Acceptable Use Policy
Last updated September 13, 2026
The short version
Frontiva is for talking to your own customers about your own business. It is not a bulk messaging platform, and several of the limits below are enforced by the software rather than only stated here - you will find you cannot do them.
Consent
You may only send appointment messages to people who have agreed to receive them, and the agreement has to be recorded against that person. Frontiva refuses a reminder to a contact with no recorded consent and notes no_consent on the reminder; it is not a setting you can switch off.
Marketing and promotions are not permitted today. The consent wording Frontiva captures covers appointment messages only and says so explicitly, so no contact has given a basis for marketing. Every marketing send is refused.
Opt-outs
STOP is absolute. Frontiva honours STOP, STOPALL, UNSUBSCRIBE, CANCEL, END and QUIT on text messages, records the opt-out against the phone number rather than the conversation, and refuses every later send to that number - including replies. You may not use another number, another channel, or another account to reach somebody who has opted out.
Quiet hours and frequency
Appointment messages are held outside your configured quiet hours rather than sent, and each contact has a daily limit on messages your business starts. You may narrow both. You may not switch either off, and replies to a customer who has just written to you are exempt from both - answering somebody is not the same as messaging them.
Content
You may not use Frontiva to send, or to solicit:
- messages about a business other than the one on your account;
- loans, cryptocurrency, gambling, cannabis, firearms, or adult content;
- anything misleading about who is messaging, including impersonating another business;
- malware, phishing, or links designed to disguise their destination;
- messages to numbers you obtained from a purchased or scraped list.
Health information
If you are a healthcare provider, you are responsible for what you put into a message. Frontiva's AI is configured to refuse clinical advice and to escalate anything that sounds urgent, but the content of your own templates and your team's replies is yours. Do not include diagnoses, results, or treatment details in a text.
The account
One account per business. Do not resell access, share credentials outside your team, or use the API to build a competing messaging product. Automated access should use your own API credentials at a reasonable rate.
What happens if you breach this
For most breaches we will contact you first - a practice that misunderstood consent is the common case and it is fixable. Sending to opted-out numbers, impersonation, or anything that puts our carrier registration at risk can suspend an account immediately, because a carrier can shut off a whole messaging platform for one sender's behaviour.