Acceptable Use Policy
Fluentworks, Inc. (“Fluent”)
Version: v1.0
Effective: On acceptance of the Terms of Service / Master Subscription Agreement (“Agreement”)
This Acceptable Use Policy (“AUP”) applies to all access to and use of Fluent’s services, including by Customer and its Authorized Users. This AUP is incorporated into the Agreement. Capitalized terms not defined here have the meanings in the Agreement.
1. Scope and responsibility
Customer is responsible for all activity under its account, including activity by Authorized Users, contractors, and any other persons Customer permits to access the Service. Customer must ensure all users understand and comply with this AUP.
2. Named users; no credential sharing
To protect security, auditability, and compliance:
- Named users required. Each user must have their own unique login tied to an individual person.
- No credential sharing. Sharing accounts, passwords, or authentication tokens is prohibited.
- No generic/shared accounts. Accounts such as “scheduler@…”, “admin@…”, or other role-based/shared inbox accounts are prohibited.
3. Data minimization; prohibited data
The Service is intended for scheduling and operational coordination. Customer must submit only the minimum information necessary for those purposes.
Customer must not upload, store, transmit, or otherwise process through the Service:
- Social Security numbers or government-issued identification numbers,
- payment card data (including full card numbers, CVV, or magnetic stripe data),
- passwords or authentication credentials for any third-party service,
- psychotherapy notes (as defined under HIPAA),
- biometric identifiers or genetic data,
- or any other highly sensitive information not required for scheduling.
4. PHI and HIPAA-safe use
If Customer uses the Service with protected health information (“PHI”):
- PHI may only be entered into fields intended for secure, access-controlled storage (e.g., Notes) and only by users authorized by Customer to access such PHI.
- Customer must not place PHI in free-text fields or communications that are not intended for PHI, including content that could be sent via email or push notifications, unless Fluent explicitly designates the specific feature as suitable for PHI in writing.
- Customer is responsible for configuring user permissions and training users to avoid including PHI in inappropriate fields.
5. Security and abuse prohibitions
Customer and Authorized Users must not:
- attempt to gain unauthorized access to the Service, user accounts, or underlying systems,
- probe, scan, or test the vulnerability of the Service or any Fluent system without Fluent’s prior written permission,
- bypass or attempt to bypass access controls, authentication, logging, or security-related restrictions,
- introduce malware, harmful code, or automated scripts that interfere with the Service,
- interfere with, disrupt, degrade, or overload the Service (including via abusive rate of requests).
Security reporting: If you believe you have found a security vulnerability, report it to security@fluentworks.com. Do not publicly disclose vulnerabilities until Fluent has had a reasonable opportunity to investigate and remediate.
6. Illegal, harmful, or fraudulent use
Customer and Authorized Users must not use the Service to:
- violate any applicable law or regulation,
- impersonate others or misrepresent identity or authorization,
- facilitate unlawful, harmful, or deceptive activities,
- store or transmit content that is illegal, infringing, or violates privacy rights.
7. Automated access; API; scraping
Customer must not:
- scrape the Service, crawl it, or use automated means to access it except through Fluent’s documented APIs (when available),
- circumvent rate limits or access restrictions,
- use the Service to create excessive load or to extract data in bulk outside of supported export tools.
If Fluent provides APIs, Customer must comply with all API documentation, authentication requirements, and reasonable rate limits.
8. Competitive use; reverse engineering; benchmarking
Customer and Authorized Users must not:
- reverse engineer, decompile, or attempt to derive source code from the Service except to the extent prohibited by law,
- access the Service to build or help build a competing product or service,
- publish benchmark results, performance tests, or comparative analyses of the Service without Fluent’s prior written consent.
9. Model training restrictions
Customer and Authorized Users must not use the Service or any Customer Data accessed via the Service to train, fine-tune, or develop machine learning or AI models, except as expressly permitted in writing by Customer (for its own Customer Data) and by Fluent (for access and use of the Service).
10. Enforcement
Fluent may investigate suspected violations and take action as needed, including:
- providing warnings and requiring corrective action,
- suspending access to specific users, features, or the entire account,
- terminating the Agreement for material or repeated violations.
Fluent reserves the right to suspend access immediately if Customer’s use poses a security risk, may harm the Service or others, involves suspected fraud, or may result in legal exposure or noncompliance.