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USER USAGE POLICY

Version 2.0
Last Updated: 20 April 2026
Primary Governing Law: India

This User Usage Policy defines the behavioural rules for using the HeiBuddy / HeiBuddyAI Platform including mobile applications, websites, APIs, voice interfaces, partner dashboards, and associated services.

By accessing or using the Platform, you agree to this Policy in full. Violations may result in enforcement action including warnings, suspension, permanent termination, or referral to law enforcement.

1. Purpose, Scope & Legal Framework

This Policy exists to ensure the Platform remains safe, lawful, fair, and suitable for all Users.

The Policy applies to:

  • Consumers, Partners, Delivery Partners, API users, and guests.
  • Mobile apps, websites, APIs, voice systems, and support channels.
  • All jurisdictions where the Platform is legally available.

The Policy operates in compliance with major regulations including:

  • India IT Act 2000 & IT Rules 2021
  • DPDP Act 2023
  • GDPR & EU Digital Services Act
  • UK Online Safety Act
  • US laws including DMCA, CFAA, FTC Act, CAN-SPAM, COPPA, and CCPA

2. Definitions

  • Account — your registered Platform profile.
  • AI Features — AI, ML, voice assistant, recommendation, or automation features.
  • Content — text, images, voice, files, reviews, prompts, or uploads.
  • Partner — merchants, service providers, delivery partners, or API developers.
  • User — any person or entity accessing the Platform.

3. Binding Effect & Acceptance

By creating an Account, placing orders, making payments, using AI features, or otherwise using the Platform, you confirm that you agree to this Policy.

4. Eligibility

  • You must be at least 18 years old to maintain an Account independently.
  • Users under 18 require parental or guardian consent.
  • You must not be prohibited from using the Platform under applicable law.
  • You must not appear on sanctions or restricted-party lists.

5. Acceptable Use

You may use the Platform to:

  • Manage reminders, schedules, and personal workflows.
  • Book services and make lawful payments.
  • Use AI-powered recommendations and assistance.
  • Access APIs under approved usage limits.
  • Communicate with support and report issues.

You agree to act in good faith, provide accurate information, and comply with all applicable laws.

6. Role-Based Obligations

Consumers

  • Make bookings and payments honestly.
  • Respect Partners and Delivery Partners.
  • Provide genuine reviews and ratings.

Partners

  • Maintain accurate listings, pricing, and disclosures.
  • Comply with all licensing and regulatory obligations.
  • Avoid deceptive practices or dark patterns.

Delivery Partners

  • Follow assigned routes and safety rules.
  • Avoid GPS spoofing or multi-account abuse.
  • Treat Customers and Merchants respectfully.

API & Developer Users

  • Use APIs only with valid API credentials.
  • Respect rate limits and security requirements.
  • Do not exploit vulnerabilities or misuse data.

7. Prohibited Activities

The following activities are strictly prohibited:

  • Fraud, money laundering, bribery, corruption, or sanctions evasion.
  • Harassment, hate speech, threats, stalking, or abusive behaviour.
  • Child sexual abuse material (CSAM) or exploitative content.
  • Uploading malware, viruses, ransomware, or harmful code.
  • Scraping, reverse engineering, or unauthorised access attempts.
  • Impersonation or false identity creation.
  • Spam, fake reviews, referral abuse, or promotion manipulation.
  • Illegal collection or misuse of personal data.
  • AI abuse including jailbreaks, deepfakes, model extraction, or malicious prompts.
  • Money laundering, chargeback abuse, or payment fraud.
  • GPS spoofing, VPN abuse, or device manipulation.

8. Fair Usage

To maintain service quality for all Users, fair-usage limits apply to API calls, AI requests, uploads, storage, and sessions.

  • Rate limits may apply to AI and API usage.
  • Persistent abuse may result in temporary restrictions.
  • Users may be contacted to optimise excessive resource usage.

9. AI Interaction Rules & Safety

  • AI features are decision-support tools and not professional advice.
  • Do not use AI for illegal or harmful purposes.
  • Do not share passwords, OTPs, card numbers, or sensitive IDs in prompts.
  • AI-generated synthetic content must be clearly labelled.
  • You may opt out of AI training contributions in Privacy Settings.

Unsafe or harmful AI outputs can be reported through the in-app reporting system or safety@heibuddy.ai.

10. Account Security & User Obligations

  • Use strong passwords and enable MFA where possible.
  • Never share OTPs, passwords, or authentication codes.
  • Keep devices updated and protected.
  • Report account compromise immediately.

11. Transactions & Financial Conduct

  • Verify recipient and amount before confirming payments.
  • AI-initiated transactions above thresholds require step-up authentication.
  • Suspicious transactions may be blocked or reviewed.
  • Users are responsible for their own tax obligations.

12. Content Responsibility & Moderation

  • You are responsible for all content submitted to the Platform.
  • Content must not violate laws or third-party rights.
  • HeiBuddy may remove illegal or harmful content.
  • Copyright complaints may be submitted through the DMCA process.

13. Reporting Violations & Grievance Redressal

Users may report violations through:

  • safety@heibuddy.ai
  • security@heibuddy.ai
  • phishing@heibuddy.ai
  • copyright@heibuddy.ai
  • appeals@heibuddy.ai
  • grievance@heibuddy.ai

Reports are handled confidentially and retaliation against reporters is prohibited.

14. Enforcement, Consequences & Appeals

Violations may lead to:

  • Warnings
  • Temporary feature restrictions
  • Account suspension
  • Permanent termination
  • Law-enforcement referral

Users may appeal enforcement actions within 14 days through appeals@heibuddy.ai.

15. Dormant Accounts, Death & Incapacity

  • Inactive accounts may be marked dormant after 24 months.
  • Users may nominate a trusted contact for account management in case of death or incapacity.

16. Policy Updates & Communication

Material policy changes will be communicated through:

  • In-app notifications
  • Email notifications
  • Updated “Last Updated” notices

17. Governing Law & Dispute Resolution

This Policy is governed primarily by the laws of India, with jurisdiction-specific protections for US, UK, and EU Users.

Disputes are resolved according to the Terms & Conditions, including arbitration provisions where applicable.

18. Jurisdiction-Specific Schedules

  • India: IT Rules, DPDP Act, Consumer Protection Rules.
  • EU/EEA: Digital Services Act and GDPR obligations.
  • UK: Online Safety Act requirements.
  • US: DMCA, COPPA, CCPA, and related laws.

19. Contact Information

General Support: support@heibuddy.ai

Safety & Abuse: safety@heibuddy.ai

Security: security@heibuddy.ai

Appeals: appeals@heibuddy.ai

Copyright / DMCA: copyright@heibuddy.ai

Privacy / DPO: dpo@heibuddy.ai

Legal: legal@heibuddy.ai

Grievance Officer: grievance@heibuddy.ai

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