Acceptable Use Policy

You may only send to people who gave you permission to email them, in a way you could evidence if challenged. Every audience you create records how its contacts opted in, and you attest to that record.

Permission means at minimum that the recipient:

• Actively provided their address to you — a form submission, a checkout, a signup inside your product, or a written request.
• Understood at that moment that they would receive the kind of mail you are now sending.
• Has not since asked to stop.

These are explicitly not permission:

• A list you purchased, rented, leased, or received from a data broker.
• Addresses scraped from websites, social media, WHOIS records, or directories.
• Addresses appended or enriched by a third party from other data you hold.
• Attendee lists from a conference or trade show where the person did not opt into your mail specifically.
• Business addresses guessed from a naming pattern, such as firstname.lastname@company.com.
• A list transferred from an acquired company for a materially different purpose.
• An old list you have not mailed in over two years.

If you are unsure whether a list qualifies, it does not. Send a re-permission campaign from a platform you are already using, and bring us only the people who respond.

You may not use the service to send or promote:

• Phishing, credential harvesting, or any attempt to impersonate another person, business, or brand.
• Malware, ransomware, spyware, or links to any of them.
• Fraud of any kind, including advance-fee schemes, fake invoices, business email compromise, and fake shipping or delivery notices.
• Cryptocurrency investment solicitations, token sales, airdrops, pump-and-dump promotion, or unlicensed financial advice.
• Multi-level marketing, pyramid schemes, matrix programs, chain letters, or work-from-home income claims.
• Illegal drugs, controlled substances, or prescription pharmaceuticals sold without a valid prescription.
• Unlicensed gambling, betting, or lottery promotion.
• Sexually explicit material, escort services, or adult dating.
• Firearms, ammunition, explosives, or weapon components where prohibited by the recipient's jurisdiction.
• Counterfeit goods, pirated media, or software licence key resale.
• Content that harasses, threatens, defames, or incites violence against any person or group.
• Content that promotes hatred or discrimination on the basis of race, ethnicity, religion, disability, sex, gender identity, or sexual orientation.
• Deceptive political content, including misinformation about voting procedures.
• Debt relief, credit repair, or loan modification offers making guarantees you cannot keep.

You must:

• Send only from a domain you own and have verified with SPF, DKIM, and DMARC. This is enforced — sending from an unverified domain is not possible.
• Use a From name and address that accurately identify you. No impersonation, no lookalike domains, no misleading display names.
• Write subject lines that reflect what is actually inside the message. No fake reply prefixes, no fake urgency, no false claims of prior correspondence.
• Include your real business or personal name and a valid postal address. We inject these automatically from your settings and will not send without them.
• Honour unsubscribe requests immediately. We process them for you and you cannot override that.
• Keep your lists clean. Remove addresses that repeatedly fail to engage before they turn into spam traps.

You must not:

• Attempt to remove, hide, or break the unsubscribe link or the postal address footer.
• Route unsubscribe clicks through a login wall, a survey, or a confirmation chain.
• Re-add or re-import an address that has unsubscribed, hard bounced, or filed a complaint.
• Split a single campaign across multiple accounts to evade limits or reputation thresholds.
• Create a new account after a suspension without our written agreement.
• Use the service as a relay for mail generated by another platform, or resell raw sending capacity.

These are measured on a rolling basis against your delivered volume. They are deliberately tighter than the limits our upstream providers apply, because by the time you hit theirs the damage is done.

• Spam complaints at 0.1% — you receive a warning.
• Spam complaints at 0.2% — sending is rate-limited.
• Spam complaints at 0.3% — sending pauses, including mid-campaign.
• Hard bounces at 2% — you receive a warning.
• Hard bounces at 5% — sending pauses. A rate this high almost always means a purchased or very old list.

Thresholds apply once you have enough delivered volume for the percentage to mean anything. A single complaint on your first fifty messages will not pause your account.

We do not read your mail for content. We do monitor aggregate signals: bounce and complaint rates, sudden volume changes, import sizes, and patterns consistent with list acquisition.

New accounts start with limits that lift as you establish a record:

• Campaigns above 500 recipients require a verified sending domain.
• Contact imports of 1,000 or more are queued for review before a large send.
• A sudden order-of-magnitude increase in volume may be held briefly.

Reviews are usually resolved within a few hours. They exist to catch the specific failure mode that destroys sending platforms — a new account uploading a bought list and blasting it — not to slow down legitimate growth.

Depending on severity we may:

• Send a warning describing what tripped and how to fix it.
• Rate-limit sending until the underlying metric recovers.
• Pause a campaign that is in progress.
• Suspend the account pending your response.
• Terminate the account without refund, for deliberate abuse.
• Report activity to law enforcement where the law requires it.

We escalate proportionately where there is any doubt. We do not escalate proportionately for phishing, malware, or fraud — those are terminated on the first instance.

If you received unwanted mail sent through SendKernel, report it to abuse@www.sendkernel.com. Include the full message headers if you can.

Reports are read by a person, not a bot. We will suppress your address across the sending account immediately, and we investigate the sender. You do not need to be a customer for us to act.