Terms of service

Draft of 16 October 2026

These terms cover your use of CaptiFi Connect: the website at captificonnect.co.uk, the dashboard and the API (together, "the service"). Please read them before you create an account. By creating an account or using the service, you accept them on behalf of the business you represent.

1. Who we are

CaptiFi Connect is run by CaptiFi Connect Ltd, a company registered in [England and Wales] with company number [company number], whose registered office is at [registered office address]. CaptiFi Connect Ltd is a sister company of CaptiFi Ltd.

In these terms, "we", "us" and "our" mean CaptiFi Connect Ltd, and "you" means the business that holds the account. You can reach us at hello@captificonnect.co.uk, or at support@captificonnect.co.uk for help with your account.

2. The service is for businesses

The service is for businesses and other organisations, and you must not use it as a consumer. Whoever accepts these terms confirms that they have authority to do so for the business.

3. What the service does

The service lets you send text messages (SMS) to mobile numbers in the United Kingdom, Guernsey, Jersey and the Isle of Man, and receive replies, through the dashboard or the REST API. It includes contacts, lists and CSV import, templates with merge fields, campaigns sent straight away or scheduled, a two-way inbox, opt-out handling, sender names, delivery reports and webhooks.

We decide how each text reaches the mobile networks. Depending on the text, that may be through mobile connections we run ourselves or through third-party SMS providers. Some features depend on the route: for example, nobody can reply to a text sent from a sender name.

Delivery depends on the mobile networks and the recipient's phone. We pass texts to the networks promptly, but we can't promise that a text will be delivered, or delivered by a particular time. Delivery reports come from the networks and can be late or missing.

We may change, add or remove features. If a change takes away something you rely on, we'll tell you in advance where we reasonably can.

4. Your account

You need an account to use the service. Give us accurate details when you sign up and keep them up to date.

We check every new account before it can send texts. We may ask for more information about your business and how you plan to use the service, and we may decline to approve an account. Until we approve it, you can set the account up and use test API keys, which send nothing.

You're responsible for everything done through your account and your API keys. Keep passwords and keys secure, give access only to people who need it, and revoke any key you think has been exposed. If you think someone has got into your account, tell us straight away at support@captificonnect.co.uk.

5. Sender names

You can ask to send from an alphanumeric sender name. We review every request and may refuse it. We won't approve a name that imitates another brand or organisation or a public body, or a name you have no right to use, and we may withdraw approval if a name is misused. People can't reply to a text sent from a sender name.

6. Credits, charges and refunds

The service runs on prepaid credit. You buy credit in advance, and sending texts uses it.

One credit is one SMS part to a UK number. A text of up to 160 plain characters is one part. Longer texts, and texts with characters that need Unicode (such as emoji), are split into more parts and use more credits. The dashboard shows the number of parts before you send.
Texts you receive, such as replies, are free.
We don't charge for texts we refuse before sending, for example to an invalid number, a destination we don't support or a number on your opt-out list.
If a text fails before it leaves us, we refund its credit. If you cancel a scheduled text before it's sent, we refund its credit too.
We don't refund texts that left us and were then not delivered by the network.

Prices for credit are set out in our published price list or in a quote we give you. [Credit packs and prices to be published] [VAT wording to be confirmed] Until card payments are available in the dashboard, we add credit to your account once we've received your payment.

Your balance, and every top-up, send, refund and adjustment, is shown in the billing ledger in the dashboard. If we add credit by mistake, or a payment is reversed, we may correct the balance.

[Whether credit expires, and whether unused credit is refunded when an account closes, to be confirmed]

7. Your responsibilities as the sender

You are the sender of every text sent from your account. You're responsible for what it says and for having the right to send it. In particular:

Under the Privacy and Electronic Communications Regulations 2003 (PECR), you may send a marketing text only to someone who has consented to receive it, or who is covered by the soft opt-in: a person who bought from you or negotiated to buy from you, who is texted about your own similar products or services, and who was given a simple way to opt out when you collected their number and in every message since.
Every marketing text must say who it is from and give a simple way to opt out. We add an opt-out line to campaign texts by default, and you must not remove it from marketing texts.
When someone opts out, stop sending them marketing texts. Numbers that text STOP go on your account's opt-out list automatically. Only take a number off that list if the person has asked to hear from you again.
Under UK GDPR and the Data Protection Act 2018, you are the controller of the personal data you upload to or send through the service, such as your contacts and the content of your texts, and you must have a lawful basis for using it. We process that data for you as your processor, under our data processing agreement [data processing agreement to be added].
You must follow our acceptable use policy and any other law or rules that apply to your texts, including consumer protection law and the rules for your sector.

8. Acceptable use

Our acceptable use policy sets out what the service must not be used for, including spam, phishing, impersonation, harassment, illegal content and texting people without their consent. It forms part of these terms.

9. Suspension and closing an account

We may suspend your account, or hold or refuse to send texts, straight away and without notice if:

we reasonably believe you have broken these terms or the acceptable use policy;
your texts are drawing complaints, or a mobile network or SMS provider asks us to stop them;
we need to in order to comply with the law, or with a request from a regulator or the police;
we reasonably suspect fraud, or a security problem with your account; or
you haven't paid an amount you owe us.

Where we can, we'll tell you why, and what you need to do to put it right.

You can close your account at any time by emailing support@captificonnect.co.uk. We can close your account by giving you [30] days' notice by email, or straight away if you have seriously or repeatedly broken these terms.

Once an account is closed, it can no longer send texts or use the API. We delete or return data as our privacy notice and data processing agreement describe. [What happens to unused credit on closure to be confirmed]

10. Our liability to you

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited or excluded under the law of England and Wales.

Subject to that:

we are not liable for any loss of profit, revenue, business, goodwill or anticipated savings, or for any indirect or consequential loss;
we are not liable for texts that are delayed or not delivered because of the mobile networks, the recipient's phone or anything else outside our reasonable control; and
our total liability to you under or in connection with these terms in any 12-month period is limited to the amount you paid us in that period [cap to be confirmed].

We provide the service as these terms describe it. Any terms implied by law are excluded as far as the law allows.

11. Your liability to us

You will compensate us for reasonable losses and costs, including legal costs, that we suffer because of a claim by someone else arising from the content of your texts, your use of contact data, or your breach of these terms, PECR or data protection law.

12. Data protection

Our privacy notice explains how we use personal data about you and the people who use your account. For contact data and message content you send through the service, we act as your processor under our data processing agreement.

13. Changes to these terms

We may update these terms. We'll email the address on your account at least [30] days before a change takes effect, unless the change is needed sooner for legal or security reasons. If you don't agree with a change, you can close your account before it takes effect.

14. General

These terms, the acceptable use policy, our privacy notice and the data processing agreement make up the whole agreement between us about the service.
You can't transfer your rights under these terms without our written agreement. We may transfer ours to a company in our group or to a buyer of our business, and we'll tell you if we do.
If a court decides that part of these terms can't be enforced, the rest still applies.
If we don't enforce a right straight away, we can still enforce it later.
Neither of us is responsible for delays or failures caused by events outside our reasonable control.
Nobody else has a right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999.

15. Governing law

These terms, and any dispute about them or the service, are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

16. Contact

Questions about these terms: hello@captificonnect.co.uk. Help with your account: support@captificonnect.co.uk. Post: CaptiFi Connect Ltd, [registered office address].