Acceptable Use Policy

TopReach gives sales teams powerful tools: a power dialer, a parallel dialer that calls several people at once, voicemail drops, two-way texting, automated follow-ups and an API. Used carelessly, these tools can reach a lot of people who don't want to hear from you, very quickly. This policy sets the rules.

This policy is part of the TopReach Terms of Service. It applies to every customer and every user, and to anyone who uses TopReach through your account or API keys. You're responsible for making sure they all follow it. Where this policy and the Terms differ, the stricter rule applies. Words defined in the Terms mean the same thing here.

The short version: contact only people who have agreed to hear from you in the way the law requires, stop the moment they ask, be honest about who you are, and never try to get around carrier or platform controls.

This policy covers the main rules, but it isn't a complete statement of the law. Breaking any law while using TopReach breaks this policy, whether or not the rule is listed here. Get your own legal advice.

Before you call, text, send a voicemail drop to or email anyone with TopReach, you must have the consent the law requires for that kind of contact, that person and that purpose. You must be able to prove it.

2.1 What the law generally requires

• In the US, marketing calls and texts made with automated systems, and any prerecorded or artificial-voice message (including voicemail drops and AI-generated voices), generally need prior express written consent. The same kinds of calls and texts need prior express consent even when they aren't marketing.
• Written consent for marketing must meet the legal requirements, including a clear statement of what the person is agreeing to and that consent isn't a condition of buying anything.
• In Canada, commercial texts and emails need express or implied consent under CASL, must identify you, and must include a working way to unsubscribe. Telemarketing calls must follow the CRTC Unsolicited Telecommunications Rules.
• Consent must be for your business. Consent collected by someone else, such as a list seller, an affiliate or a comparison website, never counts for texting. It counts for calls only if it clearly named your business and you can prove it.
• Consent ends when the person withdraws it, by any reasonable means.

2.2 Lists

• Never text a purchased, rented, shared, appended or scraped list.
• Never upload phone numbers or email addresses taken from websites, social media, directories or other sources without the owners' consent for the contact you plan.
• You may call or email a list you didn't build only where the law allows that contact without consent, and only after you've checked it against every do-not-call list that applies. Never send prerecorded messages, voicemail drops or automated texts to such a list.

2.3 Keep proof

The rules

• Honour every opt-out, however it's made: a reply like STOP, a request on a call, an email, or any other reasonable means. Stop contacting the person through that channel promptly, and always within the time the law allows.
• Stop texting a person immediately after they opt out, except for one message confirming the opt-out.
• Never turn off or work around TopReach's opt-out handling, and never re-add or re-import someone who has opted out unless they clearly opt back in.
• Keep your own do-not-call list and honour it across all your users, numbers and campaigns.
• Before telemarketing, check your list against the US National Do Not Call Registry, the state do-not-call lists that apply and Canada's National Do Not Call List. Register and pay the fees those lists require, and refresh your checks as often as the law requires (at least every 31 days).
• Make every text program reply to HELP with your business name and how to reach you, and to STOP with an opt-out confirmation.
• Put a working unsubscribe link, your business name and a valid postal address in every commercial email, and process unsubscribes within 10 business days.

The rules

• Call only during permitted hours in the called person's time zone. In the US, telemarketing calls are allowed only between 8 a.m. and 9 p.m. local time, and some states set narrower hours or ban calls on certain days. In Canada, they're allowed between 9 a.m. and 9:30 p.m. on weekdays and between 10 a.m. and 6 p.m. on weekends. If you're not sure where someone is, use the stricter rule.
• At the start of every call, give your name, the business you're calling for and the purpose of the call, as the law requires.
• Don't call the same person more often than the law allows. Some states limit calls about the same subject to three in 24 hours, and debt collection rules limit how often you may call.
• Don't use prerecorded or artificial voices, including AI-generated voices, without the consent the law requires, and include the identification and opt-out information the law requires in every prerecorded message.
• Don't place automated or prerecorded calls to emergency lines, health care facilities, or numbers where the person called pays for the call.
• Don't dial numbers in sequence or at random.
• Follow the state telemarketing registration, bonding and disclosure laws that apply to you.

The parallel dialer calls several people at once and connects you to the first person who answers. Anyone else who answers is disconnected. Under US and Canadian rules, a call that a person answers but that isn't connected to a live representative quickly is an abandoned call. Abandoned calls are tightly limited because they're one of the most common complaints about sales calling.

Follow these rules for every campaign, even one you think the rules might not cover:

Abandoned-call rules

• Keep abandoned calls within the legal limits. In the US, no more than 3% of answered calls in each campaign, measured over 30 days. In Canada, no more than 5% of answered calls in each campaign, measured over 30 days.
• Connect each answered call to a live representative within two seconds of the person's greeting. If you don't, the call counts as abandoned.
• For every abandoned call, play a short recorded message within two seconds of the greeting that gives your business name and a number the person can call back, plus anything else the rules require. If you can't do this, don't use the parallel dialer for those calls.
• Let unanswered calls ring for at least 15 seconds or four rings before ending them.
• Keep records that show your abandonment rate for each campaign.
• Use fewer parallel lines, or switch to the power dialer, if your abandonment rate rises or you can't meet these rules.
• Never use the dialers to call numbers you have no right to call, to get around call-frequency limits, or to reach people you don't intend to speak with.

The rules

• Register your brand and each use case for A2P 10DLC, or verify your toll-free numbers, before you text. Give accurate information, and send only messages that match your registered use case and sample messages.
• Text only people who have opted in to texts from your business for the kind of message you're sending. No cold texting.
• Identify your business in your first message, and whenever the law or carrier rules require.
• Don't text before 8 a.m. or after 9 p.m. in the recipient's time zone, or outside the narrower hours some states set (several limit marketing texts to 8 a.m. to 8 p.m.).
• Use only links on domains you control, and never public link shorteners.
• Don't send the same or similar content from many numbers to get around volume limits or filtering (snowshoeing).
• Don't rotate, cycle or replace numbers to avoid spam labels, filtering, blocking or opt-outs.
• Stay within the sending limits that we or carriers set.
• Watch your opt-out and complaint rates. If they're high, stop and fix your list and your content.

The rules

• Follow CAN-SPAM, CASL and every other law that applies to your email.
• Use accurate sender names, reply-to addresses and subject lines. Never disguise who's sending or why.
• Don't email purchased, rented or scraped lists, or anyone who hasn't agreed to hear from you where the law requires consent.
• Keep bounce and spam complaint rates low. We may pause sending if they go above what our email providers allow.
• Follow the rules and sending limits of any mailbox you connect, such as Gmail.

The rules

• Turn on recording only where you can do it lawfully.
• Tell everyone on the call that it's being recorded.
• Get the consent of everyone on the call where the law requires it, including in all-party consent states such as California, Florida, Illinois, Maryland, Massachusetts, Pennsylvania and Washington. If you don't know where the other person is, follow the all-party rule.
• In Canada, tell people that the call is recorded and why.
• Pause or stop recording before anyone reads out payment card numbers, bank details or government ID numbers.
• Use recordings only for lawful purposes, and keep them no longer than you need to.

Don't use TopReach to promote, sell or send messages about anything below. Carriers block many of these categories outright, even with consent. Others may be legal but are too risky for our platform. We decide whether something falls into these categories.

9.1 SHAFT and other age-restricted content

• Sex: adult content, sexual services and sexually explicit material.
• Hate: content that promotes hatred, violence or discrimination against people because of a protected characteristic.
• Alcohol: sales or promotion of alcohol.
• Firearms: firearms, ammunition, firearm parts and accessories, and other weapons.
• Tobacco: tobacco, vaping products and e-cigarettes.
• Cannabis, CBD, kratom, psychedelics and other controlled substances, even where they're legal.
• Prescription drugs, and any drugs offered without a valid prescription.

9.2 High-risk financial offers and scams

• Payday loans, short-term high-interest loans, and loans arranged by anyone other than the licensed direct lender.
• Debt consolidation, debt relief, debt reduction, credit repair, and student loan relief or forgiveness offers.
• Tax relief and tax resolution offers.
• Cryptocurrency, foreign exchange and binary options offers, and other investment schemes.
• Get-rich-quick, work-from-home, pyramid and multi-level marketing schemes.
• Gambling, and sweepstakes, lotteries or contests that require payment.
• Phishing, impersonating any person, business or government body, fraud, scams and other deceptive offers.

9.3 Debt collection

9.4 Political and charity messages

9.5 Illegal and harmful content

• Anything illegal, or that promotes illegal activity.
• Harassment, threats, intimidation, stalking, bullying or abuse.
• Defamatory, obscene or violent content.
• Content that infringes someone's intellectual property or privacy.
• Malware, viruses, spyware, or links to them.
• False or deceptive statements about who you are, what you sell, your prices or why you're calling.

The rules

• Don't spoof caller ID. Show only numbers on your TopReach account, or numbers you own and have proven to us that you're authorized to use.
• Don't show a number, name or message designed to deceive people about who's calling or why.
• Don't cycle, rotate or replace numbers to avoid spam labels, blocking, carrier filtering, opt-outs or our limits.
• Don't spread calls or texts across many numbers to get around volume limits or filtering (snowshoeing).
• Don't keep calling or texting from a number after we, a carrier or our telecom partner tells you it has been flagged, unless we approve.
• Always show a number that people can call back to reach you or to opt out.

The rules

• Don't probe, scan, load-test or penetration-test the Services, or look for vulnerabilities, without our written permission. If you find a vulnerability, report it to support@gettopreach.com with the subject "Security", and don't exploit or disclose it.
• Don't access, or try to access, another customer's account or data, or any part of the Services you're not authorized to use.
• Don't overload, disrupt or interfere with the Services, our telecom partners' networks or carriers.
• Don't go over API rate limits, share API keys, or use the API to scrape, bulk copy or rebuild TopReach.
• Don't get around usage limits, sending limits, suspensions or billing, including by opening new accounts.
• Don't upload malware or other harmful code.
• Don't resell, white-label, sublicense or share the Services, phone numbers or accounts with third parties, unless we've agreed in writing.
• Don't share logins or seats between people.
• Don't use the Services for emergency calls, or anywhere a failure could cause death, injury or serious harm.

We take this policy seriously because carriers and our telecom partners hold us responsible for every call and message on our platform. We watch signals such as opt-out rates, complaints, carrier reports, spam labels, answer rates, abandoned-call rates, very short calls and the results of carrier and platform filtering.

12.1 What we may do

• warn you and ask you to fix the problem;
• ask for proof of consent, registration or licences;
• limit how many calls, texts or emails you can send;
• block or remove specific messages, contacts, campaigns, follow-ups or content;
• pause or turn off features, phone numbers, users or API keys;
• suspend or close your account under the Terms, without a refund;
• charge you for carrier fines and fees that your calls or messages caused.

12.2 We may act without warning

12.3 Working with carriers and authorities

12.4 No liability for enforcement

If you think someone is using TopReach to break this policy, email support@gettopreach.com with the subject "Abuse". If you can, include:

What to include

• the number that called or texted you, or the email address that emailed you;
• the date and time, and your time zone;
• the number or email address that received it;
• a copy or description of the message or call.

We review every report. For privacy reasons, we may not be able to tell you what action we took.

If you received a text you don't want, reply STOP to opt out of further texts from that number.

Laws, carrier rules and our Services change often, so we may update this policy. We'll post the new version on this page with its date, and we'll tell account owners about material changes by email or in the app. Changes take effect when posted unless we say otherwise.