You must not
- Send unsolicited bulk messages (spam).
- Send messages to people who have asked to stop hearing from you.
- Use the service for illegal activity in your jurisdiction or in the recipient's jurisdiction.
- Use the service to impersonate another person or business.
- Probe, scan, or attempt to breach our security without prior written authorisation.
- Scrape data from the service for use in a competing product.
- Send content that is hateful, harassing, or sexually explicit.
WhatsApp specific
- Respect WhatsApp's own policies and message rate limits.
- Use opt-in lists. We will ask you to prove opt-in if a number is reported.
- Do not use the service to bypass WhatsApp Business pricing or quality scoring.
Instagram and Messenger (Meta) specific
- Only send Instagram DMs or Messenger messages to users who have first messaged your connected account. Cold or unsolicited outbound is prohibited.
- Respect Meta's 24-hour standard messaging window. NuvenarHub blocks outbound messages sent more than 24 hours after the last inbound message unless a valid Meta-approved message tag applies. Do not attempt to circumvent this enforcement.
- Do not use NuvenarHub's Instagram or Messenger integration to send promotional broadcasts, bulk marketing outside a valid message tag, or content that violates Meta's Messenger Platform Policy or Instagram Community Guidelines.
- Instagram comment auto-replies must be topically relevant to the post they respond to. Keyword-spam replies designed to farm engagement rather than provide useful information are prohibited.
- Do not use Meta scopes granted through NuvenarHub for any purpose other than the specific customer-conversation features NuvenarHub exposes. Reselling data or piping message content to external systems outside NuvenarHub is prohibited.
- Honour user opt-outs immediately. When a user asks to stop receiving messages, NuvenarHub applies a per-thread suppression that blocks further outbound from the connected account to that user.
Google Gmail (connected account) specific
- Only send email to recipients who have given valid consent under UK GDPR / PECR, US CAN-SPAM, Canada's CASL, or the equivalent law of the recipient's jurisdiction. Purchased, scraped, or rented lists are prohibited.
- Every outbound message must clearly identify you as the sender, include a working unsubscribe or opt-out mechanism where required by law, and honour opt-outs on the next send.
- Do not use the connected Gmail account to send transactional or bulk email on behalf of a different legal entity than the one that owns the Google account.
- Do not use NuvenarHub's Gmail integration to send phishing, malware, deceptive content, or content that violates the Google API Services User Data Policy or Gmail's bulk sender guidelines.
- Respect Gmail's per-account send limits and reputation signals. We may throttle or pause sends from a connected account whose bounce, spam-report, or complaint rate exceeds industry norms.
Phone number assignment (Voice Calling feature)
This section applies only to Customers who enable the Voice Calling feature.
1. Number ownership and sub-allocation
Phone numbers made available to the Customer through the Voice Calling feature are procured by, registered to, and legally owned by NUVENAR LTD (UK Company No. 17240693, "we", "us", "Nuvenar") under our upstream carrier accounts (currently Twilio Inc. and Telnyx LLC). Numbers are sub-allocated to the Customer for the duration of an active NuvenarHub subscription that includes the Voice Calling feature. The Customer receives an operational right to use the number; title, regulatory registration, and carrier account relationship remain with Nuvenar at all times.
2. Customer responsibilities
By enabling the Voice Calling feature and by using any assigned number, the Customer agrees:
a. Lawful use only. The Customer will use assigned numbers solely for the Customer's legitimate business communications with parties the Customer has a pre-existing relationship with, or who have opted in to be contacted.
b. No prohibited traffic. The Customer will NOT:
- Send or place unsolicited marketing calls or messages ("spam", "cold calls without lawful basis under PECR/GDPR", "robocalls").
- Use automated dialing (predictive, progressive, or power dialers) without the recipient's prior consent as required by the UK Privacy and Electronic Communications Regulations (PECR).
- Spoof, alter, or misrepresent the calling party identity.
- Use the number for any activity requiring separate regulatory authorisation the Customer does not hold (including but not limited to: consumer credit, insurance mediation, investment advice, gambling, adult services).
- Pass the number, or the ability to originate calls from the number, to any third party (no wholesale, no white-label re-sale to end-users of the Customer's own product).
c. TPS / CTPS / MPS compliance. The Customer is responsible for scrubbing their calling lists against the UK Telephone Preference Service, Corporate Telephone Preference Service, and Mailing Preference Service registers where applicable, and for maintaining internal do-not-call records for every recipient who has opted out.
d. Recording and consent. Where the Customer enables call recording, the Customer is solely responsible for obtaining and documenting recipient consent as required by UK law and any applicable jurisdictional requirements.
e. Data controller. In respect of call metadata, recordings, and contact records processed via NuvenarHub, the Customer is the Data Controller and Nuvenar is the Data Processor, as set out in our Data Processing Addendum.
3. Suspension and termination of assigned numbers
Nuvenar may suspend, disable, or permanently reclaim an assigned number, without prior notice and without refund of pro-rated calling addon fees for the affected number, in any of the following circumstances:
- Direction to do so from our upstream carrier, Ofcom, ICO, or any competent regulator.
- Receipt of three or more independent spam or abuse complaints against the number within a rolling 30-day period.
- Detection of prohibited traffic patterns (as defined in Section 2) by Nuvenar or the upstream carrier's abuse-detection systems.
- Non-payment of the underlying subscription or addon fees beyond the applicable grace period.
- Termination of the Customer's NuvenarHub subscription for any reason.
Where possible, Nuvenar will notify the Customer of the reason for suspension within 24 hours and, where the underlying cause can be cured, offer the Customer a reasonable opportunity to do so.
4. Indemnity
The Customer will indemnify, defend, and hold harmless Nuvenar, its officers, employees, and upstream carriers from and against any regulatory fines, sanctions, third-party claims, complaints, or costs (including legal fees) arising out of or in connection with the Customer's breach of Section 2, the Customer's use of any assigned number outside the permitted scope, or any third party's claim relating to communications originated from an assigned number in the Customer's use.
5. Reversion on termination
On termination of the Customer's Voice Calling subscription for any reason, the assigned number ceases to be sub-allocated to the Customer. Nuvenar may, at its sole discretion:
- Retain the number and re-assign it to another customer after a quarantine period, or
- Release the number back to the upstream carrier's inventory.
The Customer has no ownership, portability, or transfer right to any assigned number unless a separate written porting arrangement has been agreed and paid for. Where the Customer wishes to port an assigned number OUT to a third-party carrier on termination, Nuvenar will facilitate the port on receipt of a valid PAC request, subject to a reasonable administrative fee and provided all outstanding fees on the Customer's account have been settled.
6. Effective date and acceptance
By clicking "Enable Voice Calling" or by placing the first outbound call using an assigned number, the Customer acknowledges having read, understood, and agreed to this Section. Nuvenar records the acceptance event (user ID, timestamp, IP address) and retains that record for the duration of the Voice Calling subscription plus 6 years, in line with our records-retention policy.
Consequences
First strike: written warning and a 24-hour pause. Second strike: account suspension. Severe breaches (illegal use, security probes): immediate termination and, where required, report to the relevant authority.
Report abuse
Email support@nuvenar.com with the details. We respond within one working day.