Acceptable Use & Anti-Spam Policy

This policy is part of our Terms of Service and applies to every account, organization and user, and to all email, content, forms and files sent or hosted through Hemero — campaigns, automations, transactional email sent through the API, and test sends. Email from all customers leaves through shared infrastructure, so one sender's bad practices affect everyone; we enforce this policy strictly.

You may only email people who have clearly agreed to hear from you. That means:

• Each recipient gave you express permission (for example by subscribing through a form, ticking an unticked box or asking to receive updates), or — only where the law allows it — has an existing customer relationship with you and was given a clear chance to opt out when their address was collected and in every email since.
• Permission is for you, for the kind of email the person signed up for. It cannot be transferred, sold or shared with another sender.
• You can prove consent on request: when and how each address was collected (date, source or form, and IP address where available). Hemero sign-up forms record this for you; double opt-in is available and recommended.
• Addresses you have not emailed in more than 12 months must be re-confirmed before you send to them again.

• Purchased, rented, leased, traded or "opt-in" lists from third parties, list brokers or data vendors.
• Addresses scraped, harvested or guessed from websites, social networks, directories or public sources.
• Co-registration, affiliate, lead-generation or event attendee lists where people did not opt in to your email specifically.
• Lists of role addresses (such as info@, sales@, abuse@) used for unsolicited outreach.
• Any list that produces bounce or complaint rates above the limits in section 6.

You are responsible for complying with the laws that apply to you and your recipients. The basics of the most common ones (this is a summary, not legal advice):

CAN-SPAM (United States)

• Accurate "From", "Reply-To" and routing information, and subject lines that are not misleading.
• Identify commercial messages as advertising where required, and include your valid physical postal address.
• A clear, working way to opt out, honoured within 10 business days, with no fee or login required.

GDPR and ePrivacy (EU, UK and EEA)

• A lawful basis for every recipient — usually consent that is freely given, specific, informed and unambiguous, recorded so you can prove it.
• A privacy notice at the point of collection telling people who you are and how their data is used.
• Honour objections, withdrawals of consent and data subject requests (access, erasure) without undue delay.

CASL (Canada)

• Express or qualifying implied consent before sending commercial electronic messages; implied consent expires after set periods.
• Identify yourself and include your mailing address and a contact method in every message.
• An unsubscribe mechanism that works for at least 60 days after sending, processed within 10 business days.

Other countries have similar rules (for example Australia's Spam Act). When rules differ, follow the strictest one that applies.

• Every campaign and marketing automation email includes an unsubscribe link and a one-click List-Unsubscribe header, added by Hemero. Do not remove, hide or break them, or make unsubscribing depend on logging in, paying or answering questions.
• Unsubscribes through Hemero take effect immediately: the contact is suppressed and will not receive further email from your organization. If you also email people from other systems, you must honour the opt-out there within 10 days.
• Never re-add or re-import an unsubscribed, bounced or complaining address without new, documented permission.

We measure every campaign and automation and enforce these limits automatically:

• Bounce rate below 5% of emails sent.
• Complaint rate below 0.1% of emails sent (recipients marking your email as spam).

Once a campaign has sent at least 100 emails, it is paused automatically before its next batch if it crosses either limit; an automation is paused the same way based on its recent sending. Organization admins are notified by email and see the reason in the app. Clean the list and review consent before resuming. Hard bounces and spam complaints are added to your suppression list automatically and never emailed again.

New sending domains warm up gradually with daily limits. Repeatedly exceeding the thresholds, or resuming without fixing the cause, can lead to sending being suspended for the whole account. We may apply stricter limits to protect deliverability.

You may not use Hemero to send, host or link to:

• Anything illegal, or that promotes illegal activity, goods or services.
• Phishing, malware, credential harvesting, spoofing or impersonation of another person, brand or organization.
• Deceptive content: false or misleading subject lines, headers, claims, or fake invoices and notifications.
• Sexually explicit material, or content that exploits or endangers minors.
• Hate speech, harassment, threats, or content inciting violence or discrimination.
• Pyramid schemes, multi-level marketing recruitment, "get rich quick" or work-from-home offers, and unlicensed financial, investment, cryptocurrency, loan, debt-relief or credit-repair offers.
• Unlicensed gambling, pharmaceuticals, controlled substances, weapons, or counterfeit goods.
• Content that infringes intellectual property, privacy or publicity rights.

You also may not:

• Use tricks to evade spam filters or our limits: hidden text, misleading links, rotating domains or accounts, or splitting sending across organizations ("snowshoeing").
• Send from addresses or domains you do not control, or that are not verified in Hemero.
• Probe, overload or attack the service or other customers, or use it to test mail servers you do not own.
• Resell or share access to the service, or send on behalf of third parties, without our written agreement.

We review complaints, automated signals and reports from our infrastructure providers (including Amazon SES). Depending on severity we may, with or without notice:

• ask for information, such as proof of consent for a list;
• pause campaigns or automations, or block a list or import;
• suspend sending for the organization or the whole account;
• terminate the account, without refund of credits used or held, under the Terms.

We may report illegal activity to the authorities and cooperate with investigations.

If you received unwanted email sent through Hemero, unsubscribe using the link in the email and report it to [email protected], including the full message with headers if you can. We investigate every report.