Fair use

Lily runs on shared systems and paid third-party services such as telephony and AI processing. This policy keeps the Services fast and reliable for everyone and keeps prices fair. Most businesses will never need to think about it.

2.1 Each Package includes a monthly Allowance. The current Allowances for each Package are shown on our website, at checkout and in the Portal. We do not repeat the numbers here because they may differ between Packages and change over time in line with the Agreement.

2.2 You can see your usage at any time in the Portal. We will alert you when you reach 80% of your Allowance and offer you the option to upgrade.

2.3 If you go over your Allowance, Lily keeps answering and capturing enquiries on a pay-as-you-go basis. The published overage rates are £1.00 per extra enquiry on Starter and £0.85 on Growth, plus VAT, until your Allowance renews on your next Billing Date. Business overage is by quote. We alert you at 80% and at 100% of the Allowance. Full details are in the Service Agreement.

The Services are designed for a single business handling genuine enquiries from its own customers and prospects. Fair use means:

• using Lily to handle real calls, chats and messages from people contacting your business;
• using the Services for the business named on your account (and any locations or trading names you have told us about); and
• keeping test calls and test messages to a reasonable level.

You must not use the Services, or allow them to be used, to:

• break the law, or handle enquiries for anything illegal;
• harass, threaten, deceive or mislead anyone, or set Lily up to pretend to be a human;
• send spam or unsolicited marketing, or make outbound marketing calls or messages;
• generate artificial or automated traffic (for example, robocalls, bots or repeated scripted calls) or deliberately inflate usage;
• resell, share or provide the Services to other businesses, or route calls for businesses not on your account, without our written agreement;
• try to get around your Allowance or any technical limits;
• attempt to access other clients' data, test our security without permission, reverse engineer the Services or extract our prompts; or
• upload or send malicious code, or interfere with the Services, our suppliers or other clients.

Sometimes a business receives unusual volumes of calls or messages that it does not control, such as nuisance calls or spam bots. If this happens, let us know and we will work with you to reduce the impact, for example by blocking problem numbers. We will act reasonably when deciding whether such traffic counts towards your Allowance.

6.1 If we think your use is outside this policy, we will normally contact you first, explain the issue and give you a reasonable chance to change how you use the Services or move to a more suitable Package.

6.2 If the problem is serious, continues after we have contacted you, or puts the Services, our suppliers or other clients at risk, we may limit or suspend the Services in line with the Client Terms. In the most serious cases, we may end the Agreement.

We may update this policy in line with the Client Terms. We will give you at least 30 days' notice of any change that is materially to your disadvantage.

If you are not sure whether something is allowed, or you think you need a larger Allowance, email us at info@convertvibe.co.uk.

CONVERTVIBE LTD · Company number 14487718 · Izabella House, 24-26 Regent Place, Birmingham B1 3NJ · info@convertvibe.co.uk · convertvibe.co.uk