SMS Credits – Fair Use Policy

Last Updated: 23 February 2026

1. Overview

Onsite FM Pty Ltd (“we”, “us”, “Provider”) includes SMS credits as part of eligible standalone site subscriptions. SMS credits allow Customers to send SMS broadcasts to occupants, primarily for emergency and time-sensitive communications. Because each SMS incurs a direct cost to Provider, this Fair Use Policy sets out how credits are allocated, consumed, and replenished.

2. Credit Allocation

Each eligible standalone site subscription receives an annual SMS credit allocation calculated as follows:

Annual Credit Allocation = Number of Licensed Lots × 12

This provides the equivalent of one SMS message per lot per month over a twelve-month subscription period. For buildings with multiple occupants per lot, this equates to approximately four messages per occupant per year under typical occupancy.

Credits are included at no additional charge as part of the subscription fee.

3. Credit Consumption

Each SMS credit corresponds to a single SMS segment of up to 128 characters. Messages exceeding 128 characters will consume multiple credits, with each additional 128-character segment (or part thereof) counting as one credit.

For example:

  • A 100-character message consumes 1 credit.
  • A 200-character message consumes 2 credits.
  • A 300-character message consumes 3 credits.

4. Credit Replenishment

SMS credits are topped up on subscription renewal. At each renewal, the credit balance is replenished to the calculated allocation (Number of Licensed Lots × 12). Unused credits from the prior term do not carry over — the balance is reset to the full allocation upon renewal.

5. Intended Use

SMS credits are provided primarily for emergency and time-sensitive communications, including but not limited to:

  • Fire, flood, or other building emergencies
  • Critical infrastructure failures (e.g. water, power, lift outages)
  • Urgent safety notices
  • Time-sensitive building access disruptions

Customers may also use credits for general building communications, subject to the allocation limits set out in this policy.

6. Additional Credits

If a Customer exhausts their included SMS credit allocation, or anticipates using SMS for routine (non-emergency) communications, additional credits may be purchased by contacting us at support@onsite.fm.

Pricing for additional credits will be provided on request and may be updated from time to time.

7. Fair Use & Good Faith

This policy is designed to ensure that all Customers have access to SMS functionality when they need it most. SMS delivery incurs direct per-message costs to Provider, and the included credit allocation reflects a fair and reasonable allowance for the intended use case.

We ask that Customers use SMS credits in good faith and in accordance with this policy. We reserve the right to review usage patterns and, where usage materially exceeds reasonable expectations, contact the Customer to discuss alternative arrangements, including the purchase of additional credits.

8. Changes to This Policy

We may update this policy at any time. Where changes materially affect a Customer’s existing SMS credit allocation or usage, we will notify impacted Customers via email or in-application notification.