Acceptable Use Policy

This Acceptable Use Policy ("AUP") sets out rules that apply to all use of the Hello by Flow Service. Violations may result in suspension, termination, and reporting to authorities including DoT, TRAI, Cyber Crime Police, and CERT-In.

Prohibited content & activity

• Tele-marketing or SMS marketing without explicit recipient consent (violates TRAI TCCCPR 2018).
• Calls or SMS to numbers on the National Do-Not-Call (DND) registry without scrubbing.
• Fraud, phishing, KYC impersonation, or any scheme intended to deceive recipients.
• Harassment, threats, hate speech, or stalking.
• Distribution of child sexual abuse material — we have zero tolerance and will report to NCRB/NCMEC.
• Distribution of malware, ransomware, or links to phishing pages.
• Caller ID spoofing or manipulation that violates Section 25 of the Indian Telegraph Act.
• Bulk auto-dialling without recipient consent (Section 11, TCCCPR 2018).
• Premium-rate fraud, traffic pumping, or any artificial inflation of call traffic.
• Voice-bot calls without disclosing AI/bot identity at the start of the call.

Calling-hour restrictions

Promotional voice & SMS communications are permitted between 09:00 and 21:00 IST only, per TRAI directives. Transactional communications (OTPs, booking confirmations) are exempt.

Recording & consent

You must obtain consent from the other party before recording a call. Hello by Flow can be configured to play an opening "this call is being recorded" beep — turn it on in Settings → Compliance.

KYC of your customers

If you resell Hello by Flow numbers to your own customers (Scale plan), you must perform KYC on them per DoT subscriber verification rules and produce records on demand.

Enforcement

Violations are detected by abuse heuristics, recipient complaints, carrier reports, and government notices. We may immediately suspend without notice for severe violations. Repeat violators forfeit subscription fees.

Report abuse: abuse@hellobyflow.com