Acceptable Use, Messaging and Artificial Intelligence Policy

1.Purpose of this policy

1.1NeuroAI Inc., a Delaware corporation ("NeuroAI," "we," "us"), provides NeuroAI Studio, a subscription software platform for small businesses: CRM, websites, scheduling, WhatsApp, SMS and email messaging, calls, reviews, and the artificial intelligence assistant "NEO." It is available at https://neuroaistudio.com and app.neuroaistudio.com (the "Service").

1.2This policy explains what you may and may not do with the Service. It protects the people who receive your messages, your business, NeuroAI, and the wireless carriers, Meta/WhatsApp and the other providers the Service depends on.

1.3This policy is part of the NeuroAI Terms of Service (https://neuroaistudio.com/legal/terms). You accept it when you check the acceptance box at checkout or when you use the Service. It applies to you (the business customer), to every member of your team with access to your account, and to anyone who uses the Service on your behalf (employees, agencies, partners or affiliates). You are responsible for all of them.

1.4This policy does not replace the law. If the law of your country, or of the country where the person receiving your messages is located, is stricter, follow the stricter rule. If a rule in this policy conflicts with a law, follow the law and let us know.

1.5How to read it: "must" means required; "prohibited" means never; "we recommend" means a best practice.

2.Definitions

• Customer or "you": the business that subscribes to the Service.
• Team: the people who have a user login in your account.
• Contacts: your customers, prospects and anyone whose data you store or whom you message, call or answer through the Service.
• Message: any SMS, MMS, WhatsApp, Messenger, Instagram or other social media message, email, call (live, prerecorded or with an AI voice), voicemail, and any NEO reply.
• Marketing: messages intended to sell (offers, promotions, campaigns, news, customer reactivation).
• Informational messages: appointment confirmations and reminders, order updates, receipts and answers to a contact's question, which do not sell.
• Consent: the contact's permission, freely given, informed, specific to a channel and a type of message, that you can prove.
• NEO: the Service's virtual assistant powered by artificial intelligence, on any channel (web chat, WhatsApp, SMS, social media and voice). It includes both NeuroAI's own NEO and the assistant you configure for your business.
• Providers: the cloud infrastructure and software providers, payment processors, messaging and telephony providers (including wireless carriers) and AI model providers that NeuroAI uses to deliver the Service, and the platforms you connect (for example, Meta/WhatsApp, Instagram, Facebook or Google).

3.Core principles (if you remember only this, remember this)

3.1Consent first: only message or call people who gave you permission for that channel and that type of message.

3.2Say who you are: every message identifies your business.

3.3Tell the truth: no false or misleading messages, offers, reviews or identities.

3.4Respect "no": every opt-out is honored right away and on every channel.

3.5AI introduces itself as AI: NEO always says it is an AI-powered virtual assistant and never pretends to be a person.

3.6A person is always available: your contacts always have an easy way to reach someone at your business.

3.7Follow the law where your contact is, not only where you are.

4.Generally prohibited uses

You may not use the Service to:

4.1Engage in or facilitate any illegal activity, in the U.S., in your business's country or in the contact's country.

4.2Send spam: bulk or unsolicited messages on any channel, or messages to people who did not consent or who opted out.

4.3Commit fraud, scams or phishing (deceptive messages that seek passwords, card data, codes or personal data), run pyramid or "get rich quick" schemes, or send fake charges or invoices.

4.4Publish misleading content: false prices, offers, deadlines, scarcity or urgency; unsupported promises of results, cures or earnings; fine print that contradicts the headline; hidden fees. Section 5 of the Federal Trade Commission Act (FTC Act) and each country's consumer protection laws prohibit this.

4.5Harass, threaten, intimidate or extort; publish hate speech or violent content, or content that incites violence or self-harm.

4.6Share sexually explicit or adult content and, always, any content that sexualizes or exploits minors (we report it to the authorities).

4.7Discriminate against people based on race, ethnicity, color, national origin, citizenship, religion, age, sex, sexual orientation, gender identity, marital or family status, disability or health, including in housing, employment or credit ads.

4.8Violate the rights of others: trademarks, copyrights, likeness, voice, privacy or trade secrets.

4.9Collect, use or sell personal data without a legal basis, or monitor, track or profile people without their knowledge.

4.10Distribute malware, viruses or malicious links, or attack, overload or test the security of the Service or of third parties without written permission.

4.11Impersonate anyone (section 5).

4.12Violate U.S. economic sanctions or export controls (section 17).

4.13Violate the rules of wireless carriers, Meta/WhatsApp, Google, payment processors or AI model providers.

4.14Resell, rent, sublicense or give other businesses access to the Service (for example, as an agency) without a separate agreement signed with NeuroAI.

4.15Help others do any of the above.

5.Impersonation

It is prohibited to:

5.1Pose as another company, brand, person, government agency, bank, carrier, delivery company or as NeuroAI, or suggest a relationship or endorsement that does not exist.

5.2Use other people's names, logos, domains, numbers or profiles without permission, or create WhatsApp, social media or review profiles in someone else's name.

5.3Falsify caller ID (spoofing) or the sender of an SMS or email, or use numbers or domains that are not yours or that you are not authorized to use (U.S. Truth in Caller ID Act and CAN-SPAM Act).

5.4Clone or imitate the voice or likeness of a real person without their written consent, or create deepfakes of anyone.

5.5Configure NEO or any AI to claim to be a human being or a specific real person (for example, the business owner).

5.6Offer professional services you are not authorized to provide; for example, legal or immigration services by someone who is not a lawyer or accredited representative (such as fake "notarios").

6.Prohibited and restricted industries and content

U.S. wireless carriers and Meta prohibit certain industries even where they are legal. NeuroAI applies the strictest list on every channel, because a single violation can block numbers and campaigns, or NeuroAI's entire WhatsApp account, and affect every customer.

6.1Prohibited on all channels (not accepted as customers or as content):

• High-risk lending: payday loans, short-term high-interest loans, wage or cash advances, peer-to-peer loans, auto title loans and bail bonds.
• Third-party debt collection; debt reduction, consolidation or forgiveness; credit repair; tax relief.
• Speculative cryptocurrency, initial coin offerings (ICOs), tokens or NFTs sold as investments, binary options, forex, stock alerts or tips, high-risk investments and "passive income" promises.
• Real-money gambling and betting, online casinos and unofficial lotteries. Promotional sweepstakes, raffles and contests: prohibited by SMS and WhatsApp; by email and on social media, only if they comply with sweepstakes and contest laws and each platform's rules.
• Cannabis, marijuana, CBD, THC, hemp, kratom, psychedelics and any drug that is illegal under U.S. federal law, even if legal in your state or country.
• Prescription drugs, online pharmacies, controlled substances, and weight-loss products or "supplements" with medical claims.
• Health businesses of any kind: medical offices, clinics, hospitals, health care professionals (including mental health), therapies, laboratories, pharmacies, telehealth, medical aesthetics (for example, injectables or medical lasers), and sales of over-the-counter medicines or health products. Beauty salons, hair salons, barbershops, nail salons and spas that do not provide medical treatments may be customers, always without health data (section 6.3) and without promises of health outcomes.
• Tobacco, e-cigarettes, vapes and vape liquids.
• Firearms, ammunition, firearm parts and accessories, explosives, fireworks and weapons in general.
• Adult content, sexual services, dating or escort services.
• Multi-level marketing, pyramid schemes, and "work from home" or third-party job offers that require upfront payment.
• Third-party lead generation, third-party affiliate marketing, and selling, renting or trading contact data.
• Counterfeit goods, replicas or infringing products.
• Endangered species and their parts, live animals (except livestock), human body parts or fluids, and hazardous materials.
• Political parties, candidates and political campaigns, and security forces: military, law enforcement or intelligence agencies.
• Organizations linked to terrorism, organized crime or hate.

6.2Restricted, prohibited at launch: for now, NeuroAI does not accept the following industries as customers or as content. Later it may open some of them, case by case, only with NeuroAI's prior written approval, current licenses, age verification of 18 or 21 as applicable, and only on the channels and in the countries where allowed; if it does, it will update this policy (section 22).

• Alcoholic beverages. Exception: restaurants and bars may be customers, but they may not promote alcohol by SMS, WhatsApp or calls. Meta only allows alcohol promotion on WhatsApp in certain countries, and the U.S. is not one of them.
• Insurance, mortgages and loans from licensed lenders (carriers require special registration for lending messages).

Real estate, employment, and credit ads by a permitted business (for example, financing offered by a store) are allowed, as long as they are not in the industries in sections 6.1 and 6.2, in compliance with anti-discrimination laws and each platform's advertising rules.

6.3Health data and sensitive data:

• NeuroAI does not accept health businesses (section 6.1). The Service is not designed to store or process protected health information, such as information regulated by the U.S. HIPAA law, and NeuroAI does not sign business associate agreements (BAAs). Do not use the Service for medical records, diagnoses, test results or telehealth.
• Do not request, store or send by message: full card numbers, bank account numbers, Social Security numbers or other government ID numbers, passwords or access codes. To get paid, use your payment processor's secure payment links.
• Do not collect especially sensitive data (health, biometrics, sexual orientation, religion, children's data) unless the law allows it and you have the legal basis and notice it requires.

6.4Minors: The Service is only for businesses and for people 18 or older. Do not direct marketing to children under 13 (U.S. COPPA law) or, where the law requires, to minors under 16. Do not collect their data without verifiable parental consent. Never send restricted-industry messages to anyone under 18.

7.Consent and contact lists (all channels)

7.1It is prohibited to use lists that are purchased, rented, borrowed, shared by another business, scraped from websites or social media, randomly generated or "guessed," or inherited from another business. Consent is not transferable: consent a person gave to another company does not cover you.

7.2One consent per channel and per purpose: SMS consent does not cover AI calls; consent for informational messages does not cover marketing; WhatsApp consent is separate. Request each one with a separate checkbox, never pre-checked, and never as a condition of purchase.

7.3Records: keep proof of every consent: date and time; channel and method (web form, keyword, in store, by phone); the exact text the person saw; the IP address or another identifier; the phone number or email; and the name. Keep it for as long as you message the person and at least 4 more years (the general deadline to sue under the TCPA). If NeuroAI, a carrier or Meta asks for it, provide it within 3 business days.

7.4Importing contacts: when you import, you represent that you have valid consent for each channel you will use. NeuroAI may ask for proof, review large imports (over 1,000 contacts, or the first import of each account), limit sending or reject the import.

7.5Business prospecting data: if you use tools to find businesses (for example, public company data), you may only contact them by commercial email that complies with CAN-SPAM and with the law of the recipient's country (Canada and the European Union require consent in most cases). Never by SMS, WhatsApp, or AI or prerecorded voice calls without their prior consent.

7.6Opt-outs on every channel: honor any reasonable request not to be contacted, however it arrives (STOP, "don't text me anymore," an email, a call, in person), right away and never later than the legal deadline. Keep an internal do-not-contact list and use it for nothing else.

7.7Mobile data: do not sell, rent or share your contacts' mobile numbers or SMS consent with third parties or affiliates for their marketing or promotional purposes. Your privacy policy must say so expressly (carriers check this during A2P registration). NeuroAI does not do this either (see our Privacy Policy, https://neuroaistudio.com/legal/privacy).

7.8Your legal pages: if you collect data or consent through the Service, publish your own privacy policy and terms on your website, including the SMS terms (section 8.3). NeuroAI may give you templates as a starting point; they are not legal advice and you are responsible for their content.

8.SMS and MMS

8.1Applicable rules: the Telephone Consumer Protection Act (TCPA) and the rules of the Federal Communications Commission (FCC); the National Do Not Call Registry and the FTC's Telemarketing Sales Rule; state telemarketing and texting laws (for example, the Florida Telephone Solicitation Act and the Oklahoma Telephone Solicitation Act); the CTIA Messaging Principles and Best Practices; A2P 10DLC registration and toll-free verification rules; and each carrier's rules. Outside the U.S., the law of the recipient's country (for example, Canada's Anti-Spam Legislation, CASL).

8.2Registration: to send SMS to U.S. numbers from a local number, you must complete A2P 10DLC registration of your brand and campaign with accurate information (legal name, tax ID, website, use case, sample messages and opt-in method). For toll-free numbers, the applicable verification. Your messages must match your registered use case. Without an approved registration, NeuroAI may block sending.

8.3Consent:

• Marketing texts sent with automated systems: prior express written consent (an electronic signature or checkbox is valid) that identifies your business and the phone number, states that the person will receive marketing messages sent automatically, and makes clear that consent is not a condition of purchase.
• Informational texts: prior express consent (for example, the person gave you their number to receive appointment reminders).
• Next to the checkbox, where the number is collected: your business name; the type of messages; the frequency ("up to X messages per month" or "message frequency varies"); "Message and data rates may apply"; "Reply STOP to cancel and HELP for help" (in Spanish, AYUDA may be used instead of HELP once the Service answers it automatically); and links to your terms and privacy policy. Providing a phone number never forces the person to accept SMS.

8.4Confirmation: after opt-in, send a confirmation message with the business or program name, the type and frequency of messages, the rates disclosure, how to opt out and how to get help.

8.5Message content:

• Identify your business in the first message and in every campaign.
• Include opt-out instructions ("Reply STOP to cancel") in the first message and in every marketing message.
• None of the prohibited or restricted content in section 6 (carriers reject, among others, sex, hate, alcohol, firearms, tobacco, cannabis and CBD).
• Links only to your own domain or to a branded link shortener; shared public link shorteners are prohibited (carriers block them).
• It is prohibited to send from numbers not registered for that use, or to spread traffic across many numbers to evade filters.

8.6Sending hours: marketing texts may only be sent between 9:00 a.m. and 8:00 p.m. in the recipient's local time (if you do not know where the person is, use the time zone of the area code of their number). This window is stricter than the general 8:00 a.m. to 9:00 p.m. window and covers the rules of states such as Florida and Oklahoma, which limit sales messages to 8:00 a.m.-8:00 p.m. and to a maximum number of attempts per day. It covers most states, but not all: for example, in Texas messages on Sundays are only allowed from 12:00 p.m. to 9:00 p.m., and some states prohibit sending on Sundays or holidays; you must comply with those rules. The Service applies the 9:00 a.m. to 8:00 p.m. window by default and you must not extend it. Exception: replies to a message the contact just sent and notices the contact requested (for example, an appointment confirmation or a code) may be sent at any time.

8.7Opt-outs (STOP):

• You must treat as an opt-out STOP, ALTO, PARAR, BAJA, CANCELAR, DETENER, FIN, END, QUIT, CANCEL, UNSUBSCRIBE, STOPALL, REVOKE, OPT OUT and any other reasonable way of saying "I don't want more messages," in upper or lower case.
• Reply with a single confirmation message, with no advertising, and send nothing else to that number unless the person opts back in (for example, by replying START or UNSTOP) or gives new consent.
• The Service automatically processes STOP, BAJA, ALTO, PARAR and CANCELAR, and the other standard opt-out keywords. You must record any other form of opt-out, and opt-outs received on other channels, as soon as you receive them. The FCC's rules on revocation of consent set a maximum deadline (currently 10 business days); NeuroAI requires you to act immediately.
• If the person asks not to be contacted at all, the opt-out applies to every marketing channel.

8.8HELP and AYUDA: the reply must give your business name and a contact phone number, email or website. The Service sends it automatically using your account details.

8.9Frequency and quality: send only at the frequency you disclosed. If your complaints, opt-outs or blocks rise, NeuroAI or the carriers may limit or stop your sending.

8.10Numbers: the numbers we assign to you are only for your business and for uses that comply with this policy. NeuroAI may reclaim them if they are used to violate it.

9.WhatsApp

9.1Rules: by connecting your number you accept the WhatsApp Business Platform terms, the WhatsApp Business Messaging Policy, the WhatsApp Messaging Guidelines and Meta's Commerce Policies, as updated. Where this policy is less strict than those rules, Meta's rules prevail.

9.2Consent: you may only message first someone who (a) gave you their number and (b) agreed to receive messages from your business on WhatsApp. Request permission naming your business and WhatsApp, separately by type of message (for example, appointment updates or offers), and separately if you also want to call them on WhatsApp.

9.3Templates: conversations started by your business may only begin with Meta-approved templates, used for their purpose and in the correct category (marketing, utility or authentication). Disguising marketing as "utility" is prohibited. Meta may reject, pause or limit templates, and currently restricts the delivery of marketing templates to numbers in some countries (for example, U.S. numbers).

9.424-hour window: free-form messages, including NEO replies, may only be sent within 24 hours after the contact's last message. Outside that window, only approved templates.

9.5No general-purpose AI assistants: Meta prohibits using WhatsApp to offer general-purpose AI assistants. NEO only handles topics related to your business: products, services, prices, hours, appointments, orders and support. It is prohibited to configure it as an any-topic chatbot (homework, recipes, coding, open conversation, etc.). NeuroAI may restrict NEO's topics to ensure compliance.

9.6A path to a person: if you use automation, there must always be a clear and immediate way to reach a person: handing the chat to a team member, a phone number, an email or a website.

9.7Prohibited data in chats: the data in section 6.3 (cards, bank accounts, ID numbers, passwords). Do not offer telehealth or request health information.

9.8Privacy: do not forward or share one contact's chat information with another contact. Use WhatsApp data only to converse with that person and as described in your privacy policy.

9.9WhatsApp data and AI: WhatsApp data is used only to handle your account's conversations and is never used, even in aggregated or de-identified form, to build, train or improve AI models. Do not export it to train models.

9.10Quality and costs: Meta tracks blocks and reports and may limit or shut down your number or NeuroAI's. Before a campaign, the Service shows you the estimated Meta fees, which are charged to your wallet.

9.11Industries: in addition to section 6, the industries prohibited by the WhatsApp Business Messaging Policy apply on WhatsApp, even if you hold a license.

10.Messenger, Instagram, Google and other platforms

10.1Follow the policies of every platform you connect (Meta, Google and others).

10.2On Messenger and Instagram, automated replies are only sent within the 24-hour window opened by the user's message. Late-reply options reserved for human agents may only be used by a person, never by a bot.

10.3It is prohibited to buy followers, likes, comments or views, or to use fake accounts or automation to inflate engagement.

10.4In your ads and posts, follow each platform's advertising standards; for housing, employment and credit ads, its special category rules and anti-discrimination laws.

11.Email

11.1Rules: the U.S. CAN-SPAM Act; outside the U.S., the law of the recipient's country (Canada: CASL; European Union: the General Data Protection Regulation, GDPR, and e-privacy rules); and the bulk sender requirements of major mailbox providers (Google, Yahoo and Microsoft).

11.2Every commercial email must:

• Have accurate "From," "Reply-To" and header information that identifies your business.
• Have a subject line that does not mislead about the content.
• Be identified as an advertisement when it is one, unless the recipient gave express consent.
• Include your valid physical postal address (street address, post office box or registered commercial mailbox).
• Offer a clear, free way to unsubscribe that works for at least 30 days after sending and asks only for the email address; for bulk sending, one-click unsubscribe.
• Honor the opt-out within 10 business days at most (the Service processes it automatically) and send no further marketing to that address.

11.3Prohibited: purchased or rented lists; addresses harvested automatically from websites or generated by combining names ("dictionary attacks"); creating accounts in bulk to send; sending through third-party servers or accounts without permission; and selling or transferring addresses that opted out.

11.4Consent: for marketing to consumers, NeuroAI requires consent or a genuine prior relationship with the contact, even though the CAN-SPAM Act allows emailing until the person opts out. For contacts in Canada or the European Union, the consent their law requires.

11.5Your domain: send your marketing from your own domain authenticated with SPF, DKIM and DMARC. NeuroAI's sending domain is only for system emails.

11.6Quality: remove bounces and inactive addresses. Keep spam complaints below 0.1% and never reach 0.3% (the limit set by major mailbox providers). NeuroAI may automatically pause your sending if a send exceeds 5% bounces or 0.3% complaints.

11.7Informational emails: they must also be truthful. If you add advertising to them, they must follow the commercial email rules.

11.8You are responsible for your emails even when someone else sends them on your behalf (an employee, an agency or an affiliate).

12.Calls and AI voice agents

12.1Rules: the TCPA and FCC rules, including FCC Declaratory Ruling 24-17 (February 2024), which confirms that an AI-generated voice is an "artificial voice"; the National Do Not Call Registry and the FTC's Telemarketing Sales Rule; the Truth in Caller ID Act; state telemarketing and call recording laws; and the law of the recipient's country.

12.2It is prohibited to make cold calls with an AI or prerecorded voice, or to leave "ringless voicemails" (which the FCC also treats as calls), to anyone who has not given prior consent. For marketing calls with an AI or prerecorded voice, consent must be prior, express and written. NeuroAI does not allow outbound AI calls to lists without that consent, including business numbers.

12.3Consent: a separate, unchecked box that expressly states the person agrees to receive calls and voicemails from your business using an artificial or AI voice, at the number provided; that consent is not a condition of purchase; and how to revoke it. Keep the proof (section 7.3). Your acceptance of NeuroAI's terms is not your contacts' consent.

12.4At the start of every AI call, outbound or inbound, NEO: says it is an AI-powered virtual assistant and gives your business name; explains how the person can ask not to be called again (for example, by saying so during the call or pressing a key); gives the reason for the call; and states whether the call is recorded or transcribed. On marketing calls, NEO offers the automated opt-out right after identifying itself. On outbound calls it also gives a contact number for your business. If the person asks to speak with someone, NEO transfers the call or takes a message.

12.5Hours and frequency: outbound calls only from 9:00 a.m. to 8:00 p.m. in the recipient's local time (and the stricter rules of some states, such as Sundays in Texas; section 8.6), at most one per day to the same number, and only within the same country. Never to emergency lines or to hospital or health care facility patient rooms, and no marketing calls to numbers on the Do Not Call Registry without the consent the law requires.

12.6Caller ID: always a number of yours, verified and able to receive return calls.

12.7Recording: in the U.S., some states (for example, California and Florida) require the consent of all parties to record. Always disclose it at the start and follow the law of the recipient's country.

12.8Voice cloning: only with the written consent of the person whose voice is cloned. That voice never presents itself as that person and is not used for content the person did not approve. Cloning the voices of celebrities, public officials or third parties is prohibited.

13.Reviews and testimonials

13.1Rules: the FTC Rule on the Use of Consumer Reviews and Testimonials (2024); the FTC Guides Concerning the Use of Endorsements and Testimonials in Advertising; Section 5 of the FTC Act; and the policies of Google, Meta, Yelp and other platforms.

13.2It is prohibited to:

• Write, buy, commission or post fake reviews, including reviews generated with AI or attributed to people who do not exist or were not customers.
• Offer any incentive (discounts, gifts, sweepstakes entries, points or money) in exchange for a review, whether positive or not.
• Post reviews by owners, employees or relatives without disclosing that relationship, or ask them to do so.
• Ask only satisfied customers for reviews, or filter out unhappy customers before they can post publicly ("review gating").
• Hide, suppress or delete genuine negative reviews, or pressure people with threats, baseless legal action or agreements to remove them.
• Post fake reviews about competitors, or create or control review websites that appear independent.
• Buy or sell fake popularity indicators (followers, likes, views).

13.3Allowed: asking all your customers for reviews equally; showing genuine testimonials with permission; replying to reviews, including with AI, with human review recommended, without revealing the customer's private data and without false statements.

13.4Testimonials and results: they must reflect real experiences. If the results are not typical, say so clearly. Disclose any connection with the person giving the testimonial (payment, gift, family or employment relationship). Do not promise earnings, income or health outcomes.

14.Artificial intelligence (NEO and AI features)

14.1AI disclosure (required):

• NEO always introduces itself as an AI-powered virtual assistant: in the first message or at the start of the call, when it resumes after a long pause or after a person, and whenever someone asks.
• It never denies being an AI and never claims to be a person. You may give it a name of its own for your business (for example, "Sofia, the AI virtual assistant at Luna Salon"), but always with the "AI virtual assistant" disclosure.
• Use the texts in section 24 or equivalent ones.
• Related rules: Section 5 of the FTC Act (no deception), California's B.O.T. Act (bot disclosure law), Utah's Artificial Intelligence Policy Act, the transparency obligations of the European Union AI Act, Meta's rules, and other state AI disclosure laws, such as the Colorado AI Act or Maine's law on chatbots in commerce, where they apply.

14.2Human oversight:

• Before activating NEO, review and approve the information NEO will use (services, prices, hours, policies and answers) and its instructions.
• Review conversations regularly and correct errors. NeuroAI does not review every answer.
• AI answers may be incorrect, incomplete or made up. What NEO tells your contacts it says on behalf of your business, and you are responsible for it.
• Set up the handoff to a person and non-AI fallback replies for when the AI is unavailable or is paused on reaching the AI spending limit (section 14.6).

14.3What NEO and the Service's AI may not do:

• Diagnose, interpret symptoms or recommend treatments, doses or medications, or give personalized medical, psychological or nutritional advice.
• Give legal, immigration, tax, accounting, financial, investment, credit or insurance advice.
• Make automated decisions with legal or similarly significant effects on a person (credit, employment, housing, insurance or education) without human review.
• Handle emergencies: in an emergency, NEO tells the person to call 911 or the local emergency number.
• Promise prices, discounts, timelines, guarantees or results you did not authorize in writing in its configuration.
• Request the prohibited data in section 6.3.

NEO may give general information about your services and book an appointment with a professional at your business.

14.4Prohibited uses of AI: creating misleading content, disinformation, deepfakes, impersonations or fake reviews; harassing or manipulating people (undue pressure, deceptive techniques or exploiting vulnerable people); creating sexual content or content involving minors; creating malware; trying to bypass the AI's safeguards (jailbreaks or prompt injection) or to extract models, internal instructions or other people's data; using outputs to train models that compete with the Service; and violating the usage policies of AI model providers.

14.5Data and AI: to generate answers, conversation content and your knowledge base are processed by AI model providers, as described in our Privacy Policy. Do not put your customers' personal data or the data in section 6.3 into the knowledge base.

14.6Fair use of "no-meter" AI, spending limit and wallet:

• When a plan includes "no-meter AI (subject to fair use; not unlimited)," we do not charge per AI reply or minute within the normal, reasonable use of a single business in its own account. No-meter AI is not unlimited.
• Not fair use: sharing the account with other businesses or reselling the AI; connecting bots that talk to each other or creating automated loops; generating content or replies in bulk with scripts; using NEO as a general-purpose assistant; load testing; or any use far above that of similar businesses on the same plan.
• If your usage exceeds normal use, we will give you at least 7 days' notice before limiting it or charging the excess as pay-per-use AI. In case of abuse, automated loops or a risk to the Service, we may limit it immediately (Section 12.4 of the Terms). We may also ask you to change plans.
• AI spending limit (monthly budget): the initial limit is $20 per month on Organiza, $30 on Crece and $50 on Escala; on Crece and Escala, only usage beyond the AI included in the plan counts. The account owner receives alerts at 70%, 80%, 90% and 100% of that limit. On reaching 100%, the AI that counts toward the limit (pay-per-use AI) is paused and a non-AI fallback message is sent. The owner may ask to raise the limit at any time, and it is raised right away. The limit only stops the AI: it does not stop SMS, calls or WhatsApp.
• Pay-per-use AI, messages, minutes and Meta fees are charged to your wallet. Usage rates vary by plan (see the table in your account). While the plan is active, automatic top-up is mandatory and is accepted at checkout: at least $25 each time the balance falls below $10. The top-up amount you choose counts as your confirmation for that amount; without your further confirmation, at most 4 automatic top-ups of that amount are made in a calendar month; to top up more, we ask for your confirmation. The full terms are in the Terms of Service and in the Billing, Renewal, Cancellation and No-Refund Policy (https://neuroaistudio.com/legal/billing).

14.7AI-generated content (text, images, posts, ads and websites): review it before publishing, because it may contain errors or resemble other people's works. Follow each platform's rules for labeling AI-generated content.

15.Websites, forms, payments, courses and communities

15.1Websites and forms: no phishing pages or copies of other people's websites. Publish your privacy policy and terms, and cookie notices where the law requires them. No deceptive design tricks: fake countdowns or scarcity, pre-checked boxes, hidden fees or hard-to-cancel flows.

15.2If you sell subscriptions or automatic renewals through the Service, comply with ROSCA (Restore Online Shoppers' Confidence Act), California's Automatic Renewal Law and similar state laws: disclose the terms before charging, obtain express consent and allow easy cancellation, online if the customer signed up online.

15.3Payments: follow the rules of payment processors (for example, Stripe), including their prohibited business lists. Do not store card numbers in notes, fields or messages.

15.4Courses, communities, webinars and affiliates: you moderate your members' content and you are responsible for ensuring your affiliates follow this policy and disclose their relationship with you when they promote you.

15.5If you receive a copyright infringement notice about content in your account, cooperate to remove it. The notice, takedown and counter-notice procedure is in item 17.6 of the Terms of Service (DMCA).

16.Account and platform security

16.1Each team member uses their own login; do not share passwords. Turn on two-step verification if available. The number of users depends on your plan.

16.2Prohibited: accessing other people's accounts or data; reverse engineering; scraping the Service with bots; bypassing limits, sending controls, spending limits or billing mechanisms; and running security or load tests without written permission.

16.3If you suspect unauthorized access or find a vulnerability, notify us immediately at seguridad@neuroaistudio.com.

17.Sanctions, export controls and countries

17.1You represent that neither you, nor your owners, nor your users are on U.S. sanctions lists (such as the Office of Foreign Assets Control's SDN List) or other applicable lists; that you are not owned or controlled by listed persons; and that you are not located in a country or region subject to a comprehensive U.S. embargo.

17.2It is prohibited to use the Service to communicate with, sell to or benefit sanctioned persons or entities, or in violation of U.S. export controls (Export Administration Regulations).

17.3NeuroAI screens each customer against the SDN List after sign-up and may screen again at any time, ask you for information, block destination countries, prefixes or numbers, and suspend the account immediately if there is a sanctions risk. If a sanctioned person or entity makes a payment, the payment is blocked and reported as required by law.

17.4NeuroAI does not provide the Service to Venezuelan government bodies or state-owned companies, to anything linked to sanctioned organizations, or to persons located in Russia or Belarus. Nor is it offered to businesses established in the European Economic Area (EEA), the United Kingdom or Switzerland, unless NeuroAI accepts it in writing in an exceptional case. The full terms are in Sections 2.7 and 23 of the Terms of Service.

18.Your responsibility

18.1You are the sender of your messages and calls. You are responsible for their content, your lists, consents and opt-outs, and compliance with the law of every country where your contacts are located. NeuroAI provides tools; it does not decide whom you contact or what you say.

18.2Templates, consent language, sample legal pages, settings and suggestions from NeuroAI or NEO are a help, not legal advice. Review them with your attorney.

18.3If your use results in fines, fees, blocks or claims from carriers, Meta, authorities or third parties, you pay those costs and you defend and indemnify NeuroAI as set out in the Terms of Service. Fines or fees that carriers or Meta charge NeuroAI because of your traffic are passed on to you.

19.How we monitor compliance

19.1NeuroAI may review, with automated tools and with people, usage data, metadata and, when reasonably necessary, the content of messages, calls, templates, pages and AI settings, to prevent abuse, comply with the law and provider rules, and handle complaints, as described in our Privacy Policy.

19.2We may ask you for proof of consent, information about your business or changes to your campaigns.

19.3We may keep records and cooperate with carriers, Meta, payment processors and authorities when the law or their rules require it.

20.Consequences

20.1Depending on severity, NeuroAI may: warn you and ask you to fix something within a deadline; pause a campaign, number, channel or feature (for example, SMS or AI calls); limit sending; remove content; suspend the account; or terminate it.

20.2We may suspend immediately and without prior notice in cases of: content involving minors; fraud or phishing; sanctions risk; impersonation; mass spam; an order or serious complaint from a carrier, Meta or an authority; or a risk to the Service, to NeuroAI or to other customers (for example, numbers or NeuroAI's WhatsApp account being blocked).

20.3Carriers, Meta and other providers may take their own measures (blocking numbers, rejecting campaigns or closing WhatsApp accounts), which NeuroAI cannot reverse.

20.4A suspension or termination for violating this policy does not entitle you to any refund of fees, setup fees or wallet balance. NeuroAI does not issue refunds, except in the exception cases set out in the Terms of Service and in the Billing, Renewal, Cancellation and No-Refund Policy; a suspension or termination for a violation is not one of those cases, and this does not limit any rights that cannot be waived by law. During a suspension for a violation, the subscription remains in effect and continues to be billed; you may cancel it online from your account at any time so it does not renew.

20.5Content involving the exploitation of minors is reported to the authorities (in the U.S., to the National Center for Missing & Exploited Children, NCMEC).

20.6Reactivation: after the problem is fixed and, where needed, with renewed approval from the carrier or Meta.

20.7Review: if you believe we made a mistake, write to legal@neuroaistudio.com within 14 days after the measure and explain why. We respond within a reasonable time (target: 10 business days).

21.How to report abuse

Anyone can report spam, impersonation or misuse by a business that uses NeuroAI. Write to abuso@neuroaistudio.com with the number or email that contacted you, the date and a screenshot. If you received a text you did not request, you can also reply STOP. We review every report.

22.Changes to this policy

We may update this policy. If a change is material and adverse to you, we will notify you by email or in the app at least 30 days in advance (Section 28 of the Terms), unless the law, carriers or Meta require it to apply sooner. If you keep using the Service after the effective date, you accept the new version. You may cancel online from your account at any time.

23.Language, other documents, governing law and contact

23.1This policy is published in Spanish and English. If the two versions differ, the English version controls.

23.2It is part of the Terms of Service. If documents conflict, the order of precedence in item 29.2 of the Terms applies (on use of the Service, messaging and AI, this policy comes before the Terms).

23.3This policy is governed by the laws of the State of Delaware (U.S.). Disputes are resolved as set out in the Terms of Service (Section 27): through individual arbitration administered by the American Arbitration Association (AAA), seated in Wilmington, Delaware, with a class action waiver. Any claim must be brought within 1 year after the event giving rise to it, unless the law requires a longer period that cannot be shortened.

23.4Contact: NeuroAI Inc., 254 Chapman Rd, Ste 208 #24811, Newark, DE 19702, United States.

• Legal, privacy and notices: legal@neuroaistudio.com
• Abuse reports: abuso@neuroaistudio.com
• Security: seguridad@neuroaistudio.com
• Support and billing: soporte@neuroaistudio.com
• Phone and WhatsApp: +1 646 235 1719
• Website: https://neuroaistudio.com

24.AI notice (short texts for NEO and the website)

How to use them: the notice always comes first, in the language of the conversation. Replace the text in brackets. In Spanish, these texts address the person informally («tú»); each business may switch them to the formal «usted» if that is how it addresses its customers. In Spanish SMS, some characters (such as á, í, ó, ú) split the message into more segments and raise the cost; that is why the SMS versions avoid them and fit in one segment.

24.1neuroaistudio.com — fixed banner in the chat window:

"You're chatting with NEO, NeuroAI's AI virtual assistant. It can make mistakes and does not give medical, legal or financial advice. Type HUMAN to talk to a person. AI Notice · Privacy"

24.2neuroaistudio.com — NEO's first message:

"Hi, I'm NEO, NeuroAI's virtual assistant powered by artificial intelligence. I can help you see how NeuroAI can take care of your business's customers. If you'd rather talk to a person, type HUMAN."

24.3NeuroAI's WhatsApp (+1 646 235 1719) — first message:

"Hi, I'm NEO, NeuroAI's AI virtual assistant. I answer questions about NeuroAI and its plans, and I can send you the link to the demo. Type HUMAN to talk to a person, or STOP if you don't want more messages."

24.4"Simulate your business" demo (website neuroaistudio.com only; on WhatsApp, NEO only sends the link):

"This is a demo. NEO, an AI virtual assistant, will simulate serving the customers of [YOUR BUSINESS] using the details you gave us. Answers are examples and may contain errors. Please don't share sensitive information."

24.5Customer business assistant — first message (web chat, WhatsApp, Instagram, Messenger):

"Hi, I'm [ASSISTANT NAME], the AI virtual assistant for [BUSINESS NAME]. I can help with [appointments, prices and hours]. If you'd rather talk to a person, type [HUMAN]."

24.6Customer business assistant — SMS version (fits in one message):

"[BUSINESS]: Hi, I'm [NAME], an AI virtual assistant. How can I help? To talk to a person, reply HUMAN. Reply STOP to opt out."

24.7If someone asks "Are you a person?" or "Are you a bot?":

"I'm a virtual assistant powered by artificial intelligence, not a person. If you'd like, I can connect you with someone on the [BUSINESS] team."

24.8When NEO takes over again (after a person or a long pause):

"You're back with [NAME], the AI virtual assistant for [BUSINESS]."

24.9Voice — inbound call:

"Thank you for calling [BUSINESS]. This is [NAME], a virtual assistant powered by artificial intelligence. This call is recorded and transcribed to serve you better. If you'd prefer to speak with a person, just say so at any time."

Voice — NeuroAI's NEO:

"Hi, I'm NEO, NeuroAI's virtual assistant powered by artificial intelligence. This call is recorded to serve you better. Who am I speaking with?"

24.10Voice — outbound call (only with prior consent, section 12):

"Hello, this is [NAME], an AI virtual assistant calling from [BUSINESS]. If you don't want more calls, say "do not call" or press 9 and we won't call again. Am I speaking with [CONTACT NAME]? We're calling about [REASON, for example: the appointment you requested on our website]. This call is recorded. Our number is [PHONE]."

24.11Sample consent checkboxes for forms (each one separate and unchecked):

• ☐"I agree to receive text messages (SMS) from [BUSINESS] about my appointments, orders and inquiries at the number provided. Message frequency varies. Message and data rates may apply. Reply STOP to cancel and HELP for help. See Terms and Privacy Policy."
• ☐"I agree to receive marketing text messages from [BUSINESS] (offers and news), sent automatically, at the number provided. Up to [X] messages per month. Consent is not a condition of purchase. Message and data rates may apply. Reply STOP to cancel, HELP for help. See Terms and Privacy Policy."
• ☐"I agree that [BUSINESS] may message me on WhatsApp about [appointments / orders / offers]. I can opt out at any time by replying STOP or BAJA."
• ☐"I agree to receive calls and voicemails from [BUSINESS], including calls using an artificial or AI-generated voice, at the number provided, about [my request / offers]. Consent is not a condition of purchase. I can revoke it at any time by saying so during a call or by writing to [CONTACT]."

24.12Website footer (one line):

"NEO is a virtual assistant powered by artificial intelligence. It can make mistakes and does not replace professional advice. AI Notice · Privacy · Terms · Acceptable Use"

24.13"AI Notice" page (short version for https://neuroaistudio.com/legal/ai-notice):

AI Notice

NEO is NeuroAI's virtual assistant powered by artificial intelligence (AI). Businesses that use NeuroAI also use it to serve their customers, sometimes under a different name, but it always introduces itself as AI.

What it does: answers questions about the business, books appointments, collects contact details and hands the conversation to a person when you ask or when needed.

What it doesn't do: it is not a person; it does not give diagnoses or medical, legal, immigration, tax or financial advice; and it does not handle emergencies (call 911 or your country's emergency number).

It can make mistakes: its answers are generated automatically and may contain errors. Confirm anything important with the business (prices, timelines and terms).

Your data: your messages and calls are processed by AI model providers to generate answers, and calls may be recorded and transcribed. Do not share card numbers, bank accounts, ID numbers, passwords or health information. More details in NeuroAI's Privacy Policy and in the privacy policy of the business serving you.

A person, whenever you want: type HUMAN (or the word the business indicates) or say "I want to talk to a person."

Stop receiving messages: reply STOP to texts, or type BAJA or STOP on WhatsApp.

Contact: soporte@neuroaistudio.com · +1 646 235 1719