Acceptable Use Policy

This Acceptable Use Policy (“AUP”) applies to everyone who uses imsgs under your account, including your team, your agency clients and anyone acting for you. It is part of our Terms of Service. Capitalized terms not defined here have the meaning given in the Terms.

The rules below exist for two reasons: to protect the people receiving your messages, and to keep the Lines that all customers depend on in good standing with our messaging provider, Apple and mobile carriers. When a single customer abuses a network, every customer can pay for it.

You, not imsgs, decide who to message and what to say, so you are responsible for complying with every law and industry standard that applies to your messages. That includes, without limitation:

• the Telephone Consumer Protection Act (TCPA) and the FCC's implementing rules;
• state telemarketing and “mini-TCPA” laws, and state do-not-call laws;
• the CTIA Messaging Principles and Best Practices, and carrier codes of conduct;
• consumer protection, privacy and unfair or deceptive practices laws;
• any industry-specific rules that apply to you (for example in insurance, real estate or lending).

You must have, and be able to prove, any consent the law requires before you message a person, and you must keep records of how and when it was obtained. On request, you will give us reasonable evidence of consent and list sourcing for a campaign or Line.

Our platform guardrails help, but they do not make a campaign lawful. This AUP is not legal advice; consult your own counsel about your program.

You may not use imsgs to send messages that promote, offer or involve:

SHAFT content

• Sex: adult content, escort services or sexually explicit material;
• Hate: content that harasses, threatens or demeans people based on a protected characteristic, or incites violence;
• Alcohol, Firearms and Tobacco: including vaping products, cannabis and CBD, ammunition and weapon accessories, regardless of local legality.

High-risk financial offers

• payday, short-term high-interest, cash-advance or “guaranteed approval” loans;
• debt collection, debt relief, debt consolidation or credit repair;
• cryptocurrency or investment opportunities, “get rich quick” or work-from-home schemes;
• gambling, sweepstakes or lotteries.

Illegal goods and services

• controlled substances, prescription drugs without a prescription, or counterfeit goods;
• anything illegal where you or the recipient are located.

Deceptive or harmful messages

• phishing, impersonation, or messages that hide or misstate who you are;
• false or misleading claims, fake urgency, or bait-and-switch offers;
• malware, or links through public URL shorteners that disguise the destination;
• harassment, threats, or repeated messages after someone has asked you to stop;
• selling, renting or sharing lead data or replies with third parties (“lead generation” for resale) where recipients did not agree to it.

[Political, charitable and other categories that carriers treat as restricted: TBD with counsel and our messaging provider. Contact us before sending them.]

Messages may only be sent between 8:00 a.m. and 9:00 p.m. in the recipient's local time. The platform enforces this: it infers each lead's time zone from their area code (falling back to the Workspace time zone) and holds any message that would land outside that window until it reopens. This limit cannot be overridden.

Within that window, you set your own sending schedule (the default is Monday to Friday, 9 a.m. to 6 p.m.). Some states impose narrower hours or limit messages on certain days or holidays [for example, Florida's 8 a.m.–8 p.m. limit; counsel to confirm the current list]. You are responsible for configuring a sending window that meets the strictest rule that applies to your recipients. Area-code inference can be wrong when a person has moved, so build in margin.

Every person you message must be able to stop hearing from you, and you must honor that promptly.

• When a lead replies with any of STOP, UNSUBSCRIBE, END, QUIT, CANCEL or STOPALL (in any letter case, alone in the message), the platform automatically stops every sequence for that number and adds it to your Organization-wide suppression list. Suppressed numbers cannot be messaged again from any Line or Workspace in your Organization.
• People also opt out in their own words (“please stop texting me”, “remove me”). The platform flags replies that look like opt-outs, but you are responsible for treating any reasonable request to stop as an opt-out and honoring it as quickly as the law requires [currently no later than 10 business days under FCC rules; counsel to confirm].
• You may send one message confirming the opt-out, with no marketing content. You may not ask the person to reconsider.
• Do not remove numbers from the suppression list, re-upload opted-out numbers, or message them from another service to get around an opt-out.

• Do not upload or message purchased, rented, harvested or scraped lists where obtaining or using them violates the law, the terms of the source, or the consent the person gave.
• You must have the right to use every phone number you upload, and the person must be someone you have a legitimate reason to contact.
• Do-not-call scrubbing is your responsibility. Where the law requires it, scrub your lists against the National Do Not Call Registry, applicable state do-not-call lists and your own internal list before uploading. You can upload your do-not-contact lists to imsgs so they are suppressed automatically, but the platform does not scrub against the National Registry for you.
• We recommend checking numbers against the FCC Reassigned Numbers Database to avoid messaging someone who inherited a number from your intended contact.

imsgs provides U.S. phone numbers and may only be used to message U.S. phone numbers (+1, U.S. area codes). The platform rejects non-U.S. numbers at import. Do not use the service to reach people outside the United States, including through U.S. numbers you know are used abroad.

Our Lines and message delivery are provided by LoopMessage. Its acceptable-use rules apply to you as if they were written here, along with the policies of Apple, mobile carriers and, where WhatsApp is enabled, Meta. In particular:

• Conversational, reply-expected messaging only. LoopMessage does not support outbound-only messaging where no interaction or response from the recipient is expected. Write messages a real person would reasonably reply to. Bulk announcements, newsletters, broadcasts and one-way alerts are not allowed.
• Pacing limits. Providers limit how often a Line can start new conversations and message contacts who have not replied. The platform enforces these limits; do not try to get around them.
• No evasion. Do not spread similar messages across Lines, accounts or Workspaces to evade filtering, per-line limits or a restriction placed on a Line, and do not rotate content to avoid spam detection.
• WhatsApp is off by default. Where enabled, business-initiated WhatsApp messages must use templates approved by Meta.

These provider policies may change. When they do, we will update this AUP and may change platform limits to match, sometimes with little notice.

• Do not share logins, or give access to people outside your Organization except through invited roles.
• Do not probe, scan or test the security of the service without our written permission.
• Do not reverse engineer the service, scrape it, or use the API or MCP server beyond documented limits.
• Do not resell access to imsgs except as an agency running Workspaces for your own clients, in which case you must make your clients follow this AUP and you remain responsible for them.

We monitor signals that indicate abuse, including opt-out and complaint rates, block and failure rates reported by providers, and reports from recipients. We may review message content and metadata where needed to investigate a possible violation or respond to a provider or carrier.

If we believe this AUP has been violated, we may, at our discretion and without liability:

1. warn you and ask you to change a campaign;
2. pause sequences, Workspaces or individual Lines;
3. restrict or replace a Line's number;
4. suspend your account;
5. terminate your account under the Terms.

We will usually start with the least disruptive step and tell you why. We may act immediately, without prior notice, when a messaging provider, carrier or Apple requires it, when recipients are being harmed, or when the violation creates legal risk. Fees are not refunded for suspensions or terminations caused by a violation. Restrictions imposed by providers or carriers are their decisions, and we may not be able to reverse them.

If you received an unwanted message sent through imsgs, reply STOP to that number. To report abuse or a violation of this policy, email hello@imsgs.co with the sending number, the date and, if you can, a screenshot. We review every report.

We may update this AUP to reflect changes in law, industry standards or provider policies. We will post the new version here with a new “Last updated” date and notify account Owners of material changes.