Last updated: 8 June 2026
This Acceptable Use Policy (the “AUP“) is incorporated by reference into, and forms part of, the Retainful Terms of Service (the “Terms“) between you (“Customer” or “you“) and SV Tech Cloud Pte. Ltd. (“Retainful“, “we“, or “us“). Capitalized terms used but not defined here have the meanings given in the Terms.
This AUP describes the activities, content, and uses that are prohibited on the Retainful platform and across all Messaging Channels (email, SMS/MMS, WhatsApp, and any other channel we make available). By using the Services, you agree to comply with this AUP and to ensure that everyone who uses your account — including your users, sub-accounts, clients, and end customers — complies with it as well.
Why this matters. Every business on Retainful shares sending infrastructure and sender reputation. A single sender who spams, misleads, or breaks the rules can damage deliverability and trust for thousands of legitimate businesses, and can put Retainful’s relationships with inbox providers, mobile carriers, Meta/WhatsApp, and payment processors at risk. We enforce this AUP to protect all of our customers.
We may update this AUP at any time by posting a revised version. Material changes take effect thirty (30) days after we post or notify you; your continued use of the Services after the effective date constitutes acceptance.
You may not use the Services to send, transmit, relay, or facilitate spam or any unsolicited message through any channel.
For this AUP, “spam” means any commercial, promotional, or marketing message — whether sent individually or in bulk — that is sent without the recipient’s valid consent or in violation of any Applicable Law (including anti-spam, privacy, and electronic-communications laws). This includes chain messages, pyramid or referral schemes, and other mass solicitations.
You may not send to recipients whose contact details were purchased, rented, borrowed, exchanged, scraped, harvested, or otherwise obtained without that recipient’s direct consent to receive messages from you, and you may not send to incomplete or inaccurate contact records or to anyone who has opted out.
To message any recipient through the Services, you must hold that recipient’s valid, channel-appropriate consent. At a minimum, consent must be:
You must promptly honor every opt-out, unsubscribe, “STOP,” “do not call,” and “do not send” request, maintain suppression lists accordingly, and never re-contact a person who has withdrawn consent (other than a single confirmation of their opt-out where permitted). You must keep auditable records of consent — including the source, method, and date — for as long as Applicable Law and the relevant carriers, inbox providers, or Meta require (which may be several years), and provide them to Retainful on request. You may not use list-cleaning or verification features to validate lists obtained without proper consent or intended for use outside the Services.
You may not use the Services to send, promote, host, or facilitate content that:
You may not use the Services to promote, advertise, sell, or facilitate the following. We may add to or refine this list, and we may evaluate and restrict any use case that we reasonably believe poses legal, reputational, deliverability, or compliance risk, including any use that conflicts with the policies of our inbox, carrier, messaging, or payment-processing providers:
You may not, and may not permit anyone to:
We may throttle your sending or API connections at our discretion to protect the Services and other customers.
You may not collect, store, process, or transmit through the Services any of the following without our prior written agreement and all consents and safeguards required by Applicable Law:
You must accurately identify yourself as the sender, use true and non-misleading header, subject, and routing information, and maintain a functioning unsubscribe mechanism in every applicable message. You may not:
These requirements apply in addition to the rest of this AUP.
8.1 Email. You are responsible for sender authentication (such as SPF, DKIM, and DMARC), list hygiene, bounce and complaint management, accurate “From”/”Reply-To” information, a working one-click unsubscribe where required, and your physical mailing address or that of the party on whose behalf you send.
8.2 SMS/MMS. You must obtain the express consent required by Applicable Law (including, where applicable, prior express written consent), disclosing that the recipient will receive texts from you, the estimated message frequency, and that message and data rates may apply. Every marketing message must identify you and include clear opt-out instructions (for example, “Reply STOP to unsubscribe”), which you must honor immediately. Send only during permitted local hours (generally 8:00 a.m. to 9:00 p.m. in the recipient’s time zone). You must comply with all carrier, aggregator, and industry requirements, including A2P 10DLC registration and CTIA guidelines where applicable. SMS/MMS messages may not contain SHAFT content (sex, hate, alcohol, firearms, tobacco); cannabis, THC, CBD, kratom, vaping, or e-cigarette content; prescription medications; or other age-restricted or carrier-prohibited content. Carriers may filter, block, or reject messages, and Retainful is not responsible for non-delivery caused by carrier action.
8.3 WhatsApp. Your use of WhatsApp features is additionally subject to the policies and requirements of Meta Platforms and the WhatsApp Business Platform, including the WhatsApp Business and Commerce Policies, opt-in requirements, message-template approval, the customer-service (24-hour) messaging window, and quality-rating rules. You must keep your WhatsApp Business Account and Business Manager in good standing and may not send content prohibited by the WhatsApp Commerce Policy. Retainful does not control and is not responsible for template approval or rejection, messaging limits, quality-rating changes, or the suspension or termination of your WhatsApp or Meta accounts.
International messaging may be subject to additional country-specific rules; you are responsible for identifying and complying with them.
We may, but are not obligated to, monitor, investigate, sample, filter, or review account activity, lists, and messages to protect the Services, our infrastructure, and our sender reputation, and to enforce this AUP and the Terms. This may include real-time complaint tracking with inbox providers, blacklist monitoring, and list sampling and verification.
If your sending exceeds the following indicative thresholds, we may issue a warning, restrict or throttle your sending, require list remediation, or suspend or terminate your account. These thresholds are indicative and may be adjusted by us, and lower or different limits may apply under carrier, inbox-provider, or Meta requirements:
Repeated warnings, the presence of spam traps on your lists, or a single serious violation may result in immediate suspension or termination.
We may, at our sole discretion and without prior notice or liability, monitor, investigate, restrict, suspend, or terminate your access to the Services if we reasonably determine that you (or anyone using your account) have violated this AUP, the Terms, or any Applicable Law, or have helped or authorized others to do so. We may also report suspected illegal activity to the relevant authorities and cooperate with their investigations.
We may, but are not obligated to, provide a warning and an opportunity to cure before suspension or termination; for serious violations or threats to platform integrity, deliverability, or our provider relationships, we may act immediately and without warning.
Upon suspension or termination under this AUP: (a) your access to the Services may be immediately restricted or revoked; (b) queued or scheduled messages may not be sent; (c) any discounts, credits, or special benefits may be revoked; (d) Fees continue to accrue and remain payable, and suspension or termination does not relieve you of any payment obligation; and (e) Retainful has no liability for any loss arising from such action, except to the extent liability cannot be excluded under Applicable Law.
Costs and charges. You are responsible for, and will reimburse Retainful for, all losses, costs, charges, fines, and penalties that Retainful incurs as a result of your breach of this AUP, including any fees, fines, or charges imposed on Retainful by any inbox provider, mobile carrier, messaging aggregator, Meta/WhatsApp, payment processor, or regulator, together with reasonable remediation and collection costs (including reasonable legal fees). This is without prejudice to Retainful’s other rights and remedies, including suspension, termination, and indemnification under the Terms.
If you become aware of any violation of this AUP, or wish to report suspected spam or abuse originating from the Services, please contact us at [email protected].
This document is a template prepared for SV Tech Cloud Pte. Ltd. and is not legal advice. It should be reviewed by Singapore-qualified legal counsel before publication and read together with the Retainful Terms of Service, Privacy Policy, and Data Processing Addendum.
