Acceptable Use Policy

This policy applies to every call, message, number, listing, campaign, AI agent and API request on PacketExchange (the “Platform”), whether it comes from you, your team, your software or, on the Switch, your customers. It forms part of the Terms of Service. You are responsible for making sure your customers and users follow it too.

You must not use the Platform for, or knowingly carry traffic connected with:

• international revenue share fraud, traffic pumping, access stimulation or any scheme that inflates call volume or duration;
• calls to revenue-share numbers, your own numbers or numbers you profit from, other than genuine calls from real callers;
• Wangiri and other call-back scams;
• calls or messages made with stolen credentials, compromised phone systems or stolen payment methods;
• SIM boxes or other bypass of interconnect and termination arrangements, where that is unlawful or breaks the terms of the route;
• phishing, smishing, vishing, or tricking people into handing over passwords, one-time codes, payment details or money.

• Present only caller IDs you have the right to use: numbers assigned to you or your customers, or numbers you have documented permission to display.
• Do not present a false or misleading caller ID to defraud, cause harm or wrongly obtain anything of value, and do not rotate caller IDs to avoid blocking, call labelling or complaints.
• Follow caller ID authentication rules where they apply, including STIR/SHAKEN in the United States.
• Run caller ID tests only on caller IDs you are entitled to use.

• Get every consent the law requires before placing marketing calls, automated or prerecorded calls or AI voice calls, or sending marketing messages, and keep records of that consent.
• Act on opt-outs and do-not-call requests promptly, check the national do-not-call registers that apply, and add numbers that opt out to your do-not-call list on the Platform.
• Follow the calling-hours, identification and abandoned-call rules of the countries you call. These include the US Telephone Consumer Protection Act and Telemarketing Sales Rule, the UK Privacy and Electronic Communications Regulations and Ofcom’s persistent misuse rules, and their equivalents elsewhere.
• For SMS, message only people who opted in, include opt-out instructions where required, act on STOP and similar replies immediately, and follow sender ID registration and carrier rules, such as 10DLC in the United States.

• Tell people they are speaking with an AI where the law requires it, and answer truthfully if they ask.
• Do not use an agent to impersonate a real person, a public authority or a business you do not represent, and do not copy a real person’s voice without their permission.
• Do not use agents to collect payment details, passwords or one-time codes by phone, unless you are a regulated business doing so lawfully for your own customers.

Recording laws differ between countries, and some require every party on the call to agree. If you turn on recording or voicemail for a number, you are responsible for the notice and consent the law requires. The recording announcement is on by default.

You must not send, store or play:

• child sexual abuse material or content that sexually exploits anyone;
• threats or harassment, or content that promotes terrorism or violence;
• content that infringes someone else’s intellectual property or privacy;
• content that is unlawful where it is sent or received, or that the destination carrier’s rules prohibit, such as gambling, loan, cannabis or adult content where those are restricted.

Do not use the Platform for the benefit of anyone subject to sanctions administered by the United Nations, the European Union, the United Kingdom or the United States, or send traffic to or from sanctioned destinations. We block calls to some destinations by default, and can block any traffic we reasonably believe breaks sanctions or export rules.

• Describe routes accurately. A route sold as direct, premium or with caller ID delivered must be carried that way, and must not be moved to a lower-quality path without the buyer knowing.
• Carry only traffic you are allowed to carry, and hold the licences and registrations your business needs.
• On the Switch, check your customers before giving them access or credit, and act on abuse you find or we report to you.

• Use numbers only as their country’s rules allow, including rules on who may hold them and what they are used for.
• Give true identity and address details when a number needs registration.
• Do not use numbers to receive verification codes for creating accounts in bulk on other services, or to get around their limits.

Do not probe, scan or attack the Platform or other members, get around rate limits, permissions, billing or fraud controls, access accounts or data that are not yours, or disrupt the service. If you find a security weakness, report it to support@packetexchange.io and give us a reasonable chance to fix it before telling anyone else.

We monitor traffic for signs of fraud and abuse. If we reasonably believe this policy has been broken, we can do any of the following, with or without notice:

• block specific calls, messages, numbers, caller IDs or destinations;
• suspend or limit a route, trunk, number, campaign, agent or account;
• hold or reverse earnings, settlement or withdrawals connected with the breach;
• report it to carriers, regulators and law enforcement; and
• close the account.

You remain responsible for charges from traffic you send, including traffic that breaks this policy, and for costs and fines we incur because of it.

To report fraud, spam, an unwanted call or message from a number on the Platform, or any other abuse, email support@packetexchange.io with the numbers involved, the date and time, and any screenshots or recordings you have. We investigate credible reports.

Legal notices, privacy, abuse reports, law enforcement requests and support

support@packetexchange.io