1. Scope
This Acceptable Use Policy (AUP) applies to all users of the PropPilot platform, including:
- Authorized users: Owners, administrators and agents with access to the administration panel.
- End Users: Buyers, investors and individuals who interact with AI agents through the enabled channels.
This AUP supplements the Terms of Service and forms an integral part of the agreement with PropPilot.
2. Permitted Use
PropPilot is designed exclusively for:
- Management of real estate commercial operations.
- Customer service through AI agents for real estate inquiries.
- Lead qualification and contact management.
- Appointment and property visit scheduling.
- Processing of reservations and deposits.
- Generation of landing pages for real estate projects.
- Analytics and commercial performance reporting.
3. Prohibitions
3.1 Content and Data
It is prohibited to use PropPilot for:
| Category | Examples |
|---|---|
| False or misleading information | Publishing false property data (prices, availability, non-existent features), using images of properties that do not correspond |
| Spam and unsolicited communications | Sending unsolicited mass messages to leads, using the AI agent to contact people without their consent |
| Illegal content | Promoting illegal activities, discrimination, incitement to hatred |
| False third-party data | Creating contacts with fabricated data, impersonating third parties |
| Intellectual property | Uploading documents, images or content that infringes third-party copyrights or trademarks |
3.2 AI Agent Use
It is prohibited to:
| Prohibition | Details |
|---|---|
| Regulated advice | Configuring the agent to provide legal, financial, tax or investment advice |
| AI concealment | Disabling or circumventing the AI interaction notification at the beginning of conversations |
| Manipulation | Configuring the agent with deceptive sales techniques, excessive pressure, or false urgency tactics |
| Discrimination | Configuring the agent to discriminate leads by race, religion, gender, nationality or other protected categories |
| Sensitive data | Configuring the agent to request health data, sexual orientation, religious beliefs or other sensitive data (Art. 9 GDPR) |
3.3 Technical Use
It is prohibited to:
| Prohibition | Details |
|---|---|
| Scraping | Extracting platform data through scraping, crawling or unauthorized automated methods |
| Reverse engineering | Attempting to decompile, disassemble or access the platform's source code |
| Interference | Taking actions that interfere with the platform's performance or availability for other users |
| Vulnerabilities | Exploiting security vulnerabilities without responsibly reporting them to security@proppilot.ai |
| API abuse | Exceeding API usage limits or automating actions beyond what is permitted by the plan |
| Malware | Uploading files that contain viruses, malware, or malicious code |
3.4 Compliance and Regulation
It is prohibited to:
| Prohibition | Details |
|---|---|
| Money laundering | Using the platform to facilitate money laundering or terrorism financing transactions |
| Sanctions evasion | Facilitating transactions with sanctioned persons or entities |
| Fraud | Using the platform for fraudulent activities or real estate scams |
| KYC evasion | Attempting to circumvent identity verification processes |
4. Usage Limits by Plan
| Resource | Starter | Professional | Premium |
|---|---|---|---|
| AI Agents | 1 | 2 | 5 |
| Storage | 100 MB | 350 MB | 1 GB |
| Messages/month | 150 | 500 | Unlimited |
| AI Leads/month | 150 | 500 | Unlimited |
| Team members | 1 | 10 | 30 |
| KYC verifications/month | 5 | 50 | 500 |
Usage exceeding the contracted plan limits may result in:
- Automatic service limitation until the next billing period.
- Request to upgrade the plan.
- Overage charges (only if documented in the contract).
5. Enforcement Process
5.1 Response Levels
| Level | Condition | Action | Notification |
|---|---|---|---|
| 1 — Warning | First minor infraction | Warning email explaining the infraction and the policy | Email to account owner |
| 2 — Temporary restriction | Repeated or moderate infraction | Feature limitation (e.g. AI agent deactivation) for 7-30 days | Email + in-app notification |
| 3 — Suspension | Serious or repeated infraction | Total account suspension for 30 days | Email + formal notification |
| 4 — Termination | Very serious infraction, illegal activity, or non-compliance after suspension | Contract termination pursuant to the termination for cause clause | Email + formal letter |
5.2 Infractions Resulting in Immediate Termination
- Confirmed illegal activity (fraud, money laundering).
- Distribution of malware.
- Intentional security breach.
- Identity impersonation.
- Use for sanctioned activities.
5.3 Appeals Process
| Step | Action | Timeframe |
|---|---|---|
| 1 | User receives notification of the action | Immediate |
| 2 | User may appeal by email to legal@proppilot.ai | 15 days |
| 3 | PropPilot reviews the appeal | 10 business days |
| 4 | Decision communicated to the user | 5 business days |
6. Knowledge Base Content Policy
Content uploaded to the AI agent's knowledge base must:
| Requirement | Details |
|---|---|
| Be truthful | Real and verified information about the projects |
| Be up to date | Current prices, availability and features |
| Not infringe rights | Own or licensed images and documents |
| Not contain sensitive data | No personal data of third parties without consent |
| Be relevant | Content related to the client's real estate projects |
7. AI Agent Use Restrictions
7.1 Responsible Configuration
Clients are responsible for:
- Providing truthful information in the knowledge base.
- Periodically reviewing AI agent responses.
- Configuring appropriate limits for agent actions.
- Maintaining human oversight over critical interactions (reservations, payments).
- Complying with local real estate advertising regulations.
7.2 AI Agent Limitations
PropPilot does not guarantee that the AI agent:
- Is 100% accurate in all responses.
- Correctly understands all queries in all languages.
- Detects all End User intentions.
- Replaces professional human advice.
8. Reporting Violations
If you detect a violation of this AUP, report it to:
Email: security@proppilot.ai (for security violations)
Email: legal@proppilot.ai (for other violations)
PropPilot will investigate all reports and take appropriate measures.