Who this applies to
This policy applies to every Merido user and to every digital employee you deploy. You are responsible for how your digital employee behaves — including when it replies automatically — because it speaks on your behalf, from the content you teach it and over the channels you connect.
Prohibited content and conduct
Do not use the service to: break Vietnamese law or the law where your customers live; commit fraud, misappropriate property, launder money, or promote prohibited, counterfeit or infringing goods; distribute malware or attack other systems; harass, threaten, defame, or incite hatred or violence; create or distribute sexual content, and never any content involving minors; impersonate a person, an organisation, or a government body.
A digital employee must be honest about being AI
A digital employee is built to work on your behalf, but it must never be used to mislead the person it is talking to about what it is. When a customer asks directly whether they are speaking to a person or a machine, the digital employee must answer truthfully. Do not configure one to claim it is a specific human being, to pose as staff of another organisation, or to collect personal information under a false pretext.
Fields that require professional qualification
Do not use a digital employee to give medical, legal, financial or investment advice as though it came from a licensed professional. If your trade is a regulated one, it is on you to ensure your use of a digital employee meets your industry's rules, and a real person must review anything that carries legal consequences or affects a customer's health or money.
The data you teach it
You must hold the rights to everything you put into the system. Do not upload third-party personal data without a lawful basis, do not feed in another organisation's confidential information, and do not teach your digital employee infringing material. When you connect channels such as Zalo, Facebook or email you must follow that platform's own terms and anti-spam rules — no bulk messaging people who have not agreed to hear from you.
No platform abuse
Do not attempt to bypass the AI model's safety controls, extract the system's internals, probe for vulnerabilities without written permission, resell raw model access, or generate abnormal load to dodge plan limits. Every plan has a published allowance; deliberately exceeding it to avoid cost breaches this policy.
When this policy is broken
Depending on severity we may warn you, pause a single digital employee, or suspend or terminate the account. For violations that directly harm someone or break the law we suspend immediately and without notice, and may cooperate with the authorities. An account terminated for breaching this policy is not eligible for a refund.
Reporting abuse
If you find a digital employee on our platform being misused, email team@merido.dev with a description and any evidence. We respond to every report within 3 business days.
See also: Terms of Service · Privacy Policy.