SMS Service Terms & Conditions

These Terms & Conditions apply to the SMS Service provided by Support Clue.

1. Service Scope

Support Clue provides an SMS Service that allows eligible account owners to send approved Service and Promotional SMS messages through their Support Clue account.

The SMS Service may include approved templates, recipient management, campaigns, SMS credits, message history, delivery status, opt-out management and related features.

2. Acceptance and Activation

By activating or using the SMS Service, the Account Owner confirms that they have read, understood and agreed to these Terms & Conditions.

Activation consent may be recorded along with the account details, consent version, date, time and other security information for compliance and audit purposes.

3. Account Owner and User Responsibility

The Account Owner is responsible for all SMS messages sent through their Support Clue account, including the message content, recipient mobile numbers, recipient selection, purpose, frequency and timing of communication.

The Account Owner is also responsible for actions performed by any authorised Team Leader or Team Member who is permitted to access the SMS Service.

4. DLT, Sender ID and Approved Templates

SMS messages must be sent only through registered sender IDs, approved DLT templates and permitted message categories.

The Account Owner must not modify, misuse or use an approved template for an unauthorised purpose. Service templates must not be used to send promotional offers, cross-selling or unrelated marketing content.

The Account Owner agrees to comply with applicable DLT, TRAI, telecom-provider and government requirements.

Further information is available on the TRAI sender guidance page .

5. Service and Promotional Messages

Service Messages may be used for genuine transaction-related or service-related communication with existing customers or users.

Promotional Messages may include lawful offers, discounts, announcements or marketing communication and must follow applicable consent, preference and opt-out requirements.

Promotional messages may be subject to permitted sending hours, recipient limits, provider restrictions and other system controls.

6. Recipient Consent and Opt-Out

The Account Owner must obtain and maintain all required consent, permission and records before sending Promotional SMS messages.

The Account Owner must respect DND preferences, consent withdrawals, opt-out requests and applicable recipient preferences.

The Account Owner must not send messages to recipients who have opted out or requested that communication be stopped.

Numbers added to the Support Clue opt-out list may be blocked from receiving further messages through the SMS Service.

7. Prohibited Use and Content

The SMS Service must not be used for:

• Spam or unsolicited communication
• Fraud, scams or deceptive messages
• Illegal products, services or offers
• Misleading or false claims
• Abusive, threatening or offensive content
• Unauthorised financial or investment schemes
• Adult or unlawful content
• Harassment or repeated unwanted messages
• Content that violates another person’s rights
• Any activity prohibited by law or telecom regulations

8. Legal Responsibility for Complaints

If any recipient, telecom operator, regulatory authority, government department or other person raises a complaint, notice, claim or legal proceeding regarding an SMS sent through the Account Owner’s account, the Account Owner shall be primarily responsible for responding to, handling and resolving that complaint or proceeding.

The Account Owner must provide explanations, consent records, recipient details, message details and other required information within the time requested by Support Clue, the SMS provider, telecom operator or relevant authority.

Support Clue may cooperate with the SMS provider, telecom operator, regulator or law-enforcement agency and may share relevant account, message, recipient, consent, delivery and complaint records where required by law or a valid official request.

9. Indemnity

To the maximum extent permitted by applicable law, the Account Owner agrees to defend, indemnify and hold harmless Support Clue, its owner, employees, representatives, service providers and partners from claims, losses, penalties, liabilities, costs and expenses arising from:

• Unwanted or unsolicited SMS messages
• Missing or invalid recipient consent
• Violation of DLT, TRAI or telecom requirements
• Misuse of approved templates or sender IDs
• Illegal, misleading or prohibited content
• Unauthorised use of personal data
• Any campaign or message sent through the Account Owner’s account

This clause does not remove any legal responsibility that cannot be excluded under applicable law.

10. SMS Credits and Wallet Charges

SMS credits may be consumed according to the length and number of messages sent. A single SMS may require more than one credit if it exceeds the applicable character limit.

Credits may be reserved, deducted or refunded according to the applicable system rules. Invalid, duplicate, blocked, opted-out, failed or undeliverable recipients may be handled according to the SMS Service rules and provider response.

Payments for credits or other SMS-related services may be processed through Razorpay or another third-party payment provider.

11. Delivery and Availability

Support Clue does not guarantee that every SMS will be delivered, delivered immediately or received by the intended recipient.

Delivery may be affected by network conditions, DND filtering, telecom restrictions, provider failure, incorrect mobile numbers, device settings, server maintenance, technical errors or other circumstances beyond reasonable control.

12. Customer and Recipient Data

The Account Owner is responsible for ensuring that customer, vendor, employee and recipient mobile numbers are collected, used and retained lawfully.

The Account Owner must obtain any required notice or consent before uploading or using personal information through the SMS Service.

Support Clue’s Privacy Policy also applies to the handling of information through the website and SMS Service.

13. Third-Party Services

The SMS Service may depend on third-party services, including SMS providers, telecom operators, DLT platforms, payment gateways, banks, UPI services, hosting providers and other technology providers.

Their separate terms, policies, restrictions and service conditions may also apply.

14. Suspension or Termination

Support Clue may pause, restrict, suspend or terminate SMS access, campaigns, credits or the Account Owner’s SMS Service if it receives a complaint or reasonably suspects spam, unlawful content, missing consent, DLT violation, misuse, fraud, unauthorised activity or payment failure.

Support Clue may take such action without advance notice where necessary to protect recipients, the platform, the SMS provider or regulatory compliance.

15. Records and Cooperation

Support Clue may maintain records relating to activation consent, campaign consent, templates, recipients, opt-outs, credits, delivery status, message logs and account activity.

The Account Owner agrees to cooperate with reasonable compliance, complaint or investigation requests relating to messages sent through their account.

16. Changes to These Terms

Support Clue may update these Terms & Conditions when its services, business practices, provider requirements or applicable laws change.

The updated version will be published on this page with a revised version or update date. Continued use of the SMS Service after an update means that the Account Owner accepts the revised terms, subject to applicable law.

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