Last Updated: October 7, 2026
This Prohibited Use Policy (this “Policy”) describes activities that are not permitted when using the Retell AI, Inc (“Retell”) platform, APIs, voice agents, models, or related services (collectively, the “Product”). Customers and their users must comply with this Policy and all applicable laws when using the Product. Violation of this Policy may result in suspension or termination of access to the Product.
You may not use the Product to engage in, promote, or facilitate illegal activity, including violations of telecommunications, fraud, consumer protection, privacy, or automated communications laws. This includes violations of the Telephone Consumer Protection Act (TCPA), the Telemarketing Sales Rule (TSR), Do-Not-Call rules, or similar laws governing automated calling and messaging. Customers are responsible for ensuring they have all required consent and permissions before initiating calls or communications.
You may not use the Product to impersonate any individual or organization without lawful authorization, create or deploy voice clones without the consent of the person whose voice is used, generate misleading synthetic voices, or conduct deepfake or impersonation scams.
The Product may not be used to engage in or facilitate fraud or deception, including impersonation scams, phishing, social engineering, deceptive marketing, or collecting sensitive information through misleading communications.
The Product may not be used to generate or transmit communications that harass, threaten, intimidate, target individuals or groups with abusive conduct, or conduct spam or abusive robocalling campaigns.
You may not use the Product to collect, store, or transmit sensitive personal information without lawful authorization. Customers must comply with applicable privacy, wiretapping, call recording, and biometric data laws when using the Product.
You may not reverse engineer the Product, bypass safeguards or service limits, attempt to evade detection or enforcement mechanisms, interfere with platform integrity, conduct vulnerability testing without authorization, or use the Product to develop competing services.
The Product may not be used in ways that could create significant risk of harm to individuals or the public, including emergency service impersonation, misinformation campaigns, or automated harassment campaigns.
You may not use the Product to generate automated political calls or communications that violate applicable election laws or regulations governing political messaging or AI-generated communications.
When using synthetic or AI-generated voices, you must provide any disclosures required by applicable laws or regulations governing artificial intelligence, automated communications, or synthetic media.
You may not attempt to circumvent, evade, or undermine safeguards, monitoring systems, or enforcement mechanisms designed to detect or prevent prohibited uses of the Product.
Unless expressly approved by Retell in writing, you may not use the Product, directly or indirectly (including through any reseller, platform, agency, or solution partner), to provide or enable outbound calling functionality, including AI voice functionality to support calls, for or on behalf of any General-Purpose Personal Assistant, whether public or non-public. A “General-Purpose Personal Assistant” means a consumer-facing AI agent or assistant whose offering includes enabling an individual user to direct the agent to make outbound calls on the user’s behalf to perform personal or business tasks across multiple unrelated industries or task categories (for example, making restaurant reservations, scheduling appointments, arranging travel, contacting merchants or service providers, or handling other general-purpose errands). A General-Purpose Personal Assistant does not include (a) an AI agent or assistant designed primarily for a particular industry, vertical, or defined category of tasks (for example, an agent limited to healthcare appointment scheduling or travel research and booking), or (b) an AI agent or assistant acting on behalf of a business for that business’s internal or enterprise purposes, including sales, customer support, recruiting, collections, or other enterprise operations.
Retell may ask you to describe your use case at sign-up or at any time, and you must respond accurately and promptly. If Retell reasonably believes your use of the Product falls within this Section, Retell may restrict, suspend, or disable that use under Section 12 after providing notice to the email address associated with your account.
Retell may investigate suspected violations of this Policy and may suspend, restrict, or terminate access to the Product at any time if it reasonably believes a violation has occurred or that a use of the Product presents a risk of harm. Retell may remove or disable content and may report unlawful activity to authorities where required or appropriate.
Customers must reasonably cooperate with Retell in investigating suspected violations of this Policy, including providing information necessary to evaluate potential misuse of the Product.
Retell may update this Policy from time to time. Continued use of the Product after updates constitutes acceptance of the updated Policy.