This Acceptable Use Policy tells you what you can and cannot do when you use our Services in any possible way.
If you have any questions about restrictions set out below, if you need to file a complaint or wish to inform us of a breach of this Policy, please contact MessageBird at firstname.lastname@example.org with all the relevant details.
Before we get into the dos and don’ts, there are some ground rules that you should be aware of:
We cannot write all the things you should refrain from doing. The list below is provided by way of example and is not exhaustive. It is your exclusive responsibility to comply with all applicable laws and regulations when sending SMS or making calls through our APIs. We strongly encourage you to review your proposed use case(s) with a qualified legal counsel to make sure your intended practice(s) comply with the applicable laws and regulations. You can find examples on our webpage.
With no limitation to the following, your use of our Services, including the content of the communications you send through us:
We provide you the tools… and some guidance too! We've put together a list of common mistakes to help you assess the legitimacy of your MessageBird application. If you do any of the following, DON’T!
Depending on which country you are sending messages to and from, restrictions apply. Use our support resources as guidelines and seek legitimate consultation elsewhere to make sure your SMS strategies comply with all the applicable laws. Our useful support pages will help you navigate through them. Here, you can find (almost) everything you need to know about each country we operate in. You can learn about number restrictions too. Again, this is not a legal advice; just a reminder that laws exist and (most likely) apply to you.
We operate an IP-based phone service and not a traditional phone service. What we offer is not a replacement or a substitute for your landline. Users are not allowed to use MessageBird numbers and services for emergency services. Our services can be used to provide information during an emergency but not as means to contacting the emergency services themselves. Nevertheless, it is okay to send non-life threatening alerts and notifications, such as event cancellations and early warning alerts. In case of important notifications, MessageBird recommends to build redundancy by deploying different alert mechanisms like alarms and sirens, when possible.
Be (and only be) yourself. You should not fraudulently identify yourself when you send SMS messages to end-users. Spoofing the Sender ID or otherwise attempting to send misleading messages to end-users in respect to your true nature is never allowed. It is a good practice to always identify your brand or name in each message and to always retain evidence of prior (internal) authorization when/if you are sending messages on behalf of third parties.
You should only send SMS to recipients who have explicitly opted in to your campaigns and are expecting communication from you. Opt-in must be explicit. This means that you should not assume consent on the basis of published and available contact details. If phone numbers are available on a website, that does not give you permission to add them into your marketing lists without prior approval. Also, refrain from buying third parties lists and from contacting end users on do-not-call or do- not-disturb registries. There are no “totally cool and reliable lists of 1 million opt-in emails”. One more advice. Keep a documentation of lawful opt-in consent. You might need it.
Violations of these provisions might result in deactivation and third party liability. MessageBird actively makes sure that this practice is respected. You agree to our right to request opt-in proof, together with other relevant information such as the general purpose of your SMS campaign(s) and an SMS sample.
If you fail to provide evidence of confirmation of your recipients to have opted in for receiving these messages within 24 hours from the delivery of our request, messagebird reserves the right to deactivate your account.
Do not spam. Do not spam. Do not spam.
If they don’t reply, they’re not interested. That said, you should not send multiple, identical, and/or similar messages to the same destination/recipient. Be aware that some countries allow companies to use certain types of messages only during certain hours of the day.
SMS marketing strategies have a wide range of benefits. However, they have their own rules. Mass marketing restrictions apply and vary from country to country. You can read more about Bulk SMS too. In the Netherlands, there are different requirements depending on whether you operate peer to peer (P2P) or application to person (A2P) services. Operators in the US reserve the right to filter and block bulk messages when using 10-digit numbers when sending those messages.
We do not support nor accept fraudulent activities. For example, collecting confidential information by requesting responses via SMS without prior contact and/ or consent is not allowed. If you are an end-user victim of a similar practice, you can report a violation here. We will make sure to investigate and take the appropriate steps to stop such behaviour without undue delay. We also recommend you to bring your case before the relevant consumer protection authority in your jurisdiction.
Do not send pictures or texts that contain or promote or in any way potentially further illegal activities or violate any applicable laws and/or accepted best practices which are likely to cause offense to recipients. Sending threats and any unwanted SMS messages is not allowed either. Engaging in activities or transmitting through the Services any information that is libelous or defamatory or otherwise malicious or harmful to any person or entity, or discriminatory based on race, sex, religion, nationality, disability, sexual orientation or age is prohibited.
If you operate in the US, think twice before sending HIPAA-protected personal information via our Services. We are not your “business associate”. The SMS industry in general is not HIPAA-compliant. Talk to your lawyers about your use case before signing up.
MessageBird respects consumer protection. Before you record your calls, you should notify and obtain authorization from your end-users. This applies to most of the jurisdictions we operate in. Wouldn’t you want to know if you were being recorded?
You agree that the following minimum usage and call duration requirements, which will be measured at the master account level on a calendar month basis, apply to your use of the Services, and you understand that we will provide you with notice of any violation of these requirements and allow you thirty (30) days to comply before taking any further action with your account in accordance with the Terms of Service or your agreement with MessageBird: