Acceptable Use Policy

1. Who this applies to

This policy applies to every VoicePro Plus account holder - consumer, family or business - and to any person you allow to use your account.

You are responsible for ensuring anyone you grant access (e.g. a family member on a family plan) understands and follows this policy. Their breach is treated as your breach.

2. Fraud and dishonest use

You may not use the service to defraud another person or organisation. This includes (without limitation): card-not-present fraud, account takeover, identity theft, social engineering, romance scams, investment scams, courier or "safe account" scams, or attempting to deceive VoicePro Plus by giving false information at sign-up or at any later point.

You may not use a virtual number to impersonate a person, business, public authority or law enforcement agency for the purpose of dishonest gain.

Any account associated with confirmed or strongly suspected fraud will be suspended immediately. Wallet balances may be frozen pending investigation and we may report to UK and overseas authorities under our regulatory obligations.

3. Unsolicited communications and spam

You may not use the service to send unsolicited bulk communications (calls, SMS, MMS or direct messages) - whether commercial, political, or otherwise. This includes connecting to our SMS APIs in any automated way without our prior written consent.

You may not use our network to send communications in breach of the Privacy and Electronic Communications Regulations 2003 (PECR), the UK GDPR, or any equivalent local law in the recipient's country.

Marketing to your own customers is permitted only if you have an appropriate lawful basis and you respect opt-outs immediately.

4. Harmful or illegal content

You may not use the service to send, request, host, or solicit content that is unlawful in the United Kingdom or the recipient's country. This includes child sexual abuse material; content inciting violence, terrorism, or self-harm; content infringing intellectual property; or content sharing personal data without lawful basis.

You may not use the service to harass, threaten, stalk, defame or grossly offend another person.

We have a zero-tolerance policy on content involving children. Such content will be reported immediately to the National Crime Agency, the Internet Watch Foundation, and any other authority required by law.

5. Attacks on our systems or other systems

You may not attempt to: probe, scan, or test the vulnerability of our systems without our prior written consent; break or circumvent any authentication, rate-limit, or security measure; flood our service or any third-party service with traffic; reverse-engineer, decompile, or disassemble our app; or use our service to launch attacks against another party.

Bug-bounty submissions are welcome via security@voicepro.plus. Acting in good faith under our coordinated disclosure policy is encouraged and will not be treated as a breach.

6. Use for regulated activities

You may not use the service to perform a regulated activity for which you are not authorised. This includes (without limitation): providing payment services in your own name, money remittance, financial advice, mortgage broking, insurance broking, gambling operations, or any activity requiring FCA, PRA, ICO or Ofcom authorisation.

Business accounts that operate in regulated sectors must complete enhanced onboarding before accessing relevant features.

7. Sanctions

You may not use the service in any way that contravenes UK, EU, US or UN financial sanctions. We screen accounts and counter-parties against published sanctions lists and may decline or reverse transactions or close accounts as required.

You must not use the service while present in, or on behalf of any person ordinarily resident in, a comprehensively sanctioned jurisdiction (currently North Korea, Iran, Syria, Cuba, and the so-called Donetsk, Luhansk, Kherson and Zaporizhzhia regions of Ukraine). The list may change without notice.

8. Reporting a breach

If you become aware of someone else breaching this policy, please report to abuse@voicepro.plus. Reports are reviewed within one working day. We may follow up for additional context. Reports are treated confidentially within our team.

We do not pay rewards for routine reports, but we may credit substantial security or fraud reports under the Bug Bounty programme - contact security@voicepro.plus.

9. What we do when this policy is breached

Mild or accidental first-time breaches usually result in a warning and the opportunity to fix the issue.

Serious or repeated breaches usually result in immediate suspension of the relevant feature (e.g. SMS, virtual number), with reinstatement after investigation if appropriate.

The most serious breaches - fraud, child-protection issues, sanctions breaches, attacks on our systems - result in immediate account closure, forfeiture of any unused service, retention of activity logs for evidence, and reporting to UK and overseas authorities under our regulatory obligations.

Decisions about enforcement are made by our Trust & Safety team. You may appeal in writing to appeals@voicepro.plus within 14 days. We aim to acknowledge within 2 working days and decide within 14 working days.