Acceptable Use Policy

Last updated: January 2026

1. Introduction

This Acceptable Use Policy ("AUP") outlines the acceptable and prohibited uses of TXTLINK's SMS messaging platform and services (the "Service"). This policy is part of our Terms of Service.

By using our Service, you agree to comply with this AUP. Violations may result in immediate suspension or termination of your account without refund.

2. Prohibited Content

You may not use the Service to send messages containing:

  • Illegal Content: Content that violates any applicable laws, regulations, or court orders
  • Fraudulent Content: Scams, phishing attempts, or deceptive practices
  • Harmful Content: Malware, viruses, or code designed to damage devices or systems
  • Harassing Content: Threats, intimidation, stalking, or harassment
  • Defamatory Content: False statements that harm reputation
  • Adult Content: Pornographic, sexually explicit, or adult-oriented content (unless with proper opt-in and age verification)
  • Hate Speech: Content that promotes violence, discrimination, or hatred based on race, religion, gender, or other protected characteristics
  • Violence: Content that incites or promotes violence
  • Regulated Industries: Content related to gambling, alcohol, tobacco, or pharmaceuticals without proper compliance

3. Spam and Unsolicited Messages

3.1 Consent Requirements

You must obtain explicit, verifiable consent before sending SMS messages. Consent must:

  • Be clear and specific about what messages will be sent
  • Be obtained through opt-in mechanisms (not pre-checked boxes)
  • Allow recipients to easily opt-out
  • Be documented and verifiable

3.2 Prohibited Practices

  • Sending messages to purchased or rented contact lists
  • Using harvested phone numbers
  • Sending messages without prior consent
  • Failing to honor opt-out requests
  • Sending messages to numbers on Do Not Call registries (where applicable)
  • Using misleading sender IDs or message content
  • Sending excessive messages that may be considered harassment

3.3 Opt-Out Requirements

All messages must include clear opt-out instructions, such as:

  • "Reply STOP to unsubscribe"
  • "Text STOP to opt out"
  • Clear instructions on how to opt-out

You must honor all opt-out requests immediately and permanently.

4. Compliance Requirements

4.1 Telecommunications Regulations

You must comply with all applicable telecommunications regulations, including:

  • Kenya Communications Act and regulations
  • Carrier-specific policies and requirements
  • International regulations when sending cross-border messages
  • Data protection laws (GDPR, local privacy laws)

4.2 Industry-Specific Requirements

Certain industries have additional requirements:

  • Healthcare: HIPAA compliance for protected health information
  • Financial Services: PCI-DSS compliance and financial regulations
  • Government: Security clearances and compliance requirements
  • Education: FERPA compliance for student information

5. Sender ID Usage

5.1 Authorized Use

Sender IDs must:

  • Be registered and approved before use
  • Accurately represent your business or organization
  • Comply with carrier naming policies
  • Not be used to impersonate other entities

5.2 Prohibited Sender ID Practices

  • Using unregistered or unauthorized sender IDs
  • Impersonating government agencies, banks, or other organizations
  • Using misleading or deceptive sender IDs
  • Sharing sender IDs with unauthorized parties
  • Using sender IDs for purposes not disclosed during registration

6. Rate Limiting and Volume

6.1 Reasonable Use

You must use the Service in a reasonable manner:

  • Respect rate limits and throttling mechanisms
  • Avoid sending excessive messages that may overload systems
  • Distribute message sending over reasonable time periods
  • Not attempt to circumvent rate limits or restrictions

6.2 Bulk Messaging

For bulk messaging campaigns, you should:

  • Use appropriate bulk messaging features
  • Schedule messages to avoid peak hours when possible
  • Monitor delivery rates and adjust accordingly
  • Ensure all recipients have opted in

7. Security and Access

7.1 Account Security

You must:

  • Maintain strong, unique passwords
  • Enable two-factor authentication when available
  • Keep API keys secure and never share them publicly
  • Rotate credentials regularly
  • Immediately report suspected security breaches

7.2 Prohibited Activities

  • Attempting to gain unauthorized access to our systems
  • Reverse engineering or attempting to extract source code
  • Interfering with or disrupting the Service
  • Using automated tools to scrape or harvest data
  • Launching denial-of-service attacks
  • Exploiting security vulnerabilities

8. Data Protection

8.1 Personal Data

When handling personal data through our Service, you must:

  • Comply with applicable data protection laws (GDPR, local privacy laws)
  • Obtain necessary consents for data processing
  • Implement appropriate security measures
  • Respect data subject rights (access, deletion, etc.)
  • Not sell or share personal data without consent

8.2 Data Retention

You should only retain personal data for as long as necessary for the stated purpose and in compliance with applicable laws.

9. Violations and Enforcement

9.1 Reporting Violations

If you become aware of any violation of this AUP, please report it immediately to info@txtlink.co.ke.

9.2 Enforcement Actions

Violations of this AUP may result in:

  • Immediate suspension of your account
  • Termination of your account without refund
  • Blocking of specific sender IDs or phone numbers
  • Legal action if violations are illegal
  • Reporting to law enforcement or regulatory authorities

9.3 Appeal Process

If you believe your account was suspended in error, you may appeal by contacting us at info@txtlink.co.ke with detailed information about your case.

10. Best Practices

We recommend following these best practices:

  • Always obtain explicit consent before sending messages
  • Provide clear value in your messages
  • Include clear sender identification
  • Make opt-out easy and immediate
  • Respect recipient preferences and time zones
  • Monitor delivery rates and engagement
  • Keep your contact lists clean and up-to-date
  • Test messages before large campaigns
  • Comply with all applicable regulations
  • Maintain documentation of consents and opt-ins

11. Changes to This Policy

We may update this AUP from time to time. We will notify you of material changes by:

  • Posting the updated AUP on this page
  • Updating the "Last updated" date
  • Sending email notification (for material changes)

Your continued use of the Service after changes become effective constitutes acceptance of the modified AUP.

12. Contact Us

If you have questions about this Acceptable Use Policy, please contact us:

TXTLINK

Email: info@txtlink.co.ke

Address: Nairobi, Kenya