Acceptable Use Policy

Shared sending infrastructure means one customer's behaviour affects everyone else's deliverability. This policy exists to protect the people sending responsibly, and it is enforced rather than decorative.

1. What you may send

Business-to-business communication to people you have a lawful basis to contact, from a real identity, with a genuine reason for the approach and a working way to opt out.

2. What you may not send

Unsolicited consumer marketing. Purchased consumer lists. Anything promoting adult content, gambling, weapons, illegal drugs, counterfeit goods, cryptocurrency investment schemes, payday lending or debt relief offers.

Phishing, credential harvesting, malware, or messages impersonating another person, company or brand. Deceptive sender names, forged headers or misleading subject lines.

Content that harasses, threatens or targets an individual, or that promotes hatred against a protected group.

3. List standards

Contacts must be sourced lawfully and you must be able to say where a name came from. Scraped consumer data, leaked databases and lists bought from brokers without provenance are not permitted.

Opt-outs must be honoured across your whole account, not just the campaign that triggered them. Outfrank enforces this automatically; deliberately circumventing it is a breach.

4. Technical conduct

Do not attempt to bypass domain caps, warmup ceilings or suppression checks. Do not run multiple accounts to evade a limit or a suspension. Do not use the API to send at rates the interface would block.

5. Thresholds we act on

Sustained complaint rate above 0.3%, bounce rate above 5% after verification, or spam-trap hits on a list will trigger review. We will usually contact you first and help you fix it — most breaches are carelessness, not malice.

6. What happens on a breach

Depending on severity: a warning, a volume restriction, suspension of a campaign or domain, or account termination. For deliberate abuse — phishing, impersonation, evading suspension — we terminate immediately and without refund.

Except where the law or an active investigation prevents it, we tell you what triggered the action and what would resolve it.

7. Reporting abuse

If you have received something through Outfrank that breaches this policy, forward it with full headers to support@outfrank.com. We investigate every report and reply to the reporter.