Who we are

SyntraX is a messaging platform run by [LEGAL ENTITY NAME], a business registered in Ghana at [BUSINESS ADDRESS]. In these terms, "SyntraX", "we" and "us" mean that business. "You" means the person or organisation that opens the account.

By creating an account, buying credit or using our API, you accept these terms. If you sign up for a business, you confirm you have the authority to bind it.

What SyntraX does

SyntraX lets you send SMS, one-time passwords (OTP) and voice messages to phone numbers, mostly in Ghana. You can send from the web portal or through our API. You can manage contacts, sender IDs, API keys and webhooks.

We do not own the mobile networks. We pass your messages to messaging gateways, such as Vynfy, which hand them to Ghanaian mobile networks for delivery. We run the platform, the billing and the support.

Your account

• You must be at least 18 years old.
• Give us true and current details, including a working email and phone number.
• Keep your login and API keys secret. You are responsible for everything done with them.
• Tell us at once at [SUPPORT EMAIL] if you think someone else has access to your account.
• One person or business may hold more than one account only with our written approval.

Credits, balances and pricing

SyntraX is prepaid. You pay before you send. Your account has two balances:

• SMS credits. You buy these in bundles. Some bundles expire 30 days after purchase. Others never expire. The portal shows which is which before you pay.
• Main balance. Money in Ghana cedis (GHS) that you top up directly.

When you send SMS or SMS OTP, we take SMS credits first. If you run out of credits, the rest comes from your main balance at the cash rate. Voice messages and voice OTP use the main balance only. When credits from several bundles are available, we use the ones that expire soonest first.

Current prices are shown in the portal and on our pricing page. We may change prices. A price change does not affect credit you have already bought. Prices include taxes only where we say so.

New accounts may get a small amount of free welcome credit. Welcome credit has no cash value.

Payments

We take payments in GHS through Paystack, by mobile money or card. Your balance is only updated after Paystack confirms the payment. We never see or store your full card number or mobile money PIN.

If a payment shows as successful on your side but your balance has not changed after 30 minutes, contact us with the payment reference.

Failed messages and refunds

If a message fails, or has no final delivery report after 24 hours and is marked expired, we return the charge for that message automatically. The refund goes back to the balance it came from: credits back to credits, cash back to the main balance.

Credits and main balance cannot be cashed out, except as set out in our Refund policy.

Sandbox and test sends

Test sends made in sandbox mode are free. They do not reach real phones and do not touch your balances. Do not use sandbox results as proof of delivery.

Sender IDs

Every account can send with our default sender ID, SyntraX. To use your own sender ID, you must request it in the portal. We review each request, and the networks may need to register it too. This can take a few days.

You may only request a sender ID for a name you own or are allowed to use. We refuse names that copy banks, telcos, government bodies, payment companies or other brands you do not represent. We may withdraw a sender ID at any time if it is misused.

API keys

API keys act for your account. You can set usage caps and IP allowlists on each key. Use them. If a key leaks, revoke it in the portal straight away. Charges made with a leaked key before you revoke it are your responsibility.

We may rate limit, pause or revoke a key to protect the platform or the networks.

Your messages and contacts

You own the content you send and the contact lists you upload. You give us permission to store and process them only to run the service for you. You must follow our Acceptable use policy and get consent from the people you message.

Availability and delivery

We work hard to keep SyntraX running. We cannot promise that every message will be delivered, or delivered on time. Networks can block, delay or filter messages. Phones can be off or out of coverage. You can check live service health on our status page.

We may pause the service for maintenance. Where we can, we give notice first.

Suspension and closing your account

We may suspend or close your account if you break these terms, if we suspect fraud or abuse, if a network or regulator asks us to, or if the law requires it. Where it is safe and legal, we tell you why.

You can close your account at any time by emailing [SUPPORT EMAIL]. Unused credit is handled as described in the Refund policy. We keep some records after closure because the law requires it.

Limits of our liability

As far as Ghanaian law allows, SyntraX is provided "as is". We are not liable for lost profits, lost business, lost data or any indirect loss. Our total liability for any claim is limited to the amount you paid us in the three months before the claim.

Nothing in these terms limits any right you have under the law that cannot be limited, including your rights as a consumer.

Your responsibility to us

If someone makes a claim against us because of messages you sent, or because you broke these terms or the law, you agree to cover our reasonable costs and losses from that claim.

Changes to these terms

We may update these terms. We will change the date at the top and, for important changes, email you at least 14 days before they take effect. If you keep using SyntraX after that, you accept the new terms.

Governing law

These terms are governed by the laws of the Republic of Ghana, including the Electronic Transactions Act, 2008 (Act 772) and the Electronic Communications Act, 2008 (Act 775). We will try to settle any dispute with you directly first. If we cannot, the courts of [GOVERNING CITY], Ghana will decide it.

Contact

[LEGAL ENTITY NAME], [BUSINESS ADDRESS]. Email [SUPPORT EMAIL]. Phone [PHONE].

Our role

For your account details, [LEGAL ENTITY NAME] is the data controller. We decide how that data is used.

For the phone numbers, contact lists and message content you send through us, you are the controller and we are your processor. We only use that data to deliver your messages and keep your records. We do not use it to market to anyone.

Our staff do not browse your messages. In our admin tools, message text and phone numbers are hidden by default. A staff member can open a single message only to answer your support request, investigate a delivery problem, or check a report of abuse, and must record a reason. Every such access is logged.

We are registered with the Data Protection Commission of Ghana. Registration number: [DPC REGISTRATION NUMBER].

What we collect

We do not collect your card number or mobile money PIN. Paystack handles those.

How we use your data

• To run your account, send your messages and keep an accurate ledger of your balances.
• To refund failed or expired messages automatically.
• To send you service alerts, such as a low balance warning by SMS or a sender ID decision.
• To find and stop fraud, spam and abuse.
• To meet our legal duties, including tax and lawful requests from authorities.

We rely on our contract with you, our legitimate interest in running a safe service, and our legal duties. Where we need your consent, such as for product news by email, we ask for it and you can withdraw it at any time.

Who we share it with

We share only what each provider needs to do its job:

• Messaging gateways (such as Vynfy) and Ghanaian mobile networks, to deliver your SMS, OTP and voice messages. They see the recipient number, sender ID and message.
• Paystack, to take your payments.
• Supabase, which handles sign-in for the portal.
• Render, which hosts our servers and database.
• Authorities, such as the National Communications Authority or the police, when the law requires it.

We do not sell personal data. We do not share it with advertisers.

Data stored outside Ghana

Some of our providers, including our hosting and sign-in providers, may store data outside Ghana. When that happens, we choose providers with strong security and contracts that protect the data to the standard Act 843 expects.

How we protect it

All traffic uses HTTPS. Passwords and API keys are stored as one-way hashes, not in plain text. Staff access is limited to what each person needs. Read our Security page for more.

Your rights

Under Act 843 you can:

• Ask for a copy of the personal data we hold about you.
• Ask us to correct data that is wrong.
• Ask us to delete data we no longer need.
• Object to processing for direct marketing.
• Complain to the Data Protection Commission of Ghana.

Email [SUPPORT EMAIL] to make a request. We reply within 21 days. If you are a recipient of messages sent by one of our customers, we will pass your request to that customer, since they control that data.

Children

SyntraX accounts are for adults and businesses only. We do not knowingly open accounts for anyone under 18.

Changes to this policy

If we change this policy, we update the date at the top. For important changes, we email you first.

Contact

Data protection questions: [SUPPORT EMAIL], [BUSINESS ADDRESS]. Phone [PHONE].

The short version

Consent

Only message people who agreed to hear from you, or who have a clear and current relationship with you, such as a customer waiting for a delivery. Keep a record of how and when each person agreed. We may ask you to show it.

Bought, rented or scraped number lists are not allowed. Neither is messaging random number ranges.

Opt-out

Every promotional message must tell people how to stop, for example "Reply STOP to opt out". When someone asks to stop, in any words, remove them within 24 hours and do not message them again for marketing.

Transactional messages, such as OTP codes and order updates, do not need an opt-out line. They must not carry marketing.

Quiet hours

Do not send promotional messages between 8:00 pm and 7:00 am Ghana time, unless the recipient agreed to receive them at those times. OTP codes, security alerts and other messages the person is expecting can be sent at any time.

Content that is not allowed

• Spam, chain messages, or bulk messages people did not ask for.
• Phishing, scams, fake prizes, fake job offers or requests for PINs, passwords or OTP codes.
• Messages that pretend to come from a bank, mobile network, mobile money service, Paystack, a government body or any brand you do not represent.
• Gambling, betting or lottery promotions, unless you hold a valid licence from the Gaming Commission of Ghana and can show it.
• Loan or credit offers, unless you are licensed by the Bank of Ghana or another lawful regulator. Loan-shark promotions and debt threats are banned.
• Hate, threats, harassment, sexual content, or anything involving minors.
• Content that breaks Ghanaian law, including the Electronic Communications Act, 2008 (Act 775), or the National Communications Authority rules on unsolicited messages.
• Links to malware, or shortened links that hide where they lead.

Filtered words

Ghanaian networks filter some messages before they reach the phone. Messages that mention data, bundle or airtime are often blocked, because these words are common in scams. Other words linked to fraud can be blocked too.

A filtered message may show as failed, and is refunded like any failed message. If you sell data or airtime legitimately, contact us before you send so we can help you get your sender ID cleared.

Sender ID rules

• Use a sender ID that matches your business or brand. Up to 11 characters.
• Do not request names of banks, telcos, government bodies, payment companies or other brands you do not own. These are blocked.
• Do not use a misleading sender ID, such as "Alert" or "Security", to make a message look official.
• Each approved sender ID belongs to your account. Do not let others use it.

API and account use

• Do not try to get around rate limits, usage caps or our checks.
• Do not test our security without written permission. See our Security page to report issues.
• Do not resell SyntraX under your own name without a written agreement with us.

What happens if rules are broken

We review reports from recipients, networks and regulators. Depending on how serious the problem is, we may:

• Hold or block messages.
• Withdraw a sender ID or revoke API keys.
• Suspend or close the account.
• Report the matter to the networks, the National Communications Authority or the police.

If an account is suspended or closed for abuse, credit and balance used for or tied to the abuse is not refunded. Any fines or charges a network passes to us because of your messages may be charged to you.

To report abuse, email [ABUSE EMAIL] with the sender ID, the time and a screenshot.

Accounts and sign-in

Portal sign-in is handled by Supabase. Passwords are never stored in plain text. Sessions use secure, HTTP-only cookies and end after a period of inactivity. Use a strong password that you do not use anywhere else.

API keys

• We show a new key only once, when you create it. After that we store only a hash of it, so even our staff cannot read it.
• The portal shows just the start and the last four characters so you can tell keys apart.
• You can limit each key to certain IP addresses and set caps on how many SMS, OTP or voice messages it can send.
• Revoke a key in one click if you think it has leaked.

Keep keys on your server. Never put them in a mobile app, a website's front end, or a public code repository.

Data in transit and at rest

All connections to SyntraX use HTTPS. Webhooks from our gateway and from Paystack are checked against a signature before we act on them. Our database runs on Render with access limited to our own services.

Payments and balances

Paystack handles card and mobile money details. Every balance change is written to an append-only ledger, so each charge and refund can be traced. A balance is only credited after Paystack confirms the payment.

Staff access

We follow least privilege. Team members only get the access their job needs. Admin actions are logged. We never ask for your password, API key or OTP codes, by phone, SMS or email.

Monitoring and incidents

We rate limit requests and watch for unusual sending patterns. If we find a breach that puts your personal data at risk, we will tell you and the Data Protection Commission without undue delay, as Act 843 requires.

Report a vulnerability

If you find a security issue, email [SECURITY EMAIL] (for example security@syntrax.dev). Please include:

• What you found and where.
• Steps to reproduce it.
• How we can contact you.

Please do not access other people's data, send real messages to people who did not agree, or disrupt the service while testing. Give us reasonable time to fix the issue before you share it. We will reply within 3 working days and keep you updated. We will not take legal action against anyone who reports in good faith and follows these rules.

Cookies we use

Local storage

Your browser also stores a few settings on your device, such as light or dark theme and which tab you last opened. This data stays on your device and is not sent to us for tracking.

No ad trackers

We do not use advertising cookies, social media pixels or third-party analytics that follow you across sites. Our pages load the Inter font from Google Fonts, which means Google receives your IP address when the font loads.

Your choices

Because our cookies are essential, we do not show a cookie banner. You can block or delete cookies in your browser settings. If you block the session cookie, you will not be able to sign in to the portal.

Automatic refunds for messages

You do not need to ask for these. If a message fails, or has no delivery report after 24 hours and is marked expired, we return its cost straight away:

• Credits used go back to your SMS credits.
• Cash used goes back to your main balance.

Each refund shows in your transaction history with the message it belongs to. Sandbox sends are free, so they have nothing to refund.

Credits and balance are not cash

SMS credits and main balance can only be used on SyntraX. We do not pay them out as cash, move them to another account, or exchange them, except:

• where Ghanaian law requires a refund;
• where Paystack charged you twice for the same top-up;
• where Paystack took your money but your balance was never credited;
• where we close your account without any fault on your part. In that case we refund your unused main balance and the unused part of paid credits that have not expired.

Expired credits

Credits from an expiring bundle end 30 days after purchase. Expired credits are removed and are not refunded. The portal shows the expiry date before you buy and in your balance view. Credits from non-expiring bundles do not run out.

When we do not refund

• Messages delivered to the network, even if the recipient ignored or deleted them.
• Messages sent to a wrong number you supplied.
• Credit or balance tied to an account closed for breaking our Acceptable use policy.
• Charges made with an API key that leaked before you revoked it.

How to ask for a refund

Email [SUPPORT EMAIL] or call [PHONE] within 30 days of the payment. Include:

• The email on your SyntraX account.
• The Paystack payment reference.
• The amount, date and a short reason.

How long it takes

• We reply within 2 working days.
• If we approve the refund, we send it back through Paystack to the card or mobile money wallet you paid with.
• Mobile money refunds usually arrive within 5 working days. Card refunds can take up to 10 working days, depending on your bank.
• Paystack fees on the original payment may not be returned, unless the charge was a duplicate or our error.

If you disagree

Reply to our decision and a different team member will review it. You can also raise a complaint with the relevant authority in Ghana. Please talk to us before opening a chargeback with your bank or mobile money provider, since a chargeback pauses your account while it is reviewed.