Acceptable use.

1Scope

This Acceptable Use Policy (the “AUP”) governs everything sent, dialed, stored or uploaded through Fivra. It is incorporated into the Terms of Service, and it applies to you, to everyone on your account, and to anyone you let use your access.

Fivra places real calls and sends real messages to real people. Carriers, regulators and recipients hold you responsible for that contact, and we hold you responsible too. If your use violates this AUP, we may act on your account without notice.

2Consent and opt-in

You must have a lawful basis to contact every person on every list you upload. For marketing or promotional messages in the United States, that means prior express written consent under the TCPA, captured before the first message.

• Consent must be given by the person who holds the number, not inferred from a third party, a data broker, or a purchased list.
• Your opt-in disclosure must name the sender, say that messages may be automated, describe the message types and frequency, and state that consent is not a condition of purchase.
• You must keep records of consent — source, timestamp and wording — for as long as you contact the number, plus any period your regulator requires.
• Consent does not transfer between brands, entities, or acquisitions unless the disclosure said so.

If you cannot produce proof of consent for a number on request, do not contact it.

3Categories we will not onboard

We do not provision accounts for, and you may not use Fivra to promote:

• High-risk financial offers — payday, title and advance-fee lending; debt elimination or credit repair promising guaranteed results; deceptive “pre-approved” funding.
• Cryptocurrency, token sales, forex and other speculative investment solicitations.
• Illegal or federally scheduled substances, including cannabis where not lawful for the recipient, and vape or tobacco sales.
• Firearms, ammunition, explosives, and regulated weapon parts.
• Gambling, sports betting, lotteries and sweepstakes, except where fully licensed and expressly approved in writing by us.
• Adult content, escort or sexual services.
• Multi-level marketing, pyramid and chain schemes, “work from home” and get-rich-quick offers.
• Prescription medication sales without verified licensing, and unsubstantiated health or miracle-cure claims.
• Phishing, malware distribution, credential harvesting, and any impersonation of a bank, carrier, government body or delivery service.

Some of these are prohibited outright by carriers and cannot be enabled at any price. Others may be considered with documentation and a written exception — ask before you build a campaign on one.

4Practices that will end your account

• Contacting without consent — purchased, scraped, harvested or “aged” lists, or numbers obtained from a third party without a transferable opt-in.
• Ignoring an opt-out. Once a person opts out, that number is suppressed. Do not re-add it, re-upload it, move it to another account, or route around suppression.
• Snowshoeing — spreading identical traffic across many numbers, accounts or brands to dilute carrier filtering.
• Number churn — cycling through DIDs to escape spam labels or reputation scoring.
• Misrepresenting identity — spoofed or borrowed caller ID, false sender names, or omitting who you are.
• Contacting outside permitted hours, or ignoring state-specific calling and messaging restrictions.
• Contacting numbers on a do-not-call registry without a documented, applicable exemption.
• Evading the platform’s controls — disabling compliance checks, falsifying consent records, or using the API to bypass a gate the interface enforces.
• Reselling or sharing access outside your organisation without a written agreement with us.
• Automated abuse — load testing against production, scraping, or any attempt to degrade the service for others.

5What every campaign must do

• Identify the sender in the first message of any conversation, using a name the recipient will recognise from the opt-in.
• Honour opt-out keywords. STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT, REVOKE, OPT OUT, REMOVE ME and TAKE ME OFF are all honoured by the platform. Do not instruct recipients that only one word works.
• Include opt-out instructions at least in the first message of a campaign, and whenever a recipient is likely to have forgotten how.
• Respect quiet hours — no marketing contact before 8:00 a.m. or after 9:00 p.m. in the recipient’s local time, and tighter where a state requires it.
• Keep content consistent with the opt-in. If someone signed up for appointment reminders, do not send them promotions.
• Maintain list hygiene — remove invalid, reassigned and unreachable numbers promptly.
• Register your traffic — complete A2P 10DLC brand and campaign registration, and keep the registered use case accurate.

6Message content standards

Regardless of category, message content must not be deceptive, threatening, harassing, or designed to create false urgency. Specifically, do not:

• Claim a relationship, debt, application or account that does not exist.
• Imply legal action, arrest, or government affiliation you do not have.
• Use link shorteners that obscure the destination, or public shorteners shared with other senders.
• Send content that is discriminatory, hateful, or targets a protected characteristic.
• Contact anyone you know or reasonably should know to be a minor.

7Voice and dialing

• Transmit accurate caller ID. Local Presence selects a number you have lawfully provisioned; it is not permission to display a number you do not control.
• Where a recording or monitoring feature is used, you are responsible for obtaining the consent your jurisdiction requires — several U.S. states require all parties to consent.
• Where an automated or AI voice agent is used, you are responsible for any disclosure your jurisdiction requires about speaking to an automated system.
• Abandoned-call and answering-machine-detection limits apply; do not configure campaigns that routinely abandon connected calls.

8Data you upload

You must have the right to upload, store and process every record you put into Fivra, and you must not upload categories of data the platform is not built to hold — payment card numbers, government identifiers, health records, or credentials. Fivra is not certified for PCI DSS and does not offer HIPAA business associate agreements.

Suppression and opt-out records are compliance records. You may not delete them to re-contact a number, and we retain them even where other data is deleted.

9Security and access

• Keep credentials confidential; do not share logins between people, and remove access promptly when someone leaves.
• Do not probe, scan or penetration-test the platform without our prior written consent.
• Report a suspected vulnerability or account compromise to security@fivrasms.com rather than exploiting or publicising it.

10How we enforce this

Enforcement is proportionate, and it is not always gradual — carrier and regulatory exposure moves faster than a support ticket.

• Automated action. The platform suppresses numbers, pauses campaigns and retires flagged sending numbers on its own, without waiting for a human decision.
• Warning and remediation. For most first issues we will contact you and ask for a fix within a stated window.
• Throttling or feature suspension where traffic is damaging carrier reputation.
• Immediate suspension without notice where there is a legal risk, a carrier demand, suspected fraud, or ongoing harm to recipients.
• Termination under the Terms of Service, with suppression and audit records retained.

We may disclose information to carriers, regulators or law enforcement where required, and we may recover from you any fine, penalty or pass-through charge caused by your traffic.

11Reporting abuse

If you received a message or call from a Fivra-powered sender and want it to stop, reply STOP — it takes effect immediately and applies to that sender.

To report abuse, impersonation, or a sender you believe is operating without consent, contact abuse@fivrasms.com with the sending number, the receiving number, and the date and time. We investigate every report and do not require you to be a customer.

12Changes to this policy

Carrier rules and regulations change, and this policy changes with them. Material changes take effect when posted, or on the stated effective date. Continued use after that means you accept the updated AUP.

Questions about whether a use case is permitted: support@fivrasms.com. Ask before you launch, not after a campaign is blocked.