Acceptable Use Policy

1. Purpose

This Acceptable Use Policy ("AUP") is part of the Terms of Service and is incorporated by reference. The AUP sets out the rules of conduct that merchants must follow when using the NovixOne platform. Violation of the AUP constitutes a material breach of the Terms of Service. Novix Star Limited ("we", "us") may immediately suspend or terminate the merchant's account without notice and without refund.

We may update this AUP at our sole discretion at any time, with immediate effect upon update.

2. Prohibited Content

Merchants shall not send, store, transmit, process, or promote any of the following content through the Platform:

• Spam, unsolicited promotional messages, cold outreach, or mass harassment
• Fraud, phishing, impersonation, fake brands, or false identity
• Political campaigning, political propaganda, government propaganda, or election-related content (prohibited by Meta policies)
• Pornography, adult content, sexually suggestive content, or sex services advertisements
• Illegal drugs, narcotics, prescription drugs (regardless of legality), novel psychoactive substances, or harmful substances
• Weapons, ammunition, explosives, knives, and any weapon accessories
• Gambling, betting, lottery, cryptocurrency ICOs, Ponzi schemes, multi-level marketing (MLM), investment promotion
• Promises of medical treatment, claims of cure, unverified health claims
• Financial advice, investment return promises, asset growth guarantees
• Fake reviews, swiping orders, fake traffic, false performance claims
• Hate speech, harassment, bullying, discrimination, threats of violence
• Child exploitation, child pornography, sexual content involving minors
• Content infringing third-party intellectual property, trademarks, copyrights, or trade secrets
• Any content violating the Meta WhatsApp Business Policy, Meta Commerce Policy, or other Meta policies
• Any content violating the Trade Descriptions Ordinance, Undesirable Medical Advertisements Ordinance, Unsolicited Electronic Messages Ordinance, or other Hong Kong laws
• Personal data collected or used without the data subject's consent
• Any content we deem inappropriate, harmful, or detrimental to our reputation

3. Prohibited Activities

Merchants shall not engage in any of the following activities:

• Reverse engineering, decompiling, disassembling, scraping, copying, or attempting to derive the source code, AI models, prompts, or internal structures of the Platform
• Stress testing, penetration testing, automated attacks, or vulnerability scanning of the Platform (except with our prior written consent)
• Attempting to bypass, disable, or interfere with security, access controls, quotas, or billing mechanisms of the Platform
• Using the Platform to develop, train, improve, or operate any competing product or service
• Extracting data from the Platform to build competing datasets, knowledge bases, or AI training data
• Malicious prompt injection, AI jailbreaking, or attempting to manipulate AI behaviour to violate this Agreement
• Account sharing, resale, transfer of access, or creating multiple accounts to circumvent quotas or restrictions
• Using bots, crawlers, or automated tools to send mass requests
• Disclosing or sharing non-public information about the Platform with third parties (including API behaviour, pricing, performance metrics)
• Impersonating other users, merchants, or our personnel
• Harassing, threatening, or abusing our personnel, customer service, or other users
• Submitting false refund requests, credit card disputes (chargebacks), or fraudulent payments
• Violating any applicable law, regulation, court order, or government requirement

4. Mandatory Obligations

Merchants must comply with and discharge the following obligations:

• End customer consent: Merchants must ensure that all customers contacted via WhatsApp have given prior, express opt-in consent. Merchants must retain proof of consent (time, method, source) and provide it within 7 days upon our or Meta's request
• AI disclosure: Merchants must clearly disclose to end customers, in a reasonably prominent location, that their conversations may be processed or generated by AI
• Reply review: Merchants are responsible for regularly reviewing AI replies, correcting errors, and accountable for all messages sent
• Privacy notice: Merchants must provide complete and accurate privacy notices to end customers explaining how their data is processed, with whom it is shared, how long it is retained, and including all AI analysis activities
• Quota management: Merchants must use the Platform reasonably within their allocated quota
• Business authenticity: Merchants must represent a genuine, lawfully operating business
• Timely updates: Merchants must keep their registration and contact information accurate and current
• Security responsibility: Merchants must safeguard their account credentials and immediately notify us of any unauthorised access

5. Regulated Industries

Certain industries are heavily regulated. Merchants must obtain our prior written consent before using the Platform in the following industries:

• Healthcare, clinics, pharmacies, prescription drugs, medical devices
• Legal services, immigration services
• Financial services, lending, insurance, cryptocurrency, investments
• Real estate sales (not rentals)
• Cosmetic medicine, plastic surgery
• Children-related services (tutoring, childcare, hobby classes)
• Alcohol, tobacco, e-cigarettes
• Matchmaking, dating, escort

Even with our consent, merchants remain solely responsible for ensuring their business complies with all applicable industry regulations, licensing requirements, and advertising standards, and bear sole liability for any violation.

6. Enforcement

We may monitor Platform use through automated systems, manual review, customer complaints, third-party reports, or any other means. We assume no proactive monitoring obligation, but reserve the right to investigate any suspected violation at any time.

We may, at our sole and absolute discretion, upon discovering any suspected violation of this AUP, without prior notice and without giving reasons, immediately take any or all of the following actions:

• Issue a warning or require the merchant to remediate within a specified period
• Restrict, disable, or delete violating content
• Lower messaging tier or restrict features
• Suspend the account (in part or in full)
• Terminate the account without refund
• Permanently ban the merchant and related persons
• Add violation records to internal blacklists
• Notify Meta, Stripe, law enforcement, or other relevant third parties
• Take all necessary legal action, including pursuing damages

Our enforcement decisions are final and binding. Merchants have no right of appeal in respect of enforcement decisions; we may consider appeals at our discretion but have no obligation to respond.

7. Reporting Violations

If you observe any merchant conduct that may violate this AUP, please email abuse@novixone.ai with specific evidence.

8. Amendments

We may amend this AUP at our sole discretion at any time. Amendments take immediate effect upon posting on this page. Continued use of the Platform constitutes acceptance of the amended AUP.