Period, a User's calling minutes or messages exceed 200% of the average per-User usage of all customers on the same plan — but not where the User's usage is below 3,000 minutes and 3,000 messages in the Billing Period — or if usage patterns (such as call durations, answer rates, number of distinct numbers contacted, or message volumes per number) are consistent with an Excluded Use.
2.4 What happens. If we identify usage outside Section 2.1, we will normally notify an Administrator and discuss options, which may include moving the Account or the affected Users to a metered plan or a plan that permits the use. We may apply usage rates to the excess usage from the date of our notice. Where the usage indicates fraud, abuse or a threat to the network, we may restrict or suspend the affected numbers or Users immediately.
3. Telephony Rules
3.1 Caller ID. You may display only numbers you are authorized to use. Caller ID may not be altered to mislead or to avoid identification. Calls made through the Services are signed and attested under the STIR/SHAKEN framework based on your registration information; false registration information may result in lower attestation, call blocking and suspension.
3.2 International calling. International calls and messages are billed at the rates posted on our website. You are responsible for all international charges incurred through your Account, including charges resulting from fraud as described in Section 3.3 of the Terms. We may block destinations with a high incidence of fraud or that are subject to sanctions, and may require a deposit or prepayment for international usage.
3.3 Calls to special numbers. Calls to premium-rate, directory-assistance, operator-assisted and N11 numbers (other than 911 and 988) may be unavailable or billed at special rates.
3.4 Know-your-customer and traceback. Carriers and regulators require us to know who originates traffic on our network. You must provide accurate information about your business, your intended use and your calling and messaging campaigns when we ask, and must respond promptly (and in any event within 24 hours) to our requests for information about specific calls or messages, including requests we receive through the Industry Traceback Group or from a carrier, regulator or law enforcement authority. We may block numbers, campaigns or Accounts that carriers or regulators identify as sources of illegal or unwanted traffic.
4. Phone Numbers and Porting
4.1 Porting in. We will use reasonable efforts to port your existing numbers to the Services. You must provide an accurate letter of authorization, account details that match your current carrier's records, and any documents the carrier requires. Porting timelines depend on the losing carrier and are not guaranteed. Do not cancel your existing service until the port is complete, or your number may be lost. We are not responsible for delays or rejections caused by the losing carrier or by inaccurate information.
4.2 Porting out. You may port numbers away from the Services by submitting a request through your new provider. Port-out requests must come from the new provider with information that matches your Account records. We process valid port-out requests in accordance with FCC number-portability rules regardless of your Account balance. Porting out does not cancel your Account or relieve you of Fees you owe; you must cancel separately under Section 8.2 of the Terms. We are not responsible for unauthorized port-outs initiated by third parties using accurate account information.
4.3 Number use and release. Do not print or publicize a number until it is active on your Account. Numbers assigned to your Account that are not ported out before the termination date of your Account are released and may be reassigned to other customers in accordance with applicable number-aging rules. We may reclaim a number that is used in violation of this AUP, or that a carrier or regulator requires us to reclaim. We may change a number assigned to you where a carrier or regulator requires it, with notice where practicable.
5. Call Recording, Monitoring and Transcription
5.1 Consent is your responsibility. Laws governing the recording, monitoring and transcription of communications vary by state, province and country. Many U.S. states — including Florida, California, Washington, Illinois, Pennsylvania, Maryland and others — require that all parties consent before a call is recorded, monitored or transcribed, and Canada and the European Union impose notice and, in many cases, consent requirements under privacy and data-protection law before business calls are recorded. Some jurisdictions treat real-time transcription or AI analysis as recording or interception. You are solely responsible for determining which laws apply to each call (based on the location of your Users and of the Caller) and for complying with them.
5.2 Announcements. The Services let you configure greetings — for your phone system and for each AI Agent — in which you can announce that calls are recorded or handled by an AI, and let Users pause or stop recording during a call. You must give the notice, or obtain the consent, that the law requires wherever it requires it, using those features or equivalent means, and you must instruct Users accordingly. Using a feature does not by itself ensure compliance.
5.3 Users. You must inform Users that their calls and messages through the Services may be recorded, transcribed, monitored and analyzed, and obtain any consents required from them under employment and privacy laws.
5.4 Release and indemnity. DialLink provides recording and transcription technology only. You release DialLink from, and will indemnify DialLink against, all claims arising from your recording, monitoring or transcription of communications, as provided in Section 14.1 of the Terms.
6. Telemarketing and Unsolicited Communications
6.1 Compliance. If you use the Services to make sales, marketing, collection, survey, political or other outbound calls or messages, you must comply with all applicable laws, including the Telephone Consumer Protection Act (TCPA) and the Federal Communications Commission's rules, the Telemarketing Sales Rule, the CAN-SPAM Act, the Florida Telephone Solicitation Act and other state telemarketing, autodialer, do-not-call and recorded-message laws, and equivalent laws outside the United States. Your obligations include obtaining and documenting the required level of consent before contacting a person, honoring the National Do Not Call Registry, state registries and your internal do-not-call list, calling only during permitted hours, identifying yourself at the start of a call or message, honoring opt-outs promptly, and registering as a telemarketer where required.
6.2 Artificial and prerecorded voices. Calls that use a prerecorded message, a synthetic voice or an AI Voice Agent are treated as artificial or prerecorded voice calls under the TCPA and similar laws and require the consents described in Section 3.3 of the AI Features Terms.
6.3 Filtering and blocking. We may, without liability, filter, delay or block calls or messages that we or our carriers reasonably believe are unsolicited, unlawful or in breach of this AUP, and may terminate the Services of an Account that sends them.
6.4 Liquidated damages. The parties agree that DialLink's internal costs of investigating, remediating and responding to carrier and regulator action on unsolicited traffic are difficult to quantify at the time of contracting. For each call or message sent in violation of this Section 6 or Section 7, you will pay DialLink US$10.00 as liquidated damages, which the parties agree is a reasonable pre-estimate of those internal costs and not a penalty, and which is DialLink's sole monetary remedy for those internal costs. This amount does not include, and is without prejudice to, your obligation under Section 14.1 of the Terms to indemnify DialLink against third-party claims, carrier fines and penalties, which are separately recoverable without duplication.
7. Messaging Policy (SMS, MMS and WhatsApp)
7.1 Registration. Carriers require that application-to-person messaging to U.S. numbers be registered. Before sending SMS or MMS from a local number, you must register your brand and each messaging use case through the 10DLC registration process in the Services, pay the applicable one-time and monthly carrier fees shown on our pricing page, and keep the information current. Toll-free numbers must be verified before messaging. You authorize us and our carrier partners to submit your registration information to the carriers' registry, and you are responsible for its accuracy. Unregistered or misregistered traffic may be blocked or fined by carriers.
7.2 Consent. You may message only people who have given you express consent to receive messages from your business for the stated purpose, and you must keep a record of each consent (the date, time, source and wording of the opt-in) for at least four years. Consent must be obtained directly by you; purchased, rented or shared contact lists may not be messaged. Marketing messages require prior express written consent. We may ask you to produce consent records for any message, and you must provide them within 2 business days.
7.3 Opt-out and help. Every recipient must be able to opt out by replying STOP (and similar keywords) and to obtain information by replying HELP. Our carrier platform processes the standard STOP and HELP keywords automatically for messages sent from U.S. numbers and blocks further messages to a number that has opted out; you must also honor opt-out requests made by any other reasonable means, and stop messaging the recipient immediately and in any event within ten business days as 47 C.F.R. § 64.1200(a)(10) requires. The first message in a campaign, and marketing messages periodically, must identify your business and include opt-out instructions.
7.4 Content rules. Messages must identify the sender, be consistent with the registered use case, and be truthful and non-deceptive. You must not send content that carriers prohibit, including: sexually explicit content; hate speech; content promoting or selling alcohol, firearms, tobacco or vaping products except where lawful and sent only to recipients whose age has been verified; cannabis, CBD or other controlled substances; illegal gambling; high-risk financial offers such as payday loans, debt relief or "work from home" schemes; phishing, malware or fraudulent links; and content that is otherwise unlawful. Do not use public URL shorteners, rotate numbers to evade filtering ("snowshoeing"), or send to numbers that have opted out.
7.5 Carrier actions and fees. Carriers may filter, delay, block or audit messages and may impose fines or penalties for non-compliant messaging. You are responsible for carrier fines, penalties and remediation costs attributable to your Account, which we may invoice to you. We may suspend messaging on an Account at the request of a carrier or where complaint rates, opt-out rates or filtering indicate non-compliance.
7.6 WhatsApp. Messaging through WhatsApp is subject to Meta's WhatsApp Business terms and policies, including template approval, opt-in requirements and the 24-hour customer-service window. You must comply with those terms; we may suspend WhatsApp features if Meta requires it or if your use violates its policies.
7.7 International messaging. Messaging to numbers outside the United States is subject to the rules of the destination country and carriers, which may require sender registration, restrict content or prohibit certain traffic. You are responsible for compliance in each destination.
8. AI Agents
AI Agents must be configured and used in accordance with the AI Features Terms, including Section 4 (Prohibited and High-Risk Uses). In particular, AI Agents must disclose that they are automated where the law requires it, must never impersonate a real person or claim to be human, must not be used for emergencies, regulated professional advice or consequential decisions without human review, and must only place outbound calls or messages with the consents required by Section 6 and Section 7.
9. Export Controls and Sanctions
You must comply with Section 18 of the Terms. The Services may not be used in, or to communicate with persons in, countries or regions subject to comprehensive U.S. sanctions, or by persons on U.S. restricted-party lists. We block traffic to and from sanctioned destinations and may block additional destinations where required by law or our carriers.
10. Security
You must protect your credentials and devices as described in Section 3.3 of the Terms, use the security features we offer (including the verification codes we send when a User signs in from a new location), and promptly report security incidents affecting the Services to trust@diallink.com. Do not attempt to probe, scan or test the security of the Services except through a program we have authorized in writing. We welcome responsible vulnerability reports at trust@diallink.com.
11. Content and Monitoring
You are responsible for the content transmitted through your Account. We have no obligation to monitor content, but we may review, filter, remove or disable access to content, and investigate use of the Services, where we reasonably believe it is necessary to comply with law, a carrier or regulatory request, or this AUP, or to protect the Services and other customers. We may report suspected illegal activity to law enforcement and cooperate with investigations.
12. Enforcement
We will respond to violations of this AUP in a manner we consider appropriate, which may include warnings, filtering, rate limits, suspension of numbers, Users, features or the Account, termination under Section 8.3 of the Terms, forfeiture of numbers, and referral to carriers, regulators or law enforcement. Where practicable we will notify an Administrator and give you an opportunity to cure; where a violation threatens the network, other customers or the public, or where a carrier or authority requires it, we may act immediately. No credits or refunds are given for periods of suspension or termination resulting from a violation.
13. Reporting Abuse
To report abuse of the Services (spam, fraud, harassment or unlawful content originating from a DialLink number), email legal@diallink.com with the number, date and time, and a description or copy of the communication. We investigate reports and take action in accordance with this AUP.
Questions: legal@diallink.com · DialLink Corp., 1688 Meridian Ave, Suite 700, Miami Beach, FL 33139, United States.