Anti-Abuse Policy

1. Scope and responsibility

This Anti-Abuse Policy applies to every MailSequence account, workspace, user, campaign, integration, API client, and message sent or managed through the service. It forms part of our Terms of Service.

You are responsible for the conduct of your users and clients, the origin and permitted use of your contact data, the content of your messages, and compliance with all laws and mailbox-provider rules that apply to your activity. MailSequence does not determine whether a particular recipient, message, or campaign is lawful for you.

2. Required sending practices

You must:

• send only from business inboxes and domains that you own or are expressly authorized to use;
• maintain accurate sender identity and contact information, without impersonation or concealment;
• authenticate sending domains appropriately, including SPF, DKIM, and DMARC where supported or required;
• send messages only to audiences obtained lawfully and selected for a genuine, relevant business purpose;
• have and document any consent, legitimate interest, contractual necessity, or other lawful basis required for each audience and jurisdiction;
• provide notices, disclosures, identifying information, and a physical or postal address where required by applicable law;
• include a clear, working opt-out method in every campaign and avoid making recipients log in or provide unnecessary information to opt out;
• honor unsubscribe requests, direct requests to stop, complaints, and other applicable objections promptly and within every legally required period;
• maintain suppression records and apply them across relevant campaigns, workspaces, imports, integrations, and clients;
• verify and maintain audience quality, investigate abnormal bounce or complaint rates, and stop sending when continued activity would create material risk; and
• respect MailSequence limits, safeguards, review requests, and the acceptable-use rules of Google, Microsoft, Cloudflare, domain registrars, verification services, and other providers involved in your sending path.

3. Lawful sourcing and audience provenance

You must be able to explain how contacts were obtained, why the intended communication is permitted, what geographic or sector-specific rules apply, and how the audience is relevant to the message. If we ask, you must provide reasonable supporting evidence such as source records, collection notices, consent records, customer instructions, contracts, list criteria, or suppression history.

You may not use purchased, rented, scraped, harvested, automatically generated, appended, enriched, or third-party contact data unless its collection, disclosure, acquisition, and intended use are lawful and otherwise comply with this policy. The availability of an address from a public page, vendor, enrichment service, or data broker does not by itself establish permission or a lawful basis to contact that person.

4. Opt-outs, objections, and suppression

An opt-out includes use of an unsubscribe mechanism and any clear request not to receive further messages, whether received by email, reply, complaint, support request, or another reasonable channel. You must not obscure, discourage, charge for, or retaliate against an opt-out.

You may not remove, bypass, overwrite, or ignore a suppression merely because a contact is re-imported, appears in another list, enters through an integration, changes campaign, or is assigned to another inbox or workspace. Where an objection or legal requirement applies more broadly than one campaign, you must apply the suppression at that broader scope.

5. Prohibited activity

You may not use MailSequence to:

• send spam, indiscriminate bulk messages, or communications prohibited by applicable marketing, privacy, consumer-protection, or electronic-communications law;
• send to a person after an applicable opt-out, complaint, block, or suppression event;
• use a purchased, scraped, harvested, generated, or third-party list in violation of Section 3;
• send from free consumer accounts, disposable SMTP infrastructure, compromised accounts, or domains you are not authorized to use;
• use forged headers, misleading routing data, deceptive subject lines, impersonation, false claims, or concealed sender identity;
• distribute phishing, malware, fraudulent offers, unlawful goods or services, abusive or harassing material, or content that infringes another party's rights;
• evade or disable authentication, verification, warmup, rate, sending, suppression, monitoring, billing, security, or enforcement controls;
• rotate accounts, inboxes, domains, workspaces, identities, payment methods, integrations, or network infrastructure to avoid restrictions or continue suspended activity;
• misrepresent campaign activity, list provenance, complaint levels, business identity, intended use, or compliance evidence;
• share, transfer, sublicense, or resell account access for activity that would violate this policy; or
• help another person engage in any prohibited activity.

6. Monitoring and investigations

We may use automated and manual review to evaluate signals including sending volume and velocity, authentication state, bounce and complaint rates, opt-outs, blocks, content and link patterns, account relationships, provider responses, billing risk, attempts to evade controls, and reports from recipients or third parties.

We may ask you to explain a campaign, identify your business and customers, demonstrate control of domains and inboxes, disclose audience criteria and sources, produce consent or lawful-basis records, or describe corrective measures. You must provide complete and accurate information within the time stated in our request. We are not required to disclose confidential detection methods, risk thresholds, or information that could enable circumvention.

7. Enforcement

When we reasonably believe that activity violates this policy, applicable law, provider requirements, or creates risk to recipients, third parties, the platform, or its reputation, we may take action with or without prior notice. Depending on severity, history, urgency, and the possibility of remediation, actions may include:

• warning you or requiring changes, evidence, or a written remediation plan;
• reducing sending capacity, disabling a feature or integration, suppressing recipients, or pausing campaigns;
• restricting inboxes, domains, users, workspaces, API keys, or account access;
• rejecting an application, purchase, campaign, import, or requested increase;
• suspending or terminating an account or related accounts;
• preserving and sharing relevant information with payment partners, infrastructure providers, affected parties, regulators, or law enforcement where permitted or required; and
• taking other reasonable steps necessary to prevent, investigate, or remedy harm.

Serious misconduct, repeated violations, evasion, deceptive information, failure to cooperate, or activity presenting urgent legal, security, deliverability, or reputational risk may result in immediate suspension or termination. Enforcement does not relieve you of accrued payment obligations, and refund eligibility remains governed by our Cancellation and Refund Policy and applicable law.

8. Reporting abuse and appeals

If you received unwanted or harmful email sent through MailSequence, forward the message with its complete headers and any relevant context to abuse@mailsequence.com. We will review credible reports and may contact the sender, recipient, or relevant service providers when appropriate.

If your activity was restricted and you believe the decision was mistaken, reply to the enforcement notice or contact abuse@mailsequence.com with your account details, the affected campaign, and supporting evidence. Submission of an appeal does not require us to restore access while the review is pending.

9. Changes to this policy

We may update this policy to reflect changes in the service, law, provider requirements, or abuse patterns. Material changes will be communicated as described in our Terms of Service. Continued use after an updated policy takes effect constitutes acceptance of the updated policy.