Account Suspension & Termination Policy

To maintain system integrity, protect multi-tenant infrastructure, and ensure compliance with messaging laws, CapEngage enforces explicit policies regarding account suspension, restriction, and termination.

CapEngage may temporarily suspend or restrict access to your account under the following circumstances:

1. Payment Delinquency: Failure to pay outstanding invoices or subscription fees after the 7-day dunning grace period. 2. Acceptable Use Policy Violations: Uploading malicious software, unauthorized scraping, or deploying unapproved AI agents. 3. Excessive Spam Complaints or Bounces: Exceeding 0.1% spam complaint rates or 2% hard bounce rates on email broadcasts. 4. Messaging Carrier Blocklisting: WhatsApp WABA account restriction by Meta or SMS carrier blocklisting. 5. Security Threats: Compromised API credentials, account hijacking, or active vulnerability exploitation. 6. Legal Requirement: Formal court order, law enforcement subpoena, or regulatory directive.

• Non-Critical Issues: For payment delays or minor configuration errors, CapEngage will send email notice to the account administrator providing a 7-day cure window to resolve the issue before suspension occurs. • Emergency Security/Spam Suspensions: For severe security threats, active malware distribution, or extreme spam spikes, CapEngage reserves the right to immediately pause campaign dispatches without advance notice, followed by prompt written notification.

During account suspension:

• Outbound campaign broadcasts across Email, WhatsApp, SMS, and Push are paused. • API keys and webhook triggers are disabled. • Dashboard access may be restricted to read-only status for billing resolution. • Customer Data remains safely stored and encrypted during the suspension window.

Upon account termination for cause or non-payment:

1. Customer has thirty (30) days from the effective date of termination to request an export of Customer Data. 2. After 30 days, account records are queued for permanent deletion per our Data Retention Policy.