Fair Use Policy

Version 1.0 – effective 13 November 2026

This Fair Use Policy applies to every Drömlik customer and forms part of the Drömlik Service Agreement (Section 3). It sets the rules for all use of the Services, including calls, SMS and messaging, and the review thresholds for any plan, bundle or feature described as "unlimited", in every market and whatever bundle you are on.

Terms such as "Services" and "Order" (your accepted quotation or purchase order) have the meaning given in the Service Agreement. If this policy and the Service Agreement conflict, the Service Agreement prevails.

1. What fair use means

Our unlimited features are designed for normal business communication by your own users: everyday calls with your customers, suppliers and colleagues. The vast majority of customers never come close to the thresholds below.

Fixed allowances, such as a set number of outbound minutes or SMS in your plan, are not subject to fair use. Your allowance is the limit, and usage above it is charged at our standard rates, as set out in your Order.

One licence, one person. Each user licence is designed for use by one individual. A licence may not be shared between several people, unless agreed with us in writing. For example, we can agree a licence for a SIP phone in a reception, meeting room or other common area.

You must always use the Services in line with:

• this policy, the Drömlik Service Agreement and any other Drömlik rules and policies that apply to you;
• the laws of every country in which you operate, and in which you make or receive calls or messages; and
• applicable EU law, including data protection (GDPR), electronic communications and ePrivacy rules, consumer protection and the EU AI Act.

Ensuring this compliance is your responsibility, as set out in Section 12 of the Service Agreement.

2. Review thresholds

The thresholds below apply to any unlimited element of your Services. Reaching a threshold starts a review. It does not lead to automatic charges or loss of service. Call capacity works differently and is covered separately below.

• Measured per account. Thresholds are a monthly total for your whole account, not a limit on each user. For example, an EU account with 10 licensed users may receive up to 15,000 inbound minutes a month before any review.
• Licensed users means the number of paid user licences in your Order.
• Monthly means each billing month, the monthly billing period of your account. Unused capacity does not carry over.
• Forwarded calls. When a call is forwarded or diverted to a mobile or other external number, the forwarded leg is an outbound call. It uses your outbound allowance or is charged at our per-minute rates, even if the original call was inbound.
• Our records decide. Usage is measured from Drömlik's call and message records, which are conclusive in the absence of manifest error (Service Agreement Section 3.7).

Simultaneous calls (call capacity). Call capacity is a technical limit on how many calls your account can carry at the same time. It is not a review threshold.

• One call per licence. In every market, your account can handle one simultaneous call, inbound or outbound, per user licence in your Order, unless your Order states otherwise. For example, 10 licences give 10 simultaneous calls.
• Need more? Additional capacity is added by purchasing additional user licences.
• Carrier limits come first. Where a carrier or number provider restricts the number of simultaneous calls on a number or route, that restriction applies first, even if your licences would otherwise allow more.
• Above capacity, further calls may receive a busy signal, be queued or be routed according to your settings.

3. Use that is never permitted

The Services, including any unlimited feature, may never be used for the following, whatever your usage level.

Illegal, fraudulent or harmful use

• any unlawful, fraudulent or deceptive purpose, or to promote or facilitate illegal goods, services or activities;
• scam, phishing or vishing calls or messages, or impersonating any person, business or public authority;
• caller ID (CLI) spoofing, or presenting numbers you are not authorised to use;
• International Revenue Share Fraud (IRSF), wangiri ("one-ring" callback) schemes, or calls generated to earn revenue from premium-rate or high-cost numbers;
• robocalls, spam, or unsolicited marketing calls or messages without a lawful basis, including calls to people registered on national opt-out registers (such as the National Directory Database in Ireland, NIX-Telefon in Sweden and Bloctel in France);
• harassing, threatening, abusive or nuisance calls or messages;
• hoax or non-genuine calls to emergency services;
• recording, transcribing or intercepting calls without the notices or consents required by law;
• obtaining numbers or accounts with false, stolen or misleading information or identity documents;
• any activity that breaches sanctions or export control laws;
• unauthorised access to, or probing or testing of, any system, network or account.

Use outside normal business calling

• call centre or telemarketing operations, unless agreed with us in writing;
• predictive dialling, auto-dialling or other automated mass calling;
• SIM-box activity, traffic pumping or any artificially inflated traffic;
• reselling minutes or calls to third parties;
• keeping calls open continuously, for example as a permanent monitoring line.

What happens

These uses are serious breaches of the Service Agreement (in particular Sections 10, 11 and 12). Where we reasonably suspect any of them, we may immediately, without prior notice or review:

• block calls, numbers or destinations, or suspend the affected users or account;
• terminate the Service Agreement in accordance with its terms;
• report the activity to carriers, regulators and law enforcement, and cooperate with their investigations.

You remain liable for all charges arising from the use, and any fines, penalties or surcharges imposed on us by carriers or authorities will be passed on to you in full, as set out in Section 10.2 of the Service Agreement.

4. Cold calling and short-duration calling

Drömlik is a business phone system, not a platform for high-volume outbound or cold-calling operations. Cold calling, meaning outbound calls to people or businesses you have no existing relationship with, is only permitted with our prior written agreement, on a plan priced for that use, and in full compliance with the law, including national opt-out registers, caller identification and permitted calling hours.

AI and automated outbound calls. AI agents, AI receptionists and other automated voices may not be used to make outbound calls, including AI-led sales or cold calls, without our prior written agreement and any consents required by law. Where they are used, the people called must be told they are speaking to an AI system.

We monitor every account for calling patterns typical of cold calling and automated dialling. Any of the following, measured over a billing month, will trigger a review:

• more than 50% of outbound calls lasting under 60 seconds;
• an average outbound call duration under 60 seconds;
• more than 100 outbound call attempts per licensed user on any working day;
• fewer than 40% of outbound calls answered;
• calls to large numbers of sequential or previously uncalled numbers;
• complaints, spam reports or blocking by carriers or call recipients.

Where we see these patterns, we may immediately restrict or pause outbound calling on the account while we review it. We will then contact you, and may:

• withdraw bundled or unlimited minutes and charge all outbound calls at our standard per-minute rates, with each call rounded up to the next full minute;
• require you to move to a dedicated outbound plan; or
• where the use is prohibited under Section 3, suspend the account, or end the Service Agreement in accordance with its terms.

5. SMS and messaging

SMS and other messaging features must be used for genuine business communication, in line with the laws of every country you send to and applicable EU law, including the rules on electronic marketing and data protection.

You must:

• send marketing messages only where you have consent or another lawful basis, identify yourself as the sender, include an opt-out where the law requires it, and act on opt-outs promptly;
• respect any permitted sending hours and sender registration rules in the destination country.

You must not use messaging for:

• fraud, scams, phishing or smishing, or links to malware or deceptive websites;
• impersonating any person, business, brand or public authority;
• spam, unsolicited bulk messaging or misleading content;
• content that is illegal in the sending or receiving country.

Alphanumeric sender IDs. If you send messages from a name instead of a number, such as "YourBrand", you must have the legal right to use that name. This means your own company or trading name, a trade mark you own, or a name you are authorised in writing to use. You must comply with any sender ID registration requirements in the destination country. We may ask for proof of your right to use a sender ID, and may refuse or block any sender ID that appears misleading or that you cannot show a right to use.

Messaging patterns we review. Any of the following, measured over a billing month, will trigger a review, and we may pause messaging on the account while we review it:

• more than 50 messages sent per licensed user on any day;
• a sudden spike in sending well above your account's normal pattern;
• more than 20% of messages failing to deliver;
• unusually high opt-out, complaint or spam-report rates;
• messages sent to large numbers of sequential, purchased or previously uncontacted numbers.

Breaches of this section are treated like the prohibited uses in Section 3: we may block messages or sender IDs, suspend messaging or the account, and report the activity, and any fines or charges imposed on us will be passed on to you.

6. Numbers and destinations outside all bundles

• Toll-free and freephone numbers (such as 1800 in Ireland, 020 in Sweden and 0800 in France) are not included in any bundle, including unlimited inbound. They are charged at their own rates.
• Premium-rate and other excluded destinations are charged at our standard per-minute rates, as set out in your Order or published on our website.

7. If your usage exceeds a threshold

1. We contact you first. If your account's usage is consistently above a threshold, we will get in touch to understand your needs before making any change.
2. We agree a suitable option. Usually this is a plan that better fits your usage.
3. If high usage continues, we may, with at least thirty (30) days' written notice, move you to a more suitable plan or charge usage above the threshold at our standard per-minute rates.

8. Changes to this policy

We may update this policy to reflect changes in our costs, services or the law. We will give you at least thirty (30) days' notice by email before any change takes effect. Earlier versions are available on request.

9. Contact

Questions about this policy: info@dromlik.com