Acceptable use policy

When you text through Loonext, you text through the phone companies and carriers we rely on. Their rules pass through to you, and breaking them hurts delivery for everyone. You accept this policy when you sign up (there's a checkbox), and it is part of our terms of service.

Only text people who have agreed to hear from you, because they texted you first, or asked you in person or by phone to text them. Consent cannot be bought, sold, rented, or transferred from one business to another. If you didn't get the consent yourself, you don't have it.

You may not upload or text numbers from purchased, rented, scraped, or otherwise harvested lists. Importing your own customers whom you have consent to text is fine; importing a list you bought is not. This ban is explicit and non-negotiable.

You may not use Loonext to send content related to SHAFT, sex, hate, alcohol, firearms, or tobacco (including cannabis and vaping), or any of the following:

• High-risk financial offers, payday or short-term loans, debt relief
• Illegal products or services, or content promoting illegal activity
• Deceptive, fraudulent, phishing, or "get rich quick" messaging
• Gambling where prohibited, and prescription-drug marketing
• Malware, or links intended to deceive or harm the recipient
• Harassment, threats, or hateful content toward any person or group

Loonext is a conversational customer-service inbox for service businesses. It is not a platform for bulk marketing blasts, and we don't offer those tools.

Every recipient can opt out at any time by replying STOP (or a similar keyword). Loonext records the opt-out and blocks any further sends to that number until the person opts back in. You may not try to evade opt-outs, no texting from a second number, no "are you sure" follow-ups, no re-adding an opted-out contact.

Your business must be identifiable in your messages. When you start a conversation with a new contact, include your business name so the recipient knows who is texting them. Don't hide or obscure your identity, and don't impersonate another business or person.

Don't attempt to send spam, don't try to route around our rate limits or spending caps, and don't use Loonext to text destinations outside the United States and Canada. We enforce per-account rate limits and destination restrictions to protect the network; working around them is a violation.

We may investigate suspected violations to protect recipients, the network, and our carrier standing. This section says how, because an enforcement power without a written process is one you cannot plan around.

What we look at, and what we do not

Our monitoring is behavioural. It looks at the shape of sending: how far a workspace is above its own ordinary day, how much of that volume goes to numbers it has never contacted before, and whether recipients are opting out at an unusual rate. It does not read your messages for meaning, and we do not use message content to decide any of the steps below.

A signal is not a verdict. A roofer after a storm looks a great deal like a mass marketer, so an unusual pattern raises the case with a person at Loonext. It never triggers an automatic penalty on its own.

The steps, in order

• We ask. We contact the workspace owner describing what we saw and what we need to understand. Most cases end here, because most unusual weeks are just unusual weeks.
• We rate-limit. If sending continues in a pattern we cannot reconcile with the policy, we may slow it while we work it out. Existing conversations keep working.
• We suspend sending. Outbound stops; your inbox, history, and number stay yours and you can still receive. This is a pause, not an ending.
• We terminate. For violations that are deliberate, repeated after contact, or unlawful. Usage already incurred is not refunded.

Each step is decided by a person, on the evidence described above plus whatever you tell us, and we record every action we take. You can reach a human at any step using the contact below, and a suspension we got wrong is lifted.

When we skip steps

We move straight to suspension or termination when a carrier or regulator requires it, when we are given a court order, or when the conduct is unambiguously illegal or is actively harming recipients. We will still tell you what happened and why.

Not sure whether something is allowed? Ask first: support@loonext.com.

Reporting abuse of a Loonext number. Whether you received the message, or you are a carrier acting on a complaint, email the same address with the number and what it sent. Reports are read before ordinary enquiries, and they are not subject to the contact form’s daily limit: one number behaving badly affects delivery for every business on the network, so we would rather hear about it twice than not at all.