Terms and conditions
The rules for using ZendSMS responsibly.
These terms govern the ZendSMS website, business accounts, API access, sender IDs, prepaid credits and A2P messaging services supplied by Diana Host Limited.
Effective: September 11, 2026Provider and acceptance
ZendSMS is a brand operated by Diana Host Limited under BTRC A2P Enlistment No. BTRC-A2P-23-144. By requesting, purchasing, accessing or using ZendSMS, the customer confirms acceptance of these terms, the applicable quotation or order, Privacy Policy, Refund Policy and any written service schedule.
Business eligibility and KYC
ZendSMS is intended for legitimate organisations and authorised business users. You must provide accurate ownership, identity, trade, tax, billing, sender and contact information, complete required KYC or authorisation checks and promptly update any change. We may refuse activation until checks and required approvals are complete.
Permitted A2P use
The service may be used for approved application-to-person messages such as OTP and account verification, transactional or service notifications, alerts and permission-based promotional communication. Every message must match the approved business purpose, sender ID, template, route and recipient basis.
Recipient consent, DND and opt-out
The customer is solely responsible for establishing a lawful basis to contact each recipient, keeping evidence of consent or an applicable customer relationship, respecting DND and suppression requirements, providing a working opt-out method where required and stopping promotional messages after an opt-out.
Sender IDs, templates and content approval
Masking sender IDs, non-masking routes and message templates may require documents and approval by ZendSMS, mobile operators or authorities. Approval is not guaranteed and may be changed or withdrawn. A customer must not alter an approved purpose, impersonate another party, conceal identity or use an unapproved sender identity.
Prohibited use
You must not use ZendSMS for spam, fraud, phishing, credential or OTP theft, harassment, malware, unlawful gambling, deceptive financial schemes, obscene or unlawful content, discrimination, rights infringement, number harvesting, artificial traffic, SIM-box or grey routing, network interference, or any attempt to bypass operator, security, rate or regulatory controls.
Submission, routing and delivery
A submitted or accepted request does not guarantee delivery. Mobile operators and other networks control final acceptance and delivery. Messages may be segmented, queued, delayed, filtered, rejected, rerouted or remain undelivered because of number status, MNP, device state, content policy, congestion, maintenance, operator action, regulation or events outside our reasonable control. Delivery reports reflect information available from the relevant route and are not proof that a person read or acted on a message.
Rates, segments, taxes and payment
The written quotation, order or account states the applicable rate and validity. Message length, encoding, Unicode, route, operator, MNP treatment and category can change billable segments or charges. BTRC or operator tariffs, VAT, tax and other lawful charges may apply or change. Unless expressly agreed in writing, services are prepaid and credits must be available before submission.
No refunds
Except only where a refund cannot legally be excluded by mandatory law, every payment to ZendSMS is final and non-refundable under all circumstances. This includes unused, expired or partially used credits; failed, delayed, filtered, rejected or undelivered messages; duplicate purchases; sender ID or template rejection; suspended or closed accounts; setup or integration work; network or operator incidents; and a customer’s change of plan. A verified billing error may be corrected as an account adjustment or service credit at our discretion, but creates no right to a cash refund.
Account and API security
You are responsible for all activity under your account and API credentials. Keep credentials secret, limit user access, secure integrations, follow documented rate limits and notify ZendSMS immediately of suspected compromise. We may rotate keys, limit traffic or block requests to protect recipients, networks or the service.
Suspension and termination
We may reject traffic or immediately limit, suspend or terminate access for suspected unlawful or harmful activity, compliance risk, inaccurate KYC, non-payment, chargeback, security threat, excessive complaints, operator or regulatory direction, or breach of these terms. Suspension or termination does not create a refund right, and unpaid charges remain due.
Data protection and confidentiality
Each party must protect non-public information and comply with its applicable privacy and security duties. The customer must minimise personal data placed in messages and must not send passwords, full payment-card data or unnecessary sensitive information. Processing is further described in the ZendSMS Privacy Policy.
Intellectual property, responsibility and indemnity
ZendSMS and its licensors retain rights in the platform, branding, documentation and software. The customer retains responsibility for its data and content and must have the rights to use them. To the extent permitted by law, the customer will be responsible for claims, penalties or costs caused by its unlawful messages, recipient list, sender identity, content or breach of these terms.
Disclaimers, liability, law and changes
The service is provided subject to available telecom networks and without a guarantee of uninterrupted operation, delivery time or business outcome. To the extent permitted by law, Diana Host Limited is not liable for indirect, special or consequential loss, lost profit or third-party network failure. These terms are governed by the laws of Bangladesh. We may update them for operational, legal, BTRC or operator requirements by publishing a revised effective date. Questions may be sent to support@zendsms.com.