Mailmeter Acceptable Use Policy

Effective date: 29 April 2026 Last updated: 22 May 2026

This Acceptable Use Policy ("AUP") governs your use of the Mailmeter outbound email platform (the "Service") operated by Sabbagh Consultancy Services FZ-LLC ("SCS FZ-LLC", "Mailmeter", "we", "us"). By creating an account or using the Service, you agree to comply with this AUP. This AUP forms part of, and is incorporated into, our Terms of Service.

This policy exists for one reason: to protect the deliverability, reputation, and uninterrupted operation of the Service for every customer. Mailmeter operates with strict per-customer isolation on its dedicated sending infrastructure: one customer's misuse cannot damage the deliverability of another customer's sending. Misuse damages the misuser, exposes Mailmeter to upstream complaints, and is incompatible with the standard of operation we require.

We enforce this AUP. Violations result in account suspension, termination, and where appropriate referral to law enforcement.

1. Who may use the Service

The Service is intended for businesses sending email to recipients with whom they have an existing relationship, documented consent, or a legitimate basis to contact under applicable law. You may use the Service if:

  • You are at least 18 years old and have legal capacity to enter into a binding agreement;
  • You operate a legitimate business or organisation;
  • You have lawful authority to send email to the addresses on your contact lists; and
  • You comply with all applicable laws in the jurisdictions where you operate, where your recipients are located, and where Mailmeter's infrastructure is located.

The Service is not available for personal, non-commercial use, for individuals without a verified business identity, or for resale to third parties without prior written consent.

1.5 Sending channel and inbox monitoring

Mailmeter sends all customer email through its own dedicated SMTP infrastructure. The Service provisions a dedicated outbound IP address allocated to your subscription on infrastructure that Mailmeter operates directly. Sender reputation is governed by your dedicated IP and by the sending domains you connect to your account.

Mailmeter also offers optional inbox monitoring: you may connect a Microsoft 365 mailbox using OAuth so that the Service can read replies and engagement signals returning to that mailbox. Inbox monitoring is read-only. Mailmeter does not send email through any connected inbox; it only retrieves replies to messages the Service has already sent on your behalf.

All policies in this AUP apply to all sending through the Service, and to inbox monitoring where applicable.

2. Permitted use cases

You may use the Service to send:

  • Transactional email — order confirmations, account notifications, password resets, receipts, shipping updates, and other one-to-one messages triggered by recipient action;
  • Lifecycle and operational email — onboarding sequences, renewal reminders, customer success outreach, and other relationship-driven communications;
  • B2B communications to identified business contacts where you have a documented legitimate interest and the recipient has a reasonable basis to expect contact from your business;
  • Permission-based marketing — newsletters, product announcements, and promotional content sent to recipients who have provided documented consent or who have an established business relationship with you;
  • Internal communications within your own organisation.

All sending must comply with applicable anti-spam laws including but not limited to the United States CAN-SPAM Act, the European Union General Data Protection Regulation (GDPR), the EU ePrivacy Directive, the Canadian Anti-Spam Legislation (CASL), the United Kingdom Privacy and Electronic Communications Regulations (PECR), the Australian Spam Act 2003, the United Arab Emirates Federal Decree-Law No. 45 of 2021 on Personal Data Protection, and equivalent legislation in any jurisdiction where your recipients are located.

3. Prohibited content

You may not use the Service to transmit, distribute, store, or link to any content that:

  • Is unlawful, fraudulent, deceptive, defamatory, threatening, harassing, abusive, or invasive of another's privacy;
  • Infringes any patent, trademark, trade secret, copyright, right of publicity, or other intellectual property right;
  • Promotes, facilitates, or constitutes:
    • Phishing, credential harvesting, brand impersonation, or any form of identity deception;
    • Pyramid schemes, multi-level marketing schemes, "get rich quick" schemes, or chain letters;
    • Cryptocurrency airdrops, ICOs, NFT promotions, or unsolicited investment offers;
    • Adult content, sexually explicit material, or escort services;
    • Illegal gambling, sports betting, or unlicensed lottery promotions;
    • Sale of pharmaceuticals, controlled substances, prescription medications, or supplements making medical claims;
    • Sale of firearms, ammunition, weapons, or explosives;
    • Sale of tobacco, vaping products, e-cigarettes, or cannabis products;
    • Predatory lending, payday loans, debt consolidation services with non-transparent terms, or credit repair offers misrepresenting their effect;
    • Hate speech, content promoting violence against any group, or extremist material;
    • Content depicting or sexualising minors;
    • Live animal trade, wildlife trafficking, or trade in endangered species;
    • Sale of counterfeit goods, knockoff branded merchandise, or fake credentials, diplomas, or identification documents;
  • Contains malware, viruses, ransomware, spyware, or any code intended to disrupt, damage, gain unauthorised access to, or surveil any system;
  • Encourages or facilitates any of the above.

We reserve sole discretion to determine whether content falls within these categories. We may suspend any account pending review where reasonable concern exists.

4. Prohibited sending practices

Regardless of content, you may not:

  • Send to purchased, rented, scraped, harvested, or third-party-supplied contact lists of any kind. All recipient addresses must originate from your own collection efforts where you have documented basis to send.
  • Send email to addresses obtained without the recipient's knowledge, including addresses extracted from websites, directories, social networks, or data brokers.
  • Send to addresses that have unsubscribed, marked previous messages as spam, or otherwise indicated they do not wish to receive further communication from you.
  • Send to addresses that have bounced as invalid more than once without verifying the address.
  • Forge, conceal, or misrepresent any header information, including From, Reply-To, Sender, Return-Path, or Message-ID fields.
  • Misrepresent the subject line of any message in a way that would mislead the recipient about the content or origin of the message.
  • Operate any form of open relay, list-washing service, or reverse-engineering of recipient identities for resale.
  • Use the Service in any manner that knowingly or recklessly damages the deliverability reputation of Mailmeter's infrastructure, your dedicated IP, or your sending domains.
  • Conduct load testing, stress testing, or penetration testing against the Service or any third-party mail server without prior written authorisation from Mailmeter.
  • Circumvent or attempt to circumvent any rate limit, sending quota, warmup throttle, suppression list, or other technical control imposed by the Service.
  • Use the Service to probe, scan, or test the vulnerability of any system or network you do not own or have explicit written permission to test.

5. Compliance requirements for every campaign

For every campaign sent through the Service, you must:

  • Include a clear and conspicuous unsubscribe mechanism in every commercial message. Mailmeter inserts a one-click unsubscribe link automatically; you may not remove, hide, or interfere with this link.
  • Honour all unsubscribe requests within ten (10) business days. Mailmeter processes unsubscribes immediately at the platform level — you may not re-add unsubscribed addresses to any list.
  • Include a physical postal address for the sending business in every commercial message, as required by CAN-SPAM and equivalent legislation.
  • Use truthful and non-deceptive subject lines that accurately reflect the content of the message.
  • Identify the message as an advertisement where required by law.
  • Honour any Global Privacy Control, Do Not Track, or equivalent signal received from a recipient where applicable.
  • Maintain documented evidence of recipient consent or legitimate basis to send, available for production to Mailmeter or to a regulatory authority on reasonable request.

6. Bounce and complaint handling

Mailmeter automatically processes bounce and complaint feedback received from recipient mailbox providers via direct DSN processing and ISP feedback loops. The following thresholds apply to all sending through the Service:

| Metric | Soft threshold (warning) | Hard threshold (auto-suspend) | |---|---|---| | Hard bounce rate | 3% rolling 24h | 5% rolling 24h | | Spam complaint rate | 0.1% rolling 24h | 0.3% rolling 24h | | Spamtrap hits | 1 | 3 |

If your account exceeds a soft threshold, we will pause sending and notify you. If your account exceeds a hard threshold, we will suspend your account immediately pending review. Repeated breaches result in termination.

You acknowledge that elevated bounce rates and complaint rates damage the reputation of mail-receiving infrastructure across the internet, not only your own. Mailmeter's automated suspension actions do not require advance notice and are not subject to dispute on the basis that they were automated. Termination under this Acceptable Use Policy results in immediate forfeiture of unused subscription time, contact allowance, mailbox add-ons, and any other prepaid resources, with no refund.

6.5 Strike escalation policy

Mailmeter operates a published, predictable enforcement policy. Substantiated AUP violations are recorded as strikes against the account and escalate as follows:

| Strike | Action | Window | Reinstatement | |---|---|---|---| | 1st | Sending paused, customer notified, statement required within 24 hours | n/a | Customer responds within 24 hours with a satisfactory explanation and remediation commitment → sending resumes after we file the response | | 2nd within 90 days | 7-day account suspension | 90-day rolling window | Account auto-resumes after 7 days | | 3rd within 180 days | Account termination | 180-day rolling window | Permanent. Subscription terminates without refund. |

A strike is recorded only after a complaint has been correlated to your sending and either (a) you have responded to our notification, or (b) the 24-hour customer response window has elapsed without a response. Strikes are not recorded for complaints that we determine to be uncorrelated, fraudulent, or stale.

Termination at the third strike results in immediate forfeiture of unused subscription time, contact allowance, mailbox add-ons, and any other prepaid resources, with no refund. Subscription billing is cancelled at termination; no proration is issued.

6.6 Severe categories

The following content categories result in immediate account termination on first occurrence, without warning, without a response window, and without escalation through the strike process defined in §6.5:

  • Child sexual abuse material (CSAM)
  • Phishing, credential harvesting, or brand impersonation attacking real third parties
  • Malware, ransomware, exploit kit distribution, or command-and-control communications

For these categories, Mailmeter may terminate the account before notifying the customer where prior notification could enable evidence destruction or further harm. Mailmeter will cooperate fully with law enforcement in CSAM cases regardless of the customer's account status. Severe-category termination results in the same forfeiture posture as third-strike termination: no refund, no proration, no return of unused prepaid resources.

6.7 Customer obligations on receiving an abuse complaint

When Mailmeter receives an abuse complaint correlated to your sending, the following process applies:

  • The mailbox or mailboxes from which the complained-about email was sent are paused immediately.
  • Mailmeter forwards the relevant complaint details to you within one (1) business hour. Reporter contact details are redacted from the materials we forward to you; the originating recipient address and the offending message content are not redacted, as these are necessary for you to investigate.
  • You must respond to Mailmeter within twenty-four (24) hours of receiving the forwarded complaint with a written statement addressing: (a) how the recipient address was acquired, (b) whether you had any prior business relationship or documented consent basis with the recipient, and (c) what action you are taking to prevent recurrence.
  • Your response is included verbatim in the statement Mailmeter files with the upstream party (Hetzner, mailbox provider abuse desk, or other complainant).
  • If you do not respond within the 24-hour window, Mailmeter files its statement without your input and a strike is recorded under §6.5.

Failure to respond does not, by itself, constitute admission of violation, but the absence of a customer-side explanation will be reflected in our statement to the upstream party.

7. Sending infrastructure and reputation

Every active subscription on the Service is allocated a dedicated outbound IP address for the duration of that subscription. This means:

  • Your sending reputation is yours alone. No other customer's behaviour can damage your IP's reputation.
  • Conversely, your behaviour cannot damage any other customer's IP. This is by design.
  • If your IP becomes blacklisted as a result of your sending behaviour, you are responsible for the consequences. Mailmeter will assist with delisting requests at our discretion but is under no obligation to do so where the listing was caused by your AUP violation.
  • If your IP becomes blacklisted through no fault of your own (for example, an upstream blocklist false positive), Mailmeter will work to delist or reissue the IP at no cost to you.
  • Upon termination of your subscription, your IP is returned to Mailmeter's pool and may be reissued to a future customer after a reputation cooldown period.

Sender reputation is additionally influenced by the reputation of the sending domains you connect to your account, and by the authentication records (SPF, DKIM, DMARC) published on those domains. Mailmeter guides you through publishing correct DNS records during onboarding; you remain responsible for the accuracy and ongoing maintenance of those records on your registrar.

Where Mailmeter automatically provisions additional dedicated IP addresses for a single subscription (for example, to support higher sustained volume), each additional IP is allocated to that same subscription and is subject to the same reputation principles.

8. Warmup and volume ramping

Email infrastructure requires gradual ramp-up to establish or restore sender reputation. Mailmeter applies an automatic warmup schedule to every newly allocated dedicated IP address and to every newly connected sending domain. You may not:

  • Disable, override, or attempt to circumvent the warmup throttle without prior written approval from Mailmeter;
  • Migrate large existing send volumes onto the Service without notifying Mailmeter in advance to plan a coordinated ramp;
  • Operate multiple Mailmeter accounts to circumvent volume limits applied to a single account.

Customers wishing to onboard significant historical volume should contact us at support@mailmeter.app before sending.

9. Account security

You are responsible for maintaining the confidentiality of your Mailmeter account credentials and for all activity that occurs under your account. You must:

  • Use strong, unique passwords;
  • Enable two-factor authentication where offered;
  • Not share account credentials with any party outside your organisation;
  • Notify us immediately at support@mailmeter.app if you become aware of any unauthorised access.

If your account is compromised, you remain liable for any AUP violations committed using your account until you notify us in writing.

10. Investigation and enforcement

We may, at our sole discretion and without prior notice:

  • Inspect any campaign content, recipient lists, sending patterns, bounce data, complaint data, or related metadata for the purpose of investigating a suspected AUP violation;
  • Suspend or terminate any account at any time where we have reasonable grounds to believe a violation has occurred or is occurring;
  • Withhold pro-rata refunds for any unused portion of a paid subscription where the suspension or termination resulted from an AUP violation;
  • Cooperate with law enforcement, regulators, mailbox provider abuse desks, or upstream infrastructure providers (including Hetzner Online GmbH, Cloudflare, Inc., Google LLC, and Microsoft Corporation) in investigations of unlawful conduct or AUP violations;
  • Disclose information about the suspended account to the parties listed above where legally required or where reasonably necessary to protect the integrity of the Service.

We do not provide refunds for periods during which the account was suspended for AUP violation.

11. Disputes and reinstatement

If you believe that an action taken against your account under this AUP — an auto-pause, a recorded strike, a suspension, or a termination — was incorrect, you may file a dispute by replying to the notification email Mailmeter sent regarding the action, or by emailing support@mailmeter.app with the case ID provided in the notification.

Your dispute should include:

  • The case ID;
  • A statement of why you believe the action was incorrect;
  • Any supporting evidence (opt-in records, prior business relationship documentation, consent logs, sending-list provenance, etc.).

Mailmeter will review and respond to disputes within five (5) business days of receipt.

If your dispute is upheld, the relevant strike is removed from your account history, any active suspension is lifted, and any termination is reversed. Where subscription time was lost during a reversed action, that time is credited to your account against future billing — not refunded as cash.

If your dispute is rejected, the original action stands. You may not file the same dispute repeatedly; substantively new evidence is required for a second review. Termination decisions are final once a dispute is rejected, and the no-refund posture in §6.5 applies.

12. Reporting abuse

If you believe a Mailmeter customer is sending email in violation of this AUP, please report it to abuse@mailmeter.app with the following information where available:

  • Full email headers of the offending message;
  • Full message body;
  • Date, time, and timezone of receipt;
  • Your contact information (we will keep this confidential).

We acknowledge abuse reports within one (1) business day and complete investigation within ten (10) business days for substantiated reports. We do not disclose the identity of reporters to the reported customer except where required by law.

13. Changes to this policy

We may update this AUP from time to time to reflect changes in the law, in our Service, or in industry practice. Material changes will be notified to active customers by email at least thirty (30) days before they take effect. Continued use of the Service after the effective date constitutes acceptance of the updated policy.

14. Contact

For questions about this AUP:

  • General inquiries: support@mailmeter.app
  • Abuse reports: abuse@mailmeter.app
  • Operating entity: Sabbagh Consultancy Services FZ-LLC (SCS FZ-LLC)
  • Registered address: FOB50832 Compass Building, Al Shohada Road, Al Hamra Industrial Zone-FZ, Ras Al Khaimah, United Arab Emirates
  • Address for service of legal notice: As above.

This Acceptable Use Policy is governed by the laws of the United Arab Emirates and is to be interpreted consistently with the Mailmeter Terms of Service and Privacy Policy. Any dispute arising out of or relating to this AUP shall be resolved in the courts of Ras Al Khaimah, United Arab Emirates, save where mandatory consumer protection law in the recipient's jurisdiction provides otherwise.