Acceptable Use Policy

This Acceptable Use Policy applies to all use of Vidual Inbox (“the Service”). It forms part of, and should be read alongside, our Terms of Service. Breach of this policy may lead to suspension or termination of your account.

1. Communications and anti-spam

Vidual Inbox sends communications on your behalf — replies to your customers through your connected email, Instagram and live-chat channels. You are responsible for everything sent through your account, and you may only send communications you are lawfully entitled to send.

You must comply with all applicable laws governing electronic communications and marketing, including the UK Privacy and Electronic Communications Regulations (PECR) and the UK GDPR, and — where relevant to your recipients — the US CAN-SPAM Act and Canada’s Anti-Spam Legislation (CASL). In particular, you must:

• Hold a lawful basis or valid consent for any marketing or promotional messages you send;
• Not send unsolicited bulk messaging of any kind;
• Honour opt-out and unsubscribe requests promptly;
• Not disguise or falsify the origin of a message.

Vidual Inbox is built for replying to and managing inbound customer conversations and legitimate outbound business communications. It is not a tool for cold outreach or bulk marketing blasts, and must not be used as one.

2. Prohibited content and conduct

You must not use the Service to store, send, or process content that is unlawful, infringing, defamatory, harassing, obscene, or otherwise harmful. Specifically, you must not:

• Upload, send, or distribute malware, viruses, or other malicious code;
• Infringe the intellectual property rights of any person;
• Impersonate any person or organisation, or misrepresent your affiliation with them;
• Circumvent, disable, or otherwise interfere with security or access controls;
• Probe, scan, or load-test the Service or its infrastructure without our prior written consent.

3. Integrations

When you connect a third-party platform to Vidual Inbox (such as Google, Meta/Instagram, Stripe, or Shopify), you must comply with that platform’s own terms of service and policies, and you must only connect accounts you are authorised to use. We are not responsible for your compliance with third-party terms.

4. Fair use

You must not use the Service in any way that disproportionately degrades performance for other customers. We may apply reasonable technical limits to protect the stability and availability of the Service for everyone.

5. Enforcement

We may investigate any suspected breach of this policy and may suspend or terminate access where we reasonably believe a breach has occurred. Serious or unlawful activity may be reported to the relevant authorities.

6. Reporting abuse

If you become aware of any use of Vidual Inbox that breaches this policy, please report it to us at hello@vidualapp.com.