Acceptable Use Policy

PennyPost sends email for many customers over shared infrastructure. When one account sends email people didn't ask for, mailbox providers and our sending provider can slow down or block mail for everyone else too. This policy sets the rules that keep everyone's email reaching inboxes. It's part of our Terms of Service, and it applies to every email you send through PennyPost: campaigns, workflows, welcome and confirmation emails, and anything sent through the API.

1. Who you can email

Only people who asked to hear from you:

• people who signed up to your own app, product or service, getting email about it;
• people who opted in on one of your forms to get your emails, such as a newsletter or waitlist signup.

What you send has to match what they signed up for. Someone who created an account in your app expects onboarding and product email. They didn't ask for offers from other companies.

Keep a record of how and when each contact signed up. We may ask to see it.

For public signup forms we recommend confirmed opt-in, which you can turn on for each list. New signups then get an email with a link and only join the list once they click it.

2. Lists you can't use

• Bought, rented, borrowed, shared or traded lists, including "opt-in" lists from list sellers.
• Addresses scraped or harvested from websites, social networks, code hosting sites, app stores, directories or anywhere else.
• Addresses from event badges, business cards, giveaways or partner signups, unless the person agreed to get email from you specifically.
• Lists nobody has emailed for more than 12 months. Old addresses bounce, and some turn into spam traps. Talk to us before sending to one.
• Shared inboxes like info@ or sales@ that didn't sign up themselves.

No cold email. PennyPost isn't for outreach to people who never signed up, even a single "quick question" email to a business address.

PennyPost checks every CSV import. If a file of 50 or more addresses has more than 20% shared-inbox addresses (like info@ or sales@) or addresses on throwaway email domains, the import stops.

3. What every email needs

A working unsubscribe link. PennyPost adds one to the footer of every email, plus the List-Unsubscribe headers that give Gmail, Yahoo and other inboxes their one-click unsubscribe button. Don't remove, hide or break the link. If you send your own HTML design, keep the unsubscribe placeholder in it: PennyPost won't send a campaign without it. Unsubscribe links never expire.

Respect for every unsubscribe. When someone unsubscribes, with the link or with their inbox's unsubscribe button, PennyPost takes them off that list at once. If someone asks another way, for example by replying or through your support inbox, mark them unsubscribed in PennyPost as soon as you can and within 10 business days at most. Never add back or import again anyone who unsubscribed, bounced or complained.

Your postal address. Marketing email must show a valid physical postal address for your business: a street address, a post office box or a registered mailbox address. Add it in your newsletter settings and PennyPost puts it in every email's footer. PennyPost won't send a campaign until the address is there. Add it before you publish a workflow too.

An honest sender. Send from a domain you own and have verified in PennyPost. Use a from name and a subject line that say who you are and what the email is about. No fake "Re:" or "Fwd:", and no misleading headers.

4. Bounce and complaint limits

A bounce here means a hard bounce: the email can't be delivered because the address doesn't exist or never will accept mail. A complaint is a recipient marking your email as spam.

	PennyPost pauses sending above	Our sending provider reviews the account at	Our sending provider can stop sending at
Bounce rate	2%	5%	10%
Complaint rate	0.08%	0.1%	0.5%

Our limits sit well under our sending provider's, so a problem gets caught on your account before it can stop email for every PennyPost customer. Aim to stay far below them.

How we measure. Each campaign and each workflow is measured on its own, once it has sent at least 100 emails: bounces divided by emails sent, and complaints divided by emails sent. For a workflow we count from the last time you published or resumed it.

What happens:

1. Every hard bounce and every spam complaint puts that address on PennyPost's suppression list right away. No PennyPost account can email it again.
2. When a campaign or workflow goes over a limit, PennyPost pauses it and holds all sending on your account for review. Nothing else sends from your account until we lift the hold.
3. We look at what happened and email you. Usually the fix is to remove the part of the list that caused it and explain where those addresses came from. Once it's fixed, we lift the hold and you can resume.
4. If it keeps happening, or the list breaks section 2, we can close the account.

5. Sending limits for new accounts

Mailbox providers don't trust a new sender who suddenly sends a lot, so new accounts warm up:

Account age	Emails per day
Days 1 to 3	200
Days 4 to 7	1,000
Days 8 to 14	5,000

After 14 days only your plan's monthly limit applies. While warming up, you can send a campaign to your most engaged contacts first and the rest over the next days.

Welcome and confirmation emails are also capped at 100 per list every 10 minutes, so a bot filling in your signup form can't damage your domain's reputation.

We also recommend turning on list cleanup. Contacts who stop opening your emails get one "do you still want these?" email, and if they don't answer, they stop getting your campaigns.

6. Content you can't send

• Anything illegal where you or your recipients are.
• Phishing, including simulated phishing tests, and email pretending to come from another company or person.
• Malware, or links to it.
• Sexually explicit content, or adult dating services.
• Hate speech, harassment, threats, or content that encourages violence.
• Content that infringes someone else's copyright, trademark or privacy.
• Get-rich-quick schemes, pyramid schemes and multi-level marketing.
• Cryptocurrency, trading or investment promotions, including "signals" and token sales.
• Payday loans, debt relief or credit repair offers.
• Gambling or betting.
• Drugs, medicines, supplements with health claims, weapons, or other regulated goods sold without the license they need.
• Affiliate offers or sponsored sends to contacts who didn't sign up for them.
• Fake invoices, fake order or shipping confirmations, made-up deadlines, and other claims meant to mislead.

7. Other things you can't do

• Open more than one account to get around limits, holds or a closed account.
• Share your account with other businesses or resell sending. Agencies can send for clients from separate workspaces on plans that include them, as long as each client's contacts opted in to that client.
• Probe, scan or attack PennyPost, or try to reach other customers' data.
• Use the API or signup forms to add people who didn't sign up themselves.
• Point the AI builder at websites you don't own or have no right to use, or use it to write anything this policy forbids.

8. If you break this policy

Depending on how serious it is, we can warn you, remove content, pause a campaign or workflow, hold all sending on your account, lower your limits, or suspend or close the account. For serious abuse, such as phishing, malware or bought lists, we act first and explain after. An account closed for breaking this policy may not get a refund.

9. Report abuse

If you got an email sent through PennyPost that you never asked for, forward it to hello@usepennypost.com, with the full headers if you can. We read every report. You can also unsubscribe with the link at the bottom of the email.

Changes to this policy

Email rules and mailbox provider requirements change, so we'll update this policy when they do. The date at the top shows the current version. If a change matters, we'll email customers before it applies.

Contact

[LEGAL NAME]
[POSTAL ADDRESS]
hello@usepennypost.com