Acceptable Use Policy

1. About this policy

This Acceptable Use Policy sets out the rules for using the JustSay service. It applies to all Clients, Authorised Users, and anyone who accesses the JustSay platform.

By using JustSay, you agree to comply with this policy. If you breach this policy, we may suspend or terminate your access to the Service in accordance with your Subscription Agreement or Pilot Agreement.

2. Permitted use

JustSay is designed to be used for the following purposes:

• Collecting genuine, unbiased customer feedback via WhatsApp.
• Using AI-generated analysis and review drafts to understand customer experience and facilitate review publication.
• Monitoring operational performance through the Dashboard.
• Responding to service recovery alerts to resolve customer issues.

3. Prohibited conduct

You must not use the JustSay service to do any of the following:

3.1 Manipulate feedback or reviews

• Selectively exclude customers from receiving feedback messages (for example, only sending messages to customers you believe had a good experience).
• Instruct, encourage, or incentivise staff to influence which customers are contacted or how they respond.
• Offer customers incentives (discounts, upgrades, gifts, or other benefits) in exchange for positive feedback or reviews.
• Pressure, coerce, or intimidate customers into providing positive feedback or publishing a review.
• Submit fabricated, misleading, or artificially generated customer data into the system.
• Use the Service to generate fake reviews or reviews that do not reflect genuine customer experiences.

3.2 Misuse customer data

• Access, download, copy, or use customer personal data obtained through the Service for any purpose other than the intended use of the Service (feedback management and operational analysis).
• Use customer contact details obtained through the Service for direct marketing, sales outreach, or any communication unrelated to the feedback and review process.
• Share customer personal data with third parties outside the scope of the Service.
• Attempt to re-identify anonymised or aggregated data.

3.3 Compromise the platform

• Attempt to gain unauthorised access to any part of the Service, other users' accounts, or JustSay's systems.
• Introduce viruses, malware, or other harmful code into the Service.
• Reverse engineer, decompile, or otherwise attempt to extract the source code of the Service.
• Use automated tools (bots, scrapers, or similar) to access the Service, except through the provided API (if applicable).
• Interfere with or disrupt the integrity or performance of the Service.

3.4 Violate laws or rights

• Use the Service in any way that violates applicable laws, regulations, or industry codes of conduct.
• Use the Service to process data of individuals under 18 without appropriate safeguards and JustSay's prior written agreement.
• Use the Service in connection with any activity that is fraudulent, deceptive, or misleading.
• Infringe any third party's intellectual property rights, privacy rights, or other legal rights through use of the Service.

4. Dashboard and account security

You are responsible for maintaining the security of your Dashboard accounts. You must not share login credentials or magic-link authentication emails with unauthorised individuals.

You must promptly remove Dashboard access for any individual who is no longer authorised to use it (for example, employees who have left your organisation).

You must notify JustSay immediately if you become aware of any unauthorised access to your account.

5. Consequences of breach

If JustSay reasonably believes that a Client or Authorised User has breached this policy, JustSay may:

• Issue a written warning specifying the breach and requesting remediation within seven (7) days.
• Temporarily suspend the Client's access to the Service pending investigation.
• Permanently remove specific Authorised Users from the platform.
• Terminate the Client's Subscription Agreement or Pilot Agreement in accordance with its terms.

JustSay will notify the Client before taking action, except where immediate action is necessary to prevent harm to the Service, other users, or customers.

6. Reporting concerns

If you become aware of any misuse of the JustSay service — whether by your own staff or by another party — please report it to legal@getsilk.co.uk.

7. Changes to this policy

JustSay may update this policy from time to time. We will notify Clients by email of any material changes and publish the updated policy on our website. Continued use of the Service after notification constitutes acceptance of the updated policy.

How to contact us

For any questions about this policy:

• Email: legal@getsilk.co.uk
• Website: justsay.uk