These terms apply to SMSWave services supplied by Synex Technology Pty Ltd (ABN 68 688 654 015). Please read them together with your plan details and our Privacy Policy.
1. About this agreement
- 1.1
SMSWave provides a business messaging platform: a web dashboard, an API, and related tools for sending and receiving SMS and MMS through carrier networks. SMSWave is operated by Synex Technology Pty Ltd (ABN 68 688 654 015) of 2/18 Finchley St, Milton QLD 4064, Australia (“SMSWave”, “we”, “us”). These terms are an agreement between you (the account holder) and Synex Technology Pty Ltd, and apply to every user on your account, including messages sent via API keys you create.
- 1.2
By accepting these terms when opening an account or ordering a service, you agree to follow them. If you act for an organisation, you confirm that you have authority to accept on its behalf. Your selected plan and any separately agreed written service terms also apply.
- 1.3
Nothing in these terms removes rights or remedies that cannot lawfully be excluded. If a signed agreement expressly replaces a provision here, that agreement applies to the relevant service.
2. Key terms
- 2.1
An “account” is your SMSWave workspace, including access you grant to team members and integrations. “Services” means the SMS and MMS messaging features and related tools made available under your plan.
- 2.2
A “message” includes its text, media, links and recipient details. A “segment” is a billable part of an SMS; one message may contain several segments. A “carrier” is a third-party network or messaging provider involved in transmission.
- 2.3
A “Sender ID” is the name or identifier shown as the sender of a message. “Customer data” includes the contacts, content and templates you provide. “Prepaid credit” is the balance available to pay for eligible usage.
3. Accounts, team members and security
- 3.1
You must provide accurate account information and keep credentials, API keys, and webhook signing secrets confidential. You are responsible for all activity under your account, including activity by team members you invite. Notify us promptly of any suspected unauthorised access.
- 3.2
Give users only the access they need, remove access when it is no longer required, and revoke or rotate compromised credentials as soon as practicable. If you manage messages for a client, obtain their authority to use their data and sender identity.
4. Acceptable use and messaging compliance
- 4.1
You must comply with all laws that apply to your messaging, including the Spam Act 2003 (Cth) for messages to Australian recipients: send only with consent, identify yourself as the sender, and honour unsubscribe requests.
- 4.2
SMSWave automatically processes STOP/START keywords and maintains an opt-out suppression list for your account. Recipients cannot reply to an alphanumeric Sender ID, so each message sent under one carries a link where that recipient can opt out; opting out there has the same effect as replying STOP. We also maintain a platform-wide opt-out list: an opt-out received on a number shared between customers, or reported to us by a carrier, stops messages to that number across the whole service, because such an opt-out cannot reliably be traced to the customer it was meant for. You must not attempt to bypass suppression, send to numbers that have opted out, or use the service for unlawful, deceptive, harassing, or fraudulent content. We may suspend accounts sending prohibited traffic, and carriers may independently filter or block messages.
- 4.3
Keep evidence supporting your right to contact recipients. If you record a contact’s consent in SMSWave, or confirm consent when importing a list, that record is your statement to us and you remain responsible for it being true. Honour unsubscribe requests received through any channel and keep your lists current. Do not distribute harmful software, interfere with the platform, impersonate another entity or infringe another person’s rights.
- 4.4
You are responsible for checking content and recipient lists before sending. Carrier filtering and platform safeguards do not replace your own compliance checks.
5. Sender ID registration conditions
- 5.1
When applying through SMSWave, provide the proposed Sender ID, destination country, intended use and correct business and partner details. You confirm that the information is complete and accurate, that you are authorised to apply, and that the business owns or is authorised to use the requested identity.
- 5.2
If you apply for another organisation, identify the organisation on whose behalf messages will be sent and retain its written authority. Explain any arrangement in which your client sends for a different Sender ID owner so the application can be reviewed correctly.
- 5.3
SMSWave reviews applications and coordinates approved requests with its carrier partners. Submitting a request does not mean the Sender ID is registered or ready to use. Do not send with it until SMSWave confirms it is enabled for the relevant destination. Approval times and outcomes are not guaranteed.
- 5.4
Australian branded sender identities are subject to the ACMA SMS Sender ID Register. From 1 July 2026, an unregistered branded identity may be replaced with “Unverified”. Registration must link the identity to the organisation using it; registration does not grant exclusive ownership of a name.
- 5.5
Keep relevant authorisations and supporting records, provide them when reasonably requested for registration or compliance, and promptly tell SMSWave about changes to the entity, authority or intended use. Application information may be shared with the carrier and relevant registration authorities to process the request.
- 5.6
SMSWave may decline an application or restrict a Sender ID where evidence is insufficient, authority has ended, or use would breach applicable requirements. We will explain the issue where we can lawfully do so. Registration does not replace consent, unsubscribe or other messaging obligations.
6. Virtual numbers and sender availability
- 6.1
Virtual numbers and sender identities are available subject to carrier allocation and your account configuration. Use only numbers and identities assigned or enabled for your account.
- 6.2
A branded alphanumeric identity does not provide a reply inbox. Use an appropriate two-way number when recipients need to reply. If you release a number, stop using it in campaigns and update materials that tell customers to contact it.
7. Message costs and estimates
- 7.1
Your plan and the rates shown for your account determine usage charges. Check the destination, message type and applicable rate before submitting a campaign.
- 7.2
SMS length and character encoding affect the number of segments. Personalised text can change the length for each recipient. An estimate helps you plan a send; final usage depends on the messages submitted and your plan’s billing rules.
- 7.3
Review your usage records and invoices. Contact Support with the relevant message or invoice reference if you believe a charge is incorrect.
8. Plans, prepaid credit and billing
- 8.1
Monthly plans include a set number of message segments per billing period; unused included segments do not roll over unless your plan says otherwise. Usage beyond your included segments is billed from your prepaid balance at your plan’s overage rate. Prepaid top-ups are non-refundable except where required by law. Prices are in the currency shown on your plan. We may change your plan’s included segments, overage rate or monthly price by emailing the account owner. A change to included segments or the overage rate applies from the date of that email unless the email says otherwise; a change to the monthly price applies from your next billing period. You can stop your plan renewing at any time from Billing.
- 8.2
The currency, tax treatment and total payable are shown in the applicable checkout or invoice. Keep enough credit available for your intended usage. Promotional allowances or offers apply only on the conditions presented with the offer.
- 8.3
An optional automatic top-up applies only when you enable it under the displayed settings. Review the amount and payment method before enabling recurring payments, and manage those settings when your requirements change.
9. Delivery and carrier networks
- 9.1
SMS delivery depends on carrier networks we do not control. We pass on delivery receipts where carriers provide them, but we cannot guarantee that any individual message will be delivered, or delivered within a particular time. Do not use the service for emergency communications.
- 9.2
A message accepted or queued by SMSWave is not a promise of delivery. Delivery information may arrive late or be unavailable. Maintain another way to deliver information where a missed or delayed message could cause harm.
10. Customer data and privacy
- 10.1
You retain ownership of your message content, contact lists, and templates. You grant us the rights needed to operate the service (transmitting messages to carriers, storing content and delivery metadata, generating usage analytics for your account). You are responsible for having the right to contact the numbers you upload. Our handling of personal information is described in the Privacy Policy.
- 10.2
Provide any required privacy notices to recipients. Keep your own copies of records you need for your business: message and media retention is limited, and the platform is not a permanent archive. Legal retention requirements may apply to account and billing records.
11. Intellectual property and confidentiality
- 11.1
Using SMSWave does not transfer ownership of the platform, its branding or its software to you. You may use the service and supplied tools for their intended purpose under your account and any applicable software licence.
- 11.2
Each party must protect confidential information received from the other and use it only for the service relationship. Information may be disclosed to people who need it to perform that work, or where disclosure is legally required. This does not restrict information already public or independently obtained lawfully.
12. Service availability and changes
- 12.1
We aim for high availability but the service is provided “as is” and may be interrupted for maintenance, upgrades, or events outside our control. We may change or discontinue features with reasonable notice where the change is material.
13. Consumer rights and liability
- 13.1
Nothing in these terms excludes, restricts or modifies a consumer guarantee or other right that cannot lawfully be excluded, including under the Australian Consumer Law. Any limitation below applies only to the extent permitted by law.
- 13.2
To the extent permitted by law, and subject to any consumer guarantees that cannot be excluded under the Australian Consumer Law, our total liability arising out of the service in any 12-month period is limited to the amounts you paid us for the service in that period, and neither party is liable for indirect or consequential loss.
14. Suspension and closing your account
- 14.1
You may request account closure through Support. Before closing, stop integrations and scheduled activity and export information you need to retain. Contact Support about outstanding charges and any refund entitlement.
- 14.2
We may suspend or terminate access for a material breach, overdue payment, or a legal, security or carrier risk. Where practicable, we will explain the reason and give an opportunity to resolve it. Immediate action may be necessary to prevent harm or meet a legal requirement.
- 14.3
Closing an account does not remove amounts already payable or obligations that continue by their nature, including confidentiality and protection of intellectual property. Account data may be deleted after applicable retention periods.
15. Support, complaints and notices
- 15.1
For questions, billing disputes or complaints, use the Contact page or Support in your dashboard, call 1300 816 777, or write to Synex Technology Pty Ltd, 2/18 Finchley St, Milton QLD 4064, Australia. Include your account and relevant message, invoice or request references. Do not include passwords or API secrets.
- 15.2
We will review the information provided and respond through the contact details you supply. If you disagree with an outcome, ask for further review and explain what remains unresolved. Nothing here prevents you from exercising a legal right or contacting a relevant regulator.
- 15.3
Keep your account email address current. We may use it, or a dashboard notice, for service and contractual notifications. Notices will identify any action required and the applicable effective date.
16. Changes to these terms and governing law
- 16.1
These terms are governed by the laws of Queensland, Australia. We may update these terms from time to time; material changes will be notified via the dashboard or email, and continued use after the effective date constitutes acceptance. Questions and notices: contact us via the Contact page or from Support in your dashboard, phone 1300 816 777, or write to Synex Technology Pty Ltd, 2/18 Finchley St, Milton QLD 4064, Australia.
- 16.2
We will provide reasonable notice of material changes where practicable. If you do not agree, contact Support about ending the affected service before the change applies. The choice of governing law does not displace mandatory protections or rights to bring a claim that apply to you.
- 16.3
If a provision cannot be enforced, the remaining provisions continue so far as they can lawfully operate. A delay in enforcing a right does not itself waive that right.