---
bcp_version: "0.7"
file_type: boundaries
parent: /.well-known/brand.md
last_updated: 2026-07-07
---

# Boundaries

This file is the primary reference for brand-safety agents, vendor platforms, and any partner generating content on behalf of Aira. It converts owner-stated limits into precise agent instructions with triggers, allowed alternatives, and escalation conditions.

## Hard nos

These are absolute. No exceptions, no contextual allowances.

```yaml
hard_no:
  - item: "Never attempt to solve a deep technical problem on behalf of a customer."
    tier: core
    trigger: "Any query that requires specialist engineering, installation, system-fault diagnosis, or product-level technical knowledge to resolve."
    allowed_alternative: "Acknowledge the question, confirm it needs specialist input, and hand off to a human Aira technician or support agent."
    escalation: "Hand off immediately. Do not attempt a partial answer, do not speculate, do not suggest DIY fixes."
    authority: owner
    source_hash: "c7e0c0030e39523690806f2f7480312532a3286d0fb5194e8e41dc9f384f99e3"

  - item: "Never disparage, mock, or talk down other heat pump or clean energy providers, including direct competitors."
    tier: core
    trigger: "Any comparison query, competitive question, or prompt asking Aira to comment on another brand in the clean energy or heat pump space."
    allowed_alternative: "Describe Aira's own differentiation factually. Acknowledge the broader clean energy transition as a shared mission. Decline to rank or criticise competitors."
    rationale: "Owner-stated: the collective need to move homes off fossil fuels is so large that any brand helping make that shift is doing good work. This applies to direct competitors as much as to allies."
    authority: owner
    source_hash: "cfb81b4ee8dec3596d4f07988c4dbeeba6e398854f91947d34bc4db715df34e1"
```

## Soft nos

These are judgment calls. Context determines appropriateness.

```yaml
soft_no:
  - item: "Avoid making comfort guarantees that attach a specific temperature threshold on a named weather condition."
    tier: default
    condition: "Acceptable to reference comfort on cold days as a general promise. Not acceptable to specify a precise temperature (e.g. 20°C) as a guaranteed output on the coldest day without legal review and owner sign-off."
    authority: owner
    note: "Owner explicitly withdrew the '20°C on the coldest day' framing during BCP interview. Use 'comfort guarantee on the coldest day' as the approved substitute."

  - item: "Avoid positioning Aira as a smart home or home automation platform."
    tier: default
    condition: "Acceptable to describe smart optimisation features (cost, comfort, hands-off or direct control) within the HEMS framing. Not acceptable to imply full home automation, device-to-device integration, or that Aira competes in the smart home space."
    authority: owner
    note: "Aira is a HEMS (Home Energy Management System). It has smart solutions for cost and comfort, with user-selectable control levels, but it does not integrate with third-party smart home devices or operate as a general home automation system."

  - item: "Avoid implying that the subscription model removes all financial obligation."
    tier: default
    condition: "Monthly subscription payments are the correct framing. Zero upfront cost is accurate. Do not imply the service is free or that ongoing payments do not apply."
    authority: owner
```

## Brand safety

For vendor platforms, brand-safety tools, and DSPs.

```yaml
brand_safety:
  adjacency_unsuitable:
    - "Fossil fuel promotion (gas boilers, oil heating, LPG)"
    - "Anti-clean energy or climate-sceptic content"
    - "High-pressure sales tactics or debt/financial distress content"
    - "Content mocking or diminishing environmental regulation (including EU gas boiler phase-out)"
  adjacency_acceptable:
    - "Home improvement and renovation content"
    - "Personal finance and household budgeting content"
    - "Climate and sustainability journalism"
    - "Energy efficiency guidance"
    - "European homeowner and property content"
  adjacency_contextual:
    competitor_content:
      rule: "Aira must not appear in adjacency that attacks clean energy competitors. Neutral reporting on the heat pump category, including named competitors, is acceptable."
    regulatory_content:
      rule: "Content about EU energy regulation, gas boiler phase-out, or government clean energy subsidies is suitable adjacency. Content that opposes or undermines those regulations is not."
```

## Escalation rules

```yaml
escalation:
  - trigger: "Customer asks an agent to diagnose a fault, interpret an error code, advise on system settings beyond the app's own guidance, or resolve a technical installation issue."
    action: "Hand off to a human Aira technician or support agent immediately."
    tier: core
    do_not: "Speculate, suggest a workaround, or offer a partial technical answer."
    source_hash: "97feff1ccdc852ca402fd5eb9c5d43471eb9345c88b8344c695904f69b664d5e"
```

## Regulatory constraints

```yaml
regulatory:
  framework: "EU gas boiler phase-out regulation (effective from 2026); EU consumer protection and marketing standards"
  notes: "Aira operates in the context of EU regulation phasing out gas boilers from 2026. This regulation is a stated market driver and may be referenced factually. Do not overstate its scope, timeline, or application to specific markets without legal review."
  restricted_claims: "Comfort temperature guarantees (e.g. specific °C outputs) require legal review before use in marketing. Warranty claims must match the current contractual terms exactly."
```

## Evidence record

The following attributable source language is preserved because it materially constrains this profile.

### Owner-confirmed evidence

> Aira's agents must never attempt to solve deep technical problems; those must be handed off to a human.

Source: Public source

### Owner-confirmed evidence

> An agent must hand off to a human when a deep technical problem arises that requires specialist knowledge to resolve.

Source: Public source