Privacy Policy

1. Scope and roles

This Policy covers Neopolis SMS websites, account services, APIs, and Neopolis Connect. Neopolis determines how account, billing, security, and support information is used to operate the Service. Customers determine the purposes of their messaging campaigns and conversations; we process their recipient information and message content to provide the Service on their behalf.

If you receive a message from a Neopolis customer, that business’s privacy notice also applies. Contact the sender about its collection of your number or its campaign. You can also report abuse to us.

2. Information we handle

• Account and business information: names, company details, email addresses, verified mobile numbers, login credentials, business registration information, and campaign submissions.
• Messaging information: sender and recipient numbers, contact names and tags, message text and images, timestamps, delivery events, opt-in/opt-out status, and information supplied by your integrations.
• Billing information: account balances, charges, deposits, payment references, and transaction status. Card payments are processed through Stripe; our account funding records store transaction references rather than full card numbers or card security codes.
• Security and device information: IP addresses, authentication events, API access records, device names, pairing approvals, credential references, and device last-use times.
• Support information: the messages and records you provide when requesting assistance or reporting a problem.

3. How information is used

We use information to create and authenticate accounts, verify mobile numbers, route messages, display conversations, operate opt-out controls, process payments, support integrations, respond to requests, investigate delivery problems, prevent abuse, and meet applicable legal and carrier obligations.

We also use operational records to maintain reliability, troubleshoot errors, and enforce our policies. Where applicable law requires a legal basis, processing may be necessary to perform our agreement, comply with legal obligations, pursue legitimate operational and security interests, or act on consent where required. Customers remain responsible for the legal basis for their own messaging activity.

4. Sharing and service providers

We share information as needed with messaging providers such as Bandwidth, telecommunications carriers, payment processors such as Stripe, and vendors supporting hosting, storage, security, or customer support. These disclosures enable the services they perform; they do not authorize recipients to use messaging consent for their own marketing.

We may disclose information when required by valid legal process, to protect people or the Service, investigate fraud, or enforce agreements. In a business transfer, information may transfer with the relevant operations, subject to applicable law and continuing privacy obligations. We may also disclose information when you direct an integration or authorize a specific transaction.

Information may be processed in countries where we or our service providers operate. Where applicable law requires safeguards for cross-border transfers, those requirements apply. Contact us for information about processing locations and agreements relevant to your use.

5. Mobile consent information

We may share the information necessary to deliver messages, operate the Service, and demonstrate consent to messaging providers and carriers. Service delivery and compliance disclosures are distinct from sharing consent for another party’s marketing. Customers may not treat a recipient’s consent as permission to sell or transfer that consent to another sender.

6. Cookies and desktop access

The website uses cookies and similar session mechanisms for sign-in, security, form protection, and account operation. Browser controls let you remove or block cookies, but essential account features may stop working. Payment providers may use their own cookies and technologies under their own notices.

Neopolis Connect stores the credential needed to connect an approved computer. Approving a device grants account access until it expires or is revoked. Protect your computer and revoke access for devices you no longer use. Revocation prevents further authorized requests; it does not erase files you or another user previously downloaded or captured.

7. Retention and deletion

Account, message, transaction, consent, and security records are retained for service operation, support, dispute handling, fraud prevention, and applicable legal obligations. Retention depends on the record’s purpose; message text and logs do not automatically expire when an image expires.

Incoming and outgoing images default to 90-day retention from upload or import. An administrator may change the account’s period. Background cleanup clears expired image bytes and leaves an expired-image marker. Queued sends and recently active drafts are protected. Lowering the period can remove older images at the next cleanup; increasing it cannot restore already expired data.

Historical backups, provider-held records, and copies downloaded by customers may retain information beyond its availability in the active application. Backup retention and legally required preservation are separate from image expiration. Account closure alone does not immediately erase every record.

8. Security and your choices

We use access controls, authenticated account and device requests, password hashing, and other safeguards intended to protect the Service. No system can guarantee absolute security. You are responsible for protecting your credentials and choosing appropriate content for ordinary SMS/MMS communications.

You can update available profile information and revoke connected computers in the portal. To request access, correction, deletion, portability, or another privacy right that applies in your jurisdiction, contact us. We may verify your identity and authority, and some records may be retained where an exception or legal obligation applies. We will respond as applicable law requires and will not discriminate against you for exercising an applicable privacy right.

If your information is part of a customer’s messaging activity, we may direct the request to that customer or assist them in responding. For a messaging opt-out, reply STOP to the sender or contact the sender directly; see the Messaging Policy.

9. Children and policy changes

The account service is intended for adults and business users and is not directed to children under 13. Customers must comply with requirements that apply when communicating with minors. Contact us if you believe a child’s information was provided improperly.

We may update this Policy to reflect service or legal changes. The effective date identifies the current version. We will provide additional notice or obtain consent where applicable law requires it.