Acceptable Use Policy

1. Prohibited uses

You may not use DIDHub services to:

• Originate, transmit, or store content that violates applicable law in the jurisdiction of origin or destination, including but not limited to fraud, identity theft, unauthorized access to computer systems, and harassment.
• Place calls or send messages that misrepresent the identity of the caller (caller-ID spoofing) except where you have a verifiable legitimate basis (e.g. a contact center displaying the brand it represents under written authorization).
• Conduct mass unsolicited communications (commonly known as "spam") that violate the regulatory requirements of the destination country (US TCPA, UK Ofcom, EU GDPR consent, India TRAI DLT, etc.).
• Generate calls or messages designed to circumvent regulatory controls — including but not limited to robodialing, neighborhood spoofing, "vishing" / phishing schemes, account-takeover SMS, or fraudulent OTP delivery.
• Use DIDHub services to harass, threaten, defame, or otherwise harm individuals or organizations.
• Resell DIDHub services without an active reseller agreement (see the Partners page for the legitimate reseller track).

2. Fraud and caller-ID misuse

The DIDHub platform participates in the global STIR/SHAKEN ecosystem (US/Canada) and equivalent caller-ID authentication frameworks in supported markets. Outbound calls are signed with the appropriate attestation level based on the relationship between the calling party and the displayed Caller ID.

Customers who repeatedly originate calls with mismatched or unauthorized Caller IDs will have STIR/SHAKEN attestation levels lowered, which directly degrades call delivery on US/CA mobile carriers. Persistent abuse results in termination.

"Neighborhood spoofing" — displaying a Caller ID with the same area code or prefix as the called party to increase pickup rates — is a specific abuse pattern that DIDHub blocks at the carrier layer.

3. SMS and call spam

Outbound SMS in major markets requires sender registration (US 10DLC, India TRAI DLT, UK CLI registration, EU per-country sender ID). DIDHub coordinates the registration on your behalf, but the underlying compliance is yours: you must have prior express consent from the recipient, you must honor opt-out requests within the regulator-specified window (24-48 hours typical), and you must include sender identification in commercial messages.

For voice: predictive dialing, "ringless" voicemail drops, and high-velocity outbound to consumer numbers without prior business relationship are subject to local regulation and may be prohibited. The US TCPA, UK Ofcom CLI rules, and Australia ACMA SPAM Act all impose specific consent requirements; DIDHub does not provide legal advice but expects customers to be familiar with the rules in markets they target.

4. Illegal content and conduct

DIDHub does not provide infrastructure for: child sexual abuse material (CSAM); content promoting violence against persons or property; impersonation of government, financial-services, or regulated-utility authority for the purpose of extracting money or credentials; or any activity that constitutes a crime in the jurisdiction of origin or destination.

Reports of CSAM are investigated immediately and turned over to the National Center for Missing & Exploited Children (NCMEC) or the equivalent regulator in the destination country, alongside any required law-enforcement disclosure.

5. Abuse handling

DIDHub maintains 24/7 abuse monitoring across the platform. Abuse signals include carrier complaint feedback (loops from Verizon/T-Mobile/AT&T spam analytics, Ofcom CLI complaints, etc.), end-user reports, and automated traffic-pattern detection.

When abuse is detected:

1. For low-severity issues (occasional spam complaints, Caller ID mismatch): we contact the customer with the specific finding and request remediation.
2. For mid-severity issues (persistent regulatory complaints, sender-ID violations): we suspend outbound on the affected number/route pending remediation.
3. For high-severity issues (fraud, illegal content, mass spoofing): we suspend the entire account immediately and notify the customer.

Customers under suspension receive a written notice with the abuse finding and the remediation path. Most issues are resolved within 24-72 hours.

6. Enforcement and termination

DIDHub reserves the right to terminate any account with material or repeated violations of this policy. Termination includes:

• Suspension of all DIDs assigned to the account.
• Cessation of inbound and outbound traffic.
• Where required by law, disclosure of account information to relevant regulators or law-enforcement.
• Forfeiture of any prepaid balance to cover regulatory fines or carrier penalties incurred by DIDHub on the customer's behalf.

Terminated customers are not eligible for refund of monthly DID rentals for the current billing period. Disputed terminations may be appealed in writing to [email protected] within 30 days of termination notice.

7. Contact and reporting

Report suspected abuse to: [email protected]

Include: the originating number, an example of the abusive content (call timestamp, SMS body, etc.), and any supporting context. We acknowledge reports within 24 hours and provide a status update within 72 hours.

Law-enforcement requests should be sent to: [email protected] — DIDHub responds to valid subpoenas, court orders, and equivalent legal process within the statutory window per jurisdiction.