Acceptable Use Policy

Who this policy binds

This policy is part of the Terms of Service and applies to every organization and person using Renaro: operators and their staff, drivers using the Renaro Driver app, developers using the API, and anyone interacting with Renaro-hosted booking, tracking, or payment pages. Operators are responsible for the conduct of their staff, drivers, and connected systems.

Lawful operations only

Renaro is dispatch software for licensed transportation businesses. Operators must hold the licences, permits, and insurance their jurisdiction requires for the services they dispatch, and must use the platform only for lawful carriage and lawful business.

• No dispatching services the operator is not licensed or insured to provide.
• No use of the platform to facilitate any unlawful activity, including trafficking of people or goods.
• No discriminatory refusal of service where equality or accessibility law prohibits it; compliance with those laws in the operator's jurisdiction is the operator's responsibility.
• No falsifying records the platform maintains - trips, fares, driver compliance documents, or audit evidence.

Messaging and telephony rules

The platform sends SMS, WhatsApp, voice, email, and push messages on operators' behalf. Carriers and law treat abuse of those channels severely, and so does Renaro.

• Message only people the operator may lawfully message: transactional messages tied to a genuine booking relationship, and marketing only with the consent the operator's jurisdiction requires.
• Honor opt-outs immediately; the platform enforces STOP suppression and quiet hours where configured, and operators must not attempt to bypass them or re-add opted-out recipients.
• No spam, bulk unsolicited messaging, deceptive sender identity, or content prohibited by carrier and messaging-platform policies (including SHAFT categories: sex, hate, alcohol, firearms, tobacco).
• No using masked numbers, the phone booking line, or call features to harass, threaten, record unlawfully, or contact people outside the trip relationship.
• Operators must complete truthfully any sender-registration the platform facilitates (for example A2P campaign registration) and keep registered use consistent with actual traffic.

Security boundaries

• No probing, scanning, or testing the security of the platform without Renaro's prior written consent; report suspected vulnerabilities to support@renaroapp.com and do not exploit them.
• No attempting to access another organization's data, another user's account, or any data your role does not permit - the platform's tenant isolation is a boundary, not a challenge.
• No credential sharing, no use of accounts not assigned to you, and no circumventing authentication, session, IP-allowlist, or permission controls.
• No uploading malware or hostile content; uploads are scanned, and planting hostile files is grounds for immediate termination.
• No interfering with the service - denial of service, load beyond documented limits, or manipulation of realtime channels.

Data stewardship

• Enter and import only data you have the right to use; importing a customer base from a prior system requires the lawful right to move it.
• Use passenger and driver data available through the platform only to run the transportation operation it belongs to - never for resale, list-building, advertising, or any purpose outside that relationship.
• No scraping, bulk harvesting, or systematic extraction of data beyond the export tools provided.
• No attempting to re-identify anonymized data.
• Keep card and bank collection inside the payment fields the platform provides; never write full card or bank numbers into notes, messages, bookings, or uploads.

Payments integrity

• Process payments only for the operator's own disclosed transportation business - no processing for third parties, no disguised business lines, no categories prohibited by Stripe's restricted-business terms.
• No card testing, no charges without authorization, no structuring to evade limits or reporting, no money laundering.
• Set fares, fees, gratuities, and surcharges honestly and disclose them to the paying customer; do not manipulate quotes or receipts to misrepresent a charge.

API and automation fair use

• Keep API keys secret, scope them minimally, and rotate them if exposure is suspected.
• Respect rate limits and versioning; do not evade limits with key rotation or distributed clients.
• Do not resell, sublicense, or provide the API as a service to third parties without a written agreement with Renaro.
• Webhook endpoints you register must be servers you control; verify signatures and do not point the platform at third-party systems you are not authorized to send data to.

Not an emergency service

The platform - including its messaging, phone, and SOS alerting features - is not a substitute for emergency services and does not contact police, fire, or ambulance. SOS alerts notify the operator's own dispatch team. In an emergency, call your local emergency number.

Enforcement

Renaro may investigate suspected violations and may throttle, suspend, or terminate access - by user, feature, or organization - where this policy is violated, where messaging abuse threatens carrier standing, or where continued access creates risk for other operators or the public. Renaro gives notice where practicable, acts without it where safety, security, or legal exposure requires, and reports to authorities where the law requires. Fees remain payable during suspensions caused by a violation.

To report abuse by any platform participant: support@renaroapp.com.