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Business Acceptable Use Policy

Effective 14 July 2026

Effective date: 14 July 2026

This Acceptable Use Policy ("AUP") governs your use of the Fluck Business Portal and related services (the "Service") provided by Fluck AI LTD (Company No. 15723506). It forms part of, and is incorporated into, the Fluck for Business Terms of Service (the "Agreement"). Capitalised terms have the meaning given in the Agreement. Breach of this AUP is a material breach of the Agreement.

We may update this AUP from time to time in line with the Agreement.

1. General principle

You must use the Service lawfully, honestly and responsibly, in compliance with all applicable laws and with the terms and policies of any third-party platform you connect (including Meta, Google and Trustpilot). You are responsible for the acts and omissions of your team members and anyone using the Service through your account.

2. Lawful use

You must not use the Service to:

  • breach any applicable law or regulation, or facilitate anyone else in doing so;
  • infringe the intellectual property, privacy, publicity or other rights of any person;
  • engage in fraud, deception, money laundering, or other unlawful commercial practices; or
  • process data you are not lawfully entitled to process.

3. Messaging, marketing and anti-spam

3.1 You must not send spam, bulk unsolicited messages, or any electronic marketing that does not comply with PECR and the UK GDPR. Where consent is required for direct marketing, you must have obtained valid, recorded consent, and you must honour opt-outs promptly.

3.2 When using connected messaging channels you must comply with each platform's rules, including:

  • WhatsApp Business: obtain valid opt-in before messaging a customer; respect the customer-care / 24-hour messaging window and template-message requirements; do not send prohibited content; comply with the WhatsApp Business Messaging Policy and Commerce Policy.
  • Instagram / Facebook / Messenger: comply with Meta's platform and messaging policies.

3.3 You must only message customers who you are entitled to contact, provide a clear way to opt out where required, and not use purchased, scraped or otherwise unlawfully obtained contact lists.

3.4 You must not misrepresent your identity, impersonate any person or business, or use misleading sender information.

4. Reviews and reputation

4.1 You must not create, solicit, incentivise, gate, buy, sell, or post fake, misleading or manipulated reviews, or reviews that misrepresent the reviewer's experience or identity.

4.2 You must not offer payment, discounts or other incentives in exchange for reviews in a way that breaches Google or Trustpilot policies, or UK consumer-protection law, including the Digital Markets, Competition and Consumers Act 2024 and CMA guidance on fake and misleading reviews. You must not suppress or selectively publish only positive reviews in a misleading way ("review gating").

4.3 You must not misuse review-response features to harass, threaten, or reveal customers' personal information.

4.4 You must comply with each review platform's own guidelines when collecting, importing, responding to or displaying reviews.

5. Loyalty, offers and surplus

5.1 Loyalty programmes, vouchers, tiers, surplus offers and discovery listings must be accurate and honest. You must clearly state the terms, eligibility, value, expiry and any restrictions.

5.2 You must honour the loyalty rewards and offers you publish and must not use misleading or bait pricing, false scarcity, or deceptive promotions.

5.3 Surplus and discovery listings must accurately describe the goods or services, their availability, allergens where relevant, and price.

6. Customer data and privacy

6.1 You must respect the privacy of customers and other Data Subjects. You must have all necessary rights, lawful bases, notices and consents to collect and process the Customer Data you put into the Service, and to connect the accounts you link.

6.2 You must provide your customers with a compliant privacy notice, honour their data-protection rights, and use customer data only for the purposes you have told them about.

6.3 You must not use the Service to build profiles or take actions in a way that is unfair, discriminatory or unlawful, and must configure the AI assistant and automated replies responsibly.

6.4 Platform Data. You must use data obtained from a connected platform (such as Meta) only for the purpose the customer engaged you for and the Integration was enabled for. You must not sell, license or transfer such data to data brokers or advertising networks, or use it for any purpose not permitted by the relevant platform's terms.

7. Content standards

You must not upload, generate, store, or transmit content that:

  • is unlawful, defamatory, harassing, threatening, abusive, hateful or discriminatory;
  • is obscene, or exploits or endangers minors;
  • promotes violence, terrorism, or illegal activity;
  • contains malware or malicious code; or
  • is false or misleading in a way likely to deceive customers.

You are responsible for the accuracy and lawfulness of the knowledge-base content you supply to the AI assistant.

8. Security and integrity

You must not:

  • attempt to gain unauthorised access to the Service, other customers' data, or underlying systems;
  • probe, scan, or test the vulnerability of the Service without our prior written consent;
  • interfere with or disrupt the Service, its infrastructure, or connected platforms (including via excessive automated requests, scraping, or circumventing rate limits or usage caps);
  • reverse engineer or extract source code except as permitted by law; or
  • share, resell or provide access to the Service to unauthorised third parties.

You must keep credentials secure and report suspected vulnerabilities or incidents to hello@fluckai.com.

9. Third-party platform compliance

Your use of any Integration is at all times subject to that provider's terms and policies. If a provider suspends, restricts or removes your access, or requires action for your account to remain compliant, that is your responsibility. You must not use the Service in any way that could cause us or you to breach a provider's terms.

10. Consequences of breach

10.1 If we reasonably believe you have breached this AUP, we may, with or without notice depending on severity, investigate, remove or disable content, restrict features, suspend or terminate your access, and take any steps required by law or by a third-party platform.

10.2 We may report unlawful activity to the relevant authorities and cooperate with their investigations.

10.3 Suspension or termination for breach does not entitle you to a refund and does not limit any other rights or remedies we have under the Agreement or at law, including your indemnity obligations.

10.4 Where practicable and appropriate, we will tell you the reason for action taken and give you an opportunity to remedy a breach, but we are not obliged to do so where the breach is serious, unlawful, or poses a risk to the Service, other customers, or third parties.

Questions about this policy: hello@fluckai.com or via the contact form at https://www.fluckai.com/contact.

Questions? hello@fluckai.com

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