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LEGAL

Acceptable Use Policy

The rules every SendAxion customer follows so that email sent through our platform is wanted, lawful and authenticated, and our network keeps a good reputation for everyone.

Last updated:
Effective:

1. Why this policy exists

Email works only when recipients trust it. Everything sent through SendAxion shares infrastructure and reputation with other customers’ email, so one sender’s poor practices can hurt everyone’s delivery. This Acceptable Use Policy ("AUP") sets the minimum standards for every use of SendAxion, including the Email API, SMTP, campaigns, journeys, signup forms, inbound email and subaccounts.

The AUP is part of our Terms of Service. It applies to you, your Users, your subaccounts and anyone you send email for. We may update it as laws and mailbox providers’ requirements change.

2. Permission-based email only

You may send email only to people who have given you permission to send them that type of email, or a transactional message they expect from you, such as a receipt, a password reset or an account notice.

  • Collect permission clearly, and keep a record of when and how each person signed up and what they agreed to receive. Give us these records if we ask for them.
  • Permission is not transferable. Consent someone gave to another company, a partner or an affiliate does not allow you to email them.
  • Use confirmed (double) opt-in wherever you can. SendAxion signup forms support double opt-in, and it is the best protection against fake and mistyped addresses.
  • Protect your signup forms from bots so they cannot be used to sign up people who never asked to hear from you.
  • Treat addresses you have not emailed in more than 12 months as stale: confirm permission again before you return them to regular sending, and remove the people who do not respond.

Lists you must never use

You must not send to addresses that were:

  • bought, rented, traded, shared or otherwise obtained from a third party;
  • scraped or harvested from websites, directories, social networks or other sources;
  • appended by a data vendor, or generated by guessing or pattern-matching addresses;
  • collected for one purpose and used for another, such as sending marketing to people who gave their address only to receive a receipt; or
  • gathered through co-registration, sweepstakes or affiliate offers without clear consent to hear from you.

You must not send unsolicited bulk or commercial email ("spam"), including cold outreach to people who have not asked to hear from you.

3. Unsubscribes and preferences

  • Every marketing email must include a clear, working unsubscribe link that keeps working for at least 30 days after the email is sent.
  • Honor unsubscribe requests promptly and within the time the law requires: never more than 10 business days, and within 2 days for one-click unsubscribes, as Gmail and Yahoo require.
  • Do not ask people to pay, sign in or give any information other than their email address and preferences in order to unsubscribe.
  • Do not remove, hide or interfere with SendAxion’s one-click unsubscribe headers (RFC 8058), unsubscribe links or preference pages.
  • Do not email people who have unsubscribed, complained or hard-bounced, whether by re-importing them or by sending through another stream, subaccount or credential, and never sell or transfer their addresses.
  • Transactional email does not need an unsubscribe link, but it must not be used to deliver marketing. If the main purpose of a message is promotional, it is marketing email and these rules apply.

4. Sender identity and content requirements

  • Send only from domains you own or control and have verified in SendAxion. Authenticate every sending domain with SPF and DKIM, and publish a DMARC record with at least a p=none policy. Your From domain must align with your SPF or DKIM domain.
  • Use accurate From, Reply-To and routing information that identifies you or your business. Do not forge or hide header information.
  • Use subject lines that honestly reflect the content of the message.
  • Include your valid postal address in every marketing email, and identify the message as an advertisement where the law requires it.
  • Send marketing through SendAxion’s marketing tools or a marketing stream, and transactional email through a transactional stream. Bulk marketing sent through transactional API or SMTP credentials may be paused.
  • Keep your email recognizable: use consistent sender names and domains, and do not rotate domains, IP addresses or sender identities to get past filters.

5. Prohibited content and activity

You must not use SendAxion to send, host, link to or facilitate:

  • phishing, credential harvesting, or impersonation of any person, company, brand or public authority;
  • malware, viruses, ransomware or spyware, or links to sites that distribute them;
  • fraud and scams, including advance-fee fraud, fake invoices, fake prizes or lotteries, pyramid or Ponzi schemes, and "get rich quick" or guaranteed-return investment offers;
  • deceptive practices, such as forged headers, misleading subject lines, disguised links, or link shorteners and redirects used to hide where a link goes;
  • snowshoe sending (spreading volume across many domains, IP addresses or accounts to avoid filters), or any other attempt to evade spam filters, blocklists, rate limits or suppressions;
  • content that is illegal where you or your recipients are, or that promotes illegal goods or services;
  • child sexual abuse material, or any content that sexualizes minors, which we report to the authorities;
  • sexually explicit or pornographic content;
  • content that threatens or harasses people, incites violence, or promotes hatred based on characteristics such as race, ethnicity, religion, gender, sexual orientation or disability;
  • content that infringes intellectual property, privacy or publicity rights; or
  • personal data you have no lawful basis to process, including special categories of data such as health information.

Industries that need our approval first

Some types of email attract high complaint and abuse rates. You may send the following only with our prior written approval, and in full compliance with the law: gambling, betting and lotteries; cryptocurrency, foreign-exchange and other investment offers; loans, credit repair and debt collection; pharmaceuticals, supplements and other health products; dating services; and affiliate marketing or lead generation. To ask for approval, contact support@sendaxion.com before you send.

Misuse of the platform

  • Do not use SendAxion as an open relay or proxy, or let others send through your Account without controls.
  • Do not share API keys or SMTP credentials outside your organization, or expose them in public code or apps.
  • Do not send messages just to find out whether addresses exist. Use address verification instead.
  • Do not probe, scan, load-test or attack SendAxion systems, or try to access other customers’ accounts or data.
  • Do not open additional accounts to get around limits, suspensions or plan restrictions.

6. List quality and sending performance

Mailbox providers judge senders by how recipients respond. Keep your sending within these limits:

  • Spam complaints. Keep your complaint rate below 0.1% of delivered messages and never let it reach 0.3%, the level at which Gmail and Yahoo restrict bulk senders. Gmail does not report individual complaints, so your real complaint rate can be higher than the rate you can see.
  • Bounces. Keep hard bounces low: as a guide, below 2% of messages sent. Remove addresses that hard-bounce and never send to them again.
  • Spam traps and blocklists. Hitting spam traps or causing blocklist listings shows a problem with how a list was collected or maintained. Fix it before you send to that list again.
  • Engagement. Stop emailing people who have not opened or clicked for a long time, and send at the volume and frequency your recipients expect.
  • Volume. Increase volume gradually, especially from a new account, domain or dedicated IP. Sudden large spikes look like abuse to mailbox providers, and to us.
  • Suppressed recipients. Do not try to send to addresses that are suppressed because of bounces, complaints or unsubscribes.

If you send to Gmail, Yahoo or other large mailbox providers, you must also meet their bulk-sender requirements: authenticate with SPF and DKIM, publish DMARC, align your From domain, offer one-click unsubscribe in marketing email and honor it within 2 days, and keep spam complaint rates below 0.3%.

7. Laws you must follow

You are responsible for complying with every law that applies to your email and your recipients, including, where they apply:

  • the US CAN-SPAM Act;
  • Canada’s Anti-Spam Legislation (CASL), which generally requires express or implied consent before you send commercial email;
  • the EU GDPR and the ePrivacy Directive, and the UK GDPR and the Privacy and Electronic Communications Regulations (PECR);
  • the Nigeria Data Protection Act 2023; and
  • other data protection, consumer protection and anti-spam laws where your recipients live, such as Kenya’s Data Protection Act 2019, South Africa’s Protection of Personal Information Act 2013 and Ghana’s Data Protection Act 2012.

Where these laws differ, follow the strictest rule that applies to each recipient.

8. Subaccounts, agencies and resellers

If you send email for clients or other organizations, including through subaccounts, you must make sure they follow this AUP, and you are responsible for their sending. We may act against an individual subaccount or against your whole Account.

9. How we enforce this policy

We monitor sending through automated checks and reviews by our team. If we believe this AUP has been or may be breached, we may, with or without notice:

  • warn you and ask you to fix the problem, for example by cleaning a list or confirming permission again;
  • limit, throttle, hold or reject messages;
  • pause sending from your Account, a subaccount or a credential;
  • lock or suspend your Account, or disable signup forms, templates, tracking domains or other content;
  • ask for evidence of permission, information about your business, or changes to your sending before we restore it; and
  • close your Account, and report illegal activity to the authorities.

If your workspace is locked, the dashboard shows the reason and lets you request a review. We do not refund fees for any period affected by action we take because of a breach of this AUP.

10. Reporting abuse

To report spam, phishing or other abuse involving SendAxion, email abuse@sendaxion.com. Include the full message with its headers (in most email apps, use "Show original" or "View source") and tell us when you received it. We review every report and keep the reporter’s identity confidential unless you agree otherwise or the law requires us to disclose it.

To report content that infringes your intellectual property, or another legal concern, write to legal@sendaxion.com.

11. Questions

If you are unsure whether your sending meets this policy, ask us before you send: contact support@sendaxion.com or open a ticket at our help desk.

Acceptable Use Policy | SendAxion