Retaino Terms and Conditions

Last updated: 2026-05-30

These terms govern the customer's use of Retaino. The customer may use Retaino only for lawful customer reactivation, campaign preparation, SMS sending, reply handling, reporting, billing, and related account administration.

Customer responsibilities

The customer is responsible for account information, organization users, imported contact data, campaign content, booking links, reported booking data, and lawful use of Retaino.

The customer must:

• keep organization and billing details accurate;
• make sure users are authorized to act for the organization;
• remove users who should no longer have access;
• import only contact data that the customer may lawfully use in Retaino;
• keep marketing permissions and opt-out records current;
• avoid uploading health notes, journal notes, treatment notes, diagnoses, consultation notes, or other sensitive fields;
• comply with the Sending Policy and applicable SMS, marketing, privacy, and telecommunications laws.

Retaino responsibilities

Retaino will provide the hosted service with reasonable administrative, technical, and organizational safeguards. Retaino may update the service to improve reliability, security, compliance, or product quality.

Retaino may use third-party providers to host, secure, monitor, bill, and deliver the service, including providers listed in the Subprocessor Notice.

Data use

Retaino may process customer data only to provide, secure, support, monitor, troubleshoot, bill, and improve the service, or as otherwise instructed by the customer. Customer contact and campaign data is processed under the Data Processing Agreement when Retaino acts as processor.

Acceptable use

The customer must not use Retaino for unlawful, deceptive, abusive, harassing, high-risk, or third-party promotional messages. The customer must not use Retaino to send messages to bought, scraped, rented, or otherwise unauthorized contact lists.

Retaino may block imports, campaign preparation, campaign sends, test sends, manual replies, or account access when use appears to violate these terms, the Sending Policy, provider requirements, carrier requirements, or applicable law.

Billing

Paid plans, SMS credits, taxes, refunds, and billing portal access are handled through Retaino's billing flow and Stripe. The customer is responsible for taxes, fees, and charges shown before checkout.

Changes

Retaino may provide notices through the product, email, or published legal pages. Material changes may require acceptance of the current legal bundle before the customer can import contacts, send campaigns, or continue other gated product workflows.