SpecialShelf Acceptable Use Policy

Last updated: 15 October 2026

This policy is part of the Terms of Service. It applies to every Store and everyone who signs in to a Store. If you break it, we may remove the content, pause messaging, or suspend the Store as the Terms describe.

1. Use SpecialShelf for its purpose

SpecialShelf is for tracking special orders and layaways for your own retail business, and for telling your customers about their orders. Don't use it for anything else, including:

• selling or tracking anything illegal where you or your customer are, or anything Square's own rules prohibit you from selling;
• debt collection beyond reminding a customer of a balance on their own order;
• storing information you have no right to hold.

2. Messages to your customers

• Order updates only. No marketing, promotions, newsletters, sales announcements, surveys, political or charitable messages, or messages to people who haven't ordered from you.
• Consent first. Only tick "Customer agreed to texts about their orders" after the customer actually agreed, having been read the script shown in the app. Never tick it for a customer who declined, didn't answer, or opted out before.
• Respect opt-outs. Never work around a STOP or opt-out, for example by re-entering the number, using a different phone number for the same person, or asking staff to text them some other way through SpecialShelf.
• Honest content. Edited message templates must stay truthful, identify your store, and keep the opt-out wording SpecialShelf adds.
• No harmful content: nothing threatening, harassing, hateful, sexually explicit, deceptive, or that impersonates someone else.
• Carrier rules. Follow the CTIA Messaging Principles and the rules of US carriers and Twilio, which may block messages that break them.

3. People and data

• Only add people to your Store who work for your business, and remove them when they leave.
• Don't share logins. Each person signs in with their own email (the Starter "counter" login is the one shared login the plan allows, for a shared counter device).
• Don't enter more personal information than you need: for example, don't put card numbers, government ID numbers, health information or passwords into notes or item descriptions.
• Don't try to see another store's data.

4. The Service itself

Don't:

• probe, scan or test the security of the Service, or bypass any access control or plan limit (if you find a security problem, tell us at support@agnosticai.co.za — we welcome it);
• interfere with or overload the Service, including through automated scripts or bulk requests beyond normal use;
• copy, scrape, resell, rent or sublicense the Service, or use it to build a competing product;
• remove or hide our notices or the "via SpecialShelf" identification in messages;
• upload malicious code.

5. If something goes wrong

If you learn of misuse of your Store (for example a staff member texting without consent), stop it, tell us at support@agnosticai.co.za, and help us put it right. We may investigate suspected breaches and, where the law requires or permits, cooperate with carriers, Square or authorities.