Acceptable use

1. Introduction

This Acceptable Use Policy (the “AUP”) governs the use of the Familiar platform, applications, APIs, integrations, and services (collectively, the “Services”) provided by Familiar.

This AUP applies to all Clients, Users, and any individual or entity accessing or using the Services, whether under:

• a self-serve subscription,
• a free trial,
• an automatically billed SaaS plan,
• an Order Form or “bon de commande”, or
• any other contractual arrangement.

This AUP forms an integral part of the contractual framework governing the Services and is incorporated by reference into the Terms and Conditions and, where applicable, the Conditions Générales de Services and any Order Form.

2. Purpose of this Policy

The purpose of this AUP is to:

• Protect the security, integrity, and availability of the Services
• Ensure lawful, ethical, and responsible use
• Protect end customers (including hotel guests), partners, and third-party providers
• Define prohibited uses that may result in suspension or termination

3. General use principles

You agree to use the Services:

• Solely for legitimate professional and business purposes
• In compliance with all applicable laws and regulations
• In accordance with this AUP and all applicable policies and agreements

You are responsible for ensuring that all Users under your account comply with this AUP.

4. Prohibited activities

4.1 Illegal or unlawful use

You must not use the Services to:

• Violate any applicable law or regulation
• Infringe the rights of third parties
• Process personal data without a valid legal basis
• Circumvent legal, regulatory, or contractual obligations applicable to you

4.2 Security and platform abuse

You must not:

• Attempt to gain unauthorized access to the Services, systems, or networks
• Probe, scan, or test vulnerabilities without authorization
• Bypass or disable security or authentication mechanisms
• Introduce malware, viruses, or malicious code
• Interfere with or disrupt the availability or performance of the Services
• Perform denial-of-service (DoS) or similar attacks

4.3 Misuse of data and hospitality-specific restrictions

Given the nature of the Services, you must not:

• Import, collect, or process guest or customer data without proper consent or legal basis
• Use the Services to send unsolicited marketing communications to hotel guests
• Use messaging features (email, SMS, WhatsApp, or similar) in violation of applicable marketing, consumer protection, or anti-spam laws
• Share guest personal data with unauthorized third parties
• Export, scrape, or extract guest data in bulk except as explicitly permitted by the Services

You remain solely responsible for compliance with hospitality, consumer, and data protection regulations applicable to your business.

4.4 Reverse engineering and intellectual property misuse

You must not:

• Reverse engineer, decompile, or disassemble the Services
• Attempt to extract source code or underlying algorithms
• Create derivative works or competing products based on the Services
• Remove or alter proprietary notices or branding

4.5 Excessive, abusive, or automated usage

You must not:

• Use the Services in a way that places an unreasonable or disproportionate load on infrastructure
• Circumvent technical limitations, quotas, or safeguards
• Use automation in a manner that degrades service quality for other users

Familiar reserves the right to implement technical protections such as throttling, rate limiting, or temporary restrictions.

5. API usage

Where the Services include APIs, webhooks, or programmatic access, you must:

• Comply with applicable documentation and usage guidelines
• Respect rate limits and fair-use thresholds
• Not attempt to bypass authentication, authorization, or usage controls
• Not use APIs to scrape, harvest, or export data in bulk beyond permitted use
• Use APIs solely for legitimate integrations related to your authorized use of the Services

API access may be limited, suspended, or revoked in case of misuse.

6. Messaging, marketing, and communications

When using the Services for communications, you must:

• Ensure a valid legal basis (including consent where required)
• Respect opt-out, unsubscribe, and preference mechanisms
• Avoid deceptive, misleading, abusive, or harmful content

You must not use the Services to:

• Send spam or mass unsolicited messages
• Engage in phishing, scams, or impersonation
• Circumvent safeguards imposed by messaging providers or partners

7. AI and automated features

Where the Services include AI-powered or automated features, you must not use them to:

• Generate illegal, deceptive, or harmful content
• Make automated decisions in violation of applicable law
• Produce outputs intended to mislead, defraud, or harm individuals

You remain responsible for reviewing and validating outputs generated using the Services.

8. Monitoring and enforcement

Familiar may monitor usage of the Services to:

• Ensure compliance with this AUP
• Protect security and integrity
• Comply with legal obligations

In case of violation, Familiar may, at its discretion:

• Suspend or restrict access
• Remove or block content
• Terminate accounts or subscriptions

Such measures may be taken without prior notice where necessary.

9. Reporting violations

If you become aware of a violation of this AUP or a security issue, please report it to security@familiarhq.com

10. Changes to this Policy

We may update this AUP from time to time.
The updated version will apply upon publication.

11. Governing law

This Acceptable Use Policy is governed by French law.
Any dispute relating to its interpretation or enforcement shall fall under the exclusive jurisdiction of the competent courts in France, subject to mandatory rules of public policy.