Sinch Engage Acceptable Use Policy

This Sinch Engage Acceptable Use Policy (AUP) is designed to enable Customer to have a better understanding of what is and is not acceptable when using SINCH’s Services, and to help Customer get the best out of SINCH website/s and Services. The requirement to comply with this AUP is part of Customer’s Agreement and Customer therefore must ensure it has read this AUP and understand how it affects Customer’s use of the Service. To make the most of the guidance contained in the AUP please keep up to date with any changes and look at it on a regular basis. Capitalised terms used in this AUP have the same meaning as defined in Customer’s Agreement, unless specifically defined in this AUP.

Fair use 

SINCH provides the Services for the benefit of its customers to send communications.  All communications sent via trial or full service are subject to this AUP so that SINCH users as a whole are not adversely affected by the actions of a few. 

Customer must not make use of the Service (and must ensure that End Users do not make sure of the Service) for any of the following: 

• For purposes which are not connected to Customer’s legitimate business or commercial activities. 
• Sending or allowing to be sent, or assisting in the sending of spam, SMS bombing, unsolicited messages or distributing email harvesting software, or otherwise breach of any applicable spam laws. 
• Making use of mobile numbers or number ranges associated, or suspected of being associated with, fraudulent or illegal activities. 
• When using Chatbots or other automated / AI products offered by SINCH, Customer must not send an unacceptably high volume of end-user questions with answers based on content uploaded into the SINCH platform. SINCH retains discretion regarding what “unacceptably high” means for the purposes of this clause.
• Operating or attempting to operate or communicate with scams, or similar schemes. 
• Any activity that damages or interferes with Services to other customers, Service providers or exposes SINCH to liability. 
• Violating any applicable use policy or code of conduct or practice, including those of mobile network carriers. 
• Attempting to bypass or break any security mechanism on any of the Services or using the Services in any other manner that poses a security or service risk to SINCH or any SINCH users. 
• Testing or reverse-engineering the Services in order to find limitations, vulnerabilities or evade filtering capabilities. 
• Sending, publishing, reproducing, hosting, advertising, communicating, or facilitating Restricted Content. 
• Restricted Content means content that:  
• is offensive, unsuitable for minors, abusive, obscene or indecent; 
• promotes, incites or instructs in matters of crime;  
• describes, incites or promotes unlawful sexual activity;  
• promotes or incites discrimination, violence or hatred against any person or group, or incites racial hatred;  
• causes unnecessary alarm, distress, anxiety, annoyance, inconvenience, or panic or is menacing in character;  
• contains a computer worm, trojan horses or virus or other malicious or harmful code or data designed to interrupt, damage, destroy or limit the functionality of any software, hardware or computer or communications equipment or the Services;  
• breaches any law;  
• is defamatory; is pornographic; is in contravention of any privacy rules or laws;  
• infringes or breaches the rights or any person to confidentiality, copyright or other intellectual property rights or any other proprietary interest of any person;  
• is false, misleading or deceptive, or likely to mislead or deceive;  
• is fraudulent or promotes fraudulent activity;  
• provides financial advice to any person;  
• is out of date, having regard to information generally available, subsequently published, or released, or made available; 
• is tortious or is likely to result, in damage to property or injury to any person; transmits, stores or processes cardholder data; 
• if sent in the United States, contains non-public Personal Data; if sent in Canada, contains Personal Information; 
• is for the purpose of providing any warning or notification about a serious risk to the safety of persons or property (for example, emergency services); or 
• which bring SINCH or any of our providers into disrepute. 

Compliance with laws, regulations 

All Customers and End Users must review and comply with all applicable laws, carrier regulations, and industry guidelines (as amended and updated from time to time) including but not limited to those listed below.  

What action will SINCH take? 

Compliance with this AUP is a mandatory requirement under the Agreement. If Customer or an End User breaches this AUP, Customer’s access to the Services may be blocked or suspended and Customer’s Agreement may be terminated. SINCH may cooperate with other internet service providers to identify any users who may be in breach of this AUP.  Any offending material may be removed by SINCH without prior notice/explanation. If SINCH discovers that Customer has engaged in behaviour or have acted in breach of this AUP SINCH may notify Customer that Customer’s behaviour is unacceptable. If SINCH becomes aware that Customer is using SINCH Services for illegal purposes, SINCH may involve external law enforcement or government agencies. SINCH may also be compelled by law or otherwise required to reveal Customer’s identity if Customer has used SINCH Services in breach of this AUP. 

Account restoration/unblocking 

A suspended or blocked user may be restored at SINCH’s sole discretion, which may include requiring a written undertaking by the offender not to commit any future breaches of this AUP. All cases are, however, considered by SINCH on their individual circumstances. 

Complaints about a breach of this AUP 

If Customer or End Users wishes to inform SINCH of a breach of this AUP please contact a member of SINCH’s Support Team. 

This Acceptable Use Policy was last updated in September 2024.