Acceptable use policy

The standing conditions

Traffic may only be sent while all of the following hold. The platform checks each of them before a message leaves, and a failure returns a refusal rather than a queued message.

• You hold a current operating licence in the destination market and it is on file with us
• The recipient's consent is recorded, evidenced and not withdrawn
• The sender identity is registered and approved for that market and that use case
• The message carries the opt-out instruction the destination market requires
• The send falls outside the market's quiet-hours window, or is held until it does

Content we will not carry

• Anything aimed at a person under the legal age in the destination market
• Messages that misstate the sender, imitate another business, or imply an official source
• Offers whose material terms are not obtainable from the message in one step
• Content that pressures a recipient with a manufactured deadline or a fabricated account state
• Anything unlawful in the destination market, whatever its status where you are based
• Malware, phishing, credential harvesting or links to any of the above

Lists

Contacts must be yours and must have been collected by you or by a party whose collection you can evidence. Purchased lists, scraped numbers, appended numbers and lists inherited without provenance are not permitted, and we will not register a sender identity against one. We may ask how a list was built. Refusing to say is itself an answer.

Volume and pattern

Sudden bursts are how a sender identity ends up suspended. Throughput is shaped per network and a substantial increase should be discussed with us first so the ramp can be planned. We may hold traffic that would breach a network's tolerance, and we will tell you at the time rather than afterwards.

Testing

Test sends go to numbers you control, from an approved sender identity, in a market where the identity is registered. There is no exemption for a test: a test message that breaches a market rule breaches it exactly as a live one would.

What we do about a breach

1. Refusal. Most breaches never become incidents because the send is refused with the rule named, and the account contact sees it.
2. Hold. Where a pattern rather than a single message is the problem, we suspend the affected route or template and contact you the same working day.
3. Suspension. Repeated or deliberate breaches suspend the account. We tell you what triggered it and what would resolve it.
4. Notification. Where a network or an authority must be told, we tell them, and we tell you that we have.

Reporting a problem

If you have received a message you believe was sent over our platform and should not have been, write to compliance@flowora.media with the sender identity, the date and the text. We can identify the account from that and we do act on it. Flowora Media Ltd supplies infrastructure to licensed businesses and does not market anything to the public itself.