Acceptable Use & Messaging Policy

Message people who asked to hear from you, about the thing they asked about, and stop the moment they say stop. Almost everything below is a consequence of that sentence.

We build the enforcement — consent checks, opt-out suppression, quiet-hours holds, audit. We cannot verify how a contact entered your list. That part is yours, and it is where the legal exposure sits.

You may only message a contact where you hold consent that is:

• Given by that person — not bought, scraped, rented, appended, or inherited from an acquired list;
• Specific to the channel — consent to email is not consent to SMS, and consent to SMS is not consent to a call;
• Appropriate to the content — consent for transactional updates is not consent for promotional offers. In the United States, marketing SMS and automated marketing calls generally require prior express written consent;
• Evidenced — you can show when, where and how it was given.

Tensvia records consent state per contact per channel and checks it before every send. A missing record is treated as no consent. It will not send, and there is no setting that changes this.

STOP, STOPALL, UNSUBSCRIBE, CANCEL, END and QUIT — and their plain equivalents in the language of the conversation — revoke consent immediately on that channel. Revocation is permanent unless the contact re-opts in themselves.

Opt-outs are enforced before any outbound send. They are never overridden by a campaign, an import, a re-upload of an old list, or a workflow running in Autonomy. Attempting to circumvent an opt-out — including by moving a contact to another number, address or channel to reach them again — is a material breach and grounds for immediate suspension.

Where the Service places or answers calls, you are the caller. You are responsible for:

• Recording consent. Several U.S. states require all parties to consent to recording. If you enable recording or transcription, you must disclose it at the start of the call and obtain consent where required. Configure this per the jurisdictions you actually call into, not the one you are sitting in.
• Disclosure of an artificial voice. A growing number of jurisdictions require callers to disclose that the voice is AI-generated. Where required, disclose it.
• Do-not-call obligations, including the national and any applicable state registries, and your own internal list.
• Calling hours in the recipient's local time.

SMS in the United States runs over carrier networks with their own rules, enforced independently of the law. You must register your brand and campaigns (A2P 10DLC) accurately, use the numbers registered to the use case you declared, and keep message content consistent with it.

Number rotation to evade filtering, URL shorteners that mask the destination, and content in the categories carriers restrict — lending, debt relief, gambling, cannabis, firearms, adult content, and similar — are prohibited on our numbers regardless of local legality.

WhatsApp, Instagram and other platform channels are additionally subject to those platforms' own policies, including messaging windows and template approval. Their rules apply on top of this one.

You may not use the Service to:

• impersonate another business, person or public body, or misstate who is messaging;
• send phishing, malware, fraudulent offers, fake receipts or invented reviews;
• harass, threaten, or contact someone repeatedly after they have asked you to stop;
• target people under 18, or knowingly process a minor's personal data through the Service;
• handle regulated categories the Service is not built for — protected health information under HIPAA, payment card data, or government identifiers — unless we have agreed to it in writing;
• state or imply that a reply came from a human when it did not, where that matters to the recipient's decision;
• attempt to extract model credentials, bypass Policy, or use the Service to build a competing product.

Outbound messaging is held outside the quiet hours configured for your account, evaluated in the recipient's local time where it is known. You are responsible for setting a window that is lawful in the places you message, and for a contact frequency a reasonable recipient would not consider harassment.

We monitor for the patterns that precede carrier sanction and consumer complaint — opt-out rates, complaint rates, delivery failures, sending to numbers with no consent record. Where we see them we may throttle, suspend a channel, suspend the account, or require remediation before resuming. Where the risk is immediate we act first and explain after.

Report suspected abuse of the Service to legal@tensvia.com.

This policy describes our rules, not your obligations in full. Consent and messaging law varies by jurisdiction and changes often. Whether a given message is lawful in a given place is a question for your own counsel, and nothing here substitutes for asking them.