Acceptable use policy

Last updated 7 October 2026

In short. Presence is for a business talking to its own customers and contacts. No robocalls, spam, spoofing, fraud or recording without consent. If we see fraud or abuse we can switch an account off at once, because one bad account can get our numbers blocked for every customer.

This policy is part of the Terms of service between Redstone Castle LLC and each customer. It applies to the customer and to everyone who uses its account. Words with capital letters have the meaning given in the Terms.

1. Calling

You must not use Presence to:

• make calls with an autodialer, a prerecorded or artificial voice (including an AI-generated voice), or a dialing script, or make calls in bulk;
• make telemarketing or sales calls to anyone without the consent the law requires, to numbers on the National Do Not Call Registry or a state do-not-call list without a legal exemption, to anyone who has asked you not to call, or outside the hours the law allows;
• run a call centre, a dialer operation or any use where calls are placed for a third party, or resell or share the Service;
• make calls that are harassing, threatening, abusive or obscene, or repeated calls meant to annoy;
• generate artificial traffic, such as calls made to inflate minutes, revenue or ratings (traffic pumping) or calls to numbers that pay the caller;
• use more than normal business volumes, or try to get around the fair use limits, spending limits or other limits on your account.

2. Caller ID and identity

• Do not try to send a caller ID other than your Presence number, or otherwise mislead anyone about who is calling or texting.
• Do not impersonate any person, business or government body.
• Give us true information about your business, and do not open accounts to get around a suspension or to hide who you are.
• Do not collect, buy or cycle through phone numbers to avoid carrier blocking or call labelling, or acquire numbers you do not intend to use for your own business.

3. Texting

• Text only people who have agreed to hear from you as the law requires, and honor every opt-out.
• Do not send spam, or text lists you bought, rented, borrowed or shared.
• Do not send content the carriers forbid, including content about sex, hate, alcohol, firearms or tobacco (including vaping and cannabis), and the other categories listed in the Messaging Terms.
• Do not send texts that do not match the registration you submitted, or hide links behind link shorteners.

4. Recording and monitoring

• Do not record, monitor, transcribe or analyze any call where you do not have the notice and consent the law requires, including the consent of everyone on the call where the law requires it.
• Do not try to switch off or defeat the recording announcement.

5. Unlawful and harmful content

You must not use Presence to send, store or make available content that:

• is unlawful, fraudulent or deceptive, including phishing or scams;
• exploits or endangers children, or is sexually explicit content involving anyone who has not consented;
• threatens, harasses or incites violence or hatred against any person or group;
• infringes anyone’s intellectual property, privacy or publicity rights; or
• contains malware or links to it.

6. Security and the platform

You must not:

• access or try to access another customer’s account or data, or any part of Presence you are not authorized to use;
• probe, scan or test the security of Presence, or our carriers’ systems, without our written permission. If you believe you have found a vulnerability, tell us at support@redstonecastles.com and do not use it;
• reverse engineer, decompile or disassemble Presence, except where the law allows this despite this restriction;
• interfere with or overload Presence, including by denial-of-service attacks or automated requests beyond normal use;
• scrape or harvest phone numbers, contacts or other data from Presence or through it; or
• use Presence to build a competing product.

7. Carrier and industry rules

Calls and texts travel over carrier networks under rules that bind us and, through us, you. You must:

• follow the policies of our carrier, Telnyx, and of the carriers that deliver your calls and texts, as they apply to your use;
• not do anything that would make a call or text fail authentication under the STIR/SHAKEN caller ID framework, or that would require us to give a call a lower attestation level;
• cooperate promptly with our requests for information when a carrier, the industry traceback group, a regulator or law enforcement investigates calls or texts from your numbers; and
• accept that we may block calls and texts, or suspend numbers, to meet our own obligations to stop unlawful robocalls and texts.

8. What we do about breaches

We may investigate any suspected breach, and may remove content, block calls or texts, limit or suspend outgoing calling or texting, suspend the account or end the agreement, as the Terms allow. Where we reasonably suspect fraud, toll fraud, unlawful robocalling, a compromised account or a risk to our carrier relationships, we may act immediately and without notice. We will tell you what happened and how to respond, normally the same day, unless the law forbids it or telling you would compromise an investigation. We may report unlawful activity to carriers, the industry traceback group, regulators and law enforcement.

9. Reporting abuse

If you receive unwanted calls or texts from a Presence number, or see any other misuse, email support@redstonecastles.com with the number, the date and time, and what happened.