Terms of service

1. The service

TextSend is a Zendesk Support application that lets agents send and receive SMS/MMS from any Zendesk ticket, using your own Twilio account. TextSend routes inbound messages to the correct ticket, records a private transcript, reports delivery status, and enforces opt-out requests.

TextSend does not provide telecom carriage itself. All SMS/MMS is sent and received through Twilio, a service you contract with directly.

These terms are between you and Ampliat LLC.

2. Your accounts with Zendesk and Twilio

• TextSend is installed through the Zendesk Marketplace and requires a working Twilio account with at least one SMS/MMS-capable number.
• A 14-day trial is offered, one trial per Zendesk account, subject to the Zendesk Marketplace's cooldown policy on repeat trials.
• You remain bound by your own agreements with Zendesk and with Twilio.

3. Your responsibilities and acceptable use

You, not TextSend, are responsible for:

• Lawful consent to message every recipient, and compliance with the consent, marketing, and telecom regulation that applies to your use case.
• Compliance with Twilio's Acceptable Use Policy and Messaging Policy, and with your own agreement with Twilio. TextSend does not review or pre-approve message content or use cases.
• Carrier rules, including content and volume restrictions carriers impose independently of Twilio or TextSend.
• A2P 10DLC (or equivalent) registration for your own Twilio numbers where the destination market requires it to send SMS. TextSend does not perform registration. Its diagnostics report the brand and campaign state Twilio holds for your account, read with your own credentials. That report is a convenience, not an assurance: it shows what Twilio said when asked, it can only say that it could not ask, and it does not make TextSend responsible for you obtaining or maintaining registration.
• The content you send. TextSend relays messages; it does not author, review, or moderate them.

TextSend will decline or suspend service for a customer whose use case is primarily bulk marketing, prohibited content, or regulated messaging that requires assurances TextSend does not provide.

4. No guaranteed delivery

TextSend relays messages through Twilio's network and reports the delivery status Twilio provides. TextSend does not guarantee message delivery, delivery time, or carrier acceptance. Delivery failures caused by carrier filtering, invalid numbers, opt-outs, Twilio account issues, or A2P registration gaps are outside TextSend's control.

5. Fees and billing

• Plans: Starter, $49 per account per month, up to 2 enabled numbers; Pro, $99 per account per month, up to 15 enabled numbers. Both include unlimited agents, with no per-agent charge.
• TextSend will not turn on more numbers than your plan allows; turning on more requires upgrading your plan. After a downgrade, the most recently set up numbers above the new limit keep receiving but cannot send until enough are turned off.
• You subscribe through the Zendesk Marketplace checkout. Your card is charged through Stripe, in TextSend's own Stripe account connected to the Zendesk Marketplace. TextSend does not handle card details directly and does not store payment instrument data.
• Prices are in US dollars. Sales tax or VAT is calculated at checkout by Stripe Tax wherever TextSend is registered to collect it, and is shown on your invoice.
• To change plan, use your Zendesk app subscription settings. The amount shown at checkout and on your invoice is what you pay, including any prorated credit or charge. TextSend applies the new plan's number limit at its next daily billing check after Zendesk reports the change.
• On request within 14 days of the account's first charge, every charge from those days is refunded in full, together, once per account. A charge made in error or duplicated is refunded at any time. A refund other than to correct an error or a duplicate cancels the subscription; uninstall the app to stop further charges. Ask at support@textsend.app. TextSend issues refunds itself, through Stripe.

6. No compliance warranty

TextSend is a communications utility, not a compliance service. TextSend does not claim HIPAA compliance, SOC 2 certification, legal consent certification, or guaranteed message delivery. You remain responsible for consent, Twilio policies, carrier rules, A2P registration, and the content you send.

TextSend does not represent, and these terms do not claim, that TextSend is HIPAA compliant, SOC 2 certified, or otherwise legally certified for any regulated use case. If you require such assurances, you must independently evaluate whether TextSend meets your obligations before using it.

7. Suspension and termination

• When a subscription is expired or unpaid, the installation becomes read-only and stops sending, rather than being silently disabled without notice.
• TextSend will decline or suspend service for the use cases described under "Your responsibilities and acceptable use".
• To cancel your subscription, uninstall the app: that is the cancellation the Zendesk Marketplace documents. When billing stops follows the Zendesk Marketplace's own billing rules.
• Deletion usually starts about a week (7 to 8 days) after the app is removed, and always within 30 days of removal: TextSend checks daily and starts 7 days after it first sees the app missing. When deletion starts, TextSend deletes your Twilio and Zendesk credentials and stops all processing. The remaining account metadata (routes, message status and IDs, phone numbers used for routing) is purged within 30 days after deletion starts. The privacy policy has the full retention table.

8. Support

Support is by email or ticket only. There is no phone support, live chat, or customer meetings for the Starter plan. Pro has a one-business-day target response time; Starter has a two-business-day target response time. Support does not include custom code, data migrations, campaign design, consent review, or Twilio registration services.

Contact: support@textsend.app. See the support page for more.

9. Availability and incidents

TextSend aims for high availability but does not guarantee uninterrupted service. Outages at TextSend's hosting provider, Twilio, or Zendesk are handled under TextSend's operational incident procedures.

10. Limitation of liability

To the extent the law allows, TextSend's total liability arising out of or relating to these terms or the service is limited to the fees you paid TextSend in the 12 months before the claim.

11. Changes to these terms

Material changes will be reflected on this page with an updated "Last updated" date.

12. Governing law

These terms are governed by the laws of Pennsylvania, and the courts of Pennsylvania have jurisdiction over any dispute arising from them.

Legal notices to TextSend go by email to support@textsend.app.