Terms of Service

Last Updated: February 6, 2026

1. Acceptance of Terms

Welcome to ConvoHQ, a product of Mednosis LLC. These Terms of Service ("Terms") govern your access to and use of the ConvoHQ platform. By accessing or using ConvoHQ, you agree to be bound by these Terms. If you do not agree to these Terms, you may not access or use our services.

2. Description of Service

ConvoHQ is an omnichannel messaging platform that integrates with Twilio to allow businesses to manage customer conversations across multiple channels including SMS, MMS, WhatsApp, Facebook Messenger, and voice calls. Our platform offers conversation management, A2P 10DLC campaign registration, consent tracking, and compliance tools.

3. Account Registration and Requirements

To use ConvoHQ, you must:

• Create an account with valid, accurate, and complete business information.
• Complete A2P 10DLC registration if using SMS/MMS messaging services.
• Be at least 18 years old and authorized to bind your organization.
• Keep your account credentials secure and confidential.
• Maintain accurate contact information for compliance notifications.

You are responsible for all activities that occur under your account. You must notify us immediately of any unauthorized use of your account.

4. Payments and Billing

ConvoHQ offers various subscription plans. By subscribing to our services, you agree to pay the applicable fees. All payments are processed securely through our payment processors. Subscription fees are non-refundable except as required by law.

ConvoHQ operates as a Twilio Independent Software Vendor (ISV). Messaging costs are billed through ConvoHQ based on your usage. You agree to pay all carrier fees, A2P 10DLC registration fees, campaign fees, and per-message surcharges as applicable.

5. SMS/MMS Messaging Compliance

This section applies to all customers using SMS, MMS, or other text messaging services through ConvoHQ.

5.1 A2P 10DLC Registration Requirement

You acknowledge that A2P (Application-to-Person) messaging via 10-digit long code (10DLC) phone numbers requires registration with The Campaign Registry (TCR) and carrier networks. You agree to:

• Complete A2P 10DLC brand and campaign registration before sending any messages.
• Provide accurate business information including legal business name, EIN/Tax ID (verified against IRS records), and physical address.
• Accurately describe your messaging use case and sample messages.
• Maintain registration compliance at all times while using messaging services.

As of 2026, unregistered 10DLC traffic is 100% blocked by carriers. ConvoHQ cannot deliver messages for unregistered campaigns.

5.2 Consent Collection Requirements

Effective January 27, 2026, the FCC requires "One-to-One" consent. You must:

• Obtain explicit, written opt-in consent from each recipient before sending any message.
• Collect consent separately for each brand (no bundled or blanket consent across multiple brands).
• Record and retain consent evidence including timestamp, IP address, consent language, and the specific brand/campaign consented to.
• Retain consent records for a minimum of 10 years (Virginia TCPA requirement).
• Maintain a live, publicly accessible opt-in page that clearly discloses messaging frequency, message types, and opt-out instructions.
• Honor all opt-out requests within 24 hours.

5.3 Message Content Requirements

All messages sent through ConvoHQ must:

• Include opt-out instructions (STOP, QUIT, UNSUBSCRIBE, or equivalent) in promotional messages.
• Include clear identification of your business or brand.
• Not contain URL shorteners (Bitly, TinyURL, etc.) which are blocked by carriers.
• Be sent only during permissible hours (8 AM - 8 PM in the recipient's local time zone).
• Match the use case category registered with your campaign.
• Not be deceptive, misleading, or contain false claims.

5.4 Prohibited Content (SHAFT and Restricted Industries)

You may NOT use ConvoHQ messaging services for any content related to:

• Sex/Adult Content: Adult entertainment, escort services, dating services, sexually explicit content.
• Hate/Violence: Hate speech, harassment, threats, extremist content.
• Alcohol: Alcohol sales, breweries, distilleries, bars, or alcohol promotion.
• Firearms: Guns, ammunition, weapons, or related products.
• Tobacco: Cigarettes, cigars, vaping products, e-cigarettes, nicotine products.
• Cannabis/CBD: Marijuana, hemp, CBD products, dispensaries (regardless of state legality).
• Gambling: Casinos, sports betting, lottery, poker, gambling promotions.
• High-Risk Financial Services: Payday loans, debt collection, debt relief, credit repair, get-rich-quick schemes, multi-level marketing.
• Pharmaceuticals: Prescription medications, unverified pharmacy services.
• Lead Generation: Third-party lead generation, affiliate marketing without proper disclosure.

Attempting to send prohibited content will result in immediate campaign suspension and potential account termination.

5.5 Anti-Evasion Policy

You agree not to engage in any practices designed to evade carrier filters or compliance requirements, including:

• Snowshoeing: Rotating phone numbers to distribute traffic and avoid detection.
• Number Pooling: Using multiple numbers to circumvent throughput limits.
• Content Manipulation: Altering message content to evade filters.
• False Registration: Providing false information in A2P registration.

Violation of anti-evasion policies results in immediate campaign termination, permanent carrier blocking, and potential FCC enforcement action with fines up to $10,000 per message.

6. Acceptable Use

You agree not to use ConvoHQ to:

• Violate any applicable laws or regulations including TCPA, CTIA guidelines, and state-level telemarketing laws.
• Send spam, unsolicited messages, or engage in abusive communication practices.
• Send messages to recipients who have not provided explicit opt-in consent.
• Transmit malware, viruses, or other harmful code.
• Infringe on intellectual property rights or other proprietary rights.
• Harass, abuse, or harm another person or entity.
• Attempt to gain unauthorized access to any part of the platform.
• Use the platform for any illegal purpose or in violation of export laws.

7. Indemnification

You agree to indemnify, defend, and hold harmless Mednosis LLC ("ConvoHQ"), its parent companies, subsidiaries, affiliates, officers, directors, employees, agents, licensors, and service providers from and against any and all claims, damages, losses, liabilities, costs, and expenses (including reasonable attorneys' fees) arising out of or related to:

• Your use of ConvoHQ or any messaging services.
• Your violation of these Terms or any applicable law or regulation.
• Your violation of A2P 10DLC registration requirements, TCPA, FCC rules, or carrier policies.
• Any fines, penalties, or enforcement actions imposed by carriers, TCR, FCC, FTC, or any regulatory body.
• Any claims from recipients of messages you sent, including spam complaints, harassment claims, or privacy violations.
• Your failure to obtain or maintain proper consent records.
• Any content you transmit through the platform.
• Your infringement of any third-party rights.

This indemnification obligation shall survive termination of your account and these Terms.

8. Fee Pass-Through and Penalties

You agree that any of the following fees or penalties assessed to ConvoHQ as a result of your messaging practices will be passed through to you, plus a $100 administrative processing fee per incident:

• Carrier surcharges, campaign rejection fees, or re-vetting fees.
• TCR registration fees, brand appeal fees, or campaign modification fees.
• FCC fines, FTC penalties, or state attorney general enforcement actions.
• Carrier-imposed fines for spam, prohibited content, or policy violations.
• Legal fees incurred in responding to complaints arising from your messaging.

Such fees will be invoiced separately and are due within 15 days of invoice date.

9. Audit Rights

ConvoHQ reserves the right to audit your messaging practices, consent records, opt-in pages, and campaign content at any time to ensure ongoing compliance with A2P 10DLC requirements, TCPA, and these Terms. You agree to:

• Provide access to consent records upon request within 48 hours.
• Maintain accurate and complete records of all opt-in consent.
• Cooperate with any carrier, TCR, or regulatory audit requests.
• Promptly remedy any compliance deficiencies identified in an audit.

10. Suspension and Termination

We may immediately suspend or terminate your account and access to ConvoHQ, without prior notice, if:

• Carriers report spam complaints exceeding 0.3% of your message volume.
• Your campaign is flagged for prohibited content or policy violations.
• You fail a compliance audit or cannot produce consent records.
• Snowshoeing, number rotation, or other anti-evasion tactics are detected.
• You provide false information in your A2P registration.
• A carrier, TCR, or regulatory body requests suspension.
• You violate any provision of these Terms.

Upon termination for compliance violations, no refunds will be provided, and you remain liable for any penalties, fees, or damages incurred.

11. Content and Data Ownership

You retain ownership of all content and data you provide to or transmit through ConvoHQ. However, you grant us a license to use this content as necessary to provide our services, including compliance monitoring and carrier reporting.

We claim no ownership over your customer relationships, message templates, or business information.

12. Third-Party Services

ConvoHQ integrates with Twilio and operates as a Twilio ISV partner. Your use of messaging services is also subject to Twilio's Acceptable Use Policy, Messaging Policy, and Terms of Service. You agree to comply with all Twilio policies in addition to these Terms.

We may also integrate with other third-party services. Your use of these services is subject to their respective terms and policies. We are not responsible for the practices of third-party services.

13. Disclaimer of Warranties

ConvoHQ is provided "as is" and "as available" without warranties of any kind, either express or implied. We do not guarantee that:

• The platform will be uninterrupted, error-free, or secure.
• Your A2P registration will be approved by carriers.
• Messages will be delivered to all recipients.
• The platform will meet your specific requirements.

Message delivery is subject to carrier network conditions, recipient device status, and compliance with registration requirements. We are not liable for undelivered messages.

14. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, MEDNOSIS LLC SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO:

• Loss of profits, revenue, business opportunities, or data.
• Carrier blocking, campaign suspension, or registration rejection.
• Undelivered messages or messaging delays.
• Third-party claims arising from your messaging practices.

OUR TOTAL LIABILITY FOR ANY CLAIMS ARISING FROM THESE TERMS OR YOUR USE OF CONVOHQ SHALL NOT EXCEED THE TOTAL FEES YOU PAID TO US IN THE TWELVE (12) MONTHS PRECEDING THE CLAIM.

15. Dispute Resolution

Any disputes arising from these Terms shall be resolved through binding arbitration administered by the American Arbitration Association in accordance with its Commercial Arbitration Rules. The arbitration shall take place in New Jersey. You waive any right to participate in a class action lawsuit or class-wide arbitration.

16. Governing Law

These Terms shall be governed by the laws of the State of New Jersey, without regard to its conflict of law provisions. You consent to the exclusive jurisdiction of the state and federal courts located in New Jersey.

17. Changes to Terms

We may modify these Terms at any time. We will provide notice of material changes by posting the updated Terms on our website, through the platform, or via email. Your continued use of ConvoHQ after such changes constitutes acceptance of the modified Terms.

18. Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions shall continue in full force and effect.

19. Entire Agreement

These Terms, together with our Privacy Policy and any supplemental terms or policies, constitute the entire agreement between you and Mednosis LLC regarding your use of ConvoHQ.

20. Contact Information

If you have any questions about these Terms, please contact us at:

Email: legal@convohq.com
Support: support@convohq.com
Address: Mednosis LLC, 69 Princeton Hightstown Rd, Princeton Junction, NJ 08550

Appendix A: A2P 10DLC Compliance Summary

This summary is provided for convenience. The full Terms above govern your use of ConvoHQ.