Acceptable Use Policy

1. Purpose and Scope

This Acceptable Use Policy ("Policy") governs your use of AionReviews ("Service", "Platform", "we", "us", or "our"), a B2B SaaS review management platform. This Policy applies to all users, including organizations, employees, and any individuals accessing the Service through your account.

The purpose of this Policy is to ensure that all users utilize AionReviews in a lawful, ethical, and responsible manner that respects the rights of customers, third parties, and other platform users. By using AionReviews, you agree to comply with this Policy in addition to our Terms of Service and Privacy Policy.

This Policy protects the integrity of the review ecosystem, maintains compliance with applicable laws and regulations, and ensures a positive experience for all stakeholders.

2. Permitted Uses

AionReviews is designed to help businesses legitimately collect, manage, and analyze authentic customer reviews. You may use the Service for:

2.1 Legitimate Review Collection

• Sending review requests to actual customers who have had genuine interactions, transactions, or experiences with your business
• Collecting feedback from customers who have purchased products or services from your organization
• Requesting reviews from customers who have visited your physical locations or used your services
• Following up with customers after completed transactions or service deliveries
• Timing review requests appropriately based on the customer journey

2.2 Authentic Customer Communication

• Sending personalized, relevant review invitations via email or SMS to customers who have provided consent
• Responding professionally and authentically to customer reviews
• Engaging in genuine dialogue with customers about their experiences
• Thanking customers for positive feedback and addressing concerns raised in negative reviews
• Using AI-generated response suggestions as starting points, while ensuring all published responses are reviewed and personalized

2.3 Business Analytics and Insights

• Analyzing sentiment trends and customer feedback patterns to improve products and services
• Monitoring review performance across multiple locations or product lines
• Generating reports and insights from aggregated review data
• Using AI-powered sentiment analysis to understand customer emotions and topics
• Tracking key performance indicators (KPIs) related to customer satisfaction
• Sharing anonymized insights within your organization for training and improvement purposes

2.4 Platform Integration

• Connecting your verified Google Business Profile, Yelp business account, or other authorized third-party platforms
• Syncing reviews from integrated platforms in accordance with their terms of service
• Managing and responding to reviews across multiple platforms from a unified dashboard
• Using API integrations within the scope of authorized use cases

3. Prohibited Activities

The following activities are strictly prohibited when using AionReviews:

3.1 Fake Reviews and Review Manipulation

• Creating, posting, or soliciting fake, false, or deceptive reviews
• Asking employees, contractors, friends, or family members to post reviews without disclosing their relationship
• Offering incentives, compensation, discounts, or rewards in exchange for positive reviews or withholding negative reviews
• Posting reviews on behalf of customers without their explicit knowledge and consent
• Selectively requesting reviews only from satisfied customers while deliberately excluding dissatisfied customers
• Manipulating review timing, content, or distribution to misrepresent customer sentiment
• Using the Platform to post negative reviews about competitors
• Attempting to remove, hide, or suppress legitimate negative reviews through improper means
• Creating multiple accounts or using automated tools to generate fake review volume

3.2 Spam and Unsolicited Messages

• Sending review requests to individuals who have not had a genuine interaction with your business
• Purchasing, renting, or using third-party contact lists for review solicitation
• Sending excessive or repeated review requests to the same customer
• Ignoring opt-out requests or continuing to contact customers after they have unsubscribed
• Using the Platform to send marketing messages, promotional content, or advertisements unrelated to legitimate review requests
• Failing to honor "Do Not Contact" requests or ignoring customer communication preferences
• Sending messages outside of reasonable business hours or with excessive frequency

3.3 Harassment and Abusive Content

• Threatening, harassing, bullying, or intimidating customers, reviewers, or other users
• Posting or sending messages containing hate speech, discriminatory language, or offensive content based on race, ethnicity, religion, gender, sexual orientation, disability, or other protected characteristics
• Retaliating against customers who leave negative reviews
• Publishing private customer information (doxxing) in response to negative reviews
• Using profane, vulgar, or inappropriate language in communications or responses
• Making personal attacks or ad hominem arguments against reviewers
• Engaging in coordinated campaigns to harass or defame individuals or businesses

3.4 Impersonation and Misrepresentation

• Impersonating another business, organization, or individual
• Misrepresenting your identity, affiliation, or authorization to act on behalf of an organization
• Creating accounts using false or misleading business information
• Claiming to represent a business without proper authorization
• Using misleading sender information in email or SMS communications
• Falsely claiming certifications, awards, or affiliations in review requests or responses

3.5 Illegal Activities

• Using the Service for any illegal purpose or in violation of local, state, national, or international law
• Violating consumer protection laws, unfair trade practices acts, or deceptive advertising regulations
• Infringing on intellectual property rights, including trademarks, copyrights, or patents
• Engaging in fraud, identity theft, or financial crimes
• Transmitting malware, viruses, or malicious code through the Platform
• Facilitating or promoting illegal products, services, or activities
• Money laundering or financing illegal activities

3.6 Violating Third-Party Platform Terms

• Violating the terms of service, policies, or guidelines of Google Business Profile, Yelp, Facebook, or other integrated platforms
• Scraping or extracting data from third-party platforms in unauthorized ways
• Circumventing rate limits, access controls, or technical restrictions imposed by integrated platforms
• Using API integrations in ways not authorized by third-party platform providers
• Violating review platform authenticity policies or community guidelines
• Attempting to manipulate third-party platform algorithms or ranking systems

3.7 Data Scraping and Unauthorized Access

• Scraping, crawling, or harvesting content or data from the Platform using automated tools
• Accessing data or accounts that you are not authorized to access
• Sharing account credentials or allowing unauthorized users to access your account
• Attempting to reverse engineer, decompile, or disassemble any part of the Service
• Using data mining, robots, or similar data gathering tools
• Exporting customer data for use in competing services or unauthorized purposes
• Collecting personally identifiable information without proper consent

3.8 Circumventing Security Measures

• Attempting to gain unauthorized access to the Platform, servers, or networks
• Bypassing, disabling, or interfering with security features or access controls
• Conducting security testing, penetration testing, or vulnerability scanning without written authorization
• Exploiting security vulnerabilities to access data or functionality
• Using SQL injection, cross-site scripting, or other attack vectors
• Attempting to intercept or monitor data transmissions
• Sharing or distributing security vulnerabilities publicly before reporting them to us

3.9 Excessive API Usage and System Abuse

• Making excessive API calls that exceed documented rate limits or fair use thresholds
• Deliberately overloading or attempting to crash Platform infrastructure
• Launching denial-of-service (DoS) or distributed denial-of-service (DDoS) attacks
• Using automated scripts or bots to generate artificial traffic or activity
• Consuming disproportionate resources that negatively impact other users
• Intentionally triggering error conditions or edge cases to disrupt service

4. Content Guidelines

4.1 Review Authenticity Requirements

• All reviews collected through AionReviews must be from genuine customers who have had authentic experiences with your business
• Review requests must clearly identify your business and the specific interaction being reviewed
• Customers must be free to provide honest feedback without restrictions, incentives, or pressure
• Review invitations must not suggest or imply what rating or content the customer should provide
• You must not edit, alter, or modify customer reviews after submission (except with explicit customer consent for corrections)
• All reviews must comply with the content policies of destination platforms (Google, Yelp, etc.)

4.2 Communication Standards

• All communications sent through AionReviews must be professional, respectful, and appropriate
• Email and SMS messages must clearly identify your business and include accurate sender information
• Messages must include clear opt-out instructions and honor unsubscribe requests immediately
• Review requests should be sent at appropriate times and frequencies based on customer interactions
• Responses to reviews must be courteous, professional, and solution-oriented
• AI-generated content must be reviewed by a human before being sent or published
• Communications must comply with accessibility standards where applicable

4.3 Brand Guidelines Compliance

• When using integrated platforms, you must comply with their branding and trademark guidelines
• You may not use AionReviews branding in ways that imply endorsement or partnership without authorization
• Third-party logos and trademarks must be used only as permitted by their owners
• Your use of the Platform must not damage or dilute the AionReviews brand or reputation

5. SMS and Email Compliance

5.1 CAN-SPAM Compliance (Email)

• All email communications must include accurate "From," "To," and routing information
• Subject lines must accurately reflect the content of the message
• Emails must clearly identify the message as a review request or business communication
• Every email must include a valid physical postal address of your business
• You must include a clear and conspicuous opt-out mechanism in every email
• Opt-out requests must be honored within 10 business days
• You may not charge a fee, require personal information beyond email address, or make the recipient take any steps other than sending a reply email or visiting a single webpage to opt out
• You are responsible for compliance even if you use a third party to send emails on your behalf

5.2 TCPA Compliance (SMS)

• You must obtain prior express written consent before sending SMS messages using an automated system
• Consent must be clear, conspicuous, and obtained through a signature, online form, or other documented method
• You must clearly disclose that the customer is agreeing to receive text messages, identify your business, and explain that consent is not a condition of purchase
• Each SMS message must identify your business and include opt-out instructions (e.g., "Reply STOP to unsubscribe")
• You must honor opt-out requests immediately and may not send additional messages after a customer has opted out (except to confirm the opt-out)
• SMS messages must be sent during reasonable hours (generally 8 AM to 9 PM recipient's local time)
• You are responsible for maintaining documentation of consent for at least 4 years
• You may not send SMS messages to phone numbers on the National Do Not Call Registry without prior express written consent

5.3 Consent Requirements

• Consent must be obtained separately for email and SMS communications
• Consent must be freely given, specific, informed, and unambiguous
• Pre-checked boxes, opt-out consent, or consent obtained through inactivity are not valid
• You must maintain records of when and how consent was obtained
• Consent should be purpose-specific (e.g., for review requests, not general marketing)
• For SMS, consent must explicitly authorize automated messages and disclose potential message and data rates
• You must provide an easy way for customers to withdraw consent at any time

5.4 Opt-Out Handling

• Opt-out requests via email must be processed within 10 business days
• Opt-out requests via SMS must be processed immediately (typically within minutes)
• Common opt-out keywords (STOP, UNSUBSCRIBE, CANCEL, END, QUIT) must be recognized and honored
• After opting out, customers should receive only a confirmation message acknowledging the opt-out
• You must maintain a suppression list of opted-out contacts and ensure they are not contacted again
• AionReviews automatically manages opt-outs, but you remain ultimately responsible for compliance

6. API Usage Limits and Fair Use

6.1 Rate Limits

• API rate limits are enforced to ensure platform stability and fair access for all users
• Rate limits vary by subscription tier and are documented in your account settings
• Exceeding rate limits may result in temporary throttling or blocking of API requests
• If you require higher limits, contact our support team to discuss enterprise options

6.2 Fair Use Guidelines

• Your use of the Platform should be proportional to your subscription level and business needs
• Excessive use that impacts platform performance or other users may be restricted
• Bulk operations should be performed during off-peak hours when possible
• Automated processes should implement appropriate backoff and retry logic
• Storage of data on the Platform should be limited to what is necessary for legitimate business purposes

6.3 Integration Best Practices

• When integrating with third-party platforms, respect their rate limits and terms of service
• Cache data appropriately to minimize redundant API calls
• Implement error handling and avoid repeatedly making requests that consistently fail
• Use webhooks and real-time updates where available instead of polling
• Monitor your API usage and optimize inefficient queries or processes

7. Monitoring and Enforcement

7.1 Monitoring Activities

AionReviews reserves the right to monitor use of the Platform to ensure compliance with this Policy, our Terms of Service, and applicable laws. Monitoring activities may include:

• Automated detection of suspicious patterns, spam, or abusive behavior
• Review of flagged content, accounts, or activities reported by users or third parties
• Analysis of API usage patterns and system resource consumption
• Investigation of complaints received from customers, reviewers, or platform partners
• Periodic audits of high-volume accounts or accounts with elevated risk profiles
• Cooperation with law enforcement or regulatory investigations

7.2 Compliance Checks

We may conduct compliance checks to verify that your use of AionReviews aligns with:

• Review authenticity standards and anti-manipulation policies
• CAN-SPAM, TCPA, and other communications compliance requirements
• Consent and opt-out management for email and SMS communications
• Third-party platform terms of service (Google, Yelp, Facebook, etc.)
• Data privacy and security requirements

7.3 Enforcement Actions

We reserve the right to take appropriate action when violations of this Policy are detected, including but not limited to:

• Issuing warnings and requiring corrective action
• Temporarily suspending specific features (email, SMS, API access)
• Throttling or rate-limiting your account
• Suspending your account pending investigation
• Terminating your account and access to the Service
• Reporting violations to third-party platforms or authorities
• Pursuing legal action for damages or injunctive relief
• Cooperating with law enforcement investigations

The specific enforcement action will depend on the severity, frequency, and impact of the violation. We strive to apply enforcement actions fairly and proportionally.

8. Consequences of Violations

8.1 First Violation (Minor)

For minor or first-time violations that do not cause significant harm:

• Written warning via email outlining the specific violation
• Request for immediate corrective action with a reasonable deadline
• Educational resources on compliance requirements
• Temporary suspension of specific features until the issue is resolved
• Account notation for future reference

8.2 Second Violation or Moderate Violation

For repeat violations or moderate violations that cause some harm:

• Account suspension for 7-30 days depending on severity
• Loss of specific privileges (email/SMS sending, API access)
• Required compliance plan submission before account reinstatement
• Increased monitoring and audit frequency
• Potential notification to affected customers or platform partners
• Restriction on creating new organizations or accounts

8.3 Severe or Repeated Violations

For severe violations, fraudulent activity, or persistent non-compliance:

• Immediate account termination without prior warning
• Permanent ban from the Platform, including prevention of future account creation
• Reporting to third-party platforms (Google, Yelp) for review manipulation
• Reporting to regulatory authorities (FTC, FCC) for communications violations
• Legal action to recover damages, obtain injunctive relief, or pursue criminal charges
• Notification to affected parties (customers, reviewers, partners)
• Cooperation with law enforcement or regulatory investigations
• No refund of subscription fees or account credits

8.4 Examples of Severe Violations

The following are considered severe violations that may result in immediate termination:

• Systematic creation or solicitation of fake reviews
• Coordinated review manipulation campaigns
• Harassment, threats, or doxxing of customers or reviewers
• Fraudulent or illegal activities conducted through the Platform
• Security breaches or unauthorized access to other users' data
• Egregious violations of CAN-SPAM or TCPA regulations
• Deliberate circumvention of security measures or platform restrictions

8.5 Appeal Process

If your account is suspended or terminated, you may appeal the decision:

• Submit an appeal via email to compliance@aionreviews.com within 30 days
• Include your account information, details of the violation, and reasons for the appeal
• Provide evidence that the violation did not occur or was unintentional
• Demonstrate corrective measures taken to prevent future violations
• We will review appeals within 10 business days and respond via email
• Our decision on appeals is final and binding
• During the appeal process, your account will remain suspended or terminated

9. Reporting Violations

9.1 How to Report

If you become aware of violations of this Acceptable Use Policy, please report them to us immediately. We take all reports seriously and investigate them promptly.

Email: abuse@aionreviews.com

Subject Line: Include "AUP Violation Report" and a brief description

9.2 What to Include

When reporting a violation, please provide as much detail as possible:

• Your name and contact information (may be kept confidential upon request)
• Description of the violation, including which section(s) of this Policy were violated
• Account or organization name of the suspected violator (if known)
• Date(s) and time(s) when the violation occurred
• Screenshots, emails, SMS messages, or other evidence of the violation
• URLs, review links, or other relevant identifiers
• Impact of the violation (e.g., how you or others were affected)
• Any prior attempts to resolve the issue directly with the violator

9.3 Confidentiality

• We will keep your identity confidential to the extent permitted by law and necessary for investigation
• Reports may be shared with law enforcement or regulatory authorities when required
• We will not retaliate against individuals who report violations in good faith
• False or malicious reports may themselves be considered violations of this Policy

9.4 Investigation Process

• We will acknowledge receipt of your report within 2 business days
• Investigations typically take 5-10 business days depending on complexity
• We may contact you for additional information during the investigation
• We will notify you of the outcome when appropriate and permitted
• Specific enforcement actions taken may be confidential for privacy reasons

9.5 External Reporting

For violations that also breach laws or regulations, you may also report to:

• FTC (Federal Trade Commission): For fake reviews, deceptive practices, or consumer protection violations - reportfraud.ftc.gov
• FCC (Federal Communications Commission): For unwanted texts, robocalls, or TCPA violations - consumercomplaints.fcc.gov
• Google Business Profile: For violations related to Google reviews - Report prohibited content
• Yelp: For fake reviews or violations of Yelp's content guidelines - Report a review
• State Attorney General: For violations of state consumer protection laws

10. Changes to This Policy

We may update this Acceptable Use Policy from time to time to reflect changes in our practices, legal requirements, or industry standards.

10.1 Notification of Changes

• Material changes will be communicated via email to your registered email address
• We will update the "Last Updated" date at the top of this Policy
• For significant changes, we may require you to review and accept the updated Policy before continuing to use the Service
• We may also notify you of changes through in-app notifications or dashboard alerts

10.2 Effective Date of Changes

• Changes become effective 30 days after notification for material changes
• Minor clarifications or non-material changes may take effect immediately
• Continued use of the Service after changes become effective constitutes acceptance of the updated Policy

10.3 Reviewing Updates

• We encourage you to review this Policy periodically for any updates
• The current version is always available at aionreviews.com/acceptable-use
• Previous versions may be archived and available upon request

10.4 Disagreement with Changes

If you do not agree with changes to this Policy:

• You may terminate your account before the changes take effect
• Contact our support team to discuss your concerns or request clarification
• Continued use after the effective date indicates acceptance of the changes
• Account termination due to Policy disagreement does not entitle you to refunds for remaining subscription periods

Contact Information

If you have questions about this Acceptable Use Policy or need to report a violation, please contact us: