Acceptable Use Policy

TrueEngage is used to reach people on channels they rely on. This policy protects them, our customers’ sender reputation, and the platform. It applies to every account, workspace and environment, and forms part of the Terms of Service. You are responsible for the conduct of your Authorised Users and for anyone who uses the Services through your account.

• Message only people who have given you the consent the law and the channel require, and keep a record of it.
• Do not use purchased, rented, scraped or harvested contact lists, or lists collected for a different purpose.
• Make it easy to opt out on every promotional message, and honour opt-outs promptly. TrueEngage records unsubscribes and suppresses later sends where you configure it; do not work around that.
• Do not use the platform to message people about whom you hold data obtained in breach of the Digital Personal Data Protection Act, 2023.

• SMS and voice. Follow the Telecom Commercial Communications Customer Preference Regulations, 2018 and TRAI directions: register your entity, headers, content templates and consent templates on a DLT platform, send only registered templates, classify messages correctly as promotional, service or transactional, respect the National Customer Preference Register, and send promotional messages only within permitted hours.
• WhatsApp. Follow the WhatsApp Business Messaging Policy and Commerce Policy, including opt-in, approved templates and the 24-hour customer service window.
• Email. Send from domains you control and have authenticated, include a working one-click unsubscribe link, and do not disguise the sender or subject.
• Push and in-app. Follow Apple and Google platform rules for notifications, and do not use push to send unsolicited advertising for third parties.

You may not use TrueEngage to send, store or promote:

• content that is unlawful under Indian law, including content listed in rule 3(1)(b) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021: content that is obscene, invasive of privacy, harmful to children, defamatory, hateful, that threatens the unity, integrity, security or sovereignty of India, or that impersonates another person;
• phishing, fraud, fake offers, and messages that pretend to come from a bank, government body or other business you are not;
• malware, or links to malware;
• online money games, betting or gambling prohibited under Indian law;
• investment tips or advice, unless you are registered with SEBI for that activity and comply with its advertising rules;
• lending, credit or insurance offers unless you are, or act for, an entity licensed by the RBI or IRDAI as applicable, and follow their rules on digital marketing;
• sale of prescription drugs, narcotics, weapons, tobacco or other goods restricted by law, or pyramid and multi-level marketing schemes;
• misleading advertisements or unfair trade practices under the Consumer Protection Act, 2019 and the CCPA guidelines on misleading advertisements and dark patterns;
• content that infringes intellectual property or misuses another business’s brand.

• Do not probe, scan or test the security of the Services except under our Responsible Disclosure policy.
• Do not exceed documented rate limits, generate load to degrade the Services, or share API keys outside your organisation.
• Do not use the Test environment to send real messages at scale, or the sandbox allowlist to reach people who did not agree to receive tests.
• Do not send passwords, full card numbers, Aadhaar numbers or similar sensitive identifiers as event properties or profile attributes unless your use genuinely requires it and you protect them accordingly.

We may investigate suspected breaches. Where a breach is serious or continues after notice, we may pause campaigns, disable a channel or API key, or suspend the account. Where we can, we will warn you first and give you a chance to fix the problem; we will act immediately where there is a risk of harm to people, the platform or other customers, or where the law or an authority requires it.

We may cooperate with Channel Providers, telecom operators, TRAI, CERT-In and law enforcement in investigating abuse.

If you received an unwanted message sent through TrueEngage, or suspect misuse, write to legal@true-engage.com with the message and, if possible, the sender details. We review every report.