Acceptable Use Policy

CapEngage is a permission-based customer engagement platform operated by CAPENGAGE TECHNOLOGY SOLUTIONS PRIVATE LIMITED. All communications dispatched through our infrastructure (Email, Push Notifications, SMS, RCS, WhatsApp, In-App) must be sent strictly to end-users who have provided explicit, verifiable consent.

Mandatory Messaging Rules:

• Opt-In Consent: You must obtain explicit opt-in consent prior to dispatching marketing messages across any channel. Purchasing, renting, or scraping email lists or phone databases is strictly prohibited.
• Functional Unsubscribe / Opt-Out Mechanisms: Every commercial email dispatched must contain a working, one-click unsubscribe link. All SMS and WhatsApp campaigns must respect "STOP" or opt-out keywords instantly.
• Sender Identification: Messages must clearly identify your organization as the sender. Headers, subject lines, and sender handles must not be misleading or deceptive.

Customers must strictly comply with all relevant telecommunication and consumer protection statutes across supported messaging channels:

• Email Channels (CAN-SPAM, CASL, GDPR): Accurate physical postal address required in email footers; SPF, DKIM, and DMARC DNS authentication mandatory for custom sending domains.
• SMS & RCS Channels (TCPA, CTIA, TRAI TCCCPR): Strict observance of Quiet Hours (no promotional SMS between 9:00 PM and 9:00 AM recipient local time); registration of Principal Entities and DLT Telemarketer Templates under TRAI rules in India; 10DLC registration in the United States.
• WhatsApp Business API: Compliance with Meta Commerce and Business Policies. Use of unapproved message templates or spamming user handles will result in instant Meta Quality Score downgrades and account suspension.
• Push Notifications (Apple APNs & Google FCM): Mandatory adherence to iOS/Android push consent prompts and developer guidelines. Sending deceptive badge counts or intrusive notifications is prohibited.

CapEngage prohibits the transmission or storage of content associated with the following restricted categories:

• Malware, viruses, ransomware, phishing lures, or malicious code designed to compromise end-user security.
• Deceptive financial schemes, unauthorized cryptocurrency promotions, payday loans, or high-yield investment programs.
• Unlicensed pharmaceutical sales, illegal drugs, or restricted chemical substances.
• Sexually explicit content, adult entertainment, human trafficking, or non-consensual material.
• Hate speech, harassment, defamation, threats of violence, or content encouraging illegal acts.

To protect shared sending IP addresses, domain reputations, and global platform deliverability, CapEngage continuously monitors tenant sending metrics. Accounts exceeding the following thresholds are subject to automated campaign throttling or immediate account suspension:

• Hard Bounce Rate: Must remain below 5.0% of total dispatched messages.
• Spam Complaint Rate: Must remain below 0.1% (1 complaint per 1,000 emails).
• Unsubscribe Rate: High spikes exceeding 1.5% per dispatch will trigger automated quality reviews.
• WhatsApp Quality Score: Dropping to "Low" status for 3 consecutive days will suspend WhatsApp template dispatch.

Customers must interact with our REST and GraphQL APIs within published concurrency limits (standard default limit: 100 requests/second per workspace). You may not attempt to bypass API authentication controls, execute automated vulnerability scans, or launch Denial-of-Service attacks against platform endpoints.