Acceptable Use Policy

Last updated: June 18, 2025

1. Introduction

This Acceptable Use Policy governs the use of email services provided by JetEmail Pty Ltd ("JetEmail", "we", "us", or "our"). This Policy forms part of your service agreement with JetEmail and applies to all customers using our email delivery services.

Email deliverability depends on the collective reputation of all users on our platform. To maintain high deliverability standards and comply with applicable laws, we enforce strict guidelines regarding acceptable use of our services.

JetEmail reserves the right to suspend or terminate accounts that violate this Policy. Depending on the severity of the violation, we may provide notice and opportunity to remedy the violation, however serious violations may result in immediate suspension without prior notice. Refunds will not be issued for policy violations, and once emails are transmitted, partial refunds for unused quota will not be provided.

2. Performance Requirements

All email transmission through JetEmail services must maintain the following performance standards:

  • • Complaint Rate: Must remain below 0.1% (one complaint per 1,000 emails sent)
  • • Bounce Rate: Must remain below 5% (including both hard and soft bounces)

Accounts exceeding these thresholds may be suspended immediately without prior notice to protect our infrastructure and maintain service quality for all customers.

3. Prohibited Uses

Sending Practices

The following sending practices are strictly prohibited:

  • • Spam: Sending unsolicited bulk emails, mass marketing to purchased lists, or any form of unwanted commercial email
  • • Phishing: Fraudulent emails designed to steal credentials, personal information, or impersonate legitimate entities
  • • Poor Quality Lists: Sending to lists that result in high bounce or complaint rates, including old, purchased, or scraped email addresses
  • • Harassment: Using our service to intimidate, threaten, or harass individuals or groups
  • • System Abuse: Attempting to overload, damage, or interfere with JetEmail's infrastructure or other services
  • • Malicious Content: Distributing malware, viruses, or other harmful code

Prohibited Content

Emails containing or promoting the following content are prohibited:

  • • Illegal goods or services
  • • Adult content or escort services
  • • Pharmaceutical products
  • • Gambling services
  • • Multi-level marketing schemes
  • • Get-rich-quick opportunities
  • • Payday or short-term loans
  • • Credit repair services
  • • Email list brokers or rentals
  • • Social media engagement services
  • • Cryptocurrency schemes
  • • Investment scams

4. Acceptable Mailing Practices

Permission-Based Sending

All emails must be sent to recipients who have provided explicit consent to receive communications. Acceptable forms of consent include:

  • • Double opt-in subscription confirmation
  • • Existing customer relationships with documented consent
  • • Explicit written or electronic consent
  • • Business card exchange with subsequent permission

Business-to-Business Communications

For business-to-business communications sent to recipients who have not explicitly opted in, you must comply with the following requirements:

  • • Include complete business name, physical address, and contact information
  • • Clearly state the purpose of the communication and source of the email address
  • • Provide a functional, one-click unsubscribe mechanism
  • • Process unsubscribe requests within 48 hours
  • • Use business email addresses rather than personal addresses
  • • Ensure the message provides legitimate business value to the recipient

5. Legal Compliance

All email communications transmitted through JetEmail services must comply with applicable laws and regulations, including but not limited to:

  • • Australian Spam Act 2003 - Primary governing legislation for JetEmail operations
  • • CAN-SPAM Act (United States) - For emails sent to US recipients
  • • General Data Protection Regulation (GDPR) - For emails sent to EU recipients
  • • Canada's Anti-Spam Legislation (CASL) - For emails sent to Canadian recipients
  • • Local privacy and anti-spam laws - In all recipient jurisdictions

Customers are responsible for ensuring compliance with all applicable laws in their jurisdiction and the jurisdictions of their email recipients.

6. Account Usage Restrictions

The following account usage patterns are expressly prohibited:

  • • Creating multiple accounts to circumvent sending limits, quotas, or account suspensions
  • • Sharing account credentials with unauthorized third parties
  • • Using the service for email list validation, verification, or testing purposes
  • • Attempting to reverse engineer, exploit, or compromise our infrastructure
  • • Reselling or redistributing access to JetEmail services without written authorization
  • • Using the service to send emails on behalf of suspended or terminated accounts

7. Enforcement Procedures

Upon detection of policy violations, JetEmail may take any of the following enforcement actions at our sole discretion:

Warning Notice

First-time minor violations may result in a written warning with guidance on achieving compliance.

Temporary Account Suspension

Accounts may be temporarily suspended pending investigation and remediation of policy violations.

Permanent Account Termination

Serious violations, repeated violations, or failure to remedy violations may result in immediate and permanent account termination.

JetEmail is committed to helping customers achieve compliance with this Policy. If you have questions about compliance requirements or need guidance on best practices, please contact our support team before sending emails.

8. Reporting Policy Violations

To report suspected violations of this Acceptable Use Policy, please contact us at abuse@jetemail.com with "AUP Violation Report" in the subject line. Please include full email headers, a description of the violation, and any supporting evidence.

9. Contact Information

For questions regarding this Policy or compliance requirements, please contact:

  • • Compliance Inquiries: legal@jetemail.com
  • • General Support: Available through your JetEmail dashboard
  • • Australian Company Number: 641 539 166

10. Policy Modifications

JetEmail reserves the right to modify this Acceptable Use Policy at any time. Material changes will be communicated to customers via email notification or through the service dashboard. Continued use of JetEmail services after policy modifications constitutes acceptance of the revised terms.

This Policy was last updated in January 2025 and is effective immediately for all new and existing customers.

Email Marketing Requirements

If you use our Services for email marketing, you must comply with the following requirements:

Consent and Opt-in Requirements

  • • Double Opt-in Recommended: We strongly recommend using double opt-in confirmation for all marketing email lists
  • • Clear Consent: Recipients must have explicitly consented to receive marketing emails from you
  • • Consent Records: You must maintain records of how and when consent was obtained
  • • No Purchased Lists: You may not use purchased, rented, or third-party email lists without verified consent
  • • Opt-out Mechanism: Every marketing email must include a clear and easy unsubscribe mechanism

Compliance Standards

Your email marketing must comply with applicable laws and regulations, including:

  • • CAN-SPAM Act (US): Include accurate sender information and honor opt-out requests within 10 business days
  • • GDPR (EU): Obtain lawful basis for processing and respect data subject rights
  • • CASL (Canada): Obtain express consent and include required identification information
  • • Spam Act (Australia): Obtain consent, identify the sender, and provide unsubscribe facilities

Required Email Elements

All marketing emails must include:

  • • Clear identification of the sender
  • • Accurate subject lines that reflect the email content
  • • Valid physical postal address
  • • Prominent and functional unsubscribe link
  • • Clear indication if the email is promotional

List Management

  • • Process unsubscribe requests promptly (within 10 business days maximum)
  • • Maintain suppression lists to prevent re-adding unsubscribed addresses
  • • Regularly clean your email lists to remove invalid addresses
  • • Respect recipient preferences and frequency limits

Note: Email marketing laws vary by jurisdiction. You are responsible for ensuring compliance with all applicable laws in your location and the locations of your recipients. When in doubt, we recommend consulting with legal counsel familiar with email marketing regulations.

11. Fair Use Policy

JetEmail operates a fair use policy to ensure equitable service delivery across all customers and to protect against unexpected usage charges. This policy applies to all JetEmail services, including email delivery and inbound filtering services.

Usage Limitations

JetEmail reserves the right to impose reasonable limitations on service usage when we determine, at our sole discretion, that a customer's usage patterns are excessive relative to their subscription plan or typical usage patterns. Such limitations may include:

  • • Implementing monthly usage caps or throttling
  • • Temporarily suspending service beyond plan limits
  • • Requiring upgrade to a higher-tier subscription plan
  • • Applying additional usage fees or rate limiting
  • • Implementing priority queuing for standard plan users

Excessive Usage Determination

The determination of what constitutes "excessive usage" shall be at JetEmail's sole discretion and may be based on various factors including:

  • • Volume significantly exceeding subscription plan allocations
  • • Usage patterns that impact service quality for other customers
  • • Abnormal spikes in email volume or filtering requests
  • • System resource consumption disproportionate to plan tier
  • • Usage that suggests automated or bulk processing beyond intended use

Customer Notification

JetEmail will make reasonable efforts to notify customers when usage patterns suggest potential fair use policy application. However, we are under no obligation to provide advance notice before implementing usage limitations. Notifications may be provided through:

  • • Email alerts to the account holder
  • • Dashboard notifications within your JetEmail account
  • • Usage reports highlighting unusual patterns

Policy Objectives

This fair use policy serves multiple important purposes:

  • • Ensuring consistent service quality and availability for all customers
  • • Protecting customers from unexpected or excessive usage charges
  • • Maintaining optimal system performance and reliability
  • • Preventing abuse of shared infrastructure resources
  • • Supporting sustainable service delivery across our platform

High-Volume Usage

Customers with legitimate high-volume requirements are encouraged to contact our sales team to discuss enterprise plans or custom arrangements that better suit their needs. We offer scalable solutions designed to accommodate various usage levels while maintaining service quality.

JetEmail reserves the right to modify this fair use policy at any time. Changes will be communicated through standard policy update procedures outlined in this document.

12. Policy Modifications

JetEmail reserves the right to modify this Acceptable Use Policy at any time. Material changes will be communicated to customers via email notification or through the service dashboard. Continued use of JetEmail services after policy modifications constitutes acceptance of the revised terms.

This Policy was last updated in June 2025 and is effective immediately for all new and existing customers.