Acceptable Use Policy
Last updated: August 1, 2026 · Part of the Terms of Service
The short version: Holina answers your phone for you. Don't use it to call or text people who haven't asked to hear from you, don't use it to break the law, and don't use it to do things a receptionist shouldn't do — like give medical advice or handle an emergency. Breaking these rules can get your service suspended, and it puts every other customer's phone service at risk too.
Who this applies to
This policy applies to every customer of the Holina service operated by EpochCore LLC ("Provider"), to anyone you allow to use your account, and to the content you upload or approve. It forms part of the Terms of Service.
Emergencies — read this first
Holina is not an emergency service and must never be presented as one. It cannot summon police, fire, or medical help, and it cannot be relied on to reach a human in an emergency. Do not configure it as the contact point for any emergency, safety, medical monitoring, or life-safety purpose. If a caller describes an emergency, the assistant directs them to hang up and dial 911.
Calling and messaging rules
These are the rules that protect your phone number's ability to deliver calls and texts at all. Carriers and the FCC enforce them, and violations can get numbers blocked permanently — yours and, by association, other customers'.
- No telemarketing or robocalling. Holina is an inbound receptionist. Do not use it, or ask Provider to configure it, for outbound sales campaigns, cold outreach, pre-recorded marketing calls, or auto-dialing.
- Consent is required before you text anyone. You must have prior express consent from a person before sending them a message, and prior express written consent before sending marketing messages. Consent must be collected honestly, recorded, and never pre-checked or bundled as a condition of purchase.
- Honor opt-outs immediately. STOP, UNSUBSCRIBE, CANCEL, END, QUIT, and their Spanish equivalents end messaging to that number, permanently, without exception. Do not ask Provider to override an opt-out for any reason.
- Respect calling hours and Do-Not-Call. Do not initiate contact outside the hours permitted where the recipient is located, and do not contact numbers on federal or state Do-Not-Call registries.
- No number spoofing or misrepresentation. Caller ID must accurately identify your business. Do not rotate numbers to evade filtering ("snowshoeing").
- Register accurately. Business details you give Provider for carrier registration (10DLC, toll-free verification) must be true and current. False registration data is grounds for immediate suspension and is a carrier violation in its own right.
Recording and privacy
- Every greeting carries a disclosure. You may not ask for it to be removed.
- If you enable full-audio recording, you are responsible for any additional notice or consent your jurisdiction — or your caller's — requires. Many U.S. states require all parties to consent. Provider's default is to announce by design.
- Do not upload, or configure the assistant to collect, sensitive personal information: Social Security numbers, government ID numbers, full payment card numbers, biometric data, precise geolocation, or health information subject to HIPAA. The service is not configured or contracted for regulated health data.
- Do not use the service to surveil, profile, or track individuals.
Prohibited content and conduct
- Anything unlawful, or that promotes, facilitates, or advertises unlawful activity.
- Regulated categories the service is not authorized for, including firearms sales, controlled substances, gambling, payday lending, debt collection, and adult content.
- Content you do not have the right to use, including material that infringes someone else's copyright or trademark — see the Copyright & DMCA Policy.
- Harassment, threats, hate speech, or content that sexualizes minors.
- Deception: impersonating another business or person, fabricating credentials, or configuring the assistant to deny that a caller is speaking with an automated assistant.
- Deliberately configuring the assistant to state prices, policies, or claims you know to be false.
Technical restrictions
- No probing, scanning, or testing the security of the platform without written authorization. To report a vulnerability, see Trust & Security.
- No scraping, crawling, or bulk extraction of the service, and no reverse-engineering, decompiling, or attempting to derive source code, prompts, or models.
- No using outputs of the service to train, fine-tune, or benchmark a competing product.
- No circumventing rate limits, quotas, usage allowances, or access controls; no sharing credentials; no reselling access without a written reseller agreement.
- No introducing malware, and no using the service to attack, overload, or interfere with any system or network.
Enforcement
Provider prefers to fix problems by talking to you. Where the situation allows, Provider will contact you and give you a chance to correct the issue.
Where it does not — because a violation is causing ongoing harm, exposes Provider or other customers to carrier or legal action, or is directed by a carrier or regulator — Provider may suspend the affected feature or the account immediately and without prior notice, and will tell you promptly afterward. Repeated or deliberate violations are grounds for termination for cause under the Terms of Service.
Suspension for a violation of this policy does not entitle you to a refund of fees for the suspended period.
Reporting abuse
If you believe the service is being used in violation of this policy — including if you received an unwanted call or message from a business using Holina — email john@holina.io with the phone number involved, the date and time, and what happened. Reports involving unwanted messaging are treated as urgent.
Changes
Provider may update this policy; material changes are announced per the "Changes to these terms" section of the Terms of Service.
Contact
- Email: john@holina.io
- Mail: EpochCore LLC, 8315 Camberly Rd, Huntersville, NC 28078