Acceptable Use Policy

This Acceptable Use Policy (the “Policy”) sets out rules applicable to your use of the Balance Services. The examples described in this Policy are not exhaustive.

This Policy should be read in conjunction with the Balance Terms of Service into which it is incorporated by reference. We may suspend, terminate, or take other interim action regarding your access to or use of the Services, if, in our sole judgment, we believe you, directly or indirectly, violated this Policy or authorize or help others to do so.

We may modify this Policy from time to time by posting a revised version on our Website. By using the Services, you agree to the latest version of this Policy. Any capitalized terms not defined in this Policy have the meaning set forth in the Balance Terms of Service.

General Policies/Requirements. We all expect that the messages and communications we want to send and receive will reach the intended recipient(s), unhindered by filtering or other blockers. An important step you can take to make that expectation a reality is to prevent unwanted communications by only sending messages and communications that comply with applicable laws and industry standards. To that end, all text messaging communications originating from your use of the Balance Services are subject to, and must comply with, the Balance Terms of Service, including this Policy, which sets out certain rules and/or prohibitions regarding: Consent (“opt-in”); Sender Identification; Revocation of Consent (“opt-out”); Scope of Use and Limits; and Enforcement.

Consent ("opt-in") Requirements

Standard Consent Requirements. Prior to sending the first message to an individual, you must obtain agreement from the message recipient to communicate with them - this is referred to as "opt-in consent." You must make clear to the individual they are agreeing to receive messages of the type you're going to send.

You need to keep a record of the consent, such as a copy of the document or form that the message recipient signed, or a timestamp of when the customer completed a sign-up flow or otherwise provided consent. This record of consent must be retained as set forth by local regulations or best practices after the end user opts out of receiving messages.
If you do not send an initial message to that individual within a reasonable period after receiving consent (or as set forth by local regulations or best practices), then you will need to reconfirm consent in the first message you send to that recipient.
The consent applies only to you, and to the specific use that the recipient has consented to. Consent can't be bought, sold, or exchanged. For example, you can't obtain the consent of message recipients by purchasing a phone list from another party. You also can't treat it as blanket consent allowing you to send messages from other brands or companies you may have, or additional messages about other uses for which you haven’t received consent.

Alternative Consent Requirements. While consent is always required and the consent requirements noted above are generally the safest path, there is a scenario where consent can be received differently, specifically where you are sending informational content to an individual based on a prior relationship

You may send a message to an individual where you have a prior relationship, provided that individual provided their phone number to you, and has taken some action to trigger the potential communication, and has not opted out or otherwise expressed a preference to not receive messages from you.
Example scenarios can include sending a payment request upon setting up a new appointment, completing an office visit, or receiving final balance information after insurance processing. Examples of acceptable messages in these scenarios include balance due notifications and receipts. The message can't attempt to promote a product, convince someone to buy something, or advocate for a social cause.

Sender Identification; Identifying Yourself as the Sender

Every message you send must clearly identify you (the party that obtained the opt-in from the recipient) as the sender, except in follow-up messages of an ongoing conversation.
You will not send messages using spam bots or other similar systems, alter or obscure sender information, provide false identification, or assume a sender’s identity without the sender’s explicit permission. You will also not create a false identity or attempt to mislead others as to the identity of the sender or the origin of any data or communications.

Revocation of Consent (“opt-out”)

The initial message that you send to an individual from Balance will include the following language: “Reply X to unsubscribe,” or the equivalent using another standard opt-out keyword, such as STOP, UNSUBSCRIBE, END, and QUIT.
Individuals have the ability to revoke consent at any time by replying with a standard opt-out keyword. When an individual opts out, you may deliver one final message to confirm that the opt-out has been processed, but any subsequent messages are not allowed. An individual must once again provide consent before you can send any additional messages.

Scope of Use and Reasonable Use Limits

Any features of the Service for which specific limits have not been expressly designated, or which have been designated as “unlimited”, are intended and may only be used for normal business use in compliance with the Agreement. Any unusually high or excessive usage of the Services may impair Balance’s ability to provide the Services to you and other Balance users, in which case Balance may suspend or terminate your use of and/or access to the Services.

Monitoring and Enforcement

We reserve the right, but do not assume the obligation, to monitor content on and sent through the Services and to investigate any violation of the Balance Terms of Service, including this Policy, or misuse of the Services. We may remove or disable access to any user or Client that violates the Balance Terms of Service or this Policy or any other agreement we have with you for use of the Services. We may report any activity that we suspect violates any law or regulation to appropriate law enforcement officials, regulators, or other appropriate third parties. Our reporting may include disclosing appropriate customer information. We may also cooperate with appropriate law enforcement agencies, regulators, or other appropriate third parties to help with the investigation and prosecution of illegal conduct by providing network and systems information related to alleged violations of this Policy.

Reporting Violations

If you become aware of any violation of this Policy, you will immediately notify us and provide us with assistance, as requested, to stop or remedy the violation.

Balance Acceptable Use Policy