Acceptable Messaging Policy

PayPathIQ may be used only to contact a client's existing customers or members about an existing account. Permitted messages include invoice and statement notices, payment reminders, payment links, payment confirmations, payment plan updates, and replies to the customer's own enquiries.

Clients must not use PayPathIQ to send:

• marketing, promotional, or advertising content of any kind, including offers, cross-selling, surveys, or competitions;
• messages to purchased, rented, scraped, or shared contact lists, or to anyone who is not the client's own customer or member;
• content that is false, misleading, threatening, harassing, or that suggests legal action the client does not intend to take;
• details of a person's account or debt to anyone other than that person or their authorised representative;
• links through public URL shorteners or to any domain other than PayPathIQ's own payment pages and the client's own website; or
• sensitive personal data such as health information, or full card or bank details.

Before contacting a customer through PayPathIQ, the client must have a lawful basis to do so and must have told the customer, in its terms or privacy notice, that it may contact them by SMS, email, phone, or post about their account. The client must be able to show this to us on request.

• Every message must make clear which business it is sent for.
• SMS is sent under a sender name registered with ComReg: either PayPathIQ or a name for the client's business.
• A sender name for a client is used only after the client confirms its legal name and company number, that the name is registered with ComReg, and that it authorises PayPathIQ to send on its behalf.
• Sender names must not imitate another business, a public body, or a bank.

Customers can ask the client, or us, to stop contact by any channel. PayPathIQ records each opt-out against the contact and the channel, and blocks further messages on that channel automatically. Clients must not work around an opt-out by switching sender name, number, or address.

Messages and calls go out only within the contact hours set for each client, and at a frequency that is reasonable for the account concerned. Clients must not use repeated contact to pressure or harass a customer.

Callers must identify themselves and the business they call for. If a call is recorded, the customer must be told at the start of the call.

We check outbound messages automatically, including blocking links to domains that are not allowed. We may delay, block, or suspend messages, sender names, or accounts that break this policy, and we may report unlawful use to the relevant authority or network operator.

If you received a message through PayPathIQ that you think breaks this policy, email support@paypathiq.com with the sender name and the date you received it.