Fair Usage Policy

1. Overview

LeadNXT offers extensive cloud communication capacity to customers, providing call forwarding, IVR, WhatsApp messaging, SMS, and related services across India. This Fair Usage Policy (FUP) ensures optimal network performance and equal service quality for all customers.

In line with practices followed by leading international cloud telephony providers, LeadNXT has adopted this Fair Usage Policy to prevent network disruptions and ensure all eligible customers enjoy uninterrupted services.

2. Call & Communication Limits

Our unlimited and standard tariff plans are designed for typical business usage. The following fair usage limits apply:

• Voice Calls: Up to 1,000 minutes of monthly calls per channel for unlimited tariff plans
• IVR Channels: Concurrent call limits as per your subscribed plan
• WhatsApp API: Message limits as defined by Meta’s WhatsApp Business Platform policies
• SMS Services: Volume limits as per TRAI regulations and your plan tier
• Email Marketing: Daily sending limits as per plan to maintain deliverability and IP reputation

Typical business users will not be affected by these limits. They are designed to prevent abuse and ensure service quality.

3. Excessive Usage

In the event of usage significantly exceeding normal patterns, LeadNXT will:

• Contact the customer to discuss usage patterns and potential causes (e.g., misconfiguration, unauthorized access)
• Offer an upgraded plan better suited to the customer’s requirements
• Reserve the right to apply additional charges for usage beyond plan limits
• In extreme cases, temporarily throttle or suspend services to protect network quality for all users

4. Prohibited Activities

The following activities are not permitted under any plan:

• Using services for unsolicited bulk calling (robocalling/spam)
• Sending promotional SMS or WhatsApp messages without recipient consent (DND compliance)
• Call pumping, traffic inflation, or artificially generating usage
• Reselling or redistributing LeadNXT services to third parties without authorization
• Using services for illegal, fraudulent, or harassing communications

5. WhatsApp Business API Fair Use

WhatsApp Business API usage is subject to Meta’s policies in addition to our FUP. This includes:

• Only contacting users who have opted in to receive messages
• Using approved message templates for outbound communication
• Maintaining quality rating as defined by WhatsApp Business Platform
• Not using the API for spam, bulk unsolicited messaging, or deceptive practices

6. Monitoring & Enforcement

LeadNXT monitors usage patterns to detect potential abuse and ensure network quality. Monitoring is automated and does not involve reviewing the content of individual communications. We reserve the right to suspend services immediately if we determine usage is inconsistent with these terms.

7. Data Retention

Call recordings, chat logs, and communication data are retained as per your plan terms and applicable Indian laws. Default retention period is 90 days unless otherwise specified in your service agreement.

8. Changes to This Policy

We may update this Fair Usage Policy periodically. Active customers will be notified of material changes via email. Continued use of services constitutes acceptance of updated terms.