Terms and acceptable use

The account and the organisation

Registering creates a user and an organisation, and the first user owns it. Roles inside an organisation run viewer, editor, admin, owner, and each is a rung above the last rather than a separate set of grants. An owner cannot be removed by another admin.

Platform staff accounts are set directly in the database by somebody with shell access to the host. No administrator inside a customer organisation can promote themselves to one, because a tenant admin who can do that is not a staff system, it is a privilege escalation with extra steps.

Your relay, your postage, your reputation

This service does not sell postage. You connect your own relay, or send through the infrastructure that comes with the account -- and that relay bills you at its own rates under its own terms. The subscription here pays for the software.

The consequence that matters: the sending reputation you build belongs to your account and leaves with you.

Acceptable use

Every rule in this section is already enforced somewhere in the product. They are written down here so that the enforcement is not a surprise.

• Send only to people who asked. The product has no list-buying, no address guessing, no scraping and no catch-all harvesting, and it will not send to an address that has bounced, complained or unsubscribed.
• Consent is yours to be able to evidence. Where you are relying on opt-in, you must actually hold it. The product records one row per consent decision so that you can show it; it cannot invent one for you.
• Unsubscribes are honoured across the group. Opting out of one sending identity opts the recipient out of the whole consent group. One-click unsubscribe headers go on every message and cannot be switched off.
• Suppression only tightens. Deliverability state moves one way, and a CRM sync may not relax it. Loosening one is an explicit, audited act with a reason attached, taken by a person.
• Warm-up applies to new sending IPs. While a connector is warming up its daily limit is capped by the ramp as well as by the relay's own quota.
• Do not use the service to send what the law where you are, or where your recipient is, does not let you send. Marketing consent rules differ by country and by channel, and holding them up is yours.

Plans, payment and lapsing

Plans, their allowances and what each unlocks are published on the pricing page, read from the same source the product enforces. A new organisation starts on the free plan.

If a subscription lapses, the organisation drops to the free plan. It is not locked and the records are not deleted. Suspension for abuse stops an organisation using the product, and equally does not delete their records.

Security expectations both ways

Credentials you paste in are encrypted at rest and never returned by the API. In exchange: do not paste a credential into a support ticket, do not share a login between people -- seats exist for that -- and tell us quickly if you think a key has leaked.

Refusing and withdrawing service

We reserve the right to refuse service to anyone, and to decline, suspend or end an account at our discretion. In practice that discretion is exercised for one reason -- sending that damages recipients, or that damages the shared infrastructure everyone else’s mail depends on -- and the acceptable use section above is the description of it. We would rather tell you which rule is in question and give you the chance to answer than act without saying why, and that is how we intend to behave.

Reserving the right is not the same as promising to be reasonable about it, so the two are stated separately and only the first of them is a term. Suspension stops an organisation using the product; it does not delete the organisation’s records, and an export remains available.

Changes to these terms and to the privacy policy

These terms and the privacy policy may change at any time, and the version published here is the one that applies. Each page carries the date it was last updated, so a change is visible rather than silent. Continuing to use the service after a change means the changed terms apply to you.

Where a change materially reduces what you get or materially increases what we may do with your data, we intend to say so directly to account owners rather than rely on you noticing a date. That is a statement of intent and not yet a contractual notice period -- the notice period is in the outstanding list below, and it should not be read as one until it leaves that list.