1. At a glance
- We work hard to send your messages quickly and reliably, but we cannot guarantee delivery.
- Mobile operators and providers can delay, filter or reject messages, and some recipients cannot be reached.
- DND settings, opt-outs and our suppression list can stop messages from being sent or delivered.
- Delivery reports show the status providers send us; they are not a guarantee.
- Information on our website is general information, not legal advice.
2. Delivery is not guaranteed
When you send a message, SMSGELY passes it to SMS aggregators, gateways and mobile network operators ("providers"), which carry it to the recipient's phone. We do not guarantee that a message will be delivered, delivered within a particular time or shown in a particular way on the recipient's handset.
You are charged only when the network or provider accepts a message. Messages accepted by the network are charged even if they are later reported as undelivered, as explained in our Terms of Service and Recharge & Refund Policy.
3. Networks and providers may delay or reject messages
Providers and operators apply their own rules, filters and capacity limits. They may delay, filter, reject or block a message or a Sender ID, for example because of content rules, Sender ID registration status, traffic volume or a regulatory instruction. Delays can be longer at busy times, such as during festivals or major events.
4. Recipients may be unreachable
A message may not arrive if the recipient's phone is switched off or out of coverage, the inbox is full, the number is inactive, ported, barred or incorrect, or the handset cannot display certain characters. These causes are outside our control.
5. DND, opt-outs and suppression
- Mobile operators may block promotional messages to subscribers who have registered for DND.
- Numbers on the SMSGELY suppression list (for example because of opt-outs, abuse reports, or provider or regulatory blocks) are not sent to, and you are not charged for them.
- Promotional campaigns are not sent during quiet hours (by default 00:00 to 06:00 Bangladesh time) and are held until the window ends.
We do not offer any way to get around DND, opt-outs or the suppression list.
6. Third-party infrastructure
Message delivery depends on telecom networks, providers, payment services and hosting infrastructure that belong to third parties and are not fully under SMSGELY's control. Outages, maintenance or policy changes at any of them can affect the service.
7. No guarantee of uninterrupted service
We aim to keep the platform, dashboard and API available, but we do not guarantee that they will be uninterrupted or error-free. Planned maintenance, unexpected outages, security incidents and events outside our reasonable control can cause interruptions or delays, including to scheduled messages and campaigns.
8. Delivery reports are best-effort
Delivery reports show the status we receive from providers. They may arrive late, be incomplete or, occasionally, be inaccurate. "Delivered" means that a provider reported delivery to the handset; it does not mean that the message was read. If the outcome of a submission is unknown, the message is marked "unknown", reconciled with the provider and never resent automatically.
9. Website information is not legal advice
Guides, articles, examples and other information on our website and in our documentation are general information to help you use the service. They are not legal advice and may not reflect the latest legal or regulatory changes. You should take your own legal advice about your messaging, consent practices and compliance obligations.
If there is any inconsistency between the English and Bangla versions of this page, the version designated by SMSGELY after legal review will apply.
10. Important notice
SMSGELY provides messaging infrastructure and related technology services. Customers remain responsible for message content, recipient lists, recipient consent, sender identity and authorisation, campaign legality, applicable marketing, telecom and data-protection rules, and all applicable laws and regulations. SMSGELY does not authorise unlawful use of the platform.
SMSGELY operates subject to applicable laws, regulations, telecom-provider requirements and contractual restrictions.
If you have questions, contact us through Support in your dashboard or through the contact details on our Contact page.