1. Permitted Use
The Services may only be used for lawful, authorized, and legitimate business purposes. Depending on which Services you use, this includes compliance with applicable telecommunications, data protection, consumer protection, and messaging regulations.
Users are responsible for ensuring their use of the Services complies with:
- Applicable laws and regulations in their jurisdiction
- Carrier, registry, and industry policies relevant to any communications features used
- Consent and opt-in obligations for any messaging or marketing activity
- Anti-spam and consumer protection laws
- Applicable copyright and intellectual property law for any content hosted or transmitted
2. Prohibited Activities
The following activities are strictly prohibited on the Services:
- Hosting, storing, or transmitting unlawful, fraudulent, abusive, or deceptive content or communications
- Hosting or distributing malware, exploit code, or tools designed to compromise other systems
- Sending spam, phishing messages, or unauthorized bulk communications of any kind (email, SMS, or voice)
- Caller ID spoofing, sender impersonation, or other deceptive identification practices
- Harassment, threats, abuse, or unlawful communications directed at any person
- Robocalling or automated dialing in violation of applicable law
- Sending SMS or MMS traffic without proper recipient consent
- Hosting or transmitting content that infringes copyright, trademark, or other intellectual property rights
- Attempts to bypass carrier, registry, or platform compliance systems
3. Hosting-Specific Restrictions
Where your account includes web hosting or other infrastructure storage, you may not use the Services to:
- Host content that is illegal in the jurisdiction it is served to or from
- Run cryptocurrency mining, proxy/VPN relay services, or other resource-intensive processes not related to normal website operation, without prior written approval
- Host phishing pages, credential-harvesting sites, or malware distribution pages
- Operate open mail relays, or use hosting infrastructure as a platform for sending unsolicited bulk email
- Run automated scraping, bots, or scripts that place excessive load on shared infrastructure
- Store or distribute content that violates applicable obscenity, harassment, or child-safety laws
We may remove or disable access to specific content that violates this section without removing the entire account, where practical, and will generally attempt to notify the account holder when we do so.
4. Messaging and SMS Compliance
Where your account includes SMS or MMS capability, you must obtain proper consent from recipients before sending communications.
You are solely responsible for maintaining proof of consent, opt-in records, and communication authorization where required.
All messaging activity must comply with applicable carrier rules, registration standards (such as A2P 10DLC where applicable), TCPA requirements, and applicable anti-spam regulations.
Recipients must be provided with clear opt-out instructions. Opt-out requests — including messages containing STOP, UNSUBSCRIBE, CANCEL, or similar language — must be honored immediately.
5. Security and Credential Responsibility
You are responsible for protecting account credentials, connected devices, authentication details, and administrator access associated with your account.
You must implement reasonable safeguards to prevent unauthorized access, fraud, account abuse, or security compromise.
Failure to maintain adequate security controls may result in suspension or restriction of the Services where necessary to protect infrastructure integrity.
6. High-Risk and Illegal Activity
The following are strictly prohibited on the Xelnovia platform, regardless of which Service is used to carry them out:
- Scam operations or fraudulent call centers
- Illegal robocalling or auto-dialing campaigns
- Phishing or social engineering operations, by any medium
- Unlawful debt collection activity
- Activity intended to evade law enforcement, carriers, or platform compliance systems
- Unauthorized international traffic routing or arbitrage
- Use of SIM farms or other traffic manipulation systems
- Illegal gambling, fraud, or deceptive marketing operations
7. Network Integrity and Platform Protection
You may not interfere with, disrupt, damage, overload, or compromise the stability, integrity, or security of Xelnovia's systems or networks, or those of other customers.
Prohibited technical activities include:
- Denial-of-service attacks or abusive traffic flooding
- Unauthorized penetration testing or scanning
- Exploitation of software vulnerabilities
- Distribution of malware or malicious code
- Attempts to bypass authentication or access controls
8. Fair Use of Resources
Plans are designed for normal small business use — not for high-volume, automated, or resource-intensive operations beyond what is typical for a business of comparable size.
Hosting resources: Storage, bandwidth, and compute resources included with a hosting plan are intended for normal website operation. Accounts that consistently consume resources well beyond what is typical for their plan tier may be asked to upgrade to a higher tier, or may have usage throttled to protect shared infrastructure.
Calling minutes: Plans that include calling functionality include unlimited calling to and from the public telephone network (PSTN), subject to this Fair Use Policy. Included usage is up to 4,000 combined inbound and outbound PSTN minutes per monthly billing cycle. Calls between extensions on the same account are always free and do not count toward this allowance. Usage exceeding 4,000 combined PSTN minutes in a billing cycle is billed at $0.01 per minute for both inbound and outbound calls, applied at the end of the billing cycle.
Prohibited high-volume use: regardless of which resource is involved, the following are not permitted on standard plans without prior written approval:
- Call center or predictive dialer operations
- Automated or bulk outbound calling or messaging campaigns
- Robocalling or telemarketing
- Traffic pumping or artificial call/usage generation
- Any usage pattern that significantly exceeds normal small business activity for the plan tier purchased
We reserve the right to review accounts with usage patterns that significantly exceed normal business activity. Where usage is consistently abnormal, we may require migration to a custom plan, apply overage billing, or restrict service with reasonable notice.
9. Monitoring and Investigation
Xelnovia reserves the right to investigate activity that may threaten:
- Platform stability or infrastructure security
- Carrier or third-party provider compliance requirements
- Customer safety or service reliability
- Legal or regulatory obligations
Investigations may include traffic or content analysis, abuse monitoring, account review, complaint handling, and cooperation with lawful requests from authorities.
10. Enforcement Actions
Violations of this Acceptable Use Policy may result in:
- Warnings or compliance notices
- Content removal or restriction
- Traffic filtering, route restrictions, or messaging capability suspension
- Temporary or permanent account suspension
- Immediate service termination
- Referral to carriers, infrastructure providers, or legal authorities where appropriate
Enforcement actions may occur without prior notice where immediate action is necessary to protect systems, carriers, customers, or legal compliance obligations.
11. Reporting Abuse
To report abuse, spam, fraudulent activity, illegal content, or suspected policy violations, contact:
Xelnovia Abuse Desk
Phone: +1 (313) 666-3124
Email: support@xelnovia.com
12. Policy Updates
Xelnovia may revise this Acceptable Use Policy from time to time to reflect operational, regulatory, carrier, or legal changes.
Updated versions become effective when published on this page. Continued use of the Services after updates constitutes acceptance of the revised policy.