Acceptable Use Policy

This Acceptable Use Policy ("AUP") is part of and incorporated by reference into the SnapAgency LLC Master Services Agreement. Capitalized terms have the meanings given there.

The SnapAgency Services involve real telephone numbers, real Apple IDs, real WhatsApp accounts, and real SIM cards — all licensed from iSnap LLC and operated by SnapAgency on Client's behalf. A single AUP violation can result in the carrier, Apple, or Meta permanently banning a Line. Replacement takes time, costs money, and is not guaranteed. This AUP exists to protect (i) the people receiving messages, (ii) Client's brand, and (iii) the Lines themselves.

We will enforce this AUP without negotiation.

1. Scope

This AUP applies to Client, every authorized user of Client's account, every Recipient list Client provides, and every message Client directs SnapAgency to send or that SnapAgency drafts at Client's request and Client approves.

Client is responsible for ensuring its own personnel and any third party Client engages comply with this AUP.

2. Required behavior

Client must:

1. Obtain valid prior consent from every Recipient before any non-transactional message (see Section 4). For TCPA marketing messages to U.S. mobile numbers, this means express written consent.
2. Maintain an Established Business Relationship (defined in Section 4) before any non-consent-based contact.
3. Honor opt-out requests (STOP, UNSUBSCRIBE, "remove," "no more texts," equivalent in other languages or formats) for the affected Recipient within ten (10) business days, across every Line and channel SnapAgency operates for Client.
4. Identify Client accurately as the sender. No spoofed names. No impersonation.
5. Include opt-out instructions in promotional messages where required by law or Platform Requirements.
6. Promptly approve or reject message content, sender IDs, and recipient lists when SnapAgency presents them for approval.
7. Promptly disclose any prior carrier complaint history, prior 10DLC suspension, or prior platform ban relating to Client or its affiliates, so SnapAgency can advise on viability.
8. Maintain records of consent, opt-out, campaign content, and recipient lists for at least four (4) years and produce them on request.
9. Notify SnapAgency promptly at [email protected] of any suspected misuse, security incident, recipient complaint, or third-party legal demand.

3. Prohibited content and conduct

Client must not direct SnapAgency to send, must not approve, and must not use the Services to send:

3.1 Spam and unwanted messaging

• Unsolicited commercial messages to Recipients with no consent and no Established Business Relationship.
• Messages to purchased, rented, scraped, or third-party-acquired contact lists.
• Substantially similar messages to recipients not engaged in active, consensual conversation.
• Messages to a Recipient after that Recipient has opted out.

3.2 Cold outreach to strangers

The Services exist to deepen relationships with people who expect to hear from Client. Cold outreach to non-consenting strangers is not a supported use case.

3.3 Illegal and high-risk content

• Anything illegal in the federal, state, or foreign jurisdiction of any Recipient.
• Controlled substances, illegal drugs, regulated firearms without license, counterfeit goods, stolen property.
• Human trafficking, child sexual abuse material, terrorism, or violent extremism (immediate termination, account preservation, referral to law enforcement).
• Adult or sexually explicit content where prohibited by the receiving platform.
• Predatory financial services, debt-elimination scams, get-rich-quick schemes.
• Cannabis, CBD, kratom, hemp, vaping, and related regulated substances — even where legal, these are frequently blocked by carriers and Apple; SnapAgency may decline or charge a risk premium and accepts no liability for blocked traffic in these categories.
• Gambling in jurisdictions where prohibited.
• Political fundraising or campaigning not compliant with FCC, FEC, and state telephone-solicitation rules.
• Content infringing third-party intellectual-property rights.

3.4 Fraud, deception, impersonation

• Phishing, smishing, credential harvesting.
• Impersonation of a person, business, government, or organization without authorization.
• False or misleading sender ID.
• Advance-fee, romance, package-delivery, and other social-engineering scams.
• Use of AI to generate content that materially misrepresents the sender's identity or relationship to the Recipient.

3.5 Harassment, threats, harm

• Harassment, threats, intimidation, stalking, hate speech, doxxing, incitement to violence.

3.6 Security and infrastructure abuse

• Attempts to access, modify, or interfere with SnapAgency's, iSnap's, or WhatSnap LLC's infrastructure.
• Probing or scanning Lines, accounts, or platforms.
• Circumventing rate limits, throttling, content filters, sender-ID enforcement, or compliance controls.

3.7 Platform-specific violations

Anything that violates:

• the CTIA Messaging Principles and Best Practices, 10DLC registration and throughput rules, sender-ID and short-code policies of any U.S. mobile carrier or aggregator;
• Apple Inc.'s terms governing iMessage, iCloud, macOS, and iOS (including the rule that consumer iMessage is not for mass or automated messaging);
• Meta Platforms, Inc.'s WhatsApp Business Solution Terms, consumer WhatsApp Terms of Service, or WhatsApp Commerce Policy;
• GoHighLevel terms;
• Twilio's Acceptable Use Policy (where Twilio is configured as a backend).

3.8 PHI without BAA

Transmitting Protected Health Information through the Services without a separately executed Business Associate Agreement is prohibited.

3.9 KYC violation

Providing false or misleading information to SnapAgency in onboarding, business verification, 10DLC registration, or any carrier or platform registration process.

4. Consent, opt-out, and the Established Business Relationship

4.1 Required consent

For any message that is marketing, promotional, or that would not be expected by the Recipient:

• U.S. mobile numbers (SMS / iMessage to U.S. carriers): TCPA-compliant express written consent, including the specific commercial nature of the message and identifying Client by name; the consent must be auditable.
• WhatsApp: opt-in compliant with Meta's WhatsApp Business policies and applicable law.
• EU/UK/other privacy regimes: consent meeting the local standard (e.g., GDPR Art. 7).

4.2 Established Business Relationship

For non-marketing, transactional, or relationship-maintenance messaging, an "Established Business Relationship" suffices in many U.S. jurisdictions. EBR means:

• a purchase or paid transaction within the prior eighteen (18) months;
• a written inquiry or application about Client's products or services within the prior three (3) months; or
• the Recipient's affirmative, documented opt-in to receive messages on the channel in question.

EBR does not override stricter local rules or platform terms. Client is responsible for determining whether EBR is sufficient for each message.

4.3 Opt-out propagation

When a Recipient opts out, SnapAgency will propagate the opt-out across all Lines and channels operated for Client. Client must not direct SnapAgency to re-engage an opted-out Recipient through any other Line, channel, sender ID, or campaign.

5. Line warm-up and volume

New Lines, regardless of channel, must be warmed gradually. SnapAgency manages warm-up under the following defaults; the Order Form may set different limits for Client based on risk assessment.

After the warm-up window, throughput increases gradually as deliverability data accrues. SnapAgency makes the final operational decision on throughput and may throttle or pause at any time based on carrier or platform signals.

Client must not attempt to circumvent these limits by requesting additional Lines for the sole purpose of multiplying volume, or by re-using an Apple ID across multiple devices.

6. Cooperation with investigations

If a carrier, regulator, platform, or third party brings a complaint, demand, or inquiry related to Client's traffic, Client must:

1. cooperate with SnapAgency's investigation;
2. provide consent records, opt-out logs, message bodies, recipient lists, and any other requested documentation within five (5) business days;
3. cease the affected campaign at SnapAgency's direction pending resolution.

Failure to cooperate is a material breach.

7. Enforcement

SnapAgency may, at its sole discretion:

1. refuse to send any message that we determine violates this AUP, applicable law, or Platform Requirements;
2. throttle, pause, suspend, or rotate Lines;
3. terminate the Master Services Agreement and revoke all Lines under Section 2 of the MSA;
4. report to carriers, platforms, regulators, or law enforcement;
5. preserve evidence;
6. invoke Client's indemnification obligations.

Suspension or termination for AUP violation does not entitle Client to any refund, and does not relieve Client of remaining minimum-commitment obligations under MSA Section 4.7.

8. Changes to this AUP

Non-material changes are effective on posting. Material changes (changes that expand prohibited categories in a way that meaningfully affects existing Clients) require thirty (30) days' notice to Client's account administrator.