Acceptable Use Policy

Deliverability is a team sport. Email service providers like mailkube are only as good as our senders. In order to provide all our senders with the best deliverability and inbox placement, we enforce rules and guidelines to limit usage that would jeopardize the deliverability of all of our senders or simply break the law.

With that in mind, there are some types of sending that are simply not allowed and will not be tolerated. The following policy clearly states which uses of mailkube are not acceptable.

We reserve the right to terminate your account at any time for violation of the provisions of this section. Depending on the severity and your cooperation, and where practicable, we will try to work with you before any disruption.

Refunds will not be issued for breaches of this Acceptable Use Policy. Additionally, once emails have been sent, refunds will not be issued for partial quota usage.

Appropriate Sending Statistics

The rates below are floors at which mailkube may act. They are not a safe harbour and they are not exhaustive.

• mailkube may act where your complaint rate reaches 0.1% or more
• mailkube may act where your bounce rate reaches 2% or more

mailkube may also act on other deliverability and abuse signals, including signals not stated in this policy, and may act below a figure above where the circumstances warrant it. Sending that stays under every figure above creates no entitlement to continued service and is not a defence to any action taken under this policy or under the Terms of Service.

How the rates are measured. Rates are measured over your recent sending activity, and only once that activity has reached a minimum volume; below that volume no rate is evaluated. The categories of signal mailkube weighs, and what an enforcement decision can result in, are described in the Privacy Policy under Automated decisions about sending. mailkube does not publish the measurement periods, groupings, or exact triggers it applies, and may change them.

What mailkube may do. Where mailkube acts, it may, at its sole discretion and without prior notice, restrict or throttle your sending, suspend a sending domain, permanently shut down a sending domain and the apex domain above it, or suspend or terminate your account. A permanent shutdown applied to an apex domain covers every subdomain under it, so moving to a subdomain does not circumvent it. Section 8 of the Terms of Service governs the consequences for fees, and no refund is issued in connection with any such action.

Review of a permanent action. Where mailkube permanently shuts down a sending domain or terminates your account, you may ask mailkube to review that decision by raising a ticket from the Help section of your mailkube dashboard, identifying the affected domain or account. Where you can no longer sign in, submit the request from our contact page using the email address of an owner or administrator of that organization, which keeps the route to a review open after a termination. A review requested this way is carried out by a person and not by an automated process, and you may put forward your own account of the facts.

Notification, and reasons for a content decision. Where mailkube acts on deliverability grounds, such as the rates above, it may notify the contacts in your organization who are subscribed to the relevant notifications, but that notification is not a condition of any action and you should not rely on receiving it. Where mailkube instead restricts, suspends or terminates your service on the ground that content you sent is unlawful or is incompatible with this policy or the Terms of Service, it gives you a statement of the reasons for that decision, no later than the date the restriction takes effect, using the contact details it holds for your organization. That statement does not depend on any notification subscription. mailkube does not give a statement of reasons where the content concerned was deceptive high-volume commercial content.

Domain Reputation Requirements

When you add a sending domain, mailkube checks its reputation against third-party threat intelligence services. Domains that are flagged will not be accepted onto the platform.

mailkube also checks its own enforcement record. Where a sending domain has previously been suspended or shut down under this policy, mailkube may decline a new registration of that domain, or of another domain under the same apex domain, for a period following that action. A domain’s enforcement history stays attached to the domain name itself, so registering it from a different organization does not reset that history. mailkube does not publish the period it applies.

You are solely responsible for the sending reputation of any domain you register with mailkube, including any history that domain has with third-party reputation services prior to registration. A domain-creation rejection on reputation grounds is not a service failure and, per Section 8 of the Terms of Service, is not eligible for a refund.

Prohibited Sending Purposes

• Spamming: You are prohibited from sending mass, non-personalized, unsolicited messages without prior consent.
• Phishing: You are prohibited from sending fraudulent emails posing as someone you are not, in an attempt to steal information or trick recipients into an undesired action.
• Illegal Activities: You are prohibited from sending anything promoting or containing illegal activities.
• Low Quality: You are prohibited from sending messages that result in high bounce or complaint rates.
• Malicious Content: You are prohibited from sending messages that intentionally attempt to attack, hack, or harm, including but not limited to distributing malware, viruses, or compromising code.
• Harassment: You are prohibited from using mailkube to harass, intimidate, or threaten any individual or group.
• Interference: You are prohibited from sending messages in a manner that could disable, overburden, damage, or impair mailkube or any other service.

Prohibited Sending Content

• Emails offering to sell illegal goods or services
• Emails that violate CAN-SPAM, GDPR, or any local laws or regulations
• Pornography or sexually explicit content
• Escort services
• Pharmaceutical products
• Gambling services or products
• Multi-level marketing or pyramid schemes
• Get rich quick opportunities
• Credit repair and get out of debt opportunities
• Short-term or payday loan services
• List brokers or list rental services
• Selling likes or followers for a social media platform
• Other content that we find, in our sole discretion, hurts our reputation or deliverability

Appropriate Mailing Lists

All mail must be sent to recipients who gave you explicit approval (opt-in) to send to them. Sending unsolicited messages is prohibited under the Spam section above, and you warrant in our Data Processing Addendum that you have a lawful basis and any consents required for the recipient data you send to.

Whatever your lawful basis, every message you send must:

• Include a valid address and company name in the email
• Explicitly disclose why you are contacting the recipient
• Provide a frictionless way to opt-out (unsubscribe), keep that mechanism working for at least 60 days after the message is sent, and honor their request within 24 hours
• Be confident that your message provides them with value
• Follow all applicable laws and regulations, including the ePrivacy rules on electronic marketing that apply where your recipient is located

Prohibited Account Usage

Users are expressly forbidden from creating or using an account, or multiple accounts, with the aim of circumventing any quotas or limits imposed by mailkube.

Contact

For questions about this policy, raise a ticket from the Help section of your mailkube dashboard. If you do not have an account, use our contact page.