Messaging Policy

1. Permission before messaging

Send only messages the recipient has authorized for the specific business and purpose. Obtain the form of consent required for the message type and applicable law; marketing may require a different form of consent from a service-related conversation.

Giving a business a phone number, buying a product, or receiving a message previously does not by itself authorize every future campaign. An inbound question permits an appropriate response to that conversation; it is not blanket permission for unrelated marketing. Adding a STOP footer is not a substitute for consent.

Do not use purchased, rented, scraped, or transferred contact lists as evidence of opt-in. Consent must identify the sender and cannot be repurposed for another business.

2. Consent records and program notices

Keep evidence showing who consented, the number, when and how consent was collected, the business and purpose disclosed, and the notice or form presented. Provide that evidence when reasonably requested during a carrier or platform review.

Your opt-in flow must explain the program, the expected message frequency, how to stop messages and get help, and where to find your own terms and privacy notice. Include appropriate disclosures such as “Message and data rates may apply” and, where required, that marketing consent is not a condition of purchase. Do not preselect consent or bundle unrelated programs into an unclear agreement.

Your business’s recipient-facing policies must describe its own messaging and data practices. Linking to Neopolis’s policies alone does not replace your business’s notice or a campaign’s required disclosures. Bandwidth’s 10DLC vetting guide provides additional registration guidance.

3. Sender identity and registration

Identify your business clearly and use numbers assigned or authorized for your account. Register brands, campaigns, or toll-free use where the sending channel requires it, and keep the information accurate. Send only traffic consistent with the approved use case.

Do not rotate numbers, disguise links, or relabel traffic to bypass filtering, registration, opt-outs, or account limits. Registration and consent do not authorize content prohibited by the Acceptable Use Policy.

4. Opt-outs and re-subscription

Recipients can reply STOP to the sender or use another supported opt-out keyword. Neopolis recognizes standard opt-out keywords and blocks ordinary replies to an opted-out recipient within the relevant account controls. A limited confirmation or help response may still be sent.

You must also honor clear requests made in ordinary language or through another reasonable contact method. Do not rely exclusively on automatic keyword detection. Review customer replies, synchronize suppression across your integrations and campaigns, and stop further messages covered by the request.

HELP requests should receive useful support information rather than promotional content. A recognized opt-in keyword may update the platform’s consent status, but you must still have a valid basis to resume the intended program. Never manually bypass an opt-out simply to send another message. Consent records and suppression responsibilities continue to apply after account or number changes.

5. Opt-out footers and frequency

Neopolis provides account settings for opt-out instructions. The first applicable outbound message to a recipient includes the footer, and a renewed opt-in resets footer eligibility. Depending on the account’s settings, instructions may appear on every message or be repeated periodically; the default reminder interval is 30 days.

These controls are operational features, not a guarantee that a particular footer frequency satisfies every law, carrier rule, or approved campaign. Use the stricter requirement when one applies. Keep instructions clear, identify the business, respect the frequency promised at opt-in, and use appropriate recipient-local sending times.

Footers are part of the transmitted text and can increase SMS segments and cost. See our opt-out footer guidance for practical details.

6. Responsible delivery and MMS

Use retries carefully. An uncertain or delayed response is not permission to send duplicate messages repeatedly. Respect rate limits, recipient preferences, and account balance requirements. Delivery statuses describe provider events and do not confirm that a recipient read the message.

Image attachments use MMS and are subject to account and network limits. The outgoing account limit is checked against the estimated combined payload, including encoding, text, and headers. A file that uploads successfully may still make the combined draft too large. Remove an image, choose smaller files, or send separate messages when appropriate.

Incoming and outgoing images may expire under your account’s retention period, which defaults to 90 days. Retain your own copies when required. Do not attach unlawful, unlicensed, or sensitive content that ordinary messaging is not suitable to protect.

7. Recipients and support

To report messaging abuse to Neopolis, provide the sender number, date, and a description of the issue using the contact information below. Do not provide passwords or other unnecessary confidential information. Our Privacy Policy explains our role in handling message and consent information.

8. Your compliance responsibilities

You remain responsible for applicable messaging, privacy, consumer-protection, and carrier requirements, including those that depend on recipient location or campaign purpose. Neopolis’s technical controls and this Policy do not replace your own compliance review.

We may request supporting records, pause a campaign, or restrict service when consent is disputed or requirements are not met. Provider and carrier requirements can change. Review the current rules relevant to your sending channel and contact us before launching an uncertain use case.