Acceptable Use & Messaging Consent Policy

Last updated: September 23, 2026

This policy applies to all Workspace Customers and Agents who use Pipecove's Platform to send email, SMS, voice calls, or other messages. It exists to ensure compliance with anti-spam and telecommunications laws across the United States, United Kingdom, Canada, Australia, and New Zealand, and to protect the deliverability and reputation of our shared messaging infrastructure.

Violation of this policy may result in suspension of messaging features, wallet forfeiture, or account termination.

1. General Rule: Consent Before Contact

You may only send commercial email, SMS, or make marketing/sales calls to individuals who have: - Given express consent (opted in) to receive communications from you, OR - An existing business relationship that permits contact under applicable law (e.g., an active client, or a lead who has directly inquired about your services)

You may not: - Purchase, scrape, or use third-party contact lists without verified consent - Send messages to individuals who have not interacted with your business - Disguise or misrepresent the identity of the sender

2. Required Message Content

Every commercial email and SMS sent through the Platform must include: - Clear sender identification — your real business name, not a generic or misleading name - A valid reply-to or contact method - A functional unsubscribe/opt-out mechanism (see Section 3) - For email: a physical business address (required under CAN-SPAM and other regimes)

3. Opt-Out Requirements

SMS - All SMS messages must honor the **STOP keyword** — recipients who reply "STOP" must be unsubscribed and must not receive further messages - You must honor STOP, UNSUBSCRIBE, CANCEL, and similar opt-out keywords. You may not attempt to bypass an opt-out or keep messaging someone who has asked you to stop. - The first message to a new contact should include instructions to reply STOP to opt out

Email - Every commercial email must include a working unsubscribe link - Opt-out requests must be honored within the timeframe required by law (10 business days under CAN-SPAM; immediate/reasonable timeframe under CASL and other regimes)

4. Region-Specific Requirements

United States (TCPA, CAN-SPAM) - Prior express written consent is required for marketing calls/texts to mobile numbers, including via autodialer - Do-not-call (DNC) registry compliance is your responsibility for voice calls

Canada (CASL) - **CASL requires express or implied consent BEFORE sending any commercial electronic message** (email or SMS) - Implied consent (e.g., from an existing business relationship) is generally only valid for a limited period (commonly up to 2 years from the relationship's start, or 6 months for an inquiry) — after which express consent is required - Messages must clearly identify the sender and include a valid unsubscribe mechanism honored within 10 business days - Penalties for CASL violations can reach CAD $10 million for organizations — this is one of the strictest anti-spam regimes in your target markets

United Kingdom (PECR / UK GDPR) - Consent is generally required for marketing communications to individuals - "Soft opt-in" may apply if the contact is an existing customer being marketed similar products/services, with a clear opt-out offered - Marketing calls must not be made to numbers registered with the Telephone Preference Service (TPS)

Australia (Spam Act 2003) - Consent (express or inferred from a reasonable business relationship) is required - Messages must identify the sender and include a functional unsubscribe facility - Unsubscribe requests must be honored within 5 business days - Enforced by the Australian Communications and Media Authority (ACMA)

New Zealand (Unsolicited Electronic Messages Act) - Similar consent, identification, and unsubscribe requirements as Australia - Enforced by the Department of Internal Affairs

5. Prohibited Content

You may not use the Platform to send messages that: - Are fraudulent, deceptive, or misleading - Contain illegal content of any kind - Impersonate another person or business - Promote illegal products or services - Contain malware, phishing attempts, or malicious links

6. Consent Record-Keeping

We strongly recommend (and may require) that you record how and when consent was obtained for each contact in your CRM (e.g., a custom field noting "opted in via website form on [date]"). This protects you in the event of a complaint or regulatory inquiry, and may be requested by us if we receive abuse reports related to your account.

7. Monitoring and Enforcement

We monitor for spam complaints, high bounce rates, and unusual sending patterns across the Platform to protect the deliverability of shared infrastructure (phone numbers, sending domains) used by all Workspace Customers. We reserve the right to: - Request evidence of consent for any campaign - Pause or throttle sending on an account showing abuse patterns - Suspend accounts with excessive spam complaints or bounce rates - Terminate accounts for repeated or serious violations of this policy

8. Your Responsibility

You are solely responsible for ensuring your use of the Platform's messaging features complies with all applicable laws in the jurisdictions where your contacts are located. This Policy is provided as guidance and does not constitute legal advice. If you are unsure whether your messaging practices comply with applicable law, consult a lawyer.

9. Reporting Abuse

If you receive a spam complaint or believe another user of the Platform is violating this policy, report it to abuse@pipecove.com.

10. Contact Us

For questions about this policy:

Pipecove Email: support@pipecove.com