1. Purpose
This Fair Use Policy (FUP) ensures that AdviserAlly Limited can provide a consistent and reliable AdviserAlly experience for all customers. It clarifies how we balance innovation with responsible consumption of shared resources — across the CRM, AI chatbot, landing page hosting, email and SMS messaging, workflow automation, and lead scoring features. This mirrors the practices of other UK software providers such as Sage, Xero, and Bupa when managing enterprise-grade services.
2. Guiding principles
- AdviserAlly is designed for human-led client engagement and business-growth workflows. AI chatbots, automation, and lead scoring should complement, not replace, professional judgement.
- Use must comply with applicable laws, regulatory obligations, and contractual commitments — including any sector-specific conduct rules (e.g. FCA, SRA) and PECR for email and SMS communications.
- Consumption should remain proportionate to the subscription tier and agreed resource allowances.
3. Usage volumes and concurrency
We monitor overall workspace activity to safeguard platform stability. Unless otherwise specified in your Order Form:
- AI chatbot conversations are subject to plan-tier limits. Free plans include a limited number of monthly conversations; paid plans offer higher or unlimited volumes.
- Landing pages, forms, and email templates are limited by plan tier. Creating resources beyond your plan limits will require an upgrade.
- Email sending volume should remain proportionate to your client base. Sustained bursts exceeding 5,000 emails per day may be throttled to protect deliverability and platform reputation.
- SMS messaging is subject to Twilio fair use limits and applicable UK regulations.
- Concurrent API calls and background automation must respect the rate limits documented in developer resources. We may throttle sustained bursts that exceed those thresholds.
4. AI chatbot usage
Chatbot widgets must be deployed in good faith for legitimate business purposes such as lead qualification, customer support, and FAQ handling. The following chatbot activities are prohibited:
- Using the chatbot to provide regulated advice (financial, legal, medical, or otherwise) without appropriate human oversight and compliance review.
- Training the chatbot with misleading, inaccurate, or deceptive knowledge sources.
- Deploying the widget on websites unrelated to the Customer's business without prior approval.
- Using automated tools to simulate conversations or inflate engagement metrics.
Notes for regulated businesses (e.g. FCA-regulated advisers): if the Customer’s business is an FCA-regulated financial advisory practice, the chatbot must not be used to provide regulated financial advice or trigger a personal recommendation without appropriate human oversight and compliance review. Chatbot outputs should be reviewed for compliance with FCA conduct rules and COBS 4 financial promotion requirements. Equivalent obligations apply to SRA-regulated legal firms, CQC-regulated healthcare providers, and any other regulated sector.
5. Landing page hosting
Landing pages hosted on AdviserAlly subdomains must contain content relevant to the Customer's business and comply with any applicable advertising rules (for example the ASA CAP Code, or FCA financial promotion rules where relevant). The following are not permitted:
- Publishing content unrelated to the Customer's professional services.
- Hosting pages that facilitate phishing, malware distribution, or any unlawful activity.
- Creating landing pages at volumes that exceed your plan limits or that are intended to manipulate search engine rankings.
Notes for regulated businesses: landing pages hosted by FCA-regulated advisory firms must comply with FCA financial promotion rules (including COBS 4 fair-clear-not-misleading requirements and Consumer Duty expectations). SRA-regulated legal firms must comply with SRA Codes of Conduct and advertising standards. The Customer is responsible for regulator-specific review of any hosted content.
6. Automation and integrations
Automated scripts, bots, or robotic process automation must be reviewed and approved by AdviserAlly Limited prior to deployment. Workflow automations built within AdviserAlly (using the visual workflow builder) are permitted within plan limits. Integrations should authenticate securely, handle errors gracefully, and avoid polling or retry behaviour that degrades service for other customers.
7. Data handling and content standards
Customers must ensure that all data submitted to AdviserAlly — whether through the CRM, chatbot conversations, landing page forms, email campaigns, or SMS messages — is lawful, accurate, and collected with the appropriate permissions. Prohibited content includes, but is not limited to, information that is unlawful, defamatory, discriminatory, infringing, or abusive. Sensitive personal data should only be processed where necessary for the agreed services and in line with the UK GDPR and our Data Processing Addendum.
8. Email and SMS communications
All email and SMS communications sent through AdviserAlly must comply with the Privacy and Electronic Communications Regulations (PECR), UK GDPR, and applicable marketing laws. Specifically:
- You must hold valid consent or a lawful basis for each recipient before sending marketing communications.
- Each message must clearly identify the sender and include an accessible unsubscribe or opt-out mechanism.
- Unsolicited or deceptive communications, spam, phishing, and misleading subject lines are strictly prohibited.
- Bounce rates exceeding 5% and spam complaint rates exceeding 0.1% may trigger sending restrictions to protect platform deliverability.
9. Security obligations
You must maintain robust administrative, technical, and organisational safeguards for user accounts, including multi-factor authentication, least privilege access using AdviserAlly's 35 granular permissions, and prompt revocation of leavers. Notify [email protected] within 24 hours if you suspect unauthorised access or compromise. AdviserAlly Limited may suspend access to protect the platform and other customers while an investigation is underway.
10. Monitoring and enforcement
AdviserAlly Limited monitors usage patterns for signs of abuse or degradation. Where we identify behaviour that may breach this FUP, we will provide notice with remediation guidance. Failure to address issues, repeated violations, or activity that presents an immediate risk may result in throttling, suspension, or termination in line with our Terms and Conditions of Service.
11. Reporting concerns
Please report suspected misuse or security events to [email protected]. Provide as much detail as possible so we can investigate quickly. We may coordinate with regulators or law enforcement if legally required.
12. Updates to this policy
AdviserAlly Limited may update this Fair Use Policy to reflect evolving services, regulatory guidance, or industry standards. Material changes will be communicated via email or in-app notification at least 14 days in advance where practicable.