ZenVoIP Messaging Policy

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Our website address is: https://zenvoip.net.

ZenVoIP Messaging Policy

Effective Date: June 23, 2025

At ZenVoIP (https://zenvoip.net/), we are committed to providing reliable, secure, and compliant messaging services to our customers. This Messaging Policy outlines the rules and guidelines for using our messaging services, including SMS, MMS, and other messaging channels, to ensure compliance with applicable laws, industry standards, and the policies of our service provider, Twilio. By using our messaging services, you agree to adhere to this policy.

1. Scope

This policy applies to all customers and end users who use ZenVoIP’s messaging services, including but not limited to SMS, MMS, and third-party messaging platforms integrated with our services. If you are a software provider or independent software vendor (ISV) using ZenVoIP’s platform to enable messaging for your clients or end users, you are responsible for ensuring their compliance with this policy.

2. Consent Requirements

ZenVoIP requires that all messaging activity complies with Twilio’s consent guidelines and applicable laws, such as the Telephone Consumer Protection Act (TCPA), the General Data Protection Regulation (GDPR), and the Canadian Anti-Spam Legislation (CASL).

2.1 Obtaining Consent

• Prior Express Consent: You must obtain explicit, affirmative consent from recipients before initiating any messages. Consent must be clear, informed, and documented.
• Prohibited Consent Practices:
  • Consent cannot be bought, sold, rented, or exchanged (e.g., purchasing phone lists is prohibited).
  • Consent must be obtained directly from the recipient, not assumed or transferred.
• Opt-In Process:
  • Clearly disclose your identity (e.g., “ZenVoIP” or your business name) when requesting consent.
  • Inform recipients about the purpose of the messages (e.g., notifications, customer support, marketing).
  • Provide a clear opt-out mechanism (e.g., “Reply STOP to unsubscribe”).
  • Retain records of opt-in consent consent documentation, including the date, time, and method of consent, for at least five years or longer if required by law.
• Age Restrictions:
  • For messages related to alcohol, firearms, gambling, or adult content, you must verify that recipients are of legal age of consent in their jurisdiction.
  • Marketing messages to minors under 14 years old are strictly prohibited.

2.2 Opt-Out Compliance

• Opt-Out Mechanism: All messages must include a clear and functional opt-out mechanism, such as “Reply STOP to unsubscribe” or other standard keywords (e.g., STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT).
• Honoring Opt-Out Requests: You must:
  • Honor opt-out requests immediately and cease sending a further messages to the recipient.
  • Send one final confirmation message to acknowledge the opt-out (e.g., “You have been unsubscribed from ZenVoIP messages.”).
  • Maintain an up-to-date list of opted-out recipients and ensure no further messages are sent to them.
• Reassigned Numbers: You must use ZenVoIP’s tools or Twilio’s Lookup service to verify that phone numbers are still associated with the original consenting recipient to avoid messaging reassigned numbers.

3. Prohibited Content and Practices

ZenVoIP prohibits the use of our messaging services for any content or practices that violate Twilio’s Acceptable Use Policy, applicable laws, or industry standards. Prohibited activities include, but are not limited to:

3.1 Illegal or Harmful Content

• Messages promoting or facilitating illegal activities, including but not limited to:
  • Fraud, phishing, or deceptive practices.
  • Hate speech, harassment, or abusive communications.
  • Content related to cannabis, gambling, or other federally illegal activities in the recipient’s jurisdiction.
• Messages containing pornographic, obscene, or offensive content.
• Messages that violate intellectual property rights or promote pirated goods.

3.2 High-Risk Content

• Messages related to alcohol, firearms, gambling, tobacco, or adult content must:
  • Comply with all applicable laws and regulations in the recipient’s jurisdiction.
  • Include age verification measures to ensure recipients are of legal age.
  • Provide proof of compliance upon request.
• Simulated social engineering attacks, such as phishing simulations, are strictly prohibited.

3.3 Spam and Unwanted Messages

• Sending unsolicited messages or “SMS bombing” (sending multiple messages to a single number without consent).
• Using public URL shorteners (e.g., bit.ly, tinyurl) in messages. Use branded or custom links instead.
• Sending messages with falsified sender IDs or spoofed identities to mislead recipients.

3.4 Emergency Services

• ZenVoIP’s messaging services must not be used for direct communication between emergency service providers and end users.
• Non-emergency notifications (e.g., safety advisories, event cancellations) are permitted but should be used in conjunction with other public warning systems.

3.5 Other Prohibited Practices

• Evading Twilio’s or carriers’ spam detection and prevention mechanisms.
• Reverse engineering, copying, or interfering with ZenVoIP’s or Twilio’s services.
• Sending messages that violate telecommunications providers’ requirements or industry standards (e.g., CTIA guidelines).

4. Compliance with A2P 10DLC and Toll-Free Verification

ZenVoIP’s messaging services operate under Application-to-Person (A2P) messaging standards, including A2P 10DLC (10-digit long codes) and toll-free numbers in the United States.

• A2P 10DLC Registration:
  • Customers sending high-volume SMS/MMS in the U.S. must register their brand and use case with ZenVoIP to comply with A2P 10DLC requirements.
  • Messages must align with the registered use case (e.g., notifications, customer support, marketing).
  • Non-compliance may result in message filtering or suspension.
• Toll-Free Verification:
  • Toll-free numbers used for messaging must be verified through ZenVoIP’s platform to ensure compliance.
  • Customers must submit accurate business information and use case details for verification.
  • Unverified toll-free numbers may be subject to message filtering or error codes (e.g., Twilio error code 30032).

5. Quiet Hours

For non-essential messages (e.g., marketing or promotional content), ZenVoIP enforces quiet hours to respect recipients’ preferences:

• Non-essential messages will not be sent between 9:00 PM and 8:00 AM in the recipient’s local time zone, determined by their area code.
• Essential messages (e.g., two-factor authentication, emergency alerts) are exempt from quiet hours.

6. Monitoring and Enforcement

ZenVoIP, in collaboration with Twilio, monitors messaging activity to detect spam, fraud, or violations of this policy. We may:

• Review message content and metadata to ensure compliance.
• Suspend or terminate accounts that violate this policy or Twilio’s Acceptable Use Policy.
• Work with customers in good faith to resolve compliance issues, where possible.
• Cooperate with law enforcement, regulators, or telecommunications providers as required.

7. Customer Responsibilities

As a ZenVoIP customer, you agree to:

• Ensure all messaging activity complies with this policy, Twilio’s policies, and applicable laws.
• Be solely responsible for the actions of your end users, including their compliance with this policy.
• Use commercially reasonable efforts to prevent unauthorized access to your ZenVoIP account.
• Notify ZenVoIP promptly of any unauthorized access or suspected policy violations.
• Provide accurate and up-to-date information for A2P 10DLC registration or toll-free verification.
• Maintain records of consent and opt-out requests for at least five years or as required by law.

8. Data Privacy

ZenVoIP is committed to protecting your data and complying with data protection laws, including GDPR and Twilio’s Privacy Notice. We:

• Collect and process messaging data only as necessary to provide our services, detect fraud, or comply with legal obligations.
• Share data with telecommunications providers for routing and connectivity purposes, subject to their policies.
• Use appropriate mechanisms for cross-border data transfers, as required by law.

For more details, see our Privacy Policy

9. Reporting Violations

To report fraud, abuse, or policy violations, contact us at support@zenvoip.net (mailto:support@zenvoip.net) or use our Contact Form. You may also report issues directly to Twilio at https://www.twilio.com/report-fraud.

10. Updates to This Policy

ZenVoIP may update this policy from time to time to reflect changes in Twilio’s policies, legal requirements, or our services. Updates will be posted on this page with the effective date. We will notify customers of material changes via email or through our platform.

11. Contact Us

For questions about this Messaging Policy or our services, contact us at:

Website: https://zenvoip.net/contact

Email: support@zenvoip.net (mailto:support@zenvoip.net)

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Messaging Policy

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