Acceptable use policy

This policy forms part of our terms of service. It applies to everyone who uses your workspace.

1. Email you can send

You may send email to people who:

• have asked to hear from you, for example by signing up on your website or buying from you;
• are existing customers or contacts you have a genuine business relationship with; or
• work at a business and would reasonably expect to hear from you about something relevant to their job, where the law allows it (see section 3).

2. What every email must do

• Make clear who it's from, with a real sender name and an address at your own verified domain.
• Have a subject line that honestly reflects what's inside.
• Give an easy way to opt out. Keep the unsubscribe link switched on in every campaign (it's on by default); for one-to-one emails, a clear line inviting people to reply if they'd rather not hear from you is enough.
• Stop straight away for anyone who opts out, and never add them back.

3. Prospecting

Prospect search helps you find people at businesses who are relevant to what you offer. Used well, that means a small number of personal, relevant emails, not a mass mailing. When you contact people you've found:

• Only contact people in a business capacity, about something relevant to their role. In the UK, marketing emails to individuals, sole traders and some partnerships need their agreement first; so do many other countries' rules.
• Have a lawful basis, usually legitimate interests, and tell people where you got their details. MagpieCRM tracks who still needs to be told.
• Keep volumes proportionate, and stop contacting anyone who doesn't respond after a few attempts.
• Respect opt-outs across every campaign and every list.

4. What you can't do

• Email bought, rented, swapped or scraped lists, or lists of people who never dealt with you.
• Send the same message in bulk to people you've found through prospect search.
• Send phishing, malware, or anything designed to deceive, including forged sender details.
• Send content that's illegal, or that promotes fraud, get-rich-quick schemes, unlicensed financial products, illegal drugs or weapons, or adult content.
• Harass, threaten or discriminate against anyone.
• Send from domains you don't own, or pretend to be someone else.
• Try to get around your plan's limits, our monitoring or a pause, for example by opening extra accounts or spreading sending across workspaces.
• Probe, overload or attack the Service or other customers, or scrape or resell data from the Service outside your own use of it.

5. Keeping your sending healthy

Bounces and spam complaints tell mailbox providers whether your email is wanted. Over any 7 days, keep hard bounces below 4% and spam complaints below 0.08% of what you send. Bounced addresses and people who complain are taken off your lists automatically. If your rates rise, clean your list and check your targeting before sending more.

6. How we enforce this

6.1 We monitor each customer's sending volumes, bounces and spam complaints, as counts and rates. We don't read your emails or your contacts to do this.

6.2 If something looks wrong, we may, depending on how serious it is:

• contact you to ask about it;
• pause your sending, while the rest of your workspace keeps working. This happens automatically if your spam complaints pass 0.3% or your bounces 10% over 7 days, because rates like that put every customer's delivery at risk;
• suspend your workspace; or
• close your account and stop you signing up again.

6.3 We'll usually give you the chance to fix a problem first, unless it's serious, deliberate or repeated. If we close your account for breaking this policy, the current month isn't refunded.

7. Reporting abuse

If you've received unwanted email sent through MagpieCRM, or think someone is misusing it, tell us at pele@magpiecrm.com. Include the email with its full headers if you can. We look into every report.