Terms of Service

1. The Platform

Pilum Reach Lite helps businesses manage contacts, templates, broadcasts, delivery tracking, API access, and supported messaging channels from one dashboard. Supported channels may include Facebook Messenger, Instagram, WhatsApp, email, Telegram, and SMS, depending on your connected providers and plan.

We provide the software workflow. You are responsible for your own messages, contact lists, channel accounts, legal compliance, and relationship with your recipients.

2. Accounts and Authority

• You must provide accurate account and business information and keep it current.
• You are responsible for passwords, API keys, connected provider credentials, team access, and all activity under your account.
• If you use the platform for an organization, you represent that you have authority to bind that organization to these Terms.
• You must promptly revoke API keys or credentials if you believe they have been exposed.

3. Messaging Compliance

You are solely responsible for ensuring that every campaign, contact import, message, template, and channel connection complies with all applicable laws, carrier rules, and platform policies. This includes, without limitation:

• the Telephone Consumer Protection Act (TCPA) and similar state, federal, and international rules for SMS, calls, automated dialing, and consent;
• the CAN-SPAM Act and similar email marketing laws, including accurate sender information, non-deceptive subject lines, required postal address disclosures, and working unsubscribe handling;
• WhatsApp Business Terms, Meta Platform Terms, Meta messaging policies, and template, opt-in, and commerce rules;
• carrier, CTIA, short code, toll-free, and sender-registration requirements for SMS;
• data protection, privacy, consumer protection, export control, and industry-specific rules that apply to your business.

3.1 Consent and Contact Lists

You may message only recipients from whom you have obtained all legally required consent for the channel, message type, and content. You may not use purchased, rented, scraped, harvested, appended, or third-party lists unless you can prove that each recipient gave valid, channel-specific consent for your messages. You must maintain consent records and provide them to us on request.

3.2 Opt-Outs and Suppression

You must honor opt-out, unsubscribe, STOP, CANCEL, END, QUIT, and similar requests promptly and within all legally required timeframes. You must not remove, bypass, or interfere with platform opt-out enforcement, suppression lists, global blocklists, carrier opt-outs, or provider-level restrictions.

3.3 Prohibited Messaging

You may not use the platform to send or facilitate:

• spam, phishing, fraud, impersonation, deceptive promotions, or illegal content;
• harassing, threatening, abusive, discriminatory, or exploitative messages;
• messages that violate platform, carrier, or provider acceptable-use rules;
• high-risk financial, medical, political, or regulated content without all required approvals, notices, and consent;
• malware, credential collection, evasion of abuse controls, or attempts to hide sender identity.

We may throttle, reject, pause, suspend, or terminate campaigns or accounts when we believe there is legal, deliverability, abuse, provider, or recipient-harm risk.

4. Billing and Credits

4.1 Polar Checkout and Customer Portal

We use Polar for checkout, payment processing, invoices, receipts, tax handling where applicable, and subscription self-service. When you start checkout, you are redirected to Polar. To update payment details, view invoices, or cancel a subscription, use the Polar customer portal linked from the Billing page or from Polar transactional emails.

4.2 Subscriptions and Auto-Renewal

Paid subscriptions renew automatically until canceled. By purchasing a subscription, you authorize recurring charges through Polar for the selected plan, taxes, and any applicable fees. Cancellation stops future renewals but does not automatically refund the current billing period unless required by law or expressly stated by Polar or us.

4.3 Credits

The platform uses credits for messaging and related usage. Plan credits are included with subscriptions and may replenish monthly. Purchased credit bundles are separate from plan credits. Trial, promotional, referral, coupon, bonus, or goodwill credits have no cash value, are not transferable, are not redeemable for money, and may be revoked if obtained through abuse or error.

4.4 Refunds, Failed Messages, and Chargebacks

If the platform deducts credits for a message that later fails in a way our system classifies as refundable, we may automatically return those credits to your wallet. Subscription fees, credit purchases, and other paid amounts are generally non-refundable except where required by law or approved by us or Polar. If you initiate a chargeback or payment dispute, we may suspend paid features, reverse related credits, or require payment verification while the dispute is pending.

5. Your Content and Data

You retain ownership of contact lists, message content, templates, media, imports, and other materials you submit to the platform. You grant us a limited license to host, process, transmit, display, copy, and modify that content only as needed to provide, secure, support, and improve the service, comply with law, and enforce these Terms.

You represent that you have all rights, permissions, notices, and consents required to upload recipient data and send messages through the platform.

6. Third-Party Platforms

The platform connects to third-party messaging, payment, storage, authentication, and infrastructure providers. Their terms and policies apply to your use of those services. We are not responsible for provider outages, account reviews, rejections, deliverability decisions, policy enforcement, pricing changes, or data handling outside our systems.

You must keep connected channel accounts in good standing and comply with all provider terms, including Facebook, Instagram, WhatsApp, Telegram, email, SMS carrier, and payment-provider rules.

7. Service Availability and Delivery

Message delivery depends on third-party messaging providers, carriers, recipient devices, recipient settings, templates, sender reputation, channel limits, and other factors outside our control. We track delivery status and may retry failed messages, but we do not guarantee delivery, read receipts, response rates, provider approval, uninterrupted access, or any particular business outcome.

8. Account Deletion and Retained Records

You may request account deletion from Settings. Some user-facing content, such as profile data, contacts, campaigns, messages, templates, connected credentials, and support data, may be deleted, obfuscated, or scheduled for deletion according to our retention rules and any grace period shown in the product.

Deletion does not remove records we must keep for legal, tax, accounting, security, dispute, audit, compliance, or fraud-prevention purposes. Financial ledgers, credit transactions, Polar invoices, payment events, refund records, chargeback evidence, and legal consent logs may be retained after account deletion. In the database, certain retained financial records are designed to survive account deletion with the user reference set to null, including through ON DELETE SET NULL behavior.

9. Suspension and Termination

We may suspend or terminate access if we believe you violated these Terms, created legal or provider risk, failed to pay amounts due, triggered abuse controls, harmed deliverability, or used the platform in a way that could damage recipients, providers, us, or other users. You remain responsible for charges and activity incurred before termination.

10. Disclaimers, Liability, and Indemnity

The platform is provided “as is” and “as available” without warranties of any kind to the fullest extent permitted by law. We are not liable for indirect, incidental, special, consequential, exemplary, or punitive damages, lost profits, lost revenue, lost goodwill, message failures, provider actions, or data loss. Our total liability for all claims is limited to the amounts you paid us for the service in the 12 months before the claim.

You agree to indemnify and hold us harmless from claims, losses, liabilities, penalties, damages, costs, and expenses arising from your messages, contact lists, compliance failures, provider violations, content, account activity, or breach of these Terms.

11. Changes

We may update these Terms from time to time. Material changes will be posted on this page or communicated through the platform. Continued use after an update means you accept the revised Terms.

12. Governing Law and Contact

These Terms are governed by the laws of the State of Delaware, United States, without regard to conflict-of-law rules. For questions about these Terms, contact us at privacy@pilumreach.com or through the in-app Support Center.