Acceptable Use Policy

The full Acceptable Use Policy

1. Scope

This Acceptable Use Policy ("AUP") forms part of the mlivechat Terms of Service. It applies to the Customer, its Agents and bots, and anyone using the Service through the Customer's account. Capitalised terms have the meanings in the Terms.

2. Prohibited content and conduct

You must not use the Service to:

1. break any law, or help anyone else to, including laws on data protection, consumer protection, electronic marketing, intellectual property and export control;
2. send unsolicited bulk or commercial messages, or start chats with Visitors in a way that is deceptive or harassing;
3. impersonate any person or organisation, or misrepresent who is answering a chat (including presenting a bot as a human where the law requires disclosure);
4. phish, defraud or scam, including collecting passwords, payment card numbers or government identification through chat;
5. distribute malware, or files intended to harm a recipient's device;
6. send content that is unlawful, defamatory, obscene, hateful, threatening, or that exploits or endangers children;
7. collect special-category or highly sensitive data (for example health, biometric or financial account data) through chat, pre-chat forms or session fields, unless you have a lawful basis, have told Visitors, and accept the additional obligations that follow (Terms 5.3);
8. collect data from children in breach of applicable law;
9. place the widget on websites you do not control or are not authorised to operate.

3. Security and integrity of the Service

You must not:

1. access, or try to access, another customer's data or account, or any part of the Service you are not authorised to use;
2. probe, scan or test the vulnerability of the Service, or breach its security or authentication, except under a written agreement with us or our responsible-disclosure policy (support@mlive.chat);
3. interfere with the Service, overload it, or attempt denial of service; or circumvent rate limits, connection caps, file size or type restrictions, bans, or allowed-domain settings (for example by rotating IP addresses);
4. use automated means to create accounts or visitor identities in bulk;
5. use webhooks or bots to route requests to internal, private or third-party systems you do not control;
6. share bot tokens, webhook signing secrets or session credentials outside your organisation, or use another person's account;
7. reverse-engineer the Service except where the law allows, or resell or white-label it without our written agreement.

4. Your responsibilities

• You are responsible for the conduct of your Agents and bots, and for messages, files and webhook payloads sent through your account.
• Use the moderation tools available (ending chats, banning visitors) to deal with abusive Visitors.
• Keep your list of allowed widget domains accurate.

5. Enforcement

5.1 We may investigate suspected violations. To do so we may review the minimum data needed, consistent with the Data Processing Agreement.

5.2 Depending on severity, we may warn you, remove or disable content, restrict features, suspend or terminate your account, and report unlawful activity to authorities. Where reasonably possible we will give notice and a chance to fix the problem first; we may act at once where there is a risk to people, the Service or other customers, or where the law requires it.

5.3 Fees are not refunded for suspension or termination caused by a violation of this AUP.

6. Reporting

Report abuse of mlivechat (for example, a chat widget used for phishing) to support@mlive.chat. Report security vulnerabilities to support@mlive.chat.

7. Changes

We may update this AUP. Material changes are notified as set out in the Terms.