Fair Use Policy

This Fair Use Policy governs your use of RetentUp.com (the "Service") operated by RetentUp.com ("we," "us," or "our"). This policy ensures that all customers benefit from a reliable, high-quality service and that communications sent through the Service remain welcome by their recipients.

1. Purpose

RetentUp.com is designed for direct, consent-based dialogue with your existing customers across email, calls, iMessage, Telegram, and SMS. This Fair Use Policy ensures that resources are distributed equitably, that channel reputation is protected, and that no single customer's usage negatively impacts the Service for others.

2. Reasonable Use

We expect customers to use the Service in a reasonable manner consistent with their subscription plan. Reasonable use includes:

• Staying within or near your plan's stated limits (message volume, call minutes, contacts, journeys)
• Maintaining acceptable deliverability and engagement rates
• Contacting only people who have an existing relationship with your business
• Following messaging best practices on every channel
• Complying with anti-spam and communications laws and regulations

3. Usage Limits

3.1 Message Volume

Your subscription plan includes a specified volume of messages per month across channels. We allow for reasonable overages without additional charges. Consistent or excessive overages may result in:

• Upgrade recommendations
• Overage charges
• Temporary throttling of sending

3.2 Call Minutes

Plans that include AI-assisted calls carry a monthly allocation of call minutes. Exceeding this allocation may require an upgrade or incur additional charges.

3.3 Contact Database Size

Your plan specifies the maximum number of contacts you can store. Exceeding this limit may require an upgrade to a higher-tier plan.

3.4 API Calls

Customers using our API should make requests at a reasonable rate. Excessive API requests that strain our infrastructure may be throttled or blocked.

3.5 Storage

While we provide generous storage for your conversations and data, we expect customers to manage their data responsibly and delete outdated or unnecessary information.

4. Prohibited Activities

The following activities constitute abuse of the Service and are strictly prohibited:

4.1 Spam and Unsolicited Contact

• Contacting recipients who have no existing relationship with your business or have not opted in
• Purchasing, renting, or scraping contact lists from third parties
• Continuing to contact people after they unsubscribe or opt out on any channel
• Using misleading subject lines, sender names, or caller identity
• Placing calls to numbers on applicable do-not-call registries

4.2 Illegal Content

• Sending content that promotes illegal activities
• Distributing malware, viruses, or harmful code
• Engaging in phishing or fraud
• Violating intellectual property rights

4.3 System Abuse

• Attempting to breach security measures
• Reverse engineering or decompiling the Service
• Interfering with other users' use of the Service
• Scraping or harvesting data without permission

4.4 Resource Abuse

• Running automated scripts that place excessive load on the Service
• Creating multiple accounts to circumvent plan limits
• Reselling the Service without authorization

5. Deliverability and Channel Quality

5.1 Bounce Rates

Consistently high bounce rates (above 5% hard bounces) indicate poor data quality. We may:

• Require you to clean your contact list
• Suspend sending until data quality improves
• Terminate your account if bounce rates remain unacceptably high

5.2 Complaint Rates

High complaint rates (recipients marking your messages as spam or reporting calls) damage channel reputation for all customers. We monitor complaint rates and may take action if they exceed 0.1%, including:

• Requiring review of your content and practices
• Pausing your journeys
• Suspending or terminating your account

5.3 Engagement

We expect customers to maintain reasonable engagement rates. Consistently low engagement may indicate that:

• Your list contains outdated or uninterested contacts
• Your content is not relevant to recipients
• Your channel mix or timing needs adjustment

6. Monitoring and Enforcement

6.1 Monitoring

We monitor usage patterns, deliverability metrics, and complaint rates to ensure fair use and service quality. This monitoring is automated and designed to protect all users.

6.2 Warnings

If we detect potential violations of this Fair Use Policy, we will typically issue a warning and provide an opportunity for you to rectify the situation.

6.3 Suspension

We may suspend your account if:

• You fail to address issues after receiving warnings
• Your activities pose an immediate threat to the Service or other users
• We receive complaints from recipients, carriers, or platform providers

6.4 Termination

We reserve the right to terminate your account for:

• Repeated or severe violations of this Fair Use Policy
• Illegal activities
• Failure to respond to suspension notices

7. Appeals

If you believe your account was suspended or terminated in error, you may appeal by contacting support@retentup.com with:

• Your account details
• An explanation of why you believe the action was in error
• Any supporting documentation

We will review appeals within 5 business days.

8. Best Practices

To ensure compliance with this Fair Use Policy and get the most out of the Service, we recommend:

• Contact people you know: Only message people who have an existing relationship with your business
• Clean your list regularly: Remove bounces, opt-outs, and unresponsive contacts
• Segment your audience: Send targeted, relevant content to each segment
• Respect opt-outs: Process unsubscribe and stop requests immediately, on every channel
• Monitor engagement: Track opens, replies, and call outcomes, and adjust your strategy accordingly
• Follow communications laws: Comply with GDPR, CAN-SPAM, TCPA, CASL, and other applicable regulations
• Warm up gradually: If you are new to the platform, ramp up volumes progressively

9. Plan Upgrades

If your usage consistently approaches or exceeds your plan limits, we may recommend upgrading to a higher-tier plan. Upgrades provide:

• Higher message volume and call minutes
• More contacts
• Additional features
• Priority support

10. Reporting Abuse

If you become aware of another customer violating this Fair Use Policy, please report it to abuse@retentup.com. All reports are investigated confidentially.

11. Changes to This Policy

We may update this Fair Use Policy from time to time. We will notify you of material changes by email or through the Service. Continued use of the Service after changes become effective constitutes acceptance of the updated policy.

12. Contact Us

If you have questions about this Fair Use Policy, please contact us:

RetentUp.com
Email: support@retentup.com