Fair Use Policy
Last Updated: February 20, 2026
Introduction
This Fair Use Policy outlines acceptable use of the Willow CSR platform. By using our Services, you agree to use them responsibly and in accordance with this policy.
Rank Capture Grow LLC, operating as Willow CSR ("Willow CSR," "we," "us," or "our") reserves the right to impose limits, charge overages, suspend, or terminate your use of the Services at any time if we reasonably believe your usage is inconsistent with normal, fair, and reasonable use, or breaches any rules in this policy.
This policy is incorporated into and forms part of our Terms of Service.
Intended Use
Willow CSR is designed for legitimate small and medium-sized businesses to manage inbound customer communications.
Acceptable Uses
- Responding to inbound customer inquiries
- Missed call text-back for service requests
- Appointment scheduling and confirmation
- Service request qualification and triage
- Quote and estimate requests
- Customer follow-up related to active service requests
- Lead notification and routing
Key Principle
All messaging must be customer-initiated. Willow CSR is not a marketing platform. Every SMS conversation begins with an inbound call from a customer who provides express DTMF consent.
Prohibited Uses
Messaging Abuse
- Bulk Marketing: Mass unsolicited promotional messages
- Cold Outreach: Messaging contacts who did not initiate contact
- Spam: Repetitive, unwanted, or excessive messages
- Lead Selling: Capturing leads for resale to third parties
- Consent Transfer: Using consent obtained for one business with another
- List Importing: Uploading purchased or third-party contact lists
Content Violations
- S.H.A.F.T.: Sex, Hate, Alcohol, Firearms, Tobacco
- Illegal Activity: Anything violating federal, state, or local law
- Fraud/Phishing: Deceptive messages to obtain personal information
- Harassment: Threatening, abusive, or intimidating content
- Impersonation: Misrepresenting your business identity
- Malware: Links to malicious content or viruses
Prohibited Industries
Businesses in the following industries may not use Willow CSR:
- Cannabis, CBD, kratom, or paraphernalia, and marketing of any substance federally classified as a controlled substance, regardless of state-level legality
- Gambling, lottery, or casino services
- Payday loans, high-interest lending, debt collection
- Debt consolidation or credit repair
- Cryptocurrency promotions or investment schemes
- Multi-level marketing or pyramid schemes
- "Get rich quick" schemes
- Third-party lead generation
- Affiliate marketing (buying/selling consumer data)
- Political campaigns
- Adult content or services
- Prescription medication sales
Willow CSR reserves the sole and absolute discretion to determine industry eligibility, independent of TCR campaign approval status. Approval by The Campaign Registry or any carrier does not guarantee continued access to the Services if Willow CSR determines, in its sole judgment, that the Subscriber's industry, content, or messaging practices present unacceptable compliance risk.
System Abuse
- Automated Abuse: Using bots or scripts to manipulate the platform
- Rate Limit Evasion: Attempting to bypass usage limits
- Account Sharing: Sharing credentials with unauthorized users
- Reverse Engineering: Attempting to decompile or extract platform code
- API Abuse: Excessive or malicious API requests
- Interference: Disrupting platform operations or other users
Usage Limits
To ensure fair access for all users and maintain carrier compliance, the following limits apply:
SMS Volume
- Pro: 3,000 messages/month (Overage: $0.015/message)
- Enterprise: 10,000 messages/month (Overage: $0.01/message)
- Platform: Per license agreement
Messages include both inbound and outbound SMS.
What Triggers Review
- 10x volume increase overnight: Possible list import or abuse
- High opt-out rate (>5%): Content or consent issues
- High carrier complaint rate: Spam indicators
- Messages to sequential numbers: Possible automated abuse
- Off-hours messaging spikes: Possible unauthorized use
Monitoring and Enforcement
What We Monitor
Willow CSR monitors platform usage to ensure compliance: message content patterns, volume and frequency, opt-out rates, carrier feedback and complaints, consent verification logs, and account access patterns.
Enforcement Actions
- Warning: Minor policy deviation — email notice, requirement to correct
- Throttling: Usage limit exceeded — reduced throughput until resolved
- Suspension: Moderate violation — temporary service pause
- Termination: Severe or repeated violations — permanent account closure, no refund
- Legal Referral: Illegal activity — report to authorities
Immediate Termination
The following result in immediate termination without warning: sending SHAFT content, operating in a prohibited industry, fraud or impersonation, importing purchased contact lists, circumventing or suppressing Willow's AI identity disclosure, carrier ban or legal complaint, any illegal activity.
Reporting Violations
To report suspected policy violations or abuse:
Email: info@rankcapturegrow.com
Subject Line: "Fair Use Violation Report"
Appeals
If you believe your account was suspended or terminated in error, email info@rankcapturegrow.com with subject "Fair Use Appeal — [Your Business Name]" within 7 days of enforcement action. Appeals are reviewed within 5 business days. Decisions are final.
Changes to This Policy
Willow CSR may update this Fair Use Policy to reflect changes in carrier requirements, regulations, or platform capabilities. Material changes will be communicated via email.
Contact
General Support
Email: info@rankcapturegrow.com
Website: willowcsr.com
Registered Agent
Rank Capture Grow LLC, operating as Willow CSR
201 Rue Beauregard, Ste. 202
Lafayette, LA 70508