Acceptable Use Policy

1. Why this policy exists

Sently sends email through shared infrastructure. One sender with bad lists can damage delivery for everyone on the platform, so the rules below are strict and we enforce them. This policy is part of the Terms of Service.

2. Permission to send

• Every recipient must have asked for the mail, or have a clear relationship with you that makes it expected, such as a purchase, an account, or a request for information.
• No unsolicited bulk email of any kind.
• No purchased, rented, harvested or scraped address lists, and no lists obtained from a third party.
• No sending to addresses you guessed, appended, or reconstructed from patterns.
• You must be able to show, on request, where and when a recipient opted in.

3. Content that is not allowed

• Phishing, credential harvesting, or any attempt to impersonate a person, brand or institution you are not.
• Malware, viruses, ransomware, or links to them.
• Forged headers, misleading subject lines, or a From address you are not authorised to use.
• Content that is illegal in India or in the recipient's country.
• Adult content, gambling, unlicensed financial or pharmaceutical offers, pyramid schemes, and cryptocurrency promotion.
• Harassment, threats, or content that incites violence or hatred.

4. Sending on behalf of others

You may send for a client only if that client has authorised you to send on their behalf and controls the sending domain you use. Do not use one account to send unrelated mail for unrelated parties who have not agreed to it. Reselling Sently needs our written agreement.

5. Unsubscribes and complaints

• Honour every unsubscribe request within 7 days, and permanently for any marketing mail.
• Include a working unsubscribe mechanism in any message that is not strictly transactional.
• Never re-add an address that unsubscribed, bounced hard, or filed a spam complaint.
• Suppress addresses we mark as blocked. Repeatedly sending to them counts as a violation.

6. Delivery health limits

These are the thresholds our providers hold us to, measured across your recent sending:

• Hard bounce rate must stay under 5%.
• Spam complaint rate must stay under 0.1%.

When an account goes above either figure we may pause its sending automatically, without waiting for a person to review it. You will see the reason in the dashboard. Sending resumes once you have cleaned your list and explained what changed. We may also apply a daily send limit to new accounts while their reputation is established.

7. Technical rules

• Use only domains you have verified on the account, with our DNS records in place.
• Do not try to bypass plan limits, rate limits or the abuse controls.
• Do not probe, scan or load test the API without asking us first.
• Keep your API keys secret. Sending done with your key is treated as sending done by you.

8. What happens if you break this policy

Depending on how serious the problem is, we may:

1. email you and ask you to fix it;
2. apply a lower daily send limit;
3. pause sending on the account while we look into it;
4. suspend or close the account.

For clear abuse, such as phishing or malware, we act immediately and without notice, and we report it to the relevant authorities when we have to. Fees already paid are not refunded when an account is suspended for abuse, as set out in the Refund and Cancellation Policy.

9. Reporting abuse

If you received unwanted email sent through Sently, report it to [email protected]. Include the full message headers if you can, since they let us identify the sender. We review every report and reply to the reporter when a reply is useful.

Operated by Sently.