Acceptable Use Policy

As a carrier interconnected with 600+ operators worldwide, Dollu is held responsible by those partners and by regulators for the traffic that leaves our network. This AUP therefore applies to all traffic that originates from, terminates to or transits Dollu, whether sent by you directly, by your customers, or through platforms you build on our APIs. Where you resell, you must impose equivalent rules on your own customers and enforce them.

This policy is not exhaustive. Traffic that is lawful but that clearly damages our routes, generates operator complaints or exposes us to penalties may still be restricted, and we will explain why when we act. Nothing here permits any use that is unlawful in the originating or destination country.

You must not send, or allow to be sent, any traffic that falls into the categories below. Where a category is defined by law, the law of the destination country applies as well as the law of the originating country, and the stricter rule governs.

• Unsolicited bulk messaging or calling (spam) to recipients who have not given the consent required in their jurisdiction, including messages sent to purchased, scraped or harvested number lists.
• Robocalls, pre-recorded or auto-dialled calls that breach the TCPA, TRAI’s commercial-communication regulations, Ofcom rules or equivalent laws, including calls to numbers on national do-not-call registers.
• Calls or messages using a spoofed, invalid, unallocated or unauthorised calling line identity or sender ID, or that otherwise misrepresent the sender’s identity.
• Messages sent to India without a DLT-registered principal entity, header and template, or to the United States without an approved 10DLC campaign, toll-free verification or short code where required.
• Phishing, smishing, vishing, malware distribution, one-time-passcode interception, or content designed to obtain credentials, payment details or personal data by deception.
• Content that is illegal in the destination country, including child sexual abuse material, incitement to violence, terrorist content, unlawful gambling, unlicensed financial promotions or the sale of controlled substances.
• Traffic that infringes intellectual property, defames, harasses or threatens individuals, or that is sent to emergency, premium-rate or special-service numbers for any purpose other than genuine use.

A2P and wholesale SMS traffic must carry a sender ID that you are authorised to use, that is registered wherever the destination country requires it and that accurately identifies your brand or your customer’s brand. Alphanumeric sender IDs must not impersonate banks, government bodies, operators or well-known brands. Content must match the registered template or campaign use case; changing content after registration is treated as unregistered traffic.

Every marketing message must give the recipient a functioning way to opt out, and opt-outs must be honoured within 24 hours across all routes. You must retain evidence of consent for the period required in the destination country and provide it to us within one business day of request. Grey routes, SIM farms and any technique designed to avoid operator filtering, DLT scrubbing or termination fees are prohibited.

Every call sent to Dollu must present a valid, diallable calling line identity that is assigned to you or that you are contractually authorised to present, in E.164 format, and that reaches a live answer point when called back. CLI substitution is permitted only where the presented number is one you or your customer legitimately hold; presenting numbers you do not control, random or rotating CLIs, or the numbers of a third party is spoofing and will result in immediate route blocking.

For traffic to the United States we require attestation-appropriate STIR/SHAKEN signing or the information needed for us to sign on your behalf, and we participate in industry traceback. For traffic to India, CLI must comply with DoT’s numbering and CLI-restoration rules. Calls must carry accurate signalling; stripping, altering or delaying SIP headers to disguise origin, and looping traffic back into the originating country to obtain a lower rate, are prohibited.

International revenue share fraud, wangiri callbacks, traffic pumping, PBX hacking, SIM-box termination, false answer supervision and any pattern designed to generate termination or origination revenue without genuine end-user demand are prohibited. This includes sending traffic to premium, satellite or high-cost destinations for the purpose of sharing in the revenue, whether or not you initiated the calls yourself.

We monitor traffic in real time for short-duration and repeated-call patterns, sudden shifts to high-cost destinations, unusual answer-seizure ratios, message velocity spikes and known fraud ranges. Traffic that matches these signatures may be blocked automatically pending investigation. You are liable for charges arising from fraudulent traffic sent through your account, including where your systems were compromised, and we recommend you configure the destination blocking, spend caps and rate limits available in the portal and API.

Numbers and SIP trunks supplied by Dollu may support emergency calling in some countries and not in others; the capability, restrictions and registered-address requirements for each number type are set out in the service schedule and the portal. Where emergency calling is available you must keep the registered service address for every number current, tell your end users clearly whether emergency calling is supported and how it works, and not present a Dollu number as the CLI on emergency calls placed over other networks.

You must not test emergency numbers without prior written arrangement with us and the relevant public safety answering point, and must not route emergency calls through Dollu from a country where the number was not intended for use. Misuse of emergency services may result in immediate suspension and referral to the authorities.

You must protect the systems that connect to Dollu, including SIP endpoints, PBXs, API integrations and portal accounts, against unauthorised use. Use strong credentials and multi-factor authentication, restrict signalling to the IP addresses you have registered with us, keep software patched and monitor for anomalous traffic. You must not attempt to probe, scan or penetrate our network, exceed documented API rate limits, share API keys across organisations or interfere with other customers’ traffic.

We monitor traffic patterns, complaint feeds from operators, spam-reporting bodies and regulators, and our own fraud systems. Where we identify a breach or a credible risk we will act proportionately, taking into account the severity, whether the traffic is ongoing and your response. In urgent cases we may act first and notify you afterwards. The measures available to us include the following.

• Notice and request for correction, typically with a 24-hour or 5-business-day cure period depending on severity.
• Blocking of specific destinations, sender IDs, CLIs, templates or IP addresses while the issue is investigated.
• Rate limiting or routing changes to protect partner relationships.
• Suspension of the affected service or of the account, with recurring charges continuing to accrue.
• Termination of the agreement for repeated or serious breaches, and recovery of any fines, surcharges or partner claims we incur.
• Reporting to regulators, industry traceback groups or law-enforcement where required or where the traffic is unlawful.

If you receive spam, spoofed calls or other abuse that appears to originate from a Dollu number or route, or if you are a customer who suspects your account has been compromised, email [email protected] with the calling or sending number, the destination number, the date and time including time zone, and any message content or call recording you hold. Our abuse desk operates 24×7 and acknowledges reports within one business day; urgent fraud can also be raised with our NOC at [email protected].

Abuse reports should be sent to [email protected] at any time. Questions about this policy, or about whether a proposed use case or traffic profile is permitted, can be sent to [email protected] or by post to Dollu Ltd, 2403A, Iconic Corenthum, Sector 62, Noida 201301, India. Urgent fraud affecting live traffic should also be raised with [email protected].