Acceptable Use & Messaging Policy

Last updated: October 16, 2026

This policy binds every workspace, agent, workflow, and AI instruction that uses Pipecove to store people or to contact them. It covers email, SMS, voice, WhatsApp, Messenger, Instagram, LinkedIn posting, lead forms, booking pages, documents, the API, and ads.

If you break it, we can pause messaging, hold or forfeit the wallet to the extent the law allows, or close the workspace.

This is a product rule. It is not a legal opinion about your list. If you are unsure, ask a lawyer before you send.

1. A lawful basis comes first

You may send a commercial email, SMS, or WhatsApp message, or place a marketing call, only if the person has given a valid consent that covers that channel and that sender, or a law that applies to that person clearly allows the message without fresh consent.

You may not buy, rent, scrape, or guess a list and load it into the CRM. You may not hide who is sending. You may not use Pipecove, a carrier, WhatsApp, Facebook, Instagram, or LinkedIn in a way their terms forbid.

Consent means the standard the recipient's law uses. A pre-ticked box is not enough. A sentence buried where the person did not see it is not enough.

The law that applies is the law of the person you contact and the law of the place you operate, not a law we pick for you. Examples businesses often have to read include anti-spam rules, telemarketing registers, and rules for commercial email. If you are not sure the message is lawful for that recipient, do not send it.

2. What every commercial message must show

• Who you are. Your real business name.
• How to reach you. A reply path that works.
• How to stop. A working unsubscribe for email. For SMS, the keywords in section 3.
• A physical address on commercial email where the law requires it.

Templates do not add this for you. Workflows do not add this for you. AI replies do not add this unless your instructions tell them to, and even then you must check.

3. Opt-out

SMS. Honor STOP, UNSUBSCRIBE, CANCEL, END, and QUIT. The first marketing SMS should say the person can reply STOP. After they do, you do not message them again on that number, except a single confirmation if the carrier expects one.

Email. Every commercial email needs a working unsubscribe. Honor it promptly, and inside the deadline the strictest applicable law sets. Do not wait for a longer number if a shorter one applies.

Calls. If someone asks you not to call, you stop. Honor do-not-call lists that apply to the person you are calling.

WhatsApp, Messenger, and Instagram. A person who blocks you, asks you to stop, or cannot be messaged under the platform's rules is not messaged again. Do not move them to SMS to dodge a block. Respect the messaging window.

AI. An opt-out applies to autonomous replies as well as to human ones. Instruct the assistant to stop, and suppress the contact. A model is not an excuse.

4. Social, forms, and booking

Connect only accounts your business administers. Do not publish content that impersonates someone else, that you do not have rights to, or that a network prohibits.

Lead forms and booking pages must say what will happen next if you will contact the person. Do not pre-check consent. Do not describe a form as "just a download" if it enrolls the person in SMS.

The public API is for contacts you have a reason to store. It is not a dump for a purchased list.

5. Documents

Do not upload a file you have no right to store. Do not send a signature request that misstates the document. Do not place another person's signature. Locking a PDF does not make a false document true.

6. Ads and audiences

You may only connect ad accounts and Pages you are allowed to use. Do not upload a custom audience you cannot lawfully use. Follow special-category rules. Housing, employment, credit, and similar categories restrict targeting. AI Ads Manager will not waive those rules, and you must not try to route around them with a "normal" campaign that is really a special-category ad.

Do not promise guaranteed results in ad copy or in an instruction to the advisor. Ad spend is yours, on Meta's terms.

7. Content you may not send or store

• Fraud, phishing, or a fake identity.
• Malware or malicious links.
• Content that is illegal where you send it or where the recipient reads it.
• Harassment, threats, or hate.
• Anything a carrier's acceptable use, WhatsApp's policies, or a platform's community standards prohibit.

8. Keep a record

Store, on the contact, how and when consent was collected. If we receive a complaint, we may ask you for that record. If you cannot produce it, we may pause the campaign. We may also pause on complaint rate, bounce rate, or a carrier or platform notice.

9. Numbers

Identity details you submit to buy a number must be true. Do not reuse another business's documents. A rejected or revoked submission means the number does not go live, or it is taken back. That is not a reason to open a second workspace and try the same documents.

10. Your job

You are solely responsible for the lawfulness of your campaigns, forms, files, and ads wherever a recipient or a viewer sits. We provide the desk. We do not review each message before it sends, and delivery is not a statement that the message was lawful.

11. Reporting

Abuse: abuse@pipecove.com. Questions: support@pipecove.com.