These terms govern your use of Frostwood Bulk SMS, provided by Frostwood Limited ("Frostwood", "we"). By creating an account you accept them on behalf of your organisation.
1. Accounts
- You must give accurate details and keep your sign-in secure. You are responsible for what your team members and API keys do.
- We review new organisations before they can buy credits or send messages. We may set sending limits and ask for documents.
2. Credits and payments
- Credits. Credits are prepaid. One credit sends one SMS segment to one recipient. Credits do not expire.
- Prices. The price of an order is fixed at checkout. Paybill top-ups of any amount buy credits at the best price the amount reaches, and amounts below the price of one credit are carried to your next top-up.
- When credits are added. Only after Safaricom confirms the payment.
- When credits are used. When the network supplier accepts a message. Messages rejected before acceptance return their credits. Delivery to the handset is not guaranteed.
- Free credits. New accounts receive free credits when their first sender ID is approved. They have no cash value.
- Sender ID fees. Sender IDs carry a one-time setup fee for each network, shown before you apply. Paying the fee does not guarantee approval.
- Refunds. Refunds follow our Refund Policy.
3. Acceptable use
- Consent. Message only people who have agreed to hear from you or with whom you have a lawful relationship. Keep a record of their consent.
- Promotional messages. They are sent only between 6:00 am and 6:00 pm East Africa Time and always carry opt-out instructions. Honour every opt-out promptly.
- Content. No unlawful, fraudulent, misleading, hateful or abusive content. No impersonation, phishing, betting or other content requiring a licence you do not hold, and no adult content.
- Sender IDs. Use only sender IDs approved for your organisation.
- The law. Comply with the Kenya Information and Communications Act and its consumer protection regulations, the Data Protection Act, 2019, and the Computer Misuse and Cybercrimes Act, 2018.
We may pause a campaign or suspend an account to investigate complaints, abuse or a regulator's request. Where we can, we tell you why.
4. Your data
You remain the controller of your contacts and messages and we process them on your instructions, as described in our Privacy Policy. You can export your contacts at any time.
5. Service
We aim for high availability but do not promise a delivery rate or instant delivery. Network and supplier conditions affect delivery. Planned maintenance is announced in the dashboard.
6. Liability
To the extent the law allows, our total liability for any claim is limited to the amount you paid us for credits in the three months before the claim. We are not liable for indirect losses or for messages delayed or not delivered because of networks or events outside our control.
7. Ending the service
You can close your account at any time from Support. We may end the service with 30 days' notice, or immediately for serious breach of these terms. Unused purchased credits are then refunded under the Refund Policy, except where the account was closed for fraud.
8. Changes and law
We will post changes here and email account owners at least 14 days before significant changes take effect. These terms are governed by the laws of Kenya.