Fair Usage Policy

1. Purpose

Vanilla Phone provides pay-as-you-go calling and messaging services for business and personal use. This Fair Usage Policy ("Policy") is designed to ensure that all users can enjoy reliable, high-quality service. We expect use that is consistent with normal business and personal communication patterns. Abuse or excessive use that impacts the integrity of our network or the experience of other users is not permitted.

2. Reasonable Use

Our services are intended for typical calling and messaging needs—such as contacting clients, banks, government offices, colleagues, and contacts worldwide. Reasonable use includes high volumes that reflect legitimate business or personal use (e.g. sales teams, support lines, remote teams). We do not set arbitrary minute or message caps for normal use; you pay for what you use. "Fair use" here means use that does not abuse the network, circumvent our pricing, or violate our Terms of Service or Acceptable Use provisions.

3. Prohibited and Excessive Use

The following are not considered fair or acceptable use:

• Reselling or repackaging the Service for third parties without our express agreement;
• Automated or programmatic calling/messaging (e.g. auto-dialling, bulk SMS) except where explicitly permitted by us and compliant with law (e.g. TCPA, GDPR);
• Use for fraud, phishing, spam, or unsolicited marketing;
• Attempts to circumvent billing, usage limits, or security controls;
• Use that causes network congestion, degradation, or harm to other users or to our or our providers' systems;
• Any use that violates our Terms of Service or Acceptable Use policy (including recording/transcription obligations).

4. Monitoring and Enforcement

We may monitor usage patterns (e.g. call volume, message volume, destination mix) to detect abuse, fraud, or use that is inconsistent with this Policy. If we reasonably believe that your use is excessive, abusive, or in breach of our Terms, we may contact you to discuss your use, request that you adjust it, or we may throttle, suspend, or terminate your account in accordance with our Terms of Service. We will act fairly and, where practicable, give notice before taking restrictive action, except where we need to act immediately to protect the network or other users.

5. Changes

We may update this Fair Usage Policy from time to time. We will post the updated policy on this page and update the "Last updated" date. Material changes may be communicated by email or by a notice in the Service. Your continued use of the Service after the effective date of changes constitutes acceptance of the updated Policy.

6. Contact

For questions about this Fair Usage Policy, or to discuss your use case (e.g. high-volume or programmatic use), please contact us via the support or contact options on our website.