Terms of Service

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1. Who we are

HantarSMS ("we", "us") provides a bulk SMS delivery service to customers sending to Malaysian mobile numbers. By creating an account you ("the customer") agree to these terms.

2. Your account

• You are responsible for keeping your login credentials secure and for all activity under your account.
• Account credit is prepaid, denominated in Malaysian Ringgit, and applied manually by us after payment.
• Credit has no expiry date but is not transferable between accounts and is not redeemable for cash.

3. Charges

• You are charged per SMS segment submitted, at the rate shown in your dashboard at the time of sending.
• A segment is 156 characters for GSM-7 encoded messages, or 65 characters where the message contains any character requiring Unicode encoding.
• Messages that fail to submit to the upstream network are refunded to your credit balance automatically.
• Messages successfully submitted are not refundable, including where the mobile operator subsequently filters, delays or discards them. See section 5.

4. Your responsibilities as sender

You are the sender of every message submitted through your account. You are solely responsible for:

• Having a lawful basis under the Personal Data Protection Act 2010 (PDPA) for processing recipients' personal data.
• Obtaining recipient consent where required, and honouring opt-out requests promptly.
• The accuracy, legality and content of every message you send.
• Ensuring your recipient lists were lawfully obtained. Purchased, scraped or third-party lists are used at your own risk.

5. Delivery is not guaranteed

We submit your messages to Malaysian mobile network operators. We do not control those networks. Operators apply their own content filtering and may delay, reject or silently discard messages without notifying us or you, and delivery receipts may not accurately reflect handset arrival.

We therefore make no guarantee of delivery, delivery time, or delivery rate. We strongly recommend testing a small paid batch before any large campaign. No refund is due for messages successfully submitted but not delivered by the operator.

6. Acceptable use

You may not use the service to send:

• Content that is unlawful under Malaysian law, or that promotes unlawful activity.
• Fraudulent, deceptive or phishing messages, including messages impersonating a bank, government agency, delivery company or any other party.
• Messages to recipients who have opted out or who never consented.
• Content that infringes a third party's rights.

We may review message content submitted through the service. We may refuse, suspend or terminate any account we reasonably believe is in breach of this section, without prior notice and without refund of credit used. Where an account is terminated for breach, we may withhold remaining credit to cover costs, penalties or claims we incur as a result.

7. Suspension and termination

You may stop using the service at any time. We may suspend the service where required by an upstream provider, network operator or regulator, or where we reasonably believe continued service creates legal or operational risk. Where we terminate without cause, unused credit is refundable on request.

8. Liability

To the extent permitted by law, our total liability arising from the service is limited to the amount of credit you have paid us in the three months preceding the event giving rise to the claim. We are not liable for indirect or consequential loss, including lost profits, lost business or reputational harm.

You indemnify us against claims, penalties and costs arising from your use of the service, including regulatory action or third-party claims relating to messages you send.

9. Changes

We may update these terms. Continued use after an update constitutes acceptance. Material changes will be notified to your registered email.

10. Governing law

These terms are governed by the laws of Malaysia.

11. Contact

Questions about these terms: message us on WhatsApp.

Note: this document is provided in good faith as a plain-language statement of how the service works. It is not legal advice and has not been reviewed by a Malaysian lawyer.