Acceptable Use Policy

This Acceptable Use Policy (the “AUP”) sets out what you may and may not do when you use Dredo, a service operated by ELAREN GROUP SL (“Dredo”, “we”, “us”). It supplements our Terms of Service and forms part of your agreement with us. It applies to everyone who uses Dredo, including workspace staff and the end-users who contact them through a workspace. If any term here is not defined, it has the meaning given in the Terms of Service.

1. Purpose & scope

The purpose of this AUP is to keep Dredo safe, lawful and reliable for everyone. Dredo is a multi-tenant help desk (a shared inbox, email-to-ticket, a branded customer portal, attachments and a read-only API), and abuse by one workspace can affect others, so these rules apply across the whole Service.

This AUP supplements, and does not replace, our Terms of Service. If there is any conflict between this AUP and the Terms of Service on a matter of general contract (such as liability or governing law), the Terms of Service prevail; on questions of permitted use, this AUP applies.

A violation of this AUP is a breach of the Terms of Service and may lead to enforcement action, up to and including suspension or termination, as described in section 7.

2. Prohibited content

You must not upload, send, store, publish or otherwise make available through the Service (including in tickets, replies, notes, the portal or attachments) any content that:

• is illegal, or promotes or facilitates illegal activity;
• infringes the intellectual-property rights of others (for example copyright, trademarks or trade secrets), or misappropriates confidential information;
• contains or distributes malware, viruses, worms, or any other harmful or malicious code;
• is sexually exploitative, in particular any material that sexually exploits or endangers minors;
• harasses, bullies, threatens or defames any person; or
• incites, promotes or glorifies violence, hatred or discrimination against people on the basis of a protected characteristic.

This applies whether the content is created by workspace staff or submitted by an end-user. The workspace is responsible for content in its tickets and portal, as described in section 6.

3. Prohibited conduct

When using the Service, you must not, and must not allow anyone else to:

• send spam or unsolicited bulk email through the ticket channel, or use the reply and notification features to distribute unsolicited commercial messages;
• send phishing messages, or attempt to deceive recipients into revealing credentials, payment details or other sensitive information;
• impersonate any person or organisation, or misrepresent your affiliation with a person or organisation;
• collect, harvest or store other people’s personal data without a lawful basis and appropriate notice; or
• use the Service to defraud, deceive or otherwise harm others.

4. Security & platform integrity

Dredo isolates each workspace (tenant) from the others. To protect that isolation and the platform as a whole, you must not:

• attempt to access another workspace or tenant, or any account, data or content that is not yours;
• probe, scan or test the vulnerability of the Service, or breach or circumvent any security or authentication measure;
• reverse engineer, decompile or disassemble the Service, or attempt to extract its source code, except to the extent this restriction is prohibited by law;
• circumvent, disable or interfere with plan limits, quotas, entitlements or usage restrictions;
• use the read-only API, webhooks or other integration points other than responsibly and in line with their documented purpose and any published rate limits; or
• take any action that imposes an unreasonable or disproportionately large load on the Service, or that degrades, disrupts or overloads it (for example flooding it with automated requests).

If you discover a security vulnerability, do not exploit it. Report it to us promptly at hello@dredo.app.

5. Email & anti-abuse

Dredo sends and receives email on your behalf (for example ticket replies and notifications). You are responsible for having permission and a lawful basis to email the people you contact through the Service, and for honouring their choices, including any request to stop receiving your messages.

You must comply with all applicable anti-spam and electronic-communications laws, including, where they apply to you, the EU ePrivacy rules, the GDPR and equivalent laws in other jurisdictions. You must not use the Service to send unsolicited bulk or commercial email.

To protect deliverability and the integrity of the shared email infrastructure, we may rate-limit, queue, filter or block sending that we reasonably believe is abusive, harmful to deliverability, or in breach of this AUP, and we may take the enforcement action described in section 7.

6. Customer responsibility for its end-users

Each workspace (the customer) is responsible for how its portal and ticket channel are used, including use by its own end-users and requesters. You are responsible for ensuring that your end-users’ use of your workspace complies with this AUP.

You confirm that you have a lawful basis to process the personal data of your end-users and that you provide them with your own privacy notice and any other information required by applicable law. As explained in the Terms of Service, Dredo acts as a data processor for the end-user content within your workspace, and you act as the controller of that data.

If an end-user misuses your workspace, we may ask you to address it, and we may take action under section 7 where necessary to protect the Service or third parties.

7. Enforcement

If we reasonably believe that content or conduct violates this AUP, or creates a legal or security risk, we may take any action we consider appropriate and proportionate, including:

• investigating the suspected violation, including reviewing relevant content where lawful and necessary;
• removing, disabling or restricting access to the offending content;
• rate-limiting, throttling or blocking specific activity (for example abusive sending);
• suspending some or all of your access to the Service; or
• terminating your account or a workspace, as described in the Terms of Service.

Where it is reasonable and lawful to do so, we will give you notice and, for issues that can be fixed, a chance to fix them before we act. For serious abuse, or where there is a risk of harm, an immediate legal risk, or a threat to the security or integrity of the Service, we may act immediately and without prior notice.

8. Reporting abuse

If you become aware of content or activity on Dredo that violates this AUP, please report it to us at hello@dredo.app. Where you can, include enough detail for us to locate and assess the issue (for example the workspace, the type of content, and when you saw it). We review reports and take action where appropriate.

9. Changes to this policy

We may update this AUP from time to time, for example to address new forms of abuse or to reflect changes in the Service or the law. If we make a material change, we will give you reasonable notice by email or through the application before it takes effect. The date at the top of this page shows when it was last updated, and your continued use of the Service after a change takes effect means you accept the updated AUP.

10. Language

This AUP is provided in English and Spanish. In case of any discrepancy or conflict between the two versions, the Spanish version prevails.