Acceptable Use & Communications Policy

1. Scope and responsibility

This Policy is part of the Terms of Service and applies to Customer Data, imports, campaigns, calls, SMS/MMS, email, AI, integrations, and other use of CoveCRM. You are responsible for your authorized users and the activities you instruct the service to perform.

Use Cove only where you can meet applicable laws, required permissions, industry rules, and carrier/platform terms. Available tools and A2P registration do not certify your campaign or supply recipient consent.

2. Prohibited communications and conduct

• Spam, unlawful robocalls or robotexts, unlawful SMS/MMS or email, and automated, artificial/prerecorded or AI communications without the consent and disclosures required for the activity.
• Violations of TCPA, TSR, CAN-SPAM, FCC rules, applicable federal/state DNC rules, recipient-local calling hours, telemarketing registration, or insurance marketing requirements.
• Contacting recipients after legally effective revocation, circumventing DNC or suppression records, or reimporting/changing a recipient or number to evade an opt-out.
• Harassment, threats, repeated unwanted contact, fraud, illegal schemes, deceptive promotions, impersonation, or material misrepresentation of identity, affiliation, insurance products or eligibility.
• Falsely presenting AI-generated voice or messages as a human interaction, concealing automation where disclosure is required, or using a person's voice/likeness without necessary rights.
• Unauthorized caller-ID manipulation or spoofing, misleading local-presence representations, or use of a number or sender identity you are not entitled to use.
• Carrier abuse, evasion of filtering, number cycling to bypass restrictions, unauthorized access, malware, or attempts to bypass carrier, platform, account, usage or security safeguards.
• Illegal content, infringement, misuse of confidential information, or other unlawful activity.

3. Leads, scraping, and consent evidence

Do not upload or contact recipients from stolen, improperly harvested, unlawfully scraped, or otherwise improperly obtained lists. Public availability, a purchased lead, or a vendor's promise does not by itself establish the right to contact someone. Scraping and automated platform access must comply with applicable law, access rights and platform terms; Cove does not grant permission to bypass them.

For third-party leads, obtain and retain evidence that the contemplated sender, channel and purpose are permitted. Keep applicable consent text, source, date, recipient action and revocation records. Do not fabricate evidence, treat a servicing permission as unrestricted marketing consent, or use an old affirmative record to override a later revocation.

4. Operational obligations

Maintain required registry checks and your own DNC/suppression process. Honor reasonable and legally effective opt-outs across the necessary systems and channels, including queued communications and duplicate records. Obtain legally sufficient renewed consent before resuming restricted contact.

Provide required caller/sender identification, recording notices, AI disclosures, message content and email unsubscribe/postal-address information. Check applicable hours and frequency limits. Do not assume software checks cover every law, jurisdiction or communication path.

Keep professional licenses and industry approvals current. Review and monitor scripts, AI settings and autonomous activity. Do not use Cove or AI as an unlicensed adviser or as the sole authority for consequential insurance or financial decisions.

5. Complaints and enforcement

Report abuse or a compliance concern to legal@covecrm.com or support@covecrm.com, identifying the sender, date, channel and relevant message where possible. Do not submit unnecessary sensitive information.

Cooperate reasonably with investigation of complaints, carrier requests and lawful regulatory inquiries, including providing relevant authorization and consent records. Do not destroy evidence subject to a legal hold or investigation. Cove may request corrective action, restrict features, suspend or terminate accounts, preserve records, or make disclosures required or permitted by law.

Enforcement may be immediate where necessary to address harm, unlawful activity, security or carrier restrictions. Violations may result in termination without a discretionary refund, subject to the Refund & Cancellation Policy, an applicable signed agreement and mandatory rights. This Policy does not promise that Cove monitors or pre-approves every communication.