Messaging Acceptable Use Policy

Effective June 1, 2026

This Messaging Acceptable Use Policy ("Messaging Policy") applies to every SMS, MMS, RCS, and similar message sent, received, routed, hosted, or enabled through MultiTEL. It supplements the Terms of Service and the general Acceptable Use Policy.

1. Traffic classification and approval

Messaging must use the service profile that accurately reflects the sender and traffic. Consumer-to-consumer conversation is different from messaging sent by or for a business, organization, campaign, nonprofit, public body, platform, or downstream customer. Technical message origination, low volume, one-to-one agent handling, or conversational wording does not convert organizational traffic into Personal traffic.

MultiTEL may require separate approval for each Customer, Brand, Campaign, use case, sending method, number type, country, content category, and volume. Messaging may not begin until all required approvals and registrations are active. Approval is not transferable and may be withdrawn.

2. Applicable schedules

• Personal/Consumer Messaging Schedule for approved natural persons using authenticated subscriber devices for their own conversations;
• Business/A2P Messaging Schedule for messaging by or for a business or organization; and
• Communications Provider/Reseller Schedule for services supplied to downstream customers, brands, subscribers, or platforms.

3. Consent and consumer choice

You must obtain, document, and retain consent appropriate to the message, sender, recipient, technology, and applicable law before sending. Consent must be obtained by the actual sender or on its documented behalf, must clearly cover the intended messaging, and may not be purchased, rented, harvested, inferred from a phone-number list, or transferred beyond its lawful scope.

Where recurring, automated, marketing, or promotional messages are sent, disclosures must accurately identify the sender, purpose, frequency where applicable, how to obtain help, how to opt out, and that message and data rates may apply. Consent to receive marketing messages may not be required as a condition of purchasing goods or services where prohibited by law.

You must honor revocation and opt-out requests made by any reasonable method within the time required by law and carrier rules. Standard keywords such as STOP, END, CANCEL, UNSUBSCRIBE, QUIT, and their reasonable equivalents must be recognized where applicable. After an opt-out, only a permitted confirmation may be sent unless the recipient gives new valid consent. HELP responses must provide accurate sender and support information.

4. Sender identity and transparency

Messages and enrollment flows must identify the party the recipient reasonably understands to be the sender. You may not impersonate another person or entity, obscure the message origin, use misleading domains or links, spoof identifiers, or materially misstate the purpose of a message. Sender names, numbers, Brands, Campaigns, and sample content must remain accurate and consistent with registrations.

5. Prohibited messaging

You may not use MultiTEL messaging for:

• messages sent without required consent or after consent has been revoked;
• spam, unsolicited solicitation, harassment, threats, stalking, hate, exploitation, or unlawful discrimination;
• fraud, phishing, smishing, malware, credential theft, deceptive impersonation, or evasion of security controls;
• illegal products, services, transactions, or content, or content that infringes privacy, publicity, intellectual-property, or other rights;
• content prohibited by an applicable carrier or requiring safeguards, age verification, or special approval that have not been implemented;
• number rotation, snowshoeing, account rotation, URL rotation, traffic splitting, or other conduct intended to avoid registration, filtering, throughput limits, complaint detection, or enforcement;
• false, incomplete, borrowed, rented, or unrelated Brand, Campaign, tax, identity, consent, or use-case information;
• traffic that materially differs from the approved use case, samples, volume, recipients, or sending method; or
• any activity that violates law, court order, carrier requirements, CTIA messaging principles, registry requirements, or another applicable industry rule.

6. Lists, records, and data

You must maintain suppression lists, prevent further messages to opted-out recipients, protect recipient data, and use phone numbers only for the disclosed purpose. You must retain evidence of consent, enrollment disclosures, message samples, timestamps, opt-outs, complaints, sender identity, campaign approval, and list source for the period required by law and for at least four years unless MultiTEL approves a shorter period in writing.

On request, you must promptly provide records sufficient to verify compliance. You must not falsify, alter, conceal, or destroy records after learning of a complaint, investigation, legal hold, or enforcement review.

7. Technical and security requirements

Use authenticated and approved origination methods. Protect portal, API, SMPP, device, and application credentials; limit access to authorized personnel; validate inputs; monitor for compromise; and promptly revoke exposed credentials. You must notify MultiTEL immediately of suspected account takeover, unauthorized messaging, data exposure, or material abuse and cooperate with containment and investigation.

8. Monitoring and cooperation

As permitted by law, MultiTEL and its providers may review account and registration information, messaging metadata, content indicators, URLs, complaints, opt-out behavior, delivery results, traffic patterns, and representative message content to operate and secure the Services, classify traffic, investigate abuse, meet carrier or legal obligations, and enforce this Messaging Policy. MultiTEL may use automated and manual review and may preserve approval and enforcement records.

You must cooperate promptly with MultiTEL, carriers, registries, regulators, and law enforcement where legally required. Cooperation may include identifying the sender, pausing traffic, preserving records, producing consent evidence, correcting registration data, notifying affected recipients, or implementing remediation.

9. Enforcement

MultiTEL may reject, filter, throttle, quarantine, block, reclassify, restrict, or suspend messaging immediately and without prior notice where traffic appears unlawful, unapproved, deceptive, harmful, insecure, or inconsistent with its profile. MultiTEL may require additional KYC, consent, and use-case documentation; revoke numbers or credentials; require migration to another service profile; terminate Services; and report conduct where required or appropriate.

You are responsible for carrier, registry, investigation, remediation, and penalty charges attributable to your traffic to the extent permitted by law. Filtering or non-delivery does not make prohibited traffic permissible and does not necessarily eliminate upstream charges.

10. Questions and reports

Send compliance questions, suspected abuse reports, and evidence of erroneous blocking to contact@multitel.net. Include the account, sending number, recipient, date and time, message type, and relevant evidence where lawful.