Build boldly. Play fair.

Unlawful and harmful content

Do not use our services to create, store, send or publish content that:

• breaks any applicable law, including UAE laws on cybercrime, media content, consumer protection and data protection;
• sexually exploits or endangers children, in any form;
• promotes terrorism, violence, self-harm or hatred against people based on protected characteristics;
• is defamatory, harassing, threatening or invades someone’s privacy;
• infringes copyright, trademarks or other rights, or uses images, fonts or software you are not licensed to use;
• offers illegal goods or services, gambling, weapons, drugs or unlicensed financial, medical or legal services; or
• is fraudulent or misleading, including phishing, fake reviews, fake invoices, pyramid schemes and impersonating brands or people.

Email, SMS and WhatsApp messaging

The Marketing Suite sends emails and messages on your behalf, and its reputation is shared by every customer. You must:

• send marketing only to people who opted in, or where the law clearly allows it for existing customers. No purchased, rented, scraped or harvested lists.
• identify yourself clearly, use honest subject lines and include a working unsubscribe link or opt-out in every marketing message;
• honour opt-outs immediately and never re-import unsubscribed or bounced contacts;
• follow the UAE’s rules on unsolicited messages, and the anti-spam laws of each recipient’s country (such as CAN-SPAM, GDPR and ePrivacy rules); and
• follow Meta’s WhatsApp Business and Commerce policies, including opt-in and template rules.

We monitor bounce and complaint rates. If they reach levels that threaten deliverability for others, we may pause sending, apply limits or ask you to clean a list before you continue.

Security and system abuse

Do not:

• access accounts, data or systems without permission, or bypass authentication, rate limits or usage limits;
• upload malware or use our services to host or spread it;
• probe, scan or load-test our infrastructure without written permission (report vulnerabilities to [email protected] — we welcome responsible disclosure);
• overload our services, run denial-of-service attacks, or use bots that create excessive load;
• scrape, mirror or reverse engineer the Platforms, except where the law expressly allows it; or
• resell, sublicense or share accounts beyond your plan without our agreement.

AI features

When you use Nello or other AI features, do not:

• generate content that breaks this policy or the usage policies of our AI model providers;
• impersonate real people, create deceptive deepfakes, or present AI output as human-written where the law requires disclosure;
• use output to make automated decisions about people’s employment, credit, housing, insurance or legal rights without meaningful human review;
• try to extract system prompts, other customers’ data or model internals, or bypass safety controls (“jailbreaking”); or
• enter special-category data (such as health or biometric data) or other people’s confidential information unless you have the right and a lawful basis to do so.

How we enforce this policy

We may investigate suspected breaches and, depending on severity, warn you, remove content, apply sending or usage limits, suspend accounts or terminate service. Where it is lawful and safe to do so, we tell you first and give you a chance to fix the issue. We may report illegal activity to the authorities and cooperate with lawful requests. Fees are not refunded for suspension or termination caused by a breach.

Reporting abuse

To report spam, abuse, infringing content or a security issue involving a Nexlla service, email [email protected] with links, screenshots or message headers. For copyright complaints, include the work, where it appears, your contact details and a statement that you are authorised to act. We review reports promptly and act where they are well founded.