Acceptable use policy.

Why this exists

All customers share the same sending infrastructure and reputation. One sender who mails people who did not ask for it can get mail blocked for everyone. This policy is part of the Terms of Service. It applies to everything you send through Mailtruss and to everything you do on the Service.

Send only to people who want it

• Send only to recipients who gave you permission, or who would reasonably expect the mail because of a relationship with you (for example the users of your own product, or a customer who just bought something).
• Keep evidence of how and when each person opted in, and be ready to show it to us on request.
• Marketing and bulk mail needs clear, specific opt-in consent, a working unsubscribe link in every message, and honouring an unsubscribe promptly (we process one-click unsubscribes immediately).
• Tell people about tracking. Open and click tracking is off by default. If you turn it on for a domain, you are responsible for telling your recipients in your privacy policy and for having a lawful basis, and for respecting their choice not to be tracked where the law requires it.
• Never use purchased, rented, scraped, harvested or third-party lists, and never add people to a list because they gave you their address for something else.
• Identify yourself truthfully: a real sender name and domain you control, an accurate subject line, and a valid way to reach you.

What you must not send or do

You must not use Mailtruss to send, host or facilitate:

• Spam and deception: unsolicited bulk or commercial email; phishing; scams, pyramid or Ponzi schemes; fake or misleading headers, sender identities or subject lines; impersonation of any person or organization.
• Malware and abuse: viruses, malicious code, or links to them; attempts to gain unauthorised access to any system; denial of service.
• Illegal or harmful content: content that is unlawful in India or in the recipient’s country; child sexual abuse material or anything that harms or exploits minors; content that is obscene, pornographic or invasive of another person’s privacy; that is defamatory, harassing, threatening or promotes hatred or violence against a person or group; that infringes patents, trademarks, copyright or other rights; that threatens the unity, integrity, defence, security or sovereignty of India, friendly relations with foreign states or public order, or incites an offence; or that knowingly communicates information that is false or misleading to deceive or mislead the recipient about its origin.
• Regulated or high-risk goods and services where you lack the licences the law requires, including illegal drugs, weapons, unlicensed gambling and unlicensed financial offers.
• Sensitive data: health records, government identity numbers or payment card numbers in message bodies, unless you have a lawful basis and appropriate safeguards.

You must not: send from a domain you do not control; forge or hide the origin of a message; use more than one account to avoid a limit or suspension; interfere with, probe or overload the Service; share keys with people outside your organization; resell the Service without our written consent; or use it in any way that breaks a law that applies to you or to your recipients (for example CAN-SPAM in the United States, CASL in Canada, the GDPR and ePrivacy rules in the EU and UK, and the DPDP Act in India).

List hygiene and the numbers we watch

We monitor, per organization, the share of messages that hard-bounce and the share that draw spam complaints. Mailbox providers and our delivery network penalise senders at roughly these levels, so we act on them. The thresholds below are the ones the Service applies today; they may change, and we will update this page when they do:

• Review level: a bounce rate of 3% or more, or a complaint rate of 0.05% or more, measured over the last 24 hours across at least 100 messages. We are alerted and the organization is placed under review; we may contact you and limit sending until it is fixed.
• Automatic suspension: a bounce rate of 7% or more, or a complaint rate of 0.2% or more, measured the same way. Sending is suspended automatically and stays suspended until we have reviewed it with you.
• Volume spikes: a sudden rise in volume (more than five times your recent daily average, over at least 500 messages) is flagged for review.

Mailtruss automatically adds addresses that hard-bounce or complain to a suppression list and skips them in future. Remove invalid addresses, do not retry addresses that bounced, and do not re-add suppressed addresses. Use a dedicated subdomain for sending so one problem cannot damage your main domain’s reputation.

How we enforce it

Depending on how serious and how likely to cause harm a breach is, we may: send a warning; cancel queued mail; reduce your limits; pause sending on a domain; suspend the account; end the account and refuse future accounts; remove content as the law requires; report unlawful activity to the authorities; and keep the information the law lets us keep. We act without notice where there is a risk of harm to other customers, our sending reputation, or the public, or where the law or a competent authority requires it. Where we reasonably can, we will tell you what we found and how to put it right, and we will reinstate you when it is fixed. Suspension for a breach does not entitle you to a refund.

We comply with lawful orders from courts and government authorities in India, including orders to remove or disable access to content, and we may tell you when we do unless the order prohibits it.

Reporting abuse

If you received mail sent through Mailtruss that breaks this policy, write to abuse@mailtruss.com with the full headers of the message (not a screenshot) and what is wrong. We investigate every report, and we reply to say what we did where the law allows. If you are a recipient who wants to stop a sender’s marketing mail, use the unsubscribe link in the message.

Version 1.0, last updated 13 November 2026.