LoyJoy

Acceptable Use Policy for the AI Agent Platform

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Last reviewed on

Change history (1 entry)
  • 07/09/2026Initial publication. Prohibited AI practices and high-risk applications under the EU AI Act expressly excluded.

1. Purpose and Scope

This Acceptable Use Policy (AUP) defines the purposes for which the LoyJoy Platform may be used. It supplements the Terms and Conditions and the contractual agreements between LoyJoy GmbH, Kapuzinerstr. 20, 48149 Münster, Germany, hereinafter the “PROVIDER”, and the customer, hereinafter the “CUSTOMER”.

The version incorporated when the contract is entered into applies. Individual agreements take precedence. Changes to this website do not automatically amend existing contracts.

2. Intended Use

The LoyJoy Platform is intended for AI-powered customer interactions via chat and phone. These include information and communication, customer service, sales, product advice, lead generation, process navigation, and the collection and forwarding of requests.

The platform is not intended for use as a high-risk AI system or to make or materially influence decisions about natural persons in high-risk areas.

3. Prohibited Use

The CUSTOMER must not configure or use LOYJOY, or make it available to third parties:

  1. for AI practices prohibited under Article 5 of Regulation (EU) 2024/1689 laying down harmonised rules on artificial intelligence, hereinafter the “EU AI Act”;
  2. as a high-risk AI system within the meaning of Article 6 in conjunction with Annex I or III of the EU AI Act;
  3. for unlawful, fraudulent, discriminatory, or misleading purposes or in violation of third-party rights;
  4. to circumvent technical or organisational safeguards of the platform;
  5. to distribute malware or perform activities that may compromise the security, availability, or integrity of the platform or connected systems;
  6. in a way that automatically or through dynamic content gives end users the false impression that they have won a prize or award.

The exclusion of high-risk applications includes, in particular, the areas listed in Annex III of the EU AI Act where the conditions of Article 6 are met. These include certain applications in employment and worker management, education, creditworthiness assessment, essential public or private services, law enforcement, migration, administration of justice, and risk assessment and pricing in life and health insurance. This list is not exhaustive.

LoyJoy does not provide approval or individual exceptions for using the platform as a high-risk AI system.

4. Personal Data

LOYJOY must not be used to collect, process, or store special categories of personal data under Article 9(1) GDPR. This includes, in particular, health, genetic or biometric data, political opinions, and religious beliefs. An exception is permitted only under an express written individual agreement that includes the necessary data protection terms. Such an agreement does not permit a high-risk application excluded under Section 3.

The CUSTOMER is responsible for lawfully configuring its dialog flows, input fields, integrations, data sources, and retention periods and for ensuring the necessary information, legal bases, and consents.

5. Customer Obligations

Before deployment and following material changes, the CUSTOMER must assess whether the intended use complies with this AUP and applicable law. The CUSTOMER must ensure that its users, employees, and engaged third parties also comply with these requirements.

The CUSTOMER must inform the PROVIDER without undue delay of any suspected or identified prohibited use and cooperate in investigating and ending it.

6. Review and Measures in Case of Violations

Where there is reasonable suspicion of a violation, the PROVIDER may request the information necessary for its review and temporarily restrict or suspend affected functions or access. The PROVIDER will inform the CUSTOMER of the measure and the reason unless prevented by legal or security considerations.

The restriction or suspension will be lifted once the suspicion has been dispelled or the violation has been permanently remedied. Further contractual and statutory rights remain unaffected.

7. Contact

For questions about permitted use or a planned deployment, please contact contact@loyjoy.com.