Acceptable Use Policy

poolse carries other people's conversations. That makes what runs on it our problem as well as yours, so this policy sets the floor. It is part of the Terms of Service and applies to you, to anyone you give access to, and to your End Users.

You are responsible for your End Users' conduct. That does not mean reading their messages — you generally should not, and we cannot — but it does mean having a way to receive reports about your application, act on them, and reach us.

1. Illegal content and conduct

You must not use the Service to create, store, transmit, or facilitate:

• child sexual abuse material, or any sexual content involving minors, in any form, ever;
• content that promotes or facilitates terrorism, violent extremism, or genocide;
• credible threats of violence, incitement to violence, or coordination of violent acts;
• human trafficking, exploitation, or non-consensual intimate imagery;
• the sale of controlled substances, weapons, stolen goods, stolen credentials, or forged documents where that sale is unlawful;
• fraud, phishing, or social engineering aimed at obtaining money, credentials, or personal data by deception;
• content that infringes copyright, trademark, or other intellectual property rights;
• anything else illegal under the laws of North Macedonia, the European Union, or the jurisdiction where you or your End Users are.

Reports of child sexual abuse material are actioned immediately, the content and account are preserved as evidence, and the matter is referred to the competent authorities. There is no appeal window and no notice period for this category.

2. Abuse of the platform

You must not:

• send unsolicited bulk messages, spam, or chain messages, whether to your own users or through them to others;
• circumvent rate limits, plan limits, or quotas — including by creating multiple accounts to obtain more free capacity;
• probe, scan, or test the vulnerability of the Service without written authorisation from [email protected], or breach any authentication or access control;
• launch a denial-of-service attack, or use the Service as a component in one against a third party;
• use the Service as general-purpose file storage, a content delivery network, a proxy, a VPN, a cryptocurrency mining or transaction relay, a botnet command channel, or anything else that is not chat;
• reverse-engineer, decompile, or attempt to derive the source of the hosted backend, or benchmark it for publication without telling us first;
• resell, sublicense, or white-label access to the Service as a competing chat-infrastructure product;
• impersonate another person or organisation, or misrepresent your affiliation, in a way that would deceive an End User;
• interfere with another customer's tenant, or attempt to access data that is not yours.

3. Data you must not route through the Service

Without our prior written agreement, do not send us:

• special categories of personal data under Art. 9 GDPR — health, biometric or genetic data, racial or ethnic origin, political opinions, religious beliefs, trade union membership, sex life or sexual orientation;
• payment card numbers, CVVs, or other cardholder data subject to PCI DSS;
• data subject to sector-specific regimes we have not agreed to support, such as protected health information under HIPAA or classified government information;
• data about children where your product is directed at children and you have not obtained the parental consent your law requires.

If your End Users type such data into a chat unprompted, our security measures still apply to it — but you remain responsible for the lawfulness of the processing, and for not building a product that invites it.

4. The public demo

The demo at poolse.dev/chat is a public sandbox. Anyone with a conversation link can read it. Do not put personal, confidential, or sensitive information into it, do not use it to host a real community, and do not use it to store anything you need to keep. We may clear demo data at any time without notice, and may restrict or remove access to it at any time.

5. Reporting abuse

Email [email protected] with:

• what you are reporting and where it is (application, conversation link, tenant, timestamps);
• why you believe it breaches this policy or the law;
• how we can reach you for follow-up.

We acknowledge reports within two business days. For illegal content we act as fast as we can verify the report, and for the most serious categories immediately. Message bodies are encrypted at rest, but our servers hold the keys, so we can open the specific content a report points to when we need to assess it. We do that only to handle the report, and only for the content concerned. The application's operator usually knows its users and can act fastest, so tell them as well; we will contact them too.

We do not act on reports that are really commercial disputes, disagreements about lawful speech, or attempts to silence a competitor.

6. Enforcement

Depending on severity, we may:

1. contact you and ask you to fix it;
2. rate-limit, restrict, or disable the specific feature being abused;
3. suspend the affected tenant or the whole account;
4. terminate the account under § 14 of the Terms;
5. preserve evidence and report to the competent authorities.

We aim to use the least disruptive step that actually stops the harm, and to warn first where a warning is likely to work. For content in § 1, for a live security threat, or where the law requires immediate action, we act first and explain afterwards.

Appeals. If you believe an enforcement action was wrong, reply to the notice or write to [email protected]. A person, not an automated system, reviews the decision, and we respond within 10 business days. We do not restore accounts terminated for child sexual abuse material, terrorism, or sanctions breaches.

7. Legal requests

We respond to lawfully issued requests from competent authorities under our request policy. We require valid legal process, we disclose only the minimum the process compels, we reject requests that are overbroad or improperly issued, and we notify the affected customer before disclosing unless legally prohibited from doing so. Send legal process to [email protected].

Message bodies are encrypted at rest, but our servers hold the keys, so content can be produced when valid legal process compels it. That is one more reason we hold requests to a strict standard.

8. Changes

We update this policy as new categories of abuse appear. Material changes are announced by email and take effect after 30 days, except changes required to address illegal content or an active threat, which take effect immediately.