Acceptable Use Policy

This Acceptable Use Policy ("AUP") governs your use of the MailGraf email marketing platform and all related services. It supplements our Terms of Service and forms part of the agreement between you and MailGraf Digital Ltd.

By using the Service, you agree to comply with this policy. Violation may result in suspension or termination of your account.

1. Permission-based sending only

You may only send emails to recipients who have given you their prior, verifiable consent. This means:

• Every email address on your list must have been collected directly by you through a lawful opt-in process
• You must be able to demonstrate proof of consent for each recipient if requested by MailGraf or a regulatory authority
• Purchased, rented, scraped, harvested, appended or third-party lists are strictly prohibited, regardless of how the list provider describes them
• Co-registration lists (where consent was obtained by a third party on your behalf) are not accepted unless you can provide clear evidence that the subscriber knowingly opted in to receive communications specifically from you

We strongly recommend using double opt-in (confirmation email) for all new subscribers. This protects both you and your subscribers and significantly reduces spam complaints.

2. Sending thresholds and list quality

You are responsible for maintaining the quality of your email list. The following thresholds apply:

• Hard bounce rate: Must remain below 3% per campaign. Lists exceeding this threshold will be flagged for mandatory cleaning before further sends are permitted.
• Spam complaint rate: Must remain below 0.3% per campaign, in line with Google and Yahoo sender requirements. The recommended target is below 0.1%.
• Minimum engagement: Consistently low open rates (below 2% across multiple campaigns) may trigger a list quality review.

If your list fails to meet these thresholds, we may require you to run an email verification pass before resuming sends.

3. Prohibited content

You may not use the Service to create, store, send or distribute content that:

• Promotes or facilitates illegal activity in any jurisdiction
• Contains or links to malware, viruses, spyware, trojans or phishing schemes
• Promotes pornography, adult content or sexually explicit material
• Promotes gambling, betting or casino services (unless licensed and approved in advance)
• Promotes multi-level marketing (MLM), pyramid schemes or get-rich-quick programmes
• Advertises weapons, ammunition, explosives, drugs or controlled substances
• Contains hate speech, threats, harassment, defamation or discriminatory content
• Promotes counterfeit goods, pirated software or intellectual property infringement
• Contains deceptive, misleading or fraudulent claims
• Impersonates any person, company or organisation (including MailGraf)
• Promotes deepfake content or AI-generated impersonation material
• Advertises unregulated pharmaceutical products, miracle cures or unapproved health supplements

4. High-scrutiny industries

The following industries are not automatically prohibited but are subject to additional review during onboarding. MailGraf reserves the right to request additional documentation, impose sending restrictions or decline service at its discretion:

• Affiliate marketing and lead generation
• Cryptocurrency, blockchain and digital assets
• Financial products, loans and credit services
• Dating and matchmaking services
• Political campaigns and advocacy
• Cannabis and CBD products (where legal)

If your business operates in one of these categories, please contact us before creating an account so we can assess compatibility.

5. Required elements in every email

Every email sent through the MailGraf platform must include:

• A clearly visible and functional unsubscribe link that allows the recipient to opt out with a single action
• Accurate sender identification, including a recognisable sender name and a valid physical postal address
• Truthful and non-deceptive subject lines that accurately reflect the content of the email
• Compliance with the CAN-SPAM Act, PECR (Privacy and Electronic Communications Regulations), UK GDPR and any other applicable anti-spam legislation in the recipient's jurisdiction

You may not:

• Hide, obscure or make the unsubscribe link difficult to find
• Use misleading "RE:" or "FWD:" prefixes on emails that are not genuine replies or forwards
• Use a sender name or address that disguises your identity
• Send emails from a free email provider address (e.g. @gmail.com, @yahoo.com) for bulk commercial sending

6. Prohibited list practices

The following practices are prohibited:

• Purchasing, renting or borrowing email lists from any source
• Scraping or harvesting email addresses from websites, social media or public directories
• Using email addresses obtained through sweepstakes, contests or giveaways where the entrant did not explicitly consent to receive marketing emails from you
• Adding email addresses manually without the individual's knowledge and consent
• Sharing or cross-pollinating lists between separate businesses or brands without each subscriber's explicit consent
• Re-adding subscribers who have previously unsubscribed without obtaining fresh, explicit consent

7. IP and infrastructure protection

MailGraf uses shared IP pools for standard accounts. Your sending behaviour directly affects the deliverability of other customers on the same pool. To protect the shared infrastructure:

• You must not send emails designed to generate high complaint rates, bounce rates or spam trap hits
• You must not attempt to circumvent MailGraf's sending limits, throttling mechanisms or compliance checks
• You must not use the Service to conduct any form of email appending, list validation abuse or address harvesting
• Accounts that degrade the shared IP reputation may be throttled, suspended or terminated without prior warning

Customers on dedicated IP addresses are solely responsible for the reputation of their assigned IP and must adhere to all other provisions of this policy.

8. Account integrity

• You may not create multiple accounts to circumvent a suspension, termination or sending restriction imposed on a previous account
• You may not use the Service on behalf of a third party without disclosing this to MailGraf
• You may not resell, sublicense or redistribute MailGraf services without prior written agreement
• If your account is suspended or terminated for policy violations, you are not entitled to create a new account without written approval from MailGraf

9. Impersonation and brand abuse

You may not use the Service to impersonate MailGraf, its employees, its partners or any other person or organisation. This includes:

• Using MailGraf's name, logo or branding in your email content without authorisation
• Sending emails that could reasonably be mistaken for official MailGraf communications
• Falsifying sender headers, return-path addresses or other technical identifiers to disguise the origin of a message

10. Reporting violations

If you believe that a MailGraf customer is violating this policy, or if you have received unwanted email sent through the MailGraf platform, please report it through our contact form with "AUP Violation" in the subject line. We take all reports seriously and will investigate promptly.

11. Enforcement

MailGraf monitors compliance with this policy through automated systems and manual review. If we determine that you have violated this policy, we may take one or more of the following actions at our sole discretion:

• Issue a written warning with a specified timeframe for corrective action
• Temporarily suspend your sending privileges pending investigation
• Require you to clean your list through an approved email verification service before resuming sends
• Permanently suspend or terminate your account
• Report the violation to relevant authorities if required by law

Serious violations, including the use of purchased lists, sending to known spam traps, distributing malware or engaging in phishing, may result in immediate termination without prior warning and without refund.

12. Changes to this policy

We may update this Acceptable Use Policy from time to time to reflect changes in industry standards, legal requirements or our operational practices. Material changes will be communicated through the platform or by email at least 14 days before taking effect.

Continued use of the Service after the effective date constitutes acceptance of the updated policy.

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For questions about this policy, please contact us.

MailGraf Digital Ltd Company No. 13282175 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ