Legal

Acceptable Use Policy

What you may and may not do with Pengo, its widget and its AI.

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legal@pengo.chat
On this page
  1. 1 Scope
  2. 2 Illegal and harmful content
  3. 3 Messaging, spam and consent
  4. 4 Using Pengo Intelligence
  5. 5 Pengo Actions and integrations
  6. 6 Security and the platform
  7. 7 Sensitive data
  8. 8 Enforcement
  9. 9 Reporting abuse
  • Use Pengo to talk with your customers honestly and lawfully.
  • No spam, scams, illegal content or harassment, and respect each channel’s consent rules.
  • Don’t use Pengo Intelligence to deceive people or to give high-stakes advice without a human.
  • Don’t attack, overload or reverse engineer the platform.

This summary helps you find your way. The full text below is what applies.

Scope

This Acceptable Use Policy (“AUP”) is part of our Terms of Service. It applies to everyone who uses Pengo, including your team members, any AI agent you configure, and the content you send through Pengo to your visitors. You are responsible for making sure your workspace follows it.

Illegal and harmful content

Do not use Pengo to create, send, store or link to content that:

  • is illegal, or promotes or facilitates illegal activity, including fraud, scams and the sale of illegal goods or services;
  • sexually exploits or endangers children, in any form;
  • harasses, threatens, defames or incites violence or hatred against people or groups;
  • infringes anyone’s intellectual property, privacy or publicity rights;
  • contains malware or links to phishing, credential theft or other malicious sites;
  • impersonates a person or organization, or misrepresents who you are or who is replying.

Messaging, spam and consent

  • Do not send unsolicited bulk or commercial messages by chat, email, SMS, WhatsApp, Messenger or Instagram.
  • Get any consent the law requires before messaging people, and honor opt-outs promptly. This includes rules such as CAN-SPAM, the TCPA, PECR and GDPR, and the policies of Meta, Twilio and other channel providers.
  • Do not use bought, rented or scraped contact lists.
  • Do not use proactive messages or eye-catchers in a deceptive or excessively disruptive way.

Using Pengo Intelligence

  • Do not configure the AI to deceive visitors, including claiming to be a human when sincerely asked.
  • Do not use the AI to make decisions with legal or similarly significant effects on people (for example about credit, employment, housing or insurance) without meaningful human review.
  • Do not use the AI to give medical, legal or financial advice that a visitor would rely on without a qualified human involved.
  • Do not try to extract system prompts, bypass safety controls, or use the AI to generate content this AUP prohibits.
  • Do not use Pengo’s AI output to build or train a competing model or service.

Pengo Actions and integrations

  • Only connect tools and accounts you are authorized to use, and only enable Actions your business would let a team member take.
  • Keep approval rules in place for Actions that move money, change orders or affect customer accounts, as fits your business.
  • Do not use integrations to access data you are not entitled to, or in breach of the connected tool’s terms.

Security and the platform

Do not:

  • probe, scan or test the vulnerability of Pengo without our written permission (see our Security page for responsible disclosure);
  • access or try to access another customer’s data, or bypass authentication, rate limits or usage limits;
  • overload or disrupt the Service, including through denial-of-service attacks or automated traffic beyond normal API use;
  • reverse engineer, decompile or copy the Service, except where the law allows despite this restriction;
  • resell, sublicense or white-label the Service without an agreement with us;
  • share accounts between people, or create accounts to get around limits, trials or a suspension.

Sensitive data

Pengo is not designed to store payment card numbers, government ID numbers or special categories of personal data. Do not ask visitors to send full card numbers, passwords or similar secrets in chat. If you are subject to HIPAA or similar sector rules, contact us before you process regulated data through Pengo.

Enforcement

If we believe this AUP has been breached, we may remove content, disable a channel, integration or AI feature, or suspend or close the workspace. Where reasonable, we will contact you first and give you the chance to fix the issue. We may act immediately when needed to prevent harm, comply with the law or protect the Service. We may report illegal activity to the authorities.

Reporting abuse

To report misuse of Pengo, including a chat widget on a site you believe is fraudulent, email legal@pengo.chat with the website address and what you saw. Report security vulnerabilities to security@pengo.chat.