1. Purpose
Vestrum operates a communications-enabled SaaS platform and must protect customers, recipients, carriers, messaging networks, and the Vestrum network from abuse.
2. Reportable Abuse
- Spam or unsolicited bulk communications.
- Robocalling or prerecorded messaging without required authorization.
- Caller ID spoofing or misleading identity.
- Phishing, fraud, scams, impersonation, or malware.
- Traffic pumping, call pumping, artificial traffic, or usage manipulation.
- Repeated unwanted calls/messages or harassment.
- Compromised accounts or stolen credentials.
- Attempts to evade carrier filtering, 10DLC/toll-free registration requirements, or regulatory controls.
- Submission of protected health information, cardholder data, or other regulated sensitive data in breach of the Terms of Service.
3. Investigation
Vestrum may investigate complaints and may request campaign details, recipient lists, consent evidence, opt-out records, account verification, carrier registration status, or other information reasonably necessary to assess abuse. Vestrum aims to acknowledge abuse reports within two (2) business days.
4. Immediate Actions
Vestrum may immediately suspend or restrict numbers, routes, SMS, calling features, or entire accounts when reasonably necessary to prevent harm, comply with a carrier/regulator request, address fraud/security risk, or protect Vestrum's network and reputation.
5. Carrier Cooperation
Vestrum may provide relevant information to telecommunications carriers, messaging providers, regulators, law enforcement, or other authorized parties where required by law, contract, or necessary to investigate abuse.
6. Restoration
Vestrum may restore service after reviewing the issue and determining that the risk has been adequately addressed. Restoration is discretionary and may require corrective measures or additional verification.
7. Contact
Abuse reports may be submitted to owners@vestrumllc.com, attention Ahmed Tarek Ali, Co-Founder/Manager of Vestrum LLC.