Anti-Spam & Anti-Abuse Policy

When sending emails using the software and services of Moosend Ltd, together with its affiliates and subsidiaries (hereinafter referred to as “Moosend”, “we”, “our”, “us”), customers must comply with the applicable legislation pertaining to unsolicited communications and spam emails at each country or jurisdiction, as well as Moosend anti-spam rules and sending policy, as same are stated herein and as amended from time to time:

1. All emails must contain an “unsubscribe” link or other mechanism that allows subscribers to remove themselves in an easy manner and free of charge from your mailing list. Moosend scans every campaign for the existence of an unsubscribe link. If an unsubscribe link is not detected, Moosend will automatically insert a One click unsubscribe link at the bottom of your newsletter.
Besides the one-click unsubscribe link, the subscriber may communicate with you and request to unsubscribe from any future communication. If so you must unsubscribe the subscriber immediately from any and all mailing lists and make sure that he will never receive an email newsletter again.

2. All emails must contain, in a clear and explicit manner, information with regard to the sender’s identity or the identity of the entity on whose behalf the email was sent, such as that entity’s trade name, registered address or phone number, as well as a valid address.

3. The sender email address and the sender email name shall be clear. Every newsletter sent shall be sent from an active domain and the links shall redirect to the sender’s website.

4. All emails must state the reason the recipient is receiving the message. For example, “You are receiving this message from ABC Company because you signed up for our email list at www.abc.com.”

5. All emails must be compliant with any disclosure requirements that apply to the sender (e.g., some countries’ laws require that business letters, including emails, contain further identification details as to the form of the organization, the place of incorporation, the names of executives, etc.)

6. In case an abuse complaint has been escalated, you should provide additional information on how you have obtained the email address and why you continue sending email newsletters to the recipient. Information that might be requested are:

– How the email subscribed? Opt-in? Double opt-in? Confirmation of the double opt-in;

– Source from where email has subscribed. URL of the website or any other source;

– IP of the email address owner;

– Newsletter form? Register in the website? Old client? and

– Date and time the email has subscribed.

These five guidelines will help ensure that Moosend maintains its reputation and compliant status with major Internet Service Providers (ISPs) and white-listing programs. If at any time, your campaign is flagged as spam by a recipient, Moosend reserves the right to cancel your account without notice.

EMAIL AND PERMISSION PRACTICES

1. You agree to only import, access, or otherwise use contact lists that are based on consent, or on any other applicable legal basis in your jurisdiction. Acquired mailing lists (Purchased, loaned or exchanged) or lists compiled through email harvesting shall not be used. Please contact Moosend at: [email protected] if you have any questions.

2. You cannot mail to distribution lists or newsgroups, or spam email addresses, or to subscribers that have requested to unsubscribe.

3. You are responsible for monitoring the accuracy of the information contained in the lists (including the updating of email addresses to which messages are sent through your Moosend account), correcting same where necessary and processing unsubscribe requests as soon as you receive such request by a subscriber.

4. You are responsible for ensuring that your email campaigns do not receive a high number of abuse complaints, or high number of hard bounced from recipients, or even send newsletters to spam trap emails. Moosend, in its absolute discretion, shall determine whether the number of complaints received from your recipients is within industry norms, and its determination shall be final, binding, and conclusive for all purposes under the present terms.

5. Moosend, at its absolute discretion, may immediately disable your access to the Services without refund if Moosend considers that you have violated any of the email and permission practices described in this Anti-Spam Policy, or the provisions of the applicable legislation as each time in force.

PROHIBITED CONTENT AND INDUSTRIES

You shall not request the provision of our Services to send offensive content, to promote illegal activities, to harass or to harm any person or business. While we support your right to operate legitimate businesses by requesting the provision of our Services, as a business decision, we reserve the right to refuse the provision of Services to companies that, in our absolute discretion, send communications with the aforementioned content to subscribers or offer these types of services or products. Moosend does not allow any individuals or companies to use our services in order to send or promote any of the following activities whether those are permitted by any law: Illegal contests, pyramid schemes, chain letters, multi-level marketing campaigns, or any other prohibited material. You must not use the Services to send email campaigns that link to or display content that we deem inappropriate. Examples include, but are not limited to, content that contains nudity, pornography, obscenity, gambling-related topics, pharmaceutical-related topics, illegal software, weapons, drugs and viruses. Also, loans, financial opportunities, chain letters, credit cards, work from home opportunities, become millionaire scams, escort and dating services, forex, online trading.

You shall not use our logo, our domain name or any photos or logos from our website when sending newsletters through our platform.

COMPLAINT CATEGORIES

Unsubscribed emails

Subscribers that have clicked the One click unsubscribe link and don’t want to receive any other email newsletters from your company.

Hard bounced emails

When an email cannot be delivered because of a permanent error. In most of the cases a hard bounce might occur when the email address does not exist anymore or when it is misspelled.

Spam complaints

When a subscriber has marked the newsletter that you have sent as spam.

Spam complaints reported from our hosting providers

There cases where our hosting providers inform us about abuse and unsolicited emails sent from our infrastructure.

Spamtrap emails

After a period of time, Internet Service Providers (ISPs) like gmail, yahoo, Hotmail etc, turn inactive emails into spam traps in order to detect senders that haven’t used their mailing lists for a long time, or have acquired mailing lists.

Acceptable levels of campaign statistics

In the table below you can find the minimum acceptable level of the core statistics of any campaign sent from our services. Moosend reserves the right to suspend or even terminate accounts that fail to keep their campaign stats below these acceptable statistics.

Complaint Categories	Acceptable rates *
Unsubscribe rate	≤ 1%
Hard bounce rate	≤ 3%
Spam complaints rate	≤ 0.1%
Spam complaints from provider	≤ 1 complaint
Spamtrap hits	≤ 1 hit

* Moosend reserves the right to update the aforementioned categories and amend the acceptable sending rates at its absolute discretion and without prior notice.

Moosend reserves the right to randomly check email campaigns sent from our services in order to ensure compliance to all of the above rules and take all actions necessary in case of misuse.