# Acceptable use policy

> **Draft — not yet reviewed by a lawyer.**

Last changed: 2026-10-13.

Every Plainsend customer shares the reputation of the services we send through. One sender's spam can hurt everyone's
delivery, so these rules are strict and we enforce them.

## Who you can email

- Only people who gave you permission, or where the law allows you to email them without it (for example, in
  Australia, inferred consent under the Spam Act 2003 from an existing business relationship). Be ready to show where
  each contact came from.
- **No purchased, rented, scraped or shared lists**, and no lists of people who haven't heard from you in years.
- Honour every unsubscribe immediately. Plainsend does this for you; don't work around it (for example, by importing
  people again who unsubscribed).

## What you can't send

- Anything illegal, or that promotes illegal activity.
- Phishing, malware, or messages pretending to be someone else.
- Misleading subject lines or sender names.
- Content that harasses, threatens or promotes hate or violence against people.
- Sexually explicit material.
- Get-rich-quick schemes, multi-level marketing recruitment, unlicensed financial advice, or payday loan offers that
  break local lending law.
- Unlicensed or prescription-only drugs, or anything that needs a licence you don't have.

## How you use the service

- Don't try to get around sending limits, warm-up caps, approvals or the eligibility check, for example by opening
  several accounts.
- Don't probe, scan or attack Plainsend or other customers' data. To report a security issue, see
  [security](https://plainsend.app/security.md).
- Don't let agents you connect do what you couldn't do yourself.

## Thresholds

We pause sending for a brand whose bounce or complaint rate crosses the reputation guard's line (about 2% bounces or
0.08% complaints over a rolling window), and tell you why. Mailbox providers expect complaint rates well under 0.3%.

## What happens if the rules are broken

Depending on how serious it is, we may hold a send for review, pause sending, ask you to fix your list, or close the
account. We'll tell you what we found and what you can do, unless doing so would help an attacker.

Report abuse of Plainsend through the [contact form](https://plainsend.app/switch.md#talk).