1. Purpose and Scope

This Acceptable Use Policy ("AUP") governs your use of Sentus AI's native voice AI platform for property management. This policy is designed to:

Protect the integrity and availability of our Service for all users
Ensure compliance with applicable laws and regulations
Prevent abuse, fraud, and harmful activities
Maintain the security and reputation of our platform
Promote ethical and responsible use of AI technology

By using Sentus AI, you agree to comply with this AUP in addition to our Terms of Service.

2. Permitted Uses

Sentus AI is intended for legitimate property management operations, including:

Tenant Communication: Answering calls, responding to inquiries, scheduling appointments
Maintenance Coordination: Triaging requests, dispatching vendors, tracking work orders
Leasing Operations: Prospect qualification, application processing, lease administration
Compliance Management: Fair housing documentation, regulatory requirement tracking
Financial Operations: Rent collection reminders, payment processing, accounting integration
Property Operations: Unit turnovers, inspections, vendor management
Analytics and Reporting: Operational insights, performance metrics, forecasting

3. Prohibited Activities

3.1 Illegal Activities

You may not use Sentus AI to:

Violate any local, state, federal, or international laws or regulations
Engage in fraudulent activities or misrepresentation
Violate fair housing laws or engage in discriminatory practices
Facilitate money laundering, terrorist financing, or sanctions violations
Infringe on intellectual property rights, including copyright, trademark, or patent
Violate privacy laws (GDPR, CCPA, etc.) or unlawfully collect personal data
Engage in price fixing, market manipulation, or antitrust violations

3.2 Discriminatory Practices

Zero Tolerance for Fair Housing Violations:

Discrimination based on race, color, religion, national origin, sex, familial status, or disability
Steering tenants toward or away from properties based on protected characteristics
Different terms, conditions, or privileges based on protected class membership
False statements about property availability to discourage applications
Refusing reasonable accommodations for persons with disabilities
Retaliatory actions against fair housing complaint filers

Sentus AI has built-in fair housing safeguards, but users remain ultimately responsible for compliance.

3.3 Abusive or Harmful Conduct

Harassment: Threatening, intimidating, or harassing tenants, vendors, or others
Hate Speech: Content promoting violence, hatred, or discrimination
Exploitation: Taking advantage of vulnerable individuals or groups
Retaliation: Punitive actions against tenants exercising legal rights
Stalking or Doxxing: Unwanted surveillance or publishing private information

3.4 Security and System Integrity

You may not:

Attempt to gain unauthorized access to the Service, other accounts, or connected systems
Reverse engineer, decompile, or attempt to extract source code
Introduce malware, viruses, worms, or other harmful code
Conduct security testing or vulnerability scanning without prior written permission
Use automated scripts, bots, or crawlers to access the Service
Interfere with or disrupt the Service's operation or infrastructure
Circumvent rate limiting, usage caps, or other security measures
Share or resell access credentials to unauthorized third parties

3.5 Spam and Unsolicited Communications

Sending unsolicited commercial emails (spam) via the Service
Making automated calls or texts without proper consent (TCPA violations)
Using the Service for telemarketing without complying with Do Not Call regulations
Phishing, spoofing, or impersonating others in communications
Harvesting email addresses or phone numbers for unsolicited outreach

3.6 Data Misuse

Selling, trading, or sharing tenant data with unauthorized third parties
Using tenant data for purposes beyond property management operations
Failing to secure sensitive personal or financial information
Exporting data to circumvent data protection regulations
Creating tenant blacklists or sharing negative information inappropriately

3.7 AI System Abuse

Adversarial Attacks: Attempting to confuse, trick, or manipulate Sophia AI
Prompt Injection: Crafting inputs designed to alter AI behavior inappropriately
Model Theft: Attempting to replicate or steal our AI models
Training Data Poisoning: Providing false feedback to degrade model performance
Excessive API Calls: Overwhelming systems with unnecessary requests

3.8 Unauthorized Reselling or Sublicensing

Reselling access to the Service without an authorized reseller agreement
Providing Service access to third parties under your account
White-labeling or rebranding the Service without permission
Creating derivative products or services based on our platform

4. Content Standards

4.1 User-Generated Content

When using the Service to create content (messages, notifications, property descriptions), you must ensure:

Accuracy: Information is truthful and not misleading
Legality: Compliance with advertising and consumer protection laws
Appropriateness: Professional tone and language
Non-Infringement: No use of copyrighted materials without permission

4.2 Prohibited Content

Do not create, upload, or transmit:

False, deceptive, or misleading property information
Sexually explicit, obscene, or pornographic content
Violent, graphic, or disturbing imagery or descriptions
Content promoting illegal drugs, weapons, or dangerous activities
Copyrighted materials without authorization
Confidential information belonging to others

5. Fair Housing Compliance

Property managers using Sentus AI must comply with:

Federal Fair Housing Act: Prohibits discrimination in housing
Americans with Disabilities Act (ADA): Requires reasonable accommodations
State and Local Fair Housing Laws: Often broader protections than federal law
HUD Guidance: Including discriminatory advertising prohibitions

5.1 Sentus AI's Fair Housing Safeguards

Our platform includes:

Automated screening for discriminatory language in communications
Consistent application of screening criteria across all applicants
Documentation of all tenant interactions for audit purposes
Alerts for potentially problematic communications
Training materials on fair housing compliance

However, users remain ultimately responsible for ensuring their use of the Service complies with fair housing laws.

6. Data Security Obligations

Users must:

Maintain strong, unique passwords and enable multi-factor authentication
Immediately report suspected unauthorized access or security breaches
Restrict access to the Service to authorized personnel only
Comply with data protection laws regarding tenant information
Not store unencrypted sensitive data outside the Service
Use secure networks when accessing the Service (avoid public WiFi)
Log out of shared devices after use

7. Resource Usage Limits

To ensure fair resource allocation and system stability:

API Rate Limits: Maximum requests per minute/hour based on subscription tier
Storage Limits: Audio recordings, documents, and data within plan allocations
Call Duration: Reasonable limits on individual call length
Concurrent Users: Based on subscription plan
Bandwidth: Fair use policy to prevent system degradation

Excessive usage may result in throttling, temporary suspension, or upgrade requirements.

8. Monitoring and Enforcement

8.1 Monitoring Activities

Sentus AI reserves the right to:

Monitor usage patterns to detect potential policy violations
Use automated systems to flag potentially problematic content
Review customer accounts following abuse reports
Analyze aggregated usage data for platform improvement
Investigate suspected security incidents or policy violations

8.2 Enforcement Actions

Violations of this AUP may result in:

Warning: First-time minor violations receive a written warning
Content Removal: Deletion of prohibited content or communications
Feature Restrictions: Temporary disabling of specific Service features
Account Suspension: Temporary suspension pending investigation (typically 7-30 days)
Account Termination: Permanent termination for serious or repeated violations
Legal Action: Referral to law enforcement for illegal activities
No Refunds: Violations resulting in termination forfeit any prepaid fees

8.3 Appeals Process

If your account is suspended or terminated:

You will receive email notification with reason for action
You may appeal by contacting [email protected] within 14 days
Appeals are reviewed by senior compliance personnel
Decisions are typically rendered within 7 business days
Appeal decisions are final

9. Reporting Violations

9.1 How to Report

If you become aware of AUP violations by other users:

Email: [email protected]
Abuse Report Form: Available in your account portal
Phone: Emergency abuse hotline for urgent situations

9.2 Information to Include

Description of the violation and which policy provision it violates
Date, time, and circumstances of the incident
Account information (if known) of the alleged violator
Evidence (screenshots, recordings, call logs, etc.)
Your contact information for follow-up

9.3 Confidentiality

We treat abuse reports confidentially and do not disclose reporter identity except as required by law.

10. Third-Party Services and Integrations

When using Sentus AI with third-party services:

You remain responsible for compliance with those services' terms and policies
We are not responsible for third-party service availability or functionality
Integration issues should be reported through proper support channels
Unauthorized API integrations may violate this policy

11. Cooperation with Law Enforcement

Sentus AI cooperates with law enforcement investigations:

We respond to valid legal process (subpoenas, court orders, warrants)
We may voluntarily report suspected illegal activity
User data may be disclosed pursuant to legal requirements
We comply with national security requests where legally required

12. Changes to This Policy

We may update this AUP to:

Address new types of abuse or emerging threats
Comply with changes in applicable laws
Clarify existing provisions based on user questions
Improve enforceability and user understanding

Material changes will be communicated via email and prominent platform notice at least 30 days before taking effect. Continued use after the effective date constitutes acceptance.

13. Contact Information

Questions about this Acceptable Use Policy:

Compliance Team: [email protected]
Abuse Reports: [email protected]
Legal Department: [email protected]
Phone: Available through customer support portal

Last Updated: January 1, 2026

Effective Date: January 1, 2026

This policy is subject to change. Please review regularly for updates.