Acceptable Use Policy

Why this exists

Mailbox providers judge a sending platform by its worst customer. One workspace blasting a purchased list can put every other customer's password resets in a spam folder. So this policy is enforced, not decorative, and breaking it is the one thing that gets an account suspended without warning.

1. Only send to people who asked

Every recipient of bulk or marketing mail must have given you permission — by signing up, buying something, or otherwise opting in. You must be able to show when and how.

Specifically prohibited:

• Purchased, rented, scraped or “appended” lists. Any list you did not build yourself from people who opted in.
• Cold bulk email. Mass outreach to people who have never heard of you, including cold sales sequences, is not permitted from Koltrix — whether through the newsletter product, the API or the inbox. One-to-one email you write and send yourself is fine; sending the same message to a list of strangers is not.
• Mailing addresses harvested from websites, directories, conference lists, WHOIS records or social networks.
• Continuing to mail an address after a hard bounce, a complaint or an unsubscribe.

2. Make it easy to leave

• Every bulk message must carry a working unsubscribe link, and honour it within 10 days — we act on it immediately.
• Do not require a login, a reply or a phone call to unsubscribe.
• Identify yourself honestly: real sender name, real From address, a subject that describes the message, and a postal address where the law requires one.

3. Content that is not allowed

• Anything illegal where you are or where the recipient is.
• Phishing, spoofing, or impersonating a person, a business or a brand you do not represent.
• Malware, ransomware, or links to either.
• Child sexual abuse material, content that sexualises minors, or non-consensual intimate imagery. We report these to the authorities.
• Harassment, threats, or incitement to violence against a person or a group.
• Fraudulent offers: pyramid schemes, “work from home” scams, fake invoices, advance-fee fraud, unlicensed pharmaceuticals, counterfeit goods.
• Cryptocurrency or investment promotions that promise a return, and anything else that looks like a pump.

4. Technical misuse

• Do not use Koltrix to relay mail for someone else, resell sending capacity, or route another platform's traffic through us.
• Do not create multiple workspaces to get around a limit, a suspension or a trial.
• Do not attempt to bypass rate limits, scan or attack our systems, or access another workspace's data.
• Do not send from a domain you do not control, and do not configure a domain you are not authorised to use.

5. The numbers we watch

Deliverability is arithmetic. We monitor every workspace and act when it drifts:

• Hard bounces above 5% of a send — sending is paused while we talk to you. This almost always means a list that was not opted in.
• Spam complaints above 0.1% — the same.
• A sharp, unexplained jump in volume from a new workspace may be held for review before it leaves.

None of these is a punishment. They are the thresholds at which mailbox providers begin filtering, and stopping before that point protects you as much as it protects everyone else. They are indicators, not allowances: we may act at lower levels, or for other reasons, where we reasonably judge that a workspace is putting our reputation or other customers at risk.

6. What we do

Depending on what we find, we may:

• Ask you about it, which is what happens in most cases.
• Pause sending while keeping your inbox working and readable.
• Suspend the workspace.
• Terminate the account and, where the law requires it, report it.

We decide, acting reasonably, whether something breaches this policy, and we may act with or without notice where delay would cause harm. We may remove or block content, hold or delete queued mail, and cooperate with law enforcement and with mailbox providers' abuse teams, including by sharing the information they need. A suspension or termination for breach does not entitle you to a refund or a credit, and you remain responsible for fees already due.

Where we can, we will tell you what we found and what we did, and there is a human to appeal to at [email protected]. For anything that involves illegal content or an immediate threat to other customers' deliverability, we act first and explain afterwards.

7. Reporting abuse

If you have received mail from a Koltrix customer that breaks this policy, tell us at [email protected]. Include the full message headers if you can — they are what let us find the sender. We read every one.

8. Relationship to the Terms

This policy forms part of our Terms of Service, and we may update it as the abuse we see changes.