Acceptable Use Policy

This Acceptable Use Policy ("AUP") governs your use of the Sendifai platform and services provided by Sendifai Limited ("Sendifai", "we", "us", "our"). This AUP is incorporated into and forms part of our Terms of Service.

Violation of this AUP may result in immediate suspension or termination of your account without prior notice or refund.

1. Purpose

Sendifai provides email marketing, CRM, and multi-channel communications tools. This AUP protects our customers, their contacts, our infrastructure, and our shared sending reputation. Maintaining high standards benefits all users by preserving deliverability and trust with mailbox providers.

2. Consent and Permission Requirements

2.1 You must have permission. All messages sent through Sendifai must be sent to recipients who have given their consent or with whom you have a legitimate existing relationship as defined by applicable law.

2.2 Purchased, rented, or scraped lists are prohibited. You may not upload or send to contact lists that were purchased from third parties, rented, harvested from websites, scraped from social media, or obtained from any source where the contacts did not directly and knowingly provide their information to you or your organisation.

2.3 Consent records. You must maintain records of how and when consent was obtained for each contact. Sendifai may request evidence of consent at any time, and you must provide it within 48 hours.

2.4 Double opt-in is recommended. While not required for all use cases, we strongly recommend confirmed opt-in (double opt-in) for email marketing lists to maintain quality and reduce complaints.

3. Prohibited Content

You must not use Sendifai to create, store, or send content that:

3.1 Is unlawful. Violates any applicable law or regulation in any relevant jurisdiction.

3.2 Is spam. Unsolicited bulk or commercial messages to recipients who have not consented.

3.3 Contains malware or phishing. Viruses, ransomware, harmful software, or content designed to deceive recipients into revealing credentials, personal information, or financial details.

3.4 Is fraudulent or deceptive. Misleading claims, pyramid schemes, chain letters, or fraudulent offers.

3.5 Promotes hatred or harassment. Content promoting hatred, discrimination, or violence against any individual or group based on protected characteristics. Content that harasses, bullies, threatens, or intimidates.

3.6 Is sexually explicit. Pornography or sexually explicit material. This does not apply to legitimate health or educational content sent to consenting adult audiences.

3.7 Exploits children. Any content that exploits, endangers, or sexualises minors. We report suspected child exploitation material to law enforcement.

3.8 Promotes violence or extremism. Content promoting terrorism, violent extremism, or providing instructions for causing harm.

3.9 Infringes intellectual property. Content that infringes copyrights, trademarks, patents, or other intellectual property rights.

3.10 Markets regulated products unlawfully. Marketing of controlled substances, prescription medications, tobacco, cannabis, firearms, or gambling services in violation of applicable regulations.

4. Prohibited Practices

You must not:

4.1 Spoof or misrepresent. Use false, misleading, or forged sender names, email headers, or reply-to addresses. All messages must accurately identify you or your organisation.

4.2 Omit required identification. Fail to include a valid physical postal address in commercial emails as required by law.

4.3 Suppress unsubscribes. Fail to honour unsubscribe requests, re-add unsubscribed contacts, or make unsubscribing unreasonably difficult.

4.4 Exceed complaint thresholds. Maintain spam complaint rates above 0.1% as measured by mailbox provider feedback loops. Rates above 0.08% will trigger a warning. Persistent rates above 0.1% may result in suspension.

4.5 Maintain excessive bounces. Maintain hard bounce rates above 5% on any campaign, indicating poor list hygiene.

4.6 Abuse the platform. Conduct denial-of-service attacks, exploit vulnerabilities, interfere with other users, or compromise infrastructure.

4.7 Circumvent limits. Create multiple accounts to bypass plan limits, sending limits, or enforcement actions.

4.8 Resell without authorisation. Resell or redistribute the Services without written agreement.

4.9 Automate abusively. Use bots, scripts, or automated tools to interact with the Services in unintended ways.

5. Industry-Specific Guidance

5.1 Churches and Religious Organisations

We welcome churches and faith communities. Content related to religious services, community events, pastoral care, ministry updates, and faith-based communications is permitted, provided it complies with Sections 3 and 4 above and all applicable data protection law. Pastoral care data (care cases, prayer requests, sensitive personal information) must be handled with particular care given its sensitive nature under UK GDPR Art. 9.

5.2 Charities and Nonprofits

Charitable fundraising and awareness campaigns are permitted. You must comply with applicable charity regulations, including the Fundraising Regulator's Code of Fundraising Practice (UK) where applicable.

5.3 Regulated Industries

If you operate in a regulated industry (financial services, healthcare, legal services), you are responsible for regulatory compliance of your communications. Sendifai does not review content for industry-specific regulatory compliance.

6. Technical Requirements

6.1 Authentication. If using custom sending domains, you must configure SPF, DKIM, and DMARC correctly.

6.2 List hygiene. You must regularly remove invalid addresses, hard bounces, and long-term unengaged contacts.

6.3 Sending warm-up. New accounts must increase sending volumes gradually. Sudden large volume increases may trigger temporary rate limiting.

7. Monitoring and Enforcement

7.1 We reserve the right to review any content or account activity for compliance with this AUP, using automated systems and manual review.

7.2 Enforcement actions are proportionate to severity and frequency:

• Warning and request for corrective action
• Temporary sending suspension
• Reduced sending volume or rate limits
• Content removal
• Account suspension
• Account termination without refund
• Reporting to law enforcement (for illegal content)

7.3 Serious violations (phishing, malware, child exploitation) result in immediate termination and may be reported to authorities.

7.4 Appeals. If you believe an enforcement action was taken in error, contact legal@sendifai.com within 14 days. We will review and respond within 7 business days.

8. Reporting Violations

Report suspected violations to abuse@sendifai.com, including:

• The sender's email address or organisation name
• A copy of the offending message (with full headers if possible)
• A description of the violation

9. Changes

We may update this AUP from time to time. Material changes will be communicated via email and posted on our Website.

10. Contact Us