Version 2026-07-22 · Effective Jul 22, 2026

Live Agent Pro Acceptable Use Policy

Effective Date: July 22, 2026 Last Updated: July 22, 2026

1. Purpose

This Acceptable Use Policy (the "AUP") describes activities and content that are prohibited on the Live Agent Pro service operated by Pelton Solutions LLC d/b/a Live Agent Pro ("Live Agent Pro," "we," "us," "our"). The AUP is incorporated by reference into the Live Agent Pro Terms of Service and applies to anyone using the Service, including the subscribing agency (the "Agency"), every staff member or other person acting under an Agency's Account ("Users"), and the live-streaming creators an Agency manages through the Service ("Hosts") when they use the host portal or mobile app.

The Agency is responsible for ensuring that its Users and Hosts comply with this AUP, and must impose equivalent obligations on them as required by the Terms of Service.

By using the Service, you agree to comply with this AUP. Violations may result in content removal, throttling or suspension of messaging, Account suspension or termination, and reporting to law enforcement, messaging platforms, or rights holders, as further described below.

This AUP is not exhaustive. Live Agent Pro may determine, in good faith, that conduct or content not specifically listed here is nonetheless a violation, and may act accordingly.

This AUP is drafted in English. We may provide Spanish (es) and Brazilian Portuguese (pt_BR) translations for convenience, but the English version governs in the event of any conflict or ambiguity.

2. Prohibited Content

You must not store, upload, transmit, generate, or distribute through the Service — including in contact records, free-text notes, custom fields, application forms, messages, uploaded documents and media, or generated profile photos — content that:

2.1 Is illegal or supports illegal activity

• violates any applicable federal, state, or local law in the United States, or applicable law in Brazil or any other jurisdiction where the Agency or its Hosts are located;
• depicts, promotes, or facilitates terrorism, violent extremism, human trafficking, or other serious crimes;
• constitutes fraud, identity theft, or financial scams (including recruitment scams, advance-fee schemes, and impersonation of platforms such as TikTok or Bigo to deceive prospective Hosts).

2.2 Sexually exploits or endangers minors — absolute prohibition

• child sexual abuse material (CSAM);
• content that sexualizes minors or depicts minors in a sexual context, in any form (photographic, illustrated, animated, AI-generated, or otherwise); or
• grooming, solicitation, or sextortion of minors, including through the Service's messaging features.

Live Agent Pro has zero tolerance for CSAM. We report all such content to the National Center for Missing & Exploited Children (NCMEC) as required by federal law (18 U.S.C. § 2258A) and cooperate fully with law enforcement. Accounts found storing or transmitting such content will be terminated immediately and irrevocably, and we may preserve content, account data, and connection logs as required by law.

2.3 Infringes intellectual property

• content that infringes any third party's copyright, trademark, trade secret, patent, right of publicity, or right of privacy — including photos of Hosts or other individuals uploaded or composited into generated profile photos without the necessary rights and consents;
• pirated software, music, video, or other media; tools for circumventing technical protection measures (DMCA § 1201 violations);
• counterfeit goods or services offered through the rewards store or otherwise.

The Agency is responsible for having the rights to every image it uploads to profile photo templates and every asset it distributes to Hosts. If you believe content on the Service infringes your copyright, see the DMCA process described in our Terms of Service.

2.4 Promotes hate, harassment, or violence

• content that promotes violence against, threatens, or incites hatred toward a person or group based on race, ethnicity, national origin, religion, sex, gender, gender identity, sexual orientation, disability, or other protected characteristic;
• content that harasses, bullies, stalks, or degrades specific individuals, including Hosts, prospective Hosts, or rejected applicants — whether in messages, contact notes, or anywhere else in the Service;
• doxxing — publishing personal contact, address, or identifying information of a private individual without consent and in a way intended to cause harm or harassment;
• content that incites imminent violence or self-harm.

2.5 Is defamatory or invasive of privacy

• content that contains knowingly false statements of fact that damage a third party's reputation;
• content that reveals private, intimate, or otherwise sensitive information about an identifiable individual without lawful basis and consent (including non-consensual intimate imagery).

Free-text notes about Hosts are personal data. Keep them factual, professional, and limited to what is needed to manage the working relationship — they may be subject to access requests under applicable privacy law.

2.6 Violates data-hygiene rules for contact records and custom fields

The Service lets the Agency define custom fields and write free-text notes. These are open-ended containers, so the following rules apply:

• No special-category data. Do not record health or medical information, biometric or genetic data, religious or philosophical beliefs, political opinions, trade-union membership, sex-life or sexual-orientation data, or racial/ethnic-origin data in custom fields, contact notes, application-form questions, or anywhere else in the Service. The Service is not designed to safeguard this data and we do not accept it.
• No Protected Health Information (PHI) / HIPAA. Live Agent Pro is not a HIPAA-compliant platform and will not sign a Business Associate Agreement (BAA). You may not use the Service to create, receive, maintain, or transmit PHI subject to HIPAA, or to operate any workflow that would require Live Agent Pro to act as a Business Associate.
• Collect only what you need. Government identifiers (such as CPF) and payout details (such as PIX keys and payout addresses) may be recorded only in the fields the Service provides for them and only where genuinely required to manage and compensate a Host. Do not collect national identifiers, full payment-card numbers, or bank credentials in custom fields or notes.
• Do not use application forms to collect personal data beyond what is reasonably necessary to evaluate an applicant.

3. Minors

The Service may not be used to recruit, onboard, or manage Hosts who are under 18 years of age.

• The Agency warrants that every Host it onboards, invites to the host portal or mobile app, or records as talent in the Service is at least 18 years old at the time of onboarding.
• The Agency must not accept an application, create a contact record for active management, or extend a portal invitation to any person it knows or reasonably should know is under 18. If the Agency discovers a Host is under 18, it must offboard that Host and notify us at legal@peltonsolutions.com without undue delay.
• Do not use the Service's application forms, messaging, or any other feature to target, solicit, or communicate with minors as prospective talent, or to collect personal information from a child under 13 in violation of the Children's Online Privacy Protection Act (COPPA).

(The Service itself is offered only to Agencies and Users who are 18 or older — see the Terms of Service.)

4. Prohibited Activities

You must not use the Service to:

4.1 Exploit, coerce, or deceive Hosts

The Service exists to help agencies manage talent professionally. You must not use it to:

• coerce, threaten, intimidate, or retaliate against a Host, including through messages, points deductions, statement manipulation, or withholding of earned compensation records;
• deceive Hosts about their earnings, compensation tiers, commission structure, points balances, or the terms of their engagement;
• misrepresent points or rewards as cash, wages, or guaranteed compensation, or use the points system to evade wage, contractor-payment, or consumer-protection obligations;
• condition a Host's compensation or continued engagement on sexual conduct, or use the Service in furtherance of sexual exploitation, forced labor, or debt bondage of any kind;
• impose recruitment fees or charges on Hosts through the Service where prohibited by applicable law.

4.2 Attack, probe, or interfere with systems

• attempt to gain unauthorized access to Live Agent Pro systems, other Agencies' Accounts or data, Host portal accounts, or third-party systems (including by credential stuffing, brute force, password-reuse exploitation, or social engineering);
• probe, scan, or test the vulnerability of systems or networks without express written authorization;
• conduct, facilitate, or participate in denial-of-service or distributed-denial-of-service attacks;
• bypass or interfere with any rate limit, authentication step, tenant-isolation control, access control, or other security measure — including API rate limits on the host mobile API;
• intercept, monitor, or interfere with traffic, messages, or data of other Agencies, Users, or Hosts.

4.3 Scrape or misuse data

• scrape, crawl, or bulk-extract data from the Service by automated means not expressly provided by the Service (the Service's own CSV export features are permitted normal use);
• access, or attempt to access, contact records, messages, statements, or any other data belonging to another Agency;
• use data obtained through the Service (including TikTok profile and stats data received through a Host's authorization) for purposes outside managing your own talent relationships, or in violation of the platform terms under which that data was obtained;
• sell, rent, or trade Host personal data obtained through the Service.

4.4 Impersonate or deceive

• impersonate Live Agent Pro, our personnel, a streaming platform (such as TikTok or Bigo), or any other person, organization, or entity;
• forge headers, sender identities, or other technical metadata to misrepresent the origin of messages or email;
• operate application forms or white-labeled portals in a way that materially deceives applicants or Hosts about who is collecting their data or why.

4.5 Abuse the platform or its resources

• automate Account creation, application-form submissions, or other Service interactions in ways not expressly permitted;
• use the Service primarily as a file-storage, file-sharing, or bulk-distribution backend unrelated to managing your agency (we are a CRM, not a file host or CDN for arbitrary content);
• attempt to reverse engineer, decompile, or extract the source code of the Service except as expressly permitted by law;
• resell, sublicense, or repackage the Live Agent Pro platform itself to third parties without our written permission. (Operating your own agency on the Service — including a white-labeled portal for your own Hosts — is normal use and is permitted within the limits of your plan.)

5. Messaging Rules

The Service includes WhatsApp, SMS-adjacent, and email messaging features — individual sends, bulk campaigns, automated greetings and alerts, and onboarding sequences. Messaging is the highest-risk feature of the Service, and the rules in this Section apply to every message sent through it. The Agency is the sender of record for every message it or its automations trigger.

5.1 Consent

• You must have documented, verifiable consent (or another lawful basis valid under every law that applies to the recipient) for every WhatsApp, SMS, or email recipient before messaging them through the Service. "Documented" means you can produce, on request, when and how each recipient agreed to receive your messages.
• Consent must cover the channel used. Consent to email is not consent to WhatsApp, and vice versa.
• Applicants who submit one of your application forms may be contacted about that application; that is not blanket consent for marketing or unrelated campaigns.

5.2 Opt-outs

• You must honor opt-outs promptly: process STOP and equivalent keyword requests, unsubscribe requests, and any other reasonable indication that a recipient no longer wishes to be contacted, and stop messaging that recipient on that channel without delay;
• you must keep the Service's blocked numbers list, do-not-contact flags, and email suppression data current, and must not message, or attempt to work around blocks or suppressions for, any recipient who has opted out, bounced, or complained;
• you must not re-add opted-out recipients to campaign audiences, directly or by re-importing them.

5.3 No purchased or harvested lists

• Do not message addresses or phone numbers that were purchased, rented, harvested from public sites or platforms, scraped, or otherwise obtained without the recipient's permission;
• do not import contact lists into the Service unless you obtained each contact's information directly and lawfully.

5.4 Legal and platform compliance

Every message sent through the Service must comply with all applicable messaging laws and platform rules, including:

• the TCPA (47 U.S.C. § 227) and state telemarketing/texting laws, for messages to US recipients;
• the CAN-SPAM Act (15 U.S.C. § 7701 et seq.) for commercial email — accurate header and sender information, clear identification of commercial content, a working unsubscribe honored promptly, and a valid postal address;
• Brazil's LGPD (Lei Geral de Proteção de Dados) for messages to recipients in Brazil, including its consent and legitimate-interest requirements;
• Meta's WhatsApp Business Messaging Policy and related WhatsApp Business terms, including its rules on opt-in, message templates, the 24-hour customer-service window, and prohibited content categories; and
• TikTok's terms of service and developer/platform policies for any data or interaction connected to TikTok integrations.

Where laws or platform rules differ, the strictest applicable standard governs.

5.5 Bulk campaigns

• Bulk campaigns (including scheduled and recurring campaigns) may be sent only to Hosts with whom the Agency has an existing relationship and from whom it holds valid consent for that channel;
• bulk campaigns may not be used for cold outreach, recruitment blasts to non-consenting prospects, or any third-party marketing;
• automated messages (birthday greetings, tier and goal alerts, event reminders, onboarding sequences) are subject to the same consent and opt-out rules as any other message — configure them accordingly.

5.6 Deliverability monitoring; automatic throttling and suspension

To protect platform deliverability, our sending domains, and our other customers, Live Agent Pro monitors per-Agency bounce rates and spam complaints and maintains suppression lists. If your bounce or complaint rates exceed our thresholds, the Service may automatically throttle, pause, or suspend your outbound email or messaging — with or without prior notice. Persistent or material deliverability problems may result in permanent disabling of messaging features or Account termination. See the Terms of Service.

5.7 Bring-your-own credentials

The Service can send through credentials the Agency supplies — a Meta WhatsApp Business access token, TikTok OAuth authorizations, or an email provider API key (e.g., Resend, Postmark, Mailgun, or your own SMTP). If you supply credentials:

• they must be your own — issued to the Agency, in the Agency's name, and obtained lawfully and in compliance with the issuing platform's terms;
• you must not supply credentials belonging to a third party, credentials obtained through misrepresentation, or credentials for accounts created to evade a platform ban or restriction;
• you warrant that you are authorized to let Live Agent Pro use those credentials on your behalf, and you remain responsible for all activity conducted with them and for your standing with the issuing platform (Live Agent Pro is not responsible if Meta, TikTok, or an email provider suspends or restricts your account);
• TikTok connections require each Host's own OAuth authorization — do not connect a TikTok account without the genuine authorization of the person who controls it.

6. Reasonable Use of Resources

Live Agent Pro plans are sold based on assumptions about normal agency usage patterns, with stated limits on contacts, team members, and storage. Beyond those limits, we may consider use of the Service "abusive" or "outside the spirit of the plan" if it:

• consistently consumes compute, storage, messaging, or bandwidth resources at multiples of typical usage on the same plan without a clear, legitimate business reason;
• uses media storage or generated-photo features primarily as a content-distribution or backup platform;
• causes degraded performance for other Agencies;
• generates persistent abuse complaints, deliverability incidents, security alerts, or infringement notices; or
• is part of a pattern of behavior that would normally trigger enforcement under another section of this AUP.

We will generally contact you before taking action for resource-based concerns and give you a chance to either reduce usage or upgrade to an appropriate plan.

7. Reporting Abuse

If you believe an Agency, User, Host, or other use of the Service violates this AUP or applicable law, please report it:

• General abuse: legal@peltonsolutions.com
• Spam / unwanted messages: legal@peltonsolutions.com with subject "Messaging Abuse Report"
• CSAM: legal@peltonsolutions.com with subject "CSAM Report" (we also report to NCMEC as required by law)
• Concerns about exploitation of a Host or a suspected minor: legal@peltonsolutions.com with subject "Talent Safety Report"
• DMCA copyright notices: see the procedure in the Terms of Service
• Security vulnerabilities: legal@peltonsolutions.com with subject "Security Report". Report privately and give us a reasonable opportunity to fix the issue before disclosing it. Testing must stay within your own Account and must not access another Agency's or Host's data, degrade the Service, or exfiltrate data — see Section 4.2, which otherwise prohibits probing and scanning

Please include relevant identifiers (agency subdomain, message content or screenshots, phone numbers or email addresses involved) and a description of the violation. We may need to share certain information with the reporter, the affected party, messaging platforms, or law enforcement, as appropriate.

We do not guarantee a specific response time, but we treat urgent abuse — especially CSAM, exploitation of talent, and active messaging abuse — as high priority.

8. Enforcement

When we determine, in good faith, that this AUP has been or is being violated, we may take one or more of the following actions, with or without notice depending on severity:

• request that the Agency remove or modify specific content or correct specific conduct;
• remove or disable access to specific content, records, templates, or features;
• throttle, pause, suspend, or permanently disable messaging (WhatsApp, email, or push) for the Agency;
• suspend or disable specific User or Host accounts, application forms, or custom domains;
• suspend or terminate the Agency's entire Account;
• preserve content, account information, and connection logs to comply with law and legal process;
• report the matter to law enforcement, NCMEC, Meta, TikTok, email providers, payment processors, anti-abuse clearinghouses, or other appropriate parties; and
• recover from the Agency any costs Live Agent Pro incurs as a result of the violation (including legal fees and third-party fees), to the extent permitted by the Terms of Service.

We make enforcement decisions in our reasonable discretion. We may decline to enforce in any particular case without waiving our right to enforce in others.

9. Appeals

If you believe an enforcement action was taken in error, you may appeal by emailing hello@liveagentpro.com (subject "AUP Appeal") within fourteen (14) days, including your Account email, the action taken, and an explanation of why you believe the action was incorrect. We will review the appeal and respond within a reasonable time. Appeals are not available for actions required by law (for example, removals required by valid court order or in response to verified CSAM).

10. Changes to This Policy

We may update this AUP from time to time. Material changes will be communicated with reasonable advance notice (by email and/or in-product notice). The "Last Updated" date above reflects the most recent revision. Continued use of the Service after the effective date constitutes acceptance of the updated AUP.

11. Contact

Pelton Solutions LLC Attn: Live Agent Pro — Abuse / Trust & Safety 101 Rainbow Drive PMB 1624 Livingston, TX 77399

Abuse and AUP questions: legal@peltonsolutions.com General support: hello@liveagentpro.com