Service of Legal Process

1. How to serve process

MessageFuel is a product of Vadelis Labs Inc.. The correct party to name in legal process concerning the service is the company, Vadelis Labs Inc. — not the product name.

Subpoenas, court orders, search warrants, preservation requests and other legal process should be delivered to:

The postal address is 1784 NW Madrid Way, Boca Raton, FL 33432, United States. We do not accept service by telephone, through support channels, or through social media, and delivering process to any address other than the one above may delay or prevent a response.

2. What to include

A request we cannot connect to a specific account is a request we cannot answer. Please include as much of the following as you have:

• The account identifier: the organisation name, the account holder’s email address, or the sending phone number or email address involved.
• A precise date range. “All records” over an unbounded period is usually objectionable and always slow.
• The specific categories of records sought, and the legal basis for each.
• The requesting authority or party, a matter or case number, the issuing court, and a named contact with a direct telephone number and email address.
• The response deadline, and where to send the production.

3. What we do and do not hold

It saves everyone time to know what actually exists. Subject to a valid request and to the applicable law, our records may include: account registration and business details; the contact and consent records a customer stored, including the source of a consent and the wording displayed at the time; message content stored for a campaign; per-recipient send logs with delivery status and carrier or mailbox provider error codes; engagement records; and server access logs for a short rolling period.

• We do not hold passwords. They are stored as salted hashes and cannot be recovered or produced.
• We are not the carrier. Records of what a mobile network or mailbox provider did with a message, beyond the status they reported back to us, sit with Twilio, SendGrid or the carrier — not with us.
• Deleted is deleted. Where a customer has deleted data, we may hold nothing beyond a suppression record. We do not maintain records solely in anticipation of legal process.
• Customer data belongs to the customer. For records a customer controls, the direct route is usually to seek them from that customer, who can export them in minutes.

4. Our policy on notifying the customer

It is our policy to notify a customer before producing their information in response to legal process, so that they have an opportunity to object, unless we are prohibited by law or a court order from doing so, or unless we believe on reasonable grounds that notice would create a risk of injury, death, destruction of evidence or harm to a child. Where a non-disclosure obligation is time-limited, we will notify the customer when it expires.

5. Preservation and emergency requests

Preservation

Law enforcement may request preservation of records pending legal process. Send the request to the address above, identify the account precisely, and we will preserve a snapshot of what exists at that moment for 90 days, extendable once on request. Preservation is not production; a valid legal instrument is still required.

Emergencies

If a request relates to an emergency involving an imminent risk of death or serious physical injury, write to Info@messagefuel.com with “EMERGENCY DISCLOSURE REQUEST” in the subject line and describe the nature of the emergency, the risk, and the specific information needed to address it. We review these promptly and may disclose information voluntarily where we believe in good faith that the emergency requires it.

6. Responses, objections and costs

We review each request and produce only what a valid instrument actually reaches. We may object to, narrow, or seek to quash a request that is overbroad, unduly burdensome, procedurally defective, or that conflicts with applicable law — including a request from outside the United States that is not made through an applicable treaty or agreement.

We may seek reimbursement of the reasonable costs of responding where the law permits it, and will tell you before incurring them.

7. Requests that belong elsewhere

• Copyright or trademark complaints go to our designated agent under the Copyright and Trademark Policy.
• Unwanted messages — to stop receiving them, reply STOP to a text or unsubscribe from an email; to report a sender, see the Acceptable Use Policy. Neither needs a lawyer.
• Privacy rights requests — access, correction or deletion of your own personal information — are handled under the Privacy Policy, not this page.
• Security vulnerability reports go through the Developer and API Policy.