Additional Terms

1. How these terms work

Some parts of MessageFuel carry obligations that do not apply to the platform as a whole — usually because a third party imposes them on us and we have to pass them on. Those obligations are set out here, one section per feature. They apply only if you use the feature.

These Additional Terms supplement the Terms of Use and are part of the same agreement. Capitalised terms have the meaning given there. If a section here conflicts with the Terms of Use, this page wins for that feature only. The Acceptable Use Policy applies throughout and is never displaced by anything on this page.

2. SMS, MMS and A2P 10DLC registration

SMS and MMS are delivered through Twilio using the credentials held in your organisation’s settings. Your Twilio account, your relationship with Twilio, and the charges Twilio raises are yours.

• Registration is mandatory and is your submission. The platform walks you through A2P 10DLC brand and campaign registration, but the information submitted is yours and you warrant it is true. We transmit it to Twilio, which passes it to The Campaign Registry and the mobile carriers. We do not verify it, and we are not responsible for a rejection, a vetting score, a delay, or a fee levied by a carrier or registry.
• Registration fees are not ours. Brand registration, campaign registration, vetting, number provisioning and per-message charges are billed by Twilio and the carriers under your account with them.
• Throughput is set by the carriers, not by us. Your registered campaign carries a messages-per-second limit. The platform paces sends to the throughput configured for your organisation, and a large campaign is therefore delivered progressively rather than instantly. Do not configure a throughput higher than the one your campaign is actually registered for; doing so produces carrier rejections, not faster delivery.
• Opt-out and help keywords are handled for you. Inbound STOP, UNSTOP, START and HELP handling is built in and applies across your organisation. You must not disable, intercept or work around it.
• Carrier filtering is invisible and final. Carriers block traffic at their discretion, frequently without an error code that explains why. A message accepted by Twilio and never delivered to a handset is a normal outcome we cannot appeal on your behalf.
• Quiet hours are your responsibility. The platform provides quiet hours settings; configuring them correctly for the jurisdictions you message — including Florida’s stricter rule — is up to you.

3. Email sending

Email is delivered through SendGrid using your organisation’s credentials, from a sender identity you have authenticated. Your SendGrid account and its charges are yours.

• Sender identities must be verified. Each campaign sends from an identity belonging to your organisation. The platform blocks a send from an identity that is not verified, because an unverified sender does not fail cleanly — it fails silently, into spam folders. Where a verification status cannot be read from SendGrid, we leave the existing status alone rather than downgrade it.
• The compliance footer is added at send time. Every marketing email gets an unsubscribe link, a one-click unsubscribe header and your postal address. These are not configurable off. You are responsible for the address being real and current.
• Tracking is your configuration. Open and click tracking are SendGrid settings on your account. If you enable them, you are responsible for disclosing that tracking in your own privacy notice. Open figures are estimates — see the Privacy Policy. The same applies to SMS link tracking: it is off unless you turn it on for a campaign, and when it is on, each link in the text is rewritten to a MessageFuel short link and the click is recorded against the recipient.
• Hosted copies are public by design. The “view in browser” link resolves to a page hosted by us that shows the campaign as sent. Everyone who received the campaign gets the same URL, deliberately, because those links get forwarded and posted. Do not put anything in a campaign that must not be readable by someone who was not on the list.
• Large sends run in chunks. A bulk email campaign is delivered in resumable batches rather than in a single burst. A campaign whose status moves between “sending” and “scheduled” between batches is progressing normally.

4. Signup forms and embedded scripts

Signup forms are hosted by us and embedded on your website, as an iframe, as plain HTML, or through a script that injects and sizes the frame. Submissions create or update contacts in your organisation.

• You are the controller of what the form collects. The form appears on your site, in your branding, and the data belongs to you. Your privacy notice must cover it, and the consent wording shown beside the fields must be accurate — the platform records the exact text displayed at the moment of submission, and that record is what a complaint will be judged against.
• Phone capture requires explicit SMS consent. A form that collects a mobile number must show an affirmative consent checkbox with the disclosures required by the Acceptable Use Policy. Consent must not be pre-ticked and must not be a condition of anything else.
• Embed on sites you control. Do not place a form on a site you do not own or operate, or in a context that misrepresents who is collecting the data. You may restrict submissions to specific origins in the form’s settings, and we recommend it.
• The embed script is versioned and cached. The loader served for your form may change as we fix and improve it, and browsers cache it for a short period. Do not copy its contents into your own site, self-host it, or modify it — see the Developer and API Policy.
• Abuse controls apply. Forms are rate limited per IP address and capped per form on a rolling window. Those limits protect your list from being filled with junk; they are not adjustable on request except by agreement.

5. Ad platform integrations

You can connect a Google Ads or Meta account and push a saved audience to it as a Customer Match list or a Custom Audience, refreshed on a schedule. This feature is off unless you connect an account.

• We send hashes, never plain identifiers. Email addresses and phone numbers are normalised and irreversibly hashed with SHA-256 before they leave our servers, in the format each platform requires.
• Consent filters are applied on every sync. Suppressed contacts are excluded entirely; a contact who opted out of SMS has their phone withheld and a contact who opted out of email has their address withheld. This happens automatically and cannot be switched off.
• Each sync fully replaces the remote list. An audience is re-resolved from your live contact data every time it runs and replaces what was there, so a removal here becomes a removal there. An audience that resolves to nobody is refused rather than uploaded, because a full replace with nothing in it would empty your ad list.
• Match rates are not guaranteed. Matching happens on the platform’s side against its own accounts. A low match rate is a normal outcome and is not a defect in the Service.
• Deleting an audience here does not delete it there. By default we leave the remote list alone, because a live campaign may be targeting it. Removing the remote list is an explicit opt-in when you delete.
• Access can be revoked at either end. You can disconnect at any time in settings; the platform can revoke or expire the authorisation at any time, after which syncs fail until you reconnect.

6. Asset library and hosted content

Images, logos and fonts you upload are stored in a public-read bucket, because mail clients must be able to fetch them without credentials. Anyone holding an asset URL can open it.

• Do not upload anything confidential, personal or sensitive to the asset library. Treat every upload as published.
• You must hold the rights to what you upload, including a licence permitting web and email embedding for any font. Font licensing is the most commonly breached item in an email design; check yours.
• Uploads are validated by file type, and images beyond our size and pixel limits are re-encoded so that mail clients can render them. Re-encoding is lossy by nature; keep your originals.
• Per-organisation limits on file size, image dimensions and total asset count apply and may change.

7. Cross-client inbox previews

Where enabled, inbox previews render your design in real mail clients through a third-party provider. The feature depends on a platform-wide account we hold with that provider, every run is billable to us, and access is therefore rate limited and may be withdrawn. Your design and its content are sent to the preview provider in order to render it — do not run a preview on a design containing anything you would not send to a third party. Previews are a rendering aid, not a deliverability test.

8. Beta and preview features

Features we label beta, preview, early access or experimental are provided for evaluation. They are made available “as is”, without warranty or support commitment, are excluded from any service level commitment, and may be changed, restricted or removed at any time without notice. Data created only in a beta feature may not survive its removal.

If we tell you a feature is beta, treat anything it produces as provisional and do not build a business process on it without saying so to us first.

9. Contact us

Questions about any of these features, or about approval for a restricted use case: Info@messagefuel.com.